ViewrailReviews of viewrail.com

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.