Viewrail Reviews 394

I ordered railing to replace an existing railing in my home last year (2021). I’d like to start with what I liked about Viewrail before sharing how the experienced unraveled.

They had excellent customer service out the gate. The inital person I dealt with (Mark Wilson) was super patient in answering all my questions as a DIYer and was understanding when I needed more information at each step of the process. The other thing that went really well was the quality of the product. It’s stunning and I really wish the rest of the experience mirrored the quality of their products and my initial interaction with their customer service. But that is where the positives ended.

After I paid, I was transferred to another person (Kimberly Grubb), who quite frankly acted like she was too busy and important to be bothered with my questions. At one point on the phone with her, I had a question about how the slope of the railing was determined because I wanted to make sure I didn’t approve the order without having that clarified as it was slightly off the numbers I gave them. She told me (in a condesending tone) “I don’t know. I’m not an engineer.” I explained that she was my point of contact with the company so perhaps she could ask the engineer who developed my plans. This stage of the process was stressful and I felt uneasy approving the final order but out of pressure from her to approve, I did. I should have trusted my gut and pushed for more time so I could double check everything because it ended up with me having incorrect post sizes (more on that later).

Fast forward to the delivery, I ran into several issues. There were a few pieces missing, which they did send out after a few weeks, but even worse the handrails were completely missing. It took a couple weeks to track them down and the box was severly damaged and taped together. Thankfully, the handrails had mostly surface smudges, however, one was gouged. Their solution was to send wood filler, which looks cheap and is really obvious. The board arrived damaged and they should have sent me a new one.

My review would have been 4/5 stars at this point, as stuff happens, but the final issue is why I rated them the way I did. 2/3rds of the posts I was sent were 42” (all of the flat posts) when they were supposed to be 36”, which was the measurement I initially provided from the existing railing. After pulling the California building code (where I live) and confirming that they indeed sent me the height for a gaurdrail and not a handrail (which all of these were the latter), I alerted my new contact (Wynton Edwards…yes, a third person) and all he did was argue with me an give me the run around. He actually sent me screenshots of guardrail and handrail information from a commercial safety product company based in Wisconsin as his backup that 42” was correct, while I was sending him direct language from the California building code CRC 312.1.2, which states "Where the top of the guard serves as a handrail on the open sides of the stairs, the top of the guard shall not be less than 34 inches and not more than 38 inches." It is not supposed to be more than 38” because the rail is serving as a handrail. They were only referencing one part of the code (about guardrails) and ignoring the part that pertained specifically to my project.

I eventually gave up because they wouldn’t offer anything except a discount on a reorder, even though they sent me the wrong size flat posts and not what I had requested in my initial communication. It was approximately $6.5K project, which is a substantial amount of money for me, and I felt that once they had my money they didn’t care whether or not I was a happy customer and that my order was correct. I would not recommend this company to anyone and have discouraged family and friends who were considering using them.

The product is awesome and we love how it looks in our area. Buyers should note that the lead time listed on the website is not exactly the lead time they may experience. There is a process once your order is placed for drawing production, review and customer sign off that has to be taken into consideration. This is a necessary process, however we were not informed of this when we asked about the lead time as stated on the website. Not an issue but something to be aware of. The team at View rail was awesome to work with and I would highly recommend this company and product!

Whilst in Orlando to do some maintenance work on or villa I ordered spindles to replace some that were broken on the 4th Jan, as I’m from the uk and was returning on the 10th I paid extra to get them next day delivery unfortunately these didn’t arrive only to receive a email saying they’ve been dispatched on 11th.

Good parts take off and went together smooth! I liked the viewrail better than other cable rail systems I’ve used. Good product and service.

Company was informative and provided great support. Emails and phone calls were answered in a timely manner. And, the product was delivered exactly as intended.

My wife and I took down a 40 year old railing that was on a balcony overlooking our great room. We replaced it with a Viewrail rod railing system. The system was easy to install and the transformation was unbelievable. Starting with ordering, delivery and technical questions your employees were extremely professional and knowledgeable. We will and have recommended Viewrail to others.

Installing a Viewrail kit was a great experience. Having never installed a rod-rail before, they thought of everything. Their instructions were easy to understand and follow. Logan Campbell was the best! He helped design our railing and followed-up on every step of the process.
We couldn't be happier with the results! If you are looking for an all-in-one installation kit, Viewrail is the one!

The support was excellent throughout our project, from design/layout to final install. It was very helpful to have someone that we could reach out with questions. The project looks very good, very modern.

Worst Customer service I have ever seen . These reviews on this site have to be All fake. My job was started October 1st and still not done Stringers the wrong length and have to be remade ,Glass panels don't fit ,Treads need to be remade and 2 months later still not done .Installers just left and left everything laying around the house like we are supposed to stop All other trades until they decide to come back . Horrible experience and you have to pay in full before they will process your order Now I know why

I am a repeat customer, so that should tell you a lot about what I think of Viewrail. I like the quality and appearance of the product. I especially like the tensioning system for the cables.
Getting what I ordered from Stair Supplies was a struggle because someone at the company dropped the ball - twice - and they had to resend components. But in the end they made it right.
Two of the cable runs on my handrail system intersect at an angle of 120 degrees. The brackets for attaching the handrail to the posts can only accommodate angles of 90 or 180 degrees. Stair Supplies was not helpful in solving this problem. I had to go to a local machine shop and have a custom bracket fabricated. Why couldn't Stair Supplies do that for me?
I don't like the pricing scheme for the products - all components for the system are lumped into an order and you have to pay for them all whether you want them or not. I would prefer to buy each component ala carte.

I feel the same way the contractor in Austin, Tx (Nov 8, 2021) felt when some of the parts were never in the original order, which delays my contractor to finish my stairs. Then when I tell them they did not send the correct parts, and I was told they are on backorder NOT because of the Pandemic....And then when they do have the tiny couplers parts in stock, that weigh less then penny, they ship more them slow boat...5 days, A WEEK TO SHIP to get these crazy small couplers, WHY SINCE IT WAS NOT MY FAULT AM I WAITING ON A SHIPMENT THAT COULD HAVE BEEN OVERNIGHTED!!@!!!!

The quality, selection, and process is excellent. One of my posts arrived with a metal filing in the paint that was visible and sharp so once I sent pictures, the replacement process was extremely quick.

I am building 2 new custom homes in Austin, TX and my experience with Viewrail has been abysmal. I'm not even finished installing and I already massively regret my decision to go with them.

Each of my orders has had a large number of missing parts; while I audited the packing list upon arrival the problem was that the order was never put together correctly on their end to begin with. This is incredibly frustrating because it means you don't discover the parts are missing until the installation work has started. My stair order was even completely missing instructions, and escalation to a manager was necessary to get the correct documents after an initial failed attempt to get them.

The order process is also incredibly opaque and frustrating. My stair order was delayed for a week and a half due to non-responsive project management; they kept blaming engineering, but they turned around their part in a couple of days. A sales person put together an $11K quote for railings for me, and when I asked to see a list of everything I was getting to double check cost, choices, and quantity, he said he couldn't do that. So I had to put together the order myself using their online store, and it turns out the store doesn't let you specify some of the key details that need specifying.

Where I am most disappointed is in the responsiveness and support to these issues. They don't seem to understand how much time and additional money it costs when these projects stall out (e.g. bringing out workers who get stuck for the day, having to make several trips to a specialty fastener shop, and reverse engineering how they messed up my order). I am currently dead in the water on some railing parts, and they are telling me 5-7 business days to produce the parts and I just had to pay out of my pocket for overnight shipping to avoid another 5-7 day wait on shipping.

I was pointed to Viewrail via Matt Risinger's YouTube channel. Based on that and the cost, I was expecting a premium experience. I spent half the money I spent on Viewrail on 2 full IKEA kitchens, and had zero missing parts or problems with the latter! I am absolutely beside myself that the expected experiences here have been totally reversed...

Great service from shipping and technical sides. Retuned calls and emails promptly. Well engineered product which was easy to install with clearly provided directions.

Quick update on an initial rough experience getting materials and communication with someone that can help on my cable rail project.

Albeit a variety of items were missing initially and a bad post, they made right on it and replaced those units. The end result was a nice DIY projects, utility, and look.

I have information that my order was shipped 10/13/2021. It is now 10/30/2021. No one can tell me where my order is or when I will receive it. Very poor communication, or none at all from the company. It seems that no one can see where my order is or when it will be delivered.

The folks at Viewrail were very helpful and professional! Their website clearly described their product and showed what they could do. The Staff at Viewrail were very responsive and helped answer questions during the ordering and shipping process. They even sent stained wood samples for the stair treads.
Once their product was ordered, they kept us informed as to when everything would arrive, which it did without any problems. Thank you!

Great product, great customer service, easy installation.

Great product. Great customer service.

I am extremely pleased with my Viewrail solution. It was easy to order and affordable. The solution had great video installation instructions making it easy to install. I have received compliments from everyone who sees the rails and I couldn't be happier. Your customer support was first rate. A "10 Star" all the way around!