ViewrailReviews of viewrail.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.

I am a repeat customer, so that should tell you a lot about what I think of Viewrail. I like the quality and appearance of the product. I especially like the tensioning system for the cables. Getting what I ordered from Stair Supplies was a struggle because someone at the company dropped the ball - twice - and they had to resend components. But in the end they made it right. Two of the cable runs on my handrail system intersect at an angle of 120 degrees. The brackets for attaching the handrail to the posts can only accommodate angles of 90 or 180 degrees. Stair Supplies was not helpful in solving this problem. I had to go to a local machine shop and have a custom bracket fabricated. Why couldn't Stair Supplies do that for me? I don't like the pricing scheme for the products - all components for the system are lumped into an order and you have to pay for them all whether you want them or not. I would prefer to buy each component ala carte.

The quality, selection, and process is excellent. One of my posts arrived with a metal filing in the paint that was visible and sharp so once I sent pictures, the replacement process was extremely quick.

Quick update on an initial rough experience getting materials and communication with someone that can help on my cable rail project. Albeit a variety of items were missing initially and a bad post, they made right on it and replaced those units. The end result was a nice DIY projects, utility, and look.

I’m very happy with our railing. For the most part customer service was amazing and super helpful. My only gripe is that when we needed 2 more very small parts they weren’t shipped out as a courtesy. We were required to buy a complete package at a cost (including expedited shipping) of over $300. It would have been nice to have received a bit of a concession on this.

The rail came in exactly as my preliminary design showed it. It was packed impeccably. Leaving no flaws in the railing at all. It went up with some effort, however the final product is well worth it. We love the look.

Salesperson was helpful up to the point of purchase but contacted me too much for my liking. After purchase, she would not answer an email. Received my order with one item missing but after notifying shipping, the item was shipped without question. Products look well made and as advertised however I have yet to install it.

Ordering was very easy, and processed quickly. Unfortunately the experience went downhill from there. Although I had been very specific on the date needed and assured this was no problem, when it switched from sales to production I was immediately informed that date was absolutely impossible. After spending several hours on phone calls and emails, customer service came through and the systems were delivered on time. Everything was packed well on pallets and clearly marked. We started to install the posts and quickly realized they did not fit the staircase. After speaking with customer service, we had to spend hours making brackets to accomodate the posts on the sides of the staircase. Next problem, one of the posts was the wrong size. It had been made too short. At this point I was handed over to a production supervisor, who is a terrific assett to the company. After a couple of calls a new post was made, and expedited to arrive in 5 days. Frustrating when you are in the middle of construction. Next major problem, all our risers were cut incorrectly. They were cut a half inch too short. To speed up the process we bought new ones locally. Some of the hardware for the railing had too few pieces shipped, so again we had to wait on that. Eventually we had everything put together and installed. The end product is superb. Extremely high quality and looks gorgeous. To make things right. we were reimbursed for all of the incorrectly made product. I think there was some disbelief that so many errors had been made witht the order, and hopefully some quality controls have been improved to assure this doesn't happen to someone else. As myself and a friend did all of the work ourselves, the time lags were just frustrating, but had we hired a contractor could have cost us a great deal of expense. With all of the problems, I would highly reccomend the product and company. They admitted their mistakes and made things right. I will be building a new deck shortly and will certainly use the product again.