Horrendous customer service. Warranty covers nothing therefore worthless , " installation problem" . Flimsy parts ,£501 quoted for someone to come out ! Door now doesn't shut properly if opened... See more
Company replied
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Most of the windows intalled in our new build are fine . One South facing sliding door allows in a terrible draught . The other door facing North allows rain water to flood the house . I suggest if... See more
Company replied
I purchased some Velfac lockable window restrictors and they came without screws for installation. Using regular crossheads is not an option for security so I contacted customer service who were supe... See more
Everything,as customer service is 1st class.Unusual these days! Plenty of helpful emails.Problem & parts were immediately sorted out.Delivery came exactly as stated. With Velfac instructions,was... See more
Company replied
Company details
Written by the company
VELFAC is the UK’s leading brand of composite windows and doors, specified for the slim and uniform frames, contemporary style and exceptional thermal performance. At VELFAC, we are dedicated to creating socially useful products that bring visibility, daylight and fresh air into people lives, while reducing the need for energy for heating, lighting and mechanical ventilation. We are working persistently to optimise all stages of our products' life cycle – and, with a wide range of focused initiatives, we want to have a major influence on the common effort towards a more sustainable future for the building industry. For example: We only use FSC®-certified wood in the production of windows and doors, and all the wood tratments are water based; 2/3 of the aluminium used in VELFAC profiles is manufactured using renewable energy sources, and approx. 40% comes from recycled sources; The VELFAC slim frame profile allows up to 15% more light to enter the interior, providing a better daylight contribution and a reduced need of artificial light; Our windows have an expected lifespan of up to 60 years if maintained properly. This helps to reduce the turnover of building materials and therefore reduce the carbon footprint on the environment. For more info about our windows and doors visit www.velfac.co.uk
Contact info
The Forum, Ground Floor, Lancaster Way, Ermine Business Park, PE29 6XU, Huntingdon, United Kingdom
- 01480 759 510
- Trustpilot@velfac.co.uk
- velfac.co.uk
4.3
Excellent
460 reviews
Replied to 60% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I found them professional
I found them professional, helpful and care about their products. I have been offered a free replacement.
28 January 2025
Unprompted review
Reply from VELFAC
We truly appreciate you taking the time to share your positive experience with VELFAC. Customer satisfaction is at the heart of everything we do, and it’s wonderful to hear that you’re happy.
If you ever need any assistance in the future, please don’t hesitate to get in touch. Thank you again for choosing VELFAC!
Fixing sliding doors
My Velfac sliding doors proved impossible to shut just after Christmas and Miles at the end of the Velfac emergency hotline helped me close them. Then they wouldn’t open…and Sarah at ASD Customer Services was very helpful and arranged for an engineer from ASD Servicing called Eddie to come over a couple of days later, and he fixed them. Great service, a refreshing change from the usual dreadful service we all put up with from many companies and corporations these days….no names !
8 January 2025
Unprompted review
Reply from VELFAC
We’re so pleased to hear that Miles, Sarah, and Eddie were able to assist you and get your VELFAC sliding doors working again. Providing excellent customer service is a top priority for us, and it’s wonderful to know that your experience was a positive one.
We truly appreciate your feedback and your kind words about our team. If you ever need any further assistance, please don’t hesitate to get in touch.
Everything 1st class.
Everything,as customer service is 1st class.Unusual these days!
Plenty of helpful emails.Problem & parts were immediately sorted out.Delivery came exactly as stated.
With Velfac instructions,was able to remove old vent & replace new one.I am a 78 year old women,so was pleased didn't have to pay a handyman!
Thanks again Velfac for amazing customer service.
Your windows are great.
9 January 2025
Unprompted review
Reply from VELFAC
We’re delighted to hear that you had such a positive experience with our customer service and that everything went smoothly from start to finish. It’s fantastic to know that our instructions made the replacement process easy for you.
Your kind words truly mean a lot to us, and we’re so pleased you’re happy with your VELFAC windows. If you ever need any further assistance, we’re always here to help.
5 Star
Helpful, responsive and easy to work with. Stephen helped with my service issue straightaway, the new gasket I require has been confirmed to be what I need and ordered within 10 minutes. Due for delivery within 3 days. What a service.
Thank you.
16 December 2024
Unprompted review
Reply from VELFAC
We’re delighted to hear that Stephen provided such prompt and efficient service. Ensuring a smooth and hassle-free experience for our customers is our priority, and it’s great to know we could help so quickly.
We truly appreciate your kind words and your support. If you ever need any further assistance, please don’t hesitate to reach out.
Excellent Service and Quick Response
I had a small issue with a broken piece on my door, and the team at Velfac was incredibly quick and helpful in resolving it. From the moment I contacted them, they were professional, friendly, and efficient.
13 December 2024
Unprompted review
Reply from VELFAC
We’re so pleased to hear that our team was able to assist you quickly and efficiently. Providing professional and friendly service is very important to us, and it’s great to know we met your expectations.
If you ever need any further assistance, please don’t hesitate to get in touch. Thank you for choosing VELFAC!
This review is for Sarah from Dovista
This review is for Sarah from Dovista, the service agents for VELFAC….Sarah was brilliant, kept us informed, timely communication, customer service as it should be 5*
5 December 2024
Unprompted review
Reply from VELFAC
We’re so pleased to hear that Sarah provided such excellent service and kept you well-informed throughout the process. Delivering great customer experiences is our priority, and your kind words mean a lot.
We’ll be sure to pass on your feedback to Sarah—she’ll be delighted to know she made a difference! If you ever need any further assistance, don’t hesitate to reach out.
Sarah Avis
Sarah was very professional in her communications ,keeping me updated in progress in my delivery requirements,very courteous from start of order to final delivery.
4 December 2024
Unprompted review
Reply from VELFAC
Thank you for your kind words and five-star rating! Providing a seamless customer experience is our top priority, and we’re so glad we delivered for you. We appreciate your support and look forward to serving you again in the future.
Excellent Support and Service
Brilliant support from Charles and the Service Team.
2 December 2024
Unprompted review
Reply from VELFAC
Thank you so much for your glowing review! We're thrilled that your experience with VELFAC met your expectations. Our team works hard to deliver quality products and excellent service, and it's fantastic to see that reflected in your feedback. Please let us know if there's anything else we can assist you with!
Efficient, professional and respectful staff
Fantastic service from Lisa who coordinated the service I received. She was considerate and delightful to deal with.
19 November 2024
Unprompted review
Reply from VELFAC
Thank you for your lovely feedback! We're delighted to hear that our customer service stood out to you. At VELFAC, we strive to make every customer feel valued and supported. If there's ever anything else we can do for you, please don’t hesitate to reach out.
First time we have used ASD
First time we have used ASD , very impressed with the way the new sash required was determined by the label in the old sash , the guys David and Fred excellent.
29 November 2024
Unprompted review
Reply from VELFAC
Thank you for your fantastic review! Providing outstanding customer service is a cornerstone of what we do at VELFAC, and we're so pleased to hear that you had a great experience. We'll be sure to share your kind words with the ASD team!
Good servicing from ASD
Velfac introduced her partner company ASD servicing to maintain and adjust my house's windows. The engineer , Eddy, from ASD servicing provided a good service and explained clearly about all my questions. All my windows are now closing very smoothly.
Many thanks to Eddy and ASD servicing
11 November 2024
Unprompted review
Reply from VELFAC
Thank you for your fantastic review! Providing outstanding customer service is a cornerstone of what we do at VELFAC, and we're so pleased to hear that you had a great experience. We'll be sure to share your kind words with the ASD team!
We always have good service from ASD…
We always have good service from ASD Servicing, there customer service is amazing. The engineers are always helpful and Eddy was especially very good and explained everything to us. He was precise and professional.
Tila in the office is wonderful to work with as well.
Thank you ASD.
1 November 2024
Unprompted review
Reply from VELFAC
Thank you for your fantastic review! Providing outstanding customer service is a cornerstone of what we do at VELFAC, and we're so pleased to hear that you had a great experience. We'll be sure to share your kind words with the ASD team!
Excellent after sales service
Excellent after sales service - one of the pins came out of the hinges 12 years after installation. Velfac sent their contractor (MLO Installations) around within 24 hours who not only fixed the window, but checked every other Velfac window in the house. Excellent service and well above normal expectations. So glad we invested in such an excellent brand!
1 November 2024
Unprompted review
Reply from VELFAC
Thank you so much for your glowing review! We're thrilled that your experience with VELFAC met your expectations. Our team works hard to deliver quality products and excellent service, and it's fantastic to see that reflected in your feedback. Please let us know if there's anything else we can assist you with!
Sliding door repair
My repairer, Eddy, was excellent. He called to tell me when he was arriving, showed up 10 minutes early, and made the repair. He also offered some helpful advice about keeping the door in good working condition going forward. All in all, a perfect experience.
1 November 2024
Unprompted review
Super customer service to resolve an…
Super customer service to resolve an issue we had.
29 October 2024
Unprompted review
Reply from VELFAC
Thank you for your kind words and five-star rating! Providing a seamless customer experience is our top priority, and we’re so glad we delivered for you. We appreciate your support and look forward to serving you again in the future.
Brilliant service
Brilliant service. Very prompt at answering any quiries you may have. Polite. 5☆
28 October 2024
Unprompted review
Great windows
Great windows. We had one Rationel DG unit have cloudy spots after 4 or 5 years. Repaired promptly and with no fuss.
22 October 2024
Unprompted review
We have been using Velfac for a number…
We have been using Velfac for a number of years. The service we receive from Michal Narloch is impeccable! Michal always goes above a beyond to help with our enquiries. Would Highly recommend.
18 October 2024
Unprompted review
Fast and efficient service
Fast and efficient service, excellent communication
10 October 2024
Unprompted review
Their customer service team is spot on.
Their customer service team is spot on.
Quick responses and very friendly.
They even provided a gesture of goodwill for our company.
Thoroughly recommend, Michal was very helpful with our query.
25 September 2024
Unprompted review
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