Customer Feedback

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.

Thank you for your valued feedback.  We didn't get it right on your order :-( .....  for which we apologise.  It is our expectation that we achieve 100% excellent customer service and with that comes customer satisfaction (and a longer term relationship with our company).  I am very happy you were pleased overall and felt we did our best to correct the situation... however, I think the 5 star rating you gave us was a bit generous!!

Thank you Christine for your feedback which we greatly value and welcome the opportunity to comment. Delivery to The Scottish Highlands is expensive.  Fireparts are charged £22.00 (Including Vat) for the same and we then subsidise this charge to reduce it further to our valued Highland Customers.  We are always looking for ways to lower the Highlands courier charges and after receiving your feedback, its has reaffirmed we should focus on this.  In the meantime, should you have any neighbours or friends in your area that also require parts, we would happily send all in one parcel to help you split the courier charge.... Thank you again for your valued feedback.

Thank you Paul, we missed the ladder rope from your order and we do apologise.  We did of course speak and corrected the situation and understand you were happy in the end :-)

Thank you for taking time to feedback, we have since spoken and confirmed you have now received all the requested parts safely.  We have to put our hands up here, the delay was not only to do with our courier, but also mis-communication between our front customer office and stores. There were a few errors made which compounded the poor service you received on this occasion - for which we are extremely sorry.  We have held an open discussion with all those involved in the ordering & dispatch process to prevent such issues happening again, Covid and running on shorter staff levels also has not helped us.  We felt you were inconvenienced so much that we refunded your full order value as a gesture of goodwill, something we seldomly have to do.  Thank you again and please do come back again and give us a chance to get it right :-)

Thank you, we have of course received confirmation from you that the correct seals have been delivered to you safely.  Please accept my apologies, the error was a packing error, the actual seals were out of stock and the operator mistakenly inserted the incorrect ones.  Feedback has been given to the warehouse staff concerned.  Thank you again for your valuable feedback and patience whilst we corrected the situation.