Contacting Customer Services at Flaming Barbecues

Kybotech Limited own and operate a number of on line retail stores including Flaming Barbecues, Simply Fitness equipment and Simply Garden Furniture. We ship thousands of orders a week successfully but very occasionally problems do and can occur and you may need to contact us here at customer services. The following will list our contact methods and what you can expect once a contact is made.

Methods of Contacting Us

Telephone

By Telephone on 01636 822883 (Calls from BT landlines cost between 5 and 10 pence per minute. Callers in the UK pay the same call charges irrespective of National Geographic Location. Calls from mobiles may vary).

Your call will then be answered by one of our experienced customer service team who are there to help you. Please supply them with your order reference number and details of the query/problem/ or question that you may have. Using our computerised order database they will be able to deal with your issue whilst you are on the phone. But please bear in mind that if your item is or has been directly dispatched from the manufacturer then they may need to contact the supplier on your behalf and may therefore need to call you back with the answer. If they do need to call you back they will give you an estimated time when this will be done. If you wish to hold and request to do so they may also be able to contact the supplier. This may not always be possible though. Occasionally our team may also have to contact other departments within our organisation to resolve your issue, this may cause a delay in responding. However, you will be kept up to date with the call progress.

Please do not call chasing delivery unless you have already received your email dispatch notice as we may not be able to offer any delivery update advice.

We operate an escalation process within our organisation. If you are unhappy with the way your call is being handled you may tell the call operator who will then fill out a follow up form for our contact centre line manager. You will not be able to speak to a manager at this point. This follow up form will then be forwarded to the relevant team leader who will aim to respond to your escalation within 1 working day. Where possible we will try to accommodate any timed request for a call back but his cannot be guaranteed.

Our customer service team are here to help but will not tolerate abuse, personal abuse or bad language during a telephone conversation. If this happens they will ask once for this to cease, if it continues our operators will terminate the call without a further warning.

If you wish to call us regarding a parcel that has been received damaged please use the following telephone number only: 0871 230 0084. (Calls from BT landlines cost between 5 and 10 pence per minute. Callers in the UK pay the same call charges irrespective of National Geographic Location. Calls from mobiles may vary).(Please refer to our full terms and conditions for more information).

Further information regarding contacting us and other information can be found in our full terms and conditions which are available on our web site.

Email

If you do not wish to use our telephone service for whatever reason you may also send your query/problem or question to us via email at the following address productsupport@kybotech.co.uk

Your email contact with us will still be answered by one of our experienced customer service professionals. We aim to respond to all emails within 2 -3 working days. We aim to then resolve your issue as quickly as possible. Our team may also need to speak to suppliers or other departments within our organisation in relation to your issue, we try to do this as quickly as possible but delays may occur. However, we use a computerised call logging system which records all email and phone call details and is able to track the progress of your call. We will not forget you, we aim to keep you informed of the progress whenever possible.

Please do not email us and also make a call to us using our telephone service, this may result in delays in answering your query/problem or question. Please also refrain from sending multiple emails to us regarding the same matter unless it is in response of course to an email we have sent you as this may also cause in a delay in responding to you.

Post

You may of course prefer to write to us, if this is the case please address all correspondence to:

The Customer Care Department,
Kybotech Ltd,
Parrk Business Park,
Grassthorpe Road,
Sutton-On-Trent,
Nottinghamshire,
NG23 6QX

If you wish to complain about any part of our service with you please see our section Complaints Procedure which will give you details on how to do this and what you can expect from us.