ViewrailReviews of viewrail.com

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.

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.

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.

Viewrail helped us design a beautiful railing, even meeting with our contractor at a trade show where they both happened to be in town. The pieces of glass all came in as scheduled, without damage. The price was great compared to competitors and everyone from customer service all the way through the owner of the company were available when needed. Highly recommend.

$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...

We have worked with Scott on 3 occasions and he has been great to work with. He has a good understanding of the products he sells, easy to talk to and listens to what you are trying to accomplish. He has been very good with follow through and following up as needed. The shipping department (outside of Scott's area) has made a few errors and sent the wrong product or parts but Scott was quick to jump in and make sure any issues were resolved. I would highly recommend working with him on a project and we will do so again if we need anything else they provide.

Fantastic product and fantastic customer service. I am a DIY’er, and I just can’t believe I have created such a beautiful railing system in my own home. So glad I found you!!

We were resurfacing an existing deck and wanted to improve the view of our garden. We shopped several manufacturers and chose Viewrail for it's clean lines and were not disappointed. It's a beautiful product and the improvement over our old wooden railing system more than met our expectations. Our experience with ordering and product quality were mixed. Attention to detail during installation is required for a good result. Design/Order Process: I give them credit that the guys I worked with were patient. Our project changed a couple of times during the design phase and they were good about answering questions, updating the design, and making suggestions. Manfacturing/Shipping: I encountered several issues. The color we chose was a new one and it took a month to get the correct color sample. When the product shipped, the touch-up paint they sent did not come close to the product and I was told there were no plans to come up with an updated paint (which seemed an odd position to take) so I just have to hope I never need to fix a scratch. Though beautiful, we encountered a few quality issues with the product. As another reviewer noted, the threaded sleeves that the Universal Top brackets screw into were often clogged with paint or other debris causing the hex screws to bind. (Best to screw-in/back-out a little at a time as you go to clear the threads.) Paint finish on posts was perfect. Paint finish on handrails was a problem. Multiple paint defects caused for the most part by milling debris sticking to surface and being painted over. Must be a different line/crew producing the handrails. They were good about replacing the flawed pieces promptly and shipped free. Unfortunately the replacement was also flawed but I just gave up and tried to put the flaw in an less visible area. I like the product but their manufacturing and QC dropped the ball on our order. Maybe we were just unlucky. Installation: It's not rocket science and if you are "handy" you can install yourself but there is a premium on research, site prep and attention to detail when installing. Read all instructions and look at ALL videos/animations across all product lines before you start. Many of the videos are next to useless (none showed how to deal with 135 degree corner). I found a couple of the "Express" line videos were better than the "Signature" line videos and the animations on the connectors were more helpful than the videos. You must make sure you have an even/level surface to minimize alignment issues (older decks can settle unevenly) and adequate blocking where you will mount your posts. Use galvanized "structural" screws/bolts to secure blocking, not just deck screws which are weaker. Take time to make sure posts are exactly plumb and inline, especially if using narrow handrail. I went with the wider "beverage rail" and was glad I did because it hides small plumb/alignment issues better. There are lots of pieces to install when running a cable. Lay everything out and check twice before making the final crimp or your neighbors will hear the resultant cursing. If you do your longest runs first, you can always clip a cable and use it in a shorter run to salvage cable/connectors. Be careful to correctly measure/cut cable length exactly per specification and measure at top and bottom of post to catch out-of-plumb conditions. A little too short and it won't reach. A little too long and you will run out of adjustment when tightening. Cut pieces as you go. If you cut 20 pieces and find that all are 1/4" too short you are out of luck. Be careful when opening the spools of cable because steel cable will tend to spin off when tension is released. Making/buying a wire dispenser with a brake is worth the effort. It may sound like a lot but it mostly comes down to following directions, being careful and paying attention to detail. We are very happy with the end result.