Molly F.
Posted
Good product ruined by poor packaging and customer service
I ordered two adjustable jack posts to support a load-bearing wall in my home. They arrived damaged in transit, and both posts were unusable—out of plumb, with chipped coating and one wobbled on its base. Each unit weighs 11 pounds, but they were shipped together in a thin cardboard box with no apparent internal padding. The box appeared to have ripped open in transit and they both looked pretty banged up when they got here. I got in touch with customer support and sent photos with a level reference to show my supports were out of plumb. Customer service initially advised me to use the damaged supports anyway!!! Then the rep offered a replacement or refund, but also noted that replacements might arrive in similar condition. The rep attributed the issue to the shipping carrier. That response did not give me confidence that the outcome would be better next time around, so I chose a refund. A more knowledgeable response to structural concerns would have improved my experience. 2 stars instead of 1 because they did pay return shipping and issue the refund in a timely manner.
Response from ellismanufacturing.com· Sep 28, 2026
Hi Molly, Thank you for taking the time to leave feedback. We are sincerely sorry for the frustrating experience you had with your recent order, from the damaged condition of the posts upon delivery to the unacceptable communication from our support team. Advising you to use damaged structural supports, or setting the expectation that a replacement might arrive in similar shape, does not reflect our standards for customer care or safety. We are actively reviewing this situation internally to ensure our team is providing accurate, knowledgeable guidance on structural concerns, as well as upgrading our packaging to better protect heavy items in transit. While we are glad your refund was processed promptly, we deeply regret losing your confidence. We appreciate your honest feedback, as it directly helps us improve our service and packaging going forward.