Utah 1-1/4" 5311-125 Elegant Rise Pin Top Baluster (Plain or Fluted)

Hey Pamela,

I'm sorry for the late reply and for the issues with your return requests. While we do have a notice on the Returns page regarding non-stock wood items and painted items being unable to be returned, I do apologize if you were unaware of this. We do work with various shops to produce and sell balusters, including the one you contacted. We had actually received a return request denial on your painted balusters from the shop, which is why we sent you the response on the painted balusters (but did approve the return of the stock, Poplar newels). After receiving your review here regarding your phone call with the shop, we discussed this with the shop and it seems they mistakenly gave you the wrong information regarding returns of painted balusters, as they were the ones to issue the return request denial to us on your specific order.

I'm sorry for their confusion and I completely understand why you would be frustrated to hear two different answers like this. What I've done here is to go ahead and issue the refund total that you would have received if you had shipped the stock, Poplar newels back to the shop. After combining the savings from not having to pay return shipping, along with this refund, I hope it helps make up for some of the frustration from your return process.

Best regards,
Tom
Stair Parts USA