Bailee Rdl
map-marker Missouri City, Texas

Payment

Was on hold for a long time and when transferred for a voice mail.
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Anonymous
map-marker Sugar Land, Texas

Very bad experience

I bought several pieces of furniture, and the TV cabinet has a chimney in the two shipments, not the remote control. I have called the customer service and the store where I bought my furniture and everyone promises to send it but no one is responsible for sending it.

Sometimes the answer is go to the warehouse and they give you control.

It does not seem fair to me to pay two unfair shipments and that they exhibit furniture that they do not have available and the solution is to pay for shipping. The service is bad.

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1 comment
Guest

Thank you for your feedback. We are sorry for the way you feel in regards to the service from our company.

We would like to have the opportunity to look at all the details.

Please contact us at starcares@***.com with your complete information. We look forward to getting the information.

Anonymous
map-marker Houston, Texas

Very deceptive dangerous to public health and welfare.

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They picked up the beautiful Dresser with mold spores on it Which was paid in full. Did not Return my $1,700. Nor replace The dresser. My right eye swollen Due to their moldy furniture had To be lanced and later resulted In macular hole almost lost my vision. They said they did not have any Paper work stating they Sold me dresser, Delivered dresser, picked up dresser 3 months later, complaints about mold Or no paper work that I paid for Dresser in full. I called corporate office And they said they could not help me Knew nothing about it.
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Reason of review:
Damaged or defective
Anonymous
map-marker Sugar Land, Texas

UNBELIEVABLY POOR SERVICE

We were one of the many folks in Houston that lost all of our furniture to the flood waters of Hurricane Harvey. With that said we expected some delays in getting furniture, however what we experienced from beginning to end was completely UNACCEPTABLE and quite unbelievable! Here is a timeline of Our Star Furniture experience: 1. 3 items missing from our original order, a queen size bedframe, a nightstand and a dresser. The sales person called us about the Queen size bedframe, which caused us to audit the order ourselves after hanging up. We found that 2 additional items were missing. We visited the store to rectify the problem the next day. 2. I visited the Webster store and paid in full for our order on 10/27/2017 and set delivery with Customer service for 11/3/2017, as my sales rep was on vacation. 3. Get a call from my sales rep a few days later asking when we would like our furniture delivered. I stated we already had a delivery date set for 11/3/2017. She says, she has no record of that and I need to select a new date quickly before they are all booked. I had no bed to sleep on and had been bunking on a glorified cot for months. I am disabled, so getting the bed was crucial for me! Even 3 more days more means eating a ton of physical pain.......... We scheduled a new delivery date for 11/06/2017. 4. 11/6/2017 - Delivery Day arrives........ it was a partial delivery, as a large portion of our furniture was on back order. The delivery guys were great, but unfortunately our sales person had ordered the wrong size bed rails for our king size bed. For some reason she ordered the california king rails. So, the thing I needed the most to be correct was wrong. The delivery guys took pity on me and my old broken body and flipped the california king rails to temporarily work until they could get the right rails to us. Also, one of the piers on the entertainment center was busted and the handles for the doors were missing. Our delivery guys talked to customer service and reported the damage and missing handles as well as reporting that they needed to send out king size bed rails instead of california king bed rails. So, another date was scheduled for 11/14/2017 to replace the damaged pier and bring the correct bed rails. 5. 11/14/2017 - 2nd Repair and replace delivery - once again California king bed rails were brought out, UGGHHH! They installed the new undamaged pier on the entertainment center, however customer service had no record of the missing barn door handles! i heard our first delivery person tell customer service about the handles and she confirmed that she had documented the issue, so customer service dropped the ball once again! Ok, so now customer service says they will need to order the regular king size rails we need as they do not have them in stock. 6. On 11/30/2017, I recieve a letter from Star Furniture Customer service about the handles for our entertainment center. The letter states that an order has been placed with the manufacturer and that we should expect to receive the part approximately 90 days after the receipt of this letter. Where are they coming from that it takes 90 days to get them? 7. 12/27/2017 - 44 days later - the rest of my bedroom furniture was to be delivered including the correct bed rails. Nope, once again they bring California king bed rails, REALLY!!! At this point I cannot understand why they are not able to send out the correct bed rails. Mind you, our legs are all bruised up at this point from constantly running into the extra long bed frame. Customer service finally says that the change needs to happen at the store level and that I needed to call my sales person to get it changed, wow really, you guys can’t talk to each other and get this straightened out? I call my sales rep and beg her to get this fixed ASAP, as the sofa was being delivered the next day and the regular king size bed rails need to be on that truck. 8. 12/28/2017 - Here comes the sofa and hopefully the correct bed rails (4th time is the charm?). Well, finally we get the correct regular king size bed rails for the bed. The delivery guys whisked away those wretched California king bed rails, which made me very happy! Sofa was delivered as well, unfortunately the recliner is electric.......... it was meant for my spouse, since I am unable to sit in a recliner. The delivery guys zipped in and zipped out. My spouse came home and sat in the recliner, it did not work........... I am disabled, so it is extremely difficult for me to get on the floor and wire this thing correctly, but some how I did, not easily, but I did! 9. 2/19/2018 - Well it has been over 90 days since I received the letter from Star stating I should have received the handles for the Parker entertainment center barn doors. They are not here, so I placed a call to customer service once again. A very nice young lady helped me by calling the manufacturer and 4 days later The handles arrived, without screws, but they arrived. My question is why could this not have happened to begin with? If it only took one phone call to make it happen in 4 days? Seems it took longer to type up the letter than it did for this young lady to handle the problem. Funny thing is that letter sat in their office for 2 weeks before it was actually sent to me Talk about poor business practices! 10. 3/10/2018 - Started receiving a $186.33 bill from Star Furniture Collections.......... Huh, I am confused, since we paid in full on 10/27/2017. Turns out it is for those wretched California king bed rails that the delivery guys took back with them on 12/28/2017. I called collections and left numerous messages, with no reply for weeks. I finally drove to the Webster store and had customer service look into the issue. For some reason the incorrect rails were never released/credited back to the warehouse. The customer service rep fixed the problem and credited my account, then gave me a receipt showing that I owed them nothing. She said give it a few weeks to filter down to the collections department, that was on 3/23/2018. 11. 4/28/2018 - Guess what I got in the mail today???? Yet another notice from the Star Furniture Collections department. Apparently, the credited information never got to them. So, I left yet another message, which I am sure will go unanswered.Star furnitures biggest problem is a lack of communication between each of their departments and not really caring about their customer’s once they get their money! Star Furniture can’t seem to solve this problem on their own, so I will find someone who can help them close the matter. I will start with filing a complaint with the Attorney General’s Office and the Better Business Bureau. It was bad enough being victimized by Hurricane Harvey’s floodwaters. Now we are being victimized by Star Furniture as well! Truly disappointing that you push your customer’s to this point. All I want is Star Furniture out of my life! I promise once this is over they will NEVER hear from me again!
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Reason of review:
Problem with delivery
Anonymous

Horrible Experience

Star Furniture - Horrible Experience
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I custom ordered two chairs from the Webster/Clear Lake Star Furniture location and paid a total of 2,103.74 with tax and delivery. Both purchases have been a huge disappointment. I will explain each chair’s issues separately. Custom chair #1 I purchased a custom upholstered grey glider/swivel chair for $785.87 (without tax and delivery charge) on 1/28/18. I contacted Star Furniture customer service after it was delivered about the bottom skirting being buckled and not the same length all around the chair. They sent a tech out to take pictures which were taken from a ‘straight on’ angle rather than from the sides. I called customer service back and was told nothing could be done using their pictures. After I told them again about the issue, they said to send my pictures. I did so and after speaking to several people, I was told that they would do nothing because the issues fell within their standards. I would understand if this chair came from a discount store and cost around $300 to $400. For $785.87 I expect them to redo the skirting. The pictures below show the issues. Custom chair #2 I ordered a custom upholstered lift/recliner chair for $1,203.43 (without tax) on 2/4/18. When the chair was delivered, the delivery man could not get the chair to work. He called customer service to schedule a tech to come out and make it work. The tech came out on April 18th and stated he had to order another remote control. On April 30th I received a letter that was dated April 23rd that stated they had ordered the part and it would be shipped to my home. It stated that if I need assistance, I have to call customer service upon arrival of the part. Since I have no idea how to install an electrical remote control, I am going to have to call and wait yet again for the tech to come out and install the part. To add to the delay, the letter stated that I should expect delivery of the part approximately 90 days from the date of the letter. That would mean I will not receive the part until July 23rd and then I have to call customer service to schedule a date for installment. Therefore sometime around August 1st, I may have a working chair that I purchased on 2/4/18 if the part works.
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Reason of review:
Bad quality
Anonymous

Great furniture, terrible customer service

I have to say that the purchasing of the couch was great, the sales person was nice and didn’t feel pushy at all. We even bought the 5 year accident warranty because we bought two leather couches and you never know.

So after spending $4,000 on couches, we left happy. Delivery was fine, no complaints. But less than a year later, the zipper on one of the cushions busted open. So we called for repair.

The repair man was great, but he couldn’t fix it, said he needed a part. It would be THREE MONTHS. Well, that seems excessive, but okay. So about three months later they come and take away our couch.

Ten days later it is returned, still broken. They didn’t have the part. Okay, so how long? THREE MONTHS.

And in the mean time we get a letter saying that we are now past our one year warranty and will have to pay for repairs done from this point on. I call and say nope, this has been going on for months and they concede that they will fix the couch for free after all. So three months go by and they come and get the couch again. They bring it back, fixed cushion, but deep, fingernail like gouges in the leather on the side of the couch and the leather is scraped off on the edges of the arm on one side.

I am like, seriously. So we don’t accept it and we call customer service and they offer to use our accidental warranty to replace the couch, but then the warranty on the parts of the new couch will be less because it all goes back to original purchase date. So, they want to use the warranty I purchased for any accident I may have to fix the damage they did to my couch and I have to eat the warranty time....nope. So I said, okay, try to fix it.

So it’s gone another week and it’s returned looking like they painted over the damage with some brown stain. And other areas they didn’t even try to fix. I just accepted it to be done with this.

I guess if you don’t plan on ever having to use your warranty, you could shop here, but don’t plan on getting any customer service beyond the day you purchase the furniture. Buyer Beware.

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Reason of review:
Poor customer service
Sara f Bol
map-marker Webster, Texas

Theft during dlievery

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I am distraught. I had a delivery today by star furniture and within minutes of them leaving I realized that the box on the table next to the door was missing.

It contained thousands of dollars of jewelry. The sales person and the floor manager both said they would call back. I have heard nothing. It is unbelievable that a firm like this would have thieves delivering to their customers.

Or should I say former customers now. I stepped out of the room. For 5 minutes when the buzzer in the other room went off.

So disappointing. Zzz zzz zzz zzz zzz bbb mkhnb kkkk kkkk kkko zzz zzzz zzzz zzzz zzzz zzzzz zzzz zzzz

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Loss:
$15000
Reason of review:
Theft
2 comments
Guest

fake reviews as they never have names to allow the business addressing the issue.

Guest

At Star Furniture, we take any complaints very seriously. Our intention is to get any situation/concern addressed immediately.

Please feel free to contact our customer care department at customercare@***.com.

In order for us to address the situation you are describing, we will need a copy of the police report, as this is a very uncommon situation. Again, we want to make sure your situation is handled appropriately.Thank you,Customer Care at Star Furniture

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Robin D Ope
map-marker Houston, Texas

WAITING FOR MAGNOLIA FURNITURE SINCE FEBRUARY! Very Upset!!

In February, my husband & I went to Star Furniture to buy a dining room set. I had bought furniture there before, knew Mr. Wolff as his Realtor, and my sister had even been employed by Star in the 90's. I had always had a good experience. I can tell you that my opinion is now very different. As a person that has been in sales / service since '91, I can tell you that if I practiced my business this way, I'd have NO customers! I refer clients all the time for businesses, as a Realtor, and I will not refer Star again. I am also very tempted to contact my friends in the media / social media field to warn others. You see, our furniture has been paid for since February and it's now June as we still do not have the complete set. We were originally told, by our sales rep, Tammy Taylor, that it would be end March. We got a partial delivery early April and still had to wait for 2 more chairs. The hutch was promised again late April, then May, then end June (which it currently is, and no call) I have missed several occasions I wanted the furniture for. Harvey is the only excuse I've received and that was 10 months ago! As a line from Chip & Joanna's, Magnolia, I have to believe they would not like this, either...for, their name is on it. To say that I'm a "pissed customer" would be putting it lightly. Now, I understand why Mr. Mcingvale says "no back back back orders"....Wow, Star Furniture needs a lesson in this. I will be calling, yet again,, this week for my hutch. I had better get it or this so far complacent customer is going to become a lion about this mishap. Shame on Star for treating their customers this way.
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Loss:
$3000
Reason of review:
Problem with delivery

Preferred solution: Deliver product or service ordered

Anonymous
map-marker Houston, Texas

CONSTANTLY CALLS

Star Furniture - CONSTANTLY CALLS
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I applied for credit long time ago but never used it. After 5-6months a lady who’s name is “Jackie” is been calling me from this number (281)492**** regarding a purchase that I made. I explained to her that I just Applied but never made any purchases. Also I asked her not to call me back again. She told me ok I will delete your phone number from our system. Today the same lady called me again but she doesn’t know why did she called me. SIMPLY RIDICULOUS!!
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Reason of review:
Poor customer service
Robin D Ope

Bought in February & STILL waiting for furniture! Chip & Jo WOULD NOT BE HAPPY

Magnolia Hutch has been bought and paid for since February. Originally, we were told end March. I wanted by Easter but all they could get me was the table and 4 chairs. The other 2 chairs I had to wait another month for. So, 2 more occasions went by without my hutch. It's now into the summer and the last date I was given was end June. Also, some excuse about Harvey deliveries (Harvey was 10 months ago!) Anyway, it's end June and nothing. So, today I'll contact them, again!! I've contacted Star 3 X and have been put off by Tammy Taylor, my sales rep, each time. It's getting very old and today I'll be contacting several people about it. If you can't deliver, don't sell it! I'm pretty sure Chip & Joanna would not like it, either!
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Chuck k Fwt

Poor customer service

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My family and I went to Star furniture to look at furniture. We told the sales person we was only there to look but we found some items we like so we decided to make a purchase. We was told that the furniture was available..that is the reason we decided to stop looking and go ahead and buy the furniture. We call today to verify the delivery and now we are told the furniture was unavailable. Instead of apologizing ...the salesperson acted as if she could careless if we canceled the order. She said “I told you it was not in the warehouse ...” Instead of trying to find a way to resolve the issue...she became defensive and uncaring. We have been lied to and they just do not care ! Poor communication! Poor customer service !! Go see Mattress Mack ! I should have never stopped in on the way to Gallery furniture ! Star furniture needs to close its doors !
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Reason of review:
Poor customer service
Anonymous
map-marker Houston, Texas

Did not receive items, poor customer serrvice

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We found the bedroom suit that I wanted ..at 1st they said we could only get one night stand so I did not want it ..then later on she said she said could get the other night stand from another store and I said great we will buy it. I was very clear I did not want it if I couldn't have both night stands .Also they were having a promotion for a free bicycle.

3 weeks later my furniture is delivered today and I only have 1 night stand! And no bike ! Before we left the store , the manager assured us the bicycle would be delivered with the furniture. Not a happy customer.

Don't shop here. Our home flooded during Harvey and we have had the worst experience with contractors not showing up and terrible work ...We thought we at least could count on Star furniture to do as promised but we were wrong.

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Reason of review:
Order processing issue
Bobbie Gnm
map-marker Houston, Texas

Horrible service / products

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We had purchased a sectional sofa from them before and did not have a good experience with that. The frame broke in less than 6 months of ownership.

They fixed but it was never the same. Besides how does this happen to new custom ordered sofa? Never the less I found the style dining set that was just what I was looking for and it was at Star. My husband was reluctant but i convinced him to give Star another try.

So we did. Our salesperson Nancy Turner seemed nice enough and she has worked at Star for some time. Gave us some information so we proceeded. The set was back ordered and was not to arrive until early October.

No worries as we were not in a big hurry. Besides we live in Houston and what happened with Harvey we were understanding. She called to schedule the delivery. I told her a specific day that I needed the delivery - she did not write it correctly so this was the first indication that something was wrong.

So we had to get this corrected. Luckily they were able to accommodate the date I needed (original date given) Upon delivery the crew was lazy and not friendly at all. They had to move furniture around to get the table in the house - which once complete they did not put the items back. I am a woman with a bad back and had to lift a recliner to put back in it's spot.

My husband had to move the rest later. One of the brand new chairs came in with gauges / scratches - the delivery person wanted to break out a furniture marker to repair - who does this on a new piece of furniture. I called talked to a manager she advised that I could send the chair back. The other chairs arrived fine but the table was scratched.

The driver had me sign for delivery - he scrolled so fast on the tablet and told me that I was signing for receipt of 5 chairs and the table. When I called Nancy to tell her she advised that I had signed for all 6 - which was false as they knew they had taken back one chair. She advised that they would order a new chair and that it was not due in until the end of October. I have family scheduled to arrive end of October for a visit and I told her I needed a chair before then.

She advised that I have the damaged chair returned to me and a new one ordered. Now we are being told that we have to keep the damaged chair we have and they will not fix scratches that are on the table as well.

They are LIARS!! Don't believe anything that they tell you as they tell you what you want to hear and not what they will actually do for you.

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Loss:
$179
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Let the company propose a solution

Anonymous
map-marker Sugar Land, Texas

Buyer Beware

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Buyer Beware By W.T. from Houston, TX This is a nice, comfortable chair, however, their is one major problem with it - the wheels do not roll if someone is sitting in the chair. My wife is 110 pounds and I am 230 pounds and there is no change when she sits in it. Any load causes the wheels to drag/lock. To make sure it was not the plastic mat I had it on, I brought in a 1/2" thick plywood sheet. It did not help. The chair will roll when no one is sitting in it, although it does not roll as smoothly and easily as a new chair should. Star furniture said they woulld send someone out to "look" at it - in two weeks. The manufacturer, *** furniture, offerred no help and would not replace the wheels. It was less complicated to just purchase new casters, which I am doing. Good chair but check out the wheels before buying. Neither *** or Star furniture will help you solve the problem in a timely and professional manner Merchant response: Thank you very much for taking the time to provide your feedback although we are very sorry to hear that your are disappointed with your furniture. We pride ourselves on our quality, value and style and we always take our purchaser's feedback seriously. We have passed your comments on to our product development and quality teams as we certainly want to ensure that our products always exceed the expectations of our consumers. Thank you again for taking the time to leave your review. If you need further assistance, please reach out to our Customer Care department and they will be glad to help. The phone number is 276-656-**** or you can email hookerfeedback@***.com. We also have Live Chat available on our website. Thank you, *** Furniture Team As you can see by the manufacturer's response above, neither Star nor *** were interested in helping solve the problem. The above review was submitted to the Star Furniture's website on three different occassions. It was never posted. Apparently Star only posts 4-5 star reviews. *** Furniture did post it on their website and can be viewed there today.
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Loss:
$75
Cons:
  • Lack of customer service
  • Customer service
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

Anonymous

Poor quality material

Purchased a recliner 4/7/16 and the material on the front of the seat is wearing through. Was going to call Flexsteel to complain but reading the reviews it doesn't look Luke it will be a positive experience. But, gonna try anyways. $855.00 on sale. Wasted money!
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Reason of review:
Bad quality