Wood Stair Parts’s earns a 5.0-star rating from 2 reviews, showing that the majority of customers are exceptionally satisfied with purchases.
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wood handrails and assembly
In October, 2019, we sent photos of our project and discussed what we'd like. Two handrails for two steps into the dining room.
Spencer sent us iron ballisters that had to be sent back because we have a concrete floor (that he knew from the beginning).
Then sent handrails that needed to be cut and assembled. They assembly process looked too difficult and he said they could do it there.
We didn't have all the parts, but told him what we wanted and sent ours back to be assembled.in December, we got two handrails that were
Different sized. Nothing was cut, just pieced together. How could they be different sized? Spencer said continually that there was no
guarantee and they should have been assembled on site. If they were the same size, what would it matter?
I thought Spencer was a new salesman, but from the prior complaint, he's the owner. BBB.org has an F rating and lists the owner as Rick.
He's a very poor communicator and puts the defects of his products back on the customer.
The complaint has been investigated and resolved to the customer's satisfaction.
First and foremost our customers are extremely important to us and we do our best to help resolve any issues. In your case, we tried on numerous occasions to help you. There was nothing wrong with the stair parts that were custom made for your job and shipped to you. The problem is with the installation. We provide stair parts nationwide to be installed on site by professionals, or homeowners if they have the knowledge and skill to do so.
I'm sorry that your project didn't work out for you. I've tried to reach you multiple times on your cell phone and your home phone, but to no avail. Here is exactly what happened; after we shipped your order, you called me asking how to put your fittings together. I explained the hardware is in the boxes and I can send you the diagram on how to attach them. You said it was too complicated to figure out and asked us 3 times to connect them for you. I declined and told you to hire a professional installer, stating that your fittings need to be cut and custom fit to your stair case by your installer. We are in a different state and whoever is on your job-site needs to calculate the pitch of your staircase and cut the parts accordingly. You said they are already perfect and they didn't need to be cut, just connected. You sent me the first photo (Attached) showing how you wanted them connected. I told you very clearly that I would only connect them for you if you already approve of how they are going to be connected, and were not expecting us to custom cut the stair parts. If they needed to be cut then your installer/husband would have to cut them prior to shipping them back to us for fitting. We also discussed the fact that if you have us connect them together and they are wrong for your home that there was no warranty and I couldn't remake them for free. I only agreed to do the work because you agreed you were responsible for making sure the parts were measured and cut correctly, and exactly what you wanted, before shipping them back. We do not typically assist with pre-installing parts, but were just trying to help you out. After you shipped the parts back to me, I still didn't feel comfortable without putting my concerns in writing. I sent you a text with my disclaimer to make sure that I was clear on our phone call (See 2nd Attachment). I still don't understand how I could have been more clear, the parts were in your possession, and needed to be cut/fit for your project prior to sending the parts for us to join together. And, if you chose to have us assemble them and it did not fit once you got them on site then I wouldn't be able to take the products back. If you were not comfortable with having them custom cut/fit and then shipping them to us to please not send them back, as I didn't want it to be wrong. We connected them exactly like your photo and how you asked, and now you're upset.
Your husband called me on 1/13 and he needed additional help with his installation. I didn't know it was him at first because he gave me a fake name but I spent almost an hour walking through the install on your home. I told him I knew who it was and I was happy to help. I asked him if he was upset with us and he said no, the products were to be installed 5' apart and no one would ever notice, and I told him to call me anytime if he needed more assistance. Call me back if you would like to work this situation out. Thank You.
ordered stair treads that were done incorrectly
I ordered stair treads from this company online. I ordered straight-edged treads but after weeks of waiting and charging me additional shipping charges than they originally advertised, they send me the wrong treads. All the treads had arrived with a bull nose. I was very specific in my order but they made the mistake.
While seeming to acknowledge the mistake, Spencer called me to discuss. I agreed that I could work with all but 5 of the treads by simply turning them around. Keep in mind that this meant the straight edge was not finished properly which meant more work for my contractor. Spencer also seemed to suggest that I could send them back, wait more weeks, and that he would cut off the bull nose and send them back. I bristled at the even the suggestion explaining that I had paid for a 10.5 wide stair tread, not one that he screwed up and would cut off and send back to me.
During my phone call, I expressed to Spencer that I doubted 5 treads would work because I was making them open on the sides. Further, he seemed to be appreciative that I was willing to accept the other 6 instead of demanding that all 11 be sent back and remade. I tried to compromise with him in the interest of also trying to get my project going since I had spent weeks waiting for an incorrect product. Once my contractor looked at the 5 stairs that I already suspected would be a problem, he came up with another idea since we already had to send back the 5. It would allow me to make the stair wider and longer. So, I ordered 5 new treads while I arranged to send back the others. Meanwhile, I am paying more money to correct a problem that WoodStairs.com created all in the interest of getting my project moving.
In the end, Spencer did not live up to his word to make things right since they had screwed up by making them all bull nose when I had ordered straight-edges. They had the audacity to charge me a 30% restocking fee.
This company is greedy and doesn't live up to the mistakes it makes. They expect customers to shoulder the burden of their mistakes. In fact, he kept saying to me that it would be costly for them to take them all back in the first place. That is why he was so eager to make them work. Even though I compromised by accepting the product incorrectly, he didn't hold up his end of the bargain to make it right and correct the original issue that they created by making them wrong in the first place.
This is not a trustworthy company.
See photo of how wonderful the stairs turned out.
This complaint has been resolved. The company has refunded my money and ensured that I had the correct stair treads as ordered. I greatly appreciate their attention to this matter and that we were able to resolve the discrepancies.
Is Wood Stair Parts Legit?
Wood Stair Parts earns a trustworthiness rating of 98%
Highly recommended, but caution will not hurt.
We found clear and detailed contact information for Wood Stair Parts. The company provides a physical address, phone number, and email, as well as social media account. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.
Wood Stair Parts resolved 100% of 2 negative reviews, its exceptional achievement and a clear indication of the company's unwavering commitment to customer satisfaction. It would suggest that the company has invested heavily in customer service resources, training, and infrastructure, as well as developed an effective complaint resolution process that prioritizes customer concerns.
Woodstairs.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.
Woodstairs.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.
Woodstairs.com appears to have online shopping features, it's important to know that the platform supports an extensive range of payment methods, making it convenient and easy to complete your transaction. The payment procedure on the website is also relatively simple and straightforward, ensuring a smooth and hassle-free experience for buyers.
However ComplaintsBoard has detected that:
- A user on Complaintsboards.com notes that they were interested in purchasing a product from Wood Stair Parts, but after conducting a search on multiple review sites, they were unable to find any reviews or feedback. The user advises others to be wary of the company's lack of online presence and to consider alternative options.
- Wood Stair Parts protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
- The website belonging to Wood Stair Parts has a low number of visitors, which could be a red flag for users. However, it's important to conduct additional research to fully evaluate the website's legitimacy and trustworthiness.
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Overview of Wood Stair Parts complaint handling
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Wood Stair Parts Contacts
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Wood Stair Parts phone numbers+1 (888) 390-7245+1 (888) 390-7245Click up if you have successfully reached Wood Stair Parts by calling +1 (888) 390-7245 phone number 0 0 users reported that they have successfully reached Wood Stair Parts by calling +1 (888) 390-7245 phone number Click down if you have unsuccessfully reached Wood Stair Parts by calling +1 (888) 390-7245 phone number 0 0 users reported that they have UNsuccessfully reached Wood Stair Parts by calling +1 (888) 390-7245 phone number
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Wood Stair Parts emailscustomersfirst@woodstairs.com100%Confidence score: 100%Supportspencer.uwp@gmail.com100%Confidence score: 100%Supportmanager@woodstairs.com98%Confidence score: 98%management
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Wood Stair Parts address188 N. 3050 E. Bldg B, Saint George, Utah, 84790, United States
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Wood Stair Parts social media
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Checked and verified by Laura This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreJun 13, 2024 - View all Wood Stair Parts contacts
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