Received replacement of faulty product without any hassle, really appreciated that! Overall Velo pouches are better than other competitors in my option, quality is always there and if not, you're quic... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Ladies of a certain age have quite a few issues with technology ie open browser and take photo to validate age, well that's like talking to fairies to me, Customer services very quickly helped me vali... See more
Company replied
Brun A. was extremely helpful, I was having issues figuring out how to apply the correct discount code - he sent an email for me to follow up - and then before i had even had the chance to respond he... See more
Company replied
I can’t recommend Velos enough! I recently had a delivery issue, and Jeta F from customer service was absolutely amazing. She was understanding, reassuring, and made the process effortless. Every tim... See more
Company replied
4.5
Excellent
357 reviews
Replied to 53% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Great customer service
Due to issues with a poor delivery driver I did not receive my order at the first attempt. Customer services were great however and resent my order and added an extra can for my inconvenience.
31 March 2025
Unprompted review
Reply from Velo United Kingdom
Hello Sam, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com We also have an online chat service available through the Velo website.
Good product, poor customer service (now resolved with exceptional service)
Having previously given a 2* review due to poor customer service, Velo redeemed themselves by addressing my disappointing experience, apologising, resolving the issue and offering a generous gift as a good will gesture.
5 March 2025
Unprompted review
Reply from Velo United Kingdom
Hello Timothy, Thank you for your feedback; we were sorry to hear about your issues. A member of the Customer Care Team will contact you shortly.
Helpful when half of my order got lost…
Helpful when half of my order got lost in the post. Prompt responses and information.
27 March 2025
Unprompted review
Reply from Velo United Kingdom
Hello Josh, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com We also have an online chat service available through the Velo website.
Very easy to deal with
Very easy to deal with, sorted a slight issue straight away, wish all customer service was like them
24 March 2025
Unprompted review
Reply from Velo United Kingdom
Hello William, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com We also have an online chat service available through the Velo website.
Reply from Velo United Kingdom
Hello Lorenzo, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com We also have an online chat service available through the Velo website.
Olja was very helpful with my case
Olja was very helpful with my case, thank you so much!
21 March 2025
Unprompted review
Reply from Velo United Kingdom
Hello Sophie, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com We also have an online chat service available through the Velo website.
Customer service was amazing
Customer service was amazing. So fast and helpful when verifying my account. Thank you
20 March 2025
Unprompted review
Reply from Velo United Kingdom
Hello Alex, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com We also have an online chat service available through the Velo website.
Excellent product and company
Excellent product and smooth website experience. Customer service are fantastic from this company. Very rapid response time and very helpful.
13 March 2025
Unprompted review
Reply from Velo United Kingdom
Hello Robert, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com We also have an online chat service available through the Velo website.
Lovely staff- helped me resolve an…
Lovely staff- helped me resolve an issue with my order very fast through email and phone. Positive experience :)
13 March 2025
Unprompted review
Reply from Velo United Kingdom
Hello Mateusz, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com We also have an online chat service available through the Velo website.
Outstanding aftercare!
Outstanding aftercare from the Velo team!
I received contact from a customer support specialist, following a bit of a wobble with the website and an ongoing subscription, she had caught an issue with the costing and has arranged a refund.
I hadn't realised anything was amiss!
It's fantastically uplifting seeing a company take initiative like this and intercept an opportunity to do the right thing.
10 March 2025
Unprompted review
Reply from Velo United Kingdom
Hello Nathan, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com We also have an online chat service available through the Velo website.
They contacted me to let me know there…
They contacted me to let me know there was a slight issue with my subscription and rectified it within a day amazing work and friendly staff.
5 March 2025
Unprompted review
Reply from Velo United Kingdom
Hello Karen, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com We also have an online chat service available through the Velo website.
5* service after I had a problem with…
5* service after I had a problem with my most recent order. Swiftly dealt with and I was sent free product as way of apology plus my original order has been resent. Fantastic customer support!
6 March 2025
Unprompted review
Reply from Velo United Kingdom
Hello Steve, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com We also have an online chat service available through the Velo website.
Too strong and they made me feel sick
Too strong and they made me feel sick
4 March 2025
Unprompted review
So far, So good! 🫡
So far, so good! 👍🏽👍🏽
I had a bit of an issue with the website and it was solved not only in a timely manner, but a friendly and very helpful one too.
I spoke with Olja through email and they have gone above and beyond in my opinion.
I must've either messed something up somewhere or the website was having a bit of a hiccup and I was helped in a non-judgemental, efficient and friendly way.
They easily solved my issue and even assisted by making the order for me from their end and making sure it was all ready to be sent on it's way to me!
Fantastic customer service experience. 🌟
~I'm quite looking forward to trying Velo now and I expect I will update this after my order has arrived to review the product too~ 🙌
Thanks again, hopefully I'll be back very soon! :)
UPDATE: Order arrived today, no issues at all, very happy with the brand, the nicotine hit and the flavour (watermelon ice 10mg). 10/10 will definitely be back soon to try more! :)
5 March 2025
Unprompted review
Reply from Velo United Kingdom
Hello Saifír, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com We also have an online chat service available through the Velo website.
Definitely recommended!
I had an issue with my subscription due to an address error. Customer service were outstanding in getting it resolved. Really easy to deal with. Definitely recommended.
26 February 2025
Unprompted review
Reply from Velo United Kingdom
Hello Daniel, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com We also have an online chat service available through the Velo website.
Amazing customer service!!
26 February 2025
Unprompted review
Reply from Velo United Kingdom
Hello Harry, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com We also have an online chat service available through the Velo website.
Replacement of faulty can
Customer service is spot on. Received a can with split pouches. Raised this to the team and a replacement was sorted the next day!
26 February 2025
Unprompted review
Reply from Velo United Kingdom
Hello Sam, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com We also have an online chat service available through the Velo website.
Reply from Velo United Kingdom
Hello Jayaprasad, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com We also have an online chat service available through the Velo website.
Excellent experience with customer service
I love ordering from VELO as they’re always super quick and customer service is excellent. I recently had to reach out to customer service for an issue resolving the courier and parcel being lost, and VELO has been super efficient in getting this resolved within no time. Thank you for always being so understanding and quick with your responses
24 February 2025
Unprompted review
Reply from Velo United Kingdom
Hello Christina, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com We also have an online chat service available through the Velo website.
Very good customer service and fast…
Very good customer service and fast delivery
22 February 2025
Unprompted review
Reply from Velo United Kingdom
Hello Sabrullah, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com We also have an online chat service available through the Velo website.
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