Customer Feedback

Thanks Paul, the Baxi contol flap is a set size and mass produced in large quantity and we have had no issues with the size previously reported.  We have spoken and it would appear as though the existing part of the fire (the air duct, where the flap sits in) has been squashed / reduced in diametre.  Due to the difficulty in replacing this part, you have decided to trim from the disc itself to make it fit!.

Thanks for the feedback and photos you sent us.  It sounds an expandion issue, the fact the fireboard was fastened to the brick wall by cement means the fire board with very minimal expansion properties is firmly fastened against brickwork with higher expansion movement. We do sell many of these boards and if used in the correct manner they do not crack. Fire board does also go very brittle when it has been 'fired'.  We would recommend there to be movement between the two surfaces to allow for expansion. We have spoken and discussed other options for you, inparticularly to line the inside of the fireplace with small 9" x 4" x 1" fire bricks.  We also sell cast iron panels which fit together to provide a fire proof wall.  We will work with you to provide the best option at a specially reduced price. 

Thank you and apologies again for the late delivery, we were out of stock of one of the bricks from the coalbrookdale brick set.  The order should have been sent to you within the timescales stated at point of the order. The bricks were schedulled to arrive from the suppliers but were late due to delays within the supply network and we should have communicated with you to advise of the extended delay.  The supply of stock is now fluid again and we are working on major internal processes over summer 2021 to help us in extreme circumstances, should they ever happen again in the future!!  Thank you for your patience and understanding whilst we were sorting it out for you.

Thank you for this feedback. The email we send notifying customers of expected delivery is currently sent out by human (not automated).  The dispatch of your order was delayed due to an oversight on our side, for which we apologise. We are generally acheiving our dispatch targets, but we did not on this occassion.  Please do come back to us again in the future to give us another opportunity to serve you and demonstate the excellent service that our customers expect from us and we strive to deliver.

Thank you Christopher for taking time to comment, I can see from our notes you had to chase and we dealt with your requests accordingly. Please accept my apologies for this inconvenience - we want our customers to receive the 'perfect service' and we didn't get it 100% right this time!  - Thank you again for the feedback, we do value it and it helps us all keep focused on the customer experience.

Thank you, we have of course spoken. The bars have burnt out far too fast and something is not right, either with the coal or the appliance (we know the bars are ok as the manufactures have many thousand made at one time and hundreds of customers use them and we would hear about any issues).  The two main reason for firebars burning too quicly are (a) issues with the coal, see our articles on Petroleum Coke (Petrocoke). (b) Keeping the fire riddled regularly, ash clear from the grate bars will extend the life - see notes on riddling regularly (c) there could be an issue with the appliance 'sucking' air in. Eitherway, we would recommed www.hetas.co.uk to help locate a suitable registered HETAS local installer to you.

For customers who require constant use from their appliance, leaving it in over night and rely on it being the main heat source, then the partial CHROME IRON bar set will last longer as CHROMIUM IRON FIREBARS can burn a lot hotter, for longer with no distress on the metal.

Yes, the Baxi bricks are orginal pattern bricks.  The only brick in a set of four (2 x sides and top and bottom brick) which IS stamped with the Baxi Logo is the TOP BACK brick, the others do not have a stamp, this is as per orginal baxi bricks when they were first produced.  The bottom back brick which you refer to has flutes on the bricks and no logos.

Thank you for your feedback and kind words. It has been a testing time for the couriers, I am pleased to say that the majority of our customers are receiving prompt service.  We have fedback your experience to the Courier Relationship Manager who will address your experiences with the local area manager for the 'bury st edmunds' area.  Thank you again for taking time to complete the feedback.

We have since spoken and the previous grates you refer to were not from us, so its difficult to comment with regard to the quality of them.  The Baxi grates we supply are orginal pattern and supplied by the company whom own the patent, so we are confident the product quality is excellent.  We have talked about the coal you use and it sounds of good quality.  It will be interesting to see how you get on with one of our grates over time, so please let us know :-) 

With regard to keeping records about your previously ordered parts, we do have your previous order information, you can also view and modify this within your login web account.  Just go to https://fireparts.com/index.php?route=account/login and enter your password. If you are unsure of your password, then you can request a reset.  In this account you can see your information such as addresses and previous orders and record again if required.  This information can be deleted and edited by yourself.

Thank you, we are so pleased your Grandparents were happy and great the Parkray handle arrived next day.  We would be interested to see how long the handle lasts, please keep us updated. If it doesn't last for at least 20 years, we will give you a new one FOC!!  :-)

Hi Andrew, thank you so much for this feedback - we always notify customers of dispatches, so I have investigated further.  We sent automatic 'order received' notification on 14th when the order was placed, we then sent a manual (human sent) notifcation the same day.  Then after the weekend on Monday 18th Jan we sent a dispatch notification and another email from our accounts system with the invoice attached.  I can only assume the notifications went into SPAM which can be a common issue.  Thank you for bringing this to our attention and I am pleased you did receive the parcels promptly and safely..

Apologies, we put our hands up, we didn't get it right with your order!!  We've sacked the packer!!   (only joking of course).  It is a testing time for our stores people, running on less staff, with some of the highest amounts of orders we have seen in years.  We appreciate your understanding and are happy we rectified the situation promptly enough for you :-)