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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:11/27/2023

      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 May 2, 2023 for carpeted stair treads. Paid with ****** $234.99. Order number is #*****. Initially I waited for delivery, then I started calling. At first I was able to talk with a human being and they kept promising delivery within 2 weeks. Now I cannot even get anyone to answer the phone. Have left numerous messages and sent email messages through their website as they prefer this contact method. I contacted my credit card company to see if I could get reimbursed, but it was well over 180 days and said they would try but could not promise anything.
      It is now November and I'm still without the product and out the money. I have done business with these people before, and did not have issues. Didn't know what else to do, so I'm contacting your institution.

    • Initial Complaint

      Date:11/20/2023

      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.
      I ordered $710 worth of stair treads on Aug 31. As of November 18 I haven't received the product and have been told by the company the following: material was out of stock. Waiting for it. Material has arrived, waiting for the trim. 6 weeks ago the treads are done but the landing carpet isn't ready. 3 weeks ago everything is almost done and you should have a tracking number any day. Now they don't respond to my emails.

    • Initial Complaint

      Date:11/16/2023

      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 paid for some stair treads and they never sent me them and I’ve been requesting a refund for months. No one answers my emails or phone calls.

    • Initial Complaint

      Date:11/01/2023

      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.
      Stair treads were ordered on May 26, 2023 (order number *****) and payment charged to credit card on the same day through ******. Message sent to company on July 27, 2023 requesting status update for the order. Reply provided by the company on July 28, 2023 stating that order would ship "soon." Request submitted to the company on October 26, 2023 for cancellation of the order and refund for non-delivery of the order. No response received from the company.

    • Initial Complaint

      Date:10/27/2023

      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.
      Purchased stair treads for $400 and still haven’t received them 4 months later.

    • Initial Complaint

      Date:10/24/2023

      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.
      Online ordered and received confirmation for stair treads on July 8th, 2023 (Order #*****) and have yet received the products. I called them after 2 months and asked when I should expect the product. I was told that originally they didn't have enough of the carpet to fill the order but that it had since come in and they were to get to it. Ever since then, I have left NUMEROUS voice mails and emails to no avail. They no longer answer phone calls, return calls or emails.

    • Initial Complaint

      Date:10/20/2023

      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.
      In 11/23/22 I placed order #***** for 5 sets of 3 Dean Non-Slip Tape Free Pet Friendly Stair Gripper Bullnose Carpet Stair Treads - Panel Kerman Gray.

      This is the second time I have ordered from this company and although the first time did take several months the items came. This time I have checked in monthly and was told over and over again that the items were on back order. I have now left 4 messages and send 3 emails in the last 2 months with no response.

    • Initial Complaint

      Date:10/18/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 three stair treads by telephone on June 19, 2023, and paid by ****** with my credit card. To date, they have not been delivered. I followed up by phone and email several times. The last time I received a written response, the representative assured me on August 14 that they would be "shipped soon." They have not returned calls or responded to emails since then. On or about October 10, 2023, I informed the company that I would ask for a refund through my credit card company. I have not heard anything in response to that emai.

      Customer Answer

      Date: 11/02/2023

      I have heard nothing from the company.  I am not satisfied with its lack of response to my calls, emails and this complaint.  My credit card company is involved and has credited the purchase price back to my card, although I do not know whether this is a temporary or permanent resolution.

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

    • Initial Complaint

      Date:10/16/2023

      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 submitted approx a $400 order online in early August. I followed up a couple weeks later and was informed "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. 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 then followed up via email a month later, and another month after that. No responses and no one picks up the phone.

    • Initial Complaint

      Date:10/11/2023

      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.
      More than seven months after taking my order and payment, the vendor never fulfilled the order, and has been completely unresponsive for the last 2-1/2 months to repeated requests by both email and voicemail for status updates, and, finally, for order cancellation and refund.

      I placed an order for carpet stair treads on March 6, 2023. The vendor charged my credit card in full. At the time, there was no indication of a backorder. Beginning with a status inquiry about three weeks later, the vendor repeatedly claimed "supply chain issues" and variously indicated expected receipt of materials within timeframes ranging from "2-3 weeks" to "about a month".

      On July 7, 2023, I requested the order be cancelled and refunded, and the vendor agreed by email that day. As of July 21, no refund had been issued. When I contacted the vendor that day, he indicated that he expected the material in "2-3 weeks", so I opted to reverse my cancellation request. (Hindsight being 20/20, the fact that he had not processed the refund in two weeks should have been a huge red flag!) Unfortunately, that was the last I heard from him. Since then, repeated contact efforts (emails, attached, and voicemails) for status updates, and eventually order cancellation and refund, all have gone unanswered.

      ****** stated that they could not utilize their resolution center because it had been over 180 days since the original charge. After I first got a similar answer from my credit card issuer (today), a supervisor was eventually able to initiate a provisional chargeback. Dean Flooring (owner of Dean Stair Treads) apparently has six weeks to respond.

      Customer Answer

      Date: 10/16/2023

      As an update to my complaint ********, I have attached a copy of a
      letter I just received from my credit card issuer, which indicates that
      the merchant has refused to issue a refund, and ***** has decided to
      reverse the temporary credit that they had issued to my account, due to
      the length of time since the charge - despite the fact that the vendor
      as not delivered the ordered-and paid for- product after seven months.

      This apparently means that I really need your help in getting a refund
      of $802.50.

      Please let me know if you need any more information from me.

      Thank you,

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

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

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