Customer Feedback

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 :-)

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 :-)