VELUX (Global) Reviews 826

I’ve been a customer for many years. I inherited 3 20 year old pine windows in 2016 which were still going strong. That shows you how good Velux products are. I wanted electric ones so I sold them off used and bought 3 Integra GGL windows (MK04) with 3 black out roller blinds.

Both the Velux website and customer service was second to none. I checked and received good advice about replacement windows, panes and operating system.

I used a Velux approved installer who was not that great but when he got stuck, I called Velux and the advisor sent me a link to a video which helped the installer finish the job (the installer couldn’t make one window line up properly; he had not installed it properly!).

I revived a free Active system which lets you operate the windows and blinds using automatic scheduling and an app. It’s a superb system. My windows open and close automatically. They close it it rains. The blinds open and close at sunrise and sunset! Newer windows have a bigger aperture with better sound reduction and better insulation.

Finally I sold off the blinds and bought external shutters instead (for added security as windows are ground level). I fitted these myself.

The instructions have a lot to be desired, they are pictures only but the pictures are not very clear. Some were ambiguous or wrong (eg SML MK04 0000S states I should slot the cassette into the second hole but actually the last one was the best one).

Again, here I contacted Velux before purchase and during install. Again, the agents were knowledgable and very technically capable. Their advice was superb.

As it happened, Velux had sent out one wrong shutter (I ordered from a supplier). I noticed 8 months later when I came to fit it in the summer. Despite this, Velux made it right and sent out the product I ordered with only a little fuss.

Overall, I think provided you get them fitted properly velux products are exceptional all quality. Complaints about leaks (which are commonly made) are never the windows but poor installation; including a failure to correctly fit flashing.

Additionally, there is simply no better customer service in the building trade. It’s always worth speaking to customer services before you order and if you have any issues during installation.

Trustpilot reviews are used by moaners but these reviews in no way reflect velux products or service.

My skylight imploded while I was sitting below it. I contacted Velux and they told me the warranty does not cover pane breakage even if it was not due to anything hitting it. Velux responded that I could buy another Velux skylight from one of their distributors. The skylight just imploded above my head, why would I buy another one? STAY AWAY.

EDIT: Hilariously, Velux responds by saying to contact them with a serial number and picture which was exactly what I did before they told me to pound sand.

Rubbish picture instruction even IKEA would laugh about.

My solar powered velux required reseting 3 times after 5 years. On the 4th occasion (6 years), it failed open reset did not work. There was no way close it manually.
Velux informed me that it needed a replacement power unit. (£242). They did not provide the service. A list of approved fitters was provided. I phoned 3 and 3 weeks later none have replied to to their voicemail.

Velux is seriously run by complete morons! Hex head to fit the bloody blinds is so small, couldn't find a place that had it. Why the f*** didn't you think about supplying the correct hex to fit your screws? Shocking company!

I ordered the wrong item for my builder to install. By the time he noticed, the 14 day return policy had expired. So I'm stuck with the wrong article. I accept it's my fault but what a terrible waste of the world's resources if I have to throw it away

Ordered some blinds in mid April. The first delivery failed. Velux agreed to send a replacement blind - due in mid June. That delivery failed too. They have now ordered a third one, due several weeks later. Despite an extraordinarily long delay no attempt has been made to expedite the deliver of the replacement blind and no response made to several emails sent be me asking them to look into the issue carefully and keep me informed. Over three months since the initial order was made and no closer to solving whatever the problem is. Shocking service. Use another supplier if you possibly can.

You have clearly repacked returned items without inspection wasting my time and money. If you repack a return item, some quality checks should be in place as both items were garbage. Now I have had to pay for a second flashing kit and light while the other gets picked up by UPS and I have a piece of plywood over a framed in hole.

I am in the middle of a return and replacement for both the required flashing kit and the skylight that was ordered through Home Depot (they were GREAT), but Velux drop shipped garbage to me. We unpacked the light in the shade of the house on a warm day and measured the frame out, then I noted scratches on the window, and more on the bottom of the painted frame paint and then another across the glass, some caulking on the window frame as well, see the pictures I have attached. Home Depot says a new light is coming after offering a small discount I declined. I figured we could dry fit the light, board it up until the new light arrives but finish the rest. Then I open the manufacturer required flashing kit. It is in worse shape them the light despite both items being in undamaged boxes, so I know someone packed both items damaged from a customer return. I paid full price, not 50% percent off for a scratch and damaged window and kit, which is where the items you delivered belong. See my Home Depot post under one stars as Trustpilot wont accept pictures

Thank you for the reply but the pictures I could send you might change your mind on your response. I would be happy to send them to you.

Ordered a blind. Delivery was quoted as a week with a delivery date of the 22nd. Just to point out these are not made to measure, they are off the shelf so I thought a week was a little bit excessive. Anyway it is the 22nd today and I have not received a blind and I have not even received a dispatch notification. Maybe I’ll receive my heat resistant blind by the winter

I bought 3 velux powered blackout blinds for my velux roof windows which face south. The blinds are made of a plastic fabric material and although I live in the uk, the sun makes the blinds droop when they get hot as they expand. The result is that when the blinds retract they just screw up as they don’t go back into the cassette.
I have raised this with Velux who have sent replacements free of charge which is great, but they are behaving he same and have screwed up, popping out of the runners and squeal very loudly when operating.
Until Velux change the material that the blind is made from to something more stable under high temperatures (uk) I wouldn’t waste your money on this product.

Struggled getting assistance via technical helpline. For this product - fitting velux blinds to electric windows we should not have to resort to you tube videos and wait well over a week for an email reply. Disappointed as expected more from this brand. Customer service needs improvement and better instructions for electric operations.

UPDATE: 7/30/23: Water test has confirmed that the leak is coming from the Skylight!

UPDATE: I do not understand why Velux is responding to this review. This review is about Skylight Pros By Blue Bell LLC. Since I wrote my review I have received several messages from Skylight Pros accusing me of having someone alter their work & not allowing a neutral contractor come out to inspect my roof. I’ve had 5 neutral Professional Roofing Contractors come out to my home. They all did thorough inspections of my roof & all of them have determined that the leak is coming from the area around the Skylight & none of them altered Skylight Pros work! The 5 independent contractors also agree that the top of the Skylight looks damaged. Velux sent out the same field technician on 4/12/23 & 6/13/23. He is supposed to be a neutral party, but from the messages that I have received from Skylight Pros-Velux’s field technician has been communicating with them & discussing our personal conversations. IMO this behavior is not neutral, professional, or ethical. In Velux’s technicians report he says that he cannot tell if the water stains running down my drywall from my skylight down my ceiling to where the water is settling directly below the skylight are old or new. Both times that he was here he stated that the rough hole of the skylight is leaking. He did not inspect any other area of my roof to rule out a leak elsewhere as the other pros did. The proof that the leak is coming from the skylight is conclusive & undeniable. Joe was invited to be here & bring a 3rd party on 6/9 while a NEUTRAL Professional Contractor was here to inspect my roof thru the BBB site on 6/6 but didn’t show. He says he didn’t see the invite even though the BBB sent emails to each of us after each response. Joe immediately responded to my complaint. The entire process took less than an half hour. There’s no excuse why he didn’t see or read my response inviting him to come out.

Skylight Pros replaced a Skylight on 7/27/2022 for $2360.00. I noticed a leak on 4/2/2023. Water marks down the drywall across the entire front of the skylight going down the ceiling where the water is settling in the ceiling & wall in my foyer above my front door. I called Joe right away & he came out on 4/6. Joe said he could not see the water stains in the interior of my home & he claims that the leak is coming from a different area of my roof. He also refused to put a tarp on my roof to protect my roof & home from further damage. Since Joe was out I have had 5 professional roofing contractors come out to do a thorough inspection of my roof & all have determined that the leak is coming from the skylight & not where Joe says it’s at. All contractors & my insurance adjuster were able to see the water stains on the drywall across the front of the skylight & down both sides of the ceiling in each corner of the front of the skylight. Joe said if I had anyone else tarp the roof that it would void the 20 year warranty that he offered in his contract, but Joe already wasn't honoring his warranty by denying that the leak was coming from the skylight. Due to consistent rainfall & further damage to my home I have since had a tarp placed over the skylight & the leak has stopped. Joe claims that his installation has been altered because the roof was inspected and a tarp was put on for protection. Professional contractors aren’t going to tamper or alter another companies work - the accusation is absurd. No one has altered Joe's work in any way. I just want Joe to honor his contract that states I have a 20 year no leak installation warranty. People make mistakes & honorable people & companies own up to them & make it right. Joe was invited to come out on 6/9/23 at 9:30am while a professional contractor was here to inspect the roof, but he did not show up. I'm not a professional roofer so I can only rely on what the professionals are telling me. If they told me that the leak was unrelated to the skylight I would not be asking Joe to fix it. I've tried to communicate to Joe & Rita that, but they don't want to hear any of it. They want to hand pick the 3rd party to do an inspection. Not honoring a warranty is a breach of contract. All 5 contractors have written estimates documenting what needs to be done & all estimates state that the skylight needs to be replaced & reinstalled. Before I hired Skylight Pros By Blue Bell I had a total of 5 Contractors come to my home to give me an estimate to replace my old skylight. After much research I hired Skylight Pros because of their 23 years in the business, their excellent customer reviews, & most of all because of their 20 year guarantee no leak installation warranty. After writing reviews on Google & Yelp I have received several text messages from Skylight Pros By Blue Bell threatening to sue me for defamation of character & legal fees.

Sent from my iPhone

Good product but delivery not good enough. I have used Velux for years. Ordered 2 Velux and 2 flashing kits inc. insulation collars.
Velux have arrived but no flashing kits until 26th of May. Insulation collars have to go in first so had to stop job. Not good for business. Also supplier could not get through to Velux for lead time, so had to order before I even knew date.

I have three Velux skylights installed in my sunroom. They use a WLR 160 50 2 remote. The remote failed today (5-13-23) and I went online at Velux to get a replacement and was informed that the product has been discontinued and that Velux no longer supports the remote. The help desk told me that some customer suggested that a Logitech Harmony 655 remote works. I looked it up and it is a remote for a TV! Have no idea where to go. I'm in awe on how a company can be so unresponsive to their customer.

I'm surprised with the negative reviews ,I have installed 100 s of velux lights over the years and still the best around ,I ordered the wrong blind for an old window and the glass size had changed ,so I phoned and got speaking to Sean who could not have been more helpful, they said they will send the correct blind and get a full refund on the wrong one and they will send courier at no extra charge ,I had opened the package but not tried to fit it ,so all ok ,well impressed

Only given 1 star as is lower you can give
We are a building company with many years of trading and use Velux on many projects
Placed a order for 3 electric blinds in November 2022
Arrived February 2023 installed and all 3 blinds faulty Velux send a repair technician in March 2023 but could not find the fault
New Blinds were order by Velux and were due to be replaced In May 2023 but this date moved now to June 2023
Also heard from other contractors that some of their products have exploded
What poor company beware if thinking about using them
We will be using a competitor from now on
Their attitude is bad all working from home and now being made in France

I've just found out that a replacement part to hopefully fix my solar powered roof window ( just the new battery ) is going to cost £240 even though the whole new window is only £428 !
Apparently the electrical parts are only guarenteed for 3 years . I think most people would want there windows working for longer than that ?
I think the 70% of one star reviews is all you need to know to go elsewhere.......

So I have just tried to call back to ' discuss further ' but haven't got the 10 minutes waiting time to wait until you can answer the phone I'm affraid

You're quite welcome to call me back , if you're able to offer me a better solution to the problem ,instead of the excuses as how its justifyable to rip -off your customers in this way

How can it be possible to charge over 1/2 the price of a new complete full unit ( fully working with all the remote control parts included ) to replace these few small parts ?

Surely a company of your size should be able to swallow some of the costs of replacement parts ( where necessary ) , to make them relatively cost effective and acceptable for your existing customers ?

For now i've disconnected the faulty unit and now just use the window manually and obviously I'll be warning people about not trusting the quality of your produsts or your level of customer service

I ordered a replacement part for about £100 but bought the wrong size. I was charged a £20 re-stocking fee and a mandatory collection fee of £40 when postage would have been c. £5.
In reply to Velux's post, the builders merchant I bought from insist that the high cost of return is a Velux policy they can't do anything about.

Just installed the Velux Active control to my solar blinds and what a fantastic system paired with 'Google home' automation. Such a brilliant device. Customer service was second to none with fast response time. Have been using velux products for the last 20 years and they have always been first class quality products.

My velux escape rooflight blew open and locked in place. I rang their technical help line, expecting a long wait but 3 minutes later, Alan Dylan answered and gave me the best customer experience I have had for a long time. My window is over 15 years old but he advised me nonetheless on what to do. Before I rang off, he said he would check on a window in the back of his office and get back to me if he had any more information. To my surprise, he rang back 5 minutes later with more advice. The problem is now solved successfully. I was very impressed.