Large velux replaced. Easy to order, helpful office staff. Installation was as scheduled, clean and efficient. Window in ground floor roof with fragile rosemary tiles. Warned Velux, the guy who came w... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Based on reviews, created with AI
What people talk about most
Based on these reviews
The velux window is easy to use and look great. The black out blind is effective at keeping out the sun. The installation was well done with the old window being removed carefully. Although the blind... See more
Company replied
What a difference when dealing with my Velux problem. The Customer Technical service team are extra helpful and certainly want to provide a comprehensive service to its customers. Micky did eve... See more
Company replied
I had a technical problem - I was able to speak to a gentleman called Mike who went the extra mile forwarding information instantly - and also gave such helpful and good advice - to guide me on the... See more
Company replied
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... See more
Company replied
I made a call to Velux and was lucky enough to speak with Nicola. I found her to be knowledgable, patient and skilled in guiding me through your product range and what your company could offer to meet... See more
Company replied
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... See more
Company replied
Really helpful customer service team helped me on two occasions with what seemed like a complicated purchase. This included sending links for installation instructions, which saved a lot of time. I fe... See more
Company replied
I had three Velux solar powered windows and blinds fitted at my property a year ago. During some roof maintenance work one of the units failed to open. A quick call to Velux (Susan) and advised to loo... See more
Company replied
I talked to Velux GB to get some advice and free design on picking a skylight for my loft conversion. They were super helpful and gave me tons of options, plus suggestions for window size and how many... See more
Company replied
Surprisingly Amazing. Called up, despite being informed of high call demand was through to person in under 5 mins. Lois was able to identify my window with ease, walked me through the process, and... See more
Company replied
Was having issues setting up Velux touch, but was sorted out so efficiently and helpfully though the Velux chat message. Mikey was so helpful and waited while going through set up checking it worke... See more
Company replied
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 develope... See more
Company replied
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 doe... See more
I am a seventy four year old OAP and needed help to resolve a problem of my own making concerning three roof windows . I asked for help and was promptly supplied with a step by step guide to successfu... See more
Company replied
When faced with the dilemma of a broken cord on my black out blind, I couldn't find any reference on Velux Spares web site, however, after scrolling through google, and YouTube, seemed only a bodged r... See more
Company replied
My set up for installing VELUX solar blinds and solar open/close motors was a little unusual, so I contacted VELUX a couple of times for help. Both over live chat (a real person, thanks Ian A) and ove... See more
Company replied
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... See more
Company replied
My review is for Customer Service. I had installers fitting Velux Conversion Kits. They had to call Customer Services on several occasions and spoke to Shaun each time. Shaun was extremely helpf... See more
Company replied
Had a great experience with the After Sales Team, a quick phone call and the Team swung into action. Having moved into a new house with a non operational Velux window the Team quickly identified the i... See more
Company replied
Thanks to Lucy, I was able to get a KIG 300 gateway connected to my window without having the original remote control. Following the app instructions is useless because it does not give you an option... See more
Company replied
I would like to thank Vivien Mitchell for all her help regarding my purchases. She has been so supportive with all my questions and has been patient during the entire process. Thank you again for all... See more
Company replied
New blind supplied was catching as you opened and closed it .Customer service team suggested some initial options to resolve the issues .Sweep the side channels for any potential debris and silicone... See more
Company replied
After twenty years a pane of glass failed. I reported this to Velux and they assisted me in identifying a further nine Velux windows that were manufactured with the identical fault code. With absolute... See more
Company replied
The customer service representative (Ian) was most polite and helpful. I am an elderly customer and Ian was most patient with me, guiding me setting up a video link to my home so he could view the pro... See more
Company replied
We changed WFI supplier which upgraded us to 5g and it caused major problems with our Velux Gateway. Spoke to Mikey and he explained I needed to contact our suppler and remove the 5g. I then contacted... See more
Company replied
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 expla... See more
Company replied
Called after sales and received a friendly and thorough explanation of how to resolve an issue I had. Their advisor took the trouble to email specifications to satisfy building control. First class se... See more
Company replied
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 di... See more
Company replied
Spoke to 2 guys today had a ring back for further information regarding a smoke ventilation window and other products to go with it very complicated as that I needed for my planning permissi... See more
Company replied
I phoned VELUX for technical help with an electric blind. I spoke to Alistair who was extremely helpful and patient. We were on the phone for one hour and twenty four minutes at the end of which probl... See more
Company replied
Just had amazing customer service from Dalton in Kirkcaldy. We had a missing rain sensor, Dalton ordered us a new one and sent installation video and pdf. Thank you so much, very satisfied customer. T... See more
Company replied
Dalton was brilliant. He identified the manual I needed just from me describing the item, & sent it almost instantly. He also asked if I had a specific question while I was on the phone. He answered t... See more
Company replied
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. Fan... See more
Company replied
Had an amazing and professional velux window installation recently. Every part of the process was seamless from survey and quotation to installation. The price was so reasonable and the guys who insta... See more
Company replied
I had an excellent call with Mikey earlier with a very successful outcome for me and a further order placed - thanks so much to Mikey and the support team for a speedy response. I look forward to doin... See more
Company replied
The process of discussing my project with Velux, talking through different options, and obtaining information on products, pricing, and installation, has honestly been one of the best customer exper... See more
Company replied
I contacted Velux for advice on which window would best suit our needs. I was offered a video meeting with an advisor and it was brilliant. I gave them all the information they needed and was advised... See more
Company replied
So a little pain in setting up the App and also rectifying a runner fault on the blind caused by the builders but the technical team were utterly amazing! Thankyou
Company replied
I have three VELUX skylights installed at the same time around six years ago. One began leaking in November 2025. It’s a clear case of water ingress — it leaks only when it rains, and st... See more
Company replied
We bought electric solar power blinds for our velux windows at our rental property. They work extremely well and customer service was great. I highly recommend.
Company replied
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... See more
Company replied
Very helpful lady who guided me through resetting my Velux window.Using my landline phone to talk and my mobile to show her what was going on.
Company replied
I spoke to Mikey in relation to how to use my electric velux. he was excellent, explained it all so well to me in plain english! He even suggested about when to change the batteries and find the produ... See more
Company replied
I have received a replacement blind for an older blind. Nothing wrong with that, had to wait a week though, but without any written instructions on the information leaflet, nobody seems to write Engli... See more
Company replied
I spoke to a number of customer care advisors today about an issue with blinds that I had bought in August 2025. Sadly each said they had spoken to a manager and was told me there was nothing that... See more
Company replied
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 t... See more
Company replied
My Velux window was stuck open. After I got through to an agent she set me up on a video link with a technician who solved the problem 100%. Velux were calm and knowledgeable and I would highly recomm... See more
Company replied
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... See more
Company replied
The best customer service I have ever received. Timely, professional, courteous, pro-active and so well organised, with great follow up, transparency and going the extra mile right down the value cha... See more
Company replied
Clear instructions with photos to help. A complicated process handled excellently by Amy who was extremely patient and helpful. Thank you
Company replied
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 mas... See more
Company replied
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 woul... See more
I purchased a blackout blind in September 2024 and unfortunately in January 2026 it stopped working. I contacted customer support and was expertly helped via a video call from a very professional advi... See more
Company replied
Company details
Written by the company
VELUX is a leading global manufacturer of roof windows and solutions designed to enhance healthy living under the roof. Since 1941, we have been synonymous with quality and innovation, committed to improving living spaces through increased daylight, fresh air, and sustainable solutions. VELUX GBI (Great Britain & Ireland) is the market organisation responsible for commercial, operational and customer service activities across the UK and Ireland, operating as part of the VELUX Group.
Contact info
Woodside Way, Glenrothes , United Kingdom
- +44 (0) 1592 778 225
- velux.uk
4.5
Excellent
122 reviews
Replied to 76% of negative reviews
Typically takes over 1 month to reply
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Issues with Velux Touch
Was having issues setting up Velux touch, but was sorted out so efficiently and helpfully though the Velux chat message.
Mikey was so helpful and waited while going through set up checking it worked and sending images/links.
In the days of AI was refreshing and great to get sorted so easily
Thank you Mikey
7 January 2026
Unprompted review
Reply from Velux Great Britain & Ireland
Hello Alan
Thank you for sharing your positive experience with us! We are delighted to hear that your setup of the VELUX Touch was resolved efficiently and that our chat support met your expectations.
Your kind words about Mikey’s helpfulness and patience during the process mean a lot to us. We strive to provide seamless and supportive assistance, and it’s wonderful to know that we could make your experience refreshing and straightforward.
If there’s anything else we can assist you with, please don’t hesitate to reach out.
Great service.
Courteous and professional after sales service. Special thanks to Susan and Steve.
18 December 2025
Unprompted review
Reply from Velux Great Britain & Ireland
Hello Marek
Thank you for your kind words and for taking the time to share your experience with us. We are thrilled to hear that you found our after-sales service courteous and professional. Your special mention of Susan and Steve has been passed along to them, and I’m sure they will be delighted to know their efforts made a positive impact.
We truly value your feedback and are committed to maintaining the high standards of service you experienced. Should you need any further assistance in the future, please don’t hesitate to reach out to us.
Where is my full refund?! Only received partial so far…
Following the two star review below and another lovely call this morning, I have been refunded in full so am very happy customer, thank you! Now amending to four star review - would be five for the product and lovely people on the phone but dropped one star for inconvenience of chasing them up. Def worth it though as now have correct solar blind also from velux which I can’t recommend highly enough :)
Company is easy to contact via phone or email but the refund process is far from straightforward.
Needs to be much easier esp given the price point of the items. I’m still waiting for a full refund for five returned items all in original packaging. All were picked up by Velux returns service, all were in transit back to the warehouse when I checked progress a few days later. So how come I’ve only been refunded for three of the five items? Apparently they got separated but that’s not my fault!
I appreciate it’s a busy time of year and the staff I speak to are always lovely but I shouldn’t have to speak to so many!
Plus I think their products are great.
But I won’t be buying again or recommending until this is sorted out before closing for Xmas!
16 December 2025
Unprompted review
Reply from Velux Great Britain & Ireland
Good Morning Kate
Thank you for reaching out to us and for your kind words about our products and team. We truly appreciate your feedback.
We are very sorry to hear about the difficulties you’ve experienced with the refund process. We understand how frustrating it must be to have only received a partial refund for the five returned items, especially when all were picked up by our returns service.
Following the completion of our investigation, we can confirm that refunds have now been processed for all items.
We have sent you a response on ticket refence 14900674
Thank you for your patience and understanding. We value your trust and hope to restore your confidence in us.
Excellent knowledge!
I spoke to Mikey in relation to how to use my electric velux. he was excellent, explained it all so well to me in plain english! He even suggested about when to change the batteries and find the product code and was so friendly and well informed. Thank you!
10 December 2025
Unprompted review
Reply from Velux Great Britain & Ireland
Thank you for your kind words and for taking the time to share your experience with us! We’re thrilled to hear that Mikey was able to assist you so effectively and provide clear guidance on using your electric VELUX product. It’s great to know that his friendly and knowledgeable approach made a positive impression.
Your feedback means a lot to us, and we’ll make sure to pass on your compliments to Mikey. If there’s anything else we can assist you with, please don’t hesitate to reach out.
Excellent Service
Dear Sirs - Excellent Service from Mikey, Sean and Dalton at Velux based in Glenrothes - Thank You -
Stewart
5 December 2025
Unprompted review
Reply from Velux Great Britain & Ireland
Thank you for your kind words and for taking the time to share your experience with us. We are delighted to hear about the excellent service you received from Mikey, Sean, and Dalton. Your feedback is greatly appreciated, and we will ensure that your appreciation is passed on to the team.
If there’s anything else we can assist you with, please don’t hesitate to reach out.
World class service - on every level!
The best customer service I have ever received.
Timely, professional, courteous, pro-active and so well organised, with great follow up, transparency and going the extra mile right down the value chain from the head office to 'Gaz' the technician who fitted the product on the day.
8 December 2025
Unprompted review
Reply from Velux Great Britain & Ireland
Hello Rupert
Thank you for your wonderful feedback! We are truly delighted to hear about your positive experience with our customer service and the Technician. Your kind words about our team's professionalism, organization, and dedication to going the extra mile mean a lot to us.
Your compliments have been passed on to Gaz and the rest of the team involved, as well as the VELUX management team. It’s always our goal to provide world-class service, and it’s incredibly rewarding to know we’ve met your expectations.
If there’s anything else we can assist you with, please don’t hesitate to reach out.
My Velux window was stuck open
My Velux window was stuck open. After I got through to an agent she set me up on a video link with a technician who solved the problem 100%. Velux were calm and knowledgeable and I would highly recommend this after sales service.
3 December 2025
Unprompted review
Reply from Velux Great Britain & Ireland
Hello Chris
Thank you for sharing your positive experience with us! We are delighted to hear that our after-sales service met your expectations and that the issue with your VELUX window was resolved successfully through the video link with our technician.
Your kind words about our team's calm and knowledgeable approach mean a lot to us. We truly value your recommendation and are committed to continuing to provide excellent service to all our customers.
If there’s anything else we can assist you with, please don’t hesitate to reach out.
I would like to thank Vivien Mitchell…
I would like to thank Vivien Mitchell for all her help regarding my purchases. She has been so supportive with all my questions and has been patient during the entire process. Thank you again for all your support. Very pleased and would highly recommend this company based on Vivian’s knowledge and expertise.
28 November 2025
Unprompted review
Reply from Velux Great Britain & Ireland
Thank you for your kind words and for taking the time to share your experience with us. We are delighted to hear about your satisfaction with the support provided by Vivien Mitchell. It’s wonderful to know that her knowledge and patience made your purchasing process smooth and enjoyable.
Your recommendation means a lot to us, and we truly appreciate your trust in VELUX. We are committed to delivering excellent service and ensuring our customers have the best experience possible.
If there’s anything else we can assist you with, please don’t hesitate to reach out.
We bought electric solar power blinds…
We bought electric solar power blinds for our velux windows at our rental property. They work extremely well and customer service was great. I highly recommend.
27 November 2025
Unprompted review
Reply from Velux Great Britain & Ireland
Hello Thank you for your kind feedback! We are thrilled to hear that you are satisfied with your electric solar-powered blinds and that they are working well for your rental property. It’s also wonderful to know that you had a positive experience with our customer service team.
Your recommendation means a lot to us, and we truly appreciate you taking the time to share your experience. If there’s anything else we can assist you with in the future, please don’t hesitate to reach out.
We had a problem with a broken inner pane of glass…
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
17 November 2025
Unprompted review
Reply from Velux Great Britain & Ireland
Dear Geoff,
Thank you for sharing your experience with us. We are delighted to hear that you were satisfied with the support and service you received. It’s wonderful to know that we could assist in replacing the glass and the blind, and that the process was handled professionally to your satisfaction.
Your kind words and recognition mean a great deal to us, and we will ensure your feedback is shared with our team.
If there’s anything else we can assist you with in the future, please don’t hesitate to reach out.
Best regards
VELUX Operations Team
Poor Customer Service or Care
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.
20 November 2025
Unprompted review
Reply from Velux Great Britain & Ireland
Dear Sir,
We are sorry for the inconvenience caused by the delivery delay and understand how frustrating this has been. As discussed with our team today, the delay is due to a global IT outage affecting our carrier. We are monitoring the situation closely. If you would like to discuss further, please call 01592 778225 and quote ticket 14726169.
Best regards
VELUX Operations Team
New electric window installation have…
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 !
19 November 2025
Unprompted review
Reply from Velux Great Britain & Ireland
Dear Mat,
Thank you for taking the time to share your feedback with us. We’re delighted to hear that our team was able to assist you quickly and effectively with your new electric window.
Your kind words mean a lot to us, and it’s great to know that you’re satisfied with our customer service. We’re committed to providing the best support possible, and it’s rewarding to see that reflected in your experience.
If there’s anything else we can assist you with, please don’t hesitate to reach out.
Best regards
VELUX Operations Team
Poor Velux Manufacturing Quality
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.
8 April 2025
Unprompted review
Reply from Velux Great Britain & Ireland
Dear Alexo,
Thank you for reaching out to us regarding the issue with your small VELUX roof window. We sincerely regret the inconvenience this has caused and appreciate the opportunity to assist you.
At VELUX, we are committed to maintaining the highest quality standards in our products. To better understand and address the situation, please contact VELUX After Sales on 01592 778225, quoting reference 14670216
Best regards
VELUX Operations Team
Outstanding customer service
Outstanding customer service, including the video calls and person send out. The man who visited was very tidy and professional.
27 October 2025
Unprompted review
Reply from Velux Great Britain & Ireland
Hello Jocelyn,
Thank you for your kind feedback regarding our customer service.
We are delighted to hear that you had a positive experience with our team, including the video calls and the visit from our technician.
It is always our goal to provide professional and efficient service, and your words are greatly appreciated.
Best regards
VELUX Operations Team
Replacement of order
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.
13 October 2025
Unprompted review
Reply from Velux Great Britain & Ireland
Dear Joey,
Thank you for taking the time to share your feedback with us. We are truly grateful for your kind words and are delighted to hear that our support team was able to assist you effectively.
We understand how frustrating it can be when deliveries don’t go as planned, and we are pleased that we could provide a solution by organizing replacement blinds and arranging for a different courier. It’s wonderful to know that our team member was able to provide the support and patience you needed during this time.
Your satisfaction is our priority, and your feedback motivates us to continue delivering exceptional service. If there’s anything else we can assist you with, please don’t hesitate to reach out.
Best regards
VELUX Operations Team
ABSOLUTELY TERRIBLE
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
21 September 2025
Unprompted review
Reply from Velux Great Britain & Ireland
Dear Hades,
Thank you for reaching out to us and sharing your feedback. We are sorry to hear about the difficulties you have experienced with your solar powered windows. We understand how frustrating this situation must be, and we sincerely regret that our product has not met your expectations.
We take your concerns seriously and are committed to assisting you. Please feel free to contact our customer service team on 01592 778225, quoting reference 14670561, so we can work together to address the issue.
Best regards
VELUX Operations Team
Awful company with zero morals
Awful company with zero morals, the only light they bring to you is daylight robbery
3 September 2025
Unprompted review
Reply from Velux Great Britain & Ireland
Dear Terrence,
Thank you for sharing your feedback with us. We are sorry to hear about your dissatisfaction. At VELUX, we are committed to providing high-quality products and services, and we take all feedback seriously as it helps us improve.
If there is anything specific you would like us to address or assist you with, please do not hesitate to reach out to us. We are here to help and would like the opportunity to make things right.
Please don’t hesitate to reach out to our team by calling 01592 778225 and quoting your ticket 14668477 .
Best regards
VELUX Operations Team
Update
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
25 August 2025
Unprompted review
Reply from Velux Great Britain & Ireland
Dear Darren,
Thank you for taking the time to share your feedback with us. We are truly sorry to hear about your experience and the challenges you’ve faced with our products and services. Your concerns about the noise reduction performance, the installation process, and your interactions with our customer service team are important to us, and we deeply regret that we did not meet your expectations.
At VELUX, we are committed to providing high-quality products and excellent service, and it’s clear that we fell short in your case. We would like to address the issues you’ve encountered and work towards a resolution. Please don’t hesitate to reach out to our team by calling 01592 778225 and quoting your ticket 14668476. This will allow us to better understand your situation and provide the necessary support.
We value your feedback as it helps us improve and ensure a better experience for all our customers. Thank you for bringing this to our attention, and we hope to have the opportunity to restore your trust in VELUX.
Best regards
VELUX Operations Team
VELUX THAT INTERNATIONAL COMPANY ....really
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.
13 August 2025
Unprompted review
Reply from Velux Great Britain & Ireland
Dear Mr. Walker,
Thank you for sharing your detailed feedback regarding your recent experience with us. We sincerely regret the challenges you faced with your order and the inconvenience caused by the delays and miscommunication.
We understand how important it was for you to receive the shutters within your specified timeline, especially given your scheduling constraints. It is disappointing to hear that our service did not meet your expectations, and we are sorry for the frustration this has caused.
Your feedback is invaluable to us, and we are committed to improving our processes to ensure a smoother experience for our customers in the future.
If there is anything further we can do to assist you, please do not hesitate to reach out to us.
Kind regards
VELUX Operations Team
A+ all round
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
30 July 2025
Unprompted review
Reply from Velux Great Britain & Ireland
Dear Pete,
Thank you so much for your kind words and for sharing your positive experience with us! We are thrilled to hear that you are satisfied with your VELUX products and the support you received from our technical team. It’s wonderful to know that the video call resolved the issue quickly and that our team could assist you effectively.
Your recommendation means a lot to us, and we truly appreciate your trust in VELUX. If there’s anything else we can assist you with in the future, please don’t hesitate to reach out.
Best regards
VELUX Operations Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.