Story In Steel store reviewsSee product reviews

No

We did have a delay in delivery and it did not arrive until after Christmas, but I understand that it was a close timeline.

No

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Quality assurance checks for every order. Backing board had one hole not drilled through. I fixed it but not everybody has the tools to do so

Awesome product

Fantastic experience

Customer experience is dismal, at best.

Delivery was a week late but it was the delivery company's fault.

Promising an art piece will be there before Christmas and then nothing is terrible. Your customer support is terrible. Your notification about items being late is terrible.

They forgot to make my order and caused me to work too hard to get my wife's gift. If I hadn't complained, I would not have received my gift. It took over a month to ship my order. They made it right in the end, the product is great, but I shouldn't have had to drive the team to get me my order. It took three emails just to get a response.

order process was easy the rest as far as tracking and alterations not so much. Sent me the proof I asked for changes nothing was done just sent right back for approval. So I took as is. Along with not getting the date on the bottom that I paid the extra money for.

👎

Good product, terrible customer service, and you definitely need to have a couple months time before you want it!!

I placed my order, which I have to say was more than I wanted to spend but the thought of gifting something so nice was worth it. The next day I received an email saying I hadn’t paid enough, then when I questioned it, I received an email 4 days later explaining I paid for 1 person and not 10. Which I had done. I paid $429! I asked to have a manager contact me cause there’s no way to call them. No one ever did. I didn’t get my proof within 24 hours that I spent the extra $15 to get, I didn’t get updates on the shipment and on 12/24 I received the package at 5:00 pm with no notification whatsoever; thinking I didn’t have a Christmas present for the person I bought this for. I would not recommend and still haven’t been contacted about why I was asked to pay more.

You over promised, and under delivered.

no

Never Ever Again !! Very disappointed with the quality. But most of all with the lies told by Nolan Smith and customer service. Was Guaranteed (yes they love to use that word) more then once I would have it by Christmas. A general email went out saying that had a backlog, but still would get by Christmas. Then I received another email saying that my fingers design did not meet their standards (shocking since one I received was very poor quality craftsmanship) to ship and that it needed to be redone (4 days before Christmas) but that I would be put to the very front of line of all orders. However, even being front of the line and still four days out before that they would not even be able to overnight it and arrive by Christmas. Thus breaking their “guarantee” nolan Smith said all he could do was ship it to receive after Christmas or just cancel order. No discount, no nothing. Just accept fact they broke their word or get nothing. He gave me yet another guarantee. I would have it on the 27th. Did I receive? Of course not. Truly shameful to use a word like guarantee and it mean nothing. I tried several times to reach Nolan Smith customer service and no response was ever given. While Nolan Smith was somewhat reachable at beginning before Christmas, he became impossible to reach and still to this day has never returned any of my correspondence about the delay and not being on December 27th. The piece finally arrived on the 29th. Five days past first guarantee and two days past second day guarantee. It is clear this was all about greed and taking orders as many as they can by giving false hope and guarantees. To compound the matter the piece was done so poorly it was only worth to be put in the trash as customer service refused to reply to my emails. Just awful. Please never use lies like guarantees to market your business. It’s lies and unfair to the unsuspecting customer. Nolan Smith should be ashamed how he handled the matter. I advise all to find a competitor and to stay away from Nolan Smith and his company. Terrible experience, terrible customer service and very poor product.

I’m requesting a credit from my credit card company. I reached out with Jo response because the final item o received did not match the proof. I’m extremely disappointed.

easy to order. Absolutely beautiful work.

Did not meet expectations

Shipping info was vague and hard to follow until the last couple of days

It was Christmas and Story in Steel was busy with orders, so likely not a fair assessment. My order had delays for some reason. I would have appreciated interim order updates.

Wish it would have made it prior to Chrismas. I ordered it with what I thought would be plenty if time. I will fir sure try to order future portraits earlier.

I have one of my dog who passed in July and it is so completely her features that it’s just amazing to me that such detail can come through in cut steel. Love it!

Quick to get back to customer when I had a question.

Top notch Customer Service

Poor customer service.

Didn’t send the hardware to mount the board to the steel. Reached out and have gotten no reply. Can’t even hang it for my wife until I figure something out

Would highly recommend!

Exceptional!

Love it!!

No

Had I known this question was next - I would have put my service complaints here - who knew? Then I would have given the gift a 5* rating and this a 2* rating. The option to "Go Back" doesn't exist... so... oh well.

Kept their word on delivery before Christmas. Great experience. Will be back.

Would definitely recommend to anyone!

No

Very easy to work with on corrections before printing.

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When it appeared that the item would not make it for Christmas, the staff made sure that it did. Arrived just in time on Christmas Eve.