John
Posted
While I was initially thrilled with…
While I was initially thrilled with their service, they shipped too few of one item. When I brought the error to their attention their response was that per their fine print, I only had 2 weeks to validate that a shipment was correct and file a claim. Since these parts were for a remodel and the contractor didn’t open them until he was ready to install them, I am out the cost of them. :-(
Response from StepUP Stair Parts· Aug 27, 2024
This review is based on a previous order placed that has NOTHING to do with this order. This review, however based, comes from a provided 5-star review from you, John. It is unfortunate, but an easily avoidable issue arose with THAT order. We did everything with excellence for you on this order. We provided quick service; shipped next business day to get additional product needed faster than usual to save you Next Day Air charges. Just so you now know, our cost to ship out from multiple location your order expeditiously was quite a bit more to accommodate YOU, our customer, with your quick turnaround. That's what we did; that is what we strive to do for our individual customer's needs! However this is the dishearten response from a previous order; very disappointed! We have gone above and beyond as your previous 5-star review provided for you and all our customers; even providing multiple after purchase follow up to assist you further. That includes this specially quick order needed for YOU, John. We are sorry that you think that 2 months after you received your order that we should just provide 2 missing balusters because you waited until 8 weeks later. It isn't the contractor responsibility either to check to ensure your order is correct before a contractor comes to install. This was even after purchasing this order a few days earlier?! Despite the 2 week window we have for claims, which are CLEARLY provided on our website, we have and would have extended that time frame an additional couple weeks. We would have even provided after 4 weeks the additional balusters with reduced shipping out of courtesy and goodwill. We understand that we can't please our customers, even customers when they expect clearly more that what can be extended, even when we have provided extraordinary and special service; as clearly done on previous and this order. Appreciate much!