Warren B.
Packaging/ Freight Handler problem
From viewing the parts online to ordering to being contacted and kept updated when order was shipped was great but when the white oak handrails arrived the packaging was only partially covering the handrails. Half of the packaging was destroyed and separate from the items being protected, I was very disappointed and was going to send them back but after closer inspection they both had minor scratches and I decided I could repair them! In my opinion Packaging, Shipping and Freight handler need to be more aware and figure out how to protect these long objects better
Response from StepUP Stair PartsMay 9, 2023
We thank you for your overall review and the confidence we showed throughout the process you experienced through our company. It is unfortunate that the product was damaged through shipping. This is outside our control but do have confidence that our shipping partners have a 96% rate in successful claim-free shipping. We attempt to package our products well that will withstand the transport to your door. Our apologies again for this unknown issue! We certainly do not like hearing our products arrived with any concern. As we ask all our customers, please contact us if there is ANY concerns; we want to rectify the best way possible. We strive for a 5-star review with each customer!