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. read more

The 4* or above is a MISREPRESENTATION OF THE TRUTH. If I could give them a NEGATIVE RATE, I would. I contacted them two months ago and sent my project's detail and design through their website platform but because of the lack of communication between their design team + project coordinator and supervisors, I have seen more than five times missing information in my final paperwork and designs, so their weak business caused me and my customer a massive delay for me while I paid them 10K. At the end, they sent me another wrong final design then I canceled my order and I am waiting to receive my refund from them. read more

Viewrail gets one star for having overall generally nice people to work with, but while I would love to give them more than that, their pipeline is just too sloppy and unreliable. To start with, the sales rep assured me that they would send more balusters than would be required. Then, when installation started, the design was actually short several balusters. The instructions that were included were for a totally different design, and none of the youtube videos matched the system I purchased. Getting the correct instructions required me to call and eventually get an appropriate (and overall perfectly nice) human on the phone, who then had to dig around in their system for a few minutes and email them to me. The packing list had random parts that were not actually for my design, which I paid for and are now unnecessary and useless. The difference between how the sales rep described the system vs what was actually delivered is frankly astonishing! It was a comedy of issues, all of which slowed down the project, caused a ton of additional on-the-site design thinking and extra work from my contractor, and made the project way harder than it would have been if everything was as described. Oh, and did I mention that they billed me hundreds more to ship the parts that they missed in the original design phase? Because yeah, that happened and also felt really annoying. I don't know what tools and quality control practices they are using, but they should try different ones. read more

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. read more

Their customer service is terrible. Once you order and pay you cant get them on the phone. I ordered $10,000 of cable railing for my deck and two matching gates for another $2,000. The cable railing arrived and was OK. The top mounts for the handrail are not tapped correctly and the screws provided strip when you try to attach them. I called and they said they were aware of the issue and are fixing it going forward. That's great but does'nt help me. The gates are another issue. They were supposed to take 4 weeks to arrive. After waiting 6 weeks and complaining they finally showed up. However they were the WRONG SIZE. I confirmed my order was correct and reviewed my emails and measurements. The error was theirs. I try to speak with the salesperson Mark DeLeeuw with whom I ordered the gates and he wont return my call. Mark DeLeeuw insist I have to talk to customer service, however customer service knows nothing of my order. I ask them to expedite my replacement gates because I have been waiting months and they won't do that. So I get to wait another 6 weeks and hope they don't mess up the second set. Save your money, do business somewhere else. This company has terrible customer service. read more

I don't even know where to begin considering the hell this place has put me through. On December 20,2019 I place an order for a dozen treads. They tell me it'll be shipped by January 27,2020. I'm not an annoying customer and wasn't calling them constantly and following up leading up to the end of January. I'm a professional and expect the same from people I do business with. On January 20th I call them ONE time in that entire time to ask if everything is going according to schedule and that I'll be receiving my steps next week. They assure me , everything is going according to plan and I'll have them. On the 28th of January I call them asking why I don't have my tracking number emailed to me yet and the status of my order. They give me the run around , and the following morning I get an email stating that my steps are "still in production " I call up , FURIOUS and demanding answers, I ask the representative ( Brandon ) what the hell does that mean that it's "in production " when you told me last week I'd have them by the 27th, I asked , " when did you start my Order" , Brandon said. "we're starting today" I absolutely lost it, I was yelling and screaming and couldn't believe how incompetent and dishonest they were! He had the nerve to tell me " things happen, sometimes there are delays at the warehouse where the steps are made" To which I replied " I understand delays , when I called last week, your people said I'd have them on the 27th, they never said there were any delays , they lied ! This was a $3,000 dollar Order !! Keep in mind , I had a local guy build me a metal stringer based on " stairsupplies " sample step which I wasted $300.00 on - so now here I am, with a different stringer from another company because stairsupplies stringer wouldn't work for me because of the clearance of head room. I asked how Brandon would rectify the situation he said he'd speak to his manager and get back to me . The next day this piece of garbage emails me saying he felt threatened by my tone and would no longer have any communication with me and was going to cancel my order . I didn't ask for a credit ( even though I should have received one ) I apologized for losing my cool - which should be understandable, and asked if he could just please complete my order , he said No, and that was the end. They basically wasted 6 weeks of my time, and when I kindly asked him to AT LEAST tell me the measurements of the tread I ordered since I built a stringer based on that size , he didn't even give me the courtesy of responding. DISGUSTING!! Then I had to order treads from another place which took an additional 5 weeks. Basically I wasted 3 months all because I got involved with these liars. Do yourselves a favor - stay away from this company and their other company " viewrail" which is made at the same factory. They're a bunch of Time wasting liars !!! read more

We were very disappointed with this product. We ordered the Stainless Steel - Interior or Exterior metal railing. The pieces did not fit together smoothly and scratched our hands when rubbed against. The installation was a problem. We had to order an additional gripping tool, which was very pricey, and did not work to correct the problem, as the wire was too narrow for the gripping tool to hold. They would not allow us to return the tool when we advised them of the issue. We eventually had to purchase tools outside of this company to install the rail properly. We were given very little customer support. I would not recommend this product or company. read more

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They failed to send the correct number of parts, yet charged for a "Extra Component Kit". When I reached out to let them know there was a mistake they quickly sent me an 'invoice' (at no charge, just to show the new parts). I received no call nor email to apologize, but I figured it was ok since they already processed the missing parts. A week later and just now they are sending the parts since they had to fabricate them- it would have been nice to get a call with a heads up. Their response? "These parts had to be fabricated and powder coated prior to shipping. This was our normal lead time for these products. Hope it gets to you soon and that you are well" What happened to customer service? read more

Not sure how this company is still in business. I called multiple times during business hours and nobody was available to take the call. Eventually 'Jospehine' called me back. She didn't seem to know very much at all about their products, and seemed fairly disinterested in general. read more

I would give 1 star if i could!!! This place takes no responsibility for their mess-ups and hides behind the digital wall/emails. I ordered a metal rod system. I needed 1 post for a longer stretch of railing that had holes in it for the rods to run through. Post was taller by almost 2" making the top hand rail gap larger vs the spacing for the rest of the metal rods. read more

Rail looks good, but thought it was overpriced when I ordered, but thought it was the quality I wanted. Cone to find out, part of the overpriced part was they sent double the cable required to do the job, and won't take the extra back even though they calculated the need. Seems a lot like padding numbers to boost sales. Doing a deck next spring, but won't use them again. Customer service response very disappointing. "Sorry about that " was all I got. read more

There is no way, I would recommend stair supplies. They told me my order would be to its destination on time, will it was but 90 percent of the order was missing. I had already hired a contractor to install the new railing this week, so the old railing was already demoed. They told me it would take a week to sort it out, then the items still need to ship, so I'm looking at a minimum of another 2 weeks. While there is no railling in place know I have a safety issue at my house, with kids running around Thanks Stair Supplies your the best!!!!!! It seems like they have shipping issues, read the other reviews. read more

This has been the worst experience! I ordered railing for one flight of stairs inside and 4 steps out front. It cost $3k which I paid. Then the order took months to get here (I understand with Covid things take longer) and communication has been difficult with them. Items finally arrived and when we went to install it found all fasteners/screws/instructions were missing and paint was bad in spots. The company claims that this mistake was found after their 30 day warranty and now wants me to pay another 1k to get the pieces we need to install. And they can't prove that they ever sent the parts to me. I'm so upset and disappointed by a company that used to be very well organized. I hope they make this right! Meanwhile we're living in a house without stair railings and I'm scared someone is going to fall and get hurt. This has been a nightmare. I do not recommend buying from them, buyer beware!! read more

I had an excellent experience working with Stair Supplies to obtain the correct hardware for my custom, tubular steel cable railing. Although an experienced treehouse designer/builder, this was my first cable rail application -- and it was a large, high-end installation. Stair Supplies worked with me to ensure that I ordered the appropriate amount of cable for the appropriate number of cable rails, as well as the appropriate hardware for the different runs. My order was clarified by professional drawings supplied by Stair Supplies to ensure I was getting what I needed. The components shipped promptly and came with complete installation instructions, supplemented by installation videos available online through YouTube. I would recommend Stair Supplies to anyone interested in obtaining exceptional stair components together with the customer service necessary to ensure they work as required. Christopher Donovan Treehouse Design Company Memphis, Tennessee read more

Submitted a drawing produced on their impressive website and was answered with a routine email that they would get in touch the next day...from there it was downhill like bungee jumping off of a trestle into a deep gorge. I would suspect they're are casualties of pandemic but poor reviews date back years prior....My 'train wreck' radar seemed to be accurate once again. Unfortunately, looking for their competitors. read more

I ordered railings from this company. They were exceptionally professional and paid attention to every detail of my order. Thank goodness because I had made a mistake in ordering and they called me immediately to make sure their suspicion was correct. I highly recommend this company. In fact, I ordered stair treads from another company - www.woodstairs.com - and it was a huge mistake! Woodstairs.com are greedy business people. They don't own up to their mistakes. They expect customers to eat the cost of their mistakes. Order from these guys. You can't go wrong. read more

My client was wanting something different for his interior stair. He had a neighbor who had used one of their cable systems on his exterior handrail with metal newels. My client looked them up and sent me a link. I had not used their system before and I looked them up on YouTube and watched their videos on installations. The information they present both on the videos and on their site is lacking important information and in some cases incorrect. The first issue was they failed to let you know that you need a 4" post. This would have been a deal breaker from the beginning. I see a cable system like this on an interior as very contemporary detail. And a 4" post is way to massive to use in a contemporary setting, especially if the stair well is not so large. This stair 19 risers, 48" wide treads and, a winder with mid landing which also happens to be the entry foyer so, the landing is large for a landing 8' X 8'. The top level is the living /dining /kitchen area with wood floors and is all open with a handrail balustrade around the perimeter. A 4" post would have be overwhelming in this small of space. This was our first problem issue since our plan and materials were already made and installed while we were waiting for parts. A list of the cons. 1) the 4" post minimum to match with their installation system is not mentioned anywhere and we would have not ordered it if we had known. 2) video says on a sloped stair section put the screw at the top of the hole at the top and the bottom of the hole at the bottom. This make is impossible to install the wood angle insert because the with their top and bottom instructions the cable is pulled tight against the bottom or top of the hole, 3) the flanged holders on the wood angle insert all vary and none will fit unless tweaked with a pair of needle nose pliers. Some of the welds on these flange holders will break and others might fold over especially on the sloped stair section. 4) Their typical cable wedge does not hold well. If you tighten carefully starting from the center as instructed. But if a person who would usually be a kid puts much pressure on the cable they will pull loose. 5) missing parts, our order was missing all that was ordered. A list of pros. 1) quality parts even if they all don't work, 2) great customer service, when we had the issue with the missing parts they responded and quickly fixed it. This should all install easily, what I thought after watching the video but with lacking and wrong information it did not. So 5 stars for 2 pros and 1 star for 4 cons and 3 stars for 1 con - #5 packing issues just happen. That makes it a 2.4285, I am afraid I will have to round down because it is not 2.5 and lost time improvising. About me. 48 years construction experience, 44 of those years interior trim, 38 as my own company working from the bottom of track housing and finishing up with homes up to $40M but median was probably $18M. The stairs I did were mostly traditional many had parts that were all made custom and some handrail parts had carved. Those home included the basic stairs to free standing all stain grade elliptical with paneled stinger skirts and bottom paneling. read more

I was doing a MAJOR renovation to my house. I was replacing the steps that go from my living room to the upstairs bedrooms. We were going to do this by buying items at local stores, as we were investigating we found that matching grains/stains/colors was going to be next to impossible. After some research I found this place. Using them was, with out a doubt, the WORSE internet purchasing experience of my life. First. DO NOT , DO NOT, DO NOT take their claim of matching grain and colors seriously. I ordered 9 tread of which 7 were not even to close matching grain and colors. My starter step raiser had dark rectangles on it. I talked to a sales person and one of the owners who attempted to tell me that straight line grains and large circle grains DO MATCH. (I can provide pictures if anyone wants to see). After having to get the BBB in Indiana involved, stair supplies replaced 5 treads. Of which 3 treads came in with DEEP holes in the wood (maybe where knot holes were) up to 1/3 of an inch deep. When I complained about this I was told "It's a minor defect in the wood, that once installed won't be visible". But what was most disturbing in the email response from them was: "We did inspect the wood, and that's why we put that knot on the bottom of the tread, where it will never be seen." They also replaced the starter step raiser, but guess what THE NEW ONE CAME WITH THE SAME RECTANGLES. Granted, not has dark, but very visible. At first they only wanted to offer me a 50% refund because the said that the starting step tread was ok. I had to tell them that I paid for a complete starting step and did not receive one so they owed me a full refund. Which they did. Other issues. - LONG LONG LONG delivery times. Did not keep dates when it was given. - The owner hung up on me during our 1 conversation. - Bad quality assurance check before shipping. - They try to put the blame on you for having "unreasonable expectations" even though their site is the one to set the expectations. read more

I contacted them about stainless deck railings. The president of the company spoke to me and didn't understand the standard architectural drawings I submitted (as required when applying for a building permit). The plans are very detailed with every necessary measurement. This company apparently has no one in-house who can evaluate such documents, which did not make me very confident. I walked this person through the plans very carefully and he still didn't understand saying, "I'm just a salesman." Seriously. So, be very careful with submitting drawings because you may not get what you need. Maybe they would do better with a sketch in crayon drawn by a child. ...Btw, I submitted the same plans to three other vendors and they sent estimates back immediately... read more

Have not received my purchase yet so I cannot comment on the quality. However, they do not understand their own website and shipping policy. 2 day shipping means 2 day, even though they argued that the carrier doesn't have 2 day shipping. I had to forward to them the email they had sent to me with the 2 day shipping on it. They still wouldn't take responsibility for the delay. I am not positive when my order will arrive, but very disappointed especially after spending a lot of money on wrought iron balusters and on the shipping. I do not recommend. read more

If minus stars were available I'd give them -2. First off I waited over a month to get my order. Apparently everything is custom made. No returns and it takes a long time for them to get the order out. And when it came, it was incorrectly picked and now it's been several weeks and customer service doesn't seem concerned enough to communicate that they are working on fixing the mistake. After going back and forth via email and phone, I got a hold of someone and they say oh yeah that should have shipped. What??? So, still waiting for the correct pieces to come in and a tracking number. Ordered this on July 26th and today is August 31st. Don't hold your breath... read more

My wife and I had been shopping online for railing parts for quite some time and just could not find the right combination of price and quality. Stair Supplies delivered on both counts. Our project is admittedly simple - just a newel post and a mix of 2 dozen or so metal and wood balusters. The metal balusters arrived first and if I was to ding them a star it would be because they just kinda arrived one day and were quite heavy for my wife to get into the garage. But - our service rep Shelly caught an error in the order I placed and fixed it with no hassles. Shelly kept us appraised of our order and told us there would be a slight delay in shipping the wood parts. Still - they arrived on time and are beautifully finished. The metal balusters were made overseas but it appears the wood parts were made in the USA. So I'm happy some of money stayed in the US to support US workers. I would recommend and buy from these folks again without hesitation. Geoff in Oregon read more

I have used these these guys for two projects to date. The 1st one was simple, a flat deck so no angles to deal with. I chose powder coated aluminum for the posts. I installed them about a year and a half ago and now I have bubbling and flaking paint on the posts. I have contacted the company (2 weeks ago) and have re-contacted them on a couple of occasions and so far they don't know what to do or they are ignoring me. Powder coating should last many years so I predict the company that performed the powder coating did it incorrectly. Shortly after I did the deck I ordered railing for my stairs. It took many weeks to get this order and communication was definitely lacking and after receiving the parts and checking the posts....many of the posts were wrong and then I spent the next 2 months trying to get this resolved. In hindsight, I would never use this company nor recommend them to anyone as their customer support is about as bad as they come. read more

I have to agree with the other negative reviews; my experience with Stair Supplies was a disaster. The sales staff lacks any technical knowledge, and I was passed among the technical staff randomly - none of them seemed to talk with each other or make any attempt to coordinate the order. The poles they sent didn't have the proper gauge holes drilled (they suggested I should re-drill them myself), and the hardware they sent involved using a long rod to assemble the pieces internally to the pole, which is impossible if the poles are anywhere near a wall. They never gave me any refund, even though I returned the hardware and tools. I was very disappointed and certainly wouldn't recommend them. read more

I ordered iron balusters and they are beautiful. They were shipped out immediately and installation instructions were available online. When I called with some inquiries about the product, the person was very friendly and helpful. read more

I ordered $748.48 in wrought iron balusters and shoes in black satin.I did not notice it till all the balusters were cut ,that they sent me flat black not satin black. The installer charged me $ 50.00 to re-paint everything gloss black. read more

I had a great experience with the team at Stair Supplies. They worked closely with me on the design and component list and ensured the parts were specified to match my specific application. Since they are all custom designs I had to work closely with the team there but I appreciated the attention to detail as the final product looks fabulous. They were also very reasonably priced compared to the other cable railing systems I had quoted and the system was pretty easy to install considering the complexity of any cable railing system. read more

Very satisfied with the end result of my inside cable rail project and Stair Supplies customer service. I bumped one star off my rating because two posts were shipped the wrong length but they were very fast to replace. Assembling the cable was straight forward and went quick. The most challenging part of my project was the carpenter part of getting the top board of the knee wall, to which the bases of the posts were attached, plum so that all of the top post brackets would line up with the hand rail. read more

I have just completed the installation of a stainless steel and cable rail system from Stair Supplies in Goshen, IN. I think it is fair to characterize the rail system as the crown jewel of a whole house modernization. It's contemporary look is wonderful. We are very pleased with the end result and product we received. The job, however, was a series of errors and frustrations that I can only characterize as negligent and incompetent actions on the part of Stair Supplies. My saga begins with Stair Supplies providing an anticipated delivery time. When we failed to receive delivery confirmation, Stair Supplies assured us that it had been shipped. A few hours later they told us that it had not been shipped (frustration 1). When the order arrived late, we found that we had only received 6 of the required 13 foot caps required for our job. Stair Supplies told us that we had only ordered 6. A quick check of our invoice confirmed that we had, indeed, ordered all 13 (frustration 2). Stair Supplies sent us the additional 7 foot caps only to find that 6 of 7 did not fit (frustration 3). Stair Supplies admitted to just grabbing whatever was on the shelf without checking the size or angle required for our job. We then received another shipment of foot caps only to find the only 4 of 7 fit properly (frustration 4). Fortunately, our installer was able to make modifications to these "precision" parts. As we began to move forward with our installation, we found that we had not received appropriate dyes for the installation tool (frustration 5). Upon receiving the dyes, we found that the crimping tool did not function properly (frustration 6). Each of these problems required us to await yet another delivery and have our installer out again. As you can imagine, we incurred significant cost over-runs related to having our installer out numerous times and failing to be able to complete the job. Stair Supplies and their CEO, Fernando Sainz, are keenly aware of my concerns and were given the opportunity to take action in order to satisfy their customer. They failed to take appropriate action or provide any type of adequate compensation, yet demonstrated an ongoing lack of concern. They confirmed their interest in making a sale without regard for the customer's experience. My advice, go for the modern look of a stainless steel rail system, we love it. And run away from Stair Supplies as quickly and as far as you can. This has been a nightmare that I don't wish for you to experience. read more

Really bad experience. After taking longer than promised they sent the wrong parts and essential part for the assembly were missing. DO NOT DO BUSINESS WITH THEM read more

Worse than 1 star. This was supposed to be a smooth transaction. I ordered a piece of knee wall molding. Like 43 bucks, plus stain (27) and shipping (27) came to like 96 bucks or so. That should have been my first sign. About 2 days later my wife says she wants to cut the knee wall down altogether, so I try to cancel the order. First, they tell me that the wood has already been cut. No refunds (but the site says up to 48 hours to cancel CUSTOM orders). Custom, c'mon man - its a standard piece of maple (which I learned) you can just buy at home depot and stain yourself for about 20 bucks. And who knows if they actually even cut it. Why would they ever refund your money with a policy so vague so they can just work around it every time. Then they tell me I don't have to have it stained and I can save 27 bucks. Um, thanks I guess. Long story longer, they didn't wind up shipping me the product until 6 weeks later, after a long back and forth with my bank and the CS rep. Oh and they charged my card the second the order was placed, not when it shipped 6 weeks later. I learned a valuable 96 dollar lesson. So now I am stuck with the piece, which actually arrived scarred and marked in certain areas, with uneven stain applied. Really just useless even if I wanted to try and re-purpose. Just stay away from small companies BS internet like this, who have no concern for customer service whatsoever. The CS rep new from the start she was NEVER going to do anything for me. Order from someone with an actual return policy, or just do your research. read more

I would give them a negative rating if this were an option. I ordered stair wooden stair treads, wooden railings, and iron balusters. They were quite slow to deliver - well beyond their estimated date (but no update on when they would deliver), and one of the treads had a crack all the way through it. In addition, the iron balusters and mounting hardware were not included in the delivery. Another wait to have the tread remade and the iron supplies delivered. When the iron supplies were delivered, the quantities were incorrect - too much of one, not enough of another. Another wait while they corrected that. Finally, I ordered 3 additional stair treads. I was sent a canned message saying they were estimated to be shipped on a specific date. 10 days after this date I called to ask if they had been shipped. No - and no one thought to communicate about the delay this time either. They promised to ship them express and I was given a NO LATER THAN date. I arranged a finish carpenter to install them. When the date came and went, I spent 30 minutes with Fed EX trying to find them - they were shipped standard delivery and I missed my window with the carpenter. I am now back in his queue. While their product is quality, their customer service rates an F. I would never buy from them again. Beware. read more