Hey Michael,
I’m sorry that you were dissatisfied with being unable to return this White Oak fitting for the 6210 handrail. When you placed this order for just the fitting (without any other handrail or previous order from us), I went ahead and placed the order on hold so one of our customer representatives could reach out to you and confirm that you did, in fact, need this fitting for the 6210 handrail in White Oak because this particular item is only made-to-order and typically has a 3 week production timeframe. We received confirmation from you by March 12 that the order was correct and that we could proceed with producing this item for you. We heard back from you by March 28 (just before the ship date of April 1) that you were mistaken and needed it for the 6510 profile (which is the $42.88 item you are referring to on Home Depot’s website, as I couldn’t find the 6210 version in White Oak there). At this point the item was just being finished and ready to ship, so we were unable to cancel the order. I understand your frustration, but we sincerely did try to avoid having this issue by proactively reaching out to you before production.
Best regards,
Tom B.
Stair Parts USA
