VELUX Reviews

Hopeless trying to contact Velux customer service in the hope of being able to resolve a technical problem. Calls never answered by a human operator. After 16 minutes, you are put through to Cisco call answering service and then the call is dropped. Very disappointed.

I purchased two Velux blinds over 3 years ago and at the time was very impressed with both the product, how easy it was to fit, and the level of customer service provided - the purchasing process was easy, any queries I had were answered clearly and overall was very impressed.

A few weeks ago, an issue arose with one of the blinds, where one of the drawstrings snapped, and although I could see how it should be fixed, I couldn't figure out exactly how, so dropped the Velux customer service team a note, to see if they could help or make any suggestions as to how I could fix the problem (even though the blind was well outside of the warranty).

I was very pleasantly surprised to receive a response advising that although the blind was outside of warranty (and from the description and pictures of the fault I had provided, could not be fixed) that a replacement blind would be shipped free of charge.

That is what I call fantastic customer service, and the kind of action that inspires faith in a company to use their services.

The replacement blind arrived as promised and was just as easy to fix as the original.

Would highly recommend the company to anyone with Velux windows installed.

About 30 years ago I bought a velux blackout blind it was great quality and worked perfectly. I bought one recently. The quality was terrible, particularly the material, which was cut too short for the blind to close, leaving a gap where the sun could shine through on summer mornings. We complained. Initially they refused to change the blind. We sent pictures of the sun shining through the gap and they relented. The replacement was a little better. The blind would close, but only just and it springs back open in the night as the cloth still isn't long enough. Also after several weeks the cheap, plasticky fabric, which is really thin started to stretch round the edges and allow light to start leaking through the sides. All in all pathetic quality from what is supposedly a premium brand. I won't be buying or fitting any velux products in the future.

A great name for quality...and (used to be) service - from memory. I'm a long time customer of theirs and always talked highly of Velux. But my experience the last few weeks has been dreadful! Their site to order off a mobile device didn't work - and after an hour of trying I gave up. But when I eventually got through to order/tell them...it was total disinterest. Then they (apparently) send out the blind with 'GLS' - except in UK its actually 'Parcelforce' - but they never once mention that anytime. No emails are answered by Velux in a timely way. I said 'I didn't get an email from GLS saying they were trying to deliver anything?' Velux said 'GLS are having problems'. Then there is the wait to get through on their phone lines - or chat ...But MUCH worse (3 separate calls - the order - initial chase - and another chase) ...where each time the woman who dealt with it was less than helpful, curt, and was spent most of the time telling me 'they have 2000 outstanding emails to answer' and 'they are doing their best'.
Well guys - hire more staff!
I eventually last night was told 'no one home' - twice. Yet someone stayed in for the purpose those days? Maybe the delivery guys didn't even try to ring the door bell each time?..or maybe just 'very bad' luck?

On the final call to Velux last night, I was told it was 'out for delivery there and then' - a total mistruth - as the item had not in fact moved for 2 days previous!! (I checked the log immediately that I eventually got the GLS delivery reference last night/worked out it was in fact Parcelforce and I'd put the phone down to Velux). Despite me ringing Velux 2 days before to be assured it was 'being sorted' there and then. Again, it wasn't! That call was a total waste of time - zip all happened.

Each time, the service was curt, impatient, not helpful and was just full of 'well if you let me finish' 'we're doing our best' 'we have a huge backlog'. I kept calm throughout and tried to calmly say, my experience each time on the last 3 contacts were poor. NO interest in hearing it at all.

Guys sort it out!!.... and tell your UK customers that its PARCELFORCE they need to contact - not GLS in UK - and this time Parcelforce would not accept the GLS ref number on their automated site - hence had to telephone. Thankfully Parcelforce sorted and I don't have to ring Velux again any time soon!

Surprised you have any customers left guys! I've seldom been this annoyed by any 'interface' for a long time - it started from the attitude at the initial order, was repeated on the 2nd call and then made worse on the 3rd!

This is specifically in relation to Velux Blinds Direct. Do not purchase from this store and buy the blinds from somewhere else. The courier company state that they attempt delivery when they do not, they also say that they call the recipient when they do not, 4 days of staying at home and still no blinds. I have called Velux Blinds direct on numerous occasions to advise them that I was home and the delivery was not attempted but they take the word of the courier company over their customer and do not offer any other solution apart from cancelling the order - do not waste your time.

I have contacted Velux many times about a fly problem. Cluster flies get into the window frame. Some get into the room.
Velux maintain they are getting in somewhere else and then dying under the window.
However, when I opened one of 4 velux windows, hundreds of flies fell into the room. Some dead. Most alive.
We have 6 velux roof lights in the roof of a barn conversion and they are all the same.
I can't even be bothered to ring Velux because they will give me the same old story.
Beware!!
There is a real problem with flies being able to get into the body of the velux window, and then into the room, no matter what Velux say.

My review is specifically about the VELUX Blackout Blind. Having bought a variety of blinds to suit different rooms, I was surprised to find how poorly engineered the blackout blinds are.
The basic problem is that the flexible rubber strip that should make a seal with the bottom of the window frame cannot come into contact with the frame. This is because the metal finger groove strip that you pull on to lower the blind projects below the rubber strip, rendering it useless.

The cartridge that contains the blind does not provide a light-tight seal at the top of the frame either!

Also, our windows are just beyond normal reach so we bought the VELUX Telescopic Rod Pole and VELUX Adaptor (the 10p L-shaped piece of plastic that they sell for almost £10!). Unfortunately, the Adaptor does not fit the white coated finger groove as it too is so poorly designed. This means that the not-quite-blackout blinds have to be generally left in the closed position unless we get a stepladder to reach the blind.

As a general comment, I was also very disappointed that, having ordered 12 blinds we got 12 screwdrivers; excess screws in every kit; so much single use, non-recyclable plastic from the guide string fixings as well as from every shrink wrapped frame section! The instruction leaflet actually shows that you throw these in the bin. Surely in the 2020s a company could at least give a nod towards the environment and not heaping guilt onto their customers.

All a bit poor for a once-great company known as an example of engineering and design.

I wanted to replace my manual roller blind with a solar electric one. Helpful lady on the phone - steered me to the right product, which arrived on time. Again very helpful, as my window was older than thought, and sent the required parts immediately, which arrived early. I found fitting the blind quite straightforward, and it seemed well designed and manufactured. Everything I needed apart from basic tools were included, and the design of the fixing guides was well thought out - more or less idiot-proof.

Good service throughout.

The installation manual, which was graphics only, took a bit of getting used to, but a little study, and offering things up proved it to be accurate.

Great product and service - ordered 9 bedroom blinds (6 were electric). Delivered in 6 days (as stated at time of order). So easy to install and simple to use - should have done it sooner!

I have ordered two sets of blinds recently. Very easy to order the correct size, good price, simple to fit and quick, reliable delivery. Couldn’t ask for more.

I actually cancelled my order through no fault of the company, I simply made a mistake.

The important thing is, even though they had already dispatched the item, without quibble they arranged the collection and a full refund with no problems.

They were very helpful on the phone and didn't leave you stranded like some companies with only email support.

Dreadful blind bits and pieces got two from blinds 2 go for the price of one from velux dont waste your hard earned they are twice the price for half the product...blinds 2 go fitted in 2 minutes...trust me leave velux alone regards gordon

The blinds came, they fit inside the window but clearly aren't made to measure as the string inside is too long and it has too many blind pieces / slats making it look like it was brought from some cheap shop rather than by the same manufacturer of the actual window who I have always perceived as a high quality brand and manufacturer.

When I raised this with Velux they told me this is how they make them! So appearently they make blinds that don’t fit the windows they make correctly.

They then told me its because of the heat and the string and blind slats will contract with sunlight. However this is not mentioned on their website nor with the information that came with the blinds. Given i have the same style blind throughout my entire house that don’t have damgling pieces of strong or extra slats and have done for years, this is utter nonsense. Quick research online also shows that this isn’t correct.

I decided to email their CEO as I was very unhappy with the layered on excuses given despite asking for either a replacement or a refund which I was legally entitled to and ignored twice. He decided to throw insults at me (note i dod get a replacement sent but for a different reason, one of the slats was damaged) so I think that says a lot, rather than understanding a customer is angry because the company they lead is getting it wrong and progress, i got insults.

In the end i am getting my refund and they are taking a blind back the rest will be going in the trash. My recommendation is to get a blind fitter to come out and measure and have them cuatom made.

Great windows, poor blonds and terrible service

Poor customer service who sent me the wrong blind size, even when I give the correct window code multiple times.

To add insult to injury, they expect you to return the product to them (even when its their mistake). They gave me a time slot from 8:00am to 14:00Pm and the delivery pick team did not come.

I had to ring Velux after 14:00PM to get them to sort this. Velux should have rang me and kept me up to date.

Velux stopping making mistakes on my order please

I needed a new blind. Checked the window type on the makers plate, ordered the correct type from their website, and the new blind fitted like a glove. All the parts were in the box, clearly labelled. The one query I had was answered immediately by customer support, Dalton Garner. The email showing the answer was with me in two minutes. The old blind removed, new one fitted total time about 15 minutes, and most of that was reading instructions. I would suggest an electric screwdriver rather than the one they supply, as it made the job quicker. But to be supplied with a screwdriver as well as bits? Excellent
What more can you ask for?