Beware of any Twin-Star electric fireplace at Walmart, Lowes, or Amazon: Duraflame, ChimneyFree, ClassicFlame, et al

Beware of purchasing any Twin-Star produced electric fireplaces. That would include Duraflame, ChimneyFree, ClassFlame and / or their furniture company Bell'O. You'll see them. They're prominent Walmart, Lowes, and Amazon sold items.

We purchased the 'ChimneyFree Electric Infrared Quartz Fireplace with Remote, 5,200 BTU, Cherry' (Walmart #564081459) and it arrived broken on 12/1/17. A wheel was broken (a caster) as well as the 'ember bed.'

twin-star international electric fireplaces
ChimneyFree electric fireplace from Walmart arrives broken...in not one but 2 places.

We wrote a review for Walmart.com:

Oh, where to start. This arrived...with a smashed caster (wheel). Called Twin-Star customer service and a very nice woman has ordered a new wheel. As I began to examine the unit I noted that the edge of the firebed was bent over the lip of the unit's perimeter. Call Twin-Star again. A very nice woman told me how to remove the back bracket. When I said there is no bracket she went to another room where she said they have a 'similar' fireplace and when she returned she said, "OK, just remove the 24 or so screws and you'll have access to the firebed / logs." I removed the screws. Gives you access to the electronics, NOT the front of the unit. Ugggh. Now I've submitted via the web a, "What now?" inquiry. These kind of products do not return well because the packing is destroyed upon removing it. Plus, what are the odds the next one is any better? Will be interested in seeing A) How long they take to reply and B) What the remedy is going to be. Can't see a red carpet service showing up and swapping units...which is what Walmart should be demanding of ChimneyFree/Twin-Star.

And Twin-Star replied on 12/4:

We are very sorry this stand arrived damaged and that your customer service experience was not as helpful as it could have been. We are always disappointed when customers are not able to set up and enjoy our products immediately. We would really like to help you resolve this matter - please call 561-330-3201 and ask for Ashley. We have sent your feedback to the appropriate departments to improve this product and our service. We appreciate your feedback and will use this to help make our company better every day.

The phone number didn't work. On 12/7 we posted the following:



Twin-Star replied the next day, "Thank you for your inquiry my name is Taylor and will be assisting with your request. I just tired [sic] calling the number and it does go through to Twin Star. There was a brief moment when we were having issues with our phone but it is now resolved. Per the YouTube video I did see that there was an issue with receiving your mantel which was damaged. Can you please upload a picture of the damage and a copy of your receipt so we can get this matter taken care of."

The phone number was still not working. Today, 12/12/17, for S's and G's we called again. It was a questionnaire about vacations! If answered for them you'd get a free vacation. Once completed we declined any fugazi vacation and the phone hung up. Called back and...back to the same busy signal nonsense in the video above.



Listen, when it comes to Twin-Star International...buyer beware. Their BBB complaint list is eye opening. (Notice every 'closed' issue has the same exact answer...and it's been the same dog and pony show for years). And 'Katie B' just published a review that mirrors our experience with them under their BBB reviews.

Lies, more lies, and even more lies outta Twin-Star.

Dear,

We'd like to thank you for your recent inquiry of a Twin-Star International product, and are providing you with this confirmation that your inquiry has been received.

If your item was currently out of stock or this is a new inquiry, please note that a customer service agent has already been notified and your request will be under review until resolution.

In order to provide you with world class service, you will receiv
e periodic status updates and/ or requests for additional information from the customer service team.
We hope you enjoy years of satisfaction and quality from whichever Twin-Star item you own, and if you have a question about the item, or require parts or service, please use the links below for answers and information.

Tickets/ inquiries will be responded to within 48 business hours.

Thank you again for your business.


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