Customer Feedback

We send our customers a feedback form to complete after they have purchased with us, the feedback is published below.
We don't get it right 100% of the time, so the feedback is key in helping us improve our service to all our current & future customers 😊

Very good, and prompt response, with replacement, to one brick breaking during transit.
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fireparts.com client (from stafford on 21 June 2019)
Reply from fireparts.com admin

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.

The item arrived quickly and safely (well wrapped). I should have preferred it if you could have answered my email question to you about the possibility of requiring an additional product with this item. As it happened, I didn't receive a response. I bought without the additional product and then had to go out to buy it once it came to installation, which was annoying.
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A C*****c (from stanton on 19 June 2019)
Reply from fireparts.com admin

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!

Very, very good, but nobody is perfect
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Peter D*****e (from warrington on 19 June 2019)
Reply from fireparts.com admin

ok, we will have to work even harder to get the 5th star :-)
Excellent fast delivery service.
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Ricardo H*****a (from hailsham on 19 June 2019)
Fast delivery. No problems. Thank you
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Susan L*****p (from south shields on 17 June 2019)
A wonderful service prompt delivery!
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Sylvia B*****n (from stoke-on-trent on 16 June 2019)
Order items on Sunday - items arrived Tuesday lunchtime. Great service 5/5.
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Charles L*****n (from okehampton on 13 June 2019)
Good quality product
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Evelyn ***** (from irvine on 13 June 2019)
Good value, well packaged, prompt delivery.
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Steve H*****y (from stoke-on-trent on 07 June 2019)
No problems. As described, well packed, delivered promptly.
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Clive R*****s (from somerton on 30 May 2019)
Arrived promptly, and goods as ordered.... thank you
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Ms R*****d (from nr. richmond on 29 May 2019)
Excellent service will definitely use again
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Chris W*****t (from norwich on 24 May 2019)
Excellent fast service
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Dr N*****l (from hamps on 17 May 2019)
Delivered exactly as advised and carefully packaged
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Keith W*****d (from sturminster newton dorset on 17 May 2019)
The fire brick was delivered very well wrapped and within 24hrs. of placing the order. I was well pleased with the service provided and would be happy to place further orders with Fireparts.com in the future.
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Robert W*****s (from caernarfon on 17 May 2019)
From telephone call to arrival of goods - 23 hours and exact item of good quality. Well pleased.
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Jeffery H*****e (from marlborough on 01 May 2019)
Excellent service, very helpful & courteous on the phone.
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Kay W*****s (from newport isle of wight on 01 May 2019)

5 star rating - a bit of difficulty at first but it got sorted very quickly - would definitely recommend to anyone.
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Dan M*****y (from skibbereen on 30 April 2019)
Reply from fireparts.com admin

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.

good fast service.one brick was damaged in transit and was replaced with no quibble next delivery. Thank you
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Steve ***** (from powys on 30 April 2019)
Reply from fireparts.com admin

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
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