SJ Baxter Ltd / Brickwerks - Holmfirth

Malou

Great unless you have a problem. Twice I had problem with orders and, they twisted my words against me, put words in my mouth, assume ill or wrong intentions on my part, refuse to ship a replacement because they decided that I would not be happy with it.

The emails and actions that they take comes across as very condescending and patronising. I would never treat my customer like that, especially when customers are upset, even just a little bit upset. Their customer service people need training because they fail to realize that emails can easily be misinterpreted on their part which, leads to very unacceptable reply to us the customers.

In the end, they generated emails over emails for nothing, claiming that I was hard to please and, that they were great. I think it’s acceptable to vent a little when you pay for expensive genuine VW parts and that the quality is not up to spec.
Theys even sent me, early on, a picture of the replacement and, I told them to ship it. But no, they decided I was not going to be happy with it because I vented a bit, and not even on them but, on the quality of Volkswagen made parts. So, since they know me more then I know myself, they refuse to ship the replacement.

All I wanted and, finished most of my respond to them with was to ship the replacement as soon as possible. If they would just have done that when I authorize the replacement early on, everybody would have been happy. At least I would have been.
--------------------------------------------------------------------------------------------
I stop ready your reply early on because I can't stand people who are dishonest like you. The picture of the replacement was approved by me and it was way way way better then the one I returned and, for the record, I did kept 2 out of 3. When you buy expensive genuine parts and you are not sure if they are waterproof because of a big defect in the molding, customer are supposed to just shut up and by happy with poor quality? Of course not.

Now, if I have to tell you where and how or why you were rude, then you truly are a hopeless case.

All I can say at this point is that, like one of your other satisfied customer said, “they wouldn’t know what the word customer service meant if it hit them in the face”

Christopher H.

Absolutely love this company. I’ve never had an issue with any of the products I’ve bought except when I’ve made a mistake. And even then a quick email and they have it all sorted.
Never a problem with postage even on the Isle of Wight couldn’t recommend them enough

Pete J.

Ordered parts on Thursday afternoon arrived Friday midday, brilliant service 😀

Stuart D.

Quite literally the best customer service I have ever experienced - couldn't find anywhere that did a clutch hose for my old T4 - emailed these guys and within about an hour so they hade made me one and i'd ordered it. Quite brilliant.

Gary W.

I’ve purchased a few parts from Brickwerks recently, namely roof bars, fuel pump, OE springs & pads and wheel bolts for my T25/T3. Parts and service are excellent, thank you to Michael for your support when making purchases.

Laurie A.

Absolute joke of a company that wouldn’t know what the word customer service meant if it hit them in the face 🤣🤣 Thankfully, the word is spreading and they’ll soon realise that their staff (or maybe their owner going by an alias name) are completely letting them down! Avoid at all costs!

Not sure why their reply says not a customer, I have all the receipts to prove I am 🤣 As I said above, joke of a company!

Winston S.

solid as rock. pillar of the VW T3 community. we would all be a bit lost without Brickwerks. amazing bunch, amazing product range and faultless e-commerce and fullfillment. thank you!

Michael W.

Having spent literally thousands with this company, I was expecting more than this reply when 2x of their less expensive products caused issues.
This is the reply I received when I asked for a replacement.
'You’re only going to moan anyway.'
'God yeah… imagine being at Busfest and not having something to moan about. That would be terrible.'
This is response I got after a decal started pealing immediately after having been applied and a badge won't stick fully into brand new paint.
Think carefully about ordering from Brickwerks. Their prices don't look as generous when the customer service is at this level.
The products in question are a Tristar Syncro decal and a Syncro badge. See attached photos. I put out a public request to fellow Syncro owners asking if my issues were isolated and was surprised to receive many replies stating the same issue with the badge. I'm not the only one with this issue. Brickwerks were not happy to receive this information but to my knowledge, have not reached out to their other customers asking for a review. I think that that says more than enough.
The vehicle will be at Busfest on display with the faulty products for everyone to see in full detail.