Stair supplies Reviews

My wife and I were completely taken advantage of by this company. I have never posted a negative review like this before because I hate to impact anyone's livelihood, but I don't want anyone to be ripped off like we were. Do not trust anything you see on their website. Do not assume they are acting in good faith. Do not assume they care one bit about doing the right thing. The conduct of Stair Supplies was the most dishonest I've run into in years. RUN AWAY FROM THIS COMPANY AND GET YOUR PRODUCT FROM A REPUTABLE BUSINESS. YOU WILL BE RIPPED OFF AND THEIR RESPONSE WILL BE "TOUGH."

We love the product, stairs turned out amazing. The issue is that we have requested a replacement post because it was an inch shorter than it should be. The difficult part in providing this review is up to that point the service and support had been really good(especially considering the fact that their manufacturing plant was moving). We get to this issue though and it has been we are working on it for 4 months.

Update10/13/2020: It was 6 months before it was rectified but at the end of the day the had gotten it right, though you may need to follow up with them regularly. The end of the day the problem was that our stairs had a measurement that was not accounted for in their forms. All in all it is a forever product, for a good price point.

I am not one to write reviews, however I feel compelled, as I have never experienced such poor customer service. After placing our original order, they contacted us to clarify a few things. At that point they should have caught issues / inconsistencies with our order, as somehow a portion of our order was incorrectly ordered in Black with the rest of our order being stainless steel, but that was never addressed. Therefore when we received the incorrect items and contacted them about the confusion we were told we could not return them, even though we offered to drive those items back to the factory and pick up the new correct items. Instead we had to reorder & pay for the correct materials to be sent, and they shorted us on the replacement items. All of this back and forth cost us hundreds of dollars, and delayed our project for months. We discussed our dissatisfaction on multiple occasions and were promised some type of refund / monetary compensation for all of their mishaps. We continued to get the run around from their accounting department, and never received any type of reimbursement. We own and operate a four generation family business, and would never dream of conducting business in that manor. Very frustrating experience. Should you choose to do business with this company, be prepared for unfulfilled promises, long delays, and all around poor customer service.

I ordered materials for a cable railing. I was sent one incorrect piece, a stair post. I notified stair supplies as soon as I received the wrong rail post.They agreed it was incorrect and provided a return authorization that i had to pay shipping on. I had to alter my installation plans to work out the problem created by the wrong rail post. I sent the post back .That was 2 months ago. I have sent numerous emails with proof of return and no one will respond to me. What a horrible experience. Thank goodness I was able to reconfigure layout so contractoers could finish job. But what about my refund !

My business is a vendor for Stair Supplies / Viewrail. They are excellent to deal with and have a very solid company culture.

They failed to send the correct number of parts, yet charged for a "Extra Component Kit". When I reached out to let them know there was a mistake they quickly sent me an 'invoice' (at no charge, just to show the new parts). I received no call nor email to apologize, but I figured it was ok since they already processed the missing parts. A week later and just now they are sending the parts since they had to fabricate them- it would have been nice to get a call with a heads up.

Their response?

"These parts had to be fabricated and powder coated prior to shipping. This was our normal lead time for these products. Hope it gets to you soon and that you are well"

What happened to customer service?

Great company, dedicated to serving their customers!

Do not purchase from this company! They ll more than likely mess up your order with how poorly this place is ran. Stair Supplies is terrible to its employees, forcing them to work excessive overtime, withholding pay, inadequate training, unstable management decisions, and not to mention severe favoritism. If you work here, you not only do the job you were hired for, you re also responsible to train yourself, do your managers job, and do every other departments job on top of your already extraneous work load. This company is the most unstable work force I have ever seen.