Viewrail Avis 395

When we ordered the railing for our deck, there are a few parts we missed (our mistake). Trying to track down those parts and get them so we can complete our deck has been a nightmare. Our contractor has emailed, been on the phone, sent pictures- and now... nothing. Communication started great but now viewrail won't respond or follow up and we still don't have the parts. Incredibly frustrating.

Overall experience was great,everyone was very helpful.I had a little trouble with the instructions,which caused some damage to the oak sill I had made for the railing to sit on.The instructions never told you when or how to install the beverage hand rail,so when tightening down the stainless steel rods it caused the one post to be pulled in which pulled the anchor bolts to pull up & damaged the sill,they have since changed the instructions on when to install the top railing.The company paid for half of the oak sill.

I received my first order from viewrail well over two months ago. I have been dealing with hardware shortage issues during that whole time. This company has a great product but their shipping and their customer service is terrible. I continuously have to contact them to send me the products that I need. I have a 90 foot deck overlooking Suttons Bay, Michigan and that new deck includes the Viewrail cable system along with a 5 foot wide stairway. I am still waiting for termination washers, Cable stops and stainless steel washers so that I can finish my project. The order was placed two weeks ago. I am now almost into the July 4 vacation week and have quite a lot of family coming up and have an unfinished rail system because of hardware shipping. Our new composite deck along with the viewrail cable system was supposed to be Beautiful and eye-catching but with an unfinished rail system it’s just an eyesore. It seems as though their representatives work from their houses. So to summarize, great product with very bad service from the company.

The railing is great but the response is sad. Chad started great with me but now has ignore my request in just trying to buy the railing. Avoid him as much as possible. Trying to reach out to another sell person has been a problem too. SAD!

I can’t say enough great things about the ViewRail team and their products! Chad and Jasmine were each incredible to work with in their respective sales and scoping phase, and the engineering, manufacturing and shipping stages. We received the railings earlier than planned, and they were just plain beautiful once setup. Highly recommend this company and I will definitely come to them for my next railing project!

This is a great product. Outstanding Technical support, good drawings and instructions guided me through the rather complex installation. The only problem I had was damage during shipping that prevented me from completing the installation. The company ordered new parts to replace the damaged parts without hesitation. Great product, great support not so great shipping.

High quality products, easy to install for professionals! Satisfied customer!

Excellent product!!! High quality and looks fabulous! Do not be afraid to order this system online.

As an installer, after 3 incomplete or wrong shipments, my clients have spent now over 3 months without having to walk around the outside of their house to get fom the main floor to the upstairs floor... It hurts me to say i cannot suggest anyone buy from them. The reason it hurts is that the parts of their system that did arrive correctly were some of the most well thought out and designed/engineered I have seen in 20+ years of building high end custom homes... however, if they can't get the order right the first time.... make your own call...

Viewrail is a quality company easy to work with
If they make a mistake there quickly corrected
And able to work with the same team start to finish

I was very pleased with the help I received in determining the materials needed for my two exterior decks. Everything was shipped on schedule and all parts received. This was a very good experience and amazing that it all worked so well with all the supply chain issues. The finished product on the exterior decks highlighted the architectural lines of our new home. Looks fantastic! I highly recommend Viewrail.

The whole experience was great! Appreciate the support in planning, shipping, and even post receipt of materials.

The material itself is good quality, however I had issues with incorrect materials being sent multiple times. From the post, to the screws, to the post bolt covers, I had to wait long periods of time to get the correct materials to complete the project. I also had to wait long periods of time to receive instructions and clarifications on issues that I had with installing the project. The videos they provide on YouTube aren’t always up to date with the materials they send out. They definitely need to update their videos references.

Everything went well great quality foolproof instructions great service.

Stop. Do not order anything from this company.
They were 4 months past the delivery date. The inside glass panels were made incorrectly and didn’t fit at all. All they could say was “well, you signed off, so it’s your own fault”and never offered an apology or a way to compensate , so we had to make brand new templates and have to them made locally.Still waiting….
Our outdoor glass was awfully late too. To add insult to injury, we paid them for caps over the glass and several weeks later, they are not shipped. Our entire project is late costing us thousands of dollars every month. THEY DO NOT CARE.

There were certainly a few challenges with my project. Firstly, with a staff change at Viewrail the project fell off your 'radar screen', and had not yet been started on the date I expected it to be delivered. Secondly, there was damage during shipping on the large railing and delivery of the replacement seemed to take forever (due to shipping issues).

However, I was really pleased at how responsive the staff was to my issues. Once it was realized that you dropped the ball, the project was immediately done and shipped within a few weeks. Likewise, the damaged railing was rapidly replaced and shipped ASAP.

The process of designing the project, and the extensive resources for helping me put it all together have been great. I do have another project (a year or so out) and plan to have Viewrail work on it. Special thanks to Daniel Stech for all his help and quick response to the issues.

Caveat Emptor. This company preys upon unsuspecting consumers. I purchased a floating staircase for a newly purchased house and learned the hard way (after hiring a lawyer) why they put the following clauses in their contract:
“Viewrail understands time is of the essence but is not responsible for costs incurred by the contractor due to delays in production, shipping or installation of our products”
“Arbitration: Any controversy arising out of this contract or breach of it may result in arbitration, under the rules of the American Arbitration Association applicable to the construction industry at the Contractor’s option. Judgment on the award rendered by the arbitrator may be entered in any court having jurisdiction. All arbitration expenses incurred by Contractor, including attorney’s fees, shall be paid by the Contractor regardless of the outcome of the arbitration.”
Employees within the company do not communicate with each other, processes are broken and management seems oblivious. My project was delayed by over a month, and not by COVID, but by the lack of communication within the company itself. I had signed off on a stage only to be asked by someone else at the company at a later date to sign off on the same stage again. Trying to straighten this out cost me over a month’s delay and a week’s stay in a hotel because I had already moved into the house by that point.

You thought of everything needed including step protective covers!

Very unprofessional sales individuals. Got paired with someone by the name of Eric. Called him several times bit didn't hear back once. Quite expensive. Ended up going with glassupply.com

All of my dealings with Viewrail were good. They were very responsive and knowledgeable. They stepped us through proper measuring and even had us send pictures of the deck walls that we are replacing. The only reason that I'm not giving them 5 stars is because their shipping company was extremely slow to pick up our order plus the shippnig company only called 40 minutes before they were to make our delivery. We weren't in town so I had to quickly arrange for someone else be at our place and to help them unload the truck. The other reason is that we live in the NE and have not installed our purchase or even opened the container to make certain that all parts were included.