Stair Warehouse reviews and complaints

I never received a courtesy e-mail or phone call of apology from them. This was sent to "John" a tech person I spoke with, as well as to an S. Cappel (supposedly one of the owners). Their price point is high for all their stuff, and the attention to quality should be high as well.

If you remember we spoke twice about info I needed for my order with you. The two packages were waiting for me when we arrived Friday night in Canaan. You were so helpful, and also were the women in your order department, that I wanted to share with you the following.

Quality Control from your shipper in Ohio is terrible. I needed a run of 68” for my rail, plus 2x 4 ⅝ for the returns. I ordered a 7’ length. About 8 inches in from one of the ends was a really bad gouge on the apex of the rail (photo attached). No damage to the outside carton, so I must assume that someone saw this and shipped it anyway. Fortunately I was able to work around this and the small dented piece is in my scrap pile. To prevent damage in shipping you might have your supplier bubble wrap the rails. I ordered 5 brackets, black, powder coated. Four of the five were defective — areas of bare metal. Fortunately I had some Ben Moore DTM flat black which repaired them. Also if someone orders Rosettes and brackets, the supplied #10 X 2” screw is inadequate to pin the bracket, go through the Rosette and wallboard and provide a strong enough attachment in the joist. You really need a 2 ½” screw. Also none of the Rosettes had a center point marked. That waisted another few minutes of my time.

If you and your staff were not so helpful, I would post my complaint on-line. But I won’t. I would however suggest that you speak with your supplier, or find a new one.