Steel Supply, L.P.

Hi Kirt, We sincerely apologize for the delay and for the lack of communication on your order. This one is on us. After reviewing your order, it’s clear we missed the mark in processing it in a timely manner, and we understand how frustrating that is. That’s not the experience we aim to provide. We are getting your order shipped out today and have expedited it to help make up for the delay. Thank you for your patience, and again, we’re very sorry for the inconvenience. - Steel Supply, L.P.

Hi Eric, We understand your frustration and appreciate you bringing this to our attention. After reviewing your order, it appears there was an unexpected stock shortage that required an internal transfer before we could ship. When you contacted us on 4/27, we confirmed the order was set to go out that same day and, to make up for the delay, we upgraded your shipping to 2nd Day Air at no additional cost. Your order did ship on 4/27 as promised; however, the final delivery delay was due to a UPS transit issue that was unfortunately outside of our control. We take our stated processing times seriously and are actively working to prevent situations like this from happening in the future. We truly appreciate your patience and the opportunity to make this right. Thank you for taking the time to leave us a review. - Steel Supply, L.P.

Hi Richard: Thank you for your feedback. We’re sorry to hear about your experience and understand your frustration. We aim to keep our online ordering process aligned with shop operations, but it’s clear we fell short in this case. Pickup timing should never create unnecessary pressure on our shop team or impact their schedules. We’re addressing this internally to improve communication between our online team and shop floor, so expectations are set more accurately moving forward. We appreciate you bringing this to our attention and hope to provide you with a smoother experience next time. - Steel Supply, L.P.

Hi Dan, Thank you for taking the time to share this detailed feedback. We understand how frustrating and confusing this experience must have been. We sincerely apologize for the inconsistent information you received regarding inventory availability, pricing, and follow-up communication. The back-and-forth on quantities and the lack of timely updates are not the level of service we aim to provide, and we understand how that would impact your confidence in moving forward with the order. Regarding the pricing change, we want to provide some additional context. Since your initial inquiry, our original supplier for this item is no longer able to provide it, and we’ve had to source it through an alternative vendor. Unfortunately, this has come at a significantly higher cost than what we were previously able to offer. Like many industries right now, we’re also seeing substantial increases in product and shipping costs, which have affected pricing more broadly. That said, we recognize how abrupt and significant that price change appeared from your perspective, and we should have communicated that more clearly upfront. We also appreciate you pointing out the pricing you found elsewhere. Feedback like this is important and helps us evaluate both our sourcing and pricing strategies. Your experience highlights areas where we need to improve, particularly in communication, consistency, and transparency. We’re addressing this internally to ensure better follow-through and clearer information moving forward. Thank you again for bringing this to our attention. - Steel Supply, L.P.