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Ros D
5/10
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Why send this survey to me when your projected delivery time is the end of next week!
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JUDITH H
0/10
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When I told customer services that I wasn't available until September for delivery, they rescheduled delivery for BEFORE September. It took 2 attempts to get a correct date that matched my availability even though I'd given my availability really clearly. Delivery was confirmed, eventually, for 4th September. Then I received information saying delivery would be 7th September, ignoring the fact that 4th had been confirmed. One blind was in fact delivered on 2nd September. I had to email Velux again to find out when the remaining 3 would come. They sent me a copy of the tracking information saying it would be 3rd September. This was a mess and could have been avoided.
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. We’re very sorry to hear about the difficulties you experienced with arranging your delivery. Clear communication and accurate delivery information are important, and we regret that this process fell short of your expectations. Thank you for taking the time to share your experience, and we apologise for the inconvenience caused.
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Des M
10/10
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Overall v happy with product and customer service. It took awhile to establish the exact blind model needed for 20yr old veluxes but online response was swift and helpful.
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philip j
9/10
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would have been helpful to have received fitting instructions. Had to go on to the website to view a video. I couldn't print off the instructions as I don't have a printer.
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Paul C
7/10
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It is a search to establish exactly what replacement blind is available, and in fact the "replacement" blind is an entirely new installation, not clear at all. Black out blind is a plastic sheet, not a fabric one, also unclear. The installation instructions are difficult to find and incomprehensible. Actually fitting the blind is really difficult as you have to hold it in position whilst fitting two fiddly screws.
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. We’re sorry to hear that the process of selecting and installing your replacement blind was not as straightforward as expected. We also appreciate your comments regarding the blind material and the installation instructions. Clear product information and easy-to-follow guidance are important, and we regret that this was not your experience. Thank you for taking the time to share your detailed feedback. Your comments will be shared with the relevant team for consideration.
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Andrew M
8/10
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The window pole had a journey of about 5000 miles from place of manufacture. That is ridiculous. It should be made closer to home.
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. We understand your concerns regarding the distance the product travelled before reaching you. Our products are manufactured and shipped from different warehouses across Europe to help ensure a smooth and efficient delivery process. We appreciate you taking the time to share your thoughts and feedback with us.
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Christopher A
0/10
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I wanted to replace the air filters on 5 (pre-2014) windows around our home. The website was hard to navigate: I found the relevant maintenance kit, but there was no information on how long the air filter replacement roll was, so I had no idea whether one box would suffice - it turns out, having ordered one, that I now need to order a further 2 kits. The kit also contains items I did need; there seems to be no way to order the air filter only. So I feel I am paying over the odds for 3 maintenance kits and I will have to bin most of the contents. Plus, the link from the accessories page to the order page is not working. Overall, a terrible customer experience.
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. We’re sorry to hear that you found it difficult to locate the correct maintenance products and that the information provided on our website did not help you determine how much air filter material you would need for your windows. We also understand your frustration at having to purchase additional maintenance kits when only the air filter replacement was required, as well as your concerns about unnecessary waste. Your comments regarding the product information, purchasing options, and the non-functioning website link are appreciated. We apologise that your experience did not meet expectations and thank you for taking the time to share such detailed feedback.
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. We understand your frustration at receiving a request for feedback before your order has even been delivered. We apologise for any confusion caused.