Customer Feedback

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 :-)  

Thank you for your feedback which we greatly appreciate. We do have a minimum order quantity of 2x units. We sell at discounted prices meaning our margins are very slim, we also subsidise part of the delivery costs.  This means to effecitive sell at the prices we do, a minimum of 2x units are required on some low priced products. We are assessing a project which will enable single sales, at a higher price, but this does require some development to our systems.  Thanks again for the feedback.

Thank you for your feedback, gauging the correct packaging is something we constantly assess and strive to improve.  When sending to Northern Ireland, due to the distance, we do increase the packaging around the product for extra protection (especially with cast iron products as they can be quite brittle if dropped).

As you correctly point out, the cost of postage is expensive to NI.  Fireparts subsidise some of this cost to make it slightly cheaper to our customers.  Due to the expense of transit, whilst we do appreciate the packaging is a little 'over kill' – our past experiences have proven to us that by ensuring the product arrives safely; saves much time, expense and ensures our customers receive the best service and products. Increasing packaging (certainly with longer distant parcels) helps us reduce breakages & redeliveries, which in turn helps to make the process more efficient with a lower carbon footprint.  I have forwarded your feedback to our dispatch team for consideration, it is something we constantly evaluate.  Thank you.

This is great feedback, thank you. We are very pleased you are happy with the performance of the Star All Night Burner (ANB). The suppliers of the STAR appliance distribute it nationally and it is one of the top selling ANB's.  We have passed on your feedback regarding the instructions, its invaluable feedback which the manufacture would not normally see, so thank you again for taking time to respond.

Thank you for your feedback, please accept my apologies for the broken bricks which arrived as part of your order and thank you for acknowledging the speed in which we supplied a replacement -  Fortunately our breakages in transit are very minimal, however, the fact you had to contact us for a replacement reflects poorly on our service.  We will always replace a broken part promptly, our dispatch personel are fully aware of this incident and have reported it to the couriers. Thank you again for your time in feeding back to us.

Yes you only received 10 fire bars for your Parkray Consort 15 and should have received 17 bars - for which we apologise. We have no excuses, this was a packing oversight and feeback has already been given to the dispatch warehouse.  Please accept my personal apologies for this, we totally appreciate this would have been very inconvenient. Please be assured your experiences with your order is not a good representation of the service we strive to achieve for our customers and we are sorry to have let you down on this occassion.  Thank you for taking time to feedback.