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Business Profile

Stair Treads

Dean Stair Treads, LLC

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

This profile includes complaints for Dean Stair Treads, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 102 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/02/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered stair treads (order #*****) back in January. I have called multiple times and emailed multiple times with no response. I want what I ordered or a refund.

    • Initial Complaint

      Date:04/26/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order for carpet stair treads directly over the phone on February 27 and my credit card was charged $324 on February 28. I was told that I would see the charges come through on a business called “****** ***** * **** ********.” The order # is *****. I have not received my order and have left multiple voice messages and email messages and have not gotten a response or explanation. The website for ****** **** *** **** has been taken down. The website for Dean Stair Treads is still up. Often, I get a voice message (call to ************) but no one calls back. Occasionally, someone picks up the phone but says she can’t check on the order status as she is in the office, not the warehouse.

    • Initial Complaint

      Date:04/20/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ordered 12/27/2022
      Paid in full $905.00
      They said they are working on every month I email them. Now they don’t even respond to emails or phone calls.

    • Initial Complaint

      Date:04/06/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 1/18/23 I placed an order for some carpet stair treads totaling $306.67. Because I needed a custom quantity of stair treads, I called their customer service phone number to place the order over the phone, which their website instructs to do for custom quantity orders. The customer service rep was helpful and indicated that my order would ship after about 2 weeks. My order did not come when expected, so in February I call the company and I’m assured that my order will ship soon. In March I reach out via email and their business ******** account and get this generic reply on both platforms:

      “ I expect your order to ship soon. I do apologize for the delay. Please keep in mind that each item is custom-made to order and we are dealing with supply chain issues and delays as are many other sellers. You will receive an email with your tracking number when your order ships. Please let us know if we can be of any further assistance. Thanks.”

      I continue to call the company several more times in March and April. At one point they indicated that my order “should have shipped by now” and they were “going to check the warehouse and dock” and promised me a follow up phone call - which I never receive. I send another email and ******** message on April 4th asking to have my order cancelled and refunded, and they do not reply. On ******** I can see that they did read my message. Now when I try to call customer service, no one answers the call and it eventually goes to a voice mailbox that is full. I am now disputing the charge for the carpet stair treads with my credit card company as I have still not received the product. I do NOT recommend ordering anything from this company, their customer service is AWFUL and they never sent me the product that I paid for.

    • Initial Complaint

      Date:04/04/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order for stair covers on 12/11/22. My card was charged as they were a "custom order". I did not hear from them after 4 weeks and on 1/22/23 they said they were on back order and would be shipped in a few weeks, be patient. After 3 months I asked if they had something I could get "quickly" or cancel my order and get a refund. They replied that there were 2 other items available similar price. I changed the order and it has now been 5 weeks without any product being shipped and was told to be patient. I asked them to cancel the order and refund my credit card as I have now been waiting almost 15 weeks and have little hope of delivery. They have now stopped responding to emails and calls.

    • Initial Complaint

      Date:03/29/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered online 7 Jan 23, order #***** 1 package of 15 stair carpet threads from Dean Stair Treads, ************@************ ************. The product arrived and the color was too dark for our needs so contacted the business by phone and they said someone would contact me. I received an email the next day from ***************** who is the owner ***** **** and we traded emails concerning alternate colors and the response was they only had stingray gray in stock which we accepted. He email on 30 Jan instructions to ship the return items to Stair Grippers, **** ** ****** **** *** ****** ******* *** ****** I shipped items back on 1 Feb and they arrived 11:15 3 Feb. I began sending email mid Feb and continued into Mar requesting status on the replacement order and response was always "working on it sorry for the delay" or sorry for the inconvenience. Finally decided to inform them this past week that I would have to file a complaint with the BBB. Their response was item is backordered. After 80+ days this is the first time they indicated the item is supposedly backordered. I follow up with and email stating I was cancelling the order and to send a check. Haven't heard back. I have all the email traffic concerning this.

      Thank you* ****** **** ************************* ************

      Customer Answer

      Date: 04/18/2023

       I received the BBB email concerning my complaint and opened up the message asking if I heard from the company and if I am satisfied with the company's efforts. I was not able to digitally mark either yes or no for either question or provide any comments.
      Therefore I am providing my response in this email.

      No I have not heard from the company
      Certainty not happy with the company not making any effort to resolve, but that was certainty the reason for my initial complaint to the BBB.  

      If this will suffice great or if you need my response some other way, please let me know. Very much appreciate your efforts.

      Best Regards,

      ****** ****
      ************

    • Initial Complaint

      Date:03/21/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Original Date of Transaction on or around 12/19/2021 Reference Order # ***** On-line advertised average delivery time for custom orders 10-14 days
      Repeated consumer phone calls on status of order on 1/5/22, 1/20/22, 1/27/22, 129/22
      Final receipt of order 2/25/22
      Product ordered was non skid, no glue down safety carpet stair treads, with a non skid backing
      Have had the product in service for approx. 1 year
      On or around 2/25/2023 doing routine house cleaning, went to remove the non, glue/no sticky tape removable stair treads off our finished oak stair treads. the result was DIASTEROUS!! 80% of the non skid rubber backing had securely adhered itself to our oak stair treads. It took over 3 man hours to carefully scape and scrub the huge amount of stuck on rubber residue. Left behind on the back of the, now removed, removable carpet stair treads was a totally delaminated back surface.
      Initiated a series of customer service calls, only to be sent to voice mail, (80% of the time no one answers their customer service call line, nor do they never/EVER call back even with message left!!)
      Then sent photo documented snap shoots of the above described as an e-mail attachment to their CUSTOMER SERVICE e-mail address....NO REPLY...
      This whole process of complaint inquires started on 2/27/2023 with over 9 (NINE) phone calls & 2 e-mails
      NOT A SINGLE REPLY OR EVEN AN ACKNOWLEDGEMENT OF MY CONCERN/COMPLAINT.
      Have not even gotten to a vendor resolution discussion or correspondence, because they refuse to even acknowledge or respond to my voice mail messages or photo documented complaint product resolution.
      Mis-leading advertised product, & then their supposed great customer service department is non existent

    • Initial Complaint

      Date:03/20/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ordered $850 worth of stair treads from Dean's on 12/30/22. I've tried calling, emailing. Emails always say that they'll let me know when it's going to ship. On the phone a week ago (I almost always get voicemail and no call back, but this time someone answered) I was told that the order was "complete" but that UPS needed to send a rig out and they hadn't shown up for 2 weeks. But a few days later an email (supposedly from the warehouse) said the order wasn't complete. No one ever gives more info, like what's left to do, how long it might be, etc. At this point I either want my order shipped in the next 2 weeks or I want my money back. Please help. Thank you.

    • Initial Complaint

      Date:02/22/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Oct 2, 2022 I order from their website stairgrippers .com a set of 3 stair treads for $130. When I did not receive them by 3.5 weeks I contacted the company by email and phone. I received an email stating the items were on backorder and would be sent out asap. I received the order a week later on Nov.22.

      I then decided to order a complete set of 10 more for $442 on Nov 25, 2022. I have still not received my order. On Jan 2, 2023 I contacted the company again because the website said the order was placed but the delivery had not been updated since NOV 29, 2022. I received an email again from ***************** that stated the items were on back order and asked if perhaps wanted a different color or style. I stated that I already had 3 and that I wanted these if they thought they would be coming in. They said they would. So I waited.

      I then contacted them again on Feb 19,2023 asking about the order. This time I checked the website and tried to "fake order" the same treads. They did NOT say they were on back order and actually would have allowed me to order 15 and then asked for credit card information. When I contacted the company again I expressed my concern and let them know that their site says they are available but I have still not received them. I reemphasized that I cannot change the style or color but I would like my money back if they cannot provide these treads because at this time I did not have much confidence I would be getting a set if they were changed. I received a response just telling me again that they are back order and I could change the style.

      When I received the first box that did arrive, it did come from Georgia (that is what the post code said) and I was surprised it took so long when it was sent from the US.

      I am starting to wonder if this is a scam company. I would like your help to get my product and if not to at least warn others of this company.
      Thank you,
      ***** ******* *************************

    • Initial Complaint

      Date:12/09/2022

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order placed -July 28, 2022
      Followed up several times via email and phone
      Sept 6 - UPS indicated to contact business as package can’t be found
      Called Dean ***** T***** who said they would take care of everything and resend that they had issues with UPS
      Followed up many times from Sept to Dec
      The business is not answering emails or messages from phone or messenger
      Requested refund for the $385 US paid on July 28, 2022

      Customer Answer

      Date: 12/28/2022

      Thank you for the update. #********

      No I have not heard back from the company. I did send another email on December 20th and again no reply.

      Thx

    Dean Stair Treads, LLC is NOT a BBB Accredited Business.

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