I can't fault this company's service. True, they did at one point accidentally email me a quotation meant for somebody else, but this was quickly rectified. The installers turned up dead on time and d... See more
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Review summary
Created with AI, based on recent reviews
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Reviews shaping this summary
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
I'm in the process of using the window replacement service. So far the customer service has been faultless. Friendly and personable. Only right for a premium product which comes with a hefty price tag... See more
Company replied
I would like to thank all the different people i spoke to in the After Sales team. They we very sympathetic tomy issue and did everything to resolve it. They liaised with a number of departments, eg... 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
- 01592 778225
- customer.support@velux.co.uk
- velux.uk
4.7
Excellent
184 reviews
Replied to 85% 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.
Blind brackets or lack of!!
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 English guidelines anymore, must think we are illiterate. Anyway not being able to decipher the nice little pictures as to whether the existing fitting brackets will accept the new blind as there was none in the parcel, I rang Velux to be told no there is no brackets sent and the old ones will not do! So i have to wait another week nearly to receive the brackets, one might ask why was this not mentioned when I ordered the new blind?? Or even include them.?I think some one in the sales department or some other common sense person might think that that might be a good idea! to change the system, so beware if you are ordering a new blind.
8 January 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Thank you for sharing your feedback with us. We truly appreciate you taking the time to let us know about your experience.
We are sorry to hear about the inconvenience caused by the lack of written instructions and the delay in receiving the necessary brackets for your replacement blind. We understand how frustrating it can be to encounter such challenges, and we sincerely apologise for any inconvenience this has caused.
Your suggestion to include brackets or provide clearer communication during the ordering process is valuable, and we have already shared your feedback with the relevant teams. We are committed to improving our processes to provide a better experience for our customers in the future.
If there is anything further we can assist you with regarding your replacement blind, please do not hesitate to reach out to us.
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
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