Star Furniture
Reviews and Complaints

I purchased 2 full size sofas with the additional 5 year warranty. upon delivery 1 of the sofas was visibly broken in 1/2 and lopsided. It had to be replaced within the week. Further, in less than 4 months cracking and splitting noises from the inside frame could be heard. Suddenly broken snap and falling into the sofas - yes both -. Both broken frames based and backing. My husband and I are thin people. I immediately followed all the proper processes, contacted store, 1 representative said since its frame damage, absolutely it should be replaced, another said they have to have 3rd party inspect to determine I didn't damage myself and was a manufacture defect. Additionally, when the service didn't call, I called the store in which the "general" manager claimed he would personally take care of - because in order to allow the sofas to be replaced (reselection) since they are now discontinued - the service had to inspect to confirm, yes they are indeed broken. However, the service was instructed to repair and that we were told by the technicians the company has no intention of replacing. Scheduling and work-order screwups on their end has resulted in the process taking 2 months where I had broken dilapidated sofas in my living area. Now, after 7 months I have 2 sofas filled full of screws and metal braces in the hopes the frames don't break or the backs snap off the frame. I have never been more disappointed in the quality of the furniture that I expected much more from Star furniture, and finding the warranty purchased is worthless. The General manager lied about helping, he went on vacation the next day. The level of disrespect and treatment was deplorable. I was made to be the criminal for spending over $3K on these 2 sofas that are garbage. My Rooms to Go sofa I bought 12 years ago is in better shape than these from Star Furniture. They have clearly lowered their standards for quality and care not about integrity or professional reputation.

We purchased a couch from this facility December 2022. Within the first four weeks cushion started to separate from the seams. Now the base of the couch is starting to separate. They sent someone out they said that they would send out cushion covers to recover the cushions however what about the base of the couch.? When we first purchased the couch we had to send five couches back because they had manufacture issues.

Star furniture has horrible furniture they have horrible customer service they are not on the side of their customers. They have done absolutely nothing to help us I will even take store credit with a good manufacture.

I bought a $8,000 sectional 1 year ago. Upon delivery I noticed there was a broken arm section under the armrest. Star sent someone out to repair it and they told me they would have to order the piece from the manufacturer. It has been a year and still nor piece has arrived from the manufacturer. I have called in 3 additional times in the past 45 days (and still waiting) to hear back from someone.

I bet when I change my checking account number and they cannot get their $160 a month for my 3 yr free financing at 0% they will call me back.

Horrible furniture that falls apart. We purchased a living room set and the usb plug doesn't work and the center slider broke after a couple of months. We have been waiting for 3 months to get it repaired under warranty and gotten nothing but incompetent people. I can order the parts online and yet they expect us to believe that they are still waiting on parts! Never ever buy here, no customer service after the sale and defective, cheap material!

12/02/22 10:35a nm star/? Still on hold for 15min

12/02/22 10:34a nm ahm/leslie: said that some customers wait as long as 8mnts for a part, she said star furniture will order the part & once they have the part then they will call and set up an appt to repair

Star-contact-wouldn't say

09/26/22 10:36a nm star/ismael: parts haven't arrived, all parts go to their warehouse, once they arrive they will call me and set up the repair appt

09/26/22 10:28a nm ahm/sam: asked if I received the parts, they have to ck w star & see if they have the parts, once star receives parts they will set up a work order

08/30/22 tech came to home on took photos and said they would order parts and call back once parts were in

My new $4,400 couch was delivered yesterday afternoon. Once the delivery guys left, I noticed several large gashes in our wood floors from the foot of the couch. I took pictures and called Customer Service within an hour of them delivering. Once my Husband got home, we noticed the leather of the other side was already peeling/scratched, so I took and sent those pictures as well. I had him lift the couch so I could take a picture of the underneath side of that foot and saw there’s a nail/screw bent and sticking out, which is causing the damage to the floor. Well, today they got back to me saying they would not be held responsible for the wood floors that are damaged because the picture the delivery guy took shows the couch on a rug so I must have moved the couch and damaged the floor myself, and I called in an hour after delivery to report the damage. My rug is not a big enough rug to fit under the entire sectional sofa, nor did the delivery guys take a picture from behind to show there was no rug at the back of the couch. I’m also eight months pregnant, so there is no way I would be able to move a couch even if I wanted to right now. This will be the end of my long lasting relationship with Star Furniture.

We purchased hated a sectional a couple weeks ago. The chase is sinking and the leather as stretched .I sent pictures, I've call, talked to many people regarding this matter. Finally, someone came out to inspect, and agreed there was a problem and said he would call to pickup the sofa for repair. Another month has gone by, nothing resolved. The sofa was quite expensive.

Purchased June 2018 with warranty and also included loveseat. The problem is the stuffing has shifted and although we still have a year on our warranty I am told this is not covered? Star says the warranty will not cover it because this is 'normal' wear and tear? Keeping in mind that the furniture is well taken care of and mostly only two people have sat on it I don't think in three years this should happen? I think it would be more product not quality made but still quality priced and Star sold it. The reason we went to Star in the first place was due to a recommendation from a close friend. I talked to several people with Star and got no where and now I read all the complaints here and with BBB and realize they are not Customer Service concerned.

Absolutely the WORST customer service ever! Got rid of my table for my new table delivery today. The delivery person called today at 2pm (delivery 1-4) to tell me they had the wrong table on the truck, and the one I was told would be delivered today wasn't available until at least the end of October. Called customer service. Was told well we don't guarantee delivery date. When I purchased it on Sept 5 was told it was in stock. No supervisor available, no call back. Call the store in Pfugerville TX where I purchased it, can't do anything, no manager available. Requested it to be cancelled, . i was told well the paperwork will take a few days to get in we will look at it then. $3000 table and they couldn't care less. Not one apology.

I bought over 10k worth of furniture from Star furniture in Sugar Land TX. They delivered a broken couch on Feb 13th (it reclined once and froze fully reclined). They sent a repair guy out on Feb 23rd. He said the motor had to be replaced. It will be at least 2 more weeks before my BRAND NEW couch can be fixed. This is pitiful. Star never offered to replace the couch.

I ordered a couch in early September. I have received zero communication from you all. I keep having to call when it's a few days before delivery only to be told it's been pushed back. Happened again today! I called last week and was told delivery by December 10. Call today (yes, I always have to call) and now told December 20, which I am not holding my breath. I asked for delivery fee to be waived and for you all to please contact me so I don't have to keep calling. Apparently, this is too much to ask?

I have purchased 1 living room section with double 3 seats sofa and ottoman and 1 single chair then started to have strange noise while sitting on the furnitures, then they offered to fix it for brand new furnitures ? i did not accept of course then they came 2 times they changed the sections 2 time after 2 times after calling couple times they accepted to get them back and gave store credit to change the. long story short this new kind of furnitures have the same issue after 1 week i got them .called them again to check it out and sent technician he said need to be fixed maybe we have to take them to factory to fix them ! unbeliveable! brand new furnitures again ! and the disgusting thing is star furniture did not even call me about situation ! really irritating. i dont know what quality material they are using !

June 2018

The amount of space between the mattresses/base and the head and footboards is so big our pillows keep falling in between. I complained about this problem from the beginning I even contacted the manufacturer of the base they said there is nothing they can do about it they said Star Furniture Company should not have sold this to you with that headboard. I finally had Customer Care Advocate: Leah Williams acknowledged my problem and sent a technician who was not good person or technician

The technician came did not do much to help the problem. He thought by placing these thin pieces of pads under bed legs that we use in the kitchen drawers as a cover it would help. That did not last long and the touchup of the scratches is fading away. Because he could not address the spacing problem of the frame brace (which is designed to hold mattress in place) is back hitting the footboard and the mattress keeps slipping and the pillows keep dropping between the headboard and the mattress because of the space.

The Technician took some pictures himself and he saw the problem but he did not know how to fix it. Also in his report the part that connects the USB is not working and he said that he would report that too and someone would be in touch addressing all these issues.

Customer Care Advocate: Leah Williams is no longer working there so I am lost called today a and I was told there is nothing that Star Furniture Company can help me.

I bought furniture from Star Furniture in January with some items promised to be delivered within weeks and till this date the order has not been fully delivered. Some items got delayed by over three weeks and I have one last item was delayed by over a month!

While delays and issues are expected in any business the aggravating issue with Star Furniture is the lack of complaint handling process which reflect substandard commitment of the company's leadership in offering quality service. It seems its the culture of the company. It's sad to witness such culture as the company got all the other elements to become the preferred destination for furniture. Sadly to say, that my interaction with various middle management turned disappointing. It seems with the leadership being secluded from customer voice, the accountability and reputation are in great risk!

We placed a custom order 6/10/16. It was a special order so we received it about mid July. By Nov 16, 2016 we were already ordering new cushions. It's only my husband and I, no pets or kids! Weighing around 315-330 lbs for both of us, so it's NOT like we're heavy! We have moved to different parts of sectional trying to not wear it down. Now Star Furniture is coming back out tomorrow so we shall see this is just ridiculous!

Star sent out an approval letter for credit but when I called to verify they denied sending the letter out!? I was asked to fax in a copy of the letter I guess they thought I was lying? So I did received a call from the so called credit manager Jean who stated "oh that was a system error you are approved but we want money down also" I told her the letter said zero down she then said "we'll we will not honor that letter we sent out we have to have some money down." So I am sending my complaint to the State of Texas consumer credit department and the Texas attorney general because star is practicing deceptive credit practices. I will also be sending this to the BBB I really didn't want credit with them I ended up going to another retailer and got what I needed at a better deal, but it is just the principle of the matter had she not been rude I really would not have cared! But why send out approval letters with zero down only to tell consumers oh we need a down payment sounds like they use this trick to get u to buy something and pay a high apr rate. Needless to say I will never stop to even look at Star Furniture but I will not tolerate a rude explanation on an error made by them!

I have worst experience of service from this company(star furniture). At least they finally deliver the goods to you, right? I have ordered a sofa set *** coffee table from them, the sofa set was delivered to my home promptly, but you know what, I have to travel all the way to their sugei kedut factory to collect the coffee table after making numerous calls. Upon then, I never wanted to buy from this company even though they have so many branch in Singapore, but so what? Service is so poor, also one more thing, the sales person at the Furniture hall along beach road provides the worst service i have ever encountered!

Let me tell a story of mine. I will never buy anything from Star Furniture due to followings:
1. Bad Attitude
2. Irresponsible Management
3. Delivery
Bad Attitude
Right after purchasing my flat, happened to pass by one Star Furniture store, and knew that’s the last day of promotion.
We were quite hesitating to buy a set of bed frame and two side tables, coz we haven’t viewed other stores yet. But the sales kept saying that’s the last day, and the price will sure higher later, so we decided to buy it, in a hurry.
However, one week after, we knew the price still the same. That’s okay, let’s forget it.
Then I measured my house, found two side tables are too big for the room, so called the sales to see whether can get one table returned.
The sales refused, and when I asked why he bluffed it’s the last day promotion, he lost his temper, shouting on the line: “Did I force you to buy? Did I? did I? ”.
Gosh, never experienced like that, I complained to the customer service.

Irresponsible Management
The operator accepted my complaint, and promised the management will look into it, and call me back two working days after.
However, one week after, I didn’t get any call from Star Furniture.
I then called back to check, and finally a manager called me back, said the sales got warning letter.

Delivery
I’m really fed up. I’ve booked the furniture more than one month ago, and confirmed the date of delivery. Just now they called me, said no goods available, have to postpone the delivery to two weeks later.

I don’t think they can survive long if they continue making the mistakes.

I bought a furniture item from thius company on full payment cash terms with delivery. The item was supposed to be delivered on x date in the morning. Just before the delivery, I received a call that the item will be delivered in the afternoon. At past the afternoon delivery timing, and with no one informing me why the item is still not delivered, I called the customer service hotline of the company.

- A very green sounding service staff answered the call and after some checking she said that the delivery will be delayed by a further 20mins. I told her my unhappiness about not having been informed and the company;s irresponsibility in not sticking to delivery timings. The staff chuckled and I was seriously offended.

- 20mins past the very delayed timing, the item was still not delivered. I called the sales person outline to let them know what happened and that I would not buy the subsequent items I thought of buying from the company. But there was no answer from the sales staff on what happened and when the delivery can be done.

- I called the service hotline again and was routed to the customer service supervisor. THe person sounds rude and should be trained in service. I asked to speak to her supervisor and was told that all persons more senior than her are not around and can not be contacted.

so now... hours after the promised date for a fully paid item, the furniture is still not here, and no responsible word from Star Furniture.

Please take note and think twice before buying anything from Star Furniture.

I bought a furniture item from Star Furniture.

Before delivery, the deliveryman called to say they will delay the deliver from morning to afternoon. In the afternoon delivery period, the furniture item did not arrive.

I called the customer hotline and there was no proper answer. Told will arrive 20mins after the call. Still did not arrive, and they said will arrive after another 20 mins. All in all the delivery man came 60mins after my repeated calls.

Worse still - the delivery man did not place the cardboard under the furniture item (like any trained delivery man would) and dragged the item on my parquet. My floor was scratched and dented.

Even worse still - all of a sudden, the deliveryman came into my house with a camera and dash to my third floor trying to take a photo. I am ok with a photoshoot but not without my permission?

Must worse still - I got angry with the disrespect in my home and told the deliveyr people to leave. They refused even when I threatened to call the police.

So this sums up the experience with the irresponsible Star Furniture ordeal I went through :
- Late delivery and no notice
- Repeated assurance and retiming from service staff not honoured
- Irresponsible damage to your home property
- Trying to infringe your privacy and take photo in your house without your permission.
- Refuse to leave your premises even after repeated calls (its like forced entry)

I am certainly not buying from Star Furniture anymore. THe factual account of my ill experience is listed for your consideration of how Singaporeans should not be treated by any service provider.