Star Furniture - Austin — Local services in Austin

We bought our dining room table through Star Furniture a few months ago. The table is beautiful and we couldn’t be happier with the product that was purchased, however the experience with our saleswoman through their Austin location and the customer service that followed the purchase was terrible, which is why i am only giving them 3 Stars. We placed our order via phone because we knew exactly what we wanted, so we never met our saleswoman in person, which was not a problem for us upon placing the order. The saleswoman was cordial on the phone when we first placed the order. We were told it would be about 8 weeks before the table was ready and could be delivered. After 8 weeks we called our saleswoman to see if their was any status update on when we would receive the table. She was short and dismissive and said that it would be a little while longer. About 1-2 weeks layter our first delivery date was made and we were told by the saleswoman that our table had been loaded on the delivery truck from the warehouse. Due to weather conditions the delivery could not be made that day, so we were rescheduled for one week later, as that was the only day they delivered in our area and that all deliveries that were not able to be made due to the weather, stay on the truck until their next delivery day. The (second) day of delivery we received a call less than an hour before expected delivery time notifying us that the table was not on the truck for delivery as it was not in stock, so they would need to reschedule after they actually received the table. Very upset we reached out to the saleswoman who instead of answering our questions just sent our call to another rep without letting us know that she was doing so. That rep answered our questions and said he would do whatever he could to expedite our order, and would notify me within an hour of what their plan was to resurrect the problem. We never got a call back from him that day. The next day we called the saleswoman again. When questioned about what was going on with our table (which we paid for months ago btw), she got very rude and almost argumentative. When we were not getting any answers she became more annoyed when we asked to speak to her supervisor. The supervisor didn’t have many answers for us either, but by the end of that day he had managed to get our table and schedule our delivery for a few days later. We were not happy with the lack of communication initiated on their end as they receive commission from our purchase, nor were we happy with the disorganization throughout the process. I’m not sure we will buy from them again, but if we ever do, we will be sure to go through a salesperson that respects their clients, and truly appreciates...

My wife and I bought a leather recliner style couch with built in USB chargers and a dining room table and chairs back in February 2020. We first contacted “customer care” in May or June after one of the USB chargers quit working. An appointment was set up for the repair, the soonest available being approximately two weeks after our initial call. When the service tech showed up (over an hour late after my wife had taken off work to meet him) he said he was only there to diagnose the problem. After about five minutes he said he was going to order the part and would contact us for scheduling when it came in. After three weeks with no word we called and were told the part was in and we set up another appointment for the repair about ten days later. On the day of the appointment after my wife had taken off work again she received a call from the tech saying he was about to pick up the part and would be on his way to do the repair. Shortly afterward he called back to say he couldn’t find the part at the shop and would have to reorder it. After about two weeks and not hearing from anyone once again my wife called and was told the part was in but hadn’t been transferred to Austin and they would call for scheduling once the part had been transferred. Approximately a week later on August 28th after not hearing from anyone once again I called and was told the part was in Austin. After inquiring why no one had contacted us to let us know and complaining to the customer service rep about this debacle we were told we had an option to either wait for the repair or we could get our couch replaced. We opted for the replacement and were told we would be contacted between the 1st and the 10th of September to schedule delivery of the new couch. Surprisingly no one called again and after calling them back today September 11th we were told they wouldn’t be able to make delivery until September 22nd, I guess we will see. I suspect the reason for the eleven day lag for delivery is that our replacement couch was never ordered. One other problem I have is on approximately 8-6-20 I received an unsolicited message from Dusty Trent asking if there was anything he could do for us. I sent an email regarding this issue to him and never received a reply as well as sending an email to the company email address without any response. I know this is long winded but I think this shows a pattern of disregard for the customer once the sale is made and hopefully I can help prevent someone else from making the same mistake we did. Needless to say, we will never buy from Star...

Bottom line: Avoid this place at ALL costs. Their furniture you'll spend THOUSANDS on will stop working and they'll refuse to honor their warranty.

I spent over $6,000 on a reclining sectional sofa with 7 modular pieces (4 of them electric and reclining) and 2 consoles and to protect my investment, bought their joke of a 5-year warranty.

Initially I paid with a credit card, but a single day after my purchase I discovered that had I paid cash I would've been given a discount at which point I called to see if they would let me pay with cash instead, but they refused. I had to speak with corporate to accommodate me and after a week of fighting I was finally allowed to make my purchase with cash. Here I am 2 years later wishing I had just asked them to refund it entirely so I could take my business elsewhere.

A year in, randomly, one of the reclining pieces stopped working. Pushing the buttons did nothing and I checked to make sure all connections were still together and tight. Realizing it wasn't a simple fix I began the claims process with my warranty, but I had just had a baby and they wanted several pictures of the recliner and wouldn't let you process the claim without jumping through dozens of hoops I simply didn't have time for as a first-time new mother. Seriously, it was a year old recliner that had stopped working. What pictures could you possibly need?? Why should it be my responsibility to document and troubleshoot instead of you all making it easy and sending someone out?

When my newborn was a few months older I decided to retry the claims process, but it was flat out denied because I was honest about when I noticed the issue. I called to explain and they couldn't care less. Their entire reasoning was because I didn't answer all of their questions and take all of their pictures within 30 days of noticing the issue. I'm sorry, but some people have greater responsibilities and we don't always get around to dealing with the trivial pieces of life immediately. Now I'm stuck with a broken couch and an ire for Star Furniture you wouldn't believe. I will absolutely NEVER do business with them again. We're about to buy a new sectional set for our upstairs game room and I'll undoubtedly be going to Havertys; I should've in the first place.

Take my advice, if you do buy something from them, it will inevitably break, and when it does, feel free to lie to them because they certainly don't mind...