Our Velux window lost connection to remote control. We contact Velux on line, & Mike contacted us by phone within 30 minutes. He was very helpful & reassuring & quickly idetntifed the problem. He s... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
We have a minor issue with out rooflight, so spoke to Ian at customer service, who was really helpful and reassuring. The part needed can easily be fitted by me, so it is in the post. Was also directe... See more
Company replied
From the initial start, all the emails and photos sent, it has been wonderful, friendly staff, got everything sorted and right 1st time. I replaced my old Velux windows with updated same style, the... See more
Company replied
I was experiencing issues with my VELUX window solar powered opening and closing mechanism. VELUX went over and above my expectations of getting the fault diagnosed and rectified. The fault was fixe... See more
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Company details
Written by the company
VELUX is a leading global manufacturer of roof windows and solutions designed to enhance healthy living under the roof. Since 1941, we have been synonymous with quality and innovation, committed to improving living spaces through increased daylight, fresh air, and sustainable solutions. VELUX GBI (Great Britain & Ireland) is the market organisation responsible for commercial, operational and customer service activities across the UK and Ireland, operating as part of the VELUX Group.
Contact info
Woodside Way, Glenrothes , United Kingdom
- 01592 778225
- customer.support@velux.co.uk
- velux.uk
4.6
Excellent
247 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 2 weeks
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Surprisingly Amazing
Surprisingly Amazing.
Called up, despite being informed of high call demand was through to person in under 5 mins. Lois was able to identify my window with ease, walked me through the process, and did a little trouble shooting.
Window sorted in less than 10mins. Customer service as it should be.
20 February 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Hello Abraham
Thank you for sharing your experience with us! We’re delighted to hear that you found our customer service efficient and helpful. Lois will be pleased to know that her assistance made a positive impact and helped resolve your window issue so quickly.
Providing excellent service is at the heart of what we do, and feedback like yours motivates us to continue delivering the best support possible.
If there’s anything else we can assist you with, please don’t hesitate to reach out.
Excellent service
Excellent service! I ordered two incorrect blinds, I emailed and then telephoned to explain my mishap. The issue was resolved very quickly and two replacements are on their way.
19 February 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Hello Lisa
Thank you for your kind words and for sharing your positive experience with us! We are delighted to hear that our team was able to quickly assist you in resolving the situation with your blinds and arrange replacements.
Your satisfaction is our priority, and feedback like yours motivates us to continue delivering excellent service.
If there’s anything else we can assist you with, please don’t hesitate to reach out.
Velux Gateway not working
We changed WFI supplier which upgraded us to 5g and it caused major problems with our Velux Gateway. Spoke to Mikey and he explained I needed to contact our suppler and remove the 5g. I then contacted Mikey and he talked me through all the steps and made sure everything was working before finishing the call. It was very refreshing be able to speak to someone and not a robot. A very big Thank you to Mikey.10 out of 10
19 February 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Hello Jo
Thank you for sharing your experience with us and for your kind words about Mikey's support. We are delighted to hear that he was able to guide you through the steps and ensure your VELUX Gateway was functioning properly after the challenges caused by the 5G upgrade. Your feedback about the personal and effective assistance you received truly means a lot to us.
We are committed to providing excellent service and ensuring our customers have a seamless experience with our products. Should you have any further questions or need additional assistance, please don’t hesitate to reach out to us.
Thank you once again for your valuable feedback and for choosing VELUX.
Excellent customer service
Both Amy and Ian were excellent in helping me.
19 February 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Hello Caroline
Thank you for your kind words and for taking the time to share your experience with us. We are delighted to hear that both Amy and Ian were able to assist you effectively. Your feedback is truly appreciated and motivates us to continue delivering excellent customer service.
If there is anything else we can assist you with, please don’t hesitate to reach out.
Ordering process
The process of discussing my project with Velux, talking through different options, and obtaining information on products, pricing, and installation, has honestly been one of the best customer experiences I've ever had. Lynne Leblanc was fantastic. Nothing was too much trouble, and I felt supported and reassured the entire time.
I've only just placed my order, so fingers crossed the products live up to the standard of the advisory team!
19 February 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Hello Jonathan
Thank you so much for your kind words and for sharing your positive experience with us. We are thrilled to hear that the process of discussing your project, exploring options, and obtaining information on products, pricing, and installation has been one of the best customer experiences you've had.
We are especially delighted to know that Lynne provided fantastic support and reassurance throughout the process. Your feedback is incredibly motivating and reinforces our commitment to delivering exceptional service.
We hope that the products you’ve ordered will meet your expectations and bring you the satisfaction you’re looking forward to. Should you have any questions or need further assistance as your project progresses, please don’t hesitate to reach out to us.
Thank you once again for choosing VELUX.
First class after sales
Called after sales and received a friendly and thorough explanation of how to resolve an issue I had. Their advisor took the trouble to email specifications to satisfy building control. First class service by a UK after sales team!
19 February 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Hello Adrian
Thank you for your kind feedback! We’re delighted to hear that you had a positive experience with our UK after-sales team. Providing friendly and thorough support is something we strive for, and it’s wonderful to know that our advisor was able to assist you effectively and provide the necessary specifications for building control.
Your satisfaction is our priority, and your words motivate us to continue delivering first-class service. If there’s anything else we can assist you with, please don’t hesitate to reach out.
I contacted Velux for advice
I contacted Velux for advice on which window would best suit our needs. I was offered a video meeting with an advisor and it was brilliant. I gave them all the information they needed and was advised the best window for my situation. It was all very simple and the advice was spot on. We now have three Velux windows, one in each of three rooms and we love them.
10 January 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Dear Mark,
Thank you for sharing your positive experience with us! We are delighted to hear that the video meeting with our advisor was helpful and that the advice provided was spot on for selecting the best windows for your needs. It’s wonderful to know that you are enjoying your three VELUX windows.
If there’s anything else we can assist you with in the future, please don’t hesitate to reach out.
Best regards
Mikey from Customer Support
I had an excellent call with Mikey earlier with a very successful outcome for me and a further order placed - thanks so much to Mikey and the support team for a speedy response. I look forward to doing further business with you in future.
18 February 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Dear Marie,
Thank you so much for your kind words and for taking the time to share your positive experience with Mikey and our support team. We are thrilled to hear that your call was successful and that you were able to place another order with ease.
If there’s anything else we can assist you with, please don’t hesitate to reach out.
Best regards
Mikey
I needed help connecting the window to the remote control, mikey spent 40 minutes helping me, thank you very much
17 February 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Hello Daniel
Thank you so much for your kind feedback! We’re delighted to hear that Mikey was able to support you effectively and help you get your window successfully connected to the remote control.
Delivering a smooth and positive experience with our products is incredibly important to us, and it’s wonderful to know that Mikey’s assistance made such a meaningful difference.
We’ll be sure to share your comments with Mikey and the wider team.
If there’s anything else we can help you with, please don’t hesitate to get in touch.
Prompt and effective support
I am a seventy four year old OAP and needed help to resolve a problem of my own making concerning three roof windows . I asked for help and was promptly supplied with a step by step guide to successfully resolve this issues . Great product ,great company, great customer care .
16 February 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Thank you for sharing your experience with us. We are delighted to hear that the step-by-step guide we provided was helpful in resolving the issue with your roof windows. Your kind words about our product, company, and customer care mean a great deal to us.
At VELUX, we are dedicated to offering excellent support and ensuring our customers have the best possible experience. It’s wonderful to know that we could assist you effectively.
If there’s anything else we can do for you, please don’t hesitate to reach out.
Prompt efficient and pleasant advice
Prompt efficient and pleasant advice
Very pleased with service
16 February 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Thank you for your kind feedback! We are delighted to hear that you were very pleased with the service you received. Your satisfaction is our top priority, and it’s wonderful to know that we could provide you with efficient and pleasant advice.
If there’s anything else we can assist you with, please don’t hesitate to reach out. We’re here to help!
Extremely disappointed with VELUX after sales support
I have three VELUX skylights installed at the same time around six years ago.
One began leaking in November 2025. It’s a clear case of water ingress — it leaks only when it rains, and stops when the rain stops.
Since reporting the issue, I’ve been stuck in an endless loop of emails where VELUX repeatedly asks for the same information and insists on various “installation checks”. After six years of problem‑free use, the idea that this is an installation fault feels unreasonable, especially as these checks often require climbing onto the roof, something most homeowners can’t safely do.
Despite providing every detail requested (some of them more than once), I’ve now been asked during one of the wettest periods of the year to check for condensation. This contradicts everything I’ve already explained and even contradicts the questions VELUX themselves ask when opening a support case.
These repeated delays and requests are not only frustrating, they are increasing the damage to my property while I wait for meaningful action.
I used to be a strong supporter of VELUX products, but this experience has completely changed my view. By contrast, when I bought another skylight from PermaRoof and had an issue, their support was fast, clear, and genuinely helpful.
Based on my current experience, I would recommend PermaRoof over VELUX.
12 February 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Good Afternoon ,
Thank you for contacting us and for providing the details of your experience. We are very sorry to hear about the difficulties you have encountered with your VELUX skylight and the ongoing water ingress issue. We fully appreciate how frustrating this must be and sincerely apologise for the inconvenience caused.
We are grateful for the information you have already supplied and understand your concerns regarding the repeated requests for further details and installation checks. Please be assured that we are committed to resolving this matter as swiftly and effectively as possible.
Upon reviewing your case, I can confirm that a technician’s visit has been arranged to inspect the window. We are hopeful that this inspection will identify the cause of the issue and lead to a satisfactory resolution.
Once again, please accept our sincere apologies for the inconvenience, and thank you for your patience and understanding.
5* Customer Service from Velux and the technical team
I have had an excellent experience with the customer service and support from Velux. Shaun in particular from the technical team was extremely helpful in diagnosing an issue with my blind that I had bought. On his occasion unfortunately the blind was faulty and after trying the fixes he suggested, a replacement blind was ordered quickly (to add this the first time I have had a fault with a Velux product so rest assured that this doesn't happen often from my experience).
I level of detail in the responses I have received from Velux support have been excellent and extremely prompt in trying to rectify the issue.
9 February 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Thank you for sharing your positive experience with us. We are delighted to hear that you found our customer service and support to be excellent. Your kind words about Shaun and his assistance in diagnosing and resolving the issue with your blind mean a lot to us. It’s great to know that the replacement process was handled promptly and to your satisfaction.
We truly value your feedback and are committed to maintaining the high standards you’ve come to expect from VELUX. Should you have any further questions or need assistance in the future, please don’t hesitate to reach out to us.
Thank you once again for your trust in VELUX.
Great customer service
New blind supplied was catching as you opened and closed it .Customer service team suggested some initial options to resolve the issues .Sweep the side channels for any potential debris and silicone spray the channels to ease movement .Unfortunately this didn't work on new blind ,however has improved the operating of 5 existing blinds we also have .
Customer service team have arranged for a replacement blind to be sent out at no cost .
3 February 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Thank you for sharing your feedback with us. We truly appreciate you taking the time to let us know about your experience.
We are glad to hear that the initial suggestions from our customer service team helped improve the operation of your existing blinds. At the same time, we regret that the new blind continued to face challenges. However, we are pleased that a replacement blind has been arranged for you at no cost.
If there is anything further we can assist you with, please don’t hesitate to reach out.
What a pleasure to deal with someone so pleasant and helpful
Clear instructions with photos to help. A complicated process handled excellently by Amy who was extremely patient and helpful. Thank you
4 February 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Thank you for your kind words and for taking the time to share your experience with us. We are thrilled to hear that Amy was able to assist you effectively and that her patience and helpfulness made the process smoother for you. Your feedback is truly appreciated.
If there’s anything else we can assist you with, please don’t hesitate to reach out.
What a difference when dealing with my…
What a difference when dealing with my Velux problem. The Customer Technical service team are extra helpful and certainly want to provide a comprehensive service to its customers.
Micky did everything to address the window blind issue we gave been having. So much that ee linked up on a video call allowing us to work together to fully track the problem we have with our GGL PK06 window, blind alignment. Checked everything and it looks as if the blind motor has failed.
The additional help and advice is Totally amazing and appreciated. So again
A BIG THANKYOU TO YOU ALL A VELUX SCOTLAND.
Regards Hughie.
2 February 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Hello Hughie
Thank you for your kind words and for taking the time to share your experience with us. We are delighted to hear that Micky and our After Sales Team were able to assist you effectively with the alignment issue of your GGL PK06 window blind.
It’s great to know that the video call and collaborative troubleshooting process helped identify the challenge with the blind motor. Your appreciation means a lot to us, and we will make sure to pass on your gratitude to Micky and our After Sales team.
If there’s anything further we can do to assist you, please don’t hesitate to reach out.
Superb customer support
I purchased a blackout blind in September 2024 and unfortunately in January 2026 it stopped working. I contacted customer support and was expertly helped via a video call from a very professional advisor. Through his thorough checks he ascertained the blind was no longer working and immediately arranged for a replacement under warranty. Sometimes electrical devices fail but to have excellent customer service to rectify the issue gives you faith in the product and company.
28 January 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Dear John,
Thank you for your kind feedback and for sharing your positive experience with our customer support team. We are delighted to hear that our advisor was able to assist you promptly and professionally in resolving the issue with your blackout blind.
Your satisfaction and trust in our products and services are of utmost importance to us.
Should you have any further questions or require additional assistance, please do not hesitate to reach out. We are here to help.
Problem Velux glass replacement
After twenty years a pane of glass failed. I reported this to Velux and they assisted me in identifying a further nine Velux windows that were manufactured with the identical fault code. With absolutely no quibbling they sent technicians who cleanly and efficiently replaced all the supect glazing. A terrific example of a Brand standing behind their product 20 years after installation! Not expected by me and wonderful to experience! Velux are brand leaders for good reason.
26 November 2025
Unprompted review
Reply from VELUX Great Britain & Ireland
Thank you for sharing your experience with us. We are truly grateful for your kind words and for taking the time to highlight the support you received.
It is our commitment to stand behind the quality of our products and ensure customer satisfaction, even years after installation. We are delighted to hear that our technicians were able to assist you efficiently and that your experience with VELUX has been a positive one.
Your feedback motivates us to continue delivering the high standards of service and reliability that our customers expect from us.
If there is anything else we can assist you with, please don’t hesitate to reach out.
So a little pain in setting up the App… But Technical amazing
So a little pain in setting up the App and also rectifying a runner fault on the blind caused by the builders but the technical team were utterly amazing! Thankyou
13 January 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Hello Malcolm
Thank you for sharing your feedback with us!
We’re delighted to hear that you found our technical team amazing and that they were able to assist you effectively. Your kind words mean a lot to us, and we’ll make sure to pass them along to the team.
We also appreciate your patience with the initial setup of the app and the adjustments needed for the blind. Your input helps us understand where we can improve and ensure a smoother experience for our customers in the future.
If there’s anything else we can assist you with, please don’t hesitate to reach out. We’re here to help!
A great Aftercare team
A great Aftercare team, responsive and understanding. Credit to the company. They resolved an issue with my blinds professionally and exceeded expectations
8 January 2026
Unprompted review
Reply from VELUX Great Britain & Ireland
Hi Paul
Thank you for your kind words and positive feedback about our Aftercare team! We are thrilled to hear that our team was able to assist you with your blinds and exceed your expectations. Your satisfaction is our top priority, and it’s wonderful to know that we could provide a professional and responsive service.
If there’s anything else we can assist you with in the future, please don’t hesitate to reach out.
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