Horrendous customer service. Warranty covers nothing therefore worthless , " installation problem" . Flimsy parts ,£501 quoted for someone to come out ! Door now doesn't shut properly if opened... Voir plus
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Brilliant team who really take the time to do the job correctly. Huge thankyou from a very satisfied customer. Well done ASD
L'entreprise a répondu
I I needed a special alum key to open my apartment windows wider in the hot weather. The previous owners had cleared everything out. I contacted Velfac and after sending them a photo they sent a key i... Voir plus
L'entreprise a répondu
My tenant broke the balcony door, which I thought was going to be a nightmare to get fixed as it needed specialist parts. I called customer services and had a very pleasant experience. They found... Voir plus
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À propos de l'entreprise
Écrit par l'entreprise
VELFAC is the UK’s leading brand of composite windows and doors, specified for the slim and uniform frames, contemporary style and exceptional thermal performance. At VELFAC, we are dedicated to creating socially useful products that bring visibility, daylight and fresh air into people lives, while reducing the need for energy for heating, lighting and mechanical ventilation. We are working persistently to optimise all stages of our products' life cycle – and, with a wide range of focused initiatives, we want to have a major influence on the common effort towards a more sustainable future for the building industry. For example: We only use FSC®-certified wood in the production of windows and doors, and all the wood tratments are water based; 2/3 of the aluminium used in VELFAC profiles is manufactured using renewable energy sources, and approx. 40% comes from recycled sources; The VELFAC slim frame profile allows up to 15% more light to enter the interior, providing a better daylight contribution and a reduced need of artificial light; Our windows have an expected lifespan of up to 60 years if maintained properly. This helps to reduce the turnover of building materials and therefore reduce the carbon footprint on the environment. For more info about our windows and doors visit www.velfac.co.uk
Coordonnées de contact
The Forum, Ground Floor, Lancaster Way, Ermine Business Park, PE29 6XU, Huntingdon, Royaume-Uni
- 01480 759 510
- Trustpilot@velfac.co.uk
- velfac.co.uk
4,5
Excellent
468 avis
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A répondu à 75 % de ses avis négatifs
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Extremely professional and efficient
Extremely professional and efficient. Excellent customer service
24 mai 2023
Avis spontané
Réponse de VELFAC
Dear customer,
thank you for contacting us and for taking the time to write us a review afterwards!
We are extremely happy we have been able to help.
All the best from all of us at VELFAC.
Product failed after 17 months, no comeback, very poor customer service
Spent £17k on velfac and rational (both Dovista products) windows and doors via uk distributor ADW. These have been in place about a year and a half in an extension. Came back from a week away at Easter and internal pane of sliding door has cracked. Dovista, velfac uk and adw simply don’t want to know. Not covered by the 12 year warranty and £2k to replace. Extremely unhelpful, no one out to look at it, just suggesting settlement of building (nonsense) or thermal movement and don’t want to hear anything more. Really regretting using them. Our building company no longer using them as a result
17 mai 2023
Avis spontané
Réponse de VELFAC
Hi Ben, we are sorry about the issue with the glass pane of your door. We are currently discussing with our distributor in Scotland to find a suitable solution for you.
Please bear with us, we will get back to you as soon as possible.
Kind Regards,
VELFAC team
We had mislaid a key for our windows
We had mislaid a key for our windows. They responded to my phone call extremely quickly and in a very friendly manner. I got the impression that their customer support is excellent
2 mai 2023
Avis spontané
Réponse de VELFAC
Dear customer,
thanks for your kind words.
We are very happy you are satisfied with the support received.
All the best from all of us at VELFAC.
Back up service after a few years v poor
We had an older system
Velfac 200 installed in two house and after 15 years the seals are swelling , handles won’t close . Main door handle broken . We cannot get replacement and as we live in Ireland no back up service. We are beyond disappointed.
We went for this system the most expensive of our options and we seriously regret the decision now
26 avril 2023
Avis spontané
Réponse de VELFAC
Dear customer,
we are sorry to hear about the issues you are facing. Please note VELFAC UK doesn't serve Ireland but we have passed your comment to The Irish VELFAC service team, so that they can try to find the best solution for you. Would you please send an email to are@dovista.com with your contact details, they promised to get in touch wit you as soon as possible. You can also find VELFAC Ireland details on their website https://velfac.ie/
All the best.
VELFAC UK team
Great Customer service
I was very grateful for the excellent customer service I received regarding the delivery of a door handle by a specific date.
19 avril 2023
Avis spontané
Réponse de VELFAC
Hi Duncan, thank you for taking the time to write a review. All the best from all of us at VELFAC.
I placed my order on line this morning…
I placed my order on line this morning with customer services and I have been told that the parts that I want are coming out in tonight's post.
Fantastic customer service team, particularly Lesley Millar.
11 avril 2023
Avis spontané
Réponse de VELFAC
Hello Patrick,
Thanks for your kind words. We will pass your feedback to Lesley, who will be very happy to know you have mentioned her directly in your review.
If you need anything in the future don't hesitate to get in touch, and we will do our best to help.
Kind Regards,
VELFAC Team
Door latch repair
Extremely impressed by Velfac's response to an issue we had with our door locking mechanism. Excellent communications and a very quick turn around when we really needed it.
Many thanks. Ryan
31 mars 2023
Avis spontané
Réponse de VELFAC
Thanks Ryan for taking the time to share your experience.
We are really happy you are fully satisfied with the service provided.
All the best and Happy Easter from all of us at VELFAC.
Terrible after sales service UPDATE
Well done VELFAC, thanks to Mark and Sean it looks like a resolution is possible. Really appreciate your time and effort for this ongoing situation.
Previously: Terrible after sales service. Despite providing the complete history and email trail of how they had patched up and repaired a problem at installation and having provided the name of their installer that failed to come out and fix the problem on 3 occasions, they are just not interested! Even though the problem started long before the warranty period, because we are now just out of warranty they wipe their hands! All we asked for was an engineer to come and assess the problem. Given the fault may lie with their initial installation, you would of thought a gesture of goodwill to assess the situation was not too much to ask! Beautiful bifold doors but totally unusable!!
24 mars 2023
Avis spontané
Réponse de VELFAC
Hi Michelle,
we are really sorry to hear we have not been able to provide the help required with your door so far. Please accept our apologies. A senior member of our service department will be in contact with you on Wednesday this week to discuss.
Please once again accept our apologies
VELFAC team
Excellent customer service
Many thanks for sorting so promptly. We are very pleased with the refit and thanks to Jon and colleague who attended on site.
We really appreciate the good customer service we have received from Dovista. Top class. Thank-you
15 mars 2023
Avis spontané
Réponse de VELFAC
Thanks to you Mark for your kind words!
We are very happy to know our team has been able to help to your satisfaction.
If you need anything else in the future, don't hesitate to get in touch.
Kind regards
VELFAC team
Excellent Customer service
About 3 years after acquiring our apartment, realised that the handle of the door to the balcony was always coming off. Traced the supplier and contacted Dovista/Velac. The Customer Service agent showed me how to identify the model. Days later, I was sent a replacement door lock assembly not only for the balcony door but for the front door as well. All free of charge.
9 février 2023
Avis spontané
Réponse de VELFAC
Dear customer, thank you for taking the time to share your experience with VELFAC! We are very happy we have been able to help.
All the best from us all.
VELFAC team.
The Staff
The Staff! Every member of the team I have spoken to has been super helpful, fast at responding and have gone out of their way to get the job done! I would definitely recommend working with the team!
15 mars 2023
Avis spontané
Réponse de VELFAC
Hello Alex,
thank you for your fantastic feedback on our team!
All the best from all of us at VELFAC.
Helpful and quick with their responses.
22 février 2023
Avis spontané
Réponse de VELFAC
Thanks Stuart for your feedback on our service.
We are happy we have been able to help.
All the best
VELFAC team
AMAZING SARAH ON AFTERSALES HELPED ME…
AMAZING SARAH ON AFTERSALES HELPED ME TREMENDOUSLY&SO GREATLY APPRECIATED
21 février 2023
Avis spontané
Réponse de VELFAC
Thank you so much Scottie for your words.
We will pass your feedback to Sarah, she will be very happy to know you have mentioned her in your review.
Best Regards
VELFAC team
Very customer oriented focus
Very customer oriented focus. Thanks for the great after sales service.
16 février 2023
Avis spontané
Réponse de VELFAC
Thank you for your review Kai.
We are very happy the issue has been resolved to your satisfaction.
Enjoy your weekend, and don't hesitate to contact us again if you need anything.
VELFAC team
Just ask
Excellent service for the uninitiated in the knowledge, awareness and technology, all without a catalogue and the minimum of fuss. Delivery as scheduled.
Photos helped both ways.
7 février 2023
Avis spontané
Réponse de VELFAC
Dear MR and MRS Walker,
thank you so much for your kind words. We are delighted to know you are happy with the service provided by our team.
All the best
VELFAC team
Excellent service
Excellent service, easy quick communication, friendly efficient staff (both he engineer and the person I was speaking to over email Michal)
6 février 2023
Avis spontané
Réponse de VELFAC
Good afternoon David,
thanks for taking the time to write a review for us. We will forward your feedback to our service team members, they will be very happy to hear you are fully satisfied with their work.
We wish you all the best.
VELFAC team
please be careful.
deposit paid (admittedly via one of their approved and suggested distributors) in September, chasing phone calls to both Winrem and Velfac from December through to January (currently totalling 8 chasing phone calls to Velfac) and each time a promised call back from a lady who's name I can't remember or Benjamin.
Great looking windows (from the sample/showrooms I've seen) however I dreadful customer service.
25 janvier 2023
Avis spontané
Réponse de VELFAC
Hi Danny,
Thank you for contacting us. We are sorry to hear about the negative experience you have had with our Distributor.
We understand you are now in correspondence with Benjamin, who has explained the circumstances around your order, and that he has confirmed that your products are currently scheduled to be delivered in March 2023.
Again, please accept our apologies. If you have any further questions or doubts, please feel free to contact Benjamin directly.
Kind Regards , VELFAC team
Excellent
Excellent, friendly and speedy service from helpful staff. Thank you
16 janvier 2023
Avis spontané
Réponse de VELFAC
Thanks Jan for your kind words.
All the best ,
VELFAC team
Spare keys for my windows
Don't have spare keys for my windows when selling flat and Stephen was very swift in responding to my request and even offered to send me keys free of charge.
5 janvier 2023
Avis spontané
Réponse de VELFAC
Dear customer,
we are very happy we have been able to help! Happy New Year from all of us at VELFAC.
Rang Velfac with a door problem on…
Rang Velfac with a door problem on Monday, problem fixed the following day. Great service,why can’t everything be this simple.
Graham. Worcestershire
6 décembre 2022
Avis spontané
Réponse de VELFAC
Hi Graham,
we are so happy we have been able to solve your problem quickly and to your satisfaction ! Thanks for your kind words, don't hesitate to contact us again if you need in the future.
Best Regards
VELFAC team
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