Stair Parts USAReviews of stairpartsusa.com

Unfortunately, I have to give a poor review for this company. I accidentally ordered a substantial amount of balusters in the wrong size. I understand that I would need to pay for return shipping, however, the 25% restocking fee on an order over $700 is too high ($175 + the shipping I still needed to pay). I know they have to be able to make money but I also need to feel confident should an unplanned error occur that I am not penalized. Other companies do not have this process and I could do business.

I worked with Aaron who was extremely helpful with my order and very nice. I trusted with his help I got everything I needed. Did not order the exact part I needed in the end and was told I needed to order another custom piece and the guy told me it wouldn't be worth my money to send the other baluster back because I would be in charge of shipping and restocking fee. So I would have to buy 2 balusters. Ending up not getting what I needed in the end and out 30 dollars. Not doing business with them again.

The website is easily navigable which makes choosing your product easy. However, if you find yourself with questions, you may have some difficulty. There appears to only be 2 employees running the show. The first of these employees became unreachable and when I was finally able to reach the company again, the lapse in communication was blamed on his iPhone crashing and him losing all messages and contacts. This happened not once, but TWICE. All my hopes of calling the company in an attempt to speak with a different CSR ended in disappointment as the same employee answered each time. I had to explain my needs each time I spoke with him, even though I had an active quote. When part of the order finally arrived, it was incorrect. Very luckily, I have a skilled general contractor who is making it work. I still do not have my complete order and I initiated this process August 13th.

My order was placed 9/22/15 with a three day lead time. After waiting ten days I sent an email to customer service through their own feedback page about when the shipment would actually ship. 5 days later I sent another inquiry after receiving an email that my order has shipped. They did not tell me the shipper or give me a date of arrival, the page now says it is still being processed (10/6/15) but has not shipped and cannot be tracked even though an email has proudly declared the order as shipped. I have no idea where my parts are or when they will ship. I don't think this is good service and I get the feeling they are ignoring my inquiries. HMMMMM. ok then.

Not getting the warm-and-fuzzies here, website made it seem like parts were in stock, yet out of big order, only piecemeal little parts have shown up. Makes me question whether this company actually stocks anything and makes me question whether I should have ordered elsewhere.