Customer Feedback

Thank you Robert, supply prices from the manufactures & suppliers are forever rising, we try keep our retail price as low as possible to our customers so we remain competitive in the market.  The feedback from our customers is we do generally achieve this (I'm pleased to hear you also found us competitive!).  We only sell quality products which can put us at a disadvantage (from competing with the really low priced sellers) but we believe we have achieved a good balance between quality & price, selling quality products at competitive prices.  If any customer sees a similar quality product somewhere cheaper, pleae call and we will do our best to match.

Thank you for the feedback about how VAT displays on our checkout. The price you see on the website listing IS the price that you pay (INC VAT).  I agree with you, the checkout is a little confusing, the figure by each product line item DOES Include VAT and is the same as the price displayed on product listings.  However, the checkout / cart then shows (1) the SUB TOTALS (this EXCLUDING VAT),  the checkout also displays (2) the total VAT amount and (3) the DELIVERY COST.  These three items added together, total the total cost INC VAT.   I can assure you however, dispite how the systenm displays VAT, it is not charged twice (although I am sure the VAT man would be happy with this :-) - I will speak to our IT guys and see if there is someway they can make the figures a little more clearer at checkout point, thanks again.

UPDATE: 25th Sept 2020 - Our IT web developers have changed the column titles to show INC VAT & EX VAT figures.  This was a small simple change and we hope this has made a difference. Just to reafirm, VAT was not charged twice, it just needed better displaying of the titles.  Thank you again for your feedback.

Dear David,

   Thank you for taking the time to feedback about the service you have received from us. Please accept our sincere apologies for the delay experienced with your order. We called and spoke to your wife on 4th October to advise that the courier had mislaid your order, unfortunately the ashpan they mislaid was the last we had in stock.  We did try our network of suppliers to obtain another, as your Rayburn is an older model the ashpan is a 'special' order item & no others were available.  We advised your wife that the part would take approximately 2 weeks to get to you as it was having to be manufactured and offered her a full refund. This was rejected and we were advised to continue with the order placed. We would hope to have your Ashpan with you in the next few working days. As a respected and valued regularly returning customer we value your business and whilst the issue with the courier was not in our control, it does still reflect & is part of our service.  I have arranged to refund your courier charge as a goodwill gesture. I have also given feedback to management of the courier company.
 

Sincere apologies and Kind regards.
Lynne