Story In Steel store reviewsSee product reviews

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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.

Complete hassle dealing with lack of customer service. There was no place to upload photos, then had to submit photos 3 different times. No response from customer service on emails I sent (no phone number available to call). Only response I received was after I submitted a bad review in comments on a social media post. Didn’t receive my second picture. Has been an absolute terrible experience dealing with this company

THANK YOU!

I appreciate the detail in the packaging, knowing it was shipped safely.

Loved the communication and that it came right before Christmas!

Response to inquiries takes too long

Communication was unpredictable. And ultimately, the design that arrived, was NOT THE SAME AS I APROVED

Very happy with this!

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All is great!

N/A

Na

Great

Excellent picture we love it.

The work was completed on time and was even better than expected! Very easy process.

Thank you

You may it so easy. You sent the proof very quickly. I even got these in time for my wife's CHRISTmas!