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
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Spoke with Carolyn seeking urgent help with a solar-powered VELUX window which I had accidentally opened during wet weather and couldn’t close. She was absolutely superb and calmly talked me throu... See more
Company replied
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
Just contacted Velux’s technical support. Dalton, the agent could not have been more helpful. He immediately knew what to do and gave very clear instructions on how to resolve the problem I had. The s... 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
4.6
Excellent
171 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.
5* Customer Service from Velux and the technical team
I have had an excellent experience with the customer service and support from Velux. Shaun in particular from the technical team was extremely helpful in diagnosing an issue with my blind that I had bought. On his occasion unfortunately the blind was faulty and after trying the fixes he suggested, a replacement blind was ordered quickly (to add this the first time I have had a fault with a Velux product so rest assured that this doesn't happen often from my experience).
I level of detail in the responses I have received from Velux support have been excellent and extremely prompt in trying to rectify the issue.
February 9, 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Thank you for sharing your positive experience with us. We are delighted to hear that you found our customer service and support to be excellent. Your kind words about Shaun and his assistance in diagnosing and resolving the issue with your blind mean a lot to us. It’s great to know that the replacement process was handled promptly and to your satisfaction.
We truly value your feedback and are committed to maintaining the high standards you’ve come to expect from VELUX. Should you have any further questions or need assistance in the future, please don’t hesitate to reach out to us.
Thank you once again for your trust in VELUX.
Great customer service
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 spray the channels to ease movement .Unfortunately this didn't work on new blind ,however has improved the operating of 5 existing blinds we also have .
Customer service team have arranged for a replacement blind to be sent out at no cost .
February 3, 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 glad to hear that the initial suggestions from our customer service team helped improve the operation of your existing blinds. At the same time, we regret that the new blind continued to face challenges. However, we are pleased that a replacement blind has been arranged for you at no cost.
If there is anything further we can assist you with, please don’t hesitate to reach out.
What a pleasure to deal with someone so pleasant and helpful
Clear instructions with photos to help. A complicated process handled excellently by Amy who was extremely patient and helpful. Thank you
February 4, 2026
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 thrilled to hear that Amy was able to assist you effectively and that her patience and helpfulness made the process smoother for you. Your feedback is truly appreciated.
If there’s anything else we can assist you with, please don’t hesitate to reach out.
What a difference when dealing with my…
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 everything to address the window blind issue we gave been having. So much that ee linked up on a video call allowing us to work together to fully track the problem we have with our GGL PK06 window, blind alignment. Checked everything and it looks as if the blind motor has failed.
The additional help and advice is Totally amazing and appreciated. So again
A BIG THANKYOU TO YOU ALL A VELUX SCOTLAND.
Regards Hughie.
February 2, 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Hello Hughie
Thank you for your kind words and for taking the time to share your experience with us. We are delighted to hear that Micky and our After Sales Team were able to assist you effectively with the alignment issue of your GGL PK06 window blind.
It’s great to know that the video call and collaborative troubleshooting process helped identify the challenge with the blind motor. Your appreciation means a lot to us, and we will make sure to pass on your gratitude to Micky and our After Sales team.
If there’s anything further we can do to assist you, please don’t hesitate to reach out.
Superb customer support
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 advisor. Through his thorough checks he ascertained the blind was no longer working and immediately arranged for a replacement under warranty. Sometimes electrical devices fail but to have excellent customer service to rectify the issue gives you faith in the product and company.
January 28, 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Dear John,
Thank you for your kind feedback and for sharing your positive experience with our customer support team. We are delighted to hear that our advisor was able to assist you promptly and professionally in resolving the issue with your blackout blind.
Your satisfaction and trust in our products and services are of utmost importance to us.
Should you have any further questions or require additional assistance, please do not hesitate to reach out. We are here to help.
Problem Velux glass replacement
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 absolutely no quibbling they sent technicians who cleanly and efficiently replaced all the supect glazing. A terrific example of a Brand standing behind their product 20 years after installation! Not expected by me and wonderful to experience! Velux are brand leaders for good reason.
November 26, 2025
Unprompted review
Reply from VELUX Great Britain & Ireland
Thank you for sharing your experience with us. We are truly grateful for your kind words and for taking the time to highlight the support you received.
It is our commitment to stand behind the quality of our products and ensure customer satisfaction, even years after installation. We are delighted to hear that our technicians were able to assist you efficiently and that your experience with VELUX has been a positive one.
Your feedback motivates us to continue delivering the high standards of service and reliability that our customers expect from us.
If there is anything else we can assist you with, please don’t hesitate to reach out.
So a little pain in setting up the App… But Technical amazing
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
January 13, 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Hello Malcolm
Thank you for sharing your feedback with us!
We’re delighted to hear that you found our technical team amazing and that they were able to assist you effectively. Your kind words mean a lot to us, and we’ll make sure to pass them along to the team.
We also appreciate your patience with the initial setup of the app and the adjustments needed for the blind. Your input helps us understand where we can improve and ensure a smoother experience for our customers in the future.
If there’s anything else we can assist you with, please don’t hesitate to reach out. We’re here to help!
A great Aftercare team
A great Aftercare team, responsive and understanding. Credit to the company. They resolved an issue with my blinds professionally and exceeded expectations
January 8, 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Hi Paul
Thank you for your kind words and positive feedback about our Aftercare team! We are thrilled to hear that our team was able to assist you with your blinds and exceed your expectations. Your satisfaction is our top priority, and it’s wonderful to know that we could provide a professional and responsive service.
If there’s anything else we can assist you with in the future, please don’t hesitate to reach out.
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.
January 8, 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
January 7, 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.
December 18, 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!
December 16, 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!
December 10, 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
December 5, 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.
December 8, 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.
December 3, 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.
November 28, 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.
November 27, 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
November 17, 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.
November 20, 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
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