Star Furniture

Please donot buy for star furniture. It’s very bad experience and quality is very bad. Just in 3 months all the parts are coming out and cloth is fading out. My request donot go with Star furniture and waste your money.

I purchased a Lazy Boy reclining sofa from Star Furniture on July 3, 2020. Since it was delivered, the back of the sofa has been bent/defective and the seats are already wrinkled/distorted. I notified Star Furniture and they said I would have to get repairs before they can consider a replacement or refund. However, the repairs can't be scheduled until August 2020, so I am stuck with a broken, poor quality sofa. In addition, the advertised prices was $2,199.99, and I received a 4th of July discount and paid $1,759.99. I checked their website, and the sofa on the site is advertised for $1,698.989. Therefore, their store price tag was false advertising, and I paid more for the sofa than the website price - there was no discount.

I want a refund for the sofa. It is the worst quality piece of furniture I have ever bought. I shouldn't have to pay more than $1,700.00 for broken furniture that is substandard quality. Further, I want an explanation for the significant difference in the pride tag at the store vs. the price on the website. This is truly false advertising.

Poor Quality - Awful Customer Service
There shouldn't be any star given to Star Furniture Katy location.

Horrible experience with the sales women and even the manger of store was rude and un supportive ... at one point the sales women said” you give me a headache “ totally uncalled and rude ..not sure how people with that grade get hired ...truly disappointed

1. Star Furniture False Advertising for 'Low Price Guarantee', please see attached.
2. Star Furniture has a history of delivering either floor models or damaged furniture over and over again.

I requested to refund when another retailer was selling the same product for lower price. I was sked to work with their Sales Person who tried to adjust price with Star's Customer Service but he gave up.
I had a very similar situation in *** when a piece of furniture at Star Furniture went on sale within a couple of days, I requested them to refund the difference due to their 'Lowest Price Guarantee" but the price was never adjusted.

It has also been reported to Texas Attorney General.

I bought some furniture from this store a little more than a year ago. I also bought the protection they offered me for the leather sofas, which would include fixing anything that could happen to the leather (including tears, stitching, scratches, etc.) about 6 months ago my sofa started to tear and the stitching is pulling apart too. I filed a claim with Guardian (which is the protection I bought) and they told me their protection does not cover anything like that. I then called Star because they did not inform me the protection doesn’t really cover what they assured me was going to be covered. I called them more than a month ago and they told me to send them a picture and they were going to see what they could do. I haven’t heard anything from them. This was false advertising. What they sold me does not do what they claimed.

On or about ***, my wife and I bought a large Tori wall mirror. Around two weeks later the mirror was delivered. The mirror leans against the wall and has not been altered in any way. Over a week ago we spotted cracking on the top left corner of the mirror. We immediately called star, we spoke to costumer service representative, and we were told to send in pictures via email. So, we complied with the request, but a week went by with no response. Today, we saw another new crack on the bottom right corner of the mirror. Again, we called the store, but this time we were told our previous request was denied and they will not do anything about the faulty mirror because it’s passed the 24 hour delivery claim. We told them it had to do with the product not the delivery. Unfortunately, the store did not want to listen and said there’s nothing they could do. This mirror was very expensive and the fact that it is falling apart within weeks of purchase is very discerning.

Purchased a sleeping sofa at Star Furniture, was delivered in December 2017. In amid June 2018 I filed a claim with the sales person through Email about the couch being broken, it was replaced for a new one. On November 2018 I filed another claim for similar issues with the now "new couch" but no response this time. I called the store and the representative never sumbitted my new claim because she no longer worked for Star Furniture.

I sent pictures and a new claim to customer service on 2019 for the same issues, the couch looks like it was picked up at a waste facility. The customer supervisor said it is not covered under warranty because it's too late now. They can send someone to inspect and i'll have to oay for service and repair. I specifically said I did not buy a $800 couch for one year and to look like trash on the next year specifically since I financed the product and I am still paying for it. I demanded a credit for this couch so I can use it to purchase a new one my request was denied even though I have been following up since day of delivery. I refuse the service of having an inspector coming to my house because they can fix the machine but not face how the couch looks. I called them this morning and they did not give me any resolution for this case.

Hi,
We have purchased a living room section which are 2 large section and 1 single sofa and 1 ottoman 3 months ago and We saw the voice issue with one of the sofa when we were sitting on it was making noise and I called the day after star furniture replaced it in 1 month and then new section has got the same issue again and I called they replaced one more time and we saw that also new section got harder pillows with which pushed us to think my first sexctions were not new or they were coming from in store! anyway. I called again as third times with same issue and they sent a technican again to check ,tech said the same thing with me and was agreed with me then it has been 1 month they did not call back I though it was about covid 19 I called them back they sent new technican again bec they deleted or lost first techs report, new tech offered to repair it and I refused because why should I aceept to repair it for new items and never used without issue ?? I wanted them to take them back and give me in store credit because I am done with issues and satar furnitiure they said today no ! we can not do it due to warranty they have to be repaired!! ridiculous! new items 3 times replacement same issue and repair needs ,never star furniture again no way!

Bought electric recliner in November broke within 5 minutes of using called repair service could not fix sent had to order parts from manufacturer wait 30 -90 days for parts came out installed new parts chair broke within a couple of minutes after repairman left called same day instructed to take pictures to see if they could repair waited week sent repair man out had to order more parts 30- 90 days almost 6 months has passed paying for chair haven’t been able to use

I purchased a leather couch at the end of September from star furniture. The couch was never right. Everytime we recline the couch, it rubs on the electrical. It has now made both side stop working electrically. The original complaint was made in December after only having the couch for two months. They said it was due to abuse. We purchased a warranty. They make it even more difficult to deal with them. Long wait times and/or no response. We are currently waiting for a new frame because the warranty company took screws out of the mechanism which in turn made the frame bend. The couch was never right from the beginning. They gave us 20 percent off of it to try to make things right. I just want a couch that is working and what I paid for. I paid 2000 dollars for a defective piece of garbage.

We purchased a dining table set in 2017 but rarely used it. In 2018 one chair leg broke and Star Furniture sent a technical and repaired it. With COVID-19 and everyone began to work or study at home, we began to use this dinning table set again. However, another Chair leg just broke when my 6-year-old sat on it. We understand we are out of warranty, but chair legs broke one after another especially when they are rarely used? This doesn't make much sense. Especially this is from a reputable company!

I called the Customer Care and the manager Liz Garcia answered my call. She kept saying that our furniture were out of warranty. However, chair legs broke for the 2nd time doesn't make sense at all! I then asked to speak to her supervisor. She said she doesn't have a supervisor. I then asked for the phone number of Star Furniture's complaining center. She gave me another number that would reach her department! She also gave me the the email address of her department too! I can't believe this.

I made a purchase in the amount of $3890 on 7/29/2017 and based on the contract if I make a monthly payment of at least $120 and pay off $3890 by 8/1/2019 there will be no interest charge at all. After calculation I set up an auto pay on my Star Furniture account and let their system pull $170 directly from my checking account every month. The last auto pay they processed was on 6/1/2019, and by that time I'd made a total payment of $3740, with a remainder of $150 due 7/1/2019. However their system had a glitch and failed to collect the last $150, resulting in an accumulated bill of $1795.07 sent to me on 4/1/2020.
I had a few phone conversations with Star Furniture and told them this was solely due to their system's glitching. However Star Furniture kept saying it was myself who turned off autopay after 6/1/2019. Comon, with any kind of common sense I would never stop the autopay when I'm only $150 away from paying off the bill. and I have a full record of my checking account that I keep a daily balance of over $5000 which should be much more than enough to pay off the whole bill. Like other utility bill once auto pay is set up the payment should be processed automatically and the full amount should be drafted from the checking account. Star furniture doesn't want to admit this is their system's problem, and I'm pretty sure I'm not the only one trapped by this trick. Eventually I made the full payment of $1795.07 on 4/17/2020, otherwise next month's bill will increase again. But after spending more than $20,000 on furniture and stuffs sold by Star Furniture I will stay away from this merchant from now on.

My mother purchased living room furniture for her new apartment at assisted living. Was also sold the win-win warranty certificate So furniture was purchased on 12-28-14. No claims were made on their certificate so only had to redeem it between 12-28- 19 through 2- 25-20.Was in the North freeway store and one on 1960 multiple times looking for something to use for certificate on finally found something and was excited about it to use on a wall in my home. Here comes the part that really upset me once you purchase the item it's yours no returns no credits it's yours. Now I ask you there are just some times that you get something in your home and this being an accessory that it may not work. Would not give a customer a credit due in the store is ridiculous.I noticed every time I was in the store that there were no customers just me and a million sales people vultures. I really hate to write this because I've always felt like Star furniture was a good company but now I would tell everyone not to shop in there! Plus the certificate value was for $179.99 but you have to double that to buy something which I feel like is money in their pocket two times I feel like I'm owed a refund! Do not feel I will ever be back in store again!!

Part of the sectional that I purchased is defective. I bought the additional warranty, star has come out to fix it once, issue this present, after many visit and many calls to customer service they sent out two new wedges both were defective and sent back. Now they are giving me the run around again.

We purchased a leather reclining sofa from Star Furniture in August 2019 with delivery in September 2019. By December 2019 there was a bald spot in the leather. We called Star. they sent a technician out who took a photo of the sofa. Star claimed the bald spot was due to “body oil” and we should contact the extended warranty company. The warranty company looked at the photo and claimed the bald spot was due to “body oil”. None of these people had even touched the furniture. We also contacted the manufacturer and they say since Star claims the problem is due to “body oil” they will not replace it. This sofa was used lightly for 3 months and we do not believe this should happen in such a short period of time. We believe that Star should either refund the money paid or replace the furniture. If we had owned the furniture for 10 years, I could understand this type of problem, but 3 months is not acceptable.

We purchased a power sofa and love seat in Oct, 2019. It arrived early Nov. All appeared ok when the furniture arrived. After a week my husband noticed the back on the sofa was loose and appeared broken. The company sent a person to fix the sofa. He informed us that the left side(that was loose) was actually supposed to be on the right side of the sofa. Consequently, our son asked about the love seat as the backs looked strange on it. The repairman informed us that it had 2 left sides!! Who would have known. He stated he would order correct back for love seat. A week after repairman left we noticed a problem with the footrest on the sofa. I called customer service, told them I was frustrated with all the problems. She ultimately said they would send new sofa and love seat. New sofa and love seat arrived mid December. A week before Christmas. When they brought in the new sofa, one of the delivery people noticed after unpacking it that it had water damage on one side. Quite noticeable!!!! They never brought love seat in. Left the old one and said they would get new sofa and love seat yet again. Made it sound like it would be soon. So we now had a water damaged sofa. The day after delivery I started having sinus problems, that I don't normally have. Christmas came and went. Never heard from them. New Years came, never heard from them. 2 days after Christmas I saw a doc for sinus. She stated it must be viral. Gave me meds. I was sick the entire Christmas/New Years time. Around the 5th of Jan, I started wondering about the sofa. We turned it over and sure enough there was mold everywhere under it. I ultimately saw my PCP and an ENT. We went to the store directly and told the manager about the situation. This was January 14, almost a month since delivery and we had YET to receive a call about replacement sofa and love seat. When we told manager the situation, i.e. mold and I'm sick, he said he would do return. He asked for photos, which we had plenty of to prove to his boss. We wanted sofas gone that day. He said he would see. Within 2 hrs the truck was at our house to pick up both. When the delivery guys came in, they immediately asked which one had mold and where. "I don't want to touch it". Really!!!! The manager only said 'we dropped the ball". No apology and never actually said when our money would be returned. We never heard from the manager again after leaving the store. Finally the credit appeared on our account 4 days later. But we had to check each day.
As I said, manager never bothered to communicate with us after leaving store. Now we have no sofas for 2 months as we went to a reputable store and ordered new furniture that gets made. When I stated that their warehouse in Houston must have hurricane water sitting in it, the manager said the warehouses have no water, the furniture comes over on a boat. Made in
China!!!!! Mold from China. I will never walk into their store again.

I went to Star Furniture on November 29th and ordered a couch for my new apartment that I would be moving into on January 2nd. The sales rep, Bill ***, told me I would have my couch by the end of January. I explained that I did not want to be without a couch for too long but he told me that he would send me periodic updates about delivery. I agreed and bought the couch. I emailed Bill in January and he said that the couch would be shipped by the end of January. Then at the end of January, Bill called me and told me that production was halted because the pillow material I ordered with the couch was unavailable. I asked if I could just get the couch and receive the pillow later, but he told me that was not possible and that the couch will be shipped by mid-February. I emailed Bill on February 3rd to make sure that mid-February was still the set delivery time. To which he responds that now the new shipping estimation was at the end of the month. I called and requested that my order be cancelled because I wanted a couch sooner and they had already pushed the date before and I didn't want to continue to play the waiting game. Bill told me that since the couch is in the production line, that the order couldn't be cancelled. I called customer service and they told me that I signed a 90 day notice which meant that they have 90 days to deliver my couch. I have no recollection of this and the sales person, Bill, never once mention this notice. He specifically told me end of January the first time. Bill lied about the date of delivery to get the sale and then made up excuses as to why the delivery date was being pushed. Little did I know that there was a 90 day waiting period the whole time. Customer service was not helpful or understanding about my situation.

I have had the worst experience shopping here!! It has been over 90 days, and we still have not received our order, nor have we received an update regarding the order status. We purchased a sectional as part of the Labor Day sale, and were promised/guaranteed by our sales rep that we would have the order before Thanksgiving. This statement turned out to be a huge lie! The sales rep has since been non-communicative and unresponsive. We have had to chase him and customer service down to receive any status updates. We keep receiving vague information like it should arrive some time this month, and each month it gets pushed back. We recently spoke to a manager in store, and he assured us he would call us the next day and provide an update and details regarding our delivery date and we still have not heard from him. As part of the Labor Day promotion, we were also guaranteed a TV with our purchase, however this was never entered in our account. After filing a grievance, we received a call from a customer service rep stating that they never had a promotion that included a TV and discount. We had to email her proof of her company’s promotion. We are completely disheartened with this experience and frustrated. We have not been treated like valued customers! We have no idea if we will actually receive our order by the end of this year. We are just asking for what we purchased and what was promised to us. I completely regret purchasing anything from here. I wish we were allowed the opportunity to cancel. I will never return or encourage others to shop here!!!

I bought some furniture on October 10, 2019 and found 4 serious issues:
1. They agreed to 'Price Match' and sell me 2 mattresses BRS900-C but did not deliver this mattress, instead delivered a lower quality mattress.
2. I bought and paid for a new nightstand, they delivered a floor model.
3. I requested several times to take both mattresses back but the sales person neither responded to my requests nor scheduled a pick up.
4. I finally spoke to a manager and explained the situation. I requested the manager to either resolved the issues or take the furniture back, she promised to call me back but never called me back.

I have contacted the sales person (Heba Hassan) several times and asked why the correct mattress was NOT delivered, she said I agreed to buy what was delivered which is not true. I sent her a link to the mattress on her cell phone so she could talk to a manager in the morning to match the price. The next morning, she called me and said the manager at mattress department has approved and agreed to price-match, and I requested to place an order for 2 mattresses.
I also asked her several times (emails, text messages) why the Floor Model Nightstand was delivered but she did not respond to that ever.
Another sales person was also well aware of the mattresses that we were interested in buying and, in fact, that sales person recommended that mattress and sent photos to me.
I will also file a complaint with FTC against Star Furniture for fraud.