Vital Parts Reviews

Name: Vital Parts
Address: Unit 17 Palace Industrial EstateBircholt Road, Maidstone
Rating: 4.74

4.7 Rating 2,995 Reviews

94 %

of reviewers recommend Vital Parts

4.7

Based on 2,995 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

“I haven’t received it yet !!!”

Helpful Report

“Parts ordered on the 19th May with verbal guidance " with you in 2 to 3 weeks " finally arrived on the 27th September, not impressed, guess they were on a slow boat from China!”

Helpful Report

“Well I still haven't received the goods so that's not great! I asked that it not be sent with post as our postal service is basically non functional, but it was still sent with parcel force and as predicted I have still not received and am unlikely to. Considering the job was urgent and I have now wasted alot of money on parts and carriage and I have nothing to show for it, I am pretty 🙁”

Helpful Report

“The silicone material the bungs are made from are harder than I expected and will not stay wedged in the holes, I was expecting them to be more malleable and form a better seal and to stay in place, so won't be using them and hence went in the bin.”

Helpful Report

“Did not have the items I ordered and paid for in stock a few days after purchase... Frustrating and then was hard work chasing to find out if they would be back in stock with slow response times as alternatives not suitable. Please do not let people order and pay for items that are not actually available. Found it very misleading and inconvenient.”

Helpful Report

“Still not received my purchase despite an email telling me it has been dispatch eight days ago. Feeling very disappointed. Paul Reed”

Helpful Report

“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.”

Helpful Report

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.”

Helpful Report

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”

Helpful Report

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

Helpful Report

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.”

Helpful Report

“Good service with paperwork sent as well. Thanks”

Helpful Report

“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!!”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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 !!”

Helpful Report

“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?”

Helpful Report

“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

Vital Parts is rated 4.7 based on 2,995 reviews