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I called to place my order for stair parts, because I needed advice. Their "specialist" assisted me and ordered handrails that were too small for the balusters. I was told by customer service that "since I had confirmed the order, there was nothing they could do". Their website lists the dimensions of the handrails as 2-1/4"X2-3/8". What they don't tell you is that the handrails taper down to 1-1/4" at the bottom, so you need balusters that are smaller than that at the top. My order total was $3000, and I was promised shipment by 1/8/07. They were finally shipped on 1/26/07, and that only happened because I canceled several items that was "delaying" them and order them elsewhere. Everything that was "delaying" them was in stock on other websites, and I received them within a few days. The delay cost me $65-$70 in interest every week, and fixing the handrails and/or balusters will cost me several more $$$.
The complaint has been investigated and resolved to the customer’s satisfaction.
They are a drop-ship company and don't stock any of their own parts. That is why it didn't ship on time, because it's actually up to the "real dealer" they give orders to for shipment.
I don't know how they can claim to be a stair company at all, which you are just a few guys sitting in an office shuffling paperwork and drop-shipping everything. That is why they didn't tell you the bottom of the balusters taper down, because they are just trying to shuffle order to order as fast as they can. Drop ship companies don't make good margins so they rely on quantity.
Shop around. Look for a company that claims to beat other people's prices and has easier return / exchange and promised shipping dates .
I apologize. This review was meant for stairwarehouse - not stairsupplies
stairwarehouse is the drop-ship company that is just a few guys in an office shuffling paperwork
stairsupplies actually does carry a small stock and have a wood mill to produce their wood parts. this is why the delay was longer than promised. Since they make all their wood per order, your "confirmation" means you approved the custom order and that is why they dont work with you.
It's 2012 and stairsupplies are still the same, order arrived weeks late and missing parts, don't use these guys, they are crap