VELUX (Global) Reviews 826

Awful, awful, awful, Velux have lost it. Ordered two large sky lights for house renovation, waited weeks to arrive and then on day of arrival, and only after I chased, that Velux have major manufacturing issues and they don’t even have a build date. Thrown entire construction project into disarray, room can’t be sealed etc, now trying to find an alternative to Velux.

Skylight was in stalled in July 2017 and worked great for five years and then quit running we contacted the service and the schedule was set up the man came out and fixed it one year later it broke again for the past three months I’ve been trying to get in contact with someone to come and fix it on the date the person was supposed to come and fix it they never showed up this is not the way to run a company I’m sitting here with a skylight that has no purpose other than a little light in that isn’t what we put it in for if this is the best you can do I think I’ll tear it out

I have purchased a Velux App Control Gateway to control my 4 velux windows through the Velux app. The process of installing the and configuring the gateway is awful and is real hit and miss.
Eventually got it working , not quite sure how , but now it doesn’t recognise any of my windows or switches. I have followed all of the instructions, watched the videos, reset my windows. Still no luck.

It’s absolute rubbish and I cannot believe Velux actually sell this stuff.

Looking at the reviews it seems that nobody is being helped to resolve this problem so here we are. Just sitting around having wasted our money.

I bought 4 Velux windows and flashing for a kitchen extension from RoofGiant for about £2.2k. Arrived 5 days later but depite being as per the archtects spec, the fitter said they were too big. I ordered smaller ones (£1.6k) which have now been fitted. I requested the original items, all unopened, be returned to Velux via RoofGiant.
It is now 2 months later. The windows have not been collected. They are large and obstructing the hallway, in the way of the builders. I have repeatedly chased RoofGiant for the items to be picked up and they blame Velux. I still don't have a pick-up date and they still have my £2.2k. And when I finally get the refund they will be deducting £120 for carriage and re-stocking.
My suspicion is that they are waiting for someone else in my area of London to order some of this size, ie using our house as a local storage facility.

My issue is 2 fold. (1) We have a Velux window which has lost it’s integrity and is becoming fogged between panes. The only solution appears to be a very expensive replacement window although we have much older windows that are fine. (2) We have bought expensive replacement blinds that we cannot install because there is a notched moulding to accommodate an older blind which disintegrated in an unreasonable amount of time considering that we have normal curtains double it’s age which are fine. However we cannot install it because the notched moulding to accommodate the older blind seems to be the most sturdy part of the whole rubbish set up and we cannot remove it! On the whole an expensive ripoff- never again.

I have been in touch with the Velux technical department and have been delighted with the support provided. Ian from the department was tremendously helpful, nothing was too much bother. An outstanding service, thanks very much!!

I thought I would take the time to write a review on Velux customer service. We have Velux skylights we put in a few years ago and wanted to get the solar powered shades to cut out some of the direct sun that was coming through. I called and talked with the customer service representative and told her what type and size my skylights were and wanted to order shades for them. She told me I would also need to order an accessory tray with the style I had. I ordered both the shade and accessory tray along with a flat $25 delivery charge. I arrived promptly and I was excited. When we went to have it installed the tray did not fit and we would have to get someone to cut out drywall. We called back and the rep gave us a return number and we sent it back. This is where it gets to be a mess. We look at our online banking often and after about a week we saw two charges from Velux. They were actually charging again instead of a credit return. I called because it was in pending and explained to the rep what was happenening and if they could cancel that charge. I waited on the phone for about 15 minutes when she got back on the phone after talking with probably her boss and told me that is how they handle it and the charge would be taken off and we would then see a credit. After a few days since that was on the weekend the pending charge went through. It wasn't even the correct return amount. We called again and asked for the supervisor, they gave us the company accountant and she figured it out. Told us it would be corrected in a few days. Sure enough it was corrected but I was frustrated with the whole process and our calling 3 times to get it right. Thank goodness we checked our online banking.

I had two Velux windows in my dining area. One of them shattered unexpectedly and I assumed I would have to replace it, but when looked for a replacement online, I saw that this particular window had a fault. It also said if I contacted Velux they would replace for free.
I contacted them and they quickly arranged a day to come and replace the windows, the fitter came and did the job replacing them with new windows with no faults.
I am extremely impressed with the service.

I am incredibly disappointed with the Velux windows that we installed 5 years ago. We believed that Velux were a quality brand that would last for years. The Velux website promises they are ‘built to last, easy to maintain, upgrade and repair, ensuring they stay in your home for generations to come’. Be warned, this is sales patter and totally untrue. They do not have a supply chain strategy that supports continuity and repair of product.

We have 3 solar panel windows that were fitted 5 years ago as part of a kitchen refit. They are operated via a battery powered remote control but one of the windows recently stopped working and wouldn’t open. The first time we called Velux customer service we were told that there was a battery in the solar panel unit that has a life span of 5 years so that probably needed replacing but they would need the product code to order the spare part. Once we had the product code, we called them again and were told that they no longer produce the battery in the solar panel for our model so we would need to replace the whole mechanism including the battery, the motor and the solar panel. Not only is this terrible from an environmental perspective (and goes against their sustainability promise of “developing products that reduce environmental impact to a minimum”) but it also comes at huge cost, close to £1000 for 3 windows, which is more than we paid for them in the first place.

Do the right thing for the environment and save yourself a lot of stress and money, and DON'T BUY VELUX!!!

Remarkably awful remote control system; it randomly closes the window and often simply stops, leaving the window not quite fully closed - which, astonishingly, doesn't allow for any manual over-ride. This means that, in an emergency, the window is jammed at its past position and, other than somehow forcing the frame to open further (breaking the mechanism), the Velux system effectively locks your escape route.

Bought a Velux Solar Motor Kit for £300 on 11/05/22 and was advised delivery would be 39 working days which I accepted.
On 01/07/22 I was advised delivery would be 04/07/22.
I waited in for delivery for 2 days and was told by Velux to wait another 3 days as delivery should be by then.
By 08/07/22 and waiting for 5 days nothing had arrived.
Velux are now saying delivery will be 31/08/22 which is over 3 months since I placed the order and almost 2 months after it was dispatched and should have been delivered.
Customer services are now ignoring me.
Who is going to pay for the 5 days waiting, under Velux instruction, for days off work.
Why did they say it was dispatched but no explanation why it did not arrive.
Velux say they dispatched the item but the courier confirm they did not receive it.
Shame on you Velux awful customer service. I should have read the 'poor' reveiws.

DO NOT GO TO VELUX DIRECT. New kitchen skylight fitted from the person who THEY recommend to you . After 2 weeks the paint around the frame has cracks and paint peeling off . Went to the fitter direct he told me to ‘fix it myself’ . Went to Velux they said the frame is nothing to do with them as the only deal with the window and to go to THEIR recommended fitter direct . Going around in circles .Velux feel they are in control as everyone has Velux windows for skylights . Very short sighted of them .Have called , emailed Velux they have washed their hands of it . Tried to find the recommend fitter by them on line no website , not on my builder , and not on trust pilot , what a surprise . Must be a friend of a friend how unprofessional!! .

From Velux response : No I have not received any email from Diversity … again passing the buck to someone else .

This company has some of the worst customer service I’ve ever experienced. the people I’ve dealt with from the company are horrible. When the skylights were installed last year one of them simply did not work. it took months for them to replace it with another skylight. By the time they had finished the installation of the second skylight it was so cold we did not use them. This summer when we used them for the first time they would close for no reason. When I contacted the Customerservice for a warranty replacement they said they would take care of it. Unfortunately that’s all they did ——they said they would replace it and they’ve done nothing absolutely nothing. This company is horrible. Stay away from this company if you want a skylight.

This is about the Welux websites, not the product per se. As an English speaker in France it's very frustrating to be routed to french language websites, the .com is replaced by .fr and there is no good way to get around this other than a VPN. This must be a problem Velux can fix by linking to various language websites.

Missing parts from flashing kit and was told I would have to pay for the said missing parts as I haven’t opened the boxes within 28 days of receiving them. With such long lead times on items I ordered the veluxs well in advance to prevent any hold up with my newbuild. I won’t be using velux again appalling customer service,

We have 2 Velux double glazed windows installed 20 years ago. Recently, the inner glass on one of the windows spontaneously shattered. I sent photos of the damage to Velux and asked for advice. The response was prompt, and they asked me to send a photo of product code, and also guided me on where to find it. As soon as I sent this, they confirmed that this was a batch with a manufacturing defect, and asked if we had any other Velux windows and to send their product code photos too. When I did this, the response was immediate. They confirmed they would send their engineer to replace both. The date suggested by them for replacement was 16 June. When I indicated we were not free on that date, but free on 15th or 17th, they re-arranged the date to 7th July. To my pleasant surprise, a couple of days later I got a message saying an appointment on 17th June was now possible and was I interested? The engineer came as promised, was meticulous in his work, and extremely courteous.
I would really like to applaud the values of Velux (for accepting responsibility for a product sold 20 years ago), as well as the attitude of their team (right from customer services to the engineer). I would recommend Velux to anyone without hesitation, based on my own experience.

Gateway not working. Called for service, I was told to complete a request form. Sent in the form, no receipt offered, no response, nothing. Terrible customer service for a good but tricky product.

Velux supplied window with a manufacturing fault on the glazing panel. This was reported immediately by the installer. They should have apologized profusely. Instead they engaged with a protracted argument and offered to REPAIR glazed unit only. I did not accept the offer as my home is not a repair workshop for defective products. I also know that repairs invalidate warranty. They should have just replaced the sash. They were most unhelpful, fairly aggressive and they never apologized for the inconvenience and distress caused. Shame on you VELUX. This is very bad and frankly quite despicable attitude towards your customers. Please avoid this company as they will not resolve any problems amicably. I would have given Velux ZERO stars if this was possible.

I have 6 Velux skylights installed summer of 2018. I sent in a warranty claim for a leaking skylight toward the end of April 2022. Velux contacted me right away. I explained that my installer had not survived the pandemic and was out of business. They promised to help by sending their own technician Joe to look at skylight to determine if it was installed correctly or would be covered by warranty. Joe never contacted me. After a couple of weeks, I phoned again, Joe contacted me right away and set up appt. However, the day of appt, Joe rescheduled. The day of that appt Joe ghosted me. I have contacted Velux again. Joe is MIA. He is only tech in my area. I either wait on Joe to determine if installed correctly, or pay for new roofer/installer to repair/replace skylight.
UPDATE: Joe contacted me, apologized and we are moving on. He inspected all skylights last week. I’m hopeful a resolution will be forthcoming.

Tried to order a filter, as the tunnel is way too bright, after mutilple delays in ship date we had to cancel the order! Guess they never heard of "under commit, over deliver"! Exceedingly poor service!

Update, I was contacted by Velux and they have, in fact placed a new order for me at no cost. Still don't know when it will arrive but, the jesture is greatly appreciated!