Sad to hear that my saga is not unique. These stairs LOOK beautiful. They are absolutely abysmal in quality. In mid-2024, I installed their floating stairs as part of a whole home remodel in NYC. By the end of 2024, all of the end plates had split off the treads. Every single one. I told the company and they admitted that they had a batch with "bad glue" and were willing to send me a new set of treads. All well and good except, well, I'm not a contractor so what am I supposed to do with a new set of treads, especially when they admitted that the old ones that my contractor were given were faulty. It took finally finding the CEO on LinkedIn and emailing him directly before they agreed to also have someone come by and install the new ones. That happened in February of 2025. I'm writing this review in February of 2026. Want to guess whether the end plates on the treads have held up? Spoiler: They have not. I meticulously keep the humidity in this apartment above 30%, because that's what's in their warranty. I treat the stairs gingerly, never walking on them with shoes. You pay A LOT of money for this stuff. And yet the dang things couldn't even last a year. Viewrail wants to fix the problem by sending out ANOTHER new set of treads...with no way to install them. read more

Viewrail - Decks & Railing Near Me - Goshen, Indiana

On September 30, 2024 I had confirmed my order and project for a staircase. As of 9/3/2025, my stairs are still not completed and I am still working with team on finalizing designs. My stairs have been demolished for half about half a year and this has created much stress on my family since it is dangerous not having any railings and temporary wood pieces for stairs. I respectfully understand that I am not the only customer but 1 year and designs are still being finalized was not communicated upfront. Can you please assist in completing these stairs soon since it is stressful and unsafe for my family? I am giving 3 stairs at this point because the people seem really nice when you do speak with them and the one piece of stairs I received seemed to be of good strong quality. I will update this review again when I hit another milestone. read more

Viewrail - Almost half a year of stairs like this. - Decks & Railing Near Me - Goshen, Indiana

I worked with Kevin to purchase a new railing. Once he received my money I was ghosted. Charolette from Customer Service was very helpful and responsive. A salesman should work with you from start to finish. Kevin was just out to get my money and once he did I didn't matter. read more

This company is an absolute disaster. They first quoted me one price and I put a deposit down. Weeks later they said that the salesperson made a mistake and they were very sorry and had to charge me more. Then they install my steel stringer and it was the wrong measurement and it wasn't even to code?? Then they delayed my project for months! No sorry, no expedite since THEY made the mistake. Caused massive delays, extra costs and added stress. Stay away from them.. Also, my project started with them June 2023, it's October 2025... they installed my final stairs in August 2025 and I'm STILL waiting on an LED controller to control my stair lights. Its "delayed" read more

Three railing poles were the incorrect angle. They sent three poles 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. read more

Just horrible. Such a large expense for so many months of delays and errors, only to end up with railings which have not even lasted one year before completely peeling and cracking. Felt like there has been a lot of smoke blown our direction over the long process, without ever having problems solved. I SOOO wish I had looked here first, as we clearly are not the only ones who have had issues with quality and service. read more

We wanted to buy custom stair treads. We ordered 1 full tread as a sample. We needed 14. The sample came warped. It was about a quarter inch off from the center to the edge. They told me it meets their "tolerance standards" and to add a heavy weight while installing. They wouldn't refund any money. Such a waste of money and TIME. read more

Viewrail or don't do it to yourself! American made products great quality! I got it, I am a small business owner that will pay premium price for good products and service special if is local or made in USA. Despite Viewrail was the highest of all quotes that a got. You know the phrase ( You get what you pay for it) But not exactly!!! Guess what, this local company doesn't have Google reviews when you Google them online the only reviews are by anonymous clients on their website. Why, how did that happen? Very easy. Now we're big and will pay Google to remove that option when you are looking for us on Google. The company is total disaster. If I knew what I will deal with I would buy from Alibaba and pay half price. They are ok until you pay the first payment!!! After that they are undiscoverable. Phone calls, voicemail, emails. No one will get back my project manager Nate Kropf disappeared for more than a month. Your time lines are nothing to them. The only person responding to my problems was Jailyn Rolle my sales rep. I forgot to mention I made two orders with them because I believe in local businesses. Unfortunately the first order was wrong the cover plates on the base railing supposed to be ( Standard Silver) by I got Gray!!! After a payment of 12 thousand dollars should I contact them or just swallow it. Then I contacted my sales rep he was very understanding but offered me to pay for a new set of different color covers because they don't accept returns. Let me clarify here. Those items are standard sizes not custom pre cuts that they can take back and send me the wright once with no problem. I signed for that so that's enough for them to tell a client that placed two orders total costs of 15 thousand dollars to F...off. Then the Manager comes to play Alex Stout this person keeps telling me the same thing over and over, takes him forever to respond to a simple email. I offered a solution twice they're not willing to even negotiate something that may be a mutual mistake. Don't waist your time doing business with Viewrail they don't deserve it ! read more

Viewrail - Not even close to Standard Silver color. - Decks & Railing Near Me - Goshen, Indiana

The railing looks good but service was pretty bad. I had contacted them back in May/June for a railing in my house. Transaction with the sales rep was pretty good. I then worked with my assigned engineer, David, for the specs. David seemed nice, but his communication style leaves a lot to be desired. Here were the issues: 1) I chose to pick it up from Indiana because I pass by there all the time and it would save me on shipping fees. i communicated to David and he was fine with it. Their hours in their website was Monday to Friday 9-5pm and left on Saturday noon but gps said I would arrive by 445pm. I told David and he said no that's too late and people will be gone by then esp on a Friday. I Definitely understand so decided to turn around. 2) I chose to reschedule a different day and left much earlier. I had communicated to David I'll be there around 130 but traffic was bad and i didn't arrive until 230. David then told me it's too late and people left already after I get there. Wtf why wasn't this communicated to me that you can't pick up before 2? That's such a random hour and should've been communicated before I wasted a 3 hour drive. We had talked a few time and no mention of 2pm being the latest I can pick it up. 3) when I installed, I realize one piece was made incorrectly and reached out to David. He gave me unclear instructions to send him pictures of the bottom of the rail. Since I was home I told him that I'll do it after the weekend and send it to him. I needed it done asap though and he implied we would talk on Monday. On Monday I contact him and hes on vacation until end of the month. Wtf why didn't you just tell me you'll be on vacation on Friday when we talked. I would understand if you said you would be on vacation but don't be implying we'd talk on Monday. 4) David said he'll send the fixed mount but didnt receive until two months later. All in all it took at 3 months to get my railing. It does look pretty nice though but service was bad. read more

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I ordered a glass handrail system from Viewrail. I was assured that the product would arrive on site three weeks after jobsite measurements were confirmed. It's been six weeks so far and they tell me that it will be another two weeks before the product be delivered. My client is extremely upset. read more

While their overall product looks good, the quality and service is really bad. I am still waiting after multiple emails to resolve the issues. And their wood department is a joke. Inspite of knowing that we had two flights of stairs connected by a platform, they completely messed up in terms of telling us about the electrical requirements for the under-stairs lighting. They were two completely systems and then the installer had to improvise to make a channel in the platform to get things connected. Fortunately - the channel cannot be seen but you don't expect that kind of a miss. But even after that - they did not provide the installer with proper instructions to have both the stringers on the same switch - so we now have a switch for downstairs that turns on the bottom stringer and a switch for upstairs that turns on the upper stringer lights. And they keep saying it is as easy fix but they haven't fixed it. They also had an issue with one of the treads and fortunately the installer was able to improvise something. Not the best job since the cut was not perfect - but since we were able to kind of hide it, we accepted it. My local fire department had a question about the sprinkler under the platform. Personally, given that viewrail builds so many stairs - they should have known that it should be needed. I pinged them to see if they could quote any regulations to tell the fire dept that they are not needed, they went silent on me - no help whatsoever. Now comes the really screwy part. Some of the treads are really sub-standard - they don't match the others, one has a stain dollop. Few things I could possibly accept as "the nature of the wood" - but few things are simply quality issues. We went back and forth and finally they agreed to remake those treads. So finally they send the new treads - our original treads were wirebrushed and the ones are smooth. On top of it, they didn't even make the one critical tread that I was complaining about inspite of them taking pictures, asking me which treads etc. These treads sat in my house for a while. Then they take these treads back and send in a new shipment of treads. Guess what same issue. I would be surprised if they made any new treads and instead sent the same thing. Now these treads have been sitting in my house for several months. Then we go through the same question of which treads need to be made. After a reasonable period has elapsed, I ask them for status - no response! Stair installation completed mid-Jan and I am still waiting for these guys to fix the issue and their bad stair treads are still sitting at my place. The rest of the house is all completed and we have moved in - every other contractor has finished their work including warranty issues, landscaping is completed and Viewrail is missing in action. If I had to make the decision again today, I would not go with viewrail - they are completely messed up. read more

Viewrail - Viewrail's junk sitting at my house and problem not getting fixed. - Decks & Railing Near Me - Goshen, Indiana

BUYER BEWARE !!! Don't be fooled by the pretty pictures ! This is one of the worst companies to deal with. One major mistake after the other and they could care less about customer satisfaction. It was required that we use their "certified" installer and he basically skipped town after receiving our deposit. I have spent the last 4 weeks calling corporate trying to get my money back while addressing all the errors with our order. They sent incorrect material and delayed our job... the list of screw ups goes on and on. I keep hoping management will step up and do the right thing but after 4 weeks its not looking likely... Hey Len Morris (CEO) if you reading this please call me theres so much more I'd like to tell you. You should be concerned if this is the way your company does business. read more

We signed up with Viewrail to have them measure, design and build a stairs for our remodeling project. 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. No meaningful progress would happen until after I repeatedly called their engineer, we had to re-measure measurements made by their on-site installer, and each of the designs provided had significant errors. While we encountered these issues, we repeatedly tried to engage their sales team and executive team, who ignored our outreach. In the end, Viewrail was unable to deliver a safe stair design, we were unable to move forward with them, and they notified us they intend to keep a large portion of the deposit. They stated that we changed headers and beams around the stairs repeatedly, leading them to be unable to design our stairs. However, all these changes were made by our contractors at extra cost to us, to try and accommodate their design work. 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. read more

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. read more

Lots of bad reviews here so here's a good one. After a slightly rough start, Viewrail provided great customer service and a spectacular product. Angie in particular was really great and getting everything sorted and the ends justify the means. Best railing ever. read more

A+ on communication, follow up, and product! Highly recommend and will definitely order again. Just installed and it looks amazing read more

Viewrail - Decks & Railing Near Me - Goshen, Indiana

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Great system, looks great! Engineering support excellent! Highly recommended. Very good quality. read more

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I could write a book about these clowns but just trust me they will deny everything and leave you to figure it out yourself. They set it up where they are not responsible for any mistakes. You can give them perfect measurements and the steps and the stringers will come out at the wrong angle. read more

horrible customer service... spent over 80k on my 5 million dollar project with them. constantly waiting on parts that were forgotten in the shipment, damaged product, 30k customer outdoor spiral staircase was delivered and looked so bad my builder had to refuse delivery.. they have yet to pick it back up and deliver a new product 3 months later. will never do business with them again. not worth the frustration. read more

I'm a person who reads reviews but doesn't write them. I have to write this one :) From my first search of railing systems, to installation, this company has been a pleasure. Communication, detailed plans and installation have made this railing a very positive experience in a building process that has had constant setbacks. The quality is what I hoped for. I asked my builder if he needed to watch the video prior to installation, he said the printed instructions were very straightforward. He was impressed that the railing was measured exactly for the space. The blueprint created for this job was my first clue this company is very professional! read more

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We ordered the glass system with the top rail for a small section atop our stairs. Our current railing was original to the house (1985) and no longer to code. But above all, scary with a toddler. My husband and I are pretty decent DIYers so we took on the challenge. There were a few areas that needed some extra elbow grease but for the most part you tube videos posted by view rail and the directions were pretty detailed. Definitely measure 8 cut once. The packaging was great! It's always scary when glass... very expensive glass is involved. Overall the finished product is beyond our expectations. My husband wanted to put dry wall there and huffed and puffed through the installation. But once complete he cant stop complimenting how cool it looks and that it was one of the best purchases for the house. I've seen some negative reviews for customer service and o brought them up to my sales person and subsequent customer service rep and they assured us they were aware and had put processes in place to be more responsive. It wasn't necessary as they always answered in timely fashion. Great experience overall! read more

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NO STARS! This has been by far my WORST CUSTOMER SERVICE EXPERIENCE EVER! Inaccurate quotes and extremely long lead times. Expect your project to cost you 30% more than you were originally quoted, without you making a single change to the plans. Nothing was complicated about my plans (new construction), yet their incompetency shined through with my project. Save yourself the nightmare, choose a different company to work with. read more

Every representative of the company that we talked to was very friendly, knowledgeable, and helpful. Once we placed the order, the pieces arrived in a timely manner. And the instructions provided were a great help to our contractor. Even the one problem that we had, which was a minor one, was quickly resolved by your company. read more

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From ordering to shipment the customer service was amazing. The end results were stunning. So happy we made the investment. read more

Viewrail - End result! - Decks & Railing Near Me - Goshen, Indiana

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Horrible company to deal with. They never respond to emails or requests for quotes. When you finally get to speak to somebody, they transfer you over to someone else and you're stuck in voicemail. If it is this hard to get them to give a quote for an order, I can only imagine how bad the after sale service will be. read more

We haven't installed the railing yet, so the review is based only on their sales and engineering. I reached out to a number of potential vendors, and Viewrail was by far the most helpful, knowledgeable, and responsive. Chelsea was great with all the measurement forms and making adjustments and corrections as needed. read more

I have had a terrible experience working with this company. They ignored my instructions for a custom piece for my first order and sent me the wrong parts. Then they refused to give me a refund because too much time has elapsed between when I received a shipment and when I opened it. Communication is extremely challenging, and their prices have nearly doubled so that I can barely finish my project. Stay away. read more

Glass Viewrails were installed by the contractor on our new home in Colorado. Also installed were floating stairs .The stairs are noisy and vibrate when used. The glass panels rub the bolts at the right angles. On the balcony, the panels are uneven and not properly spaced. It looks as if it will be very difficult to properly install a top rail. Some of these issues may be installation issues but engineering is questionable. read more

the worst experience! I ordered railing for one deck cable railing . 1st time I spoke with some one she had a dog barking next to her and i had to repeat my self and then I notice she was a little bit ususless to help in the design, so i said lets just forget its and i hung up, well she gave my number to someones else ERIC and he took over and told me that he could do everything i needed and them some, i was like ok lets try and see, well he said 11 business days sounds good right? wrong!!! 2 months later i finally got whole of him, he's was always away or unable be reach, then he said that my order was lost at ship center, and so they will re-do it, said how long again he said 7 days, well guess what the 7 day s went and here come the next excuse to me he's email to me ( After my supervisor and I dove into your order when we had the previous issue, he pointed out to me that the layout that we have quoted out for you is not something that is going to work with our system. We don't have the ability to have our runs ending in two R posts (wall mounted) as we previously discussed. We would have to have an "a" end post on one of the ends of the system, and have the post foot be placed right at the wall, as opposed to being mounted directly to the wall. Or, you could have "a" posts on both sides to have them look the same. my replay to him. I see!!! you told me that my order was lost or misplaced somewhere in your shipping center, correct? How did you manage to make the lost order, but now you can't do it? then his manager got involve Darby Showalter, well he's just a s useless as bag of hammers, boasting at he's company does 100 mill a year in business and so on, and even told me to stop complaining about Eric Dean because he wasn't laying to me, it was just a misunderstanding, he was a real a**hole!! If that order was made and was shipped to me somehow, but never made out of your lot, can you explain to me how you were able to make that order, but the new order to replace the missing order can't be made again? It cost about $6k which I paid half at front the other half when they ship the order, I'm so upset and disappointed by the company. This has been a nightmare. I do not recommend buying from them, buyer beware!! read more

The worst customer experience ever. They continuously dropped the ball in the design of our balconies and stairways which are now costing us thousands in delays. You will have to be on top of them continuously to get drawings approved, and their siloed approach to managing customers is extremely frustrating, and they continue to point the finger and take no responsibility. I would think twice before using this company. read more

working with this company is a nightmare. I contacted the company in mid November about missing railing parts. I have been calling weekly to get the problem resolved. it is now mid January and still I have no answers. Viewrail just keeps passing the problem around and I get no answers. they sold me a complete cable railing system, but they forgot to include the actual railing in the shipment. they claim it was never ordered, but yet they shipped the railing for the stairs going down off the deck. This railing cost $13,000 and they dont feel it was their mistake apparently. worst part is they don't return phone calls. how do you resolve a problem when they won't talk with you? I've been more than patient but this is ridiculous. never in my life have I dealt with a company that is run this poorly. do yourself a favor and look for a different company to do business with. read more

After going through the process of the requirements of measurements and goals and the layout during the whole process I was talking to them about a cable system and wanted it painted black. Never in the point that they tell me they cannot do cable and it all my conversations about the cable never let me know and then they just sent me out a solid black rod instead of cable for the railing system. After billing me and after shipping me the product they told me that they could not do it and they could not reimburse me because I signed the invoice even though they never mentioned to me about it and all they changed was one word from Cable to Rob that I missed. They did not take any responsibility and when yet even call me back to discuss options as I was promised by Justin the manager he would call me back to discuss the situation. Ryan manburger was the sales rep that was probably the most dishonest. read more

I am a Contractor in the PNW and I have used them for other deck projects, but I have just finished up a deck project that took 5 weeks longer to complete then what they had promised. The salesperson was hard to get ahold of and obviously had to much going on or then was very unorganized. After giving them a large deposit nothing happened for 2 weeks until I started reaching out to them every other day and then was told they would get it to me on time still but ended up being 2 weeks later then what they promised me and then I had to make a trip of an hour away to be able to pick up the railing as the shipping company was going to hold it for almost a week till they delivered it. Then when we got to the job site to start putting the railing together, we found that we only had a small amount of the needed crimps for the cable railing, we had a bracket that was missing, and serval other things missing. After 3 shipments we finally got the rest of the parts but now were almost 5 weeks late and have very unhappy customers and because of all the extra trips to the job site only to find that they again sent the wrong parts, this project ended up costing us money and the company continues to shrug their shoulders and say they are working on the problem but reading the other reviews it looks to me like they are treating a lot of people like they treated me. read more

This company is a complete disaster. I highly recommend that you run the other way and find other options. My small project took 6 months to complete, the result of multiple engineering mistakes that required remanufacturing to 8 of the 10 posts in the project. Of course, the issues weren't identified until after the posts had been installed, so there was a great deal of additional labor, all at my expense. In fact, they tried to charge me for the reengineered posts at cost, which I refused to pay and they ultimately acquiesced. When the problem surfaced, I was referred to the engineering department, who were slow to respond and difficult to effectively communicate with. I reached out to the salesperson, Lauren, who refused to take my call, telling the assistant that I had to work with Engineering. Obviously, she is getting many of these calls. At one point they sent out a supervisor, who freely admitted that the engineering group "didn't know what they were doing". This was a project in my own home, but if I were a contractor this would have cost me a fortune in lost labor, and the based on the amount wasted materials from Viewrail I am guessing that this wasn't a profitable job for them either. While the product is nice (but not anything over and above what is advertised) It is shocking to me that they are still in business, based on their service. I only wish I had seen the other reviews here before I decided to use them! read more

Unfortunately the other one star reviews are probably the rule rather than the exception for this company. I am also in the middle of a 6 month nightmare scenario with this company. We prepaid for a project involving glass panels and an aluminum hand railing. Not only was the shipment delayed by months but when we finally got the parts, the railing was damaged and scratched to the point of being unusable and they didn't even send the right number of posts to hold up all of the glass panels they sent us! Did they expect us to already have some of the posts or something? When we informed them of the mistake, first off they were again slow to ship. They didn't overnight the parts or anything like you would hope given this kind of error. When we got the replacement posts, those were even incorrect and included different parts! We finally received a replacement railing today, which so far doesn't seem to have issues. Will they finally get the rest of the order right on the third shipment? I don't know, according to the other reviews that claimed that they didn't get the order right in four shipments I'm not holding my breath on that one either. I am very displeased with the service from this company. The glass itself seems fine, but at 5 months out still not having a fully finished balcony I'm not happy. read more

This has been the worst experience! I ordered railing for one flight of stairs inside and 4 steps out front. It cost $3k which I paid. Then the order took months to get here (I understand with Covid things take longer) and communication has been difficult with them. Items finally arrived and when we went to install it found all fasteners/screws/instructions were missing and paint was bad in spots. The company claims that this mistake was found after their 30 day warranty and now wants me to pay another 1k to get the pieces we need to install. And they can't prove that they ever sent the parts to me. I'm so upset and disappointed by a company that used to be very well organized. I hope they make this right! Meanwhile we're living in a house without stair railings and I'm scared someone is going to fall and get hurt. This has been a nightmare. I do not recommend buying from them, buyer beware!! read more

disaster. disappointing. poor material. incompetence. wrong items supplied. minimal support. cost us lot more.

they are absolutely the worst . upon receiving a 11k order I realized they gave me missing hardware, no grommets and parts . I had to scramble all over to find parts because I didn't want to call them again , fuck them , stay away . lo read more