We have been online AND spoken with the company directly We have an 28Emodel electric fireplace and the blower switch has broken twice This time, we're being told that they no longer make this model and so cannot provide a replacement switch! Went online and found a rocker switch for $ Too bad Twin-Star cannot take care of those who've purchased their products
I purchased a Duraflame Inflared heater 1/years agoLast winter it was not heating as good as year beforeI took the unit apart, and mind you I have a engineering degree, not real hard to take apartHad bulbs of the or heating element not working because wire burnt off the end of elementI contacted Twin star and get replacement element and all I have gotten is run aroundThey have no interest in sending me bulbs, they stated to go Lowes, place I purchased it and they should have elements in stockI worked closely with manager at lowes they had the same problem I had, they got run around as wellI have made attempts have talked to people at Twin Star and I very unset with result I have received from this companyI purchased a Duraflames because I thought it was a good companyI will never purchase any product with Twin Star or Duruflame name attached to itI was not asking for a new unit, I also never asked them for anything free, I knew I would have to pay for Heating elementsVery upset and will put it on every site I can find let people know not to purchase this unit
The customer service is extremely disappointingthe item that I purchased had an issue days after bringing it homeI've called about times for someone who doesn't speak English to tell me a technician will be calling me between vague hours and haven't gotten a callit's taking over a week and a half to talk to this technicianI was excited to make this purchase and now I am notExtremely disappointed!!!!
Went to a local distributor in Charlotte NC of Twin Start Electric Fireplace, purchased one for $The owner came out to install and did not know how to install unit The frame hangs over the marble and inch on each, there is a inch gap at the top, and the electric cord is outside the unit and extension cord on it to reach outlet I asked about it and he said get an electrician to fix it He called next day and said I think the gap needs work so we can raise the unit off the ground inches and cut metal to fill holeI am returning the unit and going somewhere else .I DO NOT pay $for a piece of crap! I tried calling Twin Star all day Friday and Customer Service could not even get my name right and no one to help meI called the sale representative for this are and he was out for extended periodWhat is that telling you.I would never recommend this company!!!
Website does not allow registration if received as gift, but knew where was NOT bought at certain places by model #You can call customer service after your computer freezes, and you reboot and google phone #...just callWire and plug gets hot on10QI071ARA model very quickly, use caution! mine eventually melted (mos use)throw away models now run $xxx.xxSee if I get a call back...Would've just ordered a cord...no help
Utterly disgusted with the product AND the customer service My wife's grandmother purchased a fireplace insert unit from Home Depot less than year ago, and it already has problemsThe fan that blows the heat out has stopped working, and the display flashes an error code of "E3", which is related to the blower fan, per the owner's manualI first attempted to troubleshoot the problem per the owner's manual times
I called the customer service number and opened up a ticket on 12/13/I instructed the customer service person that I'd already tried the troubleshooting remedy times The customer service tech told me "a technician will call you within 24-hours" OkAnd I waited After no call back, I called customer service back hours later They made a note in my ticket that I had called After no call back FOUR DAYS later, I called customer service back AGAIN They made another note in my ticketTwo MORE days later, I finally MISSED a call back from them I tried to call back to the number provided on my voicemail, and I reached the same generic customer service centerby now I'm utterly disgusted with the customer service protocol I also sent an email DIRECTLY to the person whom I missed the call from Two more days later, I called back AGAIN, notifying them that I've called, emailed, done everything in my power to try and reach somebody who can remedy my situation Each and every time, they tell me the same thing"someone will call you back in 24-hours" FOUR MORE DAYS LATER, they update my ticket with this response: "we can offer to send a new fireplace insert but can you please send me picture of the front and back of the unitThe cost would be shipping and handling without proof of purchaseOur contact number is XXX-XXX-XXXXOur hours of operation are 8:AM - 5:PM ESTMonday thru FridayThank you" FINE I take pictures of the unit, upload them, and I update my own ticket No responseno follow up from them
Two full days later, I call back AGAIN and get the same story"...24-hours..."
DAYS LATER
I call back againand am assured that someone will call me back WITHIN THE DAY NO ONE CALLS
I can't figure out how this company stays in business with (a) a poor product, and (b) the poorest *** service I have EVER experienced I would rate them a (zero) if I could Today is 1/6/
I place my first call January 2nd 2015. since then I have called and left messages repeatedly. 18 days later I still have not received a call or email from customer service for this company.
I bough an electric heater/fireplace and it had a broken leg and was missing the remote. Called the number in the manual and received and answering service that said someone would call me back. I have a ticket number, called numerous times to the generic voicemail box phone number they gave me, updated the ticket in their online portal and still have not received a single response. Worst customer service ever. I will be returning the product and never using this brand again. This company clearly preys on consumers and makes no effort to resolve faulty products or consumer complaints.
We have been online AND spoken with the company directly. We have an 28E05 model electric fireplace and the blower switch has broken twice. This time, we're being told that they no longer make this model and so cannot provide a replacement switch! Went online and found a rocker switch for $8.73. Too bad Twin-Star cannot take care of those who've purchased their products.
I purchased a Duraflame Inflared heater 2 1/2 years ago. Last winter it was not heating as good as year before. I took the unit apart, and mind you I have a engineering degree, not real hard to take apart. Had 2 bulbs of the 6 or heating element not working because wire burnt off the end of element. I contacted Twin star and get replacement element and all I have gotten is run around. They have no interest in sending me bulbs, they stated to go Lowes, place I purchased it and they should have elements in stock. I worked closely with manager at lowes they had the same problem I had, they got run around as well. I have made 5 attempts have talked to 3 people at Twin Star and I very unset with result I have received from this company. I purchased a Duraflames because I thought it was a good company. I will never purchase any product with Twin Star or Duruflame name attached to it. I was not asking for a new unit, I also never asked them for anything free, I knew I would have to pay for Heating elements. Very upset and will put it on every site I can find let people know not to purchase this unit.
Went to a local distributor in Charlotte NC of Twin Start Electric Fireplace, purchased one for $1200. The owner came out to install and did not know how to install unit. The frame hangs over the marble and inch on each, there is a 3 inch gap at the top, and the electric cord is outside the unit and extension cord on it to reach outlet. I asked about it and he said get an electrician to fix it. . He called next day and said I think the gap needs work so we can raise the unit off the ground 3 inches and cut metal to fill hole. I am returning the unit and going somewhere else .I DO NOT pay $1200 for a piece of crap! I tried calling Twin Star all day Friday and Customer Service could not even get my name right and no one to help me. I called the sale representative for this are and he was out for extended period. What is that telling you. .I would never recommend this company!!!
The customer service is extremely disappointing... the item that I purchased had an issue 3 days after bringing it home. I've called about 4 times for someone who doesn't speak English to tell me a technician will be calling me between vague hours and haven't gotten a call.... it's taking over a week and a half to talk to this technician. I was excited to make this purchase and now I am not. Extremely disappointed!!!!
Worst customer service I have ever seen. Promised a call back in 24 to 48 hours. It's been a week and every time I call back it the same script recital.
I asked for a replacement switch. I was told to search the internet for one. This company doesn't even carry replacement parts for their own products. How can a company with so many negative review still be a Revdex.com's A+ company?
We have been online AND spoken with the company directly We have an 28Emodel electric fireplace and the blower switch has broken twice This time, we're being told that they no longer make this model and so cannot provide a replacement switch! Went online and found a rocker switch for $ Too bad Twin-Star cannot take care of those who've purchased their products
I purchased a Duraflame Inflared heater 1/years agoLast winter it was not heating as good as year beforeI took the unit apart, and mind you I have a engineering degree, not real hard to take apartHad bulbs of the or heating element not working because wire burnt off the end of elementI contacted Twin star and get replacement element and all I have gotten is run aroundThey have no interest in sending me bulbs, they stated to go Lowes, place I purchased it and they should have elements in stockI worked closely with manager at lowes they had the same problem I had, they got run around as wellI have made attempts have talked to people at Twin Star and I very unset with result I have received from this companyI purchased a Duraflames because I thought it was a good companyI will never purchase any product with Twin Star or Duruflame name attached to itI was not asking for a new unit, I also never asked them for anything free, I knew I would have to pay for Heating elementsVery upset and will put it on every site I can find let people know not to purchase this unit
The customer service is extremely disappointingthe item that I purchased had an issue days after bringing it homeI've called about times for someone who doesn't speak English to tell me a technician will be calling me between vague hours and haven't gotten a callit's taking over a week and a half to talk to this technicianI was excited to make this purchase and now I am notExtremely disappointed!!!!
Went to a local distributor in Charlotte NC of Twin Start Electric Fireplace, purchased one for $The owner came out to install and did not know how to install unit The frame hangs over the marble and inch on each, there is a inch gap at the top, and the electric cord is outside the unit and extension cord on it to reach outlet I asked about it and he said get an electrician to fix it He called next day and said I think the gap needs work so we can raise the unit off the ground inches and cut metal to fill holeI am returning the unit and going somewhere else .I DO NOT pay $for a piece of crap! I tried calling Twin Star all day Friday and Customer Service could not even get my name right and no one to help meI called the sale representative for this are and he was out for extended periodWhat is that telling you.I would never recommend this company!!!
Website does not allow registration if received as gift, but knew where was NOT bought at certain places by model #You can call customer service after your computer freezes, and you reboot and google phone #...just callWire and plug gets hot on10QI071ARA model very quickly, use caution! mine eventually melted (mos use)throw away models now run $xxx.xxSee if I get a call back...Would've just ordered a cord...no help
Utterly disgusted with the product AND the customer service My wife's grandmother purchased a fireplace insert unit from Home Depot less than year ago, and it already has problemsThe fan that blows the heat out has stopped working, and the display flashes an error code of "E3", which is related to the blower fan, per the owner's manualI first attempted to troubleshoot the problem per the owner's manual times
I called the customer service number and opened up a ticket on 12/13/I instructed the customer service person that I'd already tried the troubleshooting remedy times The customer service tech told me "a technician will call you within 24-hours" OkAnd I waited After no call back, I called customer service back hours later They made a note in my ticket that I had called After no call back FOUR DAYS later, I called customer service back AGAIN They made another note in my ticketTwo MORE days later, I finally MISSED a call back from them I tried to call back to the number provided on my voicemail, and I reached the same generic customer service centerby now I'm utterly disgusted with the customer service protocol I also sent an email DIRECTLY to the person whom I missed the call from Two more days later, I called back AGAIN, notifying them that I've called, emailed, done everything in my power to try and reach somebody who can remedy my situation Each and every time, they tell me the same thing"someone will call you back in 24-hours" FOUR MORE DAYS LATER, they update my ticket with this response: "we can offer to send a new fireplace insert but can you please send me picture of the front and back of the unitThe cost would be shipping and handling without proof of purchaseOur contact number is XXX-XXX-XXXXOur hours of operation are 8:AM - 5:PM ESTMonday thru FridayThank you" FINE I take pictures of the unit, upload them, and I update my own ticket No responseno follow up from them
Two full days later, I call back AGAIN and get the same story"...24-hours..."
DAYS LATER
I call back againand am assured that someone will call me back WITHIN THE DAY NO ONE CALLS
I can't figure out how this company stays in business with (a) a poor product, and (b) the poorest *** service I have EVER experienced I would rate them a (zero) if I could Today is 1/6/
I place my first call January 2nd 2015. since then I have called and left messages repeatedly. 18 days later I still have not received a call or email from customer service for this company.
I bough an electric heater/fireplace and it had a broken leg and was missing the remote. Called the number in the manual and received and answering service that said someone would call me back. I have a ticket number, called numerous times to the generic voicemail box phone number they gave me, updated the ticket in their online portal and still have not received a single response. Worst customer service ever. I will be returning the product and never using this brand again. This company clearly preys on consumers and makes no effort to resolve faulty products or consumer complaints.
We have been online AND spoken with the company directly. We have an 28E05 model electric fireplace and the blower switch has broken twice. This time, we're being told that they no longer make this model and so cannot provide a replacement switch! Went online and found a rocker switch for $8.73. Too bad Twin-Star cannot take care of those who've purchased their products.
I purchased a Duraflame Inflared heater 2 1/2 years ago. Last winter it was not heating as good as year before. I took the unit apart, and mind you I have a engineering degree, not real hard to take apart. Had 2 bulbs of the 6 or heating element not working because wire burnt off the end of element. I contacted Twin star and get replacement element and all I have gotten is run around. They have no interest in sending me bulbs, they stated to go Lowes, place I purchased it and they should have elements in stock. I worked closely with manager at lowes they had the same problem I had, they got run around as well. I have made 5 attempts have talked to 3 people at Twin Star and I very unset with result I have received from this company. I purchased a Duraflames because I thought it was a good company. I will never purchase any product with Twin Star or Duruflame name attached to it. I was not asking for a new unit, I also never asked them for anything free, I knew I would have to pay for Heating elements. Very upset and will put it on every site I can find let people know not to purchase this unit.
Went to a local distributor in Charlotte NC of Twin Start Electric Fireplace, purchased one for $1200. The owner came out to install and did not know how to install unit. The frame hangs over the marble and inch on each, there is a 3 inch gap at the top, and the electric cord is outside the unit and extension cord on it to reach outlet. I asked about it and he said get an electrician to fix it. . He called next day and said I think the gap needs work so we can raise the unit off the ground 3 inches and cut metal to fill hole. I am returning the unit and going somewhere else .I DO NOT pay $1200 for a piece of crap! I tried calling Twin Star all day Friday and Customer Service could not even get my name right and no one to help me. I called the sale representative for this are and he was out for extended period. What is that telling you. .I would never recommend this company!!!
The customer service is extremely disappointing... the item that I purchased had an issue 3 days after bringing it home. I've called about 4 times for someone who doesn't speak English to tell me a technician will be calling me between vague hours and haven't gotten a call.... it's taking over a week and a half to talk to this technician. I was excited to make this purchase and now I am not. Extremely disappointed!!!!
Worst customer service I have ever seen. Promised a call back in 24 to 48 hours. It's been a week and every time I call back it the same script recital.
I asked for a replacement switch. I was told to search the internet for one. This company doesn't even carry replacement parts for their own products. How can a company with so many negative review still be a Revdex.com's A+ company?