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Vital Parts Reviews

4.7 Rating 2,981 Reviews

94 %

of reviewers recommend Vital Parts

Company Reviews

Product Reviews

4.7

Based on 2,981 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 3-5 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 5th May 2024

Vital Parts 5 star review on 11th April 2024

Vital Parts 5 star review on 21st March 2024

Edwin Simbarashe MUNYARI

Vital Parts 5 star review on 25th September 2023

Elizabeth Shuker

Vital Parts 5 star review on 25th September 2023

Elizabeth Shuker

Vital Parts 5 star review on 20th August 2023

Vital Parts 5 star review on 13th August 2023

35

Anonymous

Anonymous // 01/01/2019

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

“Shocking and slow customer service. Parts ordered not in stock, even though they showed on thier website. Wasn't contacted until the due date of delivery, even after paying extra for expedited delivery. No contact on the day the item should have been dispatched! Took a further 3 days to get the substituted parts.”

Good Afternoon Colin, Thank you for getting in touch with Vital Parts regarding the order placed in April. Please accept my apologies for the delay in getting the goods out to you, I can see the order was placed dated 19/04 and dispatched dated 21/04 taking two days for dispatch and then additional time for them to arrive. This is outside of our usual turnaround time and can advise this was due to a staff shortage in our warehouse. I am sorry that the goods did not arrive for you and have sent you a separate email to discuss this further. Kind Regards, Victoria Customer Service & Engagement Manager

“Even though on your website it stated 51cm the castors are much smaller. Your website makes it very difficult to determine what to buy.”

Good Afternoon, Thank you for getting in touch following your order placed last month. I have reviewed the order on our systems and can see it matches up with that selected on the website. Stem/Plate Diameter: 10mm x 22mm Wheel Diameter: 50mm Wheel Height: 57mm Centre Wheel To Centre Stem: 19mm Castor Width: 53mm Weight Rating: 50kg Material: PA / Steel Rest assured, our Customer Service Team are always on hand via email, Livechat or over the phone to discuss any queries relating to sizes or suitability. If you wish to discuss a return exchange, please complete the form via the following link and we can process that for you for the part that would be better for your requirements. https://www.vital-parts.co.uk/returns-41-w.asp Many thanks. Victoria Customer Service & Engagement Manager.

“I 'm not sure why the title Vital Parts was chosen”

Thank you for taking the time to leave your comments, I have been able to locate your order on our systems and have sent a separate email to see where we can help further. If you could kindly respond and a member of the team will be more than happy to assist. Kind Regards, Victoria Customer Service & Engagement Manager.

“The purchase was unsatisfactory. The product does not correspond to the photograph displayed on the website and despite having made a complaint to the customer service department the problem has not been resolved. Finally I will have to return the parts and also pay the shipping costs. Simply frustrating.”

Vital Parts 1 star review on 24th January 2022

Good Afternoon Montse, I am very sorry to hear about the experience you have had with Vital Parts and would like to have this resolved as quickly as possible for you. Due to not having a local telephone number for you, I have been unable to call and have therefore sent an email to you explaining the next steps of how I would like to resolve this for you. I look forward to hearing from you and having this resolved. Ellie Vital Parts

“Placed an order for 4 items at 9:34am, all showing as available on their website. Their website also says dispatch cut off time 4pm. The order confirmation email stated ""Usually your order will be dispatched either the same or next working day, however if there is an issue with your order that is likely to cause delay then a member of staff will be in touch" Two days later I contacted them as the order was still showing as processing and I'd not had a member of staff in touch. Received the response: "I've looked into this for you and the reason your order didn't go sooner is due to the fact that two parts are out of stock." I was then offered two alternatives, completely different sizes to that I had ordered. Said that wasn't acceptable and asked how long for the items I had actually ordered to be in stock. Was told two weeks! Have now asked them to cancel the order. Having items for sale without any indication of them being out of stock and being two weeks before available is deceptive. It's definitely selling under false pretences. Needless to say I won't be ordering again or recommended them to others.”

“Good service with paperwork sent as well. Thanks”

“Asked to review my order “that has been some time since dispatched” but I have to date not received the order. So not impressed so far!!”

Hi Jonathan, thank you for getting in touch with Vital Parts about the review request. I can see that the order was delivered dated 11/01/2022 on the same day of the review. I trust that you have received your goods however, if you need any further assistance, please feel free to get in touch with our Customer Service Department who will be happy to help. Kind Regards, Victoria Customer Service Manager

“The rubber chair feet I received were not what was pictured on the website. Also, the rubber was soft making them totally useless as chair feet. They squashed down exposing the screw they were fixed on by meaning the chair was sat on four screw heads instead of the rubber.”

Hi George. Thank you for leaving your feedback, our Customer Service team are always on hand to assist with any queries you may have. I can see that the parts sent were as ordered, we would like to look into this for you to see if we can find a more suitable product for your needs. Please keep an eye out for a separate email and we can get this resolved for you. Many thanks. Victoria - Customer Service Manager, Vital Parts.

“The order was placed 17.8.21, the incorrect parts were delivered beginning of September and I had been chasing for confirmed delivery since then but being given numerous dates then on 8.11.21 it was suggested by Vital Parts that we cancel the order and get a refund! We are waiting on the refund.”

Good Afternoon Vanessa, Thank you for getting in touch with Vital Parts regarding the order. I can see that one of our Customer Service Advisors discussed this with you over the phone and confirmed that the delay on the refund was due to not yet having received the goods back to process the return fully. I am pleased this has now been resolved for you. Please accept my apologies for any confusion this has caused you. Kind Regards, Victoria - Customer Service Manager.

“The plastic knib has started to snap off from the feet resulting in no grip and it just moves around the tubular steel chair frame... Not fit for purpose !!”

“These pads have not provided the protection needed to stop the chairs marking the floor - movement of the chair dislodged them. Please can you suggest a more suitable product?”

“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.”

“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.”

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”

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.”

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.”

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.”

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”

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.”

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!”

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Vital Parts is rated 4.7 based on 2,981 reviews