ViewrailReviews on record for viewrail.com

We ordered the railing for a large new-home project and paid a $21,000 deposit in April 2026. It is now September 16, 2026, and we have just received an invoice requesting an additional $20,000 payment due the same day. The railing has not been installed, and when we questioned the status of the order, we were told that our original $21,000 payment was essentially just to hold the price. We were then informed that once we paid the remaining balance, they would begin building and fabricating the railing and that we are now approximately four more weeks away from installation. This has been a horrible and extremely disappointing experience. As a new-home builder, we expect clear communication, reasonable payment terms, and a realistic production and installation schedule. After providing a $21,000 deposit five months ago, finding out that fabrication has not even started is extremely frustrating. What makes this especially disappointing is that the railing has the potential to be a beautiful feature of the home. Unfortunately, the way this order has been handled has turned what should have been a positive experience into a major source of frustration and delay. Thanks for replying Viewrail. Check with Alex Stout its under my name and our company's name. We are hoping the installer can make it out sometime next week. Now we are going on 6 months.

Months of delays, damaged delivery twice, terrible communication. Viewrail (including CEO Caleb Morris, former "chief customer officer", son of the founder) made zero attempt to make it right and a positive experience. They genuinely don't care, at all. We should have read all the other negative reviews prior to purchasing, but now join the countless disappointed customers with the same experience. Please do yourself a favor, read all the one star reviews about Viewrail and find another manufacturer. Making cool looking products doesn't make you a great company. Absolutely awful customer experience given the cost of these products.

We installed this cable railing on our existing deck last year. The cable continues to sag after about a couple weeks to a month. It does help to use pliers to hold the cable steady while tightening the system, in order to counter the pent-up torque that releases over time- but that doesn’t remedy the problem (BTW, this should be mentioned in the standard instructions but it is not mentioned). On the positive side, the support was responsive and they guided me through what could be done, but I had already tried those methods. I’m left with the possible conclusion that since I put it on a relatively older wood deck, cables are just going to become loose in a short time? Be aware that this is a possibility if adding to an existing wood deck!

Why is it that your company blocks all the negative reviews and only allows positive. This is criminal and fraudulent. I’ve posted something weeks ago about my unbelievable horrible experience with Viewrail and no one can see it.

Somewhat of a unique circumstance here - not reviewing the product as of yet, rather company policies that should rub anyone the wrong way. I engaged Viewrail during the design phase of my home construction - it happened to be right during a promotional sale period where I ended up putting a deposit on 50% of the project cost to lock it in. Unfortunately (and through no fault of my own or Viewrail), the permitting took far longer than expected and to add on, we experienced one of the worst winters in decades that further postponed the construction of my home. Cutting to the chase - over a year after placing the deposit, I'm now close to ready to ask for the stairs to be manufactured. I was told that given how long after the promotional umbrella it's been, that they have assessed a 1% total project cost PER MONTH fee on top of the agreed upon price until the project is released to manufacture. It's a hefty fee that could be considered as a cost of tariffs, or general price increases - however in this case it was confirmed the price model didnt increase and so the 1% is purely punitive for not following through quick enough. To make matter worse - when considering if I should just cancel the project due to cost increases, they would asses a 25% total project fee for cancellation (even though they have not yet manufactured anything - and so no loss on their end). Since they already have my deposit, I'm left with no options; either take the loss to the 1% per month penalty, or the 25% cancellation fee. Responding to your reply. - Project 625780

Three railing poles were the incorrect angle. They sent three poles that were also wrong and then wanted to charge me 50% for three more poles. Don't use this company, they have poor quality, over priced products and terrible customer service. Paid approx. 15,000 and still don't have correct angles on poles. They want more money to correct. 1 is the lowest i could rate.

Our staircase is part of the architectural design that is not only visible in the front elevation but is also a statement piece in the great room. So it was very important to us that it was just perfect. The customer service provided by view rail during the design phase meant that when the parts arrived at the house, the staircase was built within a few hours and was to specification. Yes, we did have an issue with a couple of stair treads but the folks at view rail corrected the issue. The integrated tread lights not only provide ambiance but they light the treads beautifully so that older folks do not have difficulty in using the stairs. Very happy with our purchase and love the comments I receive from my guests.

This is my second project with Viewrail and 100% pleased with product, sales rep, installation guides, and customer service....when I messed up some of the "crimps" and was short a couple of connectors, Viewrail had appropriate parts sent overnight which allowed me and my team to finish the project on time.