Wood Stair Parts
reviews and complaints

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.

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.