FixTrade.co.uk Reviews 105

Reply from FixTrade.co.uk

May 5, 2026

Hi there,

Thank you for taking the time to leave your feedback. Having reviewed the details of your order, we can see it was placed on 29/04/26 at 16:07. As this order was placed after our 3pm cut-off time. It appears your order was processed and despatched the following working day (30/04/26) using a Next Day delivery service.

Once orders are despatched from us. A despatch confirmation email is sent to the email address provided at checkout. This includes full despatch details, along with a tracking number and link to the carrier's website, so you can receive regular updates on your delivery.

It appears you contacted us via our help page on Friday 1st May at 15:00 regarding the delivery of your order. It appears a member of our customer service team responded on Saturday 2nd May at 08:22am apologising and advising that while our trusted carriers aim to deliver within Next Day parcels within one working day. Delays can occasionally occur within their network. They also confirmed they would contact the carrier to investigate and request an updated delivery timeframe.

According to the tracking information, your order was delivered on 05/05/26 at 09:53. Please accept our sincere apologies for the delay in receiving your item.

We can also confirm that a refund has already been issued for the Next Day delivery service paid that was not fulfilled as expected.

We completely understand your disappointment and are sorry that your experience did not meet expectations. Should you choose to give us another opportunity in the future, we would welcome the chance to provide you with a better experience.

Apologies for any inconvenience caused.

Customer Service Team

FixTrade.co.uk

Reply from FixTrade.co.uk

Apr 23, 2026

Hi there,

We’re sorry to hear that you were disappointed with your recent order experience with us. We do appreciate you taking the time to leave your feedback.

Having reviewed your order details. We can confirm that your order was placed on Friday 10th April 2026. Due to the quantity of the product ordered. Your order was classed as a pallet order. These types of orders are shipped directly from our supplier. At the time of purchase, the estimated delivery timeframe shown when your order was placed was 3–5 working days from date of order.

Unfortunately, on Monday 13th April 2026, our supplier informed us of unexpected production issues affecting your ordered product, which caused will sadly cause delay in delivering your order. A member of our customer service team contacted you the same day via Customer Query 7197 to explain the situation and provide updated options: Either to keep the order open until stock became available, or to receive a full refund and our sincerest apologies for being unable to fulfil your order within our usual delivery time.

It appears we have not receive a reply to this email. Though, we understand customer service emails can occasionally be filtered into spam or junk folders. We kindly ask that you check there, just in case it was misdirected.

We can also see that you contacted us on Wednesday 22nd April 2026 via Customer Query 7518 requesting cancellation of your order as it had not arrived. It appears our team responded within 20 minutes of receiving your query. Explained the situation and attached the previous update for reference and also processed a full refund for you.

We’re very sorry for the inconvenience caused by this supplier delay.

In regards to getting in touch with us. Unfortunately, we do not have facilities in place for customer queries to be handled via telephone. We aim to resolve queries within 24 hours of receiving via email or marketplace messages on an oldest-to-newest basis. As we believe this is the fairest way to handle all enquiries.

We’re sorry that this order did not meet the standard of service we aim to provide, and we do appreciate your feedback.

Apologies for any inconvenience caused.

Customer Service Team

FixTrade.co.uk

Reply from FixTrade.co.uk

Feb 23, 2026

Hi there,

Thank you for taking the time to share your feedback. We’re very sorry to hear that you were disappointed with your experience, and we’d like to clarify what happened with your order.

Our records show that your order was placed on Friday 20th February 2026 at 17:21. As outlined on our Delivery Information page, orders placed before 3:00pm on weekdays are processed and despatched the same working day (excluding Bank Holidays). Orders placed after this cut-off time are despatched the following working day. This information is also displayed via the countdown timer shown on our website header and also on each product page.

Because your order was placed after the 3:00 PM cut-off on Friday 20th February, it was processed and despatched on the next working day, Monday 23rd February 2026, via a next working day delivery service as chosen.

Regarding communication, we can confirm that your enquiry sent on Sunday 22nd February 2026 at 15:04 was responded to on Monday 23rd February 2026 at 08:46am. Within our 24-hour response target. We are very sorry if this email did not reach you. Occasionally, our replies can be filtered into Spam or Junk folders, so we kindly recommend checking there in case it was misdirected.

For any future queries, we can be contacted via info@fixtrade.co.uk or through the query form on our “Contact Us” page. We are committed to responding to all enquiries as quickly as possible.

We sincerely apologise for any frustration caused and appreciate you bringing this to our attention.
If there is anything further we can assist you with, please do not hesitate to get in touch. We’re always here to help.

Apologies for any inconvenience caused.

Customer Service Team

FixTrade.co.uk

Reply from FixTrade.co.uk

Aug 6, 2025

Hi Simon,

Thank you for taking the time to share your feedback. We’re very sorry to hear about your recent experience with FixTrade.co.uk, and we sincerely apologise for the inconvenience caused.

After carefully reviewing your order, we can confirm it was split into two parcels due to the size and nature of the items purchased, which required different delivery carriers. While one parcel arrived on time, the second unfortunately experienced delays and appears to have been lost in transit. We fully understand how frustrating this must have been and we are truly sorry.

With regard to your communication with our customer service team, we aim to respond to all queries within 24 hours on working days. According to our records, your messages were responded to within this timeframe, except for those sent late on Friday evening and early Sunday morning, which were answered on the next working day. However, we appreciate that the handling of your enquiry could have been more efficient and we apologise that you were left waiting.

As requested, a full refund was issued for the missing items, and your comments have been passed on to the relevant teams to help us improve our service.

We completely understand your disappointment and regret that we were not able to resolve this to your satisfaction. Should you decide to give us another opportunity in the future, we’d welcome the chance to provide you with a better experience.

Kind regards,

Customer Service Team

FixTrade.co.uk

Reply from FixTrade.co.uk

Apr 24, 2025

Hi there,

Thank you for your feedback, and please accept our sincere apologies for any inconvenience caused with your recent order from FixTrade.co.uk.

We’ve looked into the issue carefully. It appears you reached out to us via eBay on 01/04/25 in regards to; "I need to return this item. I opened a return and accidentally closed it as I was trying to attach images." It appears a customer service team member responded on 03/04/25 advising that as your return was opened via eBay. Unfortunately, we have not control on re-opening your return. They advised that you contact eBay's customer service team directly. As they will be able to assist further on re-opening your return. Unfortunately, we are unable to locate any further communication past our response on 03/04/25.

From order details. It appears you successfully managed to return you order. As your return was received and processed by our returns team on 15/04/25. It appears a full refund was issued accordingly.

It also appears a payment dispute was opened by yourself on 23/04/25. This was closed within 24 hours of opening due to your refund already been processed on 15/04/25. A refund transaction ID was provided.

Thank you for taking the time to share your feedback with us. Please rest assured that your comments are valued and will be forwarded to the appropriate team for their review and consideration.

We sincerely apologise for any inconvenience this may have caused. If there's anything else we can assist you with in the meantime, please don’t hesitate to reach out.

Apologies for any inconvenience caused.

Customer Service Team

FixTrade

Reply from FixTrade.co.uk

Updated Apr 18, 2025

Hi there,

We would like to take this opportunity to sincerely apologise for any inconvenience you may have experienced during your recent order with FixTrade.co.uk.

We’ve taken the time to thoroughly review the matter. It appears your order was fulfilled and despatched from us within the provided despatch period. However, from carrier tracking information. It appears there has been no movement for delivery. We presume your order has regrettably been lost in transit.

A customer service team member advised you that as your order was placed via Amazon. Unfortunately, we were unable to offer a replacement order. Instead, a full refund was issued.

In regards to contact information. Unfortunately, we do not have a customer service telephone line. All customer queries are dealt via email or marketplace messaging services on an oldest to newest basis as this is the fairest way to deal with all customer queries.

Regarding product pricing. It appears our product pricing remains the same as your original order product price. It could possibly be that you are seeing the product price from another Amazon seller.

Please be rest assured your feedback is important to us so we'll make sure that your comments are passed on to our relevant department for their consideration.

We are sorry once again for any inconvenience, if you do need anything else in the meantime please don't hesitate to contact us.

Kind Regards,

Customer Service Team

FixTrade

Reply from FixTrade.co.uk

Feb 23, 2025

Hi there,

We would like to take this opportunity to apologies for any issues you have had with your recent experience with FixTrade.co.uk.

Having a look further into this matter. We can only locate one customer query received in relation to your order sent on 03/02/25. A customer service team member responded within 24 hours. It appears your order placed with us on 30/01/25 was returned back to us by our carrier due to an "Incorrect Delivery Address." It appears your entered delivery address did not include a house name or number.

We can confirm that our returns team processed your returned order with a full refund issued. If you have yet to receive a refund. We kindly ask that you get back in touch with us at your earliest convenience. We will be able provide you with a transaction reference number. This will allow you to provide to your payment provider for them to locate your refund.

Apologies for any inconvenience caused.

Customer Service Team

FixTrade.co.uk