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Jonathan H
8/10
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Initial delivery date was delayed such that it missed my planned fitting date. Also, whilst I am still to open the package, it has been bashed and damaged in transit but I hope the blind inside the box has not been affected.
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Mark Y
9/10
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Solar awning fitting instructions are not clear, did not enjoy figuring out which way up to fit whilst at top of a tall stepladder!
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Jeannette D
5/10
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I ordered 2 heat defence blind online on 26/6, with a delivery date of 1/7. I was not advised that there was a delay on delivery due to shortage of material for the larger blind until I rang customer service querying my order. I was then told of the shortage and was told I should have been notified about the delay. I accepted this, but was disappointed at the lack of communication. My delivery date kept getting put further back. I rang again and asked could my order be separated and the in stock blind sent. This did happen and I have received one blind, the other blind is now with the courier. To say I am disappointed that such a large company as yourselves has to be asked to separate the order, and not advise of the delay in the first instance shows a complete disregard for customer service.
Comment by veluxblindsdirect.co.uk:
Thank you for sharing your feedback. I’m sorry to hear you were disappointed with your experience and apologize for the frustration caused by the delay. To clarify, we sent email updates on 7 and 8 July advising that the larger blind was delayed due to a material shortage. While these messages may have been missed, we did make every effort to notify you before your call to Customer Service on 9 July. Regarding the delivery, our standard practice is to consolidate orders to reduce duplicate journeys and minimise environmental impact. For this reason, we would not normally dispatch items separately unless requested or in exceptional circumstances. Following your request, we arranged a separate delivery for the in-stock blind, and I’m pleased to confirm that both blinds have now been delivered. We appreciate that the delay and the need to contact us for updates were disappointing, and we apologise for any inconvenience caused. Thank you for your patience. Your feedback is valued and will be shared with the relevant teams as we continue to improve our communication and processes.
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barbara m
3/10
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Why cant you supply a solar powered blind in a colour you use for other blinds. Cave. The fabric is identical to the ones used for solar.
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. We appreciate your comments regarding the colour options available for our solar-powered blinds. Customer feedback like yours is valuable and helps us understand which colours and styles our customers would like to see offered across a wider range of products. We have shared your comments with the relevant team for consideration. Thank you for taking the time to share your thoughts with us.
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Sue M
5/10
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Velux's website indicated that customers would be able to choose the day of delivery. I received an email to say the items had been despatched on Monday, 20 July and another one, saying if we were not available to take delivery the following day, the courier would leave a card and we could arrange re-delivery. Instead, as we saw from our cameras, the courier didn't even knock the door or ring the bell, and he just left them outside. That is almost £1,300 of goods waiting to be stolen. Whilst I was on the phone to your representatives (or rather waiting to be connected), I managed to WhatsApp a neighbour who agreed to take the goods in. Your delivery service yesterday was woeful and failed to deliver what Velux had promised.
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. We’re very sorry to hear about your delivery experience and understand your concern. We recognise that leaving goods of this value outside your property is unacceptable. We also apologise that the delivery service did not meet the expectations set during the ordering process. Thank you for bringing this to our attention, and we’re sorry for the inconvenience caused.
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. We're sorry to hear that the delivery delay meant your order arrived later than expected and caused you to miss your planned fitting date. We hope the blind inside was unaffected, but if you do discover any issues when opening the package, please contact our customer service team and we'll be happy to assist.