Star Furniture - Clear Lake — Attraction in Webster

UPDATE: After posting my earlier review (below), I was contacted by Star Furniture. Star's representatives informed me that the reason for how long it takes for the repair parts to arrive is that they need to come from overseas and are shipped via boat. I was also informed that while the parts showed as delivered, they could not be found and obtaining replacement parts again would take much more time. To resolve the issue, Star offered to replace the sofa and did so in late February. The customer service representative who contacted me was extremely professional and courteous, as were the delivery personnel who delivered the replacement. I am extremely pleased that Star Furniture was able to resolve the issue and offered to replace the damaged sofa. It is still unfortunate that it took my original review below rather than the phone calls to resolve the issue. However, given that I was always very happy with Star Furniture before this one issue and that Star was able to resolve it, I will consider purchasing from Star again in the future. I am updating my rating based on Star resolving this issue.

ORIGINAL: In September 2024, I purchased a Dexter 2-seat leather love seat with console in middle for drink covers. Sliding console didn't quite work right from day 1 (noticed by delivery personnel), and then wouldn't open after about 3 weeks. Called in service order. Technician that came out broke cover and put large tear in the leather. Was told they'd order parts and come out and repair everything under warranty, with it taking 3 weeks to 90 days. It is now longer than that and still no parts. Every time I call, I'm told parts are either on order - today, I was told parts have yet to be ordered -- and it now takes at least 120 days to get repairs. I'm being told it will likely be another 30 days minimum. So, I have new item that was damaged, technician damaged it further, and can't get resolution. Guess its time to look at legal options for resolving these issues since Star Furniture not helpful at all. Never had problems with them in the past, but will not buy from Star...

I purchased a king bed frame at 20% off for a total of $2240.75 on May 4, 2021 at the location in Webster, Tx. This qualified for free delivery and assembly based on their store policy because it was over $2000. My salesperson, Margie Gannon, informed me that if the item went on a discount within the next 21 days that I would be called by the store and refunded the difference. The very next day, May 5th, the item went on sale for 25% off and an additional 5% off for using a credit card to pay for the item in full. I did not receive a call from the store like I was told so I showed up in person to get the $217 refunded back to my card. At this time the customer service representative only wanted to refund me ~$90 back and said that they had to charge me for delivery, which went against what the salesperson had told me when I purchased the product. I then decided to return the bed frame and repurchase it without delivery so that I could receive the full discount of $217. The item was at their Katy warehouse and since I would be driving across town I asked the customer service representative to ask the Katy warehouse to measure the dimensions of the item inside the box to make sure that it would fit in my vehicle. The Katy warehouse refused to measure the box and that made me upset that they couldn't take the small amount of time to measure the item when I was spending over $2000. I then asked for a refund of the total purchase but the customer service representative said that required manager approval. I asked to speak to the manager. The manager, Carol, was in a meeting so I had to come back to the store an hour and a half later to resolve the issue and speak to Carol. I then returned after her meeting ended. Carol just hid in her office for 30 minutes and did not come an talk to me at all to try to resolve the situation whatsoever, making the customer service representative handle it. This entire situation demonstrated terrible customer service and management all around which is sad because their business is 100% reliant on...

Our sales person, Carol is wonderful. This review is not about her whatsoever. Last November we purchased over 10k worth of furniture. We purchased an entertainment center, living room set, bedroom suit, and dining room table & chairs as well as a huge wall clock. Delivery and set up was awful. First, deliver took FOREVER. We purchased in November and it was January when we finally had our living room furniture. Then there were a few pieces we thought we would be receiving at the same time but they were sent to the wrong place (they sent them to the furniture store from the warehouse) So we had to wait a few more weeks to receive them. We received our night stands with scratches in one, and our entertainment center was (and still is) missing bolts. This all occurred from November 2017-Jan 2018. Fast forward to last week. My husband and I decided we wanted the matching china cabinet to our dining room table. We went back to Carol (because we love her) and paid cash and delivery was set up for today...only 3 days later. PERFECT! Until...they arrive and the cabinet is missing shelves and the cord for the lighting. Then, I walk over to look at the piece and there are freaking scratches and chips on the “iron” part!!! I’m so glad I hand washed all 100 something pieces of my grandmothers china last night just to have it sit on my table for another week while we wait for this to be resolved. Not only that, I walk outside and the delivery guys left their trash. Honestly, if Carol wasn’t still there we would have never stepped foot back inside this store. We are very dissatisfied. Paying over $10,000 on furniture, wait MONTHS to get it only to have it missing pieces and scratched up is unacceptable! If I could go back, I’d go to...