Star Furniture

I have had similar experience with the return policy. I had been looking for months for a couch and chair and finally settled on Star Furniture. When the items were delivered they just didnt meet my satisfaction with color scheme and frankly comfort. I called customer support the next day and asked if it could be returned and was willing to pay a restocking fee and was told once its delivered its yours. It's not easy to sit for a few minutes in a show room and make a decision. Sometimes it just simply does not work once its in your home. I understand Star Furniture is in the business of making money and they would have with a restocking fee attached. It appears now that are only interested in unhappy customers.

I purchased a sofa in January of 2019. In August of 2019 I noticed that the fabric on the left arm of the sofa is deteriorating. The fabric is literally falling apart. I am being told by the Star customer support center that that this is not covered by the manufacturer warranty nor is it covered by the protection plan I purchased. I went to Star expecting to buy quality furniture that would last longer than 7 months. It is not even located in the main family room so the usage is not high. I believe that this piece of furniture is defective and that Star should stand behind their product.

We made at our first purchase with *** in November 2018. We purchased a leather sofa, 2 leather chairs, and 2 leather ottomans. The sofa we received had a visible scratch when it was delivered, but the delivery men told us to just call customer service and they would take care of it. Someone was sent to the house and he repaired, my brand new sofa with some kind of leather paint. I was not 100% happy, but I was willing to live with the repair. While this gentleman was at our house repairing the scratch he noticed that one of the side arms of the sofa was missing stuffing and the leather had bonded to the frame. I had to again call customer service. Again they send someone to the house. This gentleman (wearing a Star Furniture polo) agrees the sofa needs to be replaced and reads me the report he will be submitting indicating such. I then receive a letter from Star stating the parts have been ordered for the repair and should arrive in 2 months. I call and explain that was not what I agreed to. I was basically told too bad and when the parts arrive they will pick up the sofa and the repair will most likely take 10 days. So, I received a defective piece of expensive furniture that in less than 3 months has required 2 repairs. I have spent time on the phone and waiting for repair people to show up at my house and now I am going to be without a sofa for 10 days while it’s being repaired. I question how good their quality control is to allow a piece of furniture to leave the warehouse in this condition. Based on our first experience with this company, I would never buy furniture from them again and I would caution others as well. Buyer beware!!!!
UPDATE: May 1st and I still have not heard from "Star" Furniture. So, I decided to call the "customer care" department and ask to speak to a "supervisor." I was told that no "supervisors" are currently available and they would need to take my number and call me back within 24 hours. SURE! The customer service rep that answered the phone did tell me... "good news, it looks like your part was shipped last week." IF YOU ARE CONSIDERING MAKING A FURNITURE PURCHASE AT "STAR" PLEASE SAVE YOUR MONEY!!! SHOP SOMEWHERE ELSE, ANYWHERE ELSE. We have purchased furniture from H ***w and have NEVER run into the issues we've had with "Star" Furniture. Save yourself the aggravation and disappointment!
May 2nd a supervisor called and agrees to replace the couch. Delivery scheduled for May 14th.
Delivery scheduled today to exchange the damaged couch. I was told to expect the delivery between 12:00 and 3:00. Delivery men showed up at 3:25. The couch they brought was also damaged in more than one location. I would have thought, based on the situation, that they would have checked the couch before sending me another damaged piece of furniture. Now I have to wait another 24 hours to speak to a supervisor AGAIN. If you value your time shop somewhere else!

My mother purchased furniture from Star Furniture on March 20th. At the time of purchase the salesperson sat at the computer entering product and delivery information. Afterwards she instructed my mother to sign an electronic signature
block authorizing the sale. There was no explanation as to what my mother was signing other than the sales price, and she was presented nothing in writing (neither electronically nor physically) at the time of signing. Noting this, I specifically asked the salesperson what Star's refund policy was if my mother ended up not liking the furniture. She said that there were no refunds, but if we called within 24 hours we would be able to make a return for in-store credit. When the furniture was delivered, my mother immediately realized that though she liked it in the store, she did not like how a few of the pieces looked in her home. We asked the driver about returning those pieces, and he told us to call Star as he handed my mother yet another electronic signature
block to sign. She signed it, and we immediately called Star to request to return some of the furniture for in-store credit. At that time we were told that there were no refunds, no exchanges, no in-store credit. I explained that the salesperson had told us otherwise. Ultimately they told us that my mother had signed a document agreeing to their policy and furthermore had accepted the furniture by signing the driver's electronic signature
block and that in-store credit would not be given. They informed my mother that she was simply stuck with this furniture that she hated. This furniture was not custom, and we had called Star to return it before the driver had even left the area. We even offered to pay a restocking fee. They rejected everything. We believe Star was very intentional in not disclosing their "final sale" policy by failing to provide my mother with any documentation regarding their policies prior to purchase or at the time of delivery. Further, we were not given correct information even when we inquired about their policy verbally. We feel that Star has engaged in very deceptive trade practices. They hide behind *** so that their customers are not made aware of their stringent return policy. At no point do they make any effort to show or explain what is being signed. In fact, they make every effort to ensure that the customer does not know what they are signing throughout the process.

Star Furniture does not stand behind the products they sell. I have purchased furniture there for at least 15 years, always with the perception their furniture was better quality. It is not. My leather sofa and loveseat that I paid over $4000 for looks like it came from a cheap warehouse. The backs no longer align and you can now see between the sections. They said it was normal wear...after just 8 months A friend purchased similar pieces at 1/2 the price and they still align and look great after 2 years. The salesman told me the furniture was made in the US, after looking at makers website, the furniture is made overseas. Not a quality store and don't believe what the sales people say.

Very poor customer service. I honestly don’t even think Star Furniture is even aware of what customer service is. They are based out of Houston and have leaped into a market outside of Houston that they clearly did not properly plan out. (San Antonio). We ordered our furniture and paid cash for our furniture back in December 2018. We didn’t receive our furniture until freaking February after the sales person told us it was usually a 2 week turn around. Finally received our furniture in 2 deliveries after having to call and argue to ask what was taking so long. They finally agreed to deliver the part of our furniture that they had in the warehouse. After 2 months of waiting on furniture our tv stand was delivered scratched. The delivery person said they would send someone out here ASAP to repair it. By ASAP they meant they would call in almost another month to make an appointment and then the day of the appointment the tech doesn’t show because he’s having car trouble and he was coming from freaking Houston. We are in San Antonio just to clarify. We brought in San Antonio. To date my furniture that was delivered damaged has yet to be prepared. The second part of the furniture was finally delivered 2 weeks ago. The lovely delivery drivers scratched up my walls in my brand new built from the ground and not even 3 month old house. I go in person to speak with the San Antonio store manager because at this point the Star Customer care line is pointless. The manager assures me that it’s Sunday and Monday was a holiday (President’s Day) that some one would follow up with me on Tuesday. Here we are a whole week later and no one has yet to follow up with me. Clearly this is what Star furniture meant when they said they put the Star in customer service. Epic fail. Glad to see our hard earned money is not valued for Star Furniture business.

On November 24th, my wife and family came into the store in search of replacement living room couches and an upstairs couch. We worked with our sales person, T. ***, who showed us many options. Like most shoppers we were looking for very comfortable couches, that were over-sized and attractive. We found an over-sized couch that was extremely comfortable, but had to be custom ordered for us to attain the attractiveness components. Tammy helped us pick out fabrics and completed our order and we assumed, like most people would, that our custom order would have the nice look and comfortable feel that we experienced in the showroom. We received our couches on Wednesday (2/6/19), and to our disappointment, these couches were uncomfortably firm. All parts appeared to be overstuffed; seat cushions, upright cushions and throw pillows. This past Saturday (2/9/19), I took a seat cushion and a throw pillow up to the store to see if it matched the floor sample and it did not. The floor sample was much more comfortable. The Sales Manager, Hasib ***, was with me when we switched the cushions out and agreed that it was extremely firm and that it must be a manufacturer defect. He said he would email Customer Care, with a carbon copy to us, but he left us off that email. He did reach out to Customer Care who said they would send out a field technician to test the firmness, which we were agreeable to. Customer Care called us back later and informed us that a technician would not come out and that we had to deal with the Store Manager. Spoke to the Store Manager "Cristina" who informed us that we were stuck with it since their policy is "no refunds or exchanges" on custom orders. She did offer a workaround, which was to take the used, 2-year old seat cushions out of her floor sample and give them to us in exchange. I rejected that offer because I paid for new furniture and find it unsanitary to be offered 2-year old seat cushions the general public has sat on.

From my personal experience you should never ever shop at Star Furniture. We got two love seats from them and the love seats were both defective. We understand that this kind of thing happens from time to time, a store will buy from a vender that is just not putting out quality furniture. However the customer care a Star was very bad, We spent $2500 dollars there for what turned out to be trash. The love seats will be tossed we lost $2500 dollars on stuff that at $250 would have been a ripoff. They do have nice stuff in the showroom but take it from me you are way better off going to Furniture Row to get the things you need.
We can only take comfort in the fact that we got the two love seats to fill our Apt. living room because we had planned on using them to fully furnish a three bedroom home. So we are thankful we found out now that that do not care about customer satisfaction now before we spent 1000s more on a whole house load of furniture.

Zero Stars! Do yourself a favor and go elsewhere for your furniture. I purchased a kitchen table for my new home. The table looked great in the store but there is a manufacturer defect and the sealant and glazing on the table were done poorly. So my table soaks up liquid like a sponge and the glazing flakes off like a poor paint job. I filed a Revdex.com complaint and got nothing in return. Star furniture has gone downhill. I will be coming back here to let everyone know how poorly they have handled this. I also tell everyone at my company to stay away from them and get furniture anywhere else because they are no better than a mobile furniture store.

I purchased a *** office chair from Star Furniture in June. In Sept the wheels failed. Although they agree they should fix it and say all of the right things, it still has not been fixed.

They will not honor their own mistake on advertising. If it was *** would have definitely 100% would have honored plus fixed the ad. Very disappointed at how they handle the situation.

We went to Star Furniture in Webster on 8/21/2018 and spent over an hour at the Store with a great sales lady named Betty. Got an amazing deal on a dining room table 8 chairs, and a breakfast table with 6 chairs. At 9pm we were getting ready to write the order up and pay cash for the merchandise. Betty was having issues with the computer and another sales guy Sammy *** (sp) came over and tried to assist but got extremely impatient and wanted to rush us out. We were then told that since we are closing on a house on the 30th they could not set up delivery or hold the item (floor sample) because they did not have room to store the merchandise. We were then told that they could only give us a quote and that if someone else wanted to purchase the table then they could walk out with the table. The manager would not work with us on setting up the delivery for around Sept. 3rd. Sammy kept saying that things happen during closing and they couldn’t deliver unless we had keys in hand. He then looked at the manager, shrugged, and walked off. We are very upset seeing how we wasted over an hour, had money in hand, and were turned away.

On our original delivery date Star Furniture delivered the wrong size bed rails for my regular king size Kincaid bed frame. They delivered California king bed rails instead. It took them 4 trips out here, over a 53 day period to finally deliver the correct bed rails. Now I am receiving a collection notice of $186.33 for the California king size rails that the delivery guys took back to the warehouse on 12/28/2017.

Please see timeline below:

11/6/2017 - Star furniture Delivery Day arrives........ 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. 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. Our delivery guys talked to customer service and reported that they needed to send out king size bed rails instead of california king bed rails, along with other damaged/missing items. So, another date was scheduled for 11/14/2017 to replace the damaged items and bring the correct bed rails.

11/14/2017 - 2nd Repair and replace delivery - once again California king bed rails were brought out. 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.

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. 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. 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.

12/28/2017 - Here comes the sofa and we, finally we get the correct regular king size bed rails for the bed. The delivery guys whisked away those wretched California king bed rails.

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 for ***, with no reply for weeks. I also called the Gulf frwy. store and spoke to ***. She explained the issue stating the rails still had a hold on them at the warehouse and had not been credited back to my account. She said she would take care of it on Monday 3/12/2018 and call me back when it was taken care of. I never heard a word back from her either.

3/23/2018 - 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 owe them nothing. She said give it a few weeks to filter down to the collections department, that was on 3/23/2018.

4/28/2018 - Got another notice from the Star Furniture Collections department in the mail. Apparently, the credited information never got to them. So, I left yet another message with a new credit person, ***, which has gone unanswered as well.

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. 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.

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 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 appr. 90 days from the date of the letter. That would mean I will not receive the part until July 23rd. Then I have to call customer service to schedule a date for installment. Therefore sometime around August 1st I may have a working chair.

Bought a formal dining room table with 8 chairs. I wanted and was told that the chairs were leather. Years later the so called leather started pealing off like foil. The leather ended up being fake. Contacted Star and was told that they only warrant their leather furniture for two years so there was nothing they could do.

I purchased an entertainment center from Star in January. When it was delivered the glass shelf clips were missing and a hardware piece on a bar pull out shelf was missing. The delivery ticket noted the missing items. In February we notified customer service, and sent them a picture of the hardware piece missing. They said the pieces would be mailed. We've never heard again.

I would like to share the experience I had working with Netti at Star furniture. She's professional, willing to help and dont pressure you. She calls when they have great sells. She is a sales representative that loves working with people. I've referred family member and friends to her anf she took care of them like she took care of me. And, she follow up with her clients. Call her for all your furniture needs.

I would like to add to the numerous complaints that you get for Star Furniture in Houston, TX. I purchased a sofa and love seat set on 8/15/11. Along with other lies that we were unaware of at the time he sold us a 5 year warranty. He expressly stated “If warranty was not used in 5 years the $179.99 would be REFUNDED.

I would have completely forgot about this after 5 years until I came across our file with the terms of the warranty and a note stating the refund conditions. There was no notification from Star that the warranty was going to expire and their terms for when it expires.

I contacted Star on 11/16/17 and told them about finding the warranty and asked what I could do to execute the refund. They responded by telling me the warranty was only good for 60 days after the warranty expired for an in store purchase. I was told to contact the store manager.

I sent a letter to ***, store manager, at the West Houston location that was completely ignored. I had no response from him on this request.
I was never told this would apply to another purchase.
I was never notified when the warranty expired to execute this warranty.
This is a typical cash grab from this company who has no intention to refund the money. At the point of sale we told them numerous times we were not interested in the warranty but when they said they would refund the money if we did not use it, we agreed.
We expected to get a check in the mail for the unused $179.99 not another sales pitch from their corrupt sales department.

I've been trying to resolve a billing issue with Star Furniture, to no avail, since February 2, 2018. Briefly, we made a purchase on 12/21/2017 of some wall accessories and a lamp. On 12/29/17, we returned to the store and purchased an iron bed.. Several things went wrong, the sales person incorrectly combined the original purchase of 12/21/2017, with the new purchase invoice of 12/29/2017. I understand the sales person incorrectly ordered the bed. The first delivery of the bed included only the headboard. We refused delivery. On the second delivery two headboards were delivered. We again refused delivery. On the third delivery we received the complete bed. On each delivery, Star Furniture charged us for the bed, then had to reverse transaction when delivery was refused. In the process Star Furniture incorrectly charged an account I had recently paid in full. In addition, by combining the two invoices, the same amount for the purchase of 12/21/2017 was duplicated in two accounts. I was paying on the original purchase of the accessories in one account while a duplicate amount was charged in another account. I've spoken with the sales representative on February 2, 2018, *** the store manager on February 12, 2018, and Customer Service on February 6, 7, 16, and 20th. The matter remains unresolved.

I bought my sectional couch (*** on ***.com they didn’t offer all the pieces online so I called company’s that carried the sectional and it so happened this location carried the piece I was looking for. I gave the sales man over the phone the model number on the couch I ordered the color dimensions. I currently live in El Paso Texas this was the closest location (San Antonio) that carried that piece we did all transactions over the phone I bought the piece and I received a receipt in the mail the receipt model I bought at stair furniture over the phone matched the model I bought on ***.com. Star furniture does not deliver to El Paso so I personally drove to San Antonio to pick up the piece I ordered at star furniture. Thinking the piece was correct I didn’t open the wrapped box to keep my furniture piece safe on the 8 hour drive I had from San Antonio to El Paso. I waited till I arrived in El Paso to open it and match it to my couch I ordered on ***. It was completely a different model that I paid for it wasn’t the same piece that I ordered. I call the salesman explained what happened he said I could not exchange the piece.