|
Matthew B
2/10
|
I ordered 4x blinds for my VELUX windows, the order process was easy (including the potentially complicated step of making sure I got the right size), but the step between ordering and the products being dispatched and delivered has been chaotic. After a lengthy wait I received 3x of my blinds, all at the same time on the same day from the same courier but had so many emails from the courier (Evri) it was impossible to work out what was happening. I called your customer service team to ask about the missing 1x blind about which I had had no communication at all, and was assured it is on its way, but a week later I still don’t have the fourth blind. You have a brilliant product, the website is great, the scottish lady I spoke with in customer services was brilliant - but it all comes to nothing if I don’t get what I’ve paid for.
|
Liz H
0/10
|
Awful delays. Still not delivered 2 days after promised (following long delay due to lack of materials)
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. We’re very sorry for the delays you experienced. We understand how frustrating it is to be given an expected delivery date and then have to wait considerably longer. We’re pleased that your order has now been delivered. We appreciate your patience and apologise for the inconvenience caused. Your feedback is being taken on board as we continue to improve our service.
|
David S
1/10
|
Customer service - awful, I questioned the delay in shipping and while the reply had a lot of words in, it didn't actually tell me anything. Shipping / delivery was even worse, Evri abandoned my parcels by the side of a busy road half a mile from my house! Altogether a very disappointing experience.
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. We are sorry to hear that your experience did not meet your expectations. We are sorry that both the communication and delivery aspects of your order fell short. Your comments will be shared with the relevant teams as we continue to work on improving our customer service and delivery processes.
|
Simon B
10/10
|
From the time I placed the order to the time it arrived was quite a long time. I presume this is because each item is individually made. Overall I was very impressed with the product and the service.
|
Jennifer A
1/10
|
We waited weeks for the delivery, the information on delivery time was inaccurate and then the wrong product was delivered - ie electric not solar blind but in a box marked solar, so we only realised when it was installed and couldn't understand why it didn't work. We are still awaiting the replacement. So in total many weeks wasted. You've asked for my feefback and I'm still waiting for the correct product. Very dissatisfied.
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. We are very sorry to hear about the issues you have experienced with your order. We understand how frustrating it is to face extended delivery delays, receive inaccurate delivery information, and then discover that the wrong product had been supplied. We sincerely apologize for the inconvenience and the time this has cost you, particularly as you are still waiting for the correct replacement. This is clearly not the experience we aim to provide, and we appreciate you taking the time to share your concerns.
|
Jeanette L
3/10
|
Delivery was severely delayed and lack of communication. Only one email received to say it will be delayed. Given dates on delivery tracker which was inaccurate. Very disappointed However no issues with product when it eventually arrived
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. We are sorry to hear that your order was significantly delayed and that the communication and delivery updates did not meet your expectations. Your comments regarding both the communication and tracking experience are appreciated and will be shared with the relevant teams for review. We are pleased to hear that you were satisfied with the product once it arrived.
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. We’re really pleased to hear that you found the ordering process straightforward, our website easy to use, and that our customer service team were helpful when you contacted us. That said, we’re very sorry that your experience after placing the order has been so disappointing. We completely understand your frustration at receiving only 3 of the 4 blinds, particularly after the lengthy wait. My colleague has since arranged for a replacement to be issued, and we are working hard to get this to you as soon as possible. We apologise that you have had to chase this and wait longer than expected to receive the full order. We appreciate your patience and are grateful for your kind comments about our product and customer service.