twinstarhome.com Reviews

About this Company

The home is one of the most sacred places, where everything is more personal, and where memories are made. At Twin Star Home, we have a tremendous opportunity to create engaging experiences and lasting relationships with our consumers.

As the longtime leader in electric fireplaces, we will continue to innovate in that category, and further expand our assortment of TV/media furniture into a broader collection of home furnishings designed for office, living room, and multi-functional living.

Our focus is on creating design-rich home furnishings that offer innovation that matters to consumers and enhances not only their environment and aesthetics but also the way they live.

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3,168 Verified Customer Reviews

3,168 Customer Ratings and Reviews

Shopper Approved collects trusted reviews from customers who have made a verified purchase.

4.8

Overall Star
Rating

5 Shopper Approved - Review Star
2870
(90.6%)
4 Shopper Approved - Review Star
119
(3.8%)
3 Shopper Approved - Review Star
40
(1.3%)
2 Shopper Approved - Review Star
22
(0.7%)
1 Shopper Approved - Review Star
117
(3.7%)

Customer Service
4.0
5 Shopper Approved - Review Star
342
4 Shopper Approved - Review Star
20
3 Shopper Approved - Review Star
7
2 Shopper Approved - Review Star
19
1 Shopper Approved - Review Star
94
SHOW DETAILS

5-star reviews
2,500+

5-star reviews

6 years collecting reviews

About this Company

The home is one of the most sacred places, where everything is more personal, and where memories are made. At Twin Star Home, we have a tremendous opportunity to create engaging experiences and lasting relationships with our consumers.

As the longtime leader in electric fireplaces, we will continue to innovate in that category, and further expand our assortment of TV/media furniture into a broader collection of home furnishings designed for office, living room, and multi-functional living.

Our focus is on creating design-rich home furnishings that offer innovation that matters to consumers and enhances not only their environment and aesthetics but also the way they live.

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F
Frank
Today , FL

My rep was very helpful.

Customer Service
5/5
Answer speed
4/5
Agent Knowledge
5/5
Technical Support
5/5

A
Anonymous Customer
3 days ago , PA

Fantastic help, answered and solved every question i had.

Answer speed
5/5
Agent Knowledge
5/5
Technical Support
5/5

B
Bryan
4 days ago , IA

The representative was very helpful and quick to help me to a solution.

Customer Service
5/5
Answer speed
5/5
Agent Knowledge
5/5
Technical Support
5/5

J
Joseph
4 days ago , IL

Harriet was very professional and personable. She handled my situation very quick and efficiently. She took her time and showed true concern for me. She is definitely an asset for Twin-Star International.

Answer speed
5/5
Agent Knowledge
5/5
Technical Support
5/5

A
Anonymous Customer
1 week ago , NJ

My question was answered promptly and courteously.

Customer Service
5/5
Answer speed
5/5
Agent Knowledge
5/5
Technical Support
5/5

J
Judy
1 week ago , MO

"Yet" was very professional and helped me with my order.

Customer Service
5/5
Answer speed
5/5
Agent Knowledge
5/5
Technical Support
5/5

M
Margaret K.
1 week ago , PA

I had trouble trying to access on line so I called customer service, I think the hold time was a little long, but I do understand some call times can be busier than other times. The customer person who answered I think her name is Harriet, was very friendly and helpful and quickly resolved my issue, by emailing a copy of the manual for a fireplace that a friend gave me.

Customer Service
5/5
Answer speed
4/5
Agent Knowledge
5/5
Technical Support
5/5

G
Gerri
2 weeks ago , CO

Excellent experience. Maizie was right on the spot in diagnosis and part finding and ordering. She was also very pleasant to talk with. Thank you so much.

Customer Service
5/5
Answer speed
5/5
Agent Knowledge
5/5
Technical Support
5/5

A
Anonymous Customer
2 weeks ago

Cynthia in customer service was very helpful and very professional.

Customer Service
5/5
Answer speed
5/5
Agent Knowledge
5/5
Technical Support
5/5

G
Gb
2 weeks ago , KY

Cynthia was absolutely amazing. Third time calling and no one else could help me. She got me done quickly and smoothly!

Customer Service
5/5
Agent Knowledge
5/5
Technical Support
5/5
Answer speed
5/5

R
Robin
2 weeks ago , CA

Desk was having issues because it was connected to my surge protector. I called the twinstar service desk and it took me a whole 2 weeks to get a call back from the technician. The technician was nice and helped me fix the desk problem in 10 minutes. I wish they had routed me to her at the start. I was forced to work for two weeks standing up because the desk wouldn't go down all the way.
Great desk though.

Customer Service
1/5
Answer speed
2/5
Agent Knowledge
5/5
Technical Support
5/5

D
Deb Y.
2 weeks ago , MI

Was extremely satisfied with Gihan!! We were frustrated early on with not getting call backs but once we were able to communicate with Gihan, we were very pleased! Thank you so much!! I loved my little heater and was very sad when we started having trouble and couldn't use it. We are thrilled to get it replaced. Thanks again for all the help!!, Gary and Deb Yost

Customer Service
5/5
Answer speed
5/5
Agent Knowledge
5/5
Technical Support
5/5

A
Anonymous Customer
3 weeks ago , AZ

second time on this part and you did it n/c even though it was 1 year old. And that my friends is great customer service.

Customer Service
5/5
Answer speed
5/5
Agent Knowledge
5/5
Technical Support
5/5

F
Fixing F.
3 weeks ago , WA

Our electric fireplace flame generator stopped working after one use. Nothing in the manual covered this issue. Calls were promptly and courteously answered and was promised a tech support call (twice, but never happened). Third call was told flame generator motor was probably out, would send a new one. When starting to install it, immediately found the REAL problem - aluminum foil spindle had simply fallen off the flame generator motor shaft. Didn't need a new motor. Nothing in manual or in phone calls asked about checking this issue. Reinstalled the spindle twice, but normal operations shakes it off. Will try applying gorilla glue to the flame generator motor shaft, then pushing on the aluminum foil flame spindle. Hope it works.

Answer speed
4/5
Agent Knowledge
3/5
Technical Support
2/5

C
CMSP
3 weeks ago , ON

Gigi was very friendly and helpful. Thanks for the great customer service!

Answer speed
5/5
Agent Knowledge
5/5
Technical Support
5/5

K
Kathy T.
02/15/2024 , FL

Agent was very cordial and helpful; repair parts are at a reasonable price which includes shipping by FEDEX.

Customer Service
5/5
Answer speed
5/5
Agent Knowledge
5/5
Technical Support
5/5

R
Roxann H.
02/13/2024 , ID

This was a problem that wasn't solved until GiGi called and helped me with a quick fix. She was very helpful and I appreciated her. She was friendly and easy to follow her trouble shooting method.

Customer Service
5/5
Answer speed
5/5
Agent Knowledge
5/5
Technical Support
5/5

V
Vickie
02/13/2024 , AR

Assisted well with electric heater malfunction.

Customer Service
5/5
Answer speed
5/5
Agent Knowledge
5/5
Technical Support
5/5

S
Surprised
02/06/2024 , NV

I was very surprised at the level of help received in my telephone conversation with support. Solved my issue and learned some things along the way.

Customer Service
5/5
Answer speed
5/5
Agent Knowledge
5/5
Technical Support
5/5

H
H B.
02/05/2024 , IL

Need some persistence to get the correct person and get a five-star employee.

Third call was the jackpot with Cynthia answering questions and resolving issues that should have been answered in first 2 calls.

Cynthia should be promoted and used to train the correct way to speedily resolve customer problems.

I am not related, just a very pleased customer.

Thank-you Cynthia!

Customer Service
5/5
Agent Knowledge
5/5
Technical Support
5/5
Answer speed
4/5

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