Totally Negative Experience
Funds were deducted the day the order was placed. A status link was provided. Order status said "order placed". When the order status remained unchanged after 30 days I called to cancel the order. I was told it was "in production" and could not be canceled. Further, that it would complete in a day or two and ship that week. The order status remained unchanged until a full week later when it changed to "in production". When everything arrived I noticed that the easing was the wrong type. They sent an up easing when an over easing was required. My bad, I assumed they would issue the correct part based on the diagrams the finish carpenter provided. I asked to exchange the up easing for an over easing and was told that it was not returnable. (Note: the up easing is a standard part, unaltered from the stock configuration.) They then asked if I wanted to buy the over easing. I purchased the over easing locally for $23.00. Compare to $74.09 list on stairsupplies.com. Twice I used the "schedule a phone call" feature. Both times I never received the promised call back. I had to call in and wait on hold. Too many mistakes. I do not recommend dealing with them. Sincerely, Steve Morrison