Complaints

• Initial Complaint

  05/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased three custom shades for three velux skylights over the phone through their blind shop (confirmation # **********) on 4/15/24. On 5/30/24 I called in to inquire as to the status of the order. I was told it had been canceled due to an issue with the payment transaction. The representative stated that an email had been sent to me to indicate such. I never received an email. She sent me a screenshot of the notification without any of the associated delivery information (like the email address used, etc.) She then stated "We did our job" (to notify me). No apology. No empathy. No offer to make it correct. Absolutely nothing. Upset, (with an expletive) I asked whether this is "customer service"?? At which point she said she was hanging up and did so. That was the first thing promise that VELUX actually delivered on. Horrible horrible customer service. Now, I still need shades for the three velux skylights that are unfortunately permanently attached to my roof.

  Business response

  05/30/2024

  We have already contacted the customer and issue is resolved. *** ******* reached out to me this morning, while I was in meetings, Chris T***** Customer Service Supervisor was able to handle the issue to the customers satisfaction.

  Customer response

  05/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau,

  I received an email from Tammy D******** of your office this morning.  I indicated to her that I had spoke with Velux (Chriss T****) and was happy with their proposed response.  I believe Tammy was going to keep it open until the shades were delivered but I am fine with closing the complaint now (and to assume receipt of product as indicated).

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ******* 

• Initial Complaint

  05/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We had a skylight installed by an accredited installer however the skylight is not square. We’ve had numerous screens shipped to us that will not fit as designed to Due to a manufacturing flaw. The installer completely agrees and has been trying to get velux to replace the skylight with very little response from their rep and management of the rep. It’s been almost a year with no result. The installer is still working very hard to find a resolution and they also are being given no response. My installer/roofing company is **** ********** roofing who a highly accredited company with a very high rating from the better business bereau ! We have had someone from velux look at it also with no results. Total run around. Please help.

  Business response

  05/05/2022

  Dear BBB and valued customer,

  At VELUX customer satisfaction is of utmost importance to us. We strive to be a model company and want all experiences with our products to be pleasant and rewarding. We will make contact with our field service team as well as **** ********** ******* to better understand the situation and work towards a resolution. 

   

  Thank you

   

  Stuart D***** 

  Service Manager

  **************velux.com

  864-********

  Customer response

  05/05/2022

  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  However I would also like to add that in the business response it would’ve been more appropriate to resolve the issue and contact the installer instead of it getting to this point so the office in my area needs to respond to the installers and their professional diagnosis of the manufacturing flaw of the window that needs to be replaced. In saying so as sending someone to my home to look at the window with the original complaint from Velox, should not enter a persons home and insult them in doing so. The local Velux representatives have not responded to multiple inquiries from the installer. I see a lot of talk, which is cheap in my opinion, and actions speak louder than words! So instead of all the words and all the lingo and all the **, stand behind your product and replace my skylight and let’s knock this off because I’m sick of it. We’ve been going back-and-forth since September 2021, don’t you think it’s time that we get this fixed and resolved and close this problem and satisfy a customer and not knowingly ship and install a product that is flawed! Also please enjoy editing this message as you can tell I am not happy!
  
  Regards,
  
  **** *********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩