ComplaintsforThe Iron Shop

• Initial Complaint

  08/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for a custom spiral staircase from The Iron Shop on 7/20/2022 with ***** with the understanding that it would be ready to pick up on 8/1/2022. When I called on 7/27/22 to check on the status of the order, I was told it would be ready to ship out on 8/10/22. Once I reached the appropriate party, the situation was rectified and I was able to pick up on 8/1/22 as planned. Today, 8/13/22, I proceeded with installing the spiral staircase. The product is awesome! I do have a couple of concerns I need to address with you. Both of these features ( riser bars and 42" gates and railings, were selected due to safety for my young family. All of the stair treads were supposed to have a predrilled hole to accept the through bolt (R2) for the riser bars. However, none of them do. More importantly, in an email to ***** on 7/14/22, I had stated we wanted the guard rails and gate 42" tall. All gates and rails are 36" tall. Another request I included in that email made it to the quote sheet. The gate and guard rail heights don't seem to be offered on that sheet. In looking at my paperwork this evening to confirm I had the details in order, I just noticed the sales order sheet does include the 36" height line - I received this after making the payment.

  Business response

  09/12/2022

  Complaint ID: ********
  Sales Order:****** from The Iron Shop (TIS)
  Order Date: 07/20/22                                                                                                   
  Pick Up Date: 08/01/22
  Response Date: 09/12/222
  
  On July 20, 2022, the customer ordered and purchased a Do It Yourself (DIY) spiral stair kit, a 3-6diameter, 11-riser, diamond plate steel tread and landing design.  The customer added some options to the basic standard kit components, such as continuous sleeve (the tread collars are cut to the customers supplied height), an in-between spindle to reduce the gap between the vertical spindles and riser bars (to reduce the vertical space between the treads), and a gate at the top of the stair.  The customer willingly paid an additional fee to purchase these options as upgrades. Typical lead times for this stair kit is 4 weeks, but the customer requested expedited production and shipping to meet a desired 12-week lead time.  TIS agreed to have the stair ready per their request. The customer received a copy of the Sales Order on July 21,2022, which detailed all components of the order, including confirmation of sizing and heights, and responded to proceed with production of the stair (attachment 1).
  On August 13, 2022, TIS received an email from the customer stating that he received the stair kit. The customer said they wanted to receive 42 high rails and gate with their stair, not the 36 high rails that come with the 3-6 diameter stair.  (This is stated on our website and on the sales order generated by TIS for the customer.)  A change to 42 rails would have been considered an upgrade option to the stair kit and the customer would have been charged for these railings due to their height change from the 36 standard.  Depending on specific design requirements, the additional charge may have been $180.00 to $240.00. The customer also relayed that he was expecting to have holes pre-drilled in his treads to accept the optional riser bar.  Additionally, pre-drilled holes are not a standard feature for added accessories, this is also stated in our installation manual and videos. TIS provided a pre-drilled hole to accept the in between spindle ordered, as a courtesy to the customer.
   In the event we make an error, and the customer does not receive what they paid for; TIS will send the missed item at no charge to the customer. In this case, the customer did not pay for an option to upgrade to 42height rails and gate (FYI, this is an unusual request for that diameter stair).  36 high rails and gate are safe and comply with International Residential Code (IRC) railing height requirements.  42” high rails require custom shop drawings and additional time in fabrication, resulting in additional cost to upgrade from the standard rail height. Upon receiving the customers email, we offered to provide the optional 42 high rails and gate at an additional cost, since they had not been charged for the option nor did they pay for on the original sales order.  The customer received a copy of the sales order (attachment 2) on July 21, 2022, which specified 36 high railings and gate.  The customer opened, reviewed, and confirmed the sales order confirmation email the same day as it was received.  In addition, when the customer picked up the stair kit, he was presented with a copy of the sales order showing the rail height at 36 and signed that the kit was received as ordered (attachment 3).
  The end result is that the customer has a fully functional stair that was fulfilled based on what he approved and actually paid for.  The customer demanded that we provide the optional cost add components at no additional cost (again note the customer was not charged and did not pay for the 42 high railings). At that point the customer filed complaints with State of Pennsylvania and the credit card company, which proceeded to reverse the expense on the account and ultimately giving the customer the fully functioning stair free of charge.  TIS fulfilled our obligation on the stair purchased and made an offer to remedy the customers concern by providing the optional components at an additional cost. Our offer remains to supply the optional upgrade 42 tall rails and gate at an additional charge should the customer decide to reverse the charge back and accept the quoted price for the optional upgrade rails and gate items.  And by chance you do not agree with TIS, the customer should be instructed to return the product. 
  
  Thank you,
  Allen C****
  The Iron Shop
  ************

  Customer response

  09/19/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  September 20, 2022

  To Whom It May Concern:
  
  As I have stated within the numerous communications attached, elements of the custom order received don't match requested specs - leaving this order incomplete.
  
  I "built" the stairs using the shop's official website but had several questions along the way so I worked with a member of the shop's sales team to place the order. This included emails and phone calls. Fortunately, the two largest issues from this situation have written proof (gate/rail height and its associated price).
  
  Given the DIY  nature (building from the bottom up) of this order, it took time for me to recognize to the gate and rail height discrepancy. On 07/14/2022, before the quote was approved, I emailed the sales contact requesting two changes (attachment 1). When I received the final quote (attachment 2) - which needed my approval to proceed with the order - I meticulously checked line by line. One of the changes in that email took place, the other (gate and rail height from 36" to 42") did not include a line item at all on the quote. I wasn't concerned, as the first change was visibly edited. When checking price adjustments before quote approval, everything was accurate. The website clearly shows the two heights (36" and 42") at the same price point (attachment 3). Again, no upcharge for the 42" option from the standard 36" height. Therefore, there was nothing flagged on my end that the height hadn't been updated.
  
  As The Iron Shop indicated, I received a follow up receipt after quote approval and FULL payment took place. There wasn't any indication that the receipt would show alternate details to the quote I had responded to ~2 hours earlier, therefore I didn't review the email with the same intensity. I opened the email, confirmed the price charged matched my order amount, and proceeded with my day.
  
  Upon install of the gate and rail, we quickly noticed the height didn't seem accurate. After additional review, it was determined to be a 36" set.
  
  In addition to this height discrepancy, I had brought another concern to the shop's attention (attachment 4). We opted for riser bars (at a clearly labeled upcharge) as an additional layer of safety for our young children. It connects to the stair treads in two locations. One location is shared with the center spindle (this also incurred an associated fee / clearly labeled upcharge) hardware, the other spot wasn't predrilled. Being custom made to the order (and options elected), I tried to address this issue. After a few off-puttings exchanges with the initial contact ********, I requested that my concerns get redirected to a manager. This is when *****, their President, and I started to email (attachment 5).
  
  Several email exchanges later, showing both of them that I requested the 42" gate and rail and that their site clearly shows no price difference/upcharge between options, I was nowhere closer to a solution than when I initially addressed the concerns.
  
  Their "solution" for the 42" gate and rail was for me to pay more money to receive the correct product. Having no intention of handing over additional funds for the item I ordered before approving the quote, I never asked what the added fee would be. ******* response to this open case was the first time I saw this product range. I drove from MA to ** to pick up the initial pallet so I can only imagine that listed price would double after tax and shipping fees are added. Once again, knowing the shop's official website's layout tool didn't include an upcharge on this feature, I have no reason to pay an arbitrary amount. 
  
  ******* official letterhead response included that it's an "unusual request" even though that wasn't indicated with the sales associate during the order process. My wife and I were back and forth on height and the email I sent writing out this final decision was in response to a verbal conversation I was already having with the sales contact.
  
  As of today, 9/20/22, their website still shows no upcharge for the 42" gate and rail. I brought this to their attention, with screenshots, from the beginning of their statement that it's extra. False advertising is illegal.
  
  Also, as you can see in our exchanges (all remaining communications - those not specifically labeled with attachment numbers throughout this response - are at the end), I was NEVER offered to return the product as ***** has written on his official letterhead.
  
  However, in addition to wishy-washy replies, I was even told I want "something for nothing" - that must have been a poor attempt at comedic relief, as what I requested was the ordered height for the price indicated > which happens to be a difference of $0...
  
  I have spent a lot of time trying to work with the shop directly to correct these issues. Yes, the stairs themselves are fully functioning - our only focus has been in regard to the additional safety features selected prior to quote approval. In addition to being genuinely shocked by a significant portion of the responses I have received (only after raising my concerns on this order), my position is factual with written documentation in main areas addressed (gate/rail height and associated price). Please reach back out if there are any outstanding questions.
  
  
  
  
  
  
  
  
  Cassidey *******
  
  
  
  Regards,
  
  Cassidey *******
  
  
  
  
  
  
  
  

  
  

  Business response

  10/28/2022

  Complaint ***********

  Sales Order:200529 from The Iron Shop (TIS)
  Order Date: 07/20/22                                                                                                                                                
  Pick Up Date:08/01/22
  Response Date: 10/28/2022

  Review of the customer response shows there is no new information to support their claim.  We would like to move toward resolution of this dispute.  Please advise.
  

  The customers account of the sales agreement and suggested remedy is not accurate. 
  

  * The stair that was paid for was fulfilled per the agreed and approved bill of materials.
  * The customer received all parts they paid for and assembled the stair on their property resulting in a fully functional and safe stair.
  * There is an email from the customer showing the request for 42 tall rails.
  * That request did not make it to the final bill of materials resulting in our standard 36 tall rails being packed and shipped.
  * Part of our mission is to attempt to fulfill our clients orders promptly and correctly.
  * We tried to correct the concern by offering the customer a discounted price for the upgraded rail height. The upgraded rail height at 42 tall is a special fabrication item that comes with an extra cost for that upgrade.
  * We did not get to the point of discussing the final pricing for the 42 rail because the customer decided they did not want to accept our offer and proceeded to file complaints with 3 agencies resulting in an end to communication between our company the customer.
  The most recent response from the customer dated 10/21/22 shows no new information as addressed in the initial dispute letter dated 08/29/22 and our initial response dated 09/12/22.  The offer to correct the customers concern was presented. The customer does not want to accept the offer as they are expecting to receive a custom-made product free of charge. 
  Our kits are designed for a do-it-yourself type of product, and we make parts as universal as possible.
  The result is that the customer has a fully functional stair that was fulfilled based on their approval. The customer demanded that we provide the optional cost add components at no additional charge.  The customer is currently using the stair and is simply attempting to get the product for free. 
  
  Thank you,
  Allen C****
  The Iron Shop
  ************

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