Customer Feedback

We didn't get it right with your order, for which we apologise. It was a packing error and feedback has been given to the person who packed your order. Thank you for your patience whilst we corrected the situation, I am pleased you felt we resolved it 'swiftly'.  Thank you also for taking time to provide feedback and please come back to us again - your first time wasn't a good experience and we would love the opportunity to show you we can and usually do offer top customer service and we are disapointed we failed you on this occassion.

Thank you for this valuable feedback. We do have an excellent rate of safe delivery for these boards, so we are extremely grateful of your advises that the product arrived with chipped edges. I have forwarded your feedback to the warehouse and discussed with them to ensure all edges of the boards are protected before they are packaged & couriered.  I am very pleased that on this occassion it did not effect your installation.  Thank you again for the feedback.

Hi Patrick, we have of course spoken with you after seeing your feedback and resolved your concerns.  It appears you used the contact form on our website to reach us, since your feedback a few other customers have also reported no contact from us, there appears to be a sporadic technical issue and we have asked our IT developers to investigte / monitor.  In the meantime, our main email system works fine, whenever a customer places an online order with Fireparts, we send confirmation emails and ask that this email address is used to contact us in the event of a query.  We will always give these priority.  Thank you again Patrick for your patience, understanding.& drawing this to our attention.

Thank you so much for your understanding, we have an unprecidented demand for fire spares over the last 2 months, we believe the heightened demand is because our customers are getting ready for a Covid winter and wish to ensure they have their fires ready & waiting. It has been extremely challenging time for the suppliers, manufactures and ourselves within the process.  We are now in stock of the Rayburn Supreme Fire Brick SET.  Thank you again for your patience and understanding and for the lovely comments you also left. 

We have sold many of the Severn (non boiler) throat plates over the years, unfortunately some of these spares for the older appliances are becoming increasingly harder to find.  The manufacture stopped producing them many years ago, so we are reliant on older stock resurfacing.  We do keep a list of customers who require 'obsolete' parts and should they resurface we will contact you.  I am please the other parts (grate & stove glass) arrived safely and I am pleased you managed to locate a throat plate. Thank you for taking time to provide feedback.

Thank you for your feedback Doris, we didn't get it right with your order for which we apologies.  Our stores packer went on auto pilot and just packed the one glass panel (along with the fire bars)!!  We have given feedback to him.  We have also asked our IT developers to increased the order quantitiy text size on our internal systems, we believe this will help display the quantity more prominently and hence reduce this type of error.  We expect this fix to be installed in the next 30 days.  We did of course send a second glass to you promptly. Thank you for your valued feedback and we apologies again for the inconvenience.

Thank you, I have sent your comments to the Store Manager, I agree, there is no need to send a small item in such a large box, its doesn't make sense on many accounts. You are correct re some parts becoming difficult to obtain, in some case manufacturing seized some 10 years or more ago.  We have been in the business for over 50 years now and work with some of the best suppliers in the industry to source older now discontinued parts... this does mean the orgin may have come from some old hardward shop and have been sitting on dusty shelves for a few years!!  We do our best to source discontinued parts to keep your old fire going, but it is possible they may be a little weathered!!  Thanks again for the valuable feedback about the boxes.

Thank you Paul, I have checked the Terms of Business (and our Privacy Policy) page and they open within the website frames.  So if you close down the page in your browser, it will close the whole website.  So your experience on this occassion was as the system should have worked.  The navigation links/ buttons are along the top and side of the T&Cs page should you then with to proceed to the stove spares listings. We are delighted that you are 'very satisfied' with your order generally .... makes us 'very happy' :-)    Thanks for your business and feedback and please come back should you require parts in the future.

We do agreed, sending to the highlands is expensive.  We have looked for ways to reduce this charge.  The amount we charged of £16.25+ vat is less then we actually pay for the service.  We do slightly subsidise all of our UK courier charges.  We prefer to be transparent with our costs and reduce the product price to the best possible price but this does not leave much room for further reduction in postage charges.  If there are a few of you in Scotland (friends / same street etc) we would be more than happy to send it altogether in one parcel, or if your order is of a higher value we may beable to reduce the postage further.  If any customers are in Scotland / Scottish Highlands and the parts in your order are £70 - £100 or more ..... its worth contacting us before you buy online to see how we can help further towards the postage costs :-)

Thanks Rosemary, we have notified the Stores Manager and he will be investigating with the courier a few customers orders that were damaged recently.  The packaging is the same as we have always used and we have very little issues normally, so it is something to do in the courier network. I am pleased the replacements arrived before you needed them!

Thank you Charles, we really appreciate the 5 stars you have given us and its probably a bit over generous of you!!  Thank you also for your fab comments about the speed in which we sent a replacement. We have already advised the couriers of the breakage, they are extremely busy due to Xmas deliveries but have assured us that the incident has been logged, this feedback is invaluable to them as helps identify areas of risk / concern within the dispatch process.  Thank you again for taking time to let us know.

Thank you for your comments. We do use considerable packaging around the actual glass (inside of the box) to protect it, just in case the outside packaging gets damaged (due to being mis-handled).  It’s good to hear the glass was intact upon arrival, so the internal packaging seems to have done its job.  I have passed your comments to the Stores Manager who maintains regular communications with the couriers.

Thank you for taking time to complete the feedback form, I have reviewed your purchase and full feedback has been provided to our stores.  The bar that was missing was ordered by you after the initial order was placed, we did assure you that it wasn't too late to add the extra item.  It was not added and as a result we let you down, for which we are extremely sorry.  We strive to achieve 100% customer satisfaction and it wasn't achieved on this occassion.  I am please you have now received the missing bar and you felt this was 'quickly shipped'.  Please come back to us if you need any further help or assistance.

Thank you for your generous 5 star feedback rating even though you did not receive the best service!  It is very unfortunate the fire you ordered arrived damaged and we thank you for your patience whilst we promptly replaced it.   It is important that customers let us know promptly (as you did) should a product arrive broken or damaged.  We may ask for pictures, this is most often to satisfy the courier requirements and enable our stores or supply partners to submit a claim for the damage.  The courier also provides feedback to their operational staff.  Once we receive a picture, we will ensure we promptly dispatch a new product.  Thank you again and we do hope you will return to us in the future, should (or when) you require further parts.

Thank you for your valued feedback.  We didn't get it right on your order :-( .....  for which we apologise.  It is our expectation that we achieve 100% excellent customer service and with that comes customer satisfaction (and a longer term relationship with our company).  I am very happy you were pleased overall and felt we did our best to correct the situation... however, I think the 5 star rating you gave us was a bit generous!!

Thank you Christine for your feedback which we greatly value and welcome the opportunity to comment. Delivery to The Scottish Highlands is expensive.  Fireparts are charged £22.00 (Including Vat) for the same and we then subsidise this charge to reduce it further to our valued Highland Customers.  We are always looking for ways to lower the Highlands courier charges and after receiving your feedback, its has reaffirmed we should focus on this.  In the meantime, should you have any neighbours or friends in your area that also require parts, we would happily send all in one parcel to help you split the courier charge.... Thank you again for your valued feedback.

Thank you Paul, we missed the ladder rope from your order and we do apologise.  We did of course speak and corrected the situation and understand you were happy in the end :-)

Thank you for taking time to feedback, we have since spoken and confirmed you have now received all the requested parts safely.  We have to put our hands up here, the delay was not only to do with our courier, but also mis-communication between our front customer office and stores. There were a few errors made which compounded the poor service you received on this occasion - for which we are extremely sorry.  We have held an open discussion with all those involved in the ordering & dispatch process to prevent such issues happening again, Covid and running on shorter staff levels also has not helped us.  We felt you were inconvenienced so much that we refunded your full order value as a gesture of goodwill, something we seldomly have to do.  Thank you again and please do come back again and give us a chance to get it right :-)

Thank you, we have of course received confirmation from you that the correct seals have been delivered to you safely.  Please accept my apologies, the error was a packing error, the actual seals were out of stock and the operator mistakenly inserted the incorrect ones.  Feedback has been given to the warehouse staff concerned.  Thank you again for your valuable feedback and patience whilst we corrected the situation.