Customer Feedback

Thank you for your detailed feedback.  I can see from your order that we have asked Parkray to send the missing part to you ASAP.  Please expect this shortly and please accept our apologies.  Feedback has been given to the warehouse and asked if they would keep a close eye on long distance parcels (as yours was to Ireland).and check they are adequately packed.  Please come back to us if you have any more questions, in the meantime your missing part will be with you shortly, thank you for your patience.

Thank you for your feedback, the delivery service has been a little wobble in December 2022 and start of Jan 2023 (we think due to high sector demand couple with Royal Mail strikes), however we are now seeing a marked improvement and service appears to be resumed as per usual.

We have explored this for smaller items, the courier system we have set up works well, Customers have been receiving their parcels in a timely manner.  The recent stike issues with Royal Mail question whether its the right time to work with them just yet.  We will however keep this under review.

GENERAL NOTE

WE HAVE HAD ISSUES WITH OUR FEEDBACK SYSTEM, CUSTOMERS HAVE NOT BEEN RECEIVING FEEDBACK EMAILS SINCE 10TH DEC 2022.  THE SYSTEM HAS ON 24TH JAN 2023 SENT OUT THESE EMAILS TO CUSTOMERS - WE ARE NOW RECEIVING CUSTOMERS FEEDBACK AGAIN.  THANK YOU FOR YOUR PATIENCE WHILST THE PROBLEM WAS SORTED.

If ordering online and unsure the part is correct, Customers can select 'PAY LATER' at checkout, NO payment will be taken and we will then contact you to check the part/order.  If a part is ordered incorrectly, we will always work to provide the easiest and quickest route to help you get the correct one!! (or offer a full product refund).  Please let us know if you wih to return your part within 14 days.

Thank you for your feedback to which we have spoken... you were very understanding of the delay, so thank you again for this.  Whilst we had initial issues locating your parcel via the Couriers tracking link, we dispatched another to you ASAP. Very occassionaly we may see a Customers order delayed, should this every happen we will always do everything possible to ensure we correct the situation as quickly as possible.  Thank you again for your understanding and apologies for the delay.

Since receiving your feedback, we have made contact with you.  Customers do sometimes order incorrect products, we will always refund or swap (if in stock) the incorrect item ordered.  We ask that you return this within 14 days of the order date.  We have sent you details of where to return the bars to for a FULL product refund, or we will send out the correct bars for you.  Just let us know which you would prefer.  Thank you for your feedback.

Lovely feedback, thank you.  Just to say, although we quote on our website (at the moment) 3 - 5 working days delivery, this is more of a safety net, just in case their are some delays within the transport network. The majority of our customers should receive orders within 2 or 3 days from placing it. I do appreciate that you are pleased with the delivery, but it isn't what we are striving to achieve. We are however expecting this year, winter 2022 to be an exceptionally busy year and it is likely that delivery times may increase slightly by a day or two (maximum), so we do urge our Customers to order as quickly as possible, ahead of time, to help with industry demand over the busy period ahead. I have sent your feedback to the Dispatch Personel. Thank you again for taking time to feedback to us.

Thank you for this valuable feedback, we have of course spoken. I am pleased that the rope and glass were not damaged.  It appears as though the parcels journey to you may not have been the smoothest!  We have sent feedback to the courier and our Warehouse Personnel.  We have in the past receive feedback from some customers whom were not happy with regard to the amount of packing used, we have listened to them and reduced packaging slightly and it seems as though the balance may be right now (based on the products inside the parcel arriving undamaged).  Many thanks again for your feedback, we really appreciate it.

Thank you for your feedback, we are aware that the rates to Scotland are higher and I wish there was something we could do for our Scottish friends. Your area code is classed as Highlands rates.  Fireparts.com do actually pay more for the postage, we fund some of it from the profit of the items sold, we do this to try reduce prices, however, I appreciate they are much higher than UK mainland.  We will endeavour and keep searching to find a solution to help lower the postage rate.

UPDATE: AUG 2022: We have negotiated a better rate with our suppliers of the courier service for Scottish Highlands, we have also agreed to contribute towards the costs.  The new rate is now £13.50 + Vat.  We are trialing this during winter 2022.and will review again after the trial period.

Thank you for your feedback, the Baxi Brick Set is boxed tightly together and is at the couriers weight limit for one parcel.  Any additional items within the order need to go within a second parcel. 

We note your comments about the excessive packaging.  We do have an excellent record for delivering items safely and undamaged to our customers, however, this has to be balanced against the quantity of packaging we use, to achieve a balance between safe delivery and cost to the environment.  I have passed on your comments to the Warehouse Manager to review whether we need to use so much packaging for small, relatively non breakable items.  Many thanks for your feedback.