Customer Feedback

Thanks Paul, the Baxi contol flap is a set size and mass produced in large quantity and we have had no issues with the size previously reported.  We have spoken and it would appear as though the existing part of the fire (the air duct, where the flap sits in) has been squashed / reduced in diametre.  Due to the difficulty in replacing this part, you have decided to trim from the disc itself to make it fit!.

Thanks for the feedback and photos you sent us.  It sounds an expandion issue, the fact the fireboard was fastened to the brick wall by cement means the fire board with very minimal expansion properties is firmly fastened against brickwork with higher expansion movement. We do sell many of these boards and if used in the correct manner they do not crack. Fire board does also go very brittle when it has been 'fired'.  We would recommend there to be movement between the two surfaces to allow for expansion. We have spoken and discussed other options for you, inparticularly to line the inside of the fireplace with small 9" x 4" x 1" fire bricks.  We also sell cast iron panels which fit together to provide a fire proof wall.  We will work with you to provide the best option at a specially reduced price. 

Thank you and apologies again for the late delivery, we were out of stock of one of the bricks from the coalbrookdale brick set.  The order should have been sent to you within the timescales stated at point of the order. The bricks were schedulled to arrive from the suppliers but were late due to delays within the supply network and we should have communicated with you to advise of the extended delay.  The supply of stock is now fluid again and we are working on major internal processes over summer 2021 to help us in extreme circumstances, should they ever happen again in the future!!  Thank you for your patience and understanding whilst we were sorting it out for you.