Viewrail

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.

We had a very disappointing experience with Viewrail. After we signed the agreement, we paid a large deposit, and the project was passed to their engineering team. Over four months, progress was sparse. I repeatedly had to call their engineer for updates. Each of the designs they provided had some form of error in them. In the end, we cancelled our contract, and despite not delivering anything of value to us, they insisted on keeping $5,500. They also claimed our project was "impossible to deliver" due to changes on our end. The changes they referred to were changes they had requested from our main contractor. We felt very poorly treated by this company, and completely left in the cold. Viewrail did reach out in the end, acknowledged we were dissatisfied, and refunded us in entirety for the project. We appreciate that follow-up and in the end they did make things right for us.

Excellent Company to work with. Communication, shipping, and quality all excellent Both the treads and glass railings complimented this house perfectly. Will definitely work with this company again.

View rail was wonderful to work with. My project was anything but standard and Viewrail worked hard to come up with a solution, which they did. My special order arrived, was easy to install and looks beautiful.

The support in specifying and ordering was excellent. The installation instructions were detailed and easy to follow. The product quality is very high. My only negative comment is that getting 2 small washers that were missing cost $28 (including $15 shipping). Bad move when I’d just paid over $5,000 for their product.

Viewrail has always made the process so simple. The materials came in a timely manner, we were missing a few screws, so they gladly overnighted them with no issues. Always very friendly.

The speed and attentiveness at the quote and ordering part of the process was great. Once all the money was paid (not sure that was wise because now we have no leverage to get problems solved!) it was like crickets to get information as to why the order was taking twice as long as suggested. Once the order was in the installer was right there installing on the same day. Was pleased with that until I found out the glass railing they installed was not going to work with the design that we originally sent them to quote. Now we have to completely redesign the railing and that means complete removal and reinstallation of the glass railing. Huge delay and possible money waster. The customer service is non existent! I have no idea after several weeks of inquiry if they plan on doing anything about it. Also, the original order came without a glass panel and some other parts so even if it did work as designed we would still be delayed because of that.

Viewrail has the worst customer experience. I have been lied to, been given wrong information multiple times in regards to the status of my project, promised returned phone calls that never happened and have received no resolution to my issues. I continue to get the run around from everyone I speak with at Viewrail. The only way I would recommend Viewrail is if you enjoy being lied to, frustration, delayed projects and waiting for days for returned phone calls.

We used viewrail on a recent high end new construction project. The communication is extremely poor resulting in mistakes in the field and time which costs money. There are several people feom Viewrail that jump into the process but no one actually takes accountability and you're left with questioning who to turn to get answers. The product is beautiful but having this much trouble to get the install done outweighs this. The expected production/completion dates were not met which put us in a real tough position with a client that had a rate lock and needed to close by a specific day. We need ro replace the entire lower stairs because it did not meet code, something you would think they have accounted for in the engineering and planning of the stairs. Overall a really frustrating experience for both us and the client.

Great experience. From initial request to final help with installation the team at Viewrail was great. I highly recommend their products.

I bought a railing product and the Viewrail didn’t supply enough parts.(based on the drawing and dimensions I gave) I had to buy more washers, end bolts, etc and they charged me over $400 for some washers and termination bolts. I tried to dispute it but they wouldn’t budge until I was so persistent, they refunded $100. The only good thing was the actual railing. I expected a decent company to make things right, but some don’t.

My contractor went with Viewrail for exterior glass deck railing based on my recommendation from smaller interior job from a couple of years ago. First, smaller, job went very well. The deck railing job has been an absolutely disaster. One star rating is being generous, I would give them zero if I could. We've been at this job since September 2022 and it is still not resolved. This was a large and expensive residential job. Extremely poor customer service and lack of responsiveness. Multiple instances of shipping the wrong parts, incomplete product, late shipping, etc. There has not been one single aspect of this job that has gone right, let alone well. I can't attest to the final quality yet – though not optimistic – because, for example, Viewrail did not send cold weather gaskets even though the job was clearly in Michigan, so all the gaskets have to be replaced. We are still waiting for that because when they sent the new gaskets, they also sent different clamps, with no explanation. And are not responding to phone calls. This is one example of what has been going on for nine months. The whole thing is extremely disappointing and frustrating to me and my contractor, as well as the installers (who Viewrail represented as working for them all the time and being very familiar with their product when, in fact, they had never worked with them before). The entire job and process has been a cluster – and the worst part is that nobody at Viewrail seems to care about it at all. I understand that mistakes can happen. But there have been far too many mistakes and no accountability on the part of Viewrail to own up to them and address them promptly. My biggest concern is that I will have invested all this money (and trust me, this was very expensive) and time (nine months and counting) and will end up having to replace it with another system from a competent supplier. I am holding out a small amount of hope that the new gaskets and/or clamps will address the problem (the glass slips out of place over time ... does not stay in place), but my confidence has been severely eroded.