Rex C.
Poor customer service
Due to an ordering error, partly from the prints I received and partly from the pictures on their ordering site not matching the parts, I got the wrong brackets for my job. The brackets I received were scratched and a jumbled mess as the wires they used didn't hold the brackets together in the boxes became damaged in shipment allowing the loose brackets to scratch and start to rust. I didn't complain. While Laurel allowed me to return these after pointing out their FAQ doesn't allow returns, I returned the brackets painted and in better condition than I received them. They refused to offer me credit because of the damage from the initial shipment and because I protected them from rusting with paint. (They would have had to sandblast them anyway or tell me the rust was my fault) I should have let them know of the damage, but I accepted them as they were not wanting to make a big deal of it. Anyway, I received no support from this company for my efforts to do the right thing. I'm really unhappy with the customer service I received. Don't use this company as you will receive little help if there are any problems with the order. I'm sure the company's reply will make it sound that it isn't their fault, but when will companies step up and take care of their customers? It seems to all be about making a buck.
Response from TimberplatesOct 9, 2025
On 9/8, you contacted us because you were having trouble installing your plates. It was determined that the wrong pitch had been selected when you placed your online order in June. We understand that mistakes happen, so we expedited production of your replacement order to help keep your project on track. We also made an exception to our no-return policy, offering a refund, less a restocking fee, if the plates were received in good condition. Your order was for unfinished plates, which can develop minor surface rust; such rust would not have affected eligibility for a refund. However, the returned plates had been painted, which prevented us from restocking them without additional outsourcing costs. Had we known they were painted, we could have advised you in advance that we couldn’t accept them. We appreciate your feedback and wish you the best with your future projects.