StairFurb Avis 

Third & Final update
Changing from a 1 to 3 star because they got back in touch and replaced the handrail free of charge as a good will gesture which I really appreciate. Had they done this in the first point of contact it would have been a 5 stars

Second update because they clearly don’t like customers telling the truth: Not the first protractor not working and being sent a second one out? Me knowing that was faulty clearly tells you I followed the steps! I followed each and every step the way I was shown and I checked it 3 times hence the 2nd protractor being sent out! Blame the customer all you want but the fact of the matter is that the handrail was 40mm too small and that WAS measured on the live video call. Your responses are clearly enough to put customers off ordering from you. Stair parts direct only wanted £45 for the same part you wanted £89 for. Are you sure you’re not a business profiteering from your own mistakes? It clearly looks that way!

Update in response: I must MAKE IT CLEAR that my measurements were taken under their GUIDANCE on a LIVE video call I followed the simple instructions THEY provided! My newel posts are in the same position as they were at the point of order so the level / plumb is irrelevant. My order was only signed off for the glass angle and that’s why you sent a protractor and not a spirit level too! As for the finance company being satisfied? They’re still investigating my complaint so I don’t know what made you think they agreed to your proposal of charging me for another handrail. Section 75 of the consumer rights act. Offering unregulated finance doesn’t mean I’m not protected from the consumer rights act either.


I ordered my stair kit during a live video call with the team and followed their instructions exactly when taking the required measurements.

Unfortunately, when the kit arrived, the handrail was 40mm too short, making it unusable. When I contacted the company to resolve the issue, I was told that the measurements were my responsibility and that I would need to pay £89 for a replacement handrail, despite having taken the measurements based on their guidance during the video call.

What made the experience even more frustrating was the difficulty in contacting them afterwards. My calls appeared to go unanswered until I phoned from a different number, at which point the call was answered immediately.

Overall, this was a very disappointing experience. Mistakes can happen, but the lack of accountability and poor customer service when trying to resolve the problem has left a very negative impression. As you can clearly see on their reply there’s still no accountability and it’s all my fault.

My dealings with Stairfurb were nothing but excellent from my first contact to my last was first class very easy to deal with helpful throughout & nothing was to much trouble for them even on a weekend .
I wouldn’t hesitate to use them again or recommend them to anyone arranged a video call within 2 hours of contacting them & everything was sorted during that call goods were delivered in the stated 3 week lead time very helpful with any queries I had and sorted very quickly professional from start to finish

Excellent customer service. Excellent quality stair parts.

Really pleased with both the product and service received from StairFurb. The initial ordering and online/video support and the supply of the glass balustrade and oak handrail was first class.
As a competent DIYer fitting was relatively straightforward and StairFurb were more than happy to answer the phone and provide advice when needed.

I made an order on stairfurb totally professional really good service. They video called me to check the dimensions were correct and if they thought there was any adjustments needed when it came it was professionally packages, I fitted it myself im not a joiner and it went together perfectly really good company would tell a friend and use again 100%.

Excellent communication from Stairfurb and all parts delivered were very well protected. Matt from F&H Insatllations did an superb job and it looks great. Thoroughly recommend this company they care and cost wise you only get what you pay for.

Order- 169769P
A great service from Stairfurb, from the video call to walk through how to measure and check our submitted measurements were correct, to the delivery. We managed to install the oak and glass kit ourselves, although not difficult it was a little fiddly and precarious with the glass and the weight of it. I was a little disappointed with the finish of the underside of the base rail, it was a bit jagged which you can see as u walk under the stairs but nothing that is too annoying . We were quoted £2890 to have one of these Installed and so by using stairfurb and doing it ourselves it saved us a lot of money.

Great customer service kept me in the loop all the way through the process and the quality of the product was excellent highly recommend

Fantastic company, fantastic product. Can't fault them.

Everything went straight forward bottom rail on stairs needed a couple of mm off but everything after that was fine 👍 sent video and pictures

Painting quality of the banister was very thin so some parts were not covered properly and already showing signs of wear less than 1 yr old
However the product is way to install with full guidance given and everything supplied to touch up paint. I have actually done the whole house with them and it looks great

Great price and excellent communication throughout the buying process. We had a video call with a representative who advised how to correctly measure the components for the refit. We had some extra clarifications after the video call, these were delt with very swiftly by stairfurb with a phone call. We decided to have a Stairfurb recommended fitter intall the new upgrade and were put in contact with Mathew Field from F&H intallations. After viewing pictures of the requirments, Mathew explained his method of working and attention to detail to ensure a perfect fit and guaranteed satisfaction. He gave a great price for the work and supplied an installation date of 16 Feb. Mathew, Jack and George, completed the workn in a few hours to an exceptional standard and left the work area very clean and tidy. We are really pleased with the quality supplied by Stairfurb and the outstanding workmanship by Mathew, Jack and George from F&H intallations. Highly recommended.

All very helpful and responsive

This is my time. when I ordered i was doubting I will receive the order or not. Once I received i am really happy really experienced person to explain everything how to measure your stairs and I received angle finder protector on time and everything went well. I am really happy I will use again thank you very much I have to order custom post cover as well.

Really enjoyed the experience using Stairfurb, saw the reels on Instagram and thought they looked great. Went to the website and started the process and a WhatsApp chat which made the whole experience even better.

The whole design and ordering processes was very smooth. Installation work was done by a Stairfurb recommended carpenter, they were excellent too.

Came on time, very helpful when I had questions. All in all very good and would use again in future home developments

Stairfurb are a fabulous company to buy from x really easy guidelines to follow for measurements etc x with phone calls x facetime calls x e.mail and texts x someone from the company is always there to help and assist x we couldn't fault our experience purchasing our clamped glass staircase x delivery company gave you date / time options to choose from x they arrived early than expected x no damages x very polite delivery guy also x I would highly recommend to anyone to use this company x they won't be disappointed x

An excellent product.
The whole process was very very easy and the company gives you very specific details about measurements and getting your product ready.
In terms of fitting - it took my wife and I no more than 30mins to fit the balustrades... so easy. They look fantastic.

From start to finish was fantastic, stairfurb answered any questions straight away either by txt or phone call. The materials are of high standard, looks amazing, get a joiner to fit it .