Customer Feedback

Thanks Kevin for the feedback, you rightly point out that making the surfaces clean & flush is of paramount importance.  For others interested, please read our article on 'HOW TO REPLACE A STOVE GLASS'.  With regard to your comments about rope length & quality, we have passed on your comments to our stores to ensure the length of rope is 1 metre and cut accurately.  The rope is manufactured by a leading company, years ago (over 10 years) the product supplied by Parkray was a heat proof paper channel, however, the manufactures stopped making.  There are paper channels on the market , however the ones we examined where thinner than the orginal channels.  The ladder rope we supplied to you is a standard now used by many manufactures and deemed acceptable, indeed we have supplied it for many years and it seems to do the job!

Thank you for your feedback about the 'captcha robot'.  This was installed on the checkout to add more security to our site.  We are aware of the issue where the 'captcha' may have to be selected a few times before it will allow the order to complete, we have sent your feedback to our web developers so they can speed up the fix. Thanks again.

Thank you Susan, when the bars are cast, the outer cast rough areas and 'nibs' are ground off at the foundry. Very occassionally the odd few in many hundred can 'slip through the net'.  Our stores packers do also check before products are packaged & sent, clearly this one was missed.  The 'nibs' can be quite small.  Should any customer receive an 'iron fire bar' that does not fit correctly, we would urge you to advise us promptly (as you did) so we can (a) quickly replace it for you and (b) ask the packers to check the current stock carefully and that it was just a 'one off'. - Thank you again, we really appreciate the feedback.

Thank you for your feedback, we do have a very good delivery record of ensuring products are delivered to our customers in good order, however, it is important to balance the amount of packaging we use from a cost and enviromental point of view.  I will pass your feedback to the warehouse staff, it is important we constantly evaluate packaging & boxing.  Thanks again.

Thank Andrew,  as discussed, the first issue was encountered when the lady you had ask to receive your order, rejected the delivery, a second parcel was sent out of which the couriers delivery process was delayed within their network (they have received feedback from us already).  I am pleased however that your order was delivered in time for your friend to take to you in France :-)