BBB Accredited Business since
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Buyrailings.com offers the online retail sale of railings, metal components, and accessories.
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A BBB Accredited Business since
BBB has determined that BuyRailings.com meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
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BBB rating is based on 13 factors. Get the details about the factors considered.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||3|
|Total Closed Complaints||3|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Type of Entity
Business ManagementMr. Gavriel Lavi, President Mr. Ihab Barrawi, Vice President Ms. Linda Gurreri, Accounting/Credit Manager
Railings Tube Fittings Architects Supplies Closet Systems & Accessories Drapery & Curtain Fixtures Hardware - Retail Internet Shopping Aluminum Products Hardware - Builders Metals - Base Poles Rails & Accessories Rods - Threaded Tubing - Metal Bar - Fixtures Flanges Glass Rods & Tubing Pipe Pipe Fittings Ornamental and Architectural Metal Work Manufacturing (NAICS: 332323)
Alternate Business NamesLido Designs Inc.
71 Commerce Dr
Brookfield, CT 06804 (877) 810-4116 (877) 259-5436 (203) 941-5110 Directions
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Additional Phone Numbers
- (877) 259-5436(Phone)
- (203) 941-5110(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
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Complaint: I spoke with ***** ********* who was no help at all. Spoke with her manager, who I couldn't understand what he said his name was. They are very unprofessional and the business is very shady. We order cables on 08/27/14, the due date on the order form said 08/28/14. We did not receive the package until 09/09/14. We had to purchase the items from another company to get the job done. Now Buyrailings.com is wanting to charge us a 20% restocking fee for something that we did not use or even take out of the box. It is robbery in my option. They did not carry out their end of the deal.
Desired Settlement: I would like a refund of the full price we paid of 804.60 without the a 20% restocking fee
Customer placed an order online on Wed, Aug 27, 2014 at 8:24 PM EST
Problems with Product/Service
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Complaint: I placed a $705 order with BuyRailings including 15 cable rail assemblies on 21 July 2014. On 29 July I received the order in one small box and opened the package on the evening of 30 July for installation. I could not locate the ************* SS fittings, a small but important component of each cable rail assembly. I searched the small box, the two pieces of crumped up paper used as packaging material, and the entire area in which the package was opened because I really wanted to complete my project. The box only contained a bundle of the wire portion of the cable assemblies and two small ****** bags filled with the remainder of the installation components.On the morning of July 31 I contacted BuyRailings and discussed the missing components with employee **** *** said that they have never had a case where all the ************* fittings were missing. He could believe 1 was missing, but not all of them. *** checked shipping and inventory and told me that I must have received the fittings and I must have lost them. I did not believe this was the case, but was willing to check again. I drove home and examined the entire area and could not locate a 3x5 ****** bag with the missing fittings. *** and I spoke again by phone and I asked if new fittings could be sent. He replied that their company does not sell them individually, only as part of cable assemblies. He had checked with feeney, the manufacturer of the components, and told me that one of my local stores, **** ******, also sells their products and perhaps they could help me. He also told me that if I returned the order I would be subject to a 20% restocking fee of approximately $140. Needing to complete my project, I drove to **** ****** and purchased everything I needed from stock. They did not sell individual ************* fittings either, so I had to purchase complete cable assemblies to complete my project. I was able to inspect all the components prior to purchase to make sure the order was complete. They have a generous return policy with no restocking fee. The price was lower. Items were instantly available from stock with no shipping fee. Additionally, the feeney assemblies I received from **** ****** were different than the feeney assemblies from BuyRailings. The BuyRailings assemblies were bare coils of wires with frayed ends in a box with two ****** bags of parts they appeared to have pulled from bulk stock. In contrast, the assemblies from **** ****** came in a labeled sealed bag containing the cable and another internal sealed bag with the 4 necessary installation components: two washers, a ************ fitting, and a nut. The generous use of heat sealed bags makes it impossible for the fittings to become lost from the cable assemblies. When installing the assemblies I also discovered that the cut end of each cable was somehow welded or melted together, making it much easier to insert through wood posts than the frayed ends provided by BuyRailings. At this point I had an unneeded set of cable rail assemblies from BuyRailings that had arrived missing some small yet crucial pieces for installation. I phoned BuyRailings again to ask for assistance with an RMA number and discussed with employee *******. I explained that I was a repeat cus***er who had spent $1500 in the past year, that I was missing a few components worth maybe $50, and that I was astounded that BuyRailings wasnt working to resolve the problem. ******* was sympathetic and tried to resolve the problem. She called me back and explained that she had arranged with shipping to send me 15 ************s from their bulk stock, but needed to check with her manager first. I think his name may have been ***. This was an acceptable solution to me because I had not opened any of the **** ****** components and could easily have returned them. ******* called me back and explained that her manager would not send me the ************s missing from my order. She provided me with an RMA number to return my defective order and said that it would be subject to a 20% restocking fee. Today, August 1, I returned the entire order to BuyRailings. The package contained all of the cable rail assemblies and additional hardware items in new condition. Obviously the ************s I never received from BuyRailings were not included. The components were shipped back in the original box with all of the original packing using ***** ******, the original shipping method. I am vehemently opposed to paying a $140 restocking fee to return a defective order to a company that refused to correct problems with the order. I also believe that any company that provides such poor cus***er service to a repeat cus***er should not be accredited by the Better Business Bureau. BuyRailings could easily have fixed the problems with my order or allowed return of the products in new condition without a restocking fee.
Desired Settlement: A complete refund and letter of apology would be barely acceptable.I intend to cancel the entire payment of $732.21 ($705.35+$26.86 shipping) using the **** dispute resolution if a reasonable resolution cannot be agreed upon. The $564.28 dictated on the RMA is unacceptable for return of a product that was not complete or useful when received.
Reply to Complaint # ********
We will issue a full refund to the customer. We informed the cus***er of this via email on 8/6/2014. Our reasons for not initially refunding a full refund are outlined below.
The customer placed an order for cable rail assembly and fittings on 7/21/14 and we shipped the items in one package to the customer on 7/22/14. The cus***er reported to us that he did not receive the ************* Fittings, which are essential to the railing assembly. Feeney, the manufacturer of these fittings does not allow us, BuyRailings, to sell the ************ separately from the cable. Feeney does not sell them to us individually either. This is because customers sometimes buy cheaper cable from a different source and then use the quality ****** fitting to complete the project. When the customer contacted us to say he did not receive the fittings, we checked our stock and verified that the count reflected we had sent them. Also, we have a quality control system in place that enforced a review of items picked before they are shipped.
Despite us verifying that our inventory reflected that we shipped the ************s with the cable, we contacted Feeney and asked if we could ship just the ************s alone to the cus***er. We were told this was not authorized. So, we found a retail store near the cus***er that is an authorized dealer and suggested he contact them.
The customer suggested that our packaging was inferior to the retail store he visited. Since we are a warehousing distributor and not a retail store, we do not package for retail. It is no way means that our products are inferior.
It is always our policy to give the customers the best service we can, including giving them the benefit of the doubt. In this case, even though our records did show we shipped the product, we do not believe the customer is trying to financially gain by using an inferior cable with the ************, as other customers have done in the past. Therefore, we will waive the restocking fee and issue a full refund once we receive the returned items.
8/8/14 Update by BuyRailings: We received the returned items from the customer today (missing the 15 ************ pieces) and have issued the full refund. We also witnessed that the box had been opened in more than one place and resealed with clear tape, which is not our tape. The box appeared to have been broken during shipment and resealed by ***. We contacted the customer today and confirmed with him that in fact the box had been resealed before he received it. We therefore conclude that *** broke the box during shipment, the ************s fell out, and *** resealed and delivered the box. The customer was in agreement. We wish the customer had informed us of the box being broken and resealed from the beginning.
This explains why our system and our warehouse manager both indicate we sent the ************s but they were not received. We have taken steps to insure that fittings are secured within the package and cannot fall out if the shipper damages the box.
Business Response: We provided the customer with a 100% refund. We stand by the reasons for our actions which we outlined in our original response to this complaint. Our pride in providing excellent customer service is evidenced by the countless satisfied customers we do business with on a daily basis.
Problems with Product/Service
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Complaint: I placed an order for an order for three polished chrome closet rods online. The order was fulfilled a short time later. The package was left at a side door to my building, which is actually not my address. When I became aware that a box was sitting there, I immediately took it in and inspected it. Unfortunately, it appears the package was badly damaged in transit. The box was broken on its end, and two of the rods presumably went missing. The third rod remained, but the polished chrome finish was damaged. I contacted Lido Designs, and informed them about the problem. I was asked to take photos of the damage, and I forwarded them to the company. The lady I spoke with appeared to be confused and unsure how to proceed. I asked for a refund or replacement at that time. A number of weeks went by, and no communication was received from Lido. I re-contacted the company, and again informed them about the damage. I was promised a refund when the matter was investigated. A few weeks later I left to attend school for a semester abroad. When I returned, I noted the order had not yet been refunded. I contacted Lido, and was berated for waiting so long to file a complaint. I noted the fact that I had earlier contacted Lido, but they told me they had no record of any correspondence. Again I worked with Lido and requested a refund. A number of months went by, and again no refund was made. I again contacted Lido, and again went through the report process. This has gone on a number of times, and most recently I spoke with Supervisor ***. He indicated to me today that the company will not honor any refund, despite the fact that I never received 2/3 of my goods, or 100% of the goods in perfect condition. *** hung up the phone on me today, has failed to forward me to the company owner, and at this point appears to refuse to help me.
Desired Settlement: I would like a full refund of the purchase price of $78.79. I will not stop until I am fully compensated for my purchase price, and I will take this matter to any level needed in order to see this refund through to completion. I feel this company has pushed me aside, given me terrible customer service, and has failed to uphold its end of the shipping and purchase contract. I am disgusted by my experiences with this company, and will share these views with anyone who is interested.
Mr. ****** placed his order (SO#*******) on 1/9/2013. He ordered 3 8FT polished chrome closet rods. The products were shipped by us on 1/10/13 via the shipping method selected by the customer, which was USPS Priority Mail. The shipping label reflected the shipping address Mr. ****** provided to us. Mr. ****** should have received the package by 1/15/13 at the latest (order tracking confirmation is no longer available as so much time has passed since delivery).
Customer Reviews Summary