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Lesley J
5/10
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Your website is not as helpful as it could be for someone ordering one of your products. I ordered blinds to fit a standard Velux which had been fitted with motor after original installation. Nowhere on the website does it mention that I might need an additional part to connect the blind to the motor. You could simply have show. The accessory as “usually sold with this blind if not originally electric window”. As it is when I called Velux they immediately told me that I would need an additional part to make the work. Having waited 4 weeks for the original order I now have to wait an additional two weeks for the extra part. A little thought in the website offering might have improved my buying experience and make me want to recommend the site to others.
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Colin R
0/10
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Dont send a satisfaction survey, when you have just told me my order is delayed by 2 weeks!!!
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. Receiving a satisfaction survey immediately after being informed of a two-week delay is not the experience we want for our customers. The survey is sent automatically as part of our communication process, but we recognize that in situations like this, the timing can feel inappropriate and insensitive. We appreciate you bringing this to our attention, as feedback like yours helps us identify opportunities to improve our customer experience.
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Philip B
10/10
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Delivered before scheduled day but we were in. Slight package damage but product fine. Very clever design and easy to fit. Very happy with product - kitchen us much cooler now.
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Margaret T
0/10
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The product I ordered was never delivered! Only after tracking with Evri discovered the product was damaged and not delivered! Was told to contact you and inform you. Surely this should be the responsibility of the delivery company
Comment by veluxblindsdirect.co.uk:
Thank you for taking the time to speak with me yesterday and for confirming that you were satisfied with the refund that had already been issued for the damaged item. I am sorry that the item arrived damaged. Unfortunately, carriers do not always notify us when parcels have been damaged in transit. When an item is purchased online or from a retailer, the seller remains responsible for the goods until they have been delivered safely to the customer. As a result, customers should contact the retailer directly regarding any items that arrive damaged, as they are responsible for arranging an appropriate resolution, whether that be a refund, replacement, or repair. Thank you for your understanding. If there is anything further we can assist you with, please do not hesitate to get in touch.
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Andrew F
7/10
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I did not receive any notice of delivery. The top brackets for the blind should be included with the blind; they probably only cost pennies to produce and the blind is expensive. Had to order a complete new blind although all I needed was new material as the old one had split. There is insufficient overlap of material in the track; or better still add a hem to the sides of the material. The fixing screws supplied had Allen slot heads, necessitating a trip to the hardware shop to purchase socket. If you don’t want to use standard slotted screws you should include the tool required.
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Marjorie D
8/10
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The blind came 2 days before the fixings there was no indication that these would be delivered separately
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. We're pleased to hear that your blind arrived safely, however we're sorry that the fixings were delivered separately and arrived two days later without any indication that they would be sent as a separate shipment. Your comments regarding our delivery communication have been shared with the relevant team for review, as we recognise the importance of keeping customers fully informed about how and when their orders will arrive.
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. We are sorry to hear that your ordering experience did not meet your expectations. Your suggestion regarding a recommendation for commonly required accessories is valuable, and we can see how clearer guidance during the ordering process could help customers avoid delays and inconvenience. We continuously look for ways to improve our website and customer journey, and feedback such as yours helps us identify areas where we can do better.