FAKRO GB Anmeldelser 

Fakro Skylight started leaking in the warranty period but after filling in a form and sending in photos they said they cannot identify the issue and therefore cannot replace it under the guarantee. Waste of time.

We have a Fakro roof window in a bedroom used as an office. It had been fitted between 2006 and 2008 before we moved in. Recently, the window open/close handle sheared off. I contacted Fakro to be told by Gabi where to find a serial number to secure a replacement. I called back with the serial speaking with Claire. She explained the simple process of how to purchase a replacement, sending me an email with link and item details. I ordered the handle on a Wednesday at 230pm. The handle arrived by 9am on Friday. It was, indeed the correct part which I fitted immediately. Very impressed with the customer service! Furthermore, a tribute to the windows robust parts for lasting this long and the continued retention and supply of parts for their older products.

Purchased a wooden loft ladder but missed delivery, customer service (Abigail) contacted me straight away to arrange a re-delivery option of collection, but the delivery driver re-tried and we were home. Brilliant customer service!

2016 fvs solar opening,bought from wellington nz supplier. Only opened twice n 8 years.then started self opening.in rain ?.cannot get fixed or obtain parts im told when approaching auckland supplier,because wellington suppliers gone.i wouldn,t recommend fakro for nz,as obviously do not supply follow up service.this should be illegal,to suppy house products with no flow up services after 8 years..feel totally disapointed and ripped off.

This company's window products are every bit as good as another well-known brand though this review relates to my experience of just excellent customer service when I broke a clip installing one of their loft ladders (again - really high quality) on my own. A couple of emails and 3 days later I was sent a left- and right-hand replacement. No fuss, quick resolution - a great example of 1st Class customer service.

Ik bestelde 6 dakramen bij Fakro, hierbij kwam een link onderaan de bevestigingsmail naar een montagetekening. Nergens stond aangegeven dat het ging om een bouwpakket, dus dat was een verrassing bij levering. Daarbij werden er van de zes maar vier geleverd. De andere twee kwamen een maand later, toen mijn dakkapellen al waren gemonteerd en de aannemer al weer naar de volgende job was. Maar daar heeft Fakro geen boodschap aan. Het was mijn probleem, mocht zelf oplossing zoeken en wederom kraan huren en nieuwe aannemer met bijbehorende extra kosten. Als vergoeding voor die fout vroeg ik om hulp bij foutjes die bij het plaatsen door aannemer zijn gemaakt, maar dat hoort niet bij Fakro, zij wijzen naar tussenpersoon en aannemer of wie dan ook. Maar Fakro reageert niet op de gemaakte fout en de gevolgen voor mij. Spijt dat ik toch niet voor Velux heb gekozen...

I have been waiting for window repair now for 9 months with no sign of a resolution from Fakro. Worse is that engineer is aware that this window acts as a fire escape under building regulations for my upper floor.
I Should have listened to my builder and fitted Velux.

Fakro went above and beyond to help me repair my broken blinds by sending me replacement cords and without charge. In fact they posted them twice, including to where I live overseas, after the first delivery didn't arrive. And this was outside of warranty at least 7 years after installation. I'm yet to fix them but regardless this help is immensely appreciated as it should save me a lot of money and hassle.

Asked for the glass size and make up of a Fakro window as unit fitted was broken. Gave the id number etc, they came back with a sizes very quickly. So I ordered 2 double glazed units at the size given only to find they were too big. They had given me the size of the window not the glass! I explained this to their customer service team, they came back with we accept no responsibility because we don’t encourage people changing the glass themselves.
Poor service!

excellent service and help from Fakro especially from Tracey Twigg who arranged for my replacement part very efficiently and quickly

One of the hinges broke on my 3 section loft ladder. Despite sending them clear photos of the part needed ,they wanted a serial number from the ladders which after being thoroughly checked was nowhere .
So they couldn't help me.
Very poor after sales.

Happy with service and quality. Product easy to install. Overall good experience and will use again.

Great customer service every time, thanks guys

Great product with amazing service. Will definitely be using again.

Knowledgeable staff and good customer service. Would use again.

I was contacted by Fakro GB. I am out of pocket for £174 (I was able to get back £32 after selling one "new and unopened" blind on ebay). However, they tell me that it is their distributor problem and think my review was unfair. See their comments below and watch out!

We have looked into your order and the order was placed through Ashbrook as you mentioned. As Ashbrook is our customer and our agreement is with them, we have a copy of a signed bespoke form agreeing that the blinds were non-returnable which is something we ask all of our distributors to do. This means that they cannot return the item to us, it does not mean that you cannot return the item to them. If they have ordered these blinds for you in error, it is up to them to rectify their mistake.

As you are Ashbrook’s customer, your agreement is with them so if they are not accepting them back then your complaint is with them I’m afraid.

Due to the above, we do feel as though your review is unfair so if there was any way of you removing it then it would be much appreciated.

Appalling customer service.
My roof windows came damaged and with the wrong sized flashing kits. (Both the fault of Fakro)
These thing happen, it is how you go about putting them right that matters.
Fakro however couldn't seem to care less, after numerous emails and phone calls, they finally relented and sent out the correct flashing kits after four days.
That is poor service but 'not' the reason for this bad review.
When I was finally able to start the job, all was going well until I came to unpack the aluminium vent covers.
These are packaged separately to the window but within the window packaging. Both had been dented beyond repair by what was evidently fork truck forks. Both in exactly the same place, yet both inside different boxes.
My first hurdle to overcome was that they informed me that I only had 48 hours to report any damage. (Remember that I was unable to start the job for 3 days because of the wrong flashing kits)
Next they required photos of the damage as they obviously did not believe me. (Why they didn't tell me this at the outset I do not know).
The next two weeks involved numerous heated exchanges, accusation throwing, all kinds of obstacles placed in the way, claims of people not being copied into emails at their end, anything they could think up to avoid dealing with the problem.
Fast forward 4 weeks, (my customer has two non-watertight windows in his roof), they now want me to send them the identification number from the window, "each 940 x118 pivot window has a different vent cover" apparently. (They do not)
Four weeks is long enough for me, so I tell them to collect the windows from the street outside the customers home if they want them back. Remarkably, they can now send replacements.
How long? Two to Three days! By this time I am just relieved that the nightmare is coming to an end and so agree to this. After all the lost hours and loss of face with my customer, they will surely send them overnight if I ask politely right?
They will, but they won't guarantee that it will actually be overnight, and the final slap in the face: £50 for the privilege.
I sent someone down to their factory to collect them instead. Another half day lost.
No apologies, no explanation, no goodwill, no chance of me using them again.
Best part is, they have no idea how many of these I actually buy #(used to buy).