Viewrail 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.
Also known as
viewrail.com
Website
viewrail.com
Category
Manufacturing
Location
Goshen, Indiana
Listed on Five Star Index
2026
About these reviews
Replies
The company replied to 15% of reviews.
Latest
Most recent review: September 2026.
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Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
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While the product is beautiful, the customer experience has not been good at all. I had incorrect posts made after providing the designer with all pictures and requested information. I was then told I would have to pay to have custom posts built - isn’t that why you pay this expensive price tag for the system? Don’t be deceived by social media influencers that make it seem like you will get this great 1:1 experience as that is not the case. I have a black system and was sent silver hardware, and was missing hardware that is needed to install. All in all I love the product but the customer experience needs significant work.
JI
JinCali
Can't/ Won't ship the right components
HORRIBLE experience trying to get shipped the right components for our system. First, 1/2 the screws and the rods were "missing." Then once we installed the posts accoring to their #'d instructions, it appears that at least one post is too short. Dealing with customer service is as paintful as a million papercuts on your eyeballs. As a non DIY-er, paying a contractor for all these delays has been expensive. Pandemic or not, StairRail has some serious customer service issues that will cost you time and money. Look elsewhere for your railing needs. I wish I had.
JU
Justin
Lower than mediocre
One of the worst companies I have spent money with. There are no updates/status on your order. They fail to meet any expectations they set and can’t provide any answers on your order. There is no accountability in the company so if you have a problem they will offer zero help or solutions.
Response from ViewrailSep 28, 2020
Hello Justin,
We apologize that this is the experience you've had with us. We strive every day to meet all of our customers' needs, and obviously in your case we've failed to do that. If you are still having issues with your order, please reach out directly to [email protected], our Customer Service Manager, and she will be able to help you.
Thanks,
Viewrail
SL
Steve L.
$24k Deposit placed in May
$24k Deposit placed in May, but they still have not finalized specs for production four months later. Ridiculous!
Update: After 5 months from placing deposit, had to cancel order due to Viewrail’s lack of capability and responsiveness. Have to start from scratch with local fabricator. The only redeeming quality is They issued the refund without a fight. Time, energy and emotions wasted...
LS
Lucas S.
HORRIBLE!!
HORRIBLE!!! Read all of the other reviews and believe what they say.
Viewrail refuses to communicate and it is almost impossible to get ahold of anyone in the office. The design process was marginal at best, the shipping experience was ridiculous and I am still left with an incomplete stair railing system. No one will return my phone calls or e-mails all the while they were very quick to charge my credit card. I plan to dispute the charge immediately.
Response from ViewrailJul 23, 2020
Hi Lucas,
We deeply apologize for the issues you experienced. We strive to deliver a great customer experience and it sounds like we failed to do that in your case. In these challenging times, we are doing everything we can to serve our customers while keeping our employees safe. This has meant at times working with reduced staff which has contributed to a number of issues. While we realize this isn't your problem, we hope you understand that we have been trying our best to meet everyone's needs. If you still have unresolved issues, please reach out to our sales manager directly at [email protected] and he will make sure your problems get resolved in a timely manner.
JW
Jon W.
Never again
Horrible communication on expected ship dates. Weeks behind with no communication. Waiting for stairs to Arrive. so I can move in No commitment on when I will see them.
Response from ViewrailJul 23, 2020
Hi Jon,
We sincerely apologize for the issues you are experiencing. We work hard to deliver a great customer experience, and it sounds like in your case we failed to do that. In these difficult times with Covid, we are trying to balance an increase in demand from people looking to do home renovation projects with keeping our employees as safe as possible, but there is no excuse for not communicating well with our customers. If you still have outstanding issues, please reach out directly to our President of FLIGHT sales at [email protected], and he will make your issues are resolved in a timely manner.
SA
Simon A.
I have tried to get a couple of other…
I have tried to get a couple of other quotes on some other jobs and received not one call back or estimate. But I seem to get this though. Work on getting back to your customers or they will go somewhere else
Response from ViewrailJul 23, 2020
Hi Simon,
We sincerely apologize for the issues you are experiencing. We work hard to deliver a great customer experience, and it sounds like in your case we failed to do that. In these difficult times with Covid, we are trying to balance an increase in demand from people looking to do home renovation projects with keeping our employees as safe as possible, but there is no excuse for not communicating well with our customers. If you still need help with your project, please reach out to our sales manager directly at [email protected] and he will make sure you are taken care of in a timely manner.
JH
Jim H.
Post Installation and Review Summary - Find another system
This is a summary of prior reviews along with a summary of post installation problems.
As stated in an earlier review, the Viewrail Order/Delivery process was tedious at best. I spent hours on the phone and writing e-mails documenting shorted materials, damaged materials, color variances, and inappropriate credit card charges. Somehow Viewrail viewed this as normal and never seemed to acknowledge how much of my time it took to pull them along.
Installation went well but I have over 40 years of construction experience. This is a DIY system so be sure you know what you are getting into when you purchase. There's a "million" parts and pieces.
Finally post installation. I have been experiencing a persistent problem with cables that start out snug and tight but droop over time. After snugging up the cables once or twice the adjustment will bottom out. When this happens you have to disassemble the system, cut off the crimped screw fastener, install a new one on the now shorter cable, and reassemble the system. This only happens on the long side of my deck, the short ends have been fine. Viewrail was nice enough to sent 6 additional crimped screw ends for free. I since required more but Viewrail now wants to charge $5/ea. plus shipping. They also accused me of cutting the cables too long. I double and triple checked cable lengths before installation so I know they were as Viewrail prescribed. Stainless cable does stretch. The Viewrail system allows for the same amount of cable length adjustment regardless of length of cable run. The longer the run, the more stretch the cable will experience. If your run is over 30 feet you will likely experience this problem so DO NOT SEND YOUR TOOLS BACK for the $100 refund. Also get 10 or 12 extra crimped screw ends.
In summary, my recommendation is find another system - the Viewrail system just isn't worth the hassle!!
BY THE WAY, ORDER,DELIVERY AND ASSOCIATED PROBLEMS WERE PRE-COVID 19
Response from ViewrailJul 23, 2020
Hi Jim,
We sincerely apologize for the issues you experienced. We work hard to deliver a great customer experience, and it sounds like in your case we failed to do that. With the current situation with Covid, we've been trying to balance an increase in customer demand with keeping our employees as safe as possible. This has meant at times working with a reduced staff which has led to some occasional issues. We know this isn't your problem, and but we hope you understand that we have been trying our best to deliver great stair and railing systems to our customers.
As for your installation struggles, we appreciate hearing the feedback. This hasn't been a common issue that our customers have experienced, but we will take a look at this and determine if an adjustment to our install instructions is warranted.
If you have any outstanding issues, please direct them to our sales manager at [email protected], and he will ensure you are taken care of in a timely manner.
