VELUX (Global) Reviews 826

Absolutely love our solar powered blinds. Very easy to install. The reason for 4 not 5 stars is I found them really hard to get out the box. I mean REALLY hard! The threads got pulled and then when I fitted them I hadn't realised the thread was wrapped around the blind so I had to try and remove again.

Much better packing design needed.

I had an electrically controlled window installed 3 years ago and a fault developed in the remote control and the window catch had locked shut. I contacted Velux who sent me a new remote along with a specifically designed opening tool and instructional videos. None of these were charged for. In trying to carry out the unlocking and re pairing of the remote I hit some snags so I phoned their technical department. Sean, who answered, could not have been more helpful and patient. We went onto video on our phones and he talked me through what I had to do. Throughout, I have had prompt and a faultless customer care experience. So much so that I was keen to put my praise on the record.

I was not advised at the time of the quote that the painting was not included. I now have what I consider to be an unfinished skylight window. I will now need to employ a painter at extra inconvenience and cost. Secondly, paint was removed from a wall at both ends of tape used to hang protective plastic sheets covering furniture. Particularly upsetting is because I had the whole house professionally painted early last year at great cost.

Hi can any one help with a problem we ordered double glazing last Nov 23
from a company who ordered our windows from Velux the 1st window was fitted but the wrong size the second window had a inside fault the replacement was damaged in transit the 2nd & 3rd both had cracks in the frames ,the four & fifth now have faults & also need replacing ,two mosquito blinds where wrong size ,As we have a small b&b we have not been able to rent out the rooms due to the work ie plastering gaps etc & have lost over 3000 Euros in bookings in the last 13 mths Velux have said the new windows will not be ready till next February 25,Then we have to get the company who we first ordered with to finish off so it will have taken 16 mths if it goes to plan we have asked velux for compensation due to stress loss of income but they said no how do we stand ??? Velux said not there problem so now are taking legal action against them ,even emailed head office in Denmark but not even a sorry NEVER USE THEM

I purchased some solar blinds. It was a little awkward to fit them, but plenty of you tube videos available to help.
They work brilliantly and pretty reasonably priced.
One did go wrong after about 18 months, but the customer care team were great and sent me out a replacement.

My partner and I have enjoyed the benefits of Velux windows in our house for the best part of forty years. This year we decided to replace them as we could see condensation appearing between the double glazing.

After a number of phone calls with Velux we decided to purchase the windows directly from them. We spent considerable time and effort in order to reach the point where we were satisfied with the products we were ordering and the total price -including installation by a Velux accredited installer.

However, when we finally phoned Velux to say we wanted to go ahead the price for installation suddenly shot up from £1200 (inc. VAT) to £1900 (inc. VAT). The representative explained lamely that there had been a mistake in the original quote; he apologised but in a way that completely lacked sincerity. He made no attempt to redress the situation by offering to honour the original estimate as the mistake was Velux's.

We decided to take our business elsewhere.

It was only after this experience that I decided to Google "Velux installation reviews". Having read many of the reviews here on Trust Pilot, my partner and I both feel we have had a lucky escape.

Thank you to Katie in after sales for providing a discounted rate for my roof window actuators. Massive headache sorted

I purchased 3no Velux GGU MK04 0070 & EDW MK04 2000 Flashing BDX & BFX. On the Installation of the first skylight, i was very impressed how well it was all made and it was like an Ikea product fitting together nicely.
However on the second installation the BDX Insulation Collar was made up of bits and stuck together. It look like off cuts of sub-standard foam stuck together. I scrolled the Velux web site to see if the BDX Insulation Collar this method was standard.
There was no mention of joints in the BDX. I was told by Velux this was put together by machinery. If it was put together by a machine the joints would line up and be invisible, but they don't line up and the glue is excessive. Sub-Standard Workmanship. I did complain, but Velux said there not going to anything about it. The third skylight was perfect.
I thought Velux was the Rolls Royce of skylight windows, but not in this instance?

If you have a technical problem after your velux windows have been installed don't bother trying to get hold of them on the phone. They don't have one. Customer satisfaction at its worst.

We have an active hazard in our home due to a faulty window they issued a recall from combusting in our living room. We still have another window subject to the recall that can spontaneously combust at any moment. If we were there when the first had shattered, we would have at minimum needed to go to A&E. It could have killed us or our cat. Instead of urgently replacing it, they stated it’s not an emergency as the shattered window was boarded so they can’t come for a month. Of course, our heating costs will skyrocket in that month from having no double glazed window. They stated they wouldn’t reimburse for increased cost or for us to replace the window by someone else, which we could have done within the week.

Their products are faulty and they don’t view it as an emergency.

I ordered a window from Velux, then my builder let me down so I decided to take Velux up on their 'installation service'.

When I called I discovered that because I have already ordered the window FROM VELUX, they cannot install the window. They can only help me if I tell them before I order the window. I asked: can you just pull up my order number and you know, join it up with a work order for example, and they said nope, not possible.

It's like dealing with the NHS.

Also their website is so bad that I actually had to call customer service several times in the course of putting in my order. I typically place something in the region of 20-50 online orders every week and I have not encountered such a problematic website in many years.

I am still fuming over the fact that they cannot replace my velux skylight blind batteries because reasons. They just told me to buy new blinds despite the fact that these blinds are perfectly fine and I paid a few thousand pounds for them and then several hundred pounds to have them installed.

Absolutely abominable service. I had a skylight damaged in shipping. Distributor did not explain that it was broken and reordered. Velux wanted everything documented and that delayed process and my recieving replacement. They would not ship to me and distributor only delivered one day per week. My job was part of a larger roof replacement. I begged velux and they agreed to let me pick up in Sparks Nevada, 200 miles away. I drove up that day only to find distribution center closed at 3:30. No one could even tell me what time it closed and so I ended up checking into a hotel and spending the night. I lost over a day in time and a tank of gas and it delayed my next job. On that job, the tubular skylight had a diffuser too tight. ended up spending a total 0f 8 hours and three trips to the job. Oh and while they love to blame problems on installer, I was once a referral contractor and dealer, so I know the products well (and was a manufacturer's rep for three other skylight companies.) Service is gone farther south than the Carolinas. Oh and when I confronted the rep, he said their was nothing he could do for me and "Don't call me again, we are through!"

ZERO customer service.
Told velux that we have water pouring through our roof windows (and sent them pics) and they said they would find a contractor for us. TWO WEEKS LATER - they have done nothing about it and have fired back an email asking MORE questions!!! - are you actually kidding me!!! Thanks for nothing Velux. I'll be ripping them out at the first opportunity.

From initial contact with Velux to our replacement window being fitted the whole process was exceptional, from the call centre staff to the fantastic the engineers who replaced my window. They were on time, clean tidy and very knowledgeable and efficient. I would highly recommend this company.

I had a large Velux solar blind which puckered up so much at the edges the entire blind was no longer usable. After phoning Velux who constantly tried to blame the fitter a second blind was installed and this was the same ie puckered at the edges. I asked another blind company who said they no longer used Velux for larger windows due to this issue so my advisor if you have a large Velux window don’t buy there solar blinds as they are no good

The Velux blind cost me much more than alternatives so i expected a premium product....instead i have a product that has worked correctly twice (so I know its not the installation) but the rest of the time the motor does its best to break the whole blind when it reaches the bottom of the window....not sure where its trying to get to but instead of stopping or travelling back up the window its sits there madly clicking and messing up the blinds horizontal alignment requiring me to get out the step ladder and manually realign it. I expect my blackout blinds to cover the whole window but with this unit I have to stear clear of the bottom 3 cms of the window or else the motor just goes crazy and sounds like it is going to break something.

Shocking customer service, first contacted in late May for quote to replace skylight, had to contact them several times since to progress quote. Paid £150 for survey which would be refunded if we proceeded. Eventually carpenter turned up for pricing the work over two months later.
Got a quote from Velux Glenrothes then phone calls twice that day asking if I wanted to proceed and asking for deposit.
On checking quote 'chippy' was wanting £2400 for fitting window, needless to say I told them to cancel the works.
After his quote of a scaffold, materials and disposal his hourly rate works out at £250 per hour for an 8 hour shift (didn't know I was hiring a lawyer to fit my skylight!!!!)and that didn't include the cost of window and flashing kit!
I costed the price of scaffold hire, waste disposal, dust sheets, nails, timber, and all came to less than £300.
On checking cost of window and flashing kit I can buy the same items from another window supplier £150 cheaper than from Velux direct!
Avoid and buy elsewhere and get sensible quotes.
Having to give one star to enable posting of review but would give zero if I could.

Credit control dept inept.

Today I received a letter from a legal company threatening action if they were not paid in 7 days. This was initiated by velux who were paid nearly a year ago. I have receipts & records.

I also queried why I had received no correspondence leading up to legal proceedings. No response.

Customer service dept unable to help as separate. Not a good experience.

My advice is to keep careful records with this company.

Terrible customer service. Took weeks to arrange collection of surplus items (and that was after I had to send photos of the unopened boxes), charged restrocking charge of £30 + VAT per item on top of the £40 + VAT collection fee, and I'm still waiting for my refund 2 weeks after collection.

I was hoping to replace like for like for my attic room sky window. There is comparison between the old one and the new one. The old one was very sturdy had a metal plate covering the top of the blind and the roller. The cord was a lot thicker. I regret buying it especially it’s double the price of similar blind from other retailers.