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John P
0/10
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Bought KLI 310 to operate the blind, which was a mistake. So I bought KLI 312 which does work the blind. Asked to return the unused KLI310 and was told I cannot. Quite frankly, for about £30 refund you refused I think is very bad customer relations!
Comment by veluxblindsdirect.co.uk:
I attempted to contact you today and left a voicemail message. I have also sent a follow-up email for your reference. After reviewing our records, I can confirm that we have only one order on our system for the KLI 312. It appears that the KLI 310 may have been purchased from a different company. If this is the case, you would need to contact the retailer you purchased the KLI 310 from regarding any return or refund request, as they would be responsible for assisting you with this item. If you have any questions or believe the above information is incorrect, please do not hesitate to get in touch.
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Claire S
3/10
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We bought a smaller fly screen- it was prefect. This new large one we bought does not meet the same standard. When you try to close it the fly net becomes all distorted and loose, it would take very little breeze to dislodge it completely from it’s frame. Very disappointed this time.
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Susan C
8/10
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I still haven’t received all my order!
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. We're sorry to hear about the delay in receiving the complete order. Having reviewed your case, we can confirm that a member of our customer service team attempted to contact you and left a voicemail message, as well as sending an email. We identified that one item from your order was delayed, and we sincerely apologise for any inconvenience this delay may have caused. After checking the latest tracking information, we can confirm that all items from your order have now been successfully delivered.
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Russell S
9/10
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Purchased a solar blind replacement (original was 22 years old and solar battery was obsolete but no longer holding a charge). These blinds are extremely well designed and engineered which facilitates very easy fitting. One of the easiest DIY jobs you'll find anywhere! Plus it looks great and works straight out of the box.
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Robert S
7/10
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I think it's a bit naughty charging over £8 for two tiny bits of plastic and a couple of screws without which the blind could not be installed - and then you omitted to include them in the original delivery!
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. We're sorry to hear that you were disappointed with the cost of the additional brackets and that they were not included with your original delivery. We understand how frustrating this would have been, particularly when the brackets were essential to completing the installation of your blind. We appreciate your comments regarding both the pricing and fulfilment of these items, and your feedback has been shared with the relevant teams for review.
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Keith A
10/10
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The blinds are excellent and easy to fit. The only minor gripe is that the two vertical fixings don’t really align perfectly with the blind. Whether this can be solved I’m not sure.
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Henry H
2/10
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Part of my order was missing. I tried to call Velux. I was told that you were too busy to answer calls that day so I should use the website instead. From the website I emailed your customer services. I received an automated reply to say that you were busy & would try to read my email in 72 hours & that I should try to call you instead. 3 days later I have had no contact from you (other than this survey) & there is no sign of the missing part of my order.
Comment by veluxblindsdirect.co.uk:
Thank you for taking the time to speak with me today. Please accept my sincere apologies once again for our delayed response and for the inconvenience caused by the replacement part not arriving as expected. As discussed, I have arranged for another replacement part to be dispatched and sent to you as soon as possible.
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Clive E
7/10
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Your ordering instructions did not point out I might need to order another kit, the wiring kit ZOZ243, which was required for the installation. This caused an additional 10 day delay for it to be delivered. However once I had all necessary parts the installation went well and the product is good.
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. We're sorry to hear that the need for the ZOZ 243 wiring kit was not made clear during the ordering process and that this resulted in an additional delay while waiting for the required part to arrive. We're pleased to hear that once all the necessary parts were available, the installation went smoothly and that you're happy with the finished product.
Comment by veluxblindsdirect.co.uk:
Thank you for your feedback. We're sorry to hear that your order took 10 days to arrive when the estimated delivery time was 3-4 days. At the time of your order, we were experiencing a particularly high volume of orders, which unfortunately impacted some delivery times. While this is not the level of service we aim to provide, we appreciate that this would not have made the delay any less frustrating from your perspective.