VELUX (Global) Reviews 826

The after sales and customer service of velux is fantastic. Even after 20+ years of having a velux window installed they were still unbelievably helpful.

We Had4 Velux windows installed at a total of over $30k. the installer was rude and abusive and even cornered my wife and abused her. they were paid within 7 days and only when it rained did we find out that the window was defective, they painted the ceiling the wrong colour too. We spoke with Velux australia as the installer was VELUX nominated and they washed their hands of it. we also found out that the installer only paid the QBCC insurance on 1 of the 3 windows.
Absolutely disgracefule experience STAY AWAY FROM VELUX!
When speaking to the state manager from Velux my wife was told she should have rung the police when the installer approached her and start bad mouthing her …velux state manager said it was not Velux Australia problem that my wife needed to approach skylights sensational direct and was not their problem even though skylight sensation was representing Velux Australia
Please go figure

We bought new velux windows last year and they ended up not being suitable for our build.

Was a few weeks past return date and Velux refused to accept them back despite being brand new and boxed. Managed to sell one on on Gumtree but still got the other going spare. It could be used in another building but will likely be a brand new Velux that ends up in landfill. I am not even after a refund (as it was our fault) but for a company with a Sustainability strategy the fact they can't take back, sell on or advise what to do with the brand new Velux is very disappointing.

You have to give one star or you cannot write a review otherwise it would be no stars. Velux are considered a reputable company. I have read so many reviews on so many chat websites since my problem arose. The reviews state poor quality of Velux window's mine in particular (aluminium and pine) and poor customer service. Velux say on their websites and I only found this out due to my problem, that their window's need to be installed by one of their registered/qualified installers. Yet Velux do not have just one central selling point in selling their products to customers. They have independent companies scattered all over the country selling the Velux products as well. Are these companies and Velux advising strongly enough that the one vital point that you need a registered/qualified Velux installer?? If you have your window's installed by an unregistered installer and they install them incorrectly your 10 year warranty is invalid. I had a engineer called Steven sent by Velux to my house a few weeks ago due to one of my window's leaking. The leak started in November 2022, my windows were installed in May/June 2016. Steven said my window's were installed at the wrong pitch and he could not touch them. He said the pitch should be at least 15 degrees, mine were 14.3. A guy on You Tube had a pitch of 18 degrees and his window still leaked like mine. The engine also said my windows were quite old now.?? Velux states on their website they should last between 20 to 30 years?? I asked the engineer for a report to give to my house insurers. He said they do not do reports?? He said I got a free home visit which Velux.advised and arranged. I would advise anyone to stay clear of buying any of their products until they make their clauses much more apparent to their consumers. Also to my surprise, like with normal double glazing they are not Fenza registered. So their windows are not regulated. If you do not know who Fenza are? When you have new window's and doors fitted you need to know they are registered and you get a Fenza certificate. When you sell your home nowadays you need all the necessary certificates for like electrics, boiler installation (gas safe), completion certificate for extension and so on. Velux do not have any reassurance in place like Fenza. I am not going to let this rest just here and will be taking this matter further. I am going to contact Velux for more information with regards to why they cannot issue a report regarding their Engineers findings. Also why they are happy to sell their products and take your money and yet they are not monitoring who is installing them for you.

Awful customer service!
Replacement blind arrived broken, emailed Velux they requested video footage of the broken blind this was emailed along with further emails chasing a response and Velux are now ignoring the emails. I am now raising a dispute with my credit card company to get my money back.

One of our two velux windows suddenly shattered during a cold spell. They were 25 years old, so I contacted Velux to ask about replacing the glazing and to my enormous surprise they agreed to replace both under warranty as apparently a fault with those particular units had been discovered many years previously. I was amazed at this level of customer support. Delighted

Absolutely poor service. They took almost a month to reply to emails and after providing an initial estimate, they then couldn’t do the work.
This was after they had numerous video and photos of the requested work area.
Would not advise, they just lack integrity
Initial quote provided on the 6th Feb 23 and then the 24th Feb 23.
Just because velux can’t count that’s 18 days
VELUX. You should read the one star rating. I never mentioned the any installers as well as you claim being incorrect that they have declined.
Again your service is terrible and if there was a minuses rating then velux would be -5

My roofing contractor ordered two rooflights from Velux through his roofing supplier. When they arrived the roofing contractor couldn't fit them as the glass domes were not in the box. Upon contacting the roofing supplier they discovered that the base units and the domes are sold separately which they were not made aware of. It is impossible to install the base unit without the dome. It seems that there is no system in Velux to alert the supplier that you need two components to complete the order. This must surely be a simple mod on their sales system. Anyway two domes cost £1300 on top of the cost of the base units. Ouch!

My newer f4 velux skylights were just reflashed by the company that reroofed my house.They started to charge me extra money to reflash them because supposedly the flash kits werent available. Then the said they DID reflash themwith the Velox kits. So I am just waiting to see what happens next. I'm being pressured to state in their contract that the work is done and after I sign I will get a warrentee by Corning and if anything goes wrong g with the flashing "they will "fix it". Talking to my lawyer. The windows are abt 14-24 yrs old so probably they should e been replaced..

VELUX....a terrible,unprofessional company.
Velux is a Brand name and I installed 2 Velux/Skyligh in my loft.During the cold winter spell 1 skylight started Leaking.
Velux recommended 11 installers and they were not interested because they were
1-Too busy
2-Job too small
3- they only do New installation
4-left message on answer phone and no called back.
I reported this to velux and they had the audacity to tell me over the phone and also emailed me to to find some other Glazer (not velux trained) because my window is over 10 years old and outside the warranty period.
This is Really disgusting because I bought this Brand(velux) because of it's good Reputation.
and at that time they had their own technicians/installers
They definately look like unprofessional, uncaring company.
I am having a Leak and velux is not Helping me at All

WC1X9AA (LONDON)

Disgusting..you have not answered the Reason why I cannot get one of your installers to replace or repair my window??
Velux is a Brand.
People buy it for Quality and service. not to be DISCARDED.
When I installed my 2 velux windows. you provided your own installers. but now you have changed your policies.

I hired a roofer to replace my roof and four skylights. They estimated the work to start in mid-May, 2022. The work was rescheduled several times, waiting on the skylights. Finally the skylights arrived the last week of July and construction started the first week of August. The first thing that was brought to my attention was that the boxes listed the skylights as fixed not open-able. They opened one of the boxes to find that the skylight was open-able. The label was incorrect.

We had four skylights three were the same size and one was larger. They installed the larger first, then discovered that the smaller ones were not the correct size. They were 6 inches too wide. We checked the labels on the boxes, but no size was listed. For the next hour everything came to a halt while phone calls back and forth between the site, the office and Velux were exchanged. In the end I was told that Velux could not make skylights to fit our openings exactly, but can offer ones 2” larger than the opening. Since the old skylights were already in the dumpster I had little choice but to accept this offer. I asked the purchasing agent when he learned about the size issue. He said just moments ago. They did not inform him when the original skylights were ordered. I explained that I would have kept the original windows if I had known that.

They completed the roof by temporarily covering the holes until the new skylights arrive. I finally got the new skylights installed on December 9th, 2022. As expected, you cannot remove the screens and the drywall will need to be removed from the rafters and somehow prep the rafts to appear as painted drywall. The tops of the rafters are showing inside the window and will also need sealing.

Velux's customer service should have informed the roofer that the size ordered was not available when the original order was placed. Their manufacturing needs to work on QC to assure the correct labels are on the boxes. When mistakes like this happen they should prioritize their schedule to make up for their error. It appears that Velux has a monopoly on skylights, which is why they do not care.

I am very disappointed in Velux and if I had to do it over again would have removed the skylights entirely. If you are building new construction avoid installing skylights.

12/24/22
I responded to Velux's reply. Their response is what do I want from them. Apparently their reply is a canned response and they are not interested in helping.

Placed order for 3 windows + flashings. wrong flashings arrived and Velux wouldnt commit to date on when replacements would arrive citing logistics issues. In the end had to wait around a week and even then was not informed of upcoming delivery. Thanks Velux for impacting my build

Edit: after posting this review velux reached out and to be fair provided amazing service and rectified my issues quickly. Because of this have upped the rating

Beyond Horrific.

Save time & effort - Order Keylite Roof Windows.

This is a genuine experience based on a solid roof conversion project done in August. The sales aftercare has now gone truly south.

Firstly, the order for the £1200 pounds worth of roof windows themselves arrived damaged (presumably in transit). Velux were most unhelpful, as unknowingly to the end consumer, I purchased through a well known builders merchant which was according to them "my downfall". After a number of deliberations, the effected replacement part was reluctantly replaced with the comment "the window bar was not engaged and therefore it was likely damaged in transit". How this is possibly the end consumers fault is beyond me. The builders merchant concurred that it was a common problem and down to "shoddy packaging of said products".

Should you wish to inflict further pain on yourself, if you choose to order one of the many lovely blind offerings by Velux, you can expect to handover a payment in full and be fobbed off with a 4 month delivery timescale that is fraught with excuses for delays throughout.

To set expectations, you will be expected to chase this throughout.

If Velux has the decency to reply to my ramblings, I would happily like to open dialog about my experience throughout and for the record, I look forward to their response on such matters.

Callum

A engineer visited our property to inspect one of the curved roof lights that were installed 18 months ago due to it leaking and causing damage internally. It was suggested there was a design fault with the roof lights. The second has now started to let water into the ceiling. I have been advised Velux will visit the first week in January. Not at all acceptable, I have purchased 2 products both of which have failed and velux can not come out for another 4 weeks whilst water continues to come into my roof void and down onto my ceilings. Appalling customer service and great concern over having purchased a product that we feel will continue to fail. Do no buy the flat roof curved windows.

Velux are unable to do the basics - have now delayed my project by over 3 months - delivered wrong or missing parts on three occasions and are totally unable to resolve simple issues

Be warned if you use them you will be let down - best to go with anyone else

Just read all the other reviews best avoided

UPDATE

Please also look at the Velux response to my review - no acknowledgement of the damage caused or an attempt to understand the customer - i have had no contact or response from Velux despite numerous calls and complaints

Ordered 4 Velux custom-sized (72 in x 32 in) SkyMax units thru a local installer, with 20+ yrs Velux experience, and listed as recommended from the Velux website. That's when the whole job, SkyMax units and installation, started downhill, and pretty much ended at the bottom. The SkyMax units have a "condensation gutter" on the inside, which according to a schematic from the Velux website for this SM model should be installed so extending a drywall thickness to the inside of the curbing. When install was complete, this condensation gutter was flush with inside edge of curbing (INCORRECT per Velux schematic.) Had to go to the local Velux rep to help resolve this important install issue, who at first seemed helpful, but after a few visits, took the installers side, and said that the location of the condensation gutter was okay. My takeaway from this disappointment is that 1. should not trust installers recommended by Velux website and 2. the Velux reps, who, after first admitting the install was incorrect, then can say it's okay...CAVEAT EMPTOR

Velux keep removing parts from the box and not passing the info on. As a tradesman this has cost me time and money. I just called my supplier and told him I need to order the felt collar. He said. "It's in the box mate". No, no it's not. It's now an additional extra which you need to seal the roof. So I'm now £100 down and I've lost my earnings for the day as I can't fit the windows. Safe to say I'm moving my business to Keylite. Better products, better service. Waited 4 days for velux to respond to a query about insulation. They are a joke and the 2* average review is definitely accurate.

I placed the order for 6 flat roof domes on 27th of July in a builder merchant store in Portugal. Until today I dont have the domes. The builder merchant has contacted Velux many times, but they dont give them a delivery date or any information of the status. I will have to suspend my construction project in 2 weeks if I don't the domes don't arrive.
This is situation is a complete disaster and the service is unacceptable Velux!

I would like to highlight the fantastic customer service we have received from Velux Co Ltd.

A glazing unit failed in a skylight in my loft, I contacted the company to arrange for it to be replaced assuming as they had been in place for over 20 years that there would be a cost, I spoke to the sales representative and explained the glazing unit had failed she immediately said that sounds like a known issue and passed me to an extremely knowledgable member of there customer service team.

The customer services agent explained the issue and what caused the window to fail, we checked the code on the unit and confirmed it was part of a recall from 1997 to 02 and said they would replace it free of charge, he then asked if I had any other skylights and we checked the other 2 codes and he said these fall within the product recall and would also be replaced free of charge, an appointment was agreed and the service tech came and swapped out all 3 windows in a very professional manner. The original call was placed 10th November and the window units were removed and new units fitted today 16th Nov.

I cannot recommend how impressed I have been with them as a company, the windows were over 20 years old but they did not hesitate to replace them and this was arranged in such a short place of time frame, it just shows excellent customer service can still be achieved.

Thanks

Chris Howarth
Mossley

I have had a terrible experience with Velux. Immediately after my roofer installed what was supposed to be an energy efficient skylight, I experienced fogging between the panes. I have had other skylights, installed in 1991, that gave no problems for many years. Issues with the earlier skylights eventually resulted from ice storms, three trees falling on my roof during the derecho, and loss of caulking. In an effort to make my house more energy efficient, I decided to replace two skylights in early fall. After seeing the fogging, I attempted for weeks to get someone from Velux to come to the house and assess the situation. When I eventually got through to them (a difficult process on its own), they made every excuse, even when their conditions did not apply to my house. There was no condensation inside the house; the leakage was coming in a clear pattern from the lower inside of the double-paned window. I sent photos, which were ignored. After several weeks of leaking argon, the window is now clear, and they claim that means everything is good--that it was external weather creating the problem. But it is clear now, which is what happens when windows have lost their gas. Why would it have been fogging for several weeks and suddenly turned clear if it was the weather? We have had the same erratic weather patterns for weeks now. The change in the condition of the window is not related to the weather. Also, I have had no water entering the house; the installer (20 years experience in roofing) is not to blame. They also claim that I have no warrantee although the window was only purchased a couple of months ago. I presume they are trying to make me shift the blame to the installer who purchased the window on the behalf of my insurance company. When I spoke the last time with their representative (third call), who had promised to set a date for someone to come to the house and look at the window, she hung up on me. And after I placed a complaint with the BBB, the Velux representative who responded to that complaint was dismissive and smug, misrepresenting my position and saying that he was glad their advice had been useful. They never worked with me on anything. I got one representative, who has a dog barking in the background for every call, who told me it was internal condensation. That was their dedicated effort to solve my problems, on which they congratulated themselves in the last BBB response. They only responded in any other way to me after I wrote to the BBB, at which time they also told me that they were too busy to investigate and did not intend to send someone from Montreal to check the window. In the final communication, they said they could not get to me until the spring 2023 as they were too busy dealing with issues from other customers (warrantee issues) and I would have to pay for the assessment. So apparently, they are many months behind with dealing with issues from other customers with problematic windows! Don't buy from Velux.