Customer Feedback

Thanks David for your feedback.  It is difficult to identify some parts and appliances.  Customers can also send in pictures of their appliances and we will help them identify them to minimise the risk of incorrect parts ordered.  However, should an incorrect part be ordered we will work with our customers as a matter of priority to get the correct part identified & sent.

Thanks Clyde for your feedback.  The riddling handle supplied is Hunter / Parkray (the manufacture) supplied handle.  We have noticed generally with various manufacures that over the years some parts are being made differently (including bricks) to lighten for transportation and also help reduce manufacturing costs and as a result end retail price.  Unfortunately, there is little we can do as this is the orginal factory produced item.  Thank you however for the comments regarding swift delivery :-)

Thank you for your feedback and the detail in which you have explained the situation... this is exactly the kind of issue we are hoping to capture with our 360 feedback. We cannot see you reported this to us by email or telephone and as such the feedback form has proven a great way for you to advise us.  It is a very challenging time for the couriers over the Xmas period and their service can be strained. The Couriers distribute the parcel via the depot nearest to our customers house, so we will ensure the depot responsible for your area (Evesham) is notified of the experience you received. This reflects on our service as we are responsible for getting the product to you in a timely and safe manner , even at Xmas!!  Whilst most of our deliveries around the UK are delivered on time and without issue, should any customers experience issues with their delivery / depot, then please call or if our phone line is closed send us an email, we will track it down for you.  Once again, thank you so much for taking time to let us know and we are pleased you received the items in time for Xmas :-)

Thank you for taking the time to keep us informed, you should have received your order within 3 working days, the couriers have been exceptionally busy in the lead up to xmas and the delay was due to exceptional delivery volumes. Please do accept our apologies, we expect it to be back to normal after Xmas!

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

Thank you Michael for your feedback, we have passed on your comments to the managers of FEDEX.  A reduced delivery service by our partner couriers impacts the overal service to our customer and something we do monitor closely.

Hi Colin,

    Thank you for taking the time to feedback to us. Unfortunately you only ordered the 11 bar set (please check your order information for confirmation). Please do contact us if you require the further 3 bars and I'll arrange a goodwill discount. 

Thanks Kevin for the feedback, you rightly point out that making the surfaces clean & flush is of paramount importance.  For others interested, please read our article on 'HOW TO REPLACE A STOVE GLASS'.  With regard to your comments about rope length & quality, we have passed on your comments to our stores to ensure the length of rope is 1 metre and cut accurately.  The rope is manufactured by a leading company, years ago (over 10 years) the product supplied by Parkray was a heat proof paper channel, however, the manufactures stopped making.  There are paper channels on the market , however the ones we examined where thinner than the orginal channels.  The ladder rope we supplied to you is a standard now used by many manufactures and deemed acceptable, indeed we have supplied it for many years and it seems to do the job!

Thank you for your feedback about the 'captcha robot'.  This was installed on the checkout to add more security to our site.  We are aware of the issue where the 'captcha' may have to be selected a few times before it will allow the order to complete, we have sent your feedback to our web developers so they can speed up the fix. Thanks again.

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!