VELFAC Reviews 460

very helpful, efficient, fast service

Very quick, friendly & helpful

Excellent aftercare service from Michal, answered all my queries promptly and efficiently.

We placed an order (for external doors and 3x windows), and paid in full on May 27th. We were told lead times were 5-6 weeks. We were then told it would be a further 5-6 weeks. Then we were told it would be October 3rd. Not optimistic that that date will be kept.

The price we were initially given more than doubled.

Update: the windows did arrive first week of October, and were as described, with no defects.

In the last two years we have ordered over 30 triple glazed units from VELFAC in their expensive 200 Energy range - with costs into the many tens of thousands.
The quality control and service from VELFAC has been awful. One huge window had a large and very noticeable flaw in the glass. It took many months for VELFAC to agree it was their problem and even longer to provide a replacement. Then with the last piece of our building completed, we had to order a VELFAC door and their windows again (only because nothing else matched). Again the quality control was appalling, with the door leaf having significant imperfections at manufacture, and a glazing unit with bright marks and surface contamination on the inside of the triple glazing unit.
Three months of hassle has ensued to even get them to acknowledge a problem.
It’s taken so long on a now completed build, and the communication has been so appalling/non-existent from VELFAC that we’re having to fix the problem ourselves to get it right..
So unless you want the lottery of whether a window/door will actually be manufactured properly - our recommendation is to avoid VELFAC like the plague.
It’s a shame, because if you get a good one, then the frameless windows look nice and work well. Just find someone else that makes them.

Absolutely fantastic , very helpful and very fast responses ! Couldn’t of had a better experience

The speed and quality of your service is first class, your answering of emails is quick and efficient.

We have used Velfac for many years, and the service has always been fantastic, no complaints or issue at all. the products themselves are also superior and have no issues with them after installation.

I've contacted Velfac customer service in 2 occasions and both times they went above and beyond to resolve my issues/queries. Great aftercare.

Martin Lachasseigne In customer service was exemplary and an absolute pleasure to deal with - what an asset to the company.
We have fantastic windows and doors and one of the windows developed a known fault and was immediately identified and dealt with - what more can you possibly ask for - THANK YOU

Hi
This is the second time I have had the need to need Velfac services over a something I should have rectified some time ago. Lesley the young lady who responded to my inquiry was absolutely brilliant and could not have done more for me if she tried. I/we are in a position where if all things go according to plan will either build our next home or completely renovate a tired old place. If and when we do I will make sure we use Velfac's products throughout, they are simply excellent. What more can I say.

Being a block managing agent, the hot weather has rapidly shown that we were not supplied enough window de-restrictor keys by the developers. Contacted Velfac on Monday and on Weds received 10x FOC. Can't ask for more!

Contacted through website regarding a broken seal. Good,easy system. Immediate response and new seal delivered along with video references on adjustments -outstanding service.

The Customer service from Velfac.co.uk and Dovista windows is Excellent. I have had my windows and doors from them for nearly 20 years now and they are still going strong, robust and of beautiful sustainable quality and design. On recent occasion when they needed routine maintenance I contacted their customer support and after sales technical team who assisted me with excellent understanding of repair and replacement parts going more than the extra mile quickly and efficiently to achieve returning my windows and patio doors to exactly the same excellent standard and condition of working order they were in when they were installed all that time and nearly 20 years ago. These windows and doors are made of natural materials and insulate my home so well (reducing my heating costs to almost nothing) and are and continue to be so strong and secure. You have again proved what your ethos of sustainability and longevity of your product is all about. I thoroughly recommend and thank the team at Velfac and Dovista for their product support assistance and help.

Very prompt and satisfactory service. Much appreciated.

the team stopped responding to my queries, after agreeing to make a sale. I had to send two emails and call twice over a two weeks period to get sent an invoice.

Then they incorrectly copied my addres onto the invoice (even though they had the correct address in their system). I had to get this corrected over the phone.

The item was shipped via dhl and went from denmark to london to dubai to germany then back to london and missed its delivery date.

Lastly despite knowing the exact part number of my window the fixing they recommended and sold me dont seem to attach.

Delighted with the service. We had a problem with a Velfac window not opening.
An engineer was booked, came on time and fixed the window.
He was efficient, courteous, and helpful.

Thank you for responding to my request immediately

Easy to use website, quick response to my query and good customer service. Spare parts arrived promptly as promised.,

The Handel was not particularly easy to install - can I suggest including step by step instructions as we only had the you tube video to go on. Also the plastic section in the barrel of the lock should have had a pull tab to make it way to remove. We had to do it by hand - not particularly safe. You need to make clear that the internal locking bit can be released but only when pressed, this was not obvious. However the handle was safely installed after an hour of doing it wrong.