Fakro - Roof Windows, Loft Ladders

Great Customer Service, tend to be cheaper than other similar, central pivot/top hung interchangeable option is a winner. Fitted 2 years ago, still good.

Probably the easiest roof light window to fit, easy instructions to follow

Appalling customer service, they take your money but when you highlight an issue, then it gets painful. The aftercare and support was frankly poor, they will only accept there's a fault if they send an engineer, but at a risk, if they find say you fitted it wrong you pay 250 plus vat. So with the bias on there side, your stuffed. I was advised to stick to Velux, I now deeply regret using this companies products and never will again. Shame there is not an option of zero stars, as that's what I would prefer to give them.

Fantastic customer service and technical support. I am already planning my next project where I can use FAKRO products again!

The product itself is ok but the main issues are: (a) As noted by other reviewers, the customer service which is absolutely woeful. (b) However I came across another issue which is the service charge. A motorised skylight was installed which had a problem and was thought to be a warranty issue so a service visit was arranged but the service technician discovered it was an installation fault (due to poor fitting instructions).

Everyone who purchases a Fakro window should be aware that the MINIMUM charge is 300 including 1 hour of the technician's time (and 60/hour thereafter) if it's deemed to be a non-warranty visit. So, before you purchase, do factor in these two possible issues.

Very good windows made in Poland. Remember to buy directly from Poland as british will not reply to your enquiry and their customer service is shtt.

Just purchased Fakro velux blinds and they are a very poor fit. Was asked to double check fitted which we did and still the fabric is a poor fit. Contact Fakro to be informed an engineer will call out. Sounds. positive only to receive a form to be competed stating is 250 call it charge only refunded if blinds are deemed as having a manufacturing fault.

Absolute rip off to ask for 250 for first hour. In my opinion it's to stop you making a complaint about quality. Previously used Blinds 2 Go with outstanding service but used Fakro as its Fakro windows. Buyer beware as this call out fee isn't made clear when you place your order. I paid by VISA and will be making a claim under section 75

Extremely unhelpful and obstructive when asking for a replacement blind. Have had to go elsewhere.

I now have experience of the after sales service. Placed order for 11 windows with narrow access for delivery; Advised on the Monday of delivery week some parts missing in Poland. Advised Tuesday that was an error. Wednesday received an mail stating order despatched but none of product available. Advised that was an error. Advised by Fakro that I was not allowed to speak to the courier to arrange delivery vehicle type or time/date; only Fakro could pass details on to the courier for them to contact me.

That was the process. No contact from the courier. Advised Fakro later on Wednesday, of changed delivery address and provided contact number; as this was off site and unoccupied. Fakro were to pass this onto the courier to call me and provide me with notice of delivery. Informed by Fakro delivery would be Thursday or Friday. Advised on Thursday by Fakro at 10.15am delivery between 11.30 - 1.30pm. Received call from neighbour at 10.30am delivery truck at alternative address. Builders had to down tools and I had to hurtle across to the site.

No delivery note. Had to unpack and manhandle goods onto site to ensure all the goods were present and stored. DBL couriers advised this happened all the time with Fakro. No acceptance of any responsibility. Fakro consider this is a service.

The worst company ever to deal with, you realise how bad a company is when things go wrong and how they decide to deal with the issue. I had to order a size that was not available on builders merchants and did not want to order on eBay so I went ahead and ordered one directly from Fakro. When I recived the loft ladder there was no hatch door. Yes no hatch door at all.

After couple of emails and phone calls I was accused of lying and they refused to help me. I had to buy another door costing me an extra 80. I'm extremly disappointed and angry how I was mistreated and accused of lying when in fact a big part was missing. I will not be ordering from them again and do not recommend at all.

We have a Fakro Loft Ladder, which we got because of the high quality of the product. I now have experience of their great after-sales service. After a few years of use, someone broke the latch by trying to use the stick to close it (it actually closes itself with the springs and no push of the stick required). When I contacted Fakro to ask about ordering a new latch, they offered to replace it at no cost the following day. That is great customer service. Thank you.

We have can do blinds and windows, installed o our lift conversion less than 3 years ago. The windows are fine, but the blinds on the larger window are poor quality and have now broken. One doesn't close fully and the fabric has sagged so badly it's pulled out of the runner and torn. When I reported thus I was told it was out of warranty and therefore not their problem. It's clearly a design fault and a very disappointing response. I wouldn't recommend unless your window is tiny.

My Son has a Fakro loft ladder great product but we are defined not only by the products we supply but the the service we provide our customers who put there faith and trust in our products. A part went faulty on my sons loft ladder, phoned Fakro sent pictures and got the product code for the part I required. I went in to Selco the beginning of may. and paid up front for it, as of today 14th August 2018 we still haven't got the part and no one can even tell us when we might even take delivery of it.

I Would advise anyone looking at the loft ladders to look elsewhere because this is just outrageous and ridiculous when a manufacturer can't tell you when you are getting you're spare part, what makes worse is Poland. Is now on a bank holiday. Bob Charlton

Very helpful staff. Good prices on website. Windows look great. Small problem with one, the part was quickly replaced by Fakro

Fantastic products and service. Staff are always very helpful.

I bought a couple of almost new roof windows from Ebay. They had been fitted and then removed due to a Planning Condition. Clearly the 'fitter' had not been very careful about removing them and some parts were missing (luckily I noticed before paying and negotiated the price). The risk was Fakro would not be able to provide replacements. However, . after contacting them and initially being told to order the parts via a retailer, they then decided to send the parts to me free of charge.

They did not have to do this as I had purchased from a third party, but this sort of customer service just impresses me. The cost of the parts was minimal I expect but the fact that someone took a reasonable and pragmatic view means that I have a better experience of the company and its staff.