Stair Rods Reviews 

Good products, let down by poor post sales customer service. Bought from them a few times, but the one occasion you have an issue, bang - not interested. Completely blank you once they have your money. Not even the courtesy of a response. A real shame, as I wanted to buy even more from them, but they just don't want to know. Do not recommend, look elsewhere.

Wow I wish id read the reviews prior to ordering.
£600 worth of door bars in pewter.
What they sent more resembled the satin nickel sample I had. No one at stair rods agree (obviously) I will try to upload pics and would welcome any feedback.
They also refuse to supply a return label.
Very poor customer service.
Can’t supply pics …. So I’ll just say colour does not match the sample.

I placed an order in early March for T-bars and skirting accessories, spending over £100. I was initially advised that the out-of-stock items would take approximately three weeks, which I was happy to wait for.

Unfortunately, what followed was over four months of delays, repeated chasing and inconsistent communication. I had to repeatedly contact the company myself for updates, with long periods where emails went unanswered.

After finally making contact in May, I was advised that the items were back in stock and would arrive within days. When nothing arrived and I chased again, I was informed that the order had apparently been delivered and signed for by someone else at an address that was not mine. I was later told that the order had been damaged in transit and would be resent urgently.

I was then advised again that the items were out of stock with a further 2–3 week lead time. That timeframe passed, and once again I had to chase for an update. I was subsequently told that the order had been dispatched, only to then be informed that it had been damaged in transit again.

The order has now finally arrived, and thankfully the items themselves appear to be exactly what I ordered. However, the overall experience has been extremely frustrating and unnecessarily time consuming.

I understand that supply chain and courier issues can happen and that not everything is necessarily within the company's control. What I found most disappointing was the lack of proactive and consistent communication throughout. I was repeatedly left to chase for information about my own order, and the changing explanations and missed timeframes made it very difficult to know what was actually happening.

I also asked whether any goodwill gesture or compensation could be offered given the length of the delay and the inconvenience caused but this was declined.

I will say that the customer service representative I dealt with was polite and tried to assist where possible when I was able to reach them. However, after ordering in early March and eventually receiving the items more than four months later, I can't say that this was a positive customer experience.

The products may be fine (I don't know, haven't installed yet because now I've had to reorganise fitting due to how late they came), but I would not order from this company again based on the fulfilment and communication issues I experienced.

I would rather stick stair rods in my eyes than deal with this company again.

Ordered 4 door bars at a cost of £200+, not realising they use Yodel.

Yodel claimed they couldn't find my (easy to find) address when, in fact, they were 3.5km away.

I called Stair Rods and had the displeasure of speaking to a South African lady who was abrupt and rude. She then got a prissy little man to call me back who was equally as rude, who claimed they could only refund me once they had received the package back from the courier. I tried to explain how, under s.29 Consumer Rights Act 2015, the goods remained at the retailer’s risk throughout as they had not been delivered to me, but he couldn't get his brain around it. When I told him this, he proceeded to get into a tizzy, spoke really quickly and then cut me off.

I subsequently called back and the South African lady answered again, who told me her mum told her empty vessels make the most noise; a weird thing to say - she probably thought her mum made up the phrase. Either way, I don't care what her mum has to say.

A chargeback has been initiated because - funnily enough - Stair Rods are not above UK consumer law, and I hope both prissy man and the South African lady cheer up a bit.

When I placed my order for door threshold profiles, I was immediately told that I would have to wait 3 weeks as the items were out of stock. Over the next 5 weeks I received no communication from this company - in the end I had to phone to find out what was happening. These items are now meant to be dispatched this coming Monday - we'll see.

An absolute scam of a company. Avoid at all costs. Sent damaged goods and have heard nothing from customer services despite countless emails.

Ordered two door thresholds listed as antique brass, based on the product photos on the website, which show a light, golden brass finish. What arrived was far darker and much closer to an antique bronze/brown colour.
I raised this with customer service and shared multiple comparison photos, including one next to an existing antique brass fitting. While they acknowledged their finishes “vary from batch to batch”, they ultimately admitted that their antique brass is darker than the images shown online - and still refused a return or refund.
In other words, the product does not match the imagery used to sell it, but they’re unwilling to take responsibility for that mismatch.
If the final product looks nothing like the photos, customers should be told upfront. Poor service, misleading listings, and a frustrating experience overall.

Horrendous. Wish I’d read the reviews before I placed an order. Lewis Boyling was particularly unhelpful and unapologetic. I ordered a sample of the antique bronze, was happy with it. Expected there to be a slight variance in colour like with most samples not being exact. Ordered multiple thresholds and they are not even close to the sample colour. They are a different shade! They are basically copper. Lewis told me “this isnt a fault”….

A store with no integrity. Hope they go bust. Soon.

Terrible company. We ordered 2 items - there were issues with both the stair rods and door threshold. They sent 4 less fixings for the stair rods (someone at the factory can not count!) and the threshold was both damaged and 7cm short. They eventually sent 4 extra fixings and instead of sending another full sized threshold to replace the short / damaged 2700mm threshold, they sent a 900mm one and refuse to send a full sized undamaged one. No response to complaint and failed to help us after spending a lot of money on their faulty items. The fitters were annoyed that the products were not ready and available to fit and refused to return. So now we have to spend more time and money to find another fitter and go through our credit card company for a refund.

Stay away from this company - they will send damaged products and short change you and then refuse to make good. Very poor customer service and will not be using ever again. It has been a horrible experience.

Scammers , requested a return because the item was damaged but they don’t want to pay for the return label

Poor experience. Still awaiting a response to a return request (I ordered the wrong size). Why I have to request a return I don’t know. I’d use someone else in the future.

I ordered three door thresholds, and they delivered all three bent, awaiting re delivery.

When I was looking for door thresholds for my home here in Reading, I knew exactly what I needed: top-notch quality that would stand up to daily foot traffic, and a supplier with a hassle-free returns policy just in case. After some searching, I found Stairsrod-direct, and I'm genuinely thrilled with my choice – they absolutely delivered on both counts, making them my go-to recommendation.

From the moment I checked out their website, it was clear that Stairsrod-direct takes their products seriously. The range of door thresholds on offer was impressive, with various finishes and profiles to match different flooring types. I particularly appreciated the detailed product descriptions and images, which helped me make an informed decision. When my order arrived, I was immediately struck by the quality of the thresholds. They felt incredibly solid and well-made, far exceeding my expectations for durability and finish. Installing them was straightforward, and they've truly added a refined, finished look to my doorways, standing up perfectly to daily use.

What really sealed my positive experience was the peace of mind offered by their easy returns policy. While I didn't actually need to return anything because the thresholds were exactly what I wanted, knowing that the process would have been simple and straightforward if an issue arose was a huge relief. This commitment to customer satisfaction truly sets Stairsrod-direct apart. It shows they stand behind their products and prioritize a smooth experience for their customers.

Living in Reading, it's great to have such a reliable online source for these essential home finishing touches. If you're in the market for high-quality door thresholds and appreciate a company that makes the entire purchasing journey, including any potential returns, incredibly simple and stress-free, I wholeheartedly recommend Stairsrod-direct. They've earned my trust, and I'm confident they'll earn yours too!

Very poor quality of customer service. Eventthough they send you the wrong product yet they are asking money for the shipping to return.

We had a disappointing experience with both customer service and the returns policy. We purchased 7 trims to find the right ones for our project, intending to keep 4 of them. However, when we tried to return the others, which were unused and still in their original packaging, the company refused to accept them.

Previously, the same customer service representative had sent over details to return products, even when it was outside the return period, so I assumed this would be okay again. There was no mention of timelines or restrictions at that time, which led me to believe the return would be straightforward.

However, when I contacted him this time, he was rude and unhelpful. Instead of engaging in a discussion, he simply said, 'I will get the factory to return these to you,' with no explanation or reasoning behind the decision.

I would only recommend using this company if you are completely certain about your purchase. Our renovation timeline shifted, and as a result, we needed to return the incorrect trims, but unfortunately, we were met with inflexible service.

Good price for a good quality product.
Quick delivery and well packaged.
Have bought before and would buy again

I ordered samples for Easybind Black Pennell, Easybind Golden Bumble and Easybind Green Peter on 01.08/24. Still not received on 12/08/24 despite several e-mails to them since which have not been replied to. Have now bought elsewhere and at a cheaper price and will not use or recommend this company in future due to this very poor customer service

Ordered three door plates from carpet runners.Co.uk who use this company to provide the goods. Items did not appear as described. No returns policy or labels. Had to return them and pay myself! Cost me £14 door to door with DPD. This company state the box was empty on arrival. Frankly I don’t believe a word of it! There are awful carpet runner reviews and I do not believe a word either companies say! I am £102 out of pocket and fuming! No picture evidence of an empty box arriving and very unhelpful employees.

Long wait for delivery but offered a refund due to this, when arrived sent 2 orders by mistake.

V pleased with fitted stair-rods only drawback was that the screws included were poor quality and lost 1/3 due to the heads shearing.

Purchased 6 items from them and 1 of the 6 had discolouration within about 90 days.

Contacted them with photos and original order information. No response.

Sent the same two weeks later. Got a response asking for a photo (despite one being attached).

Resent photo but was told I must have damaged the item as as it was more than 30 days since purchase they wouldn't replace it.

Was forced to buy a replacement and pay their extortionate postage.

Terrible customer service. Would not use again.