VELUX Great Britain & Ireland Opiniones 133

We had a problem with a broken inner pane of glass in one of our Velux windows some 23 years after 2 Velux windows were fitted

Velux told us ( we didn't know) that there had been a problem with a batch of glass & they replaced, free of charge, the glass in both windows & a blind that had been damaged by the broken glass.

They were very helpful & this was all done very professionally

Congratulations to Velux & thank you again

I regretfully made a purchase on their website. They clearly took my money and sent an email confirming the order. However, the next day I received an email from a Velex representative explaining that an IT issue with their shipping company prevented them from providing a delivery date.

I suggested using an alternative shipper but was told we couldn’t use anyone other than our contracted shipper.

Today, they offered another lame excuse, claiming it wasn’t their problem and that their shipper was trying to fix the IT issue.

If customer service mattered to Velux, why not use a reputable carrier like DPD to fulfil customer orders instead of sticking to outdated procedures when they’re letting customers down?

It’s no wonder Velux has such a poor customer satisfaction score on TP.

Needless to say, I won’t be spending any more money with them. I’d rather use a proper company that cares about its customers even if it costs me more.

New electric window installation have had a couple of issues and cannot thank the Velux team enough. They were able to help diagnose and fix the issues in minutes and had everything working again. Fantastic customer service !

UPDATE: [As Velux reached out to request that I contact them (although I had done so originally) I have just called them again. Unfortunately, there is no change to their position. Apparently the massive crack could be caused by a thermal issue that can apparently happen on any glass window and is therefore not a manufacturing issue. So I have just wasted more of my time on Velux without any benefit. ]
One of my small Velux roof windows crackled on the inside of the double glazing. As I thought it must be a manufacturing fault I contacted Velux for help. Velux said it was not a fault that they had formally acknowledged even though a quick internet search found that other people were having the same issue. Despite several requests for support Velux did not accept that it was a manufacturing problem and refused to help. Needless to say I would not buy from again or recommend this company.

Outstanding customer service, including the video calls and person send out. The man who visited was very tidy and professional.

Let down once again by EVRI failing to deliver my two blinds and in need of a quick replacement that wasn't going to be delivered by EVRI. The Velux support team organised replacement blinds and a different courier. They were exceptional and went above and beyond. It was a relief to speak to a human who not only understood the problem but was able to help. The lady I spoke to was super helpful and I am grateful to her for being so patient with me and for all her help.

Absolutely terrible you spend a fortune on these windows and they don’t work. Do not buy the motorised ones even with the solar power they break down constantly.
Trying to get any answers from Veux is like trying to raise the dead they are not interested or maybe it’s because they’re Germany.. do not buy these windows find another company preferably in England who can help never again what a waste of money

Awful company with zero morals, the only light they bring to you is daylight robbery

Started off with a really bad experience and could not speak to anyone who wanted to listen and do the right thing eventually with some persistence I might add we moved the dial, special mention and thank you to Alex Odell at Velux

Bad experiences happen but what happens next is where companies show their true worth, please to update this company has done just that and turned this around at time of writing from 1 to 5 stars

My client decided they would like a roller shutter on the bedroom window, so I went online and placed the order for one VELUX anti-heat blackout shutters with VELUX UK (the international company VELUX) this was on the 6th Aug 25. The basket read Expected delivery 2 - 3 working days. Great.
I then telephone to ask, due to scheduling work, whether I could get a more accurate date. I was informed it would be the 14th I questioned this and ask what happened to the 2- 3 days but was told this was the soonest I could receive it. Meantime my client decided to have in both bedrooms. So I asked if I could order and pay for a second to be delivered at the same time.
No that's not possible because its a separate order and that would be delivered on the 18th (yes still the 6th of August when ordering). I asked if that was definite as I was leaving the country on the 21st August and this job was to be completed sometime before that date.
I received reems of email with order, ticket number, order confirmation, delivery confirmation and tracking info . All leading me to the delivery on the 14th & 18th.
On the 11th August a huge truck pulled up and the driver delivered a small box 20cm x20cm x15cm, and went on to inform me this is the part that was missing. I asked him from what, I hadn't received the order yet. To be fair, not his problem and he left.
I emailed the company "sales at VELUX.co.uk and explained everything. No reply
Today the 13th I checked the tracking on the order which stated the order had been delivered on the 11th.
I telephoned Customer Service (always makes me smile) @ Velux.co.uk and eventually got through but spent the time on hold explaining in an email what had gone on. I then sent a subsequent email with pictures of the item/box I had received.
The Agent was very courteous and explain that the wrong item had been ordered and that she would now order the right one and it would be delivered on the 22nd. I again explain I would not be here and asked why, given this was their error why they could not express deliver to me or have it delivered with the one coming on the 18th (it is still coming on the 18th yes?) . No we don't do that. I asked if i was speaking with that international company VELUX. I explained if I ordered from Amazon or even a tin pot company on ebay it would have been here long ago.
After much debate I resolved to the fact I was not going to get my order until the 18th (possibly) and 21st.
I am shocked I always considered that INTERNATIONAL COMPANY VELUX was a well organise professional company.
Who knew. My advice is avoid if at all possible or if you absolutely do need something, order way in advance regardless of the website delivery times and be prepared for disappointment.

I bought 2 electric velux windows and electric blinds 5 years ago...
The remote control that came originally was faulty, they exchanged without question!
Now 5 years later the remote developed another issue.
NOT A PROBLEM
Video call resolved the problem in 10 minutes and they replaced the control free of charge again!
Spoken to 4 different technical staff on the phone -- ALL were excellent
Cannot give a higher recommendation

We’ve purchased two electric flat windows costing £1800. The builder called Velux to ask for installation advice but velux recorded no notes about the interaction (though they see in the system that the call had happened). The windows don’t open and the builder told us to contact Velux. Now Velux takes no responsibility- they blame the fault on the builder damaging the electric motors at installation. They don’t want to send service to check what is wrong (though windows are in warranty) unless we go on the flat roof with a video camera on, for them to inspect what is wrong. Why on earth are the windows in warranty if I have to climb up the roof to do the checking for them while they sit tight at the end of a video call?? Isn’t that the job of service if the windows are broken? Customer service was rude and yelling at me, without letting me speak. They take no responsibility for the windows or for the fact that they may have given my builder the wrong instructions for installation (since these weren’t recorded, despite this being their policy, they take no responsibility). We are extremely unhappy with the products and customer service and wished we had purchased the windows literally from anyone else. Also replacement for electric motors, if broken costs £1000. So over half of the cost of windows.

We have x3 windows installed - less than 5 years old, all of which are malfuntioning and will not open. I rang their suppport and they do not offer any service or any one who can repair. I have tried to access them myself but they are over 15 feet from the floor. The call operator Ross ( refused to give surname) he was deflective, arrogant and totally unhelpful. As a so called, reputable brand leader this was so disappointing & unacceptable after spending over £1,000 on their products.

Delivered a broken window. Large one...100kg worth. Replaced it quickly enough but 4 weeks later still waiting for the broken one to be collected. They hang up when answering the phone, after 30 mins wait, if they answer at all. Don't respond to emails. Worst customer service of any major company I have ever dealt with

I'm building my dream studio in Cornwall. Yet after paying a small fortune for 4 Velux windows (with self-opening & internal blind operation), I have a nightmare on my hands. The Velux App Control does not work and it turns out there are no engineers down here to help configure them. To top things off their Customer Service is a joke!

Do Not USE
Do not use. I ordered a Velux Cabrio. I was informed it would be delivered on 3rd June in the evening. I waited patiently at the building site, no delivery, no call. They then said it would be deliverd on the 4th to no effect. I called and they said it would be delivered on the 5th and surprise surpise it wasnt. I have had 4 roofers on site for 3 days waiting for delivery and am significantly out of pocket. They repeatly said they would call me back but never did. They would not even let me make a complaint as they said this would need to come via the supplier. They then tried to get around it by saying we only give estimated delivery time slots and they can be out by 48 hours, what rubbish. This is what happens when you run an almost monopoly. There CEO Lars Peterson should be ashamed of himself.

Ordered a Velux window approx 3.5 weeks ago (£1000+), with "expected delivery date" for 19/5. As I've not received any tracking details or notification that it is being processed and/or shipped, called Customer Services as only 2 working days before expected delivery date.

Polite, however, very unhelpful response. Advised 19/5 is only an "estimate date" and it could arrive later than this but not able to say when. I highlighted that the delivery date details at order are very misleading and I had arranged works/roofers etc around this "expected" date. Advised again by Customer Service rep that it was only an estimate date (it does not say this in the order details).

Asked them to check their system to see if order is being processed, ready for shipment. Advised they do not have access to these details.. pretty appalling for a large company dealing with £1000's worth of deliveries, that they have no way of checking what is happening to a customers order on their systems.

This is stated on their website. However, there was no 2 day option such as this in the basket and 3.5 weeks on...

"Standard delivery on most roof windows is 2 full working days. All times stated are in working days. The delivery time is stated on the basket page. For all orders placed in this shop we give you the possibility to select a later delivery date that suits you at no extra costs."

As such, considering cancelling order and sourcing a different roof window from elsewhere.

I recently had the pleasure of experiencing exceptional customer service from Velux Windows, and I cannot recommend them highly enough! When I reached out for assistance with a blind and windows that were out of warranty, I was pleasantly surprised by their willingness to help me free of charge.

From the moment I contacted them, their team was incredibly responsive and professional. They took the time to understand my situation and resolve the issues. The expertise and kindness displayed by their staff were truly impressive, making a potentially stressful situation much easier to handle.

Not only did they resolve my problem efficiently, but they also went above and beyond to ensure my complete satisfaction. It's refreshing to see a company that values its customers and stands by its products, even when they are beyond the warranty period. Velux Windows has certainly earned my trust and loyalty, and I will be singing their praises to anyone in need of quality window solutions. Thank you, Velux, for your outstanding service!

Had a problem with one of our Velux windows. Emailed Velux on Sunday and had a call from them the next day providing the solution. Excellent service.

I have velux windows in my loft bedroom and landing. Both of these windows have Velux blinds, the one on the landing has never broken but is hardly used as its outside of the bedroom. The big one in the bedroom has never lasted longer than 24 months, the first one we had was purchased when we were building and installed way after the purchase date by the builders and broke within 24 months and Velux did replace this one, but the replacement one has now broken as well (within 24 months) and as its a replacement it has no warranty as they say the blind takes on the original warranty date. I have had to purchase a third blind in 6 yrs. The quality is awful and should not be breaking that quickly for the price you pay, if you are going to sell poor quality blinds then you need to replace them when they fall apart.

I do not recommend Velux for this reason.