HotPrice.co.uk レビュー 

HotPrice.co.uk からの回答

2018年3月10日

Good morning LLoyd,

Thank you for the positive review. We are really glad that you found the ordering and delivery process easy. We try to keep everything as simple as we can for our customers so they can have a pleasant shopping experience.

Thank you once again and we hope you enjoy the product.

Kind Regards,
Neal.

HotPrice.co.uk からの回答

2018年3月10日

Hi Catherine,

Thank you for letting us know you enjoy the product you have received. Your order is beautiful and is one of my favourites!

Have a lovely weekend and thank you for giving us a 5 star review :)

Kind Regards,
Neal.

HotPrice.co.uk からの回答

2018年3月13日

Hi Barbara,

Thank you for the positive feedback.

The fire was delivered by a courier called XDP. Unfortunately, they do not pre-notify you that your order is out for delivery. If you were not in on the day of delivery, they would have left you a card to let you know they have attempted delivery and would redeliver the next working day.

I will pass on the feedback, as we are always looking for ways to improve.

The team at HotPrice hope you enjoy the product and have a lovely weekend! :)

Kind Regards,
Neal.

HotPrice.co.uk からの回答

2018年3月10日

Good morning Stephen,

Thank you for the feedback. We really hope you enjoy your product for many years to come.

Kind Regards,
Neal

HotPrice.co.uk からの回答

2018年3月13日

Dear Tricia,

We always welcome feedback from all customers. On this occasion however, we feel that your review is very unfair due to the circumstances of your order. You came into the showroom and placed your order for a wood burner, installation and fireplace materials. The initial price of the installation given was based on an approximate and all showroom approximations are subject to survey. We always ensure that customers are fully aware of this before proceeding.

Within 2 working days of placing your order, we organised one of our HETAS installers to visit your property. Upon carrying out the survey it became apparent that your existing flue was not in the centre of your lounge wall which you did not want. You opted to have a chimney breast constructed therefore the installation required more work and materials than a standard installation to ensure your product was fitted safely and to regulations. A revised quotation was then provided including the extra work and materials by your choice.

The following Saturday after the survey you came in to the showroom to discuss the installation quotation and the extra work and materials required, you also decided to choose different fireplace materials to the week previous and a new quotation reflecting your choices was provided. You queried the quotation that was given in the showroom and stated that the quote included what you had already paid on the stove which it did not. You expressed your concerns that the new quotation was incorrect and was now over your budget.

The quotation that you were given was completely transparent with a full breakdown of every part of the installation, fireplace materials and the outstanding balance that you owed on the stove, we even reduced the quotation by an additional £110.00 hoping this would help bring you closer to budget with the materials and method of installation you had chosen. You were also offered cheaper alternatives that were within your budget. We have fixed prices for fireplace materials and the installation unless additional work and materials are required which can only be ascertained by completion of a site survey.

Unfortunately, you did not want to go ahead with your purchase or installation and proceeded to cancel your order. As you have purchased from our showroom and placed a deposit for a product which would have been specially ordered in, you did not have any rights to cancel the product. However, our team honoured this and processed a refund for you on the next working day before 10AM. As mentioned previously, we feel that this review is defamatory and unfair given the aforementioned circumstances. We have always been completely transparent with you, all quotations are subject to survey and the extra work and materials required for the installation i.e. building a chimney breast and the change of fireplace materials were not included in the initial quotation.

You did not want to continue with your order and requested a refund and one was given to you promptly. Excellent Customer Service is our utmost priority at HotPrice and our number one concern is to ensure that all our customers feel valued and are treated fairly. We always try our best to be helpful with every customer we encounter, both in our showroom and online.

Kind Regards, Neal

HotPrice.co.uk からの回答

2018年2月21日

Hi David,

Thank you very much for the glowing review and kind words.

We really appreciate your feedback and are happy we provided you with plenty of information for your order.

We hope you enjoy your purchase and we hope to see you soon :)

Kind Regards,
Neal

HotPrice.co.uk からの回答

2018年2月12日

Hi Adrian,

Many thanks for your feedback. We're glad you were happy with the service we provided and also the quality of the Burley fire.

Kind Regards,
Sarah

HotPrice.co.uk からの回答

2018年2月12日

Good Morning Carol,

Thank you for taking the time to let us know how we performed with your recent purchase from us.

Good to hear that you are pleased with the fire and that it arrived quickly.

Kind Regards,
Sarah

HotPrice.co.uk からの回答

2018年2月12日

Hi Howard,

Thank you for your feedback on our service and choosing to shop with us.

Glad you found the delivery updates useful!

Kind Regards,
Sarah

HotPrice.co.uk からの回答

2018年2月12日

Good Morning Chris,

We are pleased to hear that you're happy with your purchase and found the shopping experience easy.

Thanks again for choosing to shop with us!

Kind Regards,
Sarah

HotPrice.co.uk からの回答

2018年2月12日

Good Morning Sam,

Thanks for your feedback. Great to hear that you are happy with the service and product purchased from HotPrice.

Kind Regards,
Sarah

HotPrice.co.uk からの回答

2018年1月4日

Hi Jenny,

Many thanks for leaving this review. Delighted to hear that you love your fire and that we managed to get it fitted before Christmas!

Thanks for choosing to shop with us!

Kind Regards,
Sarah :-)

HotPrice.co.uk からの回答

2017年12月14日

We are extremely disappointed and frustrated to see you felt the service you received was a 1* rating. We take all feedback very seriously and on this occasion, we do not agree with your description of how things went and would like to reply with the actual reason for the delay in the delivery of your fire.

Since placing your order the delivery company have attempted to contact you numerous times to book-in the delivery without any success. When the calls went unanswered they even sent text messages in an attempt to ensure you received delivery before Christmas.

In addition to calling you, text messages were sent on the 1st of December at 11.14am asking you to contact the delivery company to arrange delivery.

On the 7th December another message was sent to you advising they had been trying to contact you to arrange delivery and asked you to call them as a driver would be in your area the following day and delivery could be made but they needed confirmation from you to book a delivery in.

As the product you purchased is a large, high-end item, it is not possible to just put it in the van with the hope that you will be in to receive it so it is imperative that we speak to you first to confirm a suitable delivery day/time.

Your first contact with us after placing your order was on the 11th December when we made you aware that we have tried to contact you to arrange delivery. Your first response was that you had been having problems with your phone and had to have it reset by your provider as you had been advised by another party they had been unable to contact you by phone.

You were then advised that regrettably, due to fact that the delivery company have been unable to book in the delivery with you, that pre-Christmas delivery was unfortunately no longer possible.

We have tried our utmost to get the fire to you before Christmas but as mentioned, due to the fragile nature of the product you purchased, it does need to be delivered by a company who is familiar with these kind of items and will get it to you in perfect condition. These kind of couriers do have to work to a carefully planned schedule with the routes being carefully planned days/weeks beforehand. Again, had the delivery company been able to speak to you on the many times we attempted to, the delivery would have been able to take place within the initial estimated time-frame.

We can totally understand your disappointment on being told that due to the above points, that unfortunately delivery won’t be with you when you wanted it for. However, we feel it is unnecessary and unfair to leave an untruthful and vindictive review about our service when the only issue that prevented you receiving your goods when we wanted to deliver them to you was solely due to the lack of communication from your side.

Sharon Benson

HotPrice.co.uk からの回答

2017年7月24日

Good Morning Mr McKenzie,

Thank you for giving us some feedback on your recent stove purchase. Happy to hear that you're pleased with the service we provided in our showroom, installation and also your new wood burning stove.

Kind Regards,
Phil

HotPrice.co.uk からの回答

2017年7月15日

Hi Alicia,

Thank you so much for taking the time to write some feedback on how we performed when purchasing your new gas fire and apologies for the delay in my reply. We're delighted to hear that you're happy with the fire chosen, our showroom and our prices. You chose a lovely fire and i'm sure it looks great now all fitted!

Many thanks again for choosing to shop with us :-)

Sharon Benson

HotPrice.co.uk からの回答

2017年4月28日

Hi Fenella,

We're delighted to hear that you were happy with the service Phil provided in our showroom when choosing a new fireplace. I will pass your comments on to Phil too!

Thanks for choosing to shop with us :-)

Regards,
Sarah

HotPrice.co.uk からの回答

2016年10月21日

Good Morning Brian,

We're delighted to hear that you're happy with the service we provided when purchasing your fireplace insert. If we can be of any further assistance in the future, please don't hesitate to get in touch :-)

HotPrice.co.uk からの回答

2016年10月21日

Hi Patricia, many thanks for taking the time to write a review on how we performed with your recent stove purchase. We're glad to hear that you were happy with our service and thanks for choosing to shop with us!

HotPrice.co.uk からの回答

2016年2月4日

Hi Ian,

Really pleased to read your review regarding your recent purchase of a fire from us. Its great to receive feedback from our customers and glad to hear that you are pleased with the service we provided in the showroom and also with installation.

Many thanks,
Adam

HotPrice.co.uk からの回答

2016年2月4日

Hi Stephan,

Always a pleasure to help you out with stoves and flue components. Don't hesitate to contact us for any other information on products.

Regards,
Adam