I ordered 2 sets of stairs with handrails and the
handrails shipped were incomplete
On X-XX-XXXX I ordered and paid in full for 2 sets of metal stairs with handrails.($2701.52) I finally received them on 9-18-2014. The stairs were fine,but the handrails were not. I ordered
"Light Iron dove Handrail" from their web page which describes them as having 4 inch deep pot belly pickets and grape decorative band. The cost this handrail was $90 a foot. My handrail was about 3-1/2 foot which came to $337 for each handrail which I had no problem with.The problem is that what they shipped to me had no pickets, just the decorative band.I have sent them 3 emails over the last 3 months which have all gone unanswered. I did finally talk to the owners daughter Priscila who is the shop manager I believe. That was 4 months ago and she said they were very busy and that it would be "very expensive" to fabricate the pickets. It is almost like if they just keep ignoring me I will go away.Well I'm still here.They haven't even offered any kind of cash rebate to make up for the mistake,which isn't what I want anyways.They also charged me $387.52 for shipping, which I was fine with. But 2 weeks after shipment Fed Ex sent me a bill for $48 because they said the driver had to use his liftgate and Deci-iron didn't pay for that.( Istill haven't paid Fed Ex.)
I would like for them to make the pickets in amanner that I can bolt them to the posts. I've faxed them pictures of how it can be done. I don't want any money back,just the pickets.I have copies of the contract and pictures of the handrail that I can fax to you if needed. Thank you.
Mr.******* ordered a hand rail from our company and as normal we drafted the order as it was custom work. All our work is done at our shop by a certified welder. In all custom orders the customer has to approve the shop drawings prior to fabrication. After Mr. ******* approved the drawings the manufacturing started. After that we, we sent him two pictures prior to shipping/crating to make sure it was ok (find attached a snip of the emails) we always do this, not only to show the product but to ease our customers nerves after ordering. We also talked to him letting him know we sent pictures and it was sending soon unless he saw something he didn't like. Shipment was sent, then later he said that the order was not correct. I tried to help him, trying to talk to my managers to get him some pickets. However, since these are very expensive for us, I asked if he would pay a little bit, and he was not willing. Due to all the information he was sent and because we followed all the steps I could not get any sort of free material sent to him. I also think my communication fells short because I was out of the country a lot on family emergencies, and now I've been in the hospital due to my chronic asthma. However, I feel so sorry Mr.******* had to go this route. If he would like we could offer him a 50% discount on the pickets and shipment and we could start. However, I believe we gave him the exact product he ordered. This product, as you can see in the picture is strong thick hand made wrought iron, if you check the price of steel in the US, it is a very competitive price. Please call me, I am available now, I do have leave Thursday for the doctor, other than that I can be reached. Thank you!
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not sure if you have another web site that shows the Light Iron dove Handrail but the one that I ordered from has a very detailed description that says it has 4" deep potbelly pickets.Both my purchase order contract and your shop drawing submittal to me have the words Light Iron dove railing on them.I've already paid $337 for each one so I don't feel that I should pay twice for the same thing.In your first reply to the BBB you said I was offered some help if I would pay a little bit.That is a total lie on your part because no one from your company has done anything but ignore me. I had assumed that I was dealing with honest people but I guess that was my mistake. I did see the 2 pictures you submitted. In the first one (July 28) it shows the handrail without pickets and some sort of bracket with cirli-cues. I was confused but assumed you knew what you were doing. The other picture showed the same handrail and various other pieces. Had the stairs and handrail been assembled and you said that was the final product then I would have realized the pickets were not going to be included. Its funny because there is another picture you sent me and it shows a set of pickets sitting on the floor in the backround. Was there a reason you didn't send it also? Well I can see where all this is headed. A decent business would admit their mistake and bite the bullet and make things right for the customer. Unfortunately in your mind the customer is always wrong. So all I can do is advise any future customers of yours to be very cautious and if they pay 100% up front be aware that you will be totally at their mercy with little or no recourse if something goes wrong.
Final Business Response
I've attached it again, and I will email it to you. To be able to give you a timeline and to offer you a resolution I need that last piece of information just to triple check that we will send you the correct. At this point, that is what I plan to do.
For future references however, when you order an angled railing the price goes up as well. On our website the price reflected is for a straight section not an angled one. I see however how anyone would be confused, because when I click on it it shows a picture of an angled rail. We have to look into changing that soon. The other rail designs show straight section drawings, but not these. At the end of the day Deciron will do what needs to be done for a resolution. I feel like you won't be completely satisfied anyways but we will keep trying. I am writing on here so there is no discrepancies and we document everything said on this website of your choosing.
Please be on the look out for my email, I just sent it. Once we have that I can write on here what we plan to do and the timeline.
Final Consumer Response
I think we have reached an agreement on the issues and facts and ********* is doing what needs to be done to bring this to a satisfactory conclusion. Thank you *******