Vital Parts Reviews

Name: Vital Parts
Address: Unit 17 Palace Industrial EstateBircholt Road, Maidstone
Rating: 4.73

4.7 Rating 3,000 Reviews

94 %

of reviewers recommend Vital Parts

4.7

Based on 3,000 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 91%
Accurate And Undamaged Orders	99%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5

About Vital Parts:

We are a friendly and innovative Plastic, Rubber & Metal Components company based in Maidstone, Kent. Supplying a wealth of standard and bespoke products for use in a number of Industries from Automotive to Hospitality.

We operate online through our ecommerce store, offering free samples, next day delivery and complimentary 3-4 day delivery on every single order.

Visit us today at https://www.vital-parts.co.uk

Visit Website

Phone:

01233713581

Email:

customerservices@vital-parts.co.uk

Location:

Unit 17 Palace Industrial EstateBircholt Road
Maidstone
ME15 9XU

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Vital Parts 5 star review on 21st March 2025

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“We placed a small order from this company and they sent it to the wrong address allthough all the paperwork was in order with correct address. when I spoke with the customer services they said the had to chase up the post office but still could not locate our order, after may calls to customer services they finally agreed to re send our order after nearly a 2 week wait. very poor service.”

Helpful Report

“If you want honest feedback - I’ve honestly never had such a simple order to place and it be made so confusing and difficult. Wrong items sent which had to be returned. It started even with the samples requested. Numerous times wrong information was conveyed about what’s in stock and lead times. After a lot of phone calls and patience 5 weeks later I think it’s now correct.”

Helpful Report

Good Afternoon, Thank you for taking the time to leave your feedback. I have looked into this for you and can see the correspondence between us and yourself. I can see we processed a return exchange with a prepaid label to return and were finally able to get the goods out to you last week. Please accept my apologies for the leadtime surrounding your order and I am pleased the goods have now arrived for you. If you require any further assistance, please do not hesitate to contact us and a member of the Customer Service team will be happy to help. Kind Regards, Victoria Customer Service Manager.

“Sent back parts I ordered which cost me £4 and got only reimbursed £7.50 but the total order was just under £ 14.I have now place another order for parts I hope will do the job only to be told there is a 4 week delay.So all in all not a very good experience to date”

Helpful Report

Good Afternoon Albert, Thank you for taking the time to right your review. I have had a look into this and can see that you returned part of the order rather than all of the products ordered, the return was processed for the goods returned to us and shipping costs on this were deducted as part of our returns policy, which is visable on our website. We are able to offer return exchanges however, a refund was requested on your return form. In regards to the leadtime, rest assured we will continue to work as quickly as possible to get the items out to you hopefully sooner than advised. If you would like to disucss this further, please do not hesitate to contact our Customer Service department who are always on hand to go through any questions you have. Kind Regards, Victoria Customer Service Manager

“3 months between shipping first part of order and second, with no follow up.”

Helpful Report

Good Afternoon Mike, Thank you for getting in touch regarding your order, I can see that the order has been completed dated 16/07 and sent via 2nd class Royal Mail. Please feel free to get in touch with our customer service team if you ever need any assistance as we will be happy to help. Kind Regards, Victoria Customer Service Manager

“First delivery was several weeks late, and arrived incorrectly (wrong size). Replacement order took a further few weeks (despite these then being urgent), and was also supplied incorrectly. Still waiting for the third attempt, but not hopeful.”

Helpful Report

Good Afternoon Steve, Following your recent feedback and complications with the order, I am happy we have been able to come to a solution for you and you should have the correct goods with you now. Kind Regards, Victoria Customer Service Manager.

“First order and it went horribly wrong. The parts I ordered didn't arrive instead I got something else totally different. I was also charged delivery after is stated free delivery for orders over £20. I honestly wouldn't buy here again and I'm now going to request a full refund and go elsewhere.”

Helpful Report

Good Afternoon, Thank you for getting in touch, I have reviewed the order and can see that the order was placed in house with our Sales team were the prices and delivery charges do vary to those listed on the website. Please accept my apologies this was not explained to you at the point of order. I have reviewed this in more detail and can see that the part error was due to a pickking issue in our warehouse and I do apologies for any inconvenience this has caused. I hope that the replacements we send out on a Next Day service resolved this for you. If you would like to speak to someone regarding a return, please let us know and we can arrange this for you. Kind Regards, Victoria Customer Service Manager.

“Did not receive my parcel yet courier company said they dropped the parcel at my home”

Helpful Report

Good Afternoon P, Thank you for getting in touch regarding the order. Please accept my apologies for this and rest assured our team have looking into this. It appears the goods have been returned to sender due to international shipping issues. Our warehouse team are going to get this out to you asap. Kind Regards, Victoria Customer Service Manager.

“Sadly, the website provided an incorrect description, consequently I had to return the wrong parts and the Customer Satisfaction dept proved very difficult to convince that I should do so FOC. After 3 emails they finally agreed but left a sour taste in my mouth! Shame, as the range of parts available was excellent.”

Helpful Report

Good Morning D, Thank you for taking the time to leave your feedback, our service standards are very important to us at Vital Parts. Rest assured, I have looked into the matter for you and have sent you a seperate email to disucss this further with you. Based on the information, I can see that a free returns label was indeed sent and am hopeful you have received your exchange by now. look forward to hearing from you. Kind Regards, Victoria Customer Service Manager.

“I am unable to review this order as it has not yet been delivered!”

Helpful Report

“Wrong parts delivered and long winded process for returning and sorting out correct parts.”

Helpful Report

Good Afternoon Robert, Thank you for taking the time to leave your feedback. I am sorry to hear that you have received the incorrect parts. I can see that this has been resolved for you with a return and a replacement order arranged for you. I have sent you a seperate email to discuss this further with you to make sure everything is resolved as agreed. Kind Regards, Victoria Customer Service Manager

“Never received our order.”

Helpful Report

“On 4 or 5 occasions I was told someone would get back to my query for an order, surprise surprise they didn't, I had to do the chasing, when the items arrived they were the wrong order. I couldn't be bothered to phone back.”

Helpful Report

Good Afternoon Marco, Thank you for your recent feedback, I can confirm I have attempted to contact you via telephone and email to discuss this in more detail and look forward to hearing back from you. I have not been able to locate prior communications on this matter but rest assured upon your response will be happy to look into this further for you. Kind Regards, Victoria Customer Service Manager

“I ordered 20 x PVC round end caps CAP142 size 76.2mm x 12.7mm on the 24 May and received on the 27th May CAP 145, 20 x 76.2 x 38.1, the wrong size. I tried phoning the sales dept. first thing on the 28th May but was cut off three times. I then phoned customer service who promised to find out why I had received the wrong items and that they would email me that day to let me know the reason why and when I would receive the correct size. I had to wait until 1 June for a reply, only to be told that size I required was out of stock and they would email to say when they expected them to be back in stock. I am still waiting! I have found their web site to be very slow, waiting minutes for the screen to update, difficult to contact the sales department, and promises from the customer services department unfulfilled.”

Helpful Report

Good Afternoon Jim, Thank you for getting in touch with Vital Parts following your recent order. I am sorry to hear there were difficulties using the website and that our team was not accessible enough for you to contact. I have sent you an email to outline steps taken to resolve this matter for you and look forward to your response. Please accept my apologies for any trouble this has caused you and whilst things do not always go to plan, rest assured I will continue to work with you to resolve this in the best way. Kind Regards, Victoria Customer Service Manager.

“Parts shown in stock so paid for next day delivery. Some parts not in stock so was partly refunded but not for cost of next day delivery.”

Helpful Report

Good Afternoon, Thank you for taking the time to leave your feedback and comments regarding your recent order with us. I can confirm I have reviewed this and can see that the refund was processed as mentioned however the order was placed for standard delivery 3-5 working days and therefore Next Day delivery would not have been processed for you. Please accept my apologies for the stock issue related to your order. If you would like to discuss this further please contact us via customerservices@vital-parts.co.uk and a member of the team will be happy to assist. Kind Regards, Victoria Customer Service Manager

“I have been informed that an order from you has been dispatched after 6 months of order.. Unacceptable..”

Helpful Report

Good Afternoon Fedon, Thank you for getting in touch and taking the time to leave your feedback. I have only been able to locate orders placed in October that were also dispatched in October however, would like to discuss this further with you to see how we can assist. I have sent you an email separately and look forward to your response. Many thanks, Victoria Customer Service Manager.

“Extremely Poor Service, lack of response to phone calls, emails or their online advisor in response to none delivery of goods. Have no problem if companies hit snags but no excuse for poor communications.”

Helpful Report

Good Afternoon, thank you for getting in touch with your feedback. I can confirm following an earlier telephone call, your order is being dispatched today on a Next Day service for you. If you wish to discuss this further, please let me know a suitable time to contact you and I will be happy to answer any questions you may have. Kind Regards, Victoria Customer Service Manager.

“Still waiting for delivery of some pvc caps Ordered over a week ago”

Helpful Report

Good Afternoon, thank you for getting in touch with feedback surrounding your order. I can see that the goods have been delivered on a tracked service earlier today. Please accept my apologies for the delay around the order and should you wish to discuss this further, I will be happy to answer any questions you may have. Please do not hesitate to let me know a suitable time to call you to discuss. Kind Regards, Victoria Customer Service Manager

“Our order no. HS1636/613 was placed on the 7th April 2021, with request for ASAP delivery to our office i.e. within a couple of days. Goods actually arrived on the 16th April”

Helpful Report

Good Afternoon Marion, thank you for getting in touch regarding your recent order, I can see as per the tracking information the order was delivered dated 13/04/2021 following the order being put through our systems the previous Friday. If you wish to discuss this further, please do not hesitate to contact me via customerservices@vital-parts.co.uk. Kind Regards, Victoria. Vital Parts.

“Parts didn't arrive so had to purchase from elsewhere. After chasing them up now have them but not ideal”

Helpful Report

“I ordered 80mm grommets but received 60mm so not very satisfied at all I have phoned and left message and e-mailed with no reply, at a cost of £1.44 each order cost £72 so cost of 60mm would not cost this much so can I have them picked up and 80mm sent please”

Helpful Report

Vital Parts is rated 4.7 based on 3,000 reviews