Star Furniture

We purchased the sofa and ottoman in March of 2021, by August on the front of the couch the leather was wrinkly, we contact Star and they sent the repair person out. The repair warranty person pulled out a heat gun and attempted to smooth out the excess material.

Now it's October and it's back along with the fabric underneath the couch is now showing.

We contacted Star again on October 24, 2021 and asked if they could come and pick up the couch for a store credit, we were told we needed to send pictures again,,,, and they would send someone out again but that's all they can do.. so we're stuck with a piece of junk.

Do yourself a favor by from a reputable company that appreciates your business and not just out to make a buck.

I purchased a large motioned reclining sectional in March 2018. We had to personally pick it up in a moving truck because we live outside Stars delivery service.

The furniture was all wrapped and sealed so visual inspection was not possible before bringing the furniture home. Once home we immediately saw a scrape on the surface of the leather on the left love seat portion of the section. We called, and they shipped a cushion and sent a contract repairman to install the cushion. It was the wrong cushion, it was for the right sofa it just was not the left love seat cushion.

Now almost three years and today I received the 6th cushion, and it is still not the left love seat piece. Two times Star has said they had the cushion but did not know how to get it to us. We explained how it was done the first time, but we never received those two cushion. The cushion before this one was sent to the contract repair company and was supposedly on the repairmans truck, but I never could get a return call on that one, so I do not know if that one was right or not.

To make the situation worse, the seat cover we were sent today is the different from our sectional regard the texture and where the texture is on the cushion. It is quite different. I was calling monthly, but it always ended with Star saying they would call me back and of course never did.

Now, I email and get a response, but I still have not received resolution to this problem or even acknowledgement for how outrageous this has become. They do not care.

They sent a text notifying me of the date and time range (9/1/2020, 4 pm-7 pm) to expect the delivery. Day of delivery arrives, they call 4 hrs ahead of the scheduled time and say they are on the way to make the delivery.

I didn't answer b/c I was in a meeting. 2 hours later, I call the # back and no answer, I text no answer. I finally called the main office only to be told that they are trying to reach the dispatcher and they would call me back with an update, I asked when they close and they said 7 pm. I call back at 5:30 pm and again at 6:46 pm looking for an update.

I'm told the dispatcher doesn't answer the phone and they can't do anything for me, I would have to call back tomorrow morning at 9:30 am to get it rescheduled.

Everybody had an attitude, where is the customer service that I paid for. Why do I have to call them back! Communication gap is awful between the dispatcher and Star Furniture overall.

I won't be buying from this place again, EVER! The lack of effort from all parties is astonishing.

I purchase several thousand dollars worth of furniture with Star back in August 2018 not even 3 months later the sofa was beginning to sag and look awful. A technician came out and agreed that the sofa was a defect and they took it away after several weeks of waiting for the parts to come in it was through the holidays so I was very upset that my sofa looked awful during the holidays where as many of my guests were here to see the sofa.

Sofa was taken away for another 2 weeks and repaired. The technician told me that if I had any other problems to call and they would resolve it ASAP as the sofa could possibly have a defect. My sofa was brought back to me in March of 2019 which is still well within the one year warranty. By May the sofa was very visible that the same problem was beginning again and when I reached out to STAR for them to come and look at it again and that I was still unhappy with the way it was looking, the representative looked at the pictures and told me that it was just wear and tear, whereas she (Melinda)had not even went back and looked at the notations that the sofa had once been repaired already.

I am very unhappy that within 2 months of the repair it is beginning to look very terrible again. I sent pictures and they agreed that the technician would come out again, it was the same technician that had fixed it in the first place which I'm sure would not admit that his work had not done the job of repairing it completely to make me happy. Of course he would say there was nothing wrong with it. I have spoke numerous times to the representative Deborah where as she had the Houston office look at the pictures did not agree to have another technician come out to look at it because it was just too far to travel from Houston to Canyon Lake to make the trip to make me happy.

I would also like to mention that the first technician that came out that fixed it and also came out and took a second look that said that it was just normal wear and tear had told me that evidently the sofa was defective and that I would be hearing from Star within a couple of days. Well two weeks went by and I had not heard anything and that was when I was told by the representative that they had taken a look at the pictures and it was just wear and tear. They did not even have the common courtesy to call me and tell me of their findings whereas I phoned them two weeks later for follow-up and was then told that they are not going to repair it. How professional is that?

They said it was normal wear and tear well normal wear and tear within 2 months of having it completely repaired is not acceptable to me. End of story I still owe a few $1,000 on this furniture and I am very unhappy I have not had it a year and Star is unwilling to take another look and resolve this issue. I know that it is still under warranty and I feel that it should be replaced or repaired not just continue to tell me that it is wear and tear which is unheard of until my 2 year warranty is up!

I have always trusted STAR and bought with them in the past because I felt that the quality of the furniture would be meeting my needs. I will never buy anything else from Star and to anyone else I will agree, do not waste your time because they are not in it for anything but making their money.

They do not back there quality of furniture at all and if anything they will make the customer feel they are below them and very belittling to them. The representatives need to be trained to treat their customers with highest respect and not belittle them when they talk to them.

I have requested all of the notations that Star has in their computer on all of the interactions that I have dealt with them, but as of now I have not received anything so that I can pursue further actions to get this matter taken care of and possibly for my sofa to get repaired or replaced. I've heard that Star is like this and that sometimes they will even delete the notations to cover their butts that they are in the right and the customers always in the wrong.

Very Unhappy