Fantastic customer service, Unsurprisingly Evri messed up the delivery and left my parcel on the street, which was promptly stolen obviously. This was April 9th, Evri have still not responded or... Voir plus
L'entreprise a répondu
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Lisez les avis des autres
Always buy these, I’ve been on them for years now. Can’t find another nicotine pouch that tastes and does the job better. Great customer service and timely deliveries!
L'entreprise a répondu
Brun A. was extremely helpful, I was having issues figuring out how to apply the correct discount code - he sent an email for me to follow up - and then before i had even had the chance to respond he... Voir plus
L'entreprise a répondu
Sadly after 2 years of ordering online from Velo, I’m giving up. It’s a 50/50 chance that you actually receive your parcel from Evri, who takes random pictures of anyone’s front door as ‘proof of deli... Voir plus
4,5
Excellent
354 avis
A répondu à 47 % de ses avis négatifs
Répond généralement dans un délai d'une semaine
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I cannot advise strongly enough to…
I cannot advise strongly enough to avoid this company. If you need to get a refund for an undelivered order which from the reviews below seems possible, you may not ever get your money back. Despite being told four times I would have my refund in five working days, I eventually had to contact my bank to get it which was processed immediately. This was nearly a month after a tried initiating this with Velo.
The customer service is diabolical. So disorganised, rude and unprofessional. Their product is good but it’s genuinely not worth the hassle of being out of pocket and constantly having to chase them.
4 juillet 2025
Avis spontané
Unbelievably am still waiting for my…
Unbelievably am still waiting for my refund nearly a month after placing my order and never receiving it. Still being told it will take 5 days but it has now been 25!!!
17 juillet 2025
Avis spontané
Thankyou for your quick response and…
Thankyou for your quick response and postive outcome
16 juillet 2025
Avis spontané
Réponse : Velo United Kingdom
Hello Tasmia, 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
Velo vs courier service!
The courier service, which I won't name are by far the worst, but Velo have some of the best customer service! Twice my order went undelivered! Velo sent 1 tub of free pouches, PLUS my original order! Top nothing company.
17 juillet 2025
Avis spontané
Réponse : Velo United Kingdom
Hello Kevin, 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
Réponse : Velo United Kingdom
Hello Georgia, 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
Once loyal, now discarded after taking funds without authorisation
Velo has been my go to for a long time now after moving from other competitors as I preferred the flavour.
However on my most recent order I have been double charged which put my account into the negative, preventing other bills from leaving the account (this is a specific account that is budgeted for my bills). I am currently away and as such the extra order they have sent through needs to be sent back before they will refund me. This is not something I have the capability to do as I'm 3 hours from my house and haven't even seen the parcel as yet. They have confirmed via email that a technical issue on their end has caused this double payment (which is close to £100). At no point have they actually apologised for the time I have wasted attempting to sort this, and also contacting other bill providers to rectify non payments due to the error.
As per regulations I have requested that my money is refunded without delay as this was an unauthorised transaction, to which they have suddenly stopped responding to me.
At this point I have no choice if they don't reply with a suitable resolution by 5pm but to request a charge back as they have admitted full fault but are more than happy to keep my money, leaving me financially worse off.
I would suggest all customers avoid from here onwards, loyalty means nothing to this company as they are only interested in keeping your money, no matter how shady they were in getting it into their account in the first place. No idea if this "technical issue" will ever get fixed, so if you do continue make sure you pay attention to what they charge you
4 juillet 2025
Avis spontané
Réponse : Velo United Kingdom
Hello Conner, thanks for taking the time to leave your feedback regarding your recent experience. A member of the team will reach out to you shortly.
1 week delivery
Cheaper than shop. Unfortunately, they advertise next day delivery but it consistently takes at least a week to arrive. Order like 2 weeks in advance and you'll be OK. Customer service have no power to help either.
8 juillet 2025
Avis spontané
Réponse : Velo United Kingdom
Hello Mardy, Thank you for your feedback; we were sorry to hear about your issues. A member of the Customer Care Team will contact you.
Courier Evri lost my parcel and were…
Courier Evri lost my parcel and were very unhelpful. Velo customer service were outstanding in resolving the problem, re sent my order with an extra tin for the inconvenience.
Thank you Karen B
7 juillet 2025
Avis spontané
Réponse : Velo United Kingdom
Hello Kate, 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
very helpful
Velo was very helpful when my parcel got lost, helped quickly and gave me options and how to proceed. Very grateful!
2 juillet 2025
Avis spontané
Réponse : Velo United Kingdom
Hello Em, 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
Issue was addressed and rectified…
Issue was addressed and rectified promptly (within a few hours).
27 juin 2025
Avis spontané
Réponse : Velo United Kingdom
Hello Jessica, 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
Frenklin.E thank you for your great…
Frenklin.E thank you for your great customer care! The missing delivery was quickly resolved.
18 juin 2025
Avis spontané
Réponse : Velo United Kingdom
Hello Anna, 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, quick to reply and overall just fab, love all the flavours 💜
21 juin 2025
Avis spontané
Réponse : Velo United Kingdom
Hello Georgia, 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 support
I had an issue with one of my orders (I received the wrong type of pouch), but it was quickly resolved. I was sent the correct item and was even allowed to keep the incorrect one free of charge. Very happy with the customer support experience.
Thank you, Olja B.
19 juin 2025
Avis spontané
Réponse : Velo United Kingdom
Hello Tristan, 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
Best in the business
Velo have always had the best product but after an unfortunate situation with the courier I've now discovered how good their customer service is.
Not only have they rectified the issue but have also gave a good will gesture to ease the blow.
18 juin 2025
Avis spontané
Réponse : Velo United Kingdom
Hello Ryan, 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
Awesome experience with their customer support
Unfortunately, my package went missing upon delivery. However, after contacting their customer service, I was promptly offered a replacement. Thank you for all the help :)
13 juin 2025
Avis spontané
Réponse : 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
Réponse : Velo United Kingdom
Hello Jakub, 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
Customer service was excellent
Customer service was excellent. Evri took nearly a week to deliver my parcel but once I raised it customer service apologised , made sure it was delivered and sent me a free can of my choice. Annoying I had to wait but customer service made up for it.
9 juin 2025
Avis spontané
Réponse : Velo United Kingdom
Hello Linda, 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've been using Velo for about a year…
I've been using Velo for about a year now and have a monthly delivery subscription. My delivery arrives the next day of every month and it's always exactly as it should be.
3 juin 2025
Avis spontané
Réponse : Velo United Kingdom
Hello, thanks for giving us your feedback. It’s always great to hear that our customers enjoy using our products. Remember, if you have any questions about our products, the Customer Care Team are always on hand to help. You can either call them on 0808 555 5938, 6 days a week between 8am – 6pm. Or, use our online chat service, again available 6 days a week, or send us an email at: Info.gb@velo.com
Good product
Good product, helped me quit vaping. Customer service is excellent
29 mai 2025
Avis spontané
Réponse : Velo United Kingdom
Hello Luna, 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.
Unreliable delivery, change providers
As a nicotine user, you need ur sh*t on time, multiple times now I have ordered a pack of 10 and it has taken multiple days to arrive, they have the most useless customer service. I try to cancel the order so i can go shop and buy it, their response is “sorry we cant cancel because its been dispatched “ this time its been couple days but not dispatched, tried to cancel, customer service says “sorry we can’t cancel orders” so theyre just useless and try to send a free can of velo like it makes a difference. Im changing to pablo, tried their next day delivery couple times and it actually comes next day, they dont cheap out on delivery services like velo.
27 mai 2025
Avis spontané
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