Reply from StairParts Connect, LLCFeb 6, 2018
Hello Jacob,
I apologize for your bad experience!
We notified you soon after your order was placed (11/01/2017), that your Scheduled Ship Date was 11/10/2017; it was a larger order and L.J. Smith required some extra time to prepare it for shipment as well as manufacture a few items that were not in stock. This notification is as a courtesy to allow our customers to schedule their project proactively.
Your order contained several items that were longer than 8 feet and had a combined weight greater than 150 lbs and therefore was required to ship via LTL Freight (BIG TRUCK), which is standard for any shipment from any company anywhere in the world.
LESS-THAN-LOAD or LTL Freight usually takes a day or two longer than standard ground shipments and they will always contact you a day or so prior to delivery to schedule the delivery. At this point, it is up to the recipient to disclose any difficulties or obstacles that a driver might experience when attempting to reach the destination. Mapping software such as Google Maps or other software used by a shipping company usually will not warn a driver of low power lines and such.
All of that being said...
StairParts Connect does not have any control over the shipping practices of any carrier that our suppliers hire to deliver the orders. Much like Amazon and other such retailers, our suppliers package the orders and put them on the truck, the shipping companies deliver the products to our customers.
At this point, If a shipment is lost or damaged we will coordinate with the respective supplier in order to locate or replace the order in a timely manner; if there is an issue with the products that our customers receive we will do whatever is necessary to fulfill our obligation and hopefully make our customers happy.
It seems like your very negative review of StairParts Connect would be better If it targeted the respective shipping company, XPO Logistics, Inc., although, I don't believe that it was entirely their fault either.
Again, I am sorry that your experience was as bad as your review states, StairParts Connect strives to make each and every customer's experience as positive as possible.
Michael J Sylvia | StairParts Connect, LLC
800 458-9038
