"Ordered some Velux roof lights from…"

Ordered some Velux roof lights from here.. Products came next day.. Quality is pleasant.. Like it.

"TERRIBLE COMPANY"

I ordered 6 items order number #210406-18584-XXXX, there was a delay their end due to someone not processing payment correctly, I called up to see where items were and they then cleared payment! Items were then sent out a few days later but not together, this delay has now made customer change there mind on what they want and when i ske to Roofgiant about returning the unopened 6 boxes they have informed me that they want the following and I quote

"Your return ill be subject to a £30 net collection fee and a £20 net per item restocking fee. Therefore this order will have the following deducted from your total:
Collection: £30
Restocking: £120
Vat: £30
Total deduction: £180"


Incidentally they never even sent me the items they came straight from the manufacture Velux and they would also be returned to them!

£180 to return 6 item..... Dick Turpin would be proud of such behavior.... at least he wore a mask!

NEVER AGAIN WILL I USE THIS COMPANY

"Not great"

This company appears to be a sales company rather than a stockist/supplier. They add very little value to the supply chain. In fact they detract from it.
Their staff are obliging and pleasant, but in the case of Fakro products (at least) , there is a disconnect between them and the supplier. I had to chase to find out where the product was. They didn't know and had to contact Fakro then get back to me. They were unable to give tracking details on time and I nearly missed the delivery.
I ordered the wrong product because their website had the incorrect photos. When I told them and tried to help by sending a screenshot, I received a holding email and no apology or an attempt to correct the matter.
On the other hand, I had well coordinated service from Fakro's official outlet.

"Not too good"

Led me to believe they had an item in stock with 2 day delivery. Had an email to confirm order. Next day had an email to say it was out of stock at the suppliers. Gave an alternative Item..which was the same item ?? Gave an estimated date of availibility but could not realy give any definate delivery date. So they did not have one in stock, they do not keep these in stock. False information given from the start. Order cancelled and got elswhere.
The only plus is they refunded quickly to paypal.

"Very easy to order online and delivered…"

Very easy to order online and delivered quickly and at no extra cost on Velux roof lights.
Let down by the online support who told be to contact Velux for info on the windows.
However, I would purchase from this company again!

"Chrissie from customer service went above and beyond!"

I normally don't get around to write reviews but Chrissie from customer service at Roofgiant went above and beyond for me today so I wanted to give a special thanks. My order of a Velux window was damaged and I only found out on the day of the window installation as I unboxed together with my builder. Even though it was past the refund date I explained to Chrissie I hadn't been able to open the box myself as it was too heavy and had construction delays due to lockdown. She was so helpful and sympathetic from our first conversation and managed to arrange a replacement window from Velux for me within 24hours. She was amazing! And thankfully the window installation can now continue in a few days and I am not out of pocket. Thank you Chrissie! Definitely recommend.

"Excellent service during the pandemic."

Being locked down with some urgent home roof repairs to do, I found Roofgiant really helpful and effective at providing what I needed.
Both by phone and email, the staff I dealt with, Dave and Chrissie, among skeleton staff working from home during the pandemic, were so very pleasant and helpful to deal with, and genuinely keen to provide excellent customer service, and keep me up to date. It was a really good experience.
Top marks all round.
Their site has no links requesting feedback, as so many do, so I have had to look them up on Trustpilot to post this review.

"Roofgiant does not honour it's commitments!"

I requested a quote for Marley roof tiles and received a quote together with a payment link, which I paid in full completing the contract.
4 later I received a phone call telling me they had made a mistake and my order would now cost nearly £300 more. I pointed out that we had entered into a contract but they absolutely refused to honour the agreement.
They used a copy of their terms and conditions to try to justify their untrustworthy actions, but I had never seen or agreed to them.
I cancelled my order and took my elsewhere elsewhere, I would advise anyone else to do the same.