ComplaintsforDean Stair Treads, LLC
Current Alerts For This Business
BBB files indicate that this business has a pattern of complaints alleging non-delivery of purchased items and poor customer service and communication. Consumers allege that after paying for items online or over the telephone, the items are not being delivered. Some consumers who attempt to discuss purchases or receive updates are unsuccessful or given incorrect information.
On June 8, 2023, BBB submitted a written request to the company, identifying the potential complaint patterns and requesting that the business respond with information on steps the company would take to help eliminate the underlying cause of complaints. The business has yet to respond to BBB. The business has used the address 3056 N. Dug Gap Rd SW, Dalton, GA 30720, on its website. BBB has confirmed that this address no longer exists. A recent complainant included information from the company that showed an address at 1323 W. Walnut Ave. Ste. 2-283, Dalton, GA 30720. BBB noted that a UPS Store is located at 1323 W. Walnut Ave., Ste. 2, Dalton, GA 30720, renting out private mailboxes.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/15/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I purchased custom-made stair treads from Deans Stair Treads on January 30, 2024. I planned to make the purchase with a lump sum payment of $319, but Deans Stair Treads required consumers finance the purchase through a company called ******. ****** is a financial institution owned by ****** which provides a variety of financial services including a Buy Now, Pay Later (BNPL) interest-free financing plan. I made three payments in installments of $106.33 on February 29, March 29, and April 29 this year. I contacted Deans Stair Treads three times during this period— February 26, March 24, April 25—to inquire about delivery dates for the product. I received email responses after the first two inquiries reassuring me the delivery had been delayed due to a “high volume” of orders. I received no email response after my third inquiry, presumably because I had already made the third of three installment payments. I decided to check online reviews at this point and, much to my chagrin, found a countless number of complaints from consumers who had similar experiences. I have never been a victim of consumer scam in my life, and feel like an absolute idiot for the blind trust I placed in this company. I would appreciate your guidance on what next steps I should take to secure a full refund of my purchase, and what leverage you have as the Better Business Bureau to meet out justice to this corrupt, immoral, disgusting, dishonest, and manipulative company.Initial Complaint
05/09/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On 2/18/24, I placed an order for a set of stair treads from this company. My order # is ***** in the amount of $379.99. I used Affirm to spread payments over a 90-day period and have confirmed that Affirm paid the vendor when the purchase was made. When I didn't receive the order after 10 days, I called the business. Their voicemail message directed me to send an email if my call were related to a current order. I did and received a response from the business the next day with an apology and confirmation that my order would be shipping soon. We've since had several email exchanges - I can provide screenshots of the communication. With each message the business states that they are behind schedule but that my order will be shipping. The last time I was told "approximately one more week." The business is no longer responding to my emails for a cancellation and refund and their website has been down for about 10 days.Initial Complaint
05/09/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Never received the product. Emailed the company, their response stated it was custom made, please be patient. No updates and it has now been 2 months. Called the phone number, VM stated hours of operation but voicemailbox is full. Emailed, no response. I am already paying on the product through Affirm and I do not have the product.Initial Complaint
05/06/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
on march 6, 2023 I ordered 13 stair treads from Dean stair treads. I emailed them in April and again in July to ask when they would be delivered. They replied that material was backordered, and asked if I wanted something else. I forgot about the order for awhile. When I emailed them in February and April this year I got no response. When I try to call I'm not able to leave a message. I just want a refund.Initial Complaint
04/22/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On September 2, 2022, I placed an order from the Dean Stair Threads website for the Dean Tape Free Pet Friendly Non-Slip Ultra Premium Stair Gripper Carpet Stair Treads - Ivory Blue Scrollwork (15 count) Order # *****. Which I paid through my Visa card amount of $389.99. As they were made to order I knew it would take at least 4-8 weeks for me to get the shipment. However, when I reached out through an email in November 2022 they responded that they were dealing with Covid-related supply chain issues and mentioned it would be delivered soon. Fast forward to February 2023 when I reached out again, they mentioned the material was on backorder and asked if I liked any other product and they would check their warehouse and if they had it then they could replace my order. They agreed on March 1, 2023, in the email to replace my order with Dean Non-Slip Tape Free Pet-Friendly Dog Helper Stair Gripper Hatteras Flatweave Carpet Stair Treads - Chevron Seashell/Black 29" W (15) which they confirmed they have stock for. But after that, I never heard back from them even after the promise of the replacement of my order. Month after month, I kept reaching out through emails they would not respond at all. I then started calling their customer service number and with great difficulty I was connected once to their representative. When I asked for the refund to be processed, the agent mentioned that the request was sent to the manager for approval and that after the manager approved within 14 days I should get my refund. But never got the refund nor ever got an email response nor did anyone pick up the call. It's been 21 months since I placed this order. I would like refund of my money.Initial Complaint
04/17/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Non-delivery of my order. I ordered 2 sets of stair treads from Dean Stair Treads on 2/5/24 on the website. I paid a total of $258.98 and received an order confirmation. I have attempted to reach the company by phone numerous times as I have not received delivery but the recorded message says "the mailbox is full" and directs me to a customer service email. I emailed the customer service email on March 25th and received an email stating that production was behind and that I would receive my order in 2-3 weeks. No notification and no receipt of order since that date. Called today, same "full mailbox" message referring me to email. I emailed once again asking about delivery. I now will email asking for a refund as I do not believe they intend to deliver anything.Initial Complaint
04/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Our original order and payment was $381 on 11.22.22. We know this is over a year ago, but we were contacted by Dean as recently as 8.11.23 in response to our request for an update on our order. We were told our stair tread pattern was on back order and offered a replacement pattern. We declined because we want the pattern to match a set we already bought from Dean in 2022. We were told they expected delivery at their location in 4 weeks. On 1.31.24 we emailed Dean again asking for an update about our order but have received no response from Dean and have not received our order.Initial Complaint
04/10/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Please see attached copies of emails following up with this terrible company. They continued to tell me my order was delayed and now no response at all. I'm not even sure this is a real business. Thank you,Initial Complaint
04/05/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On January 8, 2024 I paid $269.99 via PayPal against invoice #**** for a set of 15 stair treads described as follows: 1.0 X Non-Slip Tape Free Pet Friendly DIY Carpet Stair Treads/Rugs 27" x 9" (15) - Color: Stingray Gray On February 5, 2024, in response to my email inquiry that day, I received an email apologizing for the delay in shipping along with a promise that delivery would take place soon. On February 28, 2024 I sent an email inquiring about the status of my order, but received no reply. On March 25, 2024 I sent an email inquiring about the status of my order, but received no reply. Apparently, this company is completely dysfunctional.Initial Complaint
04/02/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On May 6, 2023, I ordered a set of stair treads from Dean, paying 211.99 using PayPal. Order # *****. I had ordered these years before and had been pleased with the service and product. I have yet to receive my order. I have tried to contact them numerous times, by telephone and email and have never been able to speak with anyone. According to my online account, the order is “in process.” I contacted PayPal for a refund, but was unfortunately beyond their 6 month limit. I would still prefer to receive the product. If this is not possible, I want a refund.Customer response
04/22/2024
Thank you for your message. I have not heard from the business and remain very dissatisfied with their lack of response. Thank you for your assistance in this matter.
******** **********
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
104 total complaints in the last 3 years.
85 complaints closed in the last 12 months.