ViewrailReviews of viewrail.com

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!!@!!!!

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...

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.

Our order for a floating stair system [many thousands of $$$] was dropped off a liftgate, by R+L carriers, while I was watching! So far, the ViewRail company has only offered us $100 to compensate for a delivery gone very wrong...the stair pieces were taken out of the carton by the guys delivering it. I called as this was happening and that's the advice ViewRail gave me, to accept the delivery no matter what...I think it's lawyer time!

Having a problem and then being dodged when there is a problem is not emblematic of good customer service. I ordered parts on a rush and the order was mishandled in-house and got lost. When I tried to find out what happened I was hung up on and left in limbo. I had to spend hours of my time chasing someone who could resolve my issue (if indeed it does get resolved.)

I WOULD NEVER RECOMMEND OR BUY ANYTHING FROM THIS COMPANY EVER AGAIN. Support is horrible after the sale. Couldn't get ahold of them. Wrong parts were sent. Was a terrible hassle to get support's help with anything and when we finally got replacement parts, the parts sent were incorrect. Step-by-step instructions are inadequate. We completed installation in spite of it all. I'm glad my husband is creative, handy, and has a lot of tools as he fabricated several pieces to make things work.

the worst experience! I ordered railing for one deck cable railing . 1st time I spoke with some one she had a dog barking next to her and i had to repeat my self and then I notice she was a little bit ususless to help in the design, so i said lets just forget its and i hung up, well she gave my number to someones else ERIC and he took over and told me that he could do everything i needed and them some, i was like ok lets try and see, well he said 11 business days sounds good right? wrong!!! 2 months later i finally got whole of him, he's was always away or unable be reach, then he said that my order was lost at ship center, and so they will re-do it, said how long again he said 7 days, well guess what the 7 day s went and here come the next excuse to me he's email to me ( After my supervisor and I dove into your order when we had the previous issue, he pointed out to me that the layout that we have quoted out for you is not something that is going to work with our system. We don't have the ability to have our runs ending in two R posts (wall mounted) as we previously discussed. We would have to have an "a" end post on one of the ends of the system, and have the post foot be placed right at the wall, as opposed to being mounted directly to the wall. Or, you could have "a" posts on both sides to have them look the same. my replay to him. I see!!! you told me that my order was lost or misplaced somewhere in your shipping center, correct? How did you manage to make the lost order, but now you can't do it? then his manager got involve Darby Showalter, well he's just a s useless as bag of hammers, boasting at he's company does 100 mill a year in business and so on, and even told me to stop complaining about Eric Dean because he wasn't laying to me, it was just a misunderstanding, he was a real a**hole!! If that order was made and was shipped to me somehow, but never made out of your lot, can you explain to me how you were able to make that order, but the new order to replace the missing order can't be made again? It cost about $6k which I paid half at front the other half when they ship the order, I'm so upset and disappointed by the company. This has been a nightmare. I do not recommend buying from them, buyer beware!!

THIS COMPANY IS TERRIBLE!!!! If you need railings go somewhere else. we ordered the railings for our project in January. We sent pictures, measurements, drawings etc. We filled out all of their order forms with dimensions as well. After we received the order in May! they were missing a crucial corner post. then after contractor began installing the posts he realized that most of the posts were made wrong and actually hung down 1/2 inch below the skirt board of deck. Also the corner posts were all made wrong as well. After several phone calls and emails with our salesman, we were referred to Amanda Xander in customer support. We explained the issues and she told us that they cannot alter the shoe plates. She then told us we would have to get all new posts and brackets. When we asked for drawings before approving the new posts she assured me they would be sent right over before the end of the day. After receiving nothing from her, 3 more emails were sent the next day. We finally received a drawing at 730 or 8pm the next evening. 3 more emails later to her with no response, we finally called again. She told me it would take another 2 days in engineering (for stock parts i dont know what they were engineering) and then an additional 7 business days till they would be ready for shipping! My customer has been waiting for these railings so she can list her home. what a terrible company to deal with. I asked if this could be expedited in any way and was told no. I will be driving 2.5 hours each way to get the parts as soon as they are ready because I believe in doing whatever I can to help out a customer of mine. This company obviously doesn't believe in this. The only good thing I can say is that they are willing to send the replacement parts at no cost which they should