VELUX Great Britain & Ireland Reviews 185

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.

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.