ViewrailViewrail crafts stunning floating stairs and modern railing systems that instantly elevate any space. As a fully-integrated manufacturer, Viewrail’s design experts can guide you through every stage of the process from initial designs and engineering through finished installation.
Viewrail (viewrail.com) has 391 customer reviews on Five Star Index, with an average rating of 3.9 out of 5.
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Manufacturing · Indianapolis, Indiana
Excellent
Manufacturing · Fillmore, Indiana
Excellent
Manufacturing · EVANSVILLE, Indiana
New
Manufacturing · Crawfordsville, Indiana
New
Showing 70 reviews with 1 star · Clear filters
Lacohn A.
WORST CUSTOMER SERVICE EXPERIENCE EVER! Inaccurate quotes and extremely long lead times. Expect your project to cost you 30% more than you were originally quoted, without you making a single change to the plans. Save yourself the nightmare of working with this company and choose to buy elsewhere!
Erica W.
They are super super slow and they wasted us 6 months. We paid more than 20k as deposit and now after 6 months the project is still in design phase and production hasn't been started yet. I am considering how to get my deposit back. By the way, the designer rarely deliver his drawing on time as he promised. We have to chase him again and again. And the sales person recently didn't provide the price details to us until we asked 3-4 time and scheduled a phone call with him. I don't know what's wrong with this company. But I want to say, if you want a happy and healthy life, stay away from Viewrail.
Jeffrey M.
Send numerous emails, never received a reply. Finally managed to get through to someone at the company who transfer me over to someone who supposedly would deal with the request. God, voicemail and again no response. If it is this difficult to try and get a quote, I can only imagine how bad the follow up service and everything else will be.
Liesl B.
Delays in communication, internal miscommunications leading to significant delays, shoddy material, lack of important information...I am dismayed at the cost compared to the quality and professionalism. For the price, I would have expected that we would have been dealing with a company which would be eager to provide a quality product and expertise which would improve our project, not make it the incredibly frustrating, time-consuming waste of money that is has been.
Response from ViewrailMar 27, 2024
Dear Liesl, Thank you for reaching out and sharing your experience with Viewrail. We are truly sorry to hear about the delays in communication, internal miscommunications, materials, and lack of important information you encountered during your project. This falls far short of the standards we set for ourselves, and we sincerely apologize for the frustration and wasted time this has caused you. We would like to better understand the situation and have requested more information such as your order number or contact information of record. We are committed to understanding each of our customer's journey and making things right whenever possible.
Paul H.
This company is a complete disaster. I highly recommend that you run the other way and find other options. My small project took 6 months to complete, the result of multiple engineering mistakes that required remanufacturing to 8 of the 10 posts in the project. Of course, the issues weren't identified until after the posts had been installed, so there was a great deal of additional labor, all at my expense. In fact, they tried to charge me for the reengineered posts at cost, which I refused to pay and they ultimately acquiesced. When the problem surfaced, I was referred to the engineering department, who were slow to respond and difficult to effectively communicate with. I reached out to the salesperson, Lauren, who refused to take my call, telling the assistant that I had to work with Engineering. Obviously, she is getting many of these calls. At one point they sent out a supervisor, who freely admitted that the engineering group "didn't know what they were doing". This was a project in my own home, but if I were a contractor this would have cost me a fortune in lost labor, and the based on the amount wasted materials from Viewrail I am guessing that this wasn't a profitable job for them either. While the product is nice (but not anything over and above what is advertised) It is shocking to me that they are still in business, based on their service. I only wish I had seen the other reviews here before I decided to use them!
Response from ViewrailJan 3, 2024
Dear Paul, I want to express my sincere apologies for the challenges and frustrations you experienced with our company during your project. Your feedback is incredibly valuable, and I appreciate you bringing these issues to our attention. I am truly sorry for the multiple engineering mistakes that led to the extended timeline of your project. This is not the level of service or quality we strive to provide, and we understand the impact it had on your time and resources. The miscommunication and slow response from our engineering department are unacceptable, and I assure you that we are taking immediate steps to address these issues internally. We are committed to improving our processes to prevent similar situations from occurring in the future. I understand your frustration with the difficulties in reaching your salesperson, Lauren, and I apologize for any inconvenience this caused. We will address this communication breakdown and ensure that our customers receive the support they need from our entire team. Your experience is not reflective of the standard we aim to uphold, and I am genuinely sorry for the disappointment and inconvenience caused. I will forward your review and information to the Northeast regional leadership so that they can assess the situation, they may be reaching out to you directly. Thank you for sharing your feedback, and we hope to have the opportunity to rectify the situation and regain your trust in the future.
RG
Ordered $20,000 in wood stair treads. Some had some visible damages, so we ordered replacements. They ensured us that the order would be expedited and we could expect the replacements in 2-3 weeks. 6 weeks later we received the incorrect treads. They were "double checked" by Viewrail and for whatever reason they were not like for like. Our client has now made the decision to not pay us for the stair system and we are forced to eat the cost. View rail has yet to figure out reasonable solution for this issue.
Nicole K.
The worst customer experience ever. They continuously dropped the ball in the design of our balconies and stairways which are now costing us thousands in delays. You will have to be on top of them continuously to get drawings approved, and their siloed approach to managing customers is extremely frustrating, and they continue to point the finger and take no responsibility. I would think twice before using this company.
Brin S.
Disaster. Incompetence. Poor manufacturing and wrong materials shipped.