VELUX Great Britain & Ireland Opiniones 133

Customer service is a mixed bag. I sought advice re a replacement remote control and it took three days to respond, and with insufficient info. Subsequent phone support was however very good.

Recently ordered from Velux as have purchased from them before and was previously happy with the product and service. Am unable to provide a product review as to far the product has yet to arrive - despite multiple chases - no proactive communication from Velux the product has yet to arrive 4 days late and counting. The fact that £1000’s worth of product is “in transit” with no method of tracking is staggering - the resultant delays and associated cost for rescheduling trades and scaffolder rig is significant - we had factored in buffer time but 4 days plus the weekend is completely unacceptable -the complete indifference of customer service is woeful - if the construction prep hadn’t already been done I would be inclined to cancel and walk away.

Bought a house that had velux windows, discovered a leak and got a couple of roofers round. One said needed to replace roof and all windows, the other did a fix that didn’t work. So emailed Velux with a few pictures not expecting much, and within a couple of days, they’d provided annotated pictures to confirm what the problem was and how to fix (which did not require replacing windows or roof!). Used an approved velux installer to do the repair and it’s now been sorted for over a year with no leaks

We have just completed fitting the final blind to our Velux balcony window and are delighted with the result. The online ordering process is quite straightforward and delivery is free. Customer Services were really helpful when we initially ordered the wrong size, talked us through the process fully and arranged the exchange with minimum fuss. Thank you Velux.

When I moved to my house here a few months ago I inherited Velux windows including two with motorised openers. I had problems with the ventilators and also needed advice about the programming of the control. The technical people were wonderful. We had several conversations and parts are being sent to fix the windows. Their email responses also couldn't have been any faster - even phoning me.
If only all customer care at other companies was as good as this.
Very impressed.

Horrific returns procedure… you have to email, await contact from their courier DX which never materialises and the customer is left with goods he does not need. Abysmal customer service when seeking to return goods… happy to take the money!

Completed all the correct steps to purchase 3 windows. Scanned codes completed cash back form. Received approval of cashback confirmation 10 days later. Advised money in my bank within 5 days. Four weeks later still no cashback! Not responding to my emails either. False promises to buy their windows. Will report to trading standards! Furious. £300 to me is a lot of money.

I bought a blind from them and only after it arrived did I see that I have ordered the wrong one. Completely my mistake so wrote asking if they would accept it back if I paid the shipping cost. They were brilliant! They quickly arranged to collect it at no cost to me. I have a couple others from them and the quality has been excellent. So very happy with Velux! 😊

Needed to get a Velux window replaced (leaking after 20 years). Got a quote from Velux. Told them I was happy to go ahead. A few days later they then said their installer required £100+VAT extra for "fuel and expenses". They were fully aware of my address at quotation. Asked them to explain why they felt the need to pad their initial quotation. No reply. I have now employed a more professional installer to do the work (for less). Reading the reviews here I think I had a lucky escape...

Very poor service once products were installed. Missing parts took an age to return to complete, and will make all the excuses not to return to carry out any final commissioning checks on parts, and locks to any of their products.

I made the huge mistake of employing Velux to replace two old Velux roof lights. The product is good but their contractor was appalling.

1. The installers badly damaged the enamel of a bath under one roof light because they didn’t protect it adequately.
2. The installers made a hash of installation so that I had to completely re-trim and fill the surrounds underneath.
3. One year later, the slates around the roof lights have now slipped… because instead of fixing them properly, the installer tried to glue them in place with mastic!!
Simply appalling workmanship!!

I am now having to bring in a “proper” roofer who knows what he is doing to put the work right - and it costing me a small fortune!!

Beware there installation service!!

I've just paid for Velux quotation after having promised a delivery date and this is our experience.

Velux has an antiquated payment system, and it takes up to three days for the BACs payment to go through. This means they cannot make the delivery date that I was promised. Their salesperson was not aware of this payment time and should not have made false promises about the delivery date.

Additionally, their bank account is with the Nordea Bank London branch, and the BACS validation doesn't work with them.

They really need to up their game and be aware of the impact they have on their customers.

I am now having to re-organise the builders which will cost me time and money. Not happy.

Awful company!
Obtain a quote from an Approved Velux Installer and not deal with Velux themselves

Very disappointing after sales service, ignoring emails and messages is no way to run a business and treat customers. Face up to your issues and deal with them !

Superb. After 7 years the handle broke, Velux sent another one free of charge and directed us to their Youtube video showing us how to replace the broken one. Very impressed. Great windows. Great company.

I control five Velux windows through their Velux Active app on my phone. Without any prior notification, the app was taken offline last night. Users got a message saying that the app couldn't be reached. This morning the app noted that the gateway wasn't connected to the internet. I managed to reconnect the gateway, but the app couldn't find any of my windows. I contacted Velux support. To say they were unhelpful is an understatement. They said it was my fault and as a big international company and can't help everyone.
One to avoid

Had a problem with a Duo blind cord cutting through a plastic part. Phoned Velux support number given in the warranty. My first surprise was that an actual person (Dylan) answered the phone within a couple of rings, then was able to deal with my query without passing me on or putting me on hold. Within two minutes of explaining the problem, I was told this was a known issue and the blind would be replaced, but even better, so would the other five I bought around the same time. Within 30 minutes I received an order and shipping notification and six blinds arrived a week later. The failed one has been replaced already and the others I'll do soon.
Although Velux only did what they should, it was a better customer service experience than so many other companies who could learn some simple lessons from Velux: Offer real customer support from real people, answer the phone when it rings, take responsibility when it's yours and deal with problems quickly.

A lock mechanism broke on a velux window in our house that was already installed before we moved in. I contacted customer service, sending photos and an explantion, fully expecting to pay for replacement parts. I was totally surprised and gratified when I got an email back about a week later saying they were sending the replacement parts free of charge. Amazing customer service, even when you're not the original customer! Highly recommend

I wish to recommend Velux's first class customer support and warranty performance. Our house had three Velux windows dating from original construction circa 2003 (we only bought the house in 2014). A pane on one window fractured and shattered to pieces spontaneously in 2022, with shards falling onto our stair treads below. On contacting Velux, they asked for the serial number and confirmed the problem unit contained float glass which was later found to be from a known bad batch. They asked us to check serial numbers of the other two Velux windows in our home and they were also shown to be from the same batch. Velux then arranged for their local technician to visit our home to replace all glass at no cost. All three window had new glass fitted within a morning and the technician confirmed that they don't use float glass anymore and so if such a problem ever occurred again then the laminated glass would contain any shards from falling out. Our windows were well outwith their warranty but the replacement was honoured anyway. We are so grateful to Velux for this first class service.

Just a note to state that we are more than pleased with the three replacement roof windows we have just had fitted. They look great and are a massive improvement on the old wooden version we had. A special thank you to the company who fitted the windows ( AML Builders). Two brothers David and Michael were both professional and thoughtful in their attitude and did a top job. Brilliant Job.
Skeemer’s from Chesterfield