VELFAC Reviews 460

About 3 years after acquiring our apartment, realised that the handle of the door to the balcony was always coming off. Traced the supplier and contacted Dovista/Velac. The Customer Service agent showed me how to identify the model. Days later, I was sent a replacement door lock assembly not only for the balcony door but for the front door as well. All free of charge.

The Staff! Every member of the team I have spoken to has been super helpful, fast at responding and have gone out of their way to get the job done! I would definitely recommend working with the team!

AMAZING SARAH ON AFTERSALES HELPED ME TREMENDOUSLY&SO GREATLY APPRECIATED

Very customer oriented focus. Thanks for the great after sales service.

Excellent service for the uninitiated in the knowledge, awareness and technology, all without a catalogue and the minimum of fuss. Delivery as scheduled.
Photos helped both ways.

Excellent service, easy quick communication, friendly efficient staff (both he engineer and the person I was speaking to over email Michal)

deposit paid (admittedly via one of their approved and suggested distributors) in September, chasing phone calls to both Winrem and Velfac from December through to January (currently totalling 8 chasing phone calls to Velfac) and each time a promised call back from a lady who's name I can't remember or Benjamin.

Great looking windows (from the sample/showrooms I've seen) however I dreadful customer service.

Excellent, friendly and speedy service from helpful staff. Thank you

Don't have spare keys for my windows when selling flat and Stephen was very swift in responding to my request and even offered to send me keys free of charge.

Rang Velfac with a door problem on Monday, problem fixed the following day. Great service,why can’t everything be this simple.
Graham. Worcestershire

Excellent service from Martin at Velfac, Super smooth transaction from identification of parts required to supply of same. Delighted!

We bought our new home in July 2019 and it came with Velfac windows and doors installed.
We have had the worst experience with both doors and windows. With fitters and snagging from Velfac.

Fitters are beyond poor.

Our front door started peeling and splitting and after 2 years were finally told we needed a new one.
New one fitted with the biggest smudge mark in the glass at eye level-we are now told it’s fit for purpose-with a huge mark that we did not have in our original door..

Terrible service, terrible windows and doors.
Seeking advice.

Moved into a flat and had a problem with the windows. They were manufactured by Velfac 18 years ago. I emailed them to see if they could help.

Given the warranty expired after 12 years, I didn't really even expect a reply. If I did get one, I thought it would be a generic one.
I was surprised when I received a personalised, detailed reply indicating what the problem might be, possible solutions, a fitting manual and, if all that failed, details of a local engineer who could service them.

Very impressed.

After lots of issues with my windows and doors my latest issue is the door handles do not return properly . AWP , there servicing firm came out and diagnosed the issue and said parts were required . That was a month ago . I contacted AWP
Who emailed dovista .- no response . I have emailed dovista - no response . A really poor service from start to finish , in 25 years building I have never had so many issues with one company and my neighboring self build is experiencing similar issues with velfac

All I wanted was to replace a right hand door handle for my double patio doors. I had to fill in a form with the no. given on the glass and door which had nothing to do with the handle.
Then go a response in 2 to 3 days asking for more information ( nothing relating to the handle in question).
After contacting the head of sales informing of my requirement, I was informed that the finance dept. will contact me and take my credit card details .
After been contacted by the finance dept. they could not do anything until the sales dept. put my detail on the system.
Cutting the story short after taking the amount for the RIGHT SIDE HANDLE with lock as mentioned in my correspondence from my credit card, a courier service was arranged and delivered the WRONG side handle after 5 days.

Whilst we have previously requested advise and purchased parts from Velfac and always had good level of response and service, we have today 17/10/2022 received a first class service from;
Michal Narloch
Senior Service Coordinator
Whom went above and beyond to assist with our enquiry and deliver the quotations required.
Please keep it up, your efficient service also helps us as contractors to deliver a fast and reliable service to our clients.
Well done

After a replacement/missing part, Lesley Millar could not be more helpful, not only did she try to lead me through the form on line but she filled it in for me. From the start of ordering a replacement window right through to getting a missing part the whole team have been very helpful and polite with every little aspect of the task. Well done to every one at Velfac, will recommend to anyone that requires a good product and service.

I had a few issues with windows. After complaining on here the company rep was In touch and they were fixed. The engineer was great but it took him around 1.5 hours to fix 3 issues. Two of those issues were initially deemed as something I should be able to fix myself. The engineer had to take the whole window apart. I don’t feel it’s reasonable to ask customers to do it, I was lucky that this was rectified but I’m sure there are others who are not as lucky so updating from 1 to 3 starts due to gaps in customers warranty.

We enquired about a small broken part for a fanlight hinge and they immediately identified the part and have sent a replacement straight away.
A very prompt and kind assistance throughout the process.