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February 2024 by Joe Dickinson
My order showed up wrong. The product engineer said the production team accidentally made the corner posts incorrectly. Additionally, the instruction packet was not included with the order so we have thousands of small parts (rod rail and fittings) with no guide as to how to install them. I have labor lined up who are older gentleman who cannot look at a 76 page packet on a little phone screen. Paid $21,000 UP FRONT for this order and I did NOT get what I paid for. We are a large, high end rail and fence company and intended to use Viewrail on a regular basis…. This will not be happening now after this experience. This will delay completion of the project, make us look like we aren’t following through on OUR promise to our customer, and will cost us thousands of dollars in logistics and labor.
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February 2024 by RealEstateReality
Did not follow through
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July 2023 by H D
They missed their 5-day delivery window and knew they weren't going to hit it, but didn't let me know until I called them on day 4 of 5. Now my clients, who booked a hotel and pet boarding for next week so they wouldn't be around for the construction have to reschedule, my finisher has an empty week to fill, and I'm scrambling to keep my installer next busy while these clowns get their act together. It's about as simple an order as you could ask for too. Red oak, 5 pieces of handrail, 2 matching fittings. Oh, and the icing on the cake? They send plowed rails without fillet. Sold separately. First and last order for me.
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June 2023 by Mark W.
I called asking about a flush mount starter step. The first rep I spoke with asked what State the project was in. Oh wow, they must have a large network of customer service reps, and I can expect to get really personalized service right? Not so fast...when the next rep got on the phone, I asked if the starter step included the riser and came in two pieces. The guy hesitated, and said cautiously, "I think so". In other words, he didn't know. Then I asked about the curved molding they sell that matches the starter step. I said the dimensions of the curved shoe molding do not match the dimensions of the straight piece that would be needed with it. He said, "Yes, the dimensions on the website are the dimensions." So, I said they don't match? He said "yes". Now I see all the other poor reviews and it looks like nothing has changed, and I will be doing business with someone else.
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May 2023 by Luke S
They have good and knowledgeable people. I've been impressed with their easy going nature and their high quality products
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September 2022 by Kevin Reynolds
I ordered just under $1,000 in parts and supplies, I received a partial order of the banisters that were mostly damaged in shipping, paint chips due to poor packaging. After multiple emails and calls I finally was able to get a refund for the banisters for about $150.I never received the other parts, the UPS tracking showed the package was never picked up from Stair Supplies. After multiple calls and emails I have accepted the fact that I am out about $800 in unshipped parts.Customer Service does not exist, they will not return calls or honor your purchase. Save yourself the headache and buy your stair parts somewhere else.
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September 2022 by Kevin R.
I ordered just under $1,000 in parts and supplies, I received a partial order of the banisters that were mostly damaged in shipping, paint chips due to poor packaging. After multiple emails and calls I finally was able to get a refund for the banisters for about $150. I never received the other parts, the UPS tracking showed the package was never picked up from Stair Supplies. After multiple calls and emails I have accepted the fact that I am out about $800 in unshipped parts. Customer Service does not exist, they will not return calls or honor your purchase. Save yourself the headache and buy your stair parts somewhere else.
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July 2022 by Andrew Eberle
Poor customer service for loyal customer. Struggling to get responses from their web customer support team. Unreasonable fees for exchanges and additional materials.
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May 2022 by Richard Wilson
I tried reaching out several time, and left several phone messages. They have neglected returning my phone calls, and I had to buy a new balluster. I truly don't think they're mindful for their customers.
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March 2022 by Benjamin Ritter
I would avoid this company. Overall quality wasn't great. Two of the stair treads were cupped. They first recommended to steam bend them!!! Which didn't work. The glue joined failed. Now they are ghosting me..
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January 2022 by Zack Mishevski
Try to avoid StairSupplies.Before moving forward with this project from previous experience i decided to head to their headquarters (which is 130 miles away ) to meet and discuss everything with their sales man, just so i can avoid miss communication or delays with my order.Guess what happened.Sales Manager Tristan messed up my order, even with me providing measurements and pictures for everything needed.I have received wrong angle railing post's. In order to return them im wasting time on the phone with them and money. On top of that I've been told this should be custom made post ??? After the order has been placed.The only good thing about everything with this company was the communication with the other sales representative Erin, when Tristan was nowhere to be found or not responsive.Also you have to have in consideration that the real and accurate cost for the fence will come after you place the order and receive the items. Since there is plenty other items that you have to buy additionally.My experience was, if you dont like the order, they will offer return right away with premium cost.*Note: There will be a 25% restocking fee deducted from your refund.
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January 2022 by Clint Rosenberg
Stair Supplies/View Rail is a fantastic company to do business with. For over 6 years now, they have led with honesty, integrity, and professionalism in all aspects of business. Their model for customer/vendor service is exceptional and unparalleled. The grades of Stainless Steel being used are more expensive than others, but shows Viewrail’s commitment to quality not solely focusing on cost! Give them a try and let their work speak for itself!
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December 2021 by MaryBeth Kuenne Lockard
Great quality for a reasonable price! Love my stairs now. I needed to order a few more (I miscalculated) and the replacement order was incorrect. But Earl was quick to response and then followed up to make sure the order was corrected. Very positive customer experience!
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December 2021 by Travis Whitfield
I have worked with Stair Supplies for a number of years and can say they employee enjoyable, hardworking and honest individuals. Even after working with them for as long as I have, the beauty of their wood products is truly amazing.
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November 2021 by Mark Gundling
I was fortunate to be able to tour the manufacturing plants in Goshen India this week.It was a fascinating experience to see the advanced technology of the equipment and materials used to make the stairs systems and parts. The attention to detail and quality by the staff is exceptional. The culture and environment is very positive and friendly with a can do attitude. Great company!
