VELFAC Avis 

Excellent service from Martin at Velfac, Super smooth transaction from identification of parts required to supply of same. Delighted!

We bought our new home in July 2019 and it came with Velfac windows and doors installed.
We have had the worst experience with both doors and windows. With fitters and snagging from Velfac.

Fitters are beyond poor.

Our front door started peeling and splitting and after 2 years were finally told we needed a new one.
New one fitted with the biggest smudge mark in the glass at eye level-we are now told it’s fit for purpose-with a huge mark that we did not have in our original door..

Terrible service, terrible windows and doors.
Seeking advice.

Moved into a flat and had a problem with the windows. They were manufactured by Velfac 18 years ago. I emailed them to see if they could help.

Given the warranty expired after 12 years, I didn't really even expect a reply. If I did get one, I thought it would be a generic one.
I was surprised when I received a personalised, detailed reply indicating what the problem might be, possible solutions, a fitting manual and, if all that failed, details of a local engineer who could service them.

Very impressed.

After lots of issues with my windows and doors my latest issue is the door handles do not return properly . AWP , there servicing firm came out and diagnosed the issue and said parts were required . That was a month ago . I contacted AWP
Who emailed dovista .- no response . I have emailed dovista - no response . A really poor service from start to finish , in 25 years building I have never had so many issues with one company and my neighboring self build is experiencing similar issues with velfac

All I wanted was to replace a right hand door handle for my double patio doors. I had to fill in a form with the no. given on the glass and door which had nothing to do with the handle.
Then go a response in 2 to 3 days asking for more information ( nothing relating to the handle in question).
After contacting the head of sales informing of my requirement, I was informed that the finance dept. will contact me and take my credit card details .
After been contacted by the finance dept. they could not do anything until the sales dept. put my detail on the system.
Cutting the story short after taking the amount for the RIGHT SIDE HANDLE with lock as mentioned in my correspondence from my credit card, a courier service was arranged and delivered the WRONG side handle after 5 days.

Whilst we have previously requested advise and purchased parts from Velfac and always had good level of response and service, we have today 17/10/2022 received a first class service from;
Michal Narloch
Senior Service Coordinator
Whom went above and beyond to assist with our enquiry and deliver the quotations required.
Please keep it up, your efficient service also helps us as contractors to deliver a fast and reliable service to our clients.
Well done

After a replacement/missing part, Lesley Millar could not be more helpful, not only did she try to lead me through the form on line but she filled it in for me. From the start of ordering a replacement window right through to getting a missing part the whole team have been very helpful and polite with every little aspect of the task. Well done to every one at Velfac, will recommend to anyone that requires a good product and service.

I had a few issues with windows. After complaining on here the company rep was In touch and they were fixed. The engineer was great but it took him around 1.5 hours to fix 3 issues. Two of those issues were initially deemed as something I should be able to fix myself. The engineer had to take the whole window apart. I don’t feel it’s reasonable to ask customers to do it, I was lucky that this was rectified but I’m sure there are others who are not as lucky so updating from 1 to 3 starts due to gaps in customers warranty.

We enquired about a small broken part for a fanlight hinge and they immediately identified the part and have sent a replacement straight away.
A very prompt and kind assistance throughout the process.

very helpful, efficient, fast service

Very quick, friendly & helpful

Excellent aftercare service from Michal, answered all my queries promptly and efficiently.

We placed an order (for external doors and 3x windows), and paid in full on May 27th. We were told lead times were 5-6 weeks. We were then told it would be a further 5-6 weeks. Then we were told it would be October 3rd. Not optimistic that that date will be kept.

The price we were initially given more than doubled.

Update: the windows did arrive first week of October, and were as described, with no defects.

Absolutely fantastic , very helpful and very fast responses ! Couldn’t of had a better experience

The speed and quality of your service is first class, your answering of emails is quick and efficient.

We have used Velfac for many years, and the service has always been fantastic, no complaints or issue at all. the products themselves are also superior and have no issues with them after installation.

I've contacted Velfac customer service in 2 occasions and both times they went above and beyond to resolve my issues/queries. Great aftercare.

Martin Lachasseigne In customer service was exemplary and an absolute pleasure to deal with - what an asset to the company.
We have fantastic windows and doors and one of the windows developed a known fault and was immediately identified and dealt with - what more can you possibly ask for - THANK YOU

Hi
This is the second time I have had the need to need Velfac services over a something I should have rectified some time ago. Lesley the young lady who responded to my inquiry was absolutely brilliant and could not have done more for me if she tried. I/we are in a position where if all things go according to plan will either build our next home or completely renovate a tired old place. If and when we do I will make sure we use Velfac's products throughout, they are simply excellent. What more can I say.

Being a block managing agent, the hot weather has rapidly shown that we were not supplied enough window de-restrictor keys by the developers. Contacted Velfac on Monday and on Weds received 10x FOC. Can't ask for more!