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
Contacted support regarding the free sample offer not going through and was alerted I had made two accounts by accident. This was fixed so quickly by Hana L and a sample was organised to be sent out immediately.
17 February 2025
Unprompted review
Reply from Velo United Kingdom
Hello Elliot, 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.
Elite customer service
Had an issue where my subscription had been split into 2 orders and 2 transactions
Called up and spoke to Nora B who fixed the issue and sorted a refund for the extra cost that was incurred
This took under 5 minutes total, other companies need to take note from velo on customer service
17 February 2025
Unprompted review
Reply from Velo United Kingdom
Hello Jack, 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.
Great customer service
Had to get in touch with customer service, I was having problems with an order. Got in touch with the live chat and Esma helped me very quickly and solved the issue, great customer service thanks again!
11 February 2025
Unprompted review
Reply from Velo United Kingdom
Hello Grant, 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 customer service received by…
Excellent customer service received by Nora B.
7 February 2025
Unprompted review
Reply from Velo United Kingdom
Hello Howie, 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.
Velo Sweden
Velo Sweden. I tried to contact you guys about some bad products iv'e bought. I sent picture, batchnumber and wasted my time to fill your your form without any respone. I've done it now three times but you guys don't reply. Three different packages of the same flavor have been all powdery with broken pouches. Waste of money. And it's not the first time i bought bad products from you.
And one more thing is when you try to send photos on your website you can only send one photo. And it always says "file too large". So i have to crop the photos to make it in to one photo. But even then it says it's too large even if the photo is only 3mb. So i have to comprimise the picture...
28 January 2025
Unprompted review
Excellent customer service
Excellent customer service, and a perfectly suitable response time for a weekend ticket.
Velo have always resolved any issues, and compensated me, whenever any issue has arisen, even if the issue wasn’t specifically theirs (couriers!).
4 February 2025
Unprompted review
Reply from Velo United Kingdom
Hello Nick, 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 is fantastic i like it…
Customer service is fantastic i like it they will be there to assist you i had a problem with my subscription so they sort it out for me in just a few mins thanks to their customer service team..
You guys are wonderful keep the good things up..
3 February 2025
Unprompted review
Reply from Velo United Kingdom
Hello, 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.
Fantastic Company
Customer service is always spot on. Website is easy to use, so much easier getting a few delivered at a time rather than going to the shop. The points system is brilliant to save on your next order, overall quick delivery. Using for almost 2 years now and every single time has always been next day delivery. 1 star ratings about delivery is usually down to the courier not VELO, not had a single issue with the company and will always order from the website. Just be mindful that placing orders on weekends won’t be next day delivery so make sure orders are placed Thursday/Friday evening if you want next day delivery.
30 January 2025
Unprompted review
Reply from Velo United Kingdom
Hello Kieran, thanks for giving us your feedback. It’s always great to hear that our customers enjoy using our products. Remember, if you have any questions about our products, the Customer Care Team are always on hand to help. You can either call them on 0808 555 5938, 6 days a week between 8 am – 6 pm. Or, use our online chat service, again available 6 days a week, or send us an email at: Info.gb@velo.com
Great products, greater customer service
I’ve been using Velo for almost a year now after using the free trial can & im always impressed with their products.
Not only is the site easy to navigate, but the customer service is *always* helpful & quick to respond.
The quality of the pouches speaks for itself & of all the snus I’ve used, this is my favourite tobacco-free brand.
29 January 2025
Unprompted review
Reply from Velo United Kingdom
Hello, thanks for giving us your feedback. It’s always great to hear that our customers enjoy using our products. Remember, if you have any questions about our products, the Customer Care Team are always on hand to help. You can either call them on 0808 555 5938, 6 days a week between 8am – 6pm. Or, use our online chat service, again available 6 days a week, or send us an email at: Info.gb@velo.com
Great help on live chat
Great help on live chat. I love velo pouches, they’ve helped me stop smoking and I wouldn’t have any other brand other than velo 😊
27 January 2025
Unprompted review
Reply from Velo United Kingdom
Hello Rachael, thanks for giving us your feedback. It’s always great to hear that our customers enjoy using our products. Remember, if you have any questions about our products, the Customer Care Team are always on hand to help. You can either call them on 0808 555 5938, 6 days a week between 8am – 6pm. Or, use our online chat service, again available 6 days a week, or send us an email at: Info.gb@velo.com
Fantastic Customer Service
Nora B was nothing short of exceptional after a recent error with my order.
The issue was swiftly rectified and the communication was superb all the way through.
10 January 2025
Unprompted review
Reply from Velo United Kingdom
Hello Jack, 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.
Faulty tub
Just had a problem resolved really quickly and efficiently. Sent photos of some pouches that were split/empty and within 24 hours they offered a replacement. Great service!
9 January 2025
Unprompted review
Reply from Velo United Kingdom
Hello Wendy, 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.
Great and efficient customer service
I had an issue with a recent order (delivery issue), and the customer service representative, Nora, resolved the issue immediately and professionally.
8 January 2025
Unprompted review
Reply from Velo United Kingdom
Hello Hyunjin, 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.
Great company and customer service
Velo apply very helpful discounts to their products when ordering in bulk, and the process is easy and smooth. I had a slight hiccup with a recent order, but they promptly rectified the issue and offered welcome compensation. All in all very happy. Shout-out to Alessio for being such a big help.
7 January 2025
Unprompted review
Reply from Velo United Kingdom
Hello Will, 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.
Great delivery time
Great delivery time and class customer service if there's ever delays like over Christmas, even sent me a free can for the delay when I queried the delivery time!
4 January 2025
Unprompted review
Reply from Velo United Kingdom
Hello Joseph, 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.
I'm rarely new to nicotine pouches,I've…
I'm rarely new to nicotine pouches,I've bought from serval main big sellers I'm in UK and Vello has definitely surpassed the rest by taste and choice ,my only down point is in uk they use EVRI instead of royal mail which as everyone mostly knows EVRI is the worst courier service ,even if Vello get It out on time EVRI could take another 3/7 days getting it to your door (or useally it ends up at someone else's door )Please Vello if you read this would you reconsider your despatch company because unfortunately EVRI are Letting you down.it would be a 5 start all day long if it wasn't due to my delivery always being late or lost and me having to go get it from another house.
3 January 2025
Unprompted review
Reply from Velo United Kingdom
Hello Emma. Thank you for your feedback; we were sorry to hear about your issues. A member of the Customer Care Team will contact you shortly.
AGES TO SHIP NOT RACCOMANDED
AGES TO SHIP NOT RACCOMANDED
3-5 days. It's been 3 weeks now and the courier never got the package. Same for my last purchase. I've waited 1 month.
JFR I live in the same city which contain their warehouse of my country. Unprofessional
17 December 2024
Unprompted review
I NEVER bother with reviews… but
I NEVER bother with reviews. I actually have mostly given up with big companies in the UK, the only time I usually have anything to say to them is complaints about late deliveries or bad service.
However, I felt the need to commend VELO. The product is awesome and the delivery time is exceptional. Ordered after 10pm in the evening and it arrived less than 12 hours later… kinda unbelievable.
18 December 2024
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.
My online delivery was super late
My online delivery was super late. Karen from livechat customer services helped be properly. Even threw an extra can for the inconvenience. Karen from livechat, you are a star⭐️
17 December 2024
Unprompted review
Reply from Velo United Kingdom
Hello Unam 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.
Had issues with the website when…
Had issues with the website when placing a free trial order, but Karen on live chat and via email helped to get this through.
Can't speak for the product yet, but the customer service has been fantastic.
11 December 2024
Unprompted review
Reply from Velo United Kingdom
Hello Scott, 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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