Received replacement of faulty product without any hassle, really appreciated that! Overall Velo pouches are better than other competitors in my option, quality is always there and if not, you're quic... See more
Company replied
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Review summary
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Ladies of a certain age have quite a few issues with technology ie open browser and take photo to validate age, well that's like talking to fairies to me, Customer services very quickly helped me vali... See more
Company replied
I can’t recommend Velos enough! I recently had a delivery issue, and Jeta F from customer service was absolutely amazing. She was understanding, reassuring, and made the process effortless. Every tim... See more
Company replied
Had a delivery that never arrived via evri. Didn’t arrive on the day but the following day, early in the morning it said it’s been delivered. I was at work so I couldn’t see if it has been delivered,... See more
Company replied
4.6
Excellent
383 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 50% of negative reviews
Typically replies within 2 weeks
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Great delivery time
Great delivery time and class customer service if there's ever delays like over Christmas, even sent me a free can for the delay when I queried the delivery time!
4 January 2025
Unprompted review
Reply from Velo United Kingdom
Hello Joseph, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com We also have an online chat service available through the Velo website.
I'm rarely new to nicotine pouches,I've…
I'm rarely new to nicotine pouches,I've bought from serval main big sellers I'm in UK and Vello has definitely surpassed the rest by taste and choice ,my only down point is in uk they use EVRI instead of royal mail which as everyone mostly knows EVRI is the worst courier service ,even if Vello get It out on time EVRI could take another 3/7 days getting it to your door (or useally it ends up at someone else's door )Please Vello if you read this would you reconsider your despatch company because unfortunately EVRI are Letting you down.it would be a 5 start all day long if it wasn't due to my delivery always being late or lost and me having to go get it from another house.
3 January 2025
Unprompted review
Reply from Velo United Kingdom
Hello Emma. Thank you for your feedback; we were sorry to hear about your issues. A member of the Customer Care Team will contact you shortly.
AGES TO SHIP NOT RACCOMANDED
AGES TO SHIP NOT RACCOMANDED
3-5 days. It's been 3 weeks now and the courier never got the package. Same for my last purchase. I've waited 1 month.
JFR I live in the same city which contain their warehouse of my country. Unprofessional
17 December 2024
Unprompted review
I NEVER bother with reviews… but
I NEVER bother with reviews. I actually have mostly given up with big companies in the UK, the only time I usually have anything to say to them is complaints about late deliveries or bad service.
However, I felt the need to commend VELO. The product is awesome and the delivery time is exceptional. Ordered after 10pm in the evening and it arrived less than 12 hours later… kinda unbelievable.
18 December 2024
Unprompted review
Reply from Velo United Kingdom
Hello Sophie Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com We also have an online chat service available through the Velo website.
My online delivery was super late
My online delivery was super late. Karen from livechat customer services helped be properly. Even threw an extra can for the inconvenience. Karen from livechat, you are a star⭐️
17 December 2024
Unprompted review
Reply from Velo United Kingdom
Hello Unam Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com We also have an online chat service available through the Velo website.
Had issues with the website when…
Had issues with the website when placing a free trial order, but Karen on live chat and via email helped to get this through.
Can't speak for the product yet, but the customer service has been fantastic.
11 December 2024
Unprompted review
Reply from Velo United Kingdom
Hello Scott, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com We also have an online chat service available through the Velo website.
I dealt with Esma in customer service…
I dealt with Esma in customer service today and have done so in the past, and what is worth noting is the excellent customer service and communication that she provides. She is an asset to Velo.
In regards to Velo, the product is the best on the market in my opinion, and their dispatch times are rapid. If I place my order today I know always receive product the following day.
28 November 2024
Unprompted review
Reply from Velo United Kingdom
Hello Mark, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com We also have an online chat service available through the Velo website.
Bianca B helped me very quickly and…
Bianca B helped me very quickly and went over and above to help replace my faulty nicotine pouches. Great communication and friendly person. 10/10. Give her a pay rise
26 November 2024
Unprompted review
Reply from Velo United Kingdom
Hello Alex, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com We also have an online chat service available through the Velo website.
I recently got assisted by Ardit C on…
I recently got assisted by Ardit C on the customer service team due to having difficulties in ordering a free sample and making an account. They were incredibly friendly and rapid at responding and resolving my issues; and I can't wait to try their product!
26 November 2024
Unprompted review
Reply from Velo United Kingdom
Hello Serena, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com We also have an online chat service available through the Velo website.
Great customer service
Regular customer at Velo - only ever had one issue with a tub not being the quality it should but the team sent me out a free tub and apologised. Always have good loyalty programmes and the product is great.
21 November 2024
Unprompted review
Reply from Velo United Kingdom
Hello Martin, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com We also have an online chat service available through the Velo website.
Contacted velo customer service to…
Contacted velo customer service to complain of a pouch which had come apart in a tub. They were extremely helpful and resolved the issue. Olja B. Who took the chat was superb and very professional. Fantastic customer service.
23 November 2024
Unprompted review
Reply from Velo United Kingdom
Hello Lee, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com We also have an online chat service available through the Velo website.
Broken pouch, great customer support
Had a broken pouch in a can I bought in person (unfortunately didn’t retain my receipt) which I reported to Velo’s support team. Esma handled my query quickly and politely and offered me loyalty points to go towards my next order which was greatly appreciated. Thank you Esma!
21 November 2024
Unprompted review
Reply from Velo United Kingdom
Hello, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com We also have an online chat service available through the Velo website.
The worst online purchase experience
The worst online purchase experience. I placed an order which I did not receive for almost a month. I reach out to their customer care only to be said that they need my passport details to verify my name before they place the order.
There was no mention of it in their website, or in the order confirmation email. I have no issues with their confirming my ID, but the whole experience was sloppy and terrible.
With utter frustration, I asked to cancel the order. They were not willing to even cancel my order without seeing a copy of my passport.
18 November 2024
Unprompted review
Customer service is the best I have…
Customer service is the best I have ever seen. I appreciate it very much.
14 November 2024
Unprompted review
Reply from Velo United Kingdom
Hello Aliaskar, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com We also have an online chat service available through the Velo website.
Great help service and good products
12 November 2024
Unprompted review
Reply from Velo United Kingdom
Hello, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com We also have an online chat service available through the Velo website.
Empty pouches
Bought a can from my local store to find 3 empty pouches inside, contacted customer service and they swiftly resolved this by sending me a replacement can. The customer service agent (Bianca B) was friendly, patient and professional throughout the whole experience.
Cheers again Bianca
2 November 2024
Unprompted review
Reply from Velo United Kingdom
Hello David, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com We also have an online chat service available through the Velo website.
Great customer service
Great customer service. Issue quickly resolved and product replaced. Even an explanation given.
6 November 2024
Unprompted review
Reply from Velo United Kingdom
Hello James, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com We also have an online chat service available through the Velo website.
Absolutely superb customer service
Absolutely superb customer service! Resolved my queries straight away in a very professional and friendly manner. Additionally, their pouches are by far my favourite. I will continue to use Velo and order from their website.
Many thanks!
8 November 2024
Unprompted review
Reply from Velo United Kingdom
Hello Scottt, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com We also have an online chat service available through the Velo website.
Excellent brand!
Excellent brand, excellent customer service!
I had a slight issue with the delivery side of it which was down to the courier, spoke to Nora and helped me through the process of what to do about this, was very helpful! Velo are by far the best brand I’ve tried and would recommend to anyone.
7 November 2024
Unprompted review
Reply from Velo United Kingdom
Hello, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com We also have an online chat service available through the Velo website.
Great customer service from Velo
Great customer service from Velo. Very quick to reply and resolve my query. You dont experience this level of customer service these days.
30 October 2024
Unprompted review
Reply from Velo United Kingdom
Hello Pieter, Thanks for your feedback. We are glad we could resolve your issue and that you are satisfied with the outcome. If you have any questions about our products, just get in touch with our Customer Care Team on 0808 555 5938. Or you can drop us an email at: Info.gb@velo.com We also have an online chat service available through the Velo website.
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