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Irene Y
7/10
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My issue with Velux was that the installation instructions were very poor. The diagrams did not accord with my window although I checked , double checked and triple checked the actual window I was trying to install a blind to. The diagrams showed screws to loosen and undo ...there were none. There were no useful videos. It took me ages to work it out, especially as I was at an extremely awkward angle to access the window in the first place. The first blind too almost an hour to fix. The second one 5 minutes. Very frustrating
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Simon A
0/10
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Your customer service is shockingly poor. I have specified velux for over 30 years, this experience means I will look elsewhere in future.
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. We regret that your experience with our customer service did not meet the standard we are striving for. Your concerns are important to us, and we’d like the opportunity to improve and assist you further.
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John S
8/10
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All good but had to call support with a question on where my exiting window solar panel would relocate. Otherwise good website and on line order system.
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. We’re pleased to hear that you found the website and online ordering process easy to use. We’re also glad that our Customer Service team was able to assist with your question regarding the relocation of your existing solar panel. Thank you for taking the time to share your experience, and we’re pleased that, overall, everything went well.
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Matthew W
5/10
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Very slow delivery, over £200 of goods were sent via EVRI who are terrible abandoned on door step, product boxes creased. Return confirmation for one item took 4 days and no info on how to return spend 15 minutes on phone to be told return arrangements may take another 2 weeks. Seriously these are great products but your logistics are a mess.
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. We’re sorry to hear about your experience with the delivery and returns process. We understand how frustrating it must have been to experience delays, receive packages in poor condition, and have items left unattended. We also apologise for the lack of timely communication regarding your return and the inconvenience caused by the extended return arrangements. This is not the level of service we strive to provide. We’re pleased to hear that you value the quality of our products, but we regret that the logistics and delivery experience did not meet your expectations. Thank you for taking the time to share your comments.
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Andrew C
5/10
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Seemed to take a while to arrive, and one blind is slightly bent. The binds don't have any packaging beyond what they were supplied in.
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. We’re sorry to hear that the delivery took longer than expected and that one of the blinds arrived slightly bent. We also appreciate your comments regarding the packaging. If the bent blind is affecting the product’s performance or appearance, please contact our Customer Service team with your order details and photos, and they will be happy to assist.
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Charles C
10/10
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Delivery of the actual blind was fine, but because of a product we needed and a design we had to get different small corner fittings sent after. They were tiny items put in a Jiffy bag and the bag put in a much bigger box. It was delivered by Evi Couriers. the box was left on our step squashed, torn on three faces open, genuinely the worst state we have seen delivered. We went to the door immediately but the driver has rushed away and driven off, clearly didn't want to see us. Did take photos.
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Alan H
9/10
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The heat blinds do seem to work as promised. Fitting was simple after I had found a video animation to watch. The printed instructions were not entirely clear. No tool was included for fitting. A star shaped screw driver is needed .
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Alan V
8/10
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Product is great, really ingenious design, makes a big difference to cooling. But installation instructions are terrible, pictures are really difficult to interpret. Also the website and product packaging need better photos of what the product actually looks like when installed, that would help a lot with the installation.
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. We’re pleased to hear that you are happy with the product and that you’ve found it effective at helping to keep your room cooler. We’re sorry, however, that the installation instructions were difficult to follow. We understand how frustrating it can be when the visual guidance is not clear enough, and we appreciate your suggestion regarding improved product images showing the installed product. Your comments will be shared with the relevant team for consideration.
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Mattias E
1/10
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Previously I have tried to use the Velux website to find an installer but weeks passed without contact or help from Velux. Recently I placed an order for blinds but this experiences have been equally terrible with delays and substandard communication. It is also odd to send out this survey when all the product have not been delivered yet.
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. We're truly sorry to hear about your experience. Following a recent discussion with our Customer Service team, we can confirm that all items from your order have now been delivered. We also took the opportunity to apologise for the delays experienced and thank you for your patience while the order was being completed.
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. We’re sorry to hear that you found the installation instructions difficult to follow and that the diagrams did not clearly match your window configuration. We appreciate your comments regarding the clarity of the instructions. We’re pleased to hear that once the process was understood, fitting the second blind was much quicker.