Salter Spiral Stair

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Complaint: ***
I am rejecting this response because until I receive the promised steps, this is just one more unfulfilled promise. In addition, they have not addressed the money they owe my contractor for time spent on their behalf or the cost their delays have caused
Regards,
*** ***

Hi,
Our sales rep is issuing a credit in the amount of for this issue when converting the dollars The customer was made aware of this by the sales person

*** is no longer with our company I am going to have our customer service team reach out to the customer and see what the issues are

Good Afternoon, We have been on contact with this customer on several occasions We first offered him a new handrail at the time he did not want, customer did not order a handrail when placing the order Customer then purchased a handrail from another company and sent us the bill we
offered a customer a refund of the cost of our handrail at and he did not accept We then continued to reach out to the customer with the refund but at the last call he told us not to call him anymore that his bank advised him of this.We are willing to refund the customer our cost of the handrail He needs to reach to customer service to get the refund.Any questions please let me know Thank you.Kelly N***Salter Spiral Stair

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is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: Salter has reached out off-line and we have a tentative agreemenIf they follow through on the agreement then this issue will be resolvedIf not, it won't.
Regards,
*** ***

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are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:Is the Salter Spiral Staircase company giving the B.B.Bthe same runaround that we have been experiencing these past monthsThe response they have replied to you is falseThey have NOT been in touch with us and there has not been any monetary discussions regarding the $we overpaid
Regards,
*** ***

Customer's requests cannot be facilitated as it conflicts with terms of the purchase agreement We are reaching out to the customer directly in attempt to resolve

We are reviewing the complainants claim and will advise shortly

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If no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***We are rejecting this response because our desired outcomes have not been met.
We would like a replacement open grate platform that fits our existing stair kit and post as absolutely soon as possible and at no cost to us for production or shipping, as verbally agreedWe would like it to be overnight delivered if possible.
We would like a full refund for the cost of our stair kit and replacement platform and all shipping incurred since our June 4, order with their company.
Salter Spiral Stairs' most recent response to our complaint only serves to highlight that it is their employees that are not talking to one another, not usThe email exchange they attached is incomplete and misleadingThe facts are as follows:
*** sent photos to Sal I*** on 10/and 10/via email to inform him that the replacement platform was the wrong size once againShe sent these emails to Sal I*** as he was the individual with whom she had spoken in September to reorder this replacement that had just been deliveredSimultaneously, *** left phone calls with the desk at Salter Spiral Stairs, and it was Dave L*** who returned her calls.
Dave L*** and *** talked several times over 10/and 10/regarding the specs for a third replacement platform*** also facilitated a conversation between Dave and the contractor directly to reconfirm dimensionsWe also offered to triple check and approve the manufacturing specs before production if that would be helpfulSalter did not take us up on this offer.
On 10/and 10/*** received emails from Sal which were puzzlingHe asked if the spacer had been received (we had yet to receive even a date for when it was going into production or delivery target), he asked about the photos (which were what Dave L*** had called me in response to and we had talked at length about)It became clear from the emails that Sal sent that there were communication failures within Salter regarding what contact the company had had with us and what the current status of our order was.
As for our communications as a married couple regarding this situation, *** was the initial name on the account with Salter on behalf of our household, and we made this complaint in his name for clarity and continuity between that order and this complaintHowever, ***’s work and travel across time zones make him more difficult to reach, so this fall, after Salter's failure to deliver a correctly sized kit delayed the project considerably, we decided that it would be best if *** became more involved, so that we (the clients) were available for communications between our contractors and Salter Spiral Stairs without delay on our end*** has been in communication with Jon and visa versa at every step of our interaction with SalterNo phone call to Salter is made without both of us understanding the call that is about to be made, and we follow up with each other after each communicationThe email account that we use to communicate with Salter is a joint accout to which we both have accessSimilarly, this complaint is being made by both of us, and we are both involved in every step of this process. That Salter is insinuating that we are the ones with the communication problem is laughableRegards,
*** *** and *** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in
reference to complaint ID ***, that they are reviewing my complaintI will not be satisfied with anything less than them completing my full refund as promisedThey owe me $I hope you have also given them a time limit to settle this, as you gave me one
Regards,
*** ***

We have reached out to this customer and have been in contact and we are since remaking pieces for her as good will If customer has any issues please call into customer service

We are having our customer service team respond to this complaint and will provide futher information once contact has been made with the customer

Good Morning,
We have a rework in the system for this customer and it is currently in production and on schedule to be delivery to the customer within the next two weeks The carrier damaged the shipment on the initial delivery and we had polices and procedures with
the carrier we must comply with before we start the rework of the order There were delays due to our recent customer service manager who is no longer with us not following up on production, this has since been resolvedWe are in communication with *** and we have commited to a date with our customer

We have issued a refund of $to the customerWe called and spoke with *** and he was satisfied

We’re sorry to hear that you are disappointed in your buying experiencePlease accept our sincerest apologies for any misunderstandings or inconveniences related to your purchase or our return policy. We would appreciate an opportunity to gain more insight into your expectationsA Customer
Support Manager will be reaching out to you directly to help bring resolution to this outstanding issue.We sincerely value your business and look forward to reestablishing confidence in your buying decision.*** ***
*** *** ***

This issue has not been occuring for months The accounting and sales rep are working on correcting this issue for the customer

Good Afternoon,
We have been on contact with this customer on several occasions We first offered him a new handrail at the time he did not want, customer did not order a handrail when placing the order Customer then purchased a handrail from another company and
sent us the bill we offered a customer a refund of the cost of our handrail at and he did not accept We then continued to reach out to the customer with the refund but at the last call he told us not to call him anymore that his bank advised him of thisWe are willing to refund the customer our cost of the handrail He needs to reach to customer service to get the refundAny questions please let me know Thank youKelly N***
Salter Spiral Stair

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Please be advised that the offer from Salter Stair offered incorrect history of the order and the sequence of events.
I have documentation that proves that I ordered an aluminum handrail in the purchase priceThey stated that "the customer did not order a handrail when placing the order." I can provide proof that I did order an aluminum handrailThe order they shipped did not contain a handrailI have already provided the call history dates and persons I spoke withThey did offer that I could purchase a new handrail from them plus shipping to Arizona in December of Only after I contacted and disputed the charge with my credit card company and called Salter stair to tell them I wanted to return the order did they make me any offer to help meThe only offers made after that required a contractual release that I could not agree to and when I contacted my credit card bank to discuss the offers they told me not to talk to Salter Stair to let them deal with itThis company has failed to provide adequate customer service and seems confused at bestI just want to move on and have this settled I am willing to settle for the full purchase price of the handrail I had to find on my ownIt took me a couple of weeks to find a replacement handrail that had to be shipped from the east coastI will drop the disputed charge with my credit card bank if they settle with me and considered my case closed if they pay $Other consumers need to make an informed choice when they work with this company that is why I chose to contact Revdex.com.
Thank you for this service!
Regards,
*** ***

The ordering process was fine, delivery timely. My stairs were powder coated steel, painted before installation. Less than 6 months later there is rust coming through from under the powder coat. This shows a poor quality finish, probably not properly prepped before coating. The disappointment grows as they have not tried to contact me about the problem. I would expect at least a rude refusal, but nothing is more insulting. Stay away, chose any of the several other choice in spirals.

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Revdex.com of Metro Washington DC
---------- Forwarded message ----------
From: [redacted]
Date: Tue, Jul 22, at 6:PM
Subject: complaint #[redacted]
To: [email protected]
The issue I wrote about has been resolvedThe stairs were delivered on 7/21/and installed on 7/22/After many calls and several written complaints, I was contacted by an executive of the company who offered me a refund of 1/of the delivery costs as compensation for my troubleThat has been credited to my credit cardAlthough I still think the customer service is terrible (I did not get a promised return call again, today when I questioned the completeness of the shipment) and I still believe the product and service are NOT as represented on their website, I am satisfied with the refund and have decided to rescind my complaintThank you for your response and for contacting the manufacturer
[redacted]
[redacted]