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 😊

Great to be able to get parts excellent service.
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fireparts.com client (from newton abbot on 25 June 2020)
Absolutely brilliant service from start to finish, super efficient, you should think of running the country !!
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Austin R*****e (from burton on trent on 25 June 2020)

Excellent parts came. very quickly , easy to order , cannot fault the service .
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Ralph T*****d (from peterlee on 24 June 2020)
I have given a 5 because of all the help I was given by Phil. He went to so much trouble to explain about the product and emailed over information to help me.
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Patricia H*****r (from Stoke-on-Trent on 18 June 2020)
Great service kept informed all the way through the process. Arrived on time which living in Shetland is something we usually do not get. Product arrived well packed and all in one piece. On arrival fitted straight away fits perfectly. Very pleased thank you.
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fireparts.com client (from South Whiteness on 17 June 2020)
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fireparts.com client (from meath on 17 June 2020)
The correct Baxi 18" grate (as per photograph) arrived as requested, no problems whatsoever, a lot of sites depict a "Baxi 18" grate but not the proper design. Thank you
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Geoffrey W*****y (from bradford on 14 June 2020)
Genuine parts, good prices. Nice and easy to deal with
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Bryan D*****e (from hull on 14 June 2020)
I am very pleased. I places my order and was given a delivery date and time My order was on time
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Philip D*****n (from barnsley on 14 June 2020)
Very pleased with the service I received. I had a query about the size of the item I required which was answered promptly.
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Mark R*****y (from malvern on 10 June 2020)
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George ***** (from tideswell nr buxton on 10 June 2020)
Excellent service and product
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Carl A*****f (from telford on 10 June 2020)
I made an error on my order but quickly received an email concerning my error. The refund was done at the same time. I have used Fireparts 3 times now and they never fail to deliver good customer service and quality products.
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Mrs A*****a (from high wycombe on 09 June 2020)
Excellent communication
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Terry W*****n (from etherley dene, bishop auckland on 07 June 2020)
Great Service arrived the next day
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Sean B*****h (from brampton on 07 June 2020)
The telephone ordering was really easy. The lady who took the call rang us back to confirm that the part could be obtained, she talked us through the ordering and payment process so we knew what to expect. She also explained that the delivery time wasn't known because of the coronavirus. Everything was straight forward, well explained and we felt really well treated, we sill be using the service again.
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Peter W*****d (from nuneaton on 07 June 2020)
Brilliant service received even though I only received part of an order. Quick resolution. Will use again.
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Craig A*****e (from rotherham on 06 June 2020)
Quick service. Very pleased. Will use again.
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David B*****y (from glasgow on 05 June 2020)
Thank you brilliant service.
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Leslie ***** (from aberdare on 04 June 2020)
Product was great fit straight into my fire with no problems, ordering was very easy and delivery was prompt , many thanks for your service
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Allan ***** (from county durham on 04 June 2020)
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William L*****e (from Lancaster on 31 May 2020)
Very quick service. Can not fault it in any way.
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Neil S*****n (from north cotes on 31 May 2020)
Helpful advice for my pre-purchase enquiry. The part was dispatched quickly and I was kept fully informed of its arrival time and date. Packaged very well to prevent breakage in transit. Excellent service and I would have no hesitation in using this company again.
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Deborah ***** (from aberdare on 30 May 2020)
Thanks again, delivery to me was BEFORE the date specified. Well packaged and identical to the piece we’re replacing which is over 50 years old.
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Duncan S*****h (from hull on 30 May 2020)
Fantastic service; fast efficient and super helpful
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Julie E*****s (from penrhyndeudraeth on 29 May 2020)

I ordered on 19th May. Was told it would be mid June because you had to replenish your stock. I received an e-mail this am asking for feedback now I had received the product. I have yet to receive the product. Is this because it is due to be delivered today and your missive has just been sent early in anticipation of its delivery? Is this a standard e-mail sent automatically on the assumption that the product (fire bricks would normally be delivered by now? Have you delivered it to a carrier and there is a problem with the carrier. Has the carrier lost it? At all events you can see why your e-mail is causing a lot of confusion I understand these difficult times are hard to deal with using established standardised procedures Regards
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Jeremy H*****m (from harleston on 29 May 2020)
Reply from fireparts.com admin

28th June 2020 - Thank you Jeremy, we did have a delay with the Rayburn brick set you ordered over the Covid period and as such quoted 3 to 4 weeks delivery. As you are aware, the manufactures were all closed which restricted supply into the market place. You have of course received the bricks now, but for others reading we are fully stocked again!!

With regard to the 'feedback email' you received before the order had been delivered to you, this is an automated process and an email is sent out approx 8 days after the initial order was placed (to stop the system sending out, we should delay it manually on your account).... we did not delay the email and as such the system sent it out, for which we apologies.  I appreciate it must be annoying to receive a feedback email when you haven't even received the goods!!  I have personally reminded everyone again that when a product is delayed, the feedback email should be to. Thank you again for this valuable feedback.
Very good service.produc ts very well packed and delivered Very quickly
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Rodney C*****n (from crewkerne on 27 May 2020)
Very satisfied with the order and speed of delivery
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Karen H*****y (from cranbrook on 27 May 2020)

Initial Feedback: Sadly the items have been lost in the post but having notified you, your staff are making a huge effort to send another set. Fingers crossed.

Feedback after part received: Thank you so much for dealing with my order and I’m relieved to say the new parts arrived today and they fit!! I’m very grateful to you.
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fireparts.com client (from romsey on 27 May 2020)
Reply from fireparts.com admin

Thank you for your feedback <name blanked>, we have combined your feedback and responding in one.... The couriers have been suprisingly efficient over the Covid period, however we have had the odd one or two parcels go astray.  I am pleased you have now received your parcel and looking at the notes on your account we sent this out very quickly.  Please accept my apologies and I give you assurances this is not our usual service and due to difficult times.  Please do come back to us and we will do our best to ensure you get the top level of customer service we expect our customers to receive :-)
Excellent service
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David M*****r (from cockermouth on 23 May 2020)
service excellent
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Robert P*****y (from hamsterley mill on 22 May 2020)
good website good delivery on time as promised.
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fireparts.com client (from KIrkby-in-Ashfield on 22 May 2020)
I was astounded by how quickly you processed my order - and I was also pleased to get your telephone call to let me know that one item was not in stock. I have arranged with you for that item, which was not as urgent as the fire bars, to be sent when more stock is available. Thank you for such excellent service. I have used your company before and will continue to do so in the future.
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Vivienne P*****n (from newtownards on 21 May 2020)
Delivered quickly.
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Christine ***** (from york on 20 May 2020)
Arrived on time, packaged well. And fits perfectly
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Diane B*****n (from bury st edmunds on 19 May 2020)
Thanks For your service that I received.I have completed my order yesterday I can now get my parkway door repaired and have your address for any more products may need in future.thank you again.
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Dennis M*****n (from CARDIFF on 19 May 2020)
excellent firm to deal with from ordering to customer service
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Ann K*****t (from via carnforth on 18 May 2020)
I'm very pleased with your service and will definitely be purchasing from you again. It was also very welcome that the parts turned up ahead of the estimated delivery time. Thank you.
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James H*****l (from mansfield on 16 May 2020)
Excellent
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Neil B*****h (from hemsworth on 16 May 2020)
First class service thank you . Good website.
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Eric F*****l (from stanstead on 14 May 2020)
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