VELFAC Reviews 

Pretty poor service - both ADP & Dovista found lacking.
3 months+ to receive an order - had ti chase repeatedly for delivery date.
When finally delivered, the glass was cracked. Chased repeatedly for answers re when it would be fixed - after multiple chases & escalation with ADP and Dovista over the course of a month, informed replacement would be delivered in another 2 months.
This means it’s 6 months to deliver - no compensation, no apology, just poor customer service. I’d avoid if you can.

I received excellent customer service from the company.
We reported a problem with one of our sliding doors and Tila, who handled the communications, was fantastic in answering all of our questions and making sure everything ran smoothly. The engineers, Eddy and his colleague, fixed the door quickly and effectively. Additionally, they provided valuable advice on how to maintain the doors for optimal performance.
Overall, the service provided was great throughout the entire process.

I reported a problem with some sealed glazed units, misting inside between the panes, to Dovista customer service and after providing some photographs and information received confirmation from them within one day that the units would be replaced with an indicative date for the work to be carried out. Excellent no quibble service.

Very good customer service. Quick to respond and our door is perfect once again.

Great after-care service re fixing a faulty window closing mechanism...excellent customer-service from Alison at head-office and great team attending site with whole job completed before expected and in under 30mins

The personnel arrived on time, were very helpful, serviced the doors, gave me some excellent advice on my fish pond(!) and were very pleasant throughout.

Altogether excellent, many tks
Patrick White

The service and the response from office Tella and engineers Sam was very professional and high quality job. Very good advice and excellent product information. I would like them always to provide me a service for my windows. Thank you

This is the second house where we have used Velfac windows and quite honestly they are the best windows for the money you can buy. They also have a very helpful back up service and obviously know what ‘good customer service’ means.

Having used Valfac on numerous occasions I’ve always found them to be very helpful when trying to identify the parts I require. Excellent customer support and I can personally recommend them.

My profuse thanks to one of your customer service colleagues, Stephen. I just wanted to say how much I appreciated his help, and in-depth knowledge, and advice. He went out of his way to solve my slightly complex problem. I could not have wished for a more comprehensive and competent service than the one provided by Stephen.

Kindest regards

Ralph

New build at northstone from first day already reported. Bad quality many deep scratches on every glass no one wants to Take care about this

One of our doors had suffered some transport damage prior to install, it was around covid and as it was cosmetic it's taken a while for me to get round to contacting Velfac.
Charles Woke was great, was promptly called soon after by Penny to arrange a date the following week.
Though not severe the damage was in a few tricky places and I suspected they might even recommend to replace the door.
The technicians however did a superb job, they did have to repaint the whole side but now it looks brand new.
Great service from start to finish - what more could you want?

Great customer service easy to deal with. Michal great service thank you.

Excellent friendly professional customer service.

Really grateful for the service provided by Stephen Phippard. Mine was not a straightforward enquiry and yet I could not have asked for more helpful and comprehensive support. The issue in question involved sourcing replacements for products well over a decade in age and Stephen's help proved invaluable.

Very helpful to me as a last resort after Hyde were not willing to help us even though we had only been in the house for less than a year.

Velfac have been very helpful in sourcing the correct parts and Michal has gone the extra mile to ensure all needs are met. Much appreciated.

Just had velfac windows and doors installed by the team at goose joinery.
We’re really happy with the product and services provided, and they’ve been very helpful with the minor snagging issues we’ve had.

Excellent customer service. Happy to answer all my queries even though the previous owner had installed the doors and windows over ten years ago. They keep records of all orders so easy to match colours and find replacement parts. I recommend.

One of the most helpful companies I've come across for after-sales service. Karen S was very fast to respond on every enquiry and kindly posted us the spare parts we needed along with service manual. Top marks!