VELO RunningReviews of velorunning.com

Response from VELO RunningMay 28, 2026

Hi Dane, We’re truly sorry for the frustration and disappointment caused by this experience. Your order was affected by a major fulfillment delay earlier this year caused by a production quality issue that forced us to remake part of a batch before shipping. Unfortunately, this also impacted tracking updates for some customers, including yours. We completely understand how upsetting it is to feel left without clear updates, and we acknowledge that our communication did not meet the standard we aim to provide. While we do use automation to help manage support volume, every case is reviewed by our team and should still receive proper attention and resolution. We can also confirm that refunds are never denied when appropriate, and we respect your decision to proceed with a chargeback if that felt like the best path forward. We sincerely apologize for the experience and appreciate your feedback, as difficult as it is to read. It helps us improve both our logistics and customer communication moving forward. — VELO Support Team

Response from VELO RunningMay 28, 2026

Hi Tamsin, We’re genuinely sorry to hear how disappointing this experience was for you. We completely understand your frustration, especially knowing the sunglasses were intended for a specific event and did not arrive in time. In situations like this, we know the delay can make the purchase feel pointless, and we truly regret that. Earlier this year, we experienced significant fulfillment disruptions after a batch failed quality control and had to be remade before dispatch. While this decision was made to avoid shipping defective products, it unfortunately created delays that impacted some customers far beyond our expected delivery window. We also acknowledge your feedback regarding customer support. During the peak of these delays, our response times became slower than acceptable, and some replies may have felt too generic or impersonal. That is not the experience we want anyone to have with our brand. We appreciate you taking the time to leave honest feedback, and we’re sorry we let you down on this order. Your comments are being taken seriously as we continue improving our operations, communication, and delivery reliability. — VELO Support Team

Response from VELO RunningMay 28, 2026

Hi, We’re very sorry for the delay and completely understand your frustration. Your order was part of a group of shipments affected earlier this year by unexpected production and fulfillment delays after a batch failed quality control and had to be remade before dispatch. Unfortunately, this caused much longer waiting times than originally estimated for some customers. We understand that waiting this long without receiving your package creates a very negative experience, and we sincerely apologize for that. We can assure you that we are a legitimate business and that resolving delayed orders and customer cases remains an active priority for our team. Please contact us directly at [email protected] with your order number so we can personally review the status and help provide a resolution as quickly as possible. — VELO Support Team

Response from VELO RunningMay 28, 2026

Hi, We’re truly sorry for the experience you’ve had and understand why you feel frustrated after such a long wait. Earlier this year, we experienced major fulfillment disruptions after a production batch failed quality control and needed to be remade before shipping. While this decision was made to avoid sending defective products, it unfortunately created significant delays and poor tracking updates for some orders. We also acknowledge that our communication during this period was not good enough. Some tracking links remained inactive longer than expected while parcels were still awaiting carrier processing, and we understand how concerning that can feel from a customer perspective. We sincerely apologize for the inconvenience and disappointment caused. Please reach out to us directly at [email protected] with your order number so we can investigate your case individually and help resolve it properly. — VELO Support Team

Response from VELO RunningMay 28, 2026

Hi, Thank you for sharing your feedback, and we’re sorry the experience did not meet your expectations. We recognize that the delivery time and communication delays created frustration, especially during a period where our fulfillment operations were heavily impacted by production issues and carrier backlogs. We fully understand how disappointing that experience can be. We’re also sorry to hear that you were not satisfied with the perceived quality of the sunglasses. Our products are designed specifically for lightweight performance during running and sports activities, but we understand that preferences and expectations can vary from customer to customer. Your feedback is valuable to us and is being taken seriously as we continue improving both our logistics and customer experience. — VELO Support Team

Response from VELO RunningMay 28, 2026

Hi, We sincerely apologize for the frustration and disappointment caused by this experience. Your order was unfortunately impacted by a major fulfillment disruption earlier this year after a production batch failed quality control and had to be remade before shipping. While we chose not to send products that did not meet our standards, we fully understand that the repeated delays and changing timelines created a very poor customer experience. We also understand your frustration regarding the refund offer and dispatch updates. Our intention was never to make empty promises, but we acknowledge that our communication during this period did not meet expectations and caused additional disappointment. We are truly sorry for the inconvenience and appreciate you taking the time to share your feedback. — VELO Support Team

Response from VELO RunningMay 28, 2026

Hi, We’re very sorry for the delay and completely understand your frustration after waiting this long. The information you received regarding damaged goods was related to a production quality issue that affected part of a batch earlier this year. Rather than shipping products that did not meet our standards, the affected inventory had to be remade before dispatch, which unfortunately created significant delays for some customers. We also acknowledge the frustration caused by the lack of tracking updates. Some shipments remained pending carrier processing longer than expected, and communication during this period was not as clear or timely as it should have been. We sincerely apologize for the experience and understand why this damaged your trust in us. Your feedback is being taken seriously as we continue improving both our logistics and customer support processes. — VELO Support Team