WoodStairs

Hello Anna,
First and foremost our customers are extremely important to us and we do our best to help resolve any issues. In your case, we tried on numerous occasions to help you. There was nothing wrong with the stair parts that were custom made for your job and shipped to you. The problem is with the installation. We provide stair parts nationwide to be installed on site by professionals, or homeowners if they have the knowledge and skill to do so.
I'm sorry that your project didn't work out for you. I've tried to reach you multiple times on your cell phone and your home phone, but to no avail. Here is exactly what happened; after we shipped your order, you called me asking how to put your fittings together. I explained the hardware is in the boxes and I can send you the diagram on how to attach them. You said it was too complicated to figure out and asked us 3 times to connect them for you. I declined and told you to hire a professional installer, stating that your fittings need to be cut and custom fit to your stair case by your installer. We are in a different state and whoever is on your job-site needs to calculate the pitch of your staircase and cut the parts accordingly. You said they are already perfect and they didn't need to be cut, just connected. You sent me the first photo (Attached) showing how you wanted them connected. I told you very clearly that I would only connect them for you if you already approve of how they are going to be connected, and were not expecting us to custom cut the stair parts. If they needed to be cut then your installer/husband would have to cut them prior to shipping them back to us for fitting. We also discussed the fact that if you have us connect them together and they are wrong for your home that there was no warranty and I couldn't remake them for free. I only agreed to do the work because you agreed you were responsible for making sure the parts were measured and cut correctly, and exactly what you wanted, before shipping them back. We do not typically assist with pre-installing parts, but were just trying to help you out. After you shipped the parts back to me, I still didn't feel comfortable without putting my concerns in writing. I sent you a text with my disclaimer to make sure that I was clear on our phone call (See 2nd Attachment). I still don't understand how I could have been more clear, the parts were in your possession, and needed to be cut/fit for your project prior to sending the parts for us to join together. And, if you chose to have us assemble them and it did not fit once you got them on site then I wouldn't be able to take the products back. If you were not comfortable with having them custom cut/fit and then shipping them to us to please not send them back, as I didn't want it to be wrong. We connected them exactly like your photo and how you asked, and now you're upset.
Your husband called me on 1/13 and he needed additional help with his installation. I didn't know it was him at first because he gave me a fake name but I spent almost an hour walking through the install on your home. I told him I knew who it was and I was happy to help. I asked him if he was upset with us and he said no, the products were to be installed 5' apart and no one would ever notice, and I told him to call me anytime if he needed more assistance. Call me back if you would like to work this situation out. Thank You.

Thanks Lee! Glad we could help you on your stair project!

Thanks for your kind words Drayson! We are happy that your project went well!