VELUX Great Britain & Ireland Reviews 186

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

Purchase velux cabrio windows paid over 9k for 3 of them plus solar blinds so more than 11k, after 3 years windows stopped opening correctly called velux they arranged twice to call out cancelled 1 day before giving a ridiculous excuse first time needed an extra guy second time part had not arrived typical bad company with bad warranty and back up Velux used to be good

Bought a replacement pane which went wrong, in the 2 year guarantee period and Velux covered getting a replacement with out making it stressful

Found them on Facebook of all things - received a quote in a day, explained the differences I could consider. Order placed, items purchased and a local firm arranged to fit. Really pleased with the end product and very grateful that Velux (D Agnew) took care of everything. Zero stress or worry. Recommend and thank you for your excellent Customer Service. 10/10

We had a slight issue with the pole scratching our handles. Velux replaced both handles and advised they had a better fitted product for our situation and sent out a free replacement pole and attachment combination which solved the problem. Thanks Velux.

Failed to deliver Velux blinds on time on 16 September. Wasted whole day waiting at home. No accurate tracking information available. Item still hasn’t been received. Unacceptable!

Rang customer services in Glasgow. Very quick response and connection to the right department. Shaun was excellent. Had plenty of time to check through things I needed to discuss and listened very attentively, double checking things which were knew to him too. Very impressed by his polite and friendly manner as well as the help to resolve the issue with a missing part and installation problem with an exterior awning.

Terrible quality and design backed by poor customer service. My velux blind has failed due to poor selection of materials which has meant the strings have worn through the plastic fittings and now the blind doesn’t work. No option for a replacement as it happened after the three year guarantee period. Despite what velux advertising says these blinds are definitely NOT MADE TO LAST.

Woke up this morning with the sun. Once again light flooding in from around my “blackout” blind. I have contacted Velux about this matter and have been advised as to what to do to ensure a good fit. I have duly tried these things to no avail. The blind does not keep light out especially now that summer is starting and the mornings start earlier. I have used Velux blinds in excess of thirty years and they have always been excellent at keeping out the light. Only once have I purchased from another blind company and vowed I never would again. Until my last purchase directly from Velux. I bought a blackout blind to fit my GGL-7 window and light floods in from both sides, top and bottom. I am awake so early that I have now bought an Alaska Bear sleep mask to avoid disturbing my sleep. I am bitterly disappointed in the quality of lack thereof of my blind that I would not purchase from Velux again and could not with any sincerity recommend the purchase of blackout blinds from them. Unfortunately the quality did not exceed that of the internet blind company I once used and vowed never to again. It makes me sad when companies who were once at the very top of their league drop their standard so far.