My first order was placed on 28/10/25 to arrive by 10/11/25, this did not happen. When questioned it appears item was sent back due to customs query. Re-ordered again on 10/11/25 promised delivery by 27/11/25 still not received. I would not recommend or use this company again.
Comment by TheRoofWindowStore.co.uk:
Thanks for leaving a feedback! I am really sorry for the continued delivery problems of the maintenance kit you ordered from us. Unfortunately, while the initial problem was caused by HM Customs, the subsequent reorder was caught up in the Cloud Flare cloud outage, which affected our carriers' IT systems resulting in longer delays. Our delivery performance is well over 90% in general and I regret that your experience was so poor. I can see that a full refund has been issued since and, while I understand your frustration, I really hope you'd give us another chance should you have any VELUX window-related needs in the future. We are always significantly below VELUX list prices. Best regards, The Roof Window Shop
Net Promoter Score is a loyalty metric used as a KPI for customer experience, measured on a scale of -100 to +100.
To calculate the NPS, we first ask customers to answer the question "How likely is it that you would recommend this company to a friend or colleague?" on a scale of 0 - 10.
Customers who answer 0 - 6 are Detractors, 7 - 8 are Passives and 9 - 10 are Promoters. The NPS is the sum of % of Promoters - % Detractors.
Comment by TheRoofWindowStore.co.uk:
Thanks for leaving a feedback! I am really sorry for the continued delivery problems of the maintenance kit you ordered from us. Unfortunately, while the initial problem was caused by HM Customs, the subsequent reorder was caught up in the Cloud Flare cloud outage, which affected our carriers' IT systems resulting in longer delays. Our delivery performance is well over 90% in general and I regret that your experience was so poor. I can see that a full refund has been issued since and, while I understand your frustration, I really hope you'd give us another chance should you have any VELUX window-related needs in the future. We are always significantly below VELUX list prices. Best regards, The Roof Window Shop