Customer Feedback

Thank you for your GREAT feedback with regard to our service.  With regard to account opening process, we agree, there are too many accounts and passwords required these days.  Our system has two settings (GUEST account or FULL account).  We have tried both in the past.  The  difference is merely a password needs to be entered on the FULL account, all other details are the same.  By entering a password, it enables our customers to revisit and monitor their orders, reorder in the future etc. Based on your feedback, we will be talking with our IT guys to see if there are other ways of processing an order, for example using google, facebook, paypal or another type of account login process.  Our 2019 works are already planned & underway (one of them being this feedback review section) and as such we would have to schedule any new works next summer (in our quite period), but it is definately something we will look at.  Thanks again for your feedback, it is much appreciated.

Hi Anne, thank you so much for the great feedback and thank you for recommending us to your family in friends. We'll be sending discount codes throughout the year so keep an eye on your email inbox. Lynne from Fireparts

Hi John,  thank you so much for the great feedback. I'm always here to help. Monday to Friday 10am to 2pm on the phone and also available via our contact form.  Thanks again. Lynne

I am very sorry one of the bricks in the set arrived broken, thank you however for acknowledging the prompt service in replacing it :-)  Baxi bricks sets weigh a hefty 30kg and are couriered in the manufactures own tailored boxed packaging with polystyrene protection, this is deemed the most safest way to transport them via courier (all the bricks sandwiched together makes them stonger as a complete parcel).  We ship these bricks sets all over the UK (even to remote Scottish Highland islands) & breakages in transit generally are very small given the quantity sold, should a breakage occur, we will replace promptly (always insure to take a photo of any broken parts in the box along with the outside of the box).  This helps with the couriers feedback and for us to prove they mishandled the item, we have reported your incident to them.  Thank you again.

Thank you for taking time to provide feedback. I am pleased the Baxi brick was well wrapped and arrived in good condition. I am sorry you had to buy the other product you required locally.  I appreciate its too late to help you with regard to the extra part you required. I have searched for your email asking to 'add to your order' unfortunately with no avail; I can only assume this is a technical glitch.  We always do our best to respond to emails in a timely & prompt manner, however, if something is urgent & time critical please call us during our telephone hours and we will expedite your requests.  I am sorry you did not have the best experience with us, we hope you will come back in the future so we can offer you a top service!

ok, we will have to work even harder to get the 5th star :-)

Dear Dan, thank you so much for your feedback.  The system 'glich' we had with regard to payment of your invoice was rectified by our software developers same day which enabled payment to be taken.  I am please to say we have not had any reocurrances of it since!!  Thank you again for your business and your feedback.

Dear Steve, Thank you for this feedback and the photos you sent in showing the brick that arrived in transit broken. As we discussed and agreed, the product packaging was of a good standard and we both felt there was no requirement for increasing this.  By the very nature of the bricks, they are fragile, generally we have an excellent safe delivery record. We have given feedback to the couriers as clearly on this occassion your parcel looks to have been mishandled within the delivery process.  I am pleased you felt we rectified the situation promptly  Thank you for your business and feedback which we greatly appreciate