VELUX (Global) Reviews 826

Angela (AJ) was really helpful throughout the ordering process. Advised me really well with the challenges we had to overcome and always quick to reply.

Thanks again

Had the locking catch break sent a email to velux they identified the part, dispatched it same day at no charge. Was sent link to video on how to fit. Installation took 2 minutes

Very happy
Lewis Evans Sandside Cumbria

I have no complaint about the solar tube itself the problem is if you live in Florida it is not hurricane code and you house will not pass wind mitigation inspection and your insurance will go up thousands of dollars. Do not buy if you live in Florida!!!!!!

I recently purchased a velux window and a velux sun tunnel through a third party. The window was marvellous, but after installing the sun tunnel we realised that the product was not fit for purpose. It gave almost no light at all.
We contacted our supplier to try to return the sun tunnel but they said that because it had been fitted they could not have it back.
I then contacted velux myself and had the same response. They said that they could not sell that product to another customer.
I wouldn’t expect them to sell it to another customer. The product is not fit for purpose.
How was I to know that until the product was installed?
I was hoping that a well established company like velux would have shown some good will.
I am very disappointed with their product and their customer care.

Missing pieces and delays which cost us thousands - Dormer kit arrived with a piece missing…. Six months after placing order we still don’t have a full kit which has cost us thousands of pounds in scaffolding hire and cancelling scheduled builders, not to mention the huge disruption to our personal lives by having to live in a building site for months longer than needed. Communication is minimal and we have been informed today that the replacement part is delayed (4 days before it was due to arrive) with no estimated delivery date available.

I am not one to post negative reviews and truly wish I could give Velux 0 stars, but after installing 3 Velux skylights 6 years ago, 1 works as it should, 2 no longer open. The problem lies entirely with the horrific software that pairs the skylights to the remotes. The 2 that no longer open have a "simple" solution emailed to me by the company. Hit the reset button on the actual skylight itself--oh wait, it's about 18' in the air. So go buy a ladder and follow the instructions to put an open paper clip in a certain small hole to reset ("this may take several attempts" - I wonder how I am supposed to check that while precariously balanced on my ladder??) and then begin the directions to pair the skylight, but it gets better. You'd better complete the pairing process in 10 minutes or start all over. "Step 3 must be completed within 10 minutes of Step 2. Follow instructions based on remote type KLI 310/311/312: Identified by gear and pairing icon on bottom edge of wall switch. Press the pairing button for one second. Press the center stop button for one second. Within three seconds of Step b, press the down button for one second. Pairing is now complete." LOL Or alas as in my case, the remote will say "Failed". Note the very specific time frames for following the instructions - press for one second, press for one second, within 3 seconds press for one second. WTH?? WHO designed this #$!X@# software? Save yourself a lot of stress and DON'T BUY VELUX!!!

VELUX Order 5021291762
Model: MK08 S10G01

I purchased 3 of the above model windows on November 7 2021 for nearly £2000 and as of yet am still awaiting delivery nearly 4 months later!

If I could give no stars at all then I would.

Extremely disappointed in what is supposed to be the market leader in these types of windows.

I have had my delivery date changed at least 5 times since placing the order with all manner of excuses.

I appreciate the current economic climate with materials etc but I was originally given a 4 week lead time.

To my dismay when I started looking around for alternatives came upon a company who told me they have been ordering the same product and getting delivery within 4-6 weeks!

They are obviously prioritising commercial customers over private consumers which is unfair on top of blatant lies about material shortages.

To try and be balanced I must admit that they have refunded the price of 2 flashings that go with the product at £200 but that was after 4 phone calls and 3 weeks of chasing after they offered the refund in the first place!

I still have no product and have received another email at the time of writing this review cancelling my most recent delivery estimate of March 7, this time with no amended date.

This whole saga has caused untold delays on the extensions on my property as my builders, electricians, plasterers have all left for other work and cant guarantee when they can come back.

I now have an un-plastered extension with a part tiled roof covered in a tarpaulin and no electric running to my extensions (side and back) since it is not watertight.

A very poor service which is still ongoing, I will never recommend this product to others, I suggest using an alternative product from a competitor.

I cannot Thank the Velux staff enough that have help me out this week. I made to phone calls and was met with courtesy and was given the help I needed.
My Velux skylight had been damaged in the storm and needed replacing asap.
I was given a quote and told the waiting time, unfortunately was too long for me to wait but the quote was instant in a very professional manner.
I found a factory that could make the unit so there wouldn’t be a long wait but they needed the measurements etc.
I spoke to Martyn in the technical department who was amazing. I was provided with all the info via email within 5 mins.
Velux you have some wonderful staff and as one who has dealt with claim takers, claims handlers etc all week
Your staff are a breath of fresh Air.. Thank you

The velux is leaking now and you say you and The Daylight Doctor are not at fault? You are disgusting companies. Diversity told me to fix it and pay for it myself so nothing more to say to them. The amount of poor reviews says it all Velux

Poor quality windows - spent £4000 on timber version windows only for wood to turn black and leaking from bottom. 10 Year guarantee doesn't count for anything they just find excuses to blame the installation

We placed an order for a roof Velux window including an up-stand which has failed to materialise in full. (I already have 11 Velux roof windows installed which came on time and worked perfectly so I have no issue with the quality of the product.)
Here comes the big but: The money was of course paid in full as the item was ordered in November 2021. The actual window arrived almost on time with some delay 3 weeks ago but somehow Velux have employed a delivery company that is just failing us disastrously by not delivering the second part of the order: the up-stand. My builders have now left the site and will be back one day when Velux decides to deliver the up-stand. What a nightmare - my builder has offered to go and collect the item, I have spoken to them, the builder have spoken to them and Velux customer services have been really lovely but somehow Velux insist on using this company that just cannot deliver on time or even locate any of the 3 up-stands Velux keep sending them! To be so inflexible as to refuse to put the item we have now been waiting for for over two weeks in a ‘taxi’ to just get it here defies belief. And to keep sending the same item to a delivery company that cannot find it in the warehouse must be the definition of insanity.
We have now been told Tuesday next week which none of us feel able to trust or rely on. Consequently my builder and the roofers have gone off to do other jobs and I am left with a tarpaulin over my new extension hoping it will stay intact and not leak. My builders have had to tolerate two weeks of lost production. Shame on you Velux.

My husband spoke to someone this afternoon at 3 pm on the 21st January 2022. Would just like to say a huge thank you for spending time going through the reset scenario on our Velux solar operated window. Without your guidance we would not have got it working. Would not hesitate in getting other windows from Velux. Exceptional customer service support. Thank you

Having placed an order for my required windows I was advised of an extended delivery period of seven weeks. Having planned around this it was pleasing to see that they arrived on the due date. Have need to speak to the customer service and technical team to assist in setting up the window operation. They were very helpful and considerate in this process and we managed to resolve all the issues to my satisfaction. ( thanks in particular go to Hannah & Logan ) They have also added me to a notification list Velux are running for availability of blinds once they are in manufacture and available to procure

The market is crying out for some competition in roof windows. I ordered windows in mid August for delivery late September. Our extension roof was formed and made ready for delivery. The flashings came but not the windows. Eventually after much chasing it turned out Velux had messed up the order and had just stopped manufacturing the product. So a new order was created for a similar product (slightly larger so will require extra work to widen the hole that had been formed). It's December and we're still awaiting delivery of the windows. We had emails telling us they were on their way with delivery on the 14th December. Having waited in all day, I chased this only to be told it would be the following day. Same thing again, told late on that it had not been loaded on a lorry and they would check at 10 am the next day and let me know. I chased them again to find out was it being delivered so as to save me waiting in for a 3rd day in a row - no response.
Market dominance has obviously made for a soft company with little customer care - how else could you explain not being able to provide a delivery date never mind a delivery time slot.
It's touch and go whether we will have a roof over our extension before Christmas, relying on roofing felt and some tarpaulin for weeks on account of our order being 3 months late.

Top marks to Velux customer support!
I contacted the UK office customer services regarding a faulty handle on a new side hung window.
Staff (Gemma&Emily) were really helpful and the part came out really quickly with a video to guide me.
That’s what good customer service is - it fixes the problem, is informative and responsive!

Substandard Skylights and Service

Our roofing contractor recently installed four new Velux skylights when he replaced our roof. He purchased the skylights directly from a building supply company. We noticed a large crack inside one of the Velux skylights about two weeks later and reported that to the contractor immediately. It has been two months now and the defective Velux skylight still has not been replaced. The contractor says that Velux refuses to provide a new skylight notwithstanding that there is no question the original one is defective. Velux want the contractor to replace only the glass, something the contractor has never had to do before. Frankly I had no idea that a new skylight would crack less than a couple of weeks after being installed, or that the manufacturer (Velux) would not take responsibility for replacing it.

Ordered a blind for my loft velux window to keep the light out and aide sleep. It was expensive so I was hoping it was good quality but was so pleasantly surprised the fitting was a doddle and the quality superb. I’ve been let down with some big companies who should have been top quality given their brand but can honestly say I was so very pleased. It also as a side stops the room getting too hot when closed all day in the summer which we didn’t realise would happen so win win for us very happy!

I bought 5 Large Triple Glazed Velux Windows for my Attic,about 5 years ago.As such,they get very little use where they are.This is a Review of the product and not the company as I purchased them through a Building Supply company and not direct.I choose Velux as it's supposedly the best however,in my experience,this product is very poor and is not worth the price it commands.
My Velux Windows leak between the Velux opening and it's own Frame when it Rains really hard and the Top air Vents Mechanisms have broken somewhere inside,leaving them open all the time.
This product is a prime example of Price not always Guaranteed quality.
I would advise anyone thinking of buying this type of Window would be to research other makes before buying these expensive,poor quality units.Hope this helps.

Great windows, shame they outsource they're operation to DX for the delivery who make My Hermes look like the most competent and careful delivery companies in the world.
After various deliveries damaged in transit resulting in lots of delays... and then they want the damaged ones back.
If you can buy them through a merchant then get them to deliver them and deal with everything, don't whatever you do let them arrange for Velux to do it direct!

If i could leave a minus i would
I ordered a velux suprise!
Was told 4week delivery
No communication
I Contacted velux 2week delay ok
On day of second delivery I contacted velux again to see what time velux would arrive and was told another 8weeks POSSIBLY but no guarantee
I can not believe it if you can not supply don't take the f..in order,
There has been no correspondence since
Don't bother ringing the office staff although pleasant, but can't do a thing to help or sort
Try fakro instead
I won't be using velux ever again!!!!
I suggest you do the same