Star Furniture - Sugar Land — Local services in Sugar Land

03/27/2019 Update: My drapes that had to be re done 2 times have been at their store for over 5 weeks. No one has contacted me to set up delivery and installation. We are approaching 10 months since I placed this order. I have found the lady who was assisting with this matter is no longer there. I had to personally contact her and she advised me that she passed this on and they were supposed to contact me... THIS IS ABSURD!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

02/22/2019 Update Its been approx 8 months since I have chosen the custom drapes for my home from STAR. I have had to send them back multiple times as they were not done correctly. I was very patient and understanding of the mistakes until the second time.

STAR advised me that the drapes were to ship on 02/15/2019. I even confirmed this two times prior to this date. EVEN THE NIGHT BEFORE!!!! All was "good to go" It is now the 22nd...I was promised confirmation and tracking on the 15th...NOTHING AGAIN. I have to reach out once again as I have been doing for almost a year. I have been doing their job for them. The customer care rep proceeded to tell me her kids had the flu and sorry for not following up...sorry doesn't work anymore after 8 months and sending them back 2 times.

They have lied to all sources who have attempted to reach them about these allegations. I have proof of every single incident and conversation that has taken place in regards to this all.

This is only the biggest issue we have endured. I have chosen 4 bed sets with a designer that were never ordered....just like the drapes.

This place is pathetic.

Star Furniture is the most unprofessional company. I purchased a new home excited to furnish it with Star Furniture. Throughout the last 8 months, its become a total nightmare. I met with a designer and began an order with THOUSANDS of dollars in furniture as well as drapery. When receiving my first orders, they delivery guys smashed up quite a bit of stuff. They left holes in the walls and smashed door frames. I called Star several times to get this fixed. On several occasions we took off for no one to show up and fix the damages. My husband then fixed the holes as this was a new home. We paid for the products and paint to fix it. 2 months go by and i had not yet received my drapery. I was told 4 weeks maximum. They then told me that it was due to the Hurricane in the Carolinas. This happened in September. I ordered my drapes in July. The truth was exposed, they FORGOT TO PLACE THE ORDER FOR 5-6 WEEKS!!! I received them eventually and they were HORRIBLE. I sent them back.....They "fixed" them and sent them back again... They were rushed and even worse than the first time. I received several broken and damaged items from them. I gave them all of the chances in the world to correct this as I have been loyal to them. My business is solely furnished by them. I had a designer come to our home. We went through the entire house and wrote down what we needed for art work, bedding, furniture, etc. NEVER has she put it in...8 MONTHS LATER. I have chosen 4 bedroom sets now, multiple pieces of art, etc. WHERE IS IT? I've contacted her, she responds and never follows through. I have escalated this all the way to the regional manager. He said sorry we cant provide you with any support. GREG WATTS was very unprofessional. He did not attempt to resolve this matter. If you read everything above...HOW IS THIS OUR FAULT? They keep doing wrong by us. Why are we being treated as if we did something wrong? We have been nice...understanding, patient....to be told screw you? I am appalled that they think this...

It is with some regret that I write this review, because the furniture they sell is really nice. However, it does not matter how nice it is if you get poor customer service. When everything goes as planned, I am sure the review is great, but we had complications and the follow-up support has been horrendous. We purchased our furniture from Star Furnitire in Sugarland in mid June, and we are still trying to get the problems resolved and it is the end of August and the furniture is in stock. Our salesperson, Hina, has promised to call us back 4 times over these 3 months and she has yet to call us back or follow-up to support us. So if you get her as a salesperson, pray that you have no problems with your delivery, because she is not responsive. Better yet, ask for a different salesperson. Two pieces of our furniture was scratched prior to delivery and they damaged the sheetrock on one of the corners of the wall. We were not upset initially because mistakes happen. We reported the problems that day and were promised that it would be taken care of. No follow-up occurred. We called Hina, and she told us once again that she would schedule it and call us back. No follow-up or communication occurred again. At this point over a month had passed. We called again and spoke to customer service. They told us that the salesperson had not entered anything into the system. I was able to show that I had pictures that were sent to my salesperson showing the damages. They once again said that someone would call us back. Once again, no call was made. I called and spoke to a manager who apologized and promised to call on Monday. He did follow through and have them call us back and schedule the delivery to replace the damaged furniture. We removed all of our clothing out of the drawers in preparation and they sent the wrong furniture. We called the store and they connected us with Hina. She promised to call us in 30 minutes to tell us what they were going to do to reslove the issue. I said "Do you promise to call us back?" She said, "Yes, I promise to call you back. In her normal fashion, she never called us back. When I called her back she told us that she had no new information for us. Unacceptable! 3+ months have passed and she is yet to apologize for the inconvenience or the poor service. She just makes excuses for her lack of follow-through and poor customer service. Amazing! We live over an hour away, but we are going to have to drive to the store to get this taken care of in person. Never again will I buy...

Understand that cheap furniture isn't good, but good furniture isn't cheap. Still, the value we found at Star compensated for the price ... a matter of getting what you pay for. The fact that it's owned by Warren Buffett's Berkshire Hathaway lends further credibility. We purchased a six-piece bedroom set (totally USA made), and were able to negotiate a very fair price (no, you needn't pay the MSRP). Our salesperson, TuTu, was both knowledgeable and courteous ... a pleasure to work with. So why not five stars?

(1) Delivery fee is close to $300 (one reason why we felt obligated to negotiate) ... but they do not move out any furniture or haul away unwanted pieces. The room must be empty of any furnishings prior to their arrival. As folks in our eighties, we'll have to rely on others to help. Thankfully, our grandkids and their boyfriends are in great shape. Star's rival (the mattress guy) has similar top-quality furniture, and offers delivery/haul-away services at no charge ... but we really wanted the set we saw at Star over anything at his location. (close call, though).

(2) Star offers interest-free financing for two years. However, if the sale amount is not paid in full by then, interest is retroactively charged from the date of purchase. The suggested monthly payment conveniently is not large enough to cover the purchase price ... kinda sneaky. In addition, they charge $15 for a credit check. After spending about $8000, one would think that the least they could do is absorb that fee. Of course, management deleted it when we advised TuTu that we wouldn't agree to it. Actually, our only reason for using the credit option was to keep our savings earning interest while paying down the bill. We ultimately decided to pay it off immediately, lest there be any issue with the financing agency down the road.

We'd only hope that Star would rethink those nickel-and-dime charges that put a bit of a damper on the experience ... anyone have Warren Buffett's...