VELUX (Global) Reviews 826

When I had a leak on the velux the company didn't want to know. And fobbed me off, terrible product disgusting after sales care. Stay away

I'm torn on this one. I've spent a long time preparing for a re-roof and fitting windows. I bought 3 SK01's and they were delivered on a pallet to my office. A colleague helped me move them inside and then another helped me get them home and into the garage, where they sat. The boxes appeared fine, but I didn't open them apart from peering through the cardboard handle slots with a torch to check the glass was ok.

My original roofer let me down and I got another one to fit them a few months later & I left them to it whilst I went to work. When I got home they were all in, but one of them wasn't shutting properly. After questioning the roofers they said that they'd taken the windows out and put them safely in the garage whilst fitting the frame and when they came to fit the bedroom one, they noticed a split in the sash. They showed me it and there was indeed a big crack down the side, preventing it from closing fully but that they had to fit it because they had already cut the hole in the roof. This must have happened at some point during delivery.

I called Velux and they said I had to go through the builders merchant. I called them and they contacted Velux, who said they wouldn't help because they'd already been fitted. These windows cost over £1,000 each and they were not interested and used the builders merchant as a go-between! I'm not sure what they were expecting me to do with that scenario.

In the end I had to order a replacement sash for another £400. I was lucky that the other window could close enough to keep the water out, but the new sash arrived. However, the box was damaged at the corner, as was the outer metal frame at the corner too. This prevented me from properly attaching overlapping metal bits, which to help the water run off. I managed to get it close enough that it should work the same and got it fitted, but it was another case of bad delivery and a damaged product of £400!

Add to these woes the Velux reward scheme, where you have to submit your invoice within 3 months of the purchase. It took about 3 months for the windows to be delivered in the first place(!), but I had fully expected to enter serial numbers and so I didn't attempt to claim the rewards until they were out of the box (too late).

I eventually submitted my invoices for 3 electric windows, 3 electric blinds, Velux active and the replacement sash and they were rejected, although they said that they needed to be submitted one at a time (only the replacement sash was within the 3 months so, demoralised, I just didn't bother). It's a devious reward scheme and I think the 3 months instead of serial numbers is a way to fool people into thinking that money will be saved.

As for the windows themselves, they have made a huge difference to the house and you can see that every aspect of the window has been designed to the most minor detail. I've had no issues over the Winter and am really looking forward to seeing the benefit as the sun comes out more. The only other comment on the window is that the wooden sash is very soft and is easily dented.

The electrics worked first time and the pairing to the app was seamless and has worked every time too. The app is good, except that it displays temperature, humidity and co2 as a pie chart from some bizarre reason, so you can't see how they change over the day.

I'd also like to see custom "scenarios" in the app, where I could do things like opening all windows to Vent only, or perhaps something that could group 2 of the 3 windows together and control those at the same time, whilst leaving the other.

Overall, now that the windows are in, plastered, painted, etc. I'm very happy with the overall benefit to the house of the windows and I would give 5 stars for that, but the delivery issues and lack of an interest in helping with my damaged (expensive) sash was not a good experience. Receiving a damaged replacement was not great either!

The reward scheme seems deliberately hard to make use of, especially considering the delivery times and 3 month limit after purchase are so similar.

I'm still left with the damaged, electric, triple glazed window but no idea what to do with it.

Appallingly lax customer service. Told not to use a produce because of a danger of electrocution. Fix agreed and now 6 months waiting for action. No ventilation! I used to specify their products regularly -did so for some 40 years- no longer , a story of failure from the arrogance of a market leader.

I've had skylights for over a year, Had a small problem shutting them ,phoned up customer service after a video the problem was fixed, Turns out I was being to delicate with the windows

Credit Control Department (the part that deals with Ireland) is not fit for purpose. Nearly three years after install of three velux windows we get a email seeking payment. As far as we were concerned based on last email with the company nearly three years ago there was nothing outstanding. Now roll on nearly three years I get an email out of the blue demanding payment and I actually thought it was fake. But it wasn’t. I believe others are in similar predicament. December 2020 January 2021 is the timeframe when something went completely belly up in their Credit Control Department.

Absolutely useless company. It's taken them over 6 months to decide that they are too busy to take on the replacement of 2 skylights. They promise the world and don't respond to emails or calls.

As advised by Velux when my new windows were fitted I purchased their window pole to aid open and closing roof window. Do not waste your money! The hook has scratched the window bar and removed the paint. When I complained this was the response -:

As a recommendation, we have seen previously the inner face of the 'C-shaped hook' being lined with a soft foam or similar material. This lining should be sufficiently thin to allow normal operation, but will prevent the hard plastic of the hook from contacting the handle surface, therefore reducing the chance of scratches etc.
How can they sell an item that is not fit for purpose and requires me to modify with soft foam !

I

We had builders repair our roof and damage the glass on one of our electric roof windows. Even if you are prepared to pay for a Velux engineer to come to repair Velux refuse to attend and you are left to use their search link to find a company to attend and waiting for when a company they have certified to be available to come to you. NO idea given about competence assessment they carry out for a company to be certified. !!!

Moved into a house with multiple Velux windows and have noticed regularly that there is a fly gathering inside the window. A quick search online has shown me that this is a very common issue and that the flies are getting in from the outside due to a design issue with the Velux windows. I asked Velux for help on this issue so that I could locate the access point better and seal it off but they pretended it was an environmental issue and that they come in through other parts of the house. There's not a single fly anywhere in our house, not on any other window, not in the walls, not in the attic, only inside the Velux windows. Shame on you for not helping your customers out and admitting this is a common issue.

We had 2 large skylights fitted about 5 years ago now, over this time some of the white trim had been scorched by the sun. Sent an email and pictures to velux customer support and they came out and re trimmed both windows. Just wanted to say of the great customer service we experienced. My builder purchased and fitted the windows and they didn't ask for any proof of receipt or age of windows. Made the experience stress free.

Appalling instructions.Just half cut pictures that you have to interpret.These have completely changed since I last fitted one 15 years ago for the worst.so anyway i was replacing one that had rotted and misted up on a roof.
It came with some aluminium frame and polystyrene that you assemble first and fit into the roof appeture although this doesnt work with replaceing an existing old style one,unless you want to completely retrim roof opening.Instructions need words.Not euro pictures.also issues with pull handle not being connected to the two pull prongs which should have been done in the factory.Again no instructions for this ,so had to approach this issue on a trial and error basis.took absolutely ages to detach the sash from the frame,once fathomed out how to connect.What was once an easy install product is now a headache due to instructions,or lack off.there is also some clips left over ,for which nobody could understand . somebody suggested these were for holding the edge of the tiles down.overall experience compared to the old style , which Were were easy to fit 15 years ago is poor.Glad I am not self employed anymore .I would have lost money on this install.

They Deserved Minus Stars,
I'm a Velux Dealer.
Do Not Use Velux Skylights,
Absolutely disgusting the way
velux handle business,
They actually DONOT Handle business,
They don't care AT ALL. !!

I received after a new integra klr 200 remote from Velux just under five years ago. It needed the technician to come out to reset the window (4 metres height) for the new remote to locate the window but had been working perfectly up until ten days ago. Then a message appeared saying the window did not stop in the chosen position and is now in the position of 11% . At this point there was an 'ok' prompt on the screen but nothing happened when pushing it and so I thought the logical thing to do was to take out the batteries and put them back in again but still no joy so I was left with the only option (apart from calling out a technician) of resetting the remote. Then I remembered about having to reset the window (I really don't understand this system because if the window is difficult to reach it will always cause problems). Anyway, the technician came out and I thought he could just reset the window but now I've been told I need a new motor, solar battery and various other bits and pieces - 605 EUR no less. It is a lot of money and there is very little information available online about what to do if you get these error messages. I would like a second opinion regarding the problem but you are always forced to use a Velux technician and they are not cheap :(

Our velux was playing up. It took a few email exchanges to get someone out, but once I got a human they were great. Guys who turned up were super helpful. It turned out it wasn't even a product fault in the end.

Velux are quick to sell you their products but the overall customer care experience is significantly lacking. Wrong flashing kits, broken window, windows left on the edge of your driveway, women and children carrying heavy windows. Customer services try their best to help correct the issues, but unfortunately the damage has already been done.

I had two skylights installed by Velux' chosen installer in 2018.

In March 2023 the one in my LR started leaking. Aside from the cost to get it replaced/fixed, it caused $3800 in ceiling damage to my ceiling. This is a NEW house, finished in 2018.

I contacted Velux as a warranty claim. They sent out THE SAME GUY WHO INSTALLED THEM to see what went wrong! He said [of course] that he installed them correctly, and suggested my fire sprinkler system had caused the damage, even though it had never leaked before or after!
My insurance co. came out and said there was not way the sprinklers had EVER leaked!
Velux then fobbed me off to THEIR insurer, Liberty Mutual, who, in the course of continually denying ANY liability, then said "We don't cover warrany issues." So why did Velox waste my time ane 4 weeks by having me deal with LM??
I will now pay someone around $10,000 to replace/repair the skylight, and fix the $3800 damage to the ceiling.
Then I will sue Velux not only for that $10,000, but an additionasl $100,000 in punitive damages for tortious breach of contract, fraud, and misrepresentation.
This is a Danish company that should be banned from doing business in the US.

We were sold 2 electric skylights. Don't be influenced by the convenient feature of the rain sensor which is sold as something that closes your skylights automatically. It does not work. Not even in a downpour. Velux doesn't care and has no intention of fixing ours which are WELL within their warranty dates.

We have just had HessianCole who were recommended by Velux to install two flat roof windows in our kitchen and bathroom what a brilliant company!done a first class job and were very clean and tidy
Thank you Velux

I was due to receive my blinds on the 5th September 2023. Parcelforce have apparently tried to deliver for the past three days but ”consignee has been absent” even though I have been at home waiting for the parcel every day! No reply to my email but still keen to get my feedback with their automated emails. I should have read the reviews before ordering, absolutely shocking service.

I had 2 velux manual roof windows. after a breif coorespondance with velux by email (fast reply) I decided to upgrade/add solarpowered wireless motor control to the 2 roof windows.
the kit came with all needed items (except a sawblade) and a easy to follow guide (I also found a youtube video showing howto, made by velux). it was very easy to mount and took less than 2 hours for borh windows.(no drilling needed)
now I can open the windows and after adding a router kit, I can set up automatical ventilation and remotely control the windows. Im
very happy with the upgrade and I also find the price for the kits is a great value.