Paragon Stairs

Avoid at all cost. Paid a lot of money for my Spiral stairs. When they finally arrived they were 9 inches too short. Informed the designer and said he would rectify the situation. Two weeks later I get an invoice for that extension. Informed the designer that it was not our mistake on our measurements on his. Over a month later they finally arrive so that we can finish this job. Now the safety gate is apparently missing something and he will not respond. Phone keeps ringing busy for weeks on end for customer service.

I spend between five and six thousand dollars on a galvanized spiral staircase from Paragon. Customer service was good until they had my money, and then it was abysmal. One example is that the stairs arrived minus a critically important top railing on the landing. It took months for them to send the missing railing, delaying my final inspection as well as being a hazard. My salesman (name starts with a "R") was terrible as was the sales manager.

It is now 5/31/ 2022 and i still don't have a complete spiral stair case. I ordered my custom spiral stair case back in July of 2021. They were delivered in October of 2021 with damaged and missing parts. The companies customer service is so poor and takes forever to get back to ya. Kahiem from customer service does not get back to you in a timely manner. I believe they purposely wait the required time it takes to dispute a case with your credit card so you cannot get your money back. At the same time they leave you hanging waiting for your parts. This is the 4th time they have delivered faulty or damaged parts. How can they possibly believe that this is acceptable business?

I would leave 0 out of 5 stars if I could. STAY FAR AWAY from this company and their subsidiary Paragon Stairs. My experience is the same as everyone else on this thread. Steps were completely wrong, had to fight to get any type of service or support, and never received any credit or refund. BUYERS BEWARE!

This company really checked all the boxes on what makes a terrible business.
Do not order any of these cheaply made spiral stair systems. I had to end up custom fabricating a lot of extra components to make their product structurally safe and secure for my customer. The coiled handrail is just a thin piece aluminum that comes scratched and dinged up straight from their warehouse. I had to sand everything down and prime/paint the whole thing for it to look decent. The customer service is terrible, non responsive and rude.
After this whole experience and for what I paid after all the added repairs and fabricating to make the stair set safe and acceptable I could've just had something fully custom fabricated with better materials and not the dinky unsafe materials they use.

Bought spiral stairs. Waited for 7 hour window for delivery. No delivery. After hours they delivery without a signature; they said was required. Call paragon stairs. They were haughty and basically said, stuff any concerns you have.

I prefer to do business with company's with good customer service.

Am disputing credit card charge. Trying to get full refund.

I'm so disappointed with the Paragon stairs. I will be posting a YouTube video showing why?
Quality is 3.5 stars -- quality to value is 1 star -- installation guide 1 star -- Delivery 1 star -- Delivery on time 1 Star - Customer service 0 stars
I paid $8320. 00 for Aluminum, 6.0" diameter, black coated, 9.5 feet High.
This stair should not cost more the 5K at the most. I was promised this stair is their top of the line. If this is a top-of-line stair, I feel bad for the ones who purchased the lower tier they sell... I do not recommend paragon to anyone at all

I ordered a barn door with White Shanty and it was billed as Paragon, so I assume they're the same. My door arrived unfinished and with poor hardware. Customer service is unresponsive. I'd avoid this company.

The company itself is nice the sales people are very good at their job. Getting your money. After that it goes down hill fast. They need to sever their dealings with the shipping companies they choose to use for delivery. They will not deliver on weekends and the time window they have is from 9am till 4pm. You pay through the nose for shipping you would think they would be happy to deliver it on a weekend. Stay away from this company until they realize the problem the delivery companies they use are creating

Awful service, exactly the same as the other reviews, they don't take any accountability for their poor process and goods not being delivered, as soon as you pay, they just don't care. Avoid at all cost.

I am currently renovating my house, and of all the websites for furniture and services I have worked with Paragon Stairs was by far the worst experience I had. The customer service is absolutely non existent. Once you place your order, you have to chase them for updates on the status of your order and delivery. My order was late by 2 weeks and another 2 weeks and another 2 weeks, and it was like pulling teeth to get someone at Paragon to call me back and tell me what was going on. And when they did finally call me back, they were not apologetic in the slightest.
Finally when I received my stairs, they were absolutely impossible to install. My very competent contractor had to decipher the installation instructions and purchase missing parts. As a result, the installation cost me almost as much as the stairs! And Paragon states that the homeowner should be able to install the stairs themselves. What a joke! Look elsewhere for a spiral stair company. Paragon is the pits!

What a terrible experience. This company is happy to take your money... but delivering on their promises, not so much. We ordered these 8/12 and were told that my stairs would ship in 10 days (leave the warehouse 8/22). They even tried to move my shipping date, so I told them I would need to cancel because it was time sensitive and I would use another company. They were able to get it out on the "next shipment date" and yet, here we are, over a month later and I am still using a ladder to get to my bedroom loft. My builders had to move on to their next project, so who knows when I will receive these stairs and when they will have time to install. If you are working on a timeline AVOID this place at all cost, otherwise it will cost you in the long run. The customer service seemed great, but Very VERY disappointed.

We were so excited to get our stairs and assemble them! But what we thought would be step by step and east, turned into a complete nightmare. The kit did not come with the proper screws (we had to buy them ourselves), the steel railing posts didn't come with the holes drilled in them (even though the directions said the holes are pre-drilled), the steps had to be sanded, stained and sealed by us, and overall the quality of the steel is subpar. We reached out to the company to inquire about all of our mishaps, however they only responded once and basically blew us off. Highly recommend looking into other options for your spiral staircase needs. Especially for the high price you pay with Paragon Stairs. DO NOT RECOMMEND.

I've been doing construction for 45 years, both residential and commercial, so I know my way around tools assembly, troubleshooting, material etc.
This experience has been a nightmare start to finish!
Shipping was delayed because half the order was lost. I had to grind off sloppy welds, bore holes which were either done poorly or absent, upgrade parts because what was sent me was pure crap, steps and platform steel were warped! The list goes on and on! Oh, did I mention that I've had to recontact them twice now to send out missing parts?
And the list of tools you'll be needing? If your experience is anything like mine, and I own just about everything under the sun, many in duplicate, you'll be wanting to keep them all within arms reach cause believe me you'll be needing them.
There is not one aspect of this experience that has been without disappointment!
It has been so frustrating that I put a limit on how much time I'll send out there working on it just to stay sane.
Do yourselves a favor, check the reviews, do some investigating, but stay away from these people!
Once your check is cashed you'll never hear from them again!
Sincerely, and I really mean that, Jeff Cooper Grand Rapids, Mich.

All the parts was not in the box and and taking their time about sending them. Told them I want my money back and they say it's nonrefundable isn't that convenient. They are thieves. Don't use them.

PLEASE RUN from this place! What a disaster it has been! Over $9000 spent on two products and both were completely incorrect. I've been all but begging for someone to call me back, left messages and also sent emails after emails, no response ever. I've asked for the railing to be re-made because it was wrong and I don't even know if they're doing it or not because of the lack of communication. My next step is to go to the BBB and the Attorney General. Weeks late on the product, supposed to have passed the "QC Check". I've requested some sort of refund since we had to pay four contracts two days work to re-do all of their incorrect work but again, no response! TERRIBLE. Go elsewhere, it's not worth your hours and hours of time to deal with this company. Railing was made inside out, rails and knobs were on the INSIDE of the railing. All 8 staircase rails were 18 inches too short, had to pay our contractors TWICE to install it.

I ordered a galvanized spiral staircase that was delivered with poor production and not properly galvanized. I paid 5K for the stairs. I was told by my contractor that he couldn't put it together without modifying it, and I spoke with paragon who agreed to pay for the cost of my contractor modifying, rather than me returning the stairs and waiting for a new stairs. When I submitted the bill my contractor gave me to them, they said they decided they would not pay for the damaged product as had been promised initially, so I am stuck with the extra 4K cost of repairing the defective stairs they shipped to me.

I feel like I dodged a bullet. As a small business owner I know the power of reviews and I feel compelled to give my small experience that luckily ended the Business relationship Before it ever started. To begin, the follow up on my initial inquiry was aggressive, however, I am in the market for immediate services, so this time I didn't mind such tactics. Once contacted, I explained my project, the email recap of our conversation came immediately after the phone call and a zoom meeting was set for three days later. I was asked which time zone I lived in and my appointment was set for noon CST. Well that was yesterday, and I was going to reschedule due to builder issues, but was informed there now was no further appts so I decided to keep the appt at noon. I pulled over out of traffic and got on the call. I waited and waited, I tried calling but only email wa are turned telling me that a new sales rep would be handling my meeting. So I called( no answer) I emailed and said., I am on the zoom call waiting for you. He said "the meeting was for noon EST. OK... first let me say... I GET It... Mistakes happen, but he said it like I got it wrong. But I politely informed home that it was a mistake on their part that I had confirmed CST. ***Here is where I know I dodged a bullet.,, Chris states in email "I didn't make the appointment " Now this is telling of company that will scapegoat, who will throw their team member under the bus to justify a pretty simple miscommunication. I concluded that In the case of any error in my desired product, a product that would not only be a centerpiece of my hike., it is the center of saftey for a lifetime for my family and invited guest. This is just a well oiled marketing and sales Business that will never meet your family or see your home and isn't concerned with you as a customer and clearly not their own colleagues. In this time of unprecedented unrest in our country... I encourage others to seek elsewhere to find a company that is local to you and cares about integrity and community.

Stairs were delivered not up to code and they stop responding to me once they admitted this issue. I'd avoid at all cost

As a business owner, I hope the real business owner reads this. (I don't have a problem taking this down) I just wasn't given the access to speak to someone directly. It started with the salesman Mark Lanaro he sold the two stairs to me on 1/20/22. I stressed how important it was I receive at least by 2/2/22 for super bowl events at my restaurant/nightclub. He told me the stairs I bought were in stock and will be shipped out on 1/24 with a 7-day shipping to CA.

I called back on 1/26 and the rude CSR person that answered said that it was in. "production" and she doesn't have a date that it would be shipped. She said, "someone will call you by end of the day tomorrow". This was the beginning of my frustration. I got a sales call within an hour but can't get a call faster after I purchased the product. That's a bad sign right there. By end of 1/27 after not receiving a call from the manager Matt or the salesperson Mark, I called back again. CSR still had no date so I asked to speak to a manager again. Matt

Matt was irritated with my call right from the gecko. Pretty Condescending to a customer who wired $6900 8 days before. He was acting like he was doing me a favor. We had a lengthy argumentative conversation in which he implied that I'm making this up and the salesman never would say these things to me. Then he said you should read the DocuSign that says it would be shipped on the "week of the 24th" (This is true). And to add to this it would take 7-10 business days to get to CA.

I told him that I'm not looking for a discount I just need the product for the event. He didn't really care. He said it will be shipped the following day. I asked to speak to someone above him and he said is the owner. He is also the customer relations manager. I was stuck because I wired the money in cash. I should have paid with CC.

Today 1/28 I just got a text saying I will get the stairs on 2/7 late afternoon. Leaving me two days to install the stairs. This is not cool.

I am a supporter of small businesses. Which is why I bought it from Paragon. The same product is available at Home Depot for less and faster delivery.

I hope the owners read this and see that your employees are running wild with no respect for their customers.

I started designing a spiral staircase with this company last spring. I worked with one of their reps and designed the project with him until the project was about 80% completed at which time I found out that this person no longer worked there. First they said he was out for a few days and then they said he was gone permanently. We then talked to a new rep and when the product was delivered it was configured wrong. I spoke to a customer service rep who said she could see the problem and she would present it to their engineering dept and she would email me the next day with a fix for the error. 2 days went by and no reply so I called again and asked to speak to that rep again and they said she no longer worked there. Are you kidding me? Problem still not solved... dont use this company ever

I ordered an exterior galvanized 2 story spiral stair set from Paragon Stairs in PA, also known as Salter Spiral Stairs and SS Industries, with nothing but trouble and mistakes from Paragon.

The major problem is the Center pole which when together is about 18 feet high, the column came in 2 pieces and they do not fit correctly together. One piece had a flange on it that is supposed to slide in the other. We had to grind out the inside of the bottom pole because all the galvanizing dripped in at the galvanizing factory, but no one checked if the pipes would fit together and it was just shipped out to us. We had to do a lot of grinding to get the excess galvanizing out of the inside of the 3 1/2" pipe and kept trying to fit the top column into the bottom one, over and over. We finally got it started and tried banging the column down where they went partially in to each other, and now they are stuck. Paragons engineers solution is they want me to try to cut the top pipe and try to bang it up and they will send us another 2 columns. The top column only went in about 2 1/2" of the full 9". These columns should fit perfectly and should slide right in just by the weight alone, this is a disaster. Also when you sign paper work for your order you are signing a non-conformance statement where Paragon is not responsible for any restitution for your addition expenses due to their fault, so be careful.

Besides the major problem with the 2 center columns here are more mistakes from Paragon:
1). All the holes in the spindals were drilled too small for the screws they sent that holds the aluminum handrail in so I had to buy different SS screws.
2). One of the platform railings was fabricated too long and a new one had to be made.
3). There is rust already forming at the welds on some of the steps.
4). There was excess galvanizing on the poles which I had to grind down to slide the steps on, compromising and defeating the whole purpose of hot dipped galvanizing.

We have spent hours trying to get this inferior product together. Now we have the center pole stuck which we cannot bang down anymore and cannot separate them, the engineer at Paragon suggested we drill a hole in the top column, slide a steel pipe through and try banging it up.

Paragon said the best course of action now is for them to send me 2 new columns which means we have to take apart the entire lower section which is already installed with the railing.

Extremely, extremely poor quality workmanship.

BBB Complaint number; *******
BBB of Metro Washington DC & Eastern Pennsylvania

Update;
I have given Paragon Stairs the cost that I will incur to completely take apart the stairs as they suggested due to their mistakes and put the new poles in. Paragon has offered me a lesser amount which we did not accept and our warranty would also been eliminated for any future claims.

CUSTOMER SALES, NOT SERVICE.

First of all, Paragon is just Salter Stairs. That doesn't mean much, they're nicely built staircases it seems to me. The Paragon designer was friendly and knowledgeable and the stair came pretty quick... but once they've cashed your last check.

The stairs I purchased were almost $15,000 with the $5,000 upgrade for teak treads for the marine environment in which I live. One of the teak panels (the largest one) warped and then split IN LESS THAN ONE MONTH after the stairs were installed, despite having followed all the instructions they sent for the care of the wood. Within a few more weeks at least half the stair treds had started to form cracks and splits.

They pledged to replace the broken panel at the top of the stairs but then their customer service department vanished. Zero responses and the replacement tred has never arrived 6 weeks later. $15,000 unfinished product. B

Basically do not buy your stairs from this company. There's a ton of other makers.