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January 2024 by Pete V.
We recently purchased a writing desk from Star Furniture, and our experience so far has not been good. Let me start by saying that our sales person (Judy) was excellent , as was the delivery driver. But the desk had a large crack in it when it came off the truck so we could not accept it. This is where the real problem begins. When I contacted customer service minutes later to ask for an immediate replacement I was told that their system would not allow them to process and schedule a replacement until the desk is returned to their warehouse and processed back in to their system. And that process usually takes 2-3 business days! So that means that in 4-5 days (today is Thursday so 2-3 business days is sometime next week) I can then get on their delivery schedule which, based on our original purchase, could be another 4-5 business days? Come on, this is 2024. When Amazon ships a wrong or defective item, they process the replacement in seconds, even though they might not get the merchandise back for days/weeks. Its not like Star doesn't already have my money and is worried that I will be getting something for free. Since we've already removed the old desk and have a gaping hole in our office, this is a major inconvenience. As I told the store personnel, if the CEO of Star Furniture wanted to have a desk delivered the same day, they would make it happen regardless of their system limitations. Most retail businesses recognize that the customer experience/recovery after an issue comes up is far more critical in the long run than the original customer experience.
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November 2023 by Melanie R.
Very disappointed in Star Furniture. Bought a coffee table 10/23/23, (actually love the coffee table from Hooker Furniture) however I noticed last night 11/15/23 (3 weeks later) they have lowered the BASE price of the coffee table $300. This is the BASE price, has nothing to do with the sale they are having. I called customer service and talked to a manager, and they said too bad. I cannot believe you can sell something to someone and then lower the base price that much 3 weeks later. Lesson learned - will never shop here again!!!
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October 2023 by Lisa Harkema
The store is filled with so many pieces of gorgeous furniture! The shopping was easy & the sales people were helpful & not pushy. Pamela greeted me at the door & let me know right where to find what I was looking for. I made sure to go back to her for the sale. She was friendly, helpful, & knowledgeable.
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October 2023 by Shirley Madison
Over a 20 year timeframe, I bought a lot of high quality furniture from Star; dining room table with custom order leather (and wood) chairs, leather sofas, custom order side chairs, bedroom suits, etc. I spent many tens of thousands of dollars there. Times have changed and with all the interior designers and retailers selling mostly trendy furniture and furnishings. There’s very little that I can find to purchase there now. I’m just thankful that I don’t need any new furniture.
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September 2023 by Kirvin Rogers
Purchased a dining room set from the Austin location, and one of the chairs didn't match the rest of the set. Was told by delivery guys that the office would contact me to swap out. A week passed, and the office never contacted me so I contacted them. Since I listened to the delivery guy and allowed them to leave the chair, they said I couldn't return it or exchange it for one that matched the rest of the set. I am not paying for a mix-match dining room set, so I'm fighting this and will never shop at Star Furniture again. They don't stand behind their product, and you shouldn't have to fight to be happy with your purchase. Please shop anywhere else other than here.P.S. Please don't send the same cookie-cutter response that they respond to every low score with. I contacted your customer service department before writing the review, and they couldn't care less, they read you the form book and closed the ticket out as if I did not have any options. To Star's surprise, consumers do have options, and I plan on exercising all of them. Take them to small claims court , it will cost you $165 to file but the cost for Star to pay a lawyer to show up each time to defend again each case is more than it would have cost them to do the right things and stand behind their product.
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September 2023 by Michelle Bunch
Joe was awesome. Process was easy and can't wait for our new sofa to arrive!! Beautiful and quality built furniture here. We will definitely be back for future pieces :)
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September 2023 by Drew H
Despite reaching out for over a month, I have not received a response to my written complaint, so I have no choice but to post a public review in order to get a response.While I am pleased with the quality of the furniture, I am very displeased with the lack of transparency in the billing process for a financed amount pursuant to a retail installment contract and security agreement.I set up installments in auto-pay at a fixed amount so the exact amount would be debited on the due date, which according to my contract, should be the 10th day of each month. I set the fixed amount to be debited in equal installments for 12 months until the loan was paid off before the interest-free period expired.When I reviewed my payment history at the end of the interest free period, to my surprise payments were skipped in November, February, April, and July. Instead of debiting the fixed amount at the set date in accordance with my contract, such amounts were put in a suspense account and processed at the next due date.When I brought this to the attention of a customer specialist, she informed me that if an installment payment is larger than the minimum payment required on the due date, the amount will be placed in a suspense account until a subsequent due date. This did not make sense. Despite my request for a goodwill gesture to extend the interest free period by two additional months, in order to allow me to pay remaining installments in smaller amounts rather than a large sum at the end of the interest-free period, the finance team rejected this request.While I had the means to pay the loan on time, this was indicative of a deceptive trade practice, a "bait-in-switch" in an ambiguous auto-pay set-up to get people to pay a high interest rate when the interest-free period expires. Despite sending a detailed letter of my compliant a month ago on multiple occasions, I received no response from Star Furniture.I will be escalating this complaint to the Better Business Bureau (BBB), the Texas Consumer Credit Commissioner, and the Texas State Attorney General to look into possible violations of the Texas Deceptive Trade Practices Act. While mistakes are sometimes made, I categorically despise bad faith and unfair dealing. I will not conduct business with Star Furniture in the future.
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September 2023 by Kirvin R.
Purchased a dining room set from the Austin location and one of the chairs didn't match the rest of the set. Was told by delivery guys that the office would contact me to swap out. A week passed, and the office never contacted me, so I contacted them. Since I listened to the delivery guy and allowed them to leave the chair, they said I couldn't return it or exchange it for one that matched the rest of the set. I am not paying for a mix-match dining room set, so I'm fighting this and will never shop at Star Furniture again. They don't stand behind their product, and you shouldn't have to fight to be happy with your purchase. Please shop anywhere else other than here.
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August 2023 by Gerry Henderson
Judy was great. She was helpful with out being pushy or overbearing. She even suggested that she walk away so that my wife and I could talk about which bed we wanted. As a matter of fact, we bought a couch a few months back and Judy had been so great with that purchase experience that she was the reason we came back.
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August 2023 by Donise George
I thought Star Furniture was overpriced but now I know different. They have great prices, beautiful furniture, and lots of styles. Tim was great to work with and very knowledgeable. I will definitely buy more furniture from Star!
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August 2023 by T. West
Do not buy a mattress here. It is completely non-refundable and if you are not happy with your purchase, they will only do an exchange once. Not only that, if you buy a mattress for $4k, your only choice is to buy another mattress and bedding that same price or higher. And that is not all. You have to pay a 10% restocking fee of the mattress (an extra $400) in addition to the delivery fee for an exchange. Even if you decide on a cheaper mattress, they will not give you any of your money back. They will hold your money hostage so you are not able to shop anywhere else. There are much better options when it comes to mattress stores who actually refund your purchase, don't charge a $300 delivery fee each time, allows you to exchange more than once, and has much better customer service.
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July 2023 by Suzi Meyer
I’m so thrilled with my purchase of a new sofa, accent chair and cocktail ottoman. Beautiful, sturdy fabrics; well made, and fashionable. Thank you Maureen Honey who helped with my purchase. She was wonderful to work with. She was informative about what to look for in quality furniture and spent time creating the layout of the pieces for my new home. Overall, a great experience at Star Furniture.
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July 2023 by Amanda Roman
Customer service was decent . Felt like I got a good price on my chosen dining table: The Arden standard height table and chairs. Chairs were out of stock so expected delivery is a little more than 1 month out. In the end, I went with the insurance and delivery options which ended up adding another ~$400, including tax . Will feel more confirmed with my review overtime if my table lasts .
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July 2023 by Arty Passes
Sofa we sat on in the showroom is not the same size as what was delivered. Granted, the one in the showroom had 2 cushions and ours has 3 but we were assured it was the same except for that. Totally different feel, you sit ON it, not IN it. My wife’s feet don’t even touch the floor and they did on the showroom model. I understand they settle in, but this is not even close. Customer service insists it is the same and will do nothing. I am stuck with an expensive sofa I do not like.
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July 2023 by James Zike
Store is beautiful. Our designer had picked out 2 potential lamps for our bedroom table. We called the store and spoke to Pamela to confirm the lamps were still available. She met us at door upon our arrival and showed us the 2 lamps. Helped by putting working bulbs in the lamps and expedited the sale. A great experience.
