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 😊

Excellent service
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Alex D*****d (from brampton on 16 September 2020)
Really prompt service and delivery and great customer service.
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Andrew T*****r (from worcester on 16 September 2020)
Lynne is the best person in the world to help you get sorted wonderful. Am azing attention to detail if you have a problem. Than kyou fireparts and Lynne
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Elaine B*****n (from Hull on 16 September 2020)
The product was as advertised as was the service. Top rate.
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Richard E*****s (from york on 16 September 2020)

Excellent service! A speedy service with the fire bricks arriving one day earlier than expected. Unfortunately one had broken in transit. However after a phone call to Lynne and a couple of emails she pulled out all the stops and I received a complete replacement set the next day, five minutes before the fitter arrived! Thank you Lynne!
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Rosemary M*****d (from Rippingale on 13 September 2020)
Reply from fireparts.com admin

Thanks Rosemary, we have notified the Stores Manager and he will be investigating with the courier a few customers orders that were damaged recently.  The packaging is the same as we have always used and we have very little issues normally, so it is something to do in the courier network. I am pleased the replacements arrived before you needed them!
fast, efficient service and an excellent product at a good price
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Paul S*****n (from galashiels on 12 September 2020)
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Glen B*****r (from wareham on 12 September 2020)
Excellent service
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Brian ***** (from BEDFORD on 12 September 2020)

Thank you so much for your attention to detail. Your prompt response to my query regarding damage to product in transit was very much appreciated. The follow up with a replacement was hassle free. Five star service.
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Charles T*****y (from cork on 12 September 2020)
Reply from fireparts.com admin

Thank you Charles, we really appreciate the 5 stars you have given us and its probably a bit over generous of you!!  Thank you also for your fab comments about the speed in which we sent a replacement. We have already advised the couriers of the breakage, they are extremely busy due to Xmas deliveries but have assured us that the incident has been logged, this feedback is invaluable to them as helps identify areas of risk / concern within the dispatch process.  Thank you again for taking time to let us know.
Very good service. Will definitely use again and recommend.
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John O*****o (from clonakilty on 11 September 2020)
Very good
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Gerald W*****d (from sunbury on thames on 11 September 2020)
Very happy
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Lynda M*****n (from gwent on 11 September 2020)
Fantastic help from them. I'm very happy with the outcome, thanks
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Stephen M*****e (from hatfield on 11 September 2020)

Assuming 1 is poor and 5 is great, I definitely give a 5. I needed a grate, I visited your web site and there they were. Good instruction to assist ordering the correct grate. Put it this way I will use your company again.
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Gary P*****s (from dornoch on 10 September 2020)
Door glass available and delivered quickly
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David W*****n (from Norwich on 08 September 2020)

Easy to order online. Outer packaging battered by the courier but contents OK. “Fragile” “Glass” labels may have helped!
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Alan K*****h (from stone on 04 September 2020)
Reply from fireparts.com admin

Thank you for your comments. We do use considerable packaging around the actual glass (inside of the box) to protect it, just in case the outside packaging gets damaged (due to being mis-handled).  It’s good to hear the glass was intact upon arrival, so the internal packaging seems to have done its job.  I have passed your comments to the Stores Manager who maintains regular communications with the couriers.
Brilliant customer relations and very helpful
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David L*****w (from little lever on 04 September 2020)
Excellent
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Nick A*****n (from hook on 02 September 2020)
First class service
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Brian M*****y (from ripon on 02 September 2020)

Good, prompt and friendly service. Quick delivery. Although one part had been omitted from initial delivery, upon notification, it was very quickly shipped. Although not yet put to the test, products all appear good quality.
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Duncan M*****w (from cheltenham, gloucestershire on 30 August 2020)
Reply from fireparts.com admin

Thank you for taking time to complete the feedback form, I have reviewed your purchase and full feedback has been provided to our stores.  The bar that was missing was ordered by you after the initial order was placed, we did assure you that it wasn't too late to add the extra item.  It was not added and as a result we let you down, for which we are extremely sorry.  We strive to achieve 100% customer satisfaction and it wasn't achieved on this occassion.  I am please you have now received the missing bar and you felt this was 'quickly shipped'.  Please come back to us if you need any further help or assistance.
Excellent seller , prompt delivery no fuss great service.
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Margaret B*****h (from Alloa Clackmannashire on 30 August 2020)
First class service once again. No hesitation in using in the future. Customer support is first class.
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Mark K*****a (from Patrington, Hull on 29 August 2020)
Great service, quick delivery
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Hilary B*****d (from durham on 28 August 2020)
Excellent service, although I paid for standard delivery (3 - 5 days), my order arrived at 9.30 the next morning.
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Graham M*****n (from doncaster on 28 August 2020)

Quick delivery easy to order will use Fireparts again 5 stars
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Jeffrey H*****t (from wigan on 28 August 2020)
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Rita R*****d (from Bracknell on 27 August 2020)
Highly delighted with the service and speed of delivery of the items I ordered.
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Melvyn R*****r (from castleford on 27 August 2020)
Excellent customer service Fast delivery
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Nigel ***** (from leicester on 27 August 2020)
Excellent service, ideal company to get spare parts for old wood burning stoves. Site very easy to use and identify your stove
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Bruce M*****n (from dundee on 26 August 2020)
Great service!
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Christopher ***** (from stowmarket on 26 August 2020)
Delivery to Northern Ireland was a bit expensive but apart from that am very happy.
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Jordan M*****s (from portaferry, newtownards on 26 August 2020)
very good service and quick delivery thank you.
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Robert H*****n (from milton keynes on 23 August 2020)
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Susan E*****t (from scarborough on 22 August 2020)
Well packaged and delivery excellent.
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Anthony M*****e (from whitby on 20 August 2020)
Speedy delivery appreciated. Parts Arrived in just 2 days and securely packaged.
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Nielsen K*****n (from sheffield on 20 August 2020)
First class advice on selection of grates: prompt clear and accurate. Staff were pleasure to deal with.
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Graham R*****j (from Petersfield on 20 August 2020)
Ordered the parkray firebrick on a basic delivery schedule of 3-5 days (iirc). It arrived at my dad's lunchtime THE NEXT DAY!! Outstanding service, Dad was a little taken aback but happy he now has a spare for the winter burn. Thank You Fireparts... Again.
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Gary B*****g (from bristol on 20 August 2020)
Great service
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Andrew R*****e (from launceston on 19 August 2020)
Great service.
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Gary B*****n (from pontefract on 16 August 2020)

Lattice 16 inch Forefront ordered. Unfortunately, came with what looked like a small crack in the casting. Fireparts replaced immediately. They also sent more details re it's fitting. Overall... excellent service
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David J*****s (from grange-over-sands on 16 August 2020)
Reply from fireparts.com admin

Thank you for your generous 5 star feedback rating even though you did not receive the best service!  It is very unfortunate the fire you ordered arrived damaged and we thank you for your patience whilst we promptly replaced it.   It is important that customers let us know promptly (as you did) should a product arrive broken or damaged.  We may ask for pictures, this is most often to satisfy the courier requirements and enable our stores or supply partners to submit a claim for the damage.  The courier also provides feedback to their operational staff.  Once we receive a picture, we will ensure we promptly dispatch a new product.  Thank you again and we do hope you will return to us in the future, should (or when) you require further parts.
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