Nice product from Holmes Stair out of Ohio. Shameful customer service from Stair Parts USA
I was told the balusters I wanted to return within 30 days to Stair Parts USA were "customized" for me. My husband reached out to Holmes where the product actually came from (their label was on the box of balusters, drop shipped) and was told they are a stock item in finished white. How sad to have to lie seven days a week and twice on Sunday and think they are a great company with special customer service. I would not recommend this company!
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.
Stair Parts USA
Balusters match perfect for replacements
With carpentry skills they install easily
very good quality
Fit perfectly! Very good quality and craftsmanship.
Worked grated just what I
Worked grated just what I needed
The product looks great & works great. If needed I will order through our company again.
I wish the product was available in 31in, that is the height I needed. I ordered 36 in & cut it myself.
Shipping price was extremely high for what I ordered.
It was very difficult to tell the difference between the two white colors on your website so I ordered both to make sure I got the correct color.