Customer Feedback

We send our customers a feedback form to complete after they have purchased with us, the feedback is published below.
We don't get it right 100% of the time, so the feedback is key in helping us improve our service to all our current & future customers 😊

Comprehensive spare parts - good website.
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Kevin H*****r (from albury on 07 November 2020)

I ordered a pair of side reducers but only one was sent. I emailed to report this, and received a helpful reply, and then a further two pieces, so I now have three. The packaging was myabe excessive, comprising a 30cm cube box for each delivery, filled mostly with air bags. Overall I feel that I was well served by this company, who attended swiftly to the original error.
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fireparts.com client (from hebden bridge on 07 November 2020)
Reply from fireparts.com admin

We didn't get it right with your order, for which we apologise. It was a packing error and feedback has been given to the person who packed your order. Thank you for your patience whilst we corrected the situation, I am pleased you felt we resolved it 'swiftly'.  Thank you also for taking time to provide feedback and please come back to us again - your first time wasn't a good experience and we would love the opportunity to show you we can and usually do offer top customer service and we are disapointed we failed you on this occassion.
Every thing is fine thanks for your help.
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Trevor M*****d (from newry on 07 November 2020)
Good fast service
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Emma K*****s (from swadlincote on 06 November 2020)
Very good service
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Michael D*****r (from St. Austell on 06 November 2020)
Very helpful and friendly and quick response Excellent service
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Angela B*****d (from little staughton on 05 November 2020)
Excellent service, quick dispatch and good price. I'm sure I'll be using again
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fireparts.com client (from shepton mallet on 04 November 2020)

Fireboard chipped at edges in a few places. Didn't matter on this occasion, for the pieces I'm cutting from it.
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fireparts.com client (from knutsford on 04 November 2020)
Reply from fireparts.com admin

Thank you for this valuable feedback. We do have an excellent rate of safe delivery for these boards, so we are extremely grateful of your advises that the product arrived with chipped edges. I have forwarded your feedback to the warehouse and discussed with them to ensure all edges of the boards are protected before they are packaged & couriered.  I am very pleased that on this occassion it did not effect your installation.  Thank you again for the feedback.
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Dorothy K*****y (from west calder on 03 November 2020)
Excellent, especially under our present situation ie the Covid19.
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Paul W*****n (from exeter on 01 November 2020)
Excellent product and service. Thanks.
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Andrew W*****t (from stoke on trent on 31 October 2020)
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Anthony M*****n (from congleton on 31 October 2020)
Excellent speedy and efficient company
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Julie B*****r (from CONWY on 31 October 2020)
Good site clear definitions, inc sizes / dimensions.. easy progress to check out. 5 star
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Alastair R*****n (from oban on 30 October 2020)
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Margaret ***** (from larne on 30 October 2020)
The service was excellent.
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Ronald S*****w (from brierley hill on 29 October 2020)
The Baxi fire bricks were delivered on time, very well packed and an excellent price. Very pleased with the purchase.
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Bryan S*****e (from coalville on 29 October 2020)
Excellent range of products, advice before you buy and very good service.
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fireparts.com client (from merseyside on 28 October 2020)
Very competitive price, easy to order, speedy delivery ,excellent packaging. Overall brilliant service and would recommend.
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Stephanie W*****r (from lincoln on 28 October 2020)
Excellent quick service Thanks
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Michelle S*****s (from pantymwyn on 28 October 2020)
Perfect very speedy service
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Steven W*****e (from southam on 28 October 2020)

I contacted you about two elements of my order but have not received a reply. Both need to be returned, and for one I would like to order a replacement if you have stock. It is disappointing not to have had a reply
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Patrick M*****s (from liverpool on 28 October 2020)
Reply from fireparts.com admin

Hi Patrick, we have of course spoken with you after seeing your feedback and resolved your concerns.  It appears you used the contact form on our website to reach us, since your feedback a few other customers have also reported no contact from us, there appears to be a sporadic technical issue and we have asked our IT developers to investigte / monitor.  In the meantime, our main email system works fine, whenever a customer places an online order with Fireparts, we send confirmation emails and ask that this email address is used to contact us in the event of a query.  We will always give these priority.  Thank you again Patrick for your patience, understanding.& drawing this to our attention.
Excellent service- quick and efficient
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John S*****i (from stroud on 28 October 2020)
Delivered on time and well packaged
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Ian E*****w (from holmfirth on 27 October 2020)
Excellent quick service!
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Ewhen S*****z (from manchester on 27 October 2020)
Good service. Items arrived swiftly and were well packed to prevent damage in transit.
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Doug B*****n (from harlow on 27 October 2020)

Have ordered from this site several times for parts for my Parkray fire and the parts I have required have always been readily available and a prompt delivery.
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Adam G*****m (from dumfriesshire on 27 October 2020)
quick courteous service thank you
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C J*****n (from york on 24 October 2020)
Excellent customer service, I would have no hesitation in purchasing from you again.
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William B*****t (from st andrews on 24 October 2020)
your service was very good and fast ,thank you.
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fireparts.com client (from on 23 October 2020)
Great quick service and good product
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Chris L*****d (from pulborough on 23 October 2020)
Goods arrived in advance of the advised date. Ordering procedure straight forward.
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Philip H*****k (from dumfries on 23 October 2020)
Very pleased with the service, the email correspondence was informative and prompt, which was reassuring for me. Thank you.
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John E*****s (from swansea on 21 October 2020)
easy ordering , prompt delivery of quality goods
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Andrew M*****y (from dublin on 21 October 2020)
Quick and simple
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Henry ***** (from melton mowbray on 21 October 2020)
Excellent service, very helpful,quick and efficient. Very pleased.
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Roger ***** (from ware on 21 October 2020)
v.g.
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fireparts.com client (from holt on 20 October 2020)
fine
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Michael E*****s (from london on 20 October 2020)
Great service and quick delivery
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John P*****l (from hanley swan on 20 October 2020)
Great service and prompt delivery
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Andrew C*****n (from scunthorpe on 20 October 2020)
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