ViewrailReviews of viewrail.com

So incredibly frustrated with Viewrail. Their instructions are incredibly complicated and not personalized, their quality assurance is terrible - they sent me the wrong parts, and trying to get it fixed was a nightmare. There is only one person who deals with installation help, and it takes him a week to respond to emails and texts. They do not seem at all interested in actual customer support. It has taken me over a month to install my railing because of the countless errors and delays in support. I would never recommend them if you value your own sanity.

Very frustrated with the outcome of the product I recently purchased. The pieces came mis-labeled on almost half of them. Half of the posts for the railing have no holes drilled for the cable. The ones that do have holes, half of them have 14 drill holes and the others have 7. Complete disaster for installation and now fabrication has to be done in order to make the product work. I have learned that this is a common issue with Viewrail and I will certainly not be ordering another product.

POOR CUSTOMER SERVICE AND BAD PRODUCT. Order stair treads for our model home we built. After just 1 month after installation I started to see cracks on both landings. Called to ask them to send someone to fix them and was told because we had stained them and not them the warranty was void. There was never anything in writing in their ads or instructions that says we could not have our stain person stain them. Buy from someone local that will stand behind their product.

BUYER BEWARE !!! Don’t be fooled by the pretty pictures ! This is one of the worst companies to deal with. One major mistake after the other and they could care less about customer satisfaction. It was required that we use their ”certified“ installer and he basically skipped town after receiving our deposit. I have spent the last 4 weeks calling corporate trying to get my money back while addressing all the errors with our order. They sent incorrect material and delayed our job… the list of screw ups goes on and on. I keep hoping management will step up and do the right thing but after 4 weeks its not looking likely… Hey Len Morris (CEO) if you reading this please call me theres so much more I’d like to tell you. You should be concerned if this is the way your company does business.

I was looking to add a glass and metal rail system to my small home project of duplexing my apartment with the basement. Called up Viewrail based on a friend’s recommendation. Good response time to request a quote. I gave Damon my dimensions and what I was looking for. He got back to me with a quote a bit higher than I was thinking it should cost. I asked him a couple questions via text and that’s where it ended. No “I’ll get back to you” or “let me work on that”. Just no response. After 3 days of no contact, I called another company, that came back with, not only a lower quote, drove a rep to my home to discuss my options with installation as well vs. Viewrail’s install it yourself cost.

I am providing this rating on two factors: (1) how long it takes them to actually fabricate and (2) how pathetic their delivery process is. 1.) Design / Fabrication They provide a template with design data you must submit. My team did and they got the orientation backwards ("a software problem" which would have been mine if I didn't point it out). It took over a month of back and forth before they 'finished the design' and we could 'schedule' productions. Despite requesting expediting my order (it was placed a long time ago), I was told Black Friday Deals were pushing things out. It took a MONTH before they finished. 2.) Delivery was horrible (check out the photos) a.) I repeatedly tried to reach my project manager to get the delivery ETA. He didn't respond by SMS, email or phone (I tried them all, multiple times). Finally he provided a vague "it should already be on its way" after few weeks. b.) There was NO programmatic update telling my order was out for delivery. Are you kidding me? This is a $25k+ order!!!! c.) the shipper calls the night before and demands I be prepared to receive 5 pallets the next day! Really? I asked for more time to ensure I had a crew and excavator only to be told I could have one extra day or be charged storage. Seriously??? d.) when the shipments arrived, they were mislabeled: - still reflecting an original contact and company that placed the order a year prior and was no longer involved. I had asked ViewRail to update the contact to me multiple times but they failed to the end. e.) the shipper had packages strewn throughout the truck and no clue where things were. I actually had to get on the truck and search. Further I had to move things WITH THE DRIVER! f.) View Rail did a terrible job packaging an expensive shipment. Clearly there is no concern for getting me the product in good shape. I would never order from them and will never do so ever again!!!!!

After my previous post (Updated Sep 17, 2024 Wobbly and Unsafe Glass Railings, Compromised Deck Waterproofing: My Experience with Viewrail), I am surprised and disappointed to find that my outstanding balance was sent to a debt collector without any response or resolution of the issues I raised. This experience has left me highly dissatisfied, and I strongly urge potential customers to reconsider working with Viewrail due to the following reasons:   1. Remote Operations: The remote working model led to numerous iterations, causing delays and inefficiencies.    2. Local Installers' Expertise: Viewrail relies on local installers who may lack the necessary expertise for installations. In my case, holes were drilled into my balcony, voiding the waterproofing warrantee instead of doing it by mounting brackets. Let alone current railing wobbles causing security concerns   3. Vendor Exclusivity: Viewrail products are proprietary, limiting options if issues arise. I recommend considering alternatives like CR Laurence, a reputable parts company that offers broader compatibility with skilled local installers.   After investing $50,000 in this project, I now face an additional expense of $21,000 to redo the external railing—just as the rainy season is approaching.   I hope Viewrail takes this feedback seriously to improve their service and avoid similar issues for future customers.

The product finally received was good. However part of the order was missing and part of the order was wrong that View Rail billed me for. My carpenter was able to purchase screws to make the railing fit. I returned the portion of the order that was not ordered. It was a hassle to get this done and View Rail wanted me to pay a 50% restock fee. I protested this because I didn’t order what I wanted to return. View Rail agreed and was supposed to refund me about $250. Months went by and I followed up with Phillip Hardesty and he shuffled me to Pam Harmon who has totally ghosted me. Not a good way to do business. I would not recommend this company!