ViewrailReviews of viewrail.com

Caveat Emptor. This company preys upon unsuspecting consumers. I purchased a floating staircase for a newly purchased house and learned the hard way (after hiring a lawyer) why they put the following clauses in their contract: “Viewrail understands time is of the essence but is not responsible for costs incurred by the contractor due to delays in production, shipping or installation of our products” “Arbitration: Any controversy arising out of this contract or breach of it may result in arbitration, under the rules of the American Arbitration Association applicable to the construction industry at the Contractor’s option. Judgment on the award rendered by the arbitrator may be entered in any court having jurisdiction. All arbitration expenses incurred by Contractor, including attorney’s fees, shall be paid by the Contractor regardless of the outcome of the arbitration.” Employees within the company do not communicate with each other, processes are broken and management seems oblivious. My project was delayed by over a month, and not by COVID, but by the lack of communication within the company itself. I had signed off on a stage only to be asked by someone else at the company at a later date to sign off on the same stage again. Trying to straighten this out cost me over a month’s delay and a week’s stay in a hotel because I had already moved into the house by that point.

You thought of everything needed including step protective covers!

Very unprofessional sales individuals. Got paired with someone by the name of Eric. Called him several times bit didn't hear back once. Quite expensive. Ended up going with glassupply.com

All of my dealings with Viewrail were good. They were very responsive and knowledgeable. They stepped us through proper measuring and even had us send pictures of the deck walls that we are replacing. The only reason that I'm not giving them 5 stars is because their shipping company was extremely slow to pick up our order plus the shippnig company only called 40 minutes before they were to make our delivery. We weren't in town so I had to quickly arrange for someone else be at our place and to help them unload the truck. The other reason is that we live in the NE and have not installed our purchase or even opened the container to make certain that all parts were included.

My entire experience with Viewrail was positive. My order came quickly, the components are extremely high-quality, and the customer support was exceptional. I will buy from this company again!

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.