Thank you for your feedback Steven, it is very important to us. We are sorry to hear that your product arrived damaged. We can see that you have been dealing with our Customer Service Team and on inspection of the photographs provided there seems to be a manufacturing fault with the product. We can see that a replacement is being sent out to you to resolve this. We apologise for any inconvenience that has been caused.
“I cannot fault the product (Gas 2 Coal)and I am very happy with that. However, the delivery experience was appalling. No communication from the courier (or Calor) whatsoever to provide a delivery day/time... or any communication to explain that delivery would be late. No availability at weekends either.”
Thank you for your feedback Tony, it is very important to us. We are happy to hear that you are pleased with your BBQ but that you had some issues with the delivery. You should have received a booking in phone call from the delivery depot to arrange a suitable day and time for the delivery to take place so we apologise that this did not happen and will certainly follow this up with the delivery company. Unfortunately, deliveries are on weekdays only. We apologise for the delay and any inconvenience that was caused.
“44569881 (changed to account 49060493 but this account isn't finalised)
I'm in a terribly stressful situation due to Calor admin team inefficiency.
I tried to place a gas order using the account 44569881 and 2 days have passed since I wanted to place an order and request a delivery and a lot of my time and stress trying to get somewhere.
I have small child to cook and look after so having a situation like this isn't acceptable, and I'm totally in this situation due to your lack of efficiency by us having a letter sent only on the 6th April (which still haven't arrived by post in full) to a surprise of new account created when previuos account holder informed Calor on 6th Jan the need of changing names to this account 44569881. If Calor had been more efficient in this matter we would have received the welcoming letter back then, and all orders would have been smooth ever since we informed the change of names. Since January Calor knew that new names could call Calor and make orders, and that actually happened in January when I prepaid for 1/2 tank to be delivered (which was delievered in full tank withou account holder consent or mine).
Calor services are too expensive and terrible in quality. I'm not happy and won't proceed any longer with Calor under account 49060493, reasons as follows:
- after 2 days I'm still stuck having to be forced to pre-pay in order to have gas delivered, even so all above was explained;
- having to be forced to talk to endeless people that actually can't help offering only 1 option of solution (pre-pay gas) even though you have been poor of not sending paperwork sooner;
- not listening and being flexible even though I have 10% gas in the tank and a child to look after;
- was forced to be in a position to pay full tank (drivers fault to fill tank) even so I requested and pre-paid 1/2 tank delivery (previous order on the account 44569881) to then to be chased to pay all in a very threatening manner...with no responses to endless emails sent explaining the matter, also to be ignored and kept receiving threatening letters by post! All with previous account holder copied on the emails;
- charging more than any other supplier and not being able to really care for customers, terrible customer service (only from Matt @ Plymouth office) I managed to get a sense of a human behind the call that really wanted to help);
Due to all of this, I'm now looking to another supplier and should finalise the deal today to a cheaper, quicker, more responsive and better customer service supplier.
As previous account holder and myself have been notified by the Calor team saying that account 44569881 is now closed we understand that this account is no longer in use and with zero balance. No further payments are requested as you obviously managed to close this account. You can only close an account fully if the balance is zero. If the balance isn't zero the account is open and previous accountholder would have been able to place an order yesterday as this was adviced by a Calor team member in one of endless calls (he tried and was informed that the account is now closed). We now understand that this account is no longer available and alive and with zero outstanding to pay.
I can assure you I have no longer interests in carrying on with Calor and the new account created is not in our agreement since we haven't signed the contract. Clearly you need the signature to progress with this account as I was not able to place an order myself yesterday due the fact that the new account 49060493 was not completed/finalised. This was informed to me many times by the Calor team on emails and calls. The only way I could place an order was if I pre-paid under account 4960493 on which isn't even in place or finalised, knowing I just had paid the outstanding balance for the account 44569881 of £420. How come Calor believes that a customer can pay £800 worth of gas in one lump sum in one month with NO room or openess for negotiation?? Unbelievably unfair and not human! Very stressful for me and my family living in the condition of 10% gas at the moment not knowing if we can cook or not! No kindness or willingness to help from the Calor team throughout all conversations in the last 6 months!
My complaint is about Calor creating stressful situations for me and my family, making it difficult to place an order and get a delivery of gas, even so we expressed the urgent need. Gas is an essential service and Calor can't not by law refuse it or make it difficult. Can't not dictate pre-payments at such a high price! Very stressful!
I now request compensation for this situation under the accounts 44569881 & 49060493.”
Thank you for your feedback, it is very important to us. These reviews are for the Calor Appliance online shop only. We will pass your feedback on to the relevant department.
“Base turned up broken. Rather than just replacing the whole product they have asked the manufacturer to replace the broken part and a over a week later I’m still waiting for delivery date.”
Thank you for your feedback David, it is very important to us. We are sorry to hear that the base of your product arrived broken. Unfortunately, we do not keep spare parts and had to request this directly from the manufacturer. We apologise for any inconvenience this caused you.
“Colour Gas lorries are always breaking down so colour. Gas are not investing in maintenance all the lorries, so I think this is an excuse for late deliveries and unethical work practices.”
Thank you for your feedback Andrew, it is very important to us. You have left a review on the Online Appliance Shop however, we will pass this on to the relevant department.
“My review is Simple - you are Calorgas I purchased from you thinking I could actually get gas from you! Selling fires with no ability to use them is utterly useless!
Please find a way to ALLOW each customer gets a tank with purchase - no problem paying but make sure you get this sorted to ensure customers can use their purchases!”
Thank you for your feedback Michelle, it is very important to us. We are sorry to hear that you were experiencing issues getting a gas cylinder. If you are still experiencing problems, please contact our Customer Service Team and they will try and assist you.
“The customer services here is appalling. all let down by an agent by the name of Tamara, who feels it appropriate to send patronising emails to customers with information that is the complete opposite to multiple call agents. Saying this, These call agents, despite being polite and friendly, also provided conflicting information to each other. Tamara was quick to patronise me via emails but was happy to ignore my emails for a few days when I displayed any level of dissatisfaction as a customer. do not recommend as the customer services is let down by this individual.”
Thank you for your feedback Caitlin, it is very important to us. We can see that the original order you placed was cancelled due to the item being out of stock and a voicemail was left informing you of this. The 2nd order you placed was completed two days after the original order. Unfortunately, due to the volume of orders we receive, our Dispatch Team does not group orders together for customers as they print out at different times.
We are sorry to hear that you are not satisfied with the response you received from our agent however, we can see that they were informing you of the return procedure which is stated in our Terms & Conditions and informing you that the cost would have to be covered by yourself. We can see that our Customer Service Team is still in communication with you regarding this via the ticket you opened.
“Worse customer support I’ve encountered, purchased a 9kw gas burner but unfortunately arrived damaged, I contacted Hamilton Gas Products and sent them detailed pictures and a description of the fault. I was told that this was just a bolt on part and one would be shipped direct from the manufacturer. The part finally arrived eight days after the initial delivery and I wasn’t surprised that they had sent the wrong part making it very clear that they hadn’t took any notice of the details I had sent. I then emailed them to be told I could return it for a refund but unfortunately they are no longer in stock. Wanting to keep the item, I contacted the manufacturer myself and the part was shipped free of charge and arrived the following day. The part is now fitted and the gas burner is now working no thanks to Hamilton Gas Products. So if you enjoy fixing things that you have just purchased brand new use Hamilton Gas but if not suggest shopping elsewhere.
This is what I have just left on Google review, hope this answers your questions.”
Thank you for your feedback, Stuart. it is very important to us. We are sorry to hear that your order arrived damaged. We can see that you reported this to our Customer Service Team and they ordered the replacement part directly from the manufacturer as we were out of stock at the time and were unable to send a replacement from us. Unfortunately, the manufacturer sent you the incorrect part, despite us requesting the correct part. We are glad to hear that you received the correct part and that your product is up and running. Thank you for taking the time to leave us some feedback and apologies for any inconvenience that was caused due to the manufacturer sending the wrong part initially.
“ABYSMAL SERVICE! AVOID CALOR.
they will happily sell appliances for which they are unable or unwilling to supply fuel.
WARNING; there appears to be a long-running problem with the availability of bottled gas and Calor will not supply gas cylinders to new customers even if they have been sold a Calor appliance.”
Thank you for your feedback Alec, it is very important to us. We are sorry to hear that you are having issues with obtaining a gas cylinder. We do have a statement on our website regarding this, as some areas are struggling to provide cylinders without an exchange cylinder. If you are still having issues, please get in touch with our Customer Service Team, and they will assist you in trying to locate one. We apologise for any inconvenience this has caused you.
“Ordered a single ring outdoor burner on 15/12/22. Was told it was with DPD, on their tracking search it is still down as not received.
Paid £5 for 3-5 day delivery, 29/12/22 today and no product delivered. Called office, currently not open until 03/01/23. Not impressed with Calor, should have gone with my first thought and ordered through Amazon”
Thank you for your feedback Glenn, it is very important to us. We can see from our records that your original order was lost by the courier and a replacement order was sent out to you which has been received. We apologise for the delay and any inconvenience this caused you.
“Was given a two day delivery slot which turned into 7 day wait not a good start, also the fire purchased is very flimsy made with very thin steel and wobbles and opens up the back when ever its moved as it has only magnetic cabinet catches to hold it . is not worth the £185.00 price tag two heat settings only and no comfy glow, would return but to much hassle to be honest. Would not give any stars if possible as total rubbish item”
Thank you for your feedback David, it is very important to us. We can see that your order was placed on Wednesday 14th December at 19.16 which is after our 12-noon cut-off time for same-day dispatch. Your order was dispatched out the following day and as you chose the 2 working day delivery option, your order was expected to arrive on Monday 19th December. Unfortunately, due to the industrial strike action by Royal Mail, this put huge pressure on all couriers which caused unavoidable delays. We can see that your order arrived 2 days later than expected on Wednesday 21st December. We will have a refund processed for the extra you paid for the faster delivery and apologise for any inconvenience this delay caused you. We will pass your feedback on regarding the heater to the manufacturer.
Thank you for your feedback Tariro, it is very important to us. We are sorry to hear that your heater arrived damaged however, we can see that a collection was arranged and a refund has been processed as per your request. We apologise for any inconvenience that was caused.
“The heater came with the ignition cable detached from the spark plug and i had to fiddle around with pliers and torches to reconnect it to make it work.”
Thank you for your feedback, it is very important to us. We are sorry to hear that your heater arrived with the ignition cable disconnected but that you were able to solve this quickly. We apologise for any inconvenience this caused you.
“Bought a calor gas heater that takes a 15kg butane gas bottle but little unbeknown to me there is a global shortage of gas bottles ( you can only refill an existing one). I called Calor Appliances and asked them for a solution as all local supplierd said that they won't sell me a new bottle and Calor said that is not true and someone would call me to source a bottle, a week later I'm still waiting for a call/response. Very poor customer service.”
Thank you for your feedback, it is very important to us. We are sorry to hear that you are having issues with obtaining a gas cylinder. We do have a statement on our website regarding this, as some areas are struggling to provide cylinders without an exchange cylinder. If you are still having issues, please get in touch with our Customer Service Team, and they will assist you in trying to locate one. We apologise for any inconvenience this has caused you.
Thank you for your feedback David. Customer satisfaction and providing a good quality service to all our customers is very important to us. I can see one of our Customer Service Team has been in contact with you and a resolution has been reached, apologies for any inconvenience caused.
“Recently order a gas heater that came very badly dented. Contacted customer support that has been less then helpful after chasing them on several occasions i was tild .couldnt offer me a replacement as they have sold out so they offered me a full refund which would leave me without a heater which is not a option or a poor discount of only £30 on a £300 product to keep the damaged unit I would avoid calor at all costs and shop elsewhere”
Thank you for your feedback, it is very important to us. We are sorry to hear that your heater arrived damaged. We can see from our records that our Customer Service Team offered to collect the heater for a full refund as we are unable to provide a replacement due to the product being out of stock or swap it for a different model and refund the difference. Both options were declined and a large discount was requested. A suitable discount was offered and we are still awaiting your acceptance.
“1st item I ordered was sent with the wrong item. I sent it back having to pay postage,m still waiting on refund. Ordered the item again and never received it.contacted company still waiting on response...”
Thank you for your feedback Richard, it is very important to us. We are sorry to hear that received the wrong product on your original order however, we can see that once we received this back a refund was processed. If you had contacted our Customer Service Team to inform them of the error we would have arranged a collection or sent a pre-paid postage label for you to return the item back to us. The second order was delivered to the incorrect address by the courier and a replacement was sent out to you once this had been reported to us. We apologise for any inconvenience that was caused.
“The company they outsource their deliveries to are terrible.
When you are you are promised a call to arrange a delivery slot as the product is heavy & is delivered on a palette. I received nothing from them. The delivery guy turn up unplanned, I was really unwell with covid & explained I lived on my own.
I told him I'd had no call to book a delivery slot, ask him if he could take the heater on the trolley round the back of the house, he said no, he'd just leave on the pallet at the front of the house were everyone could see it. I asked how was I meant to move it with being ill, he just said oh it will be alright there.
Phoned Calor Appliances, nice agent he apologised said he would call the delivery company & that was that. I was left with the heater sitting outside my house where it was clearly visible from the main road I.e anyone could take it & being very poorly with covid unable to get help.”
Thank you for your feedback Meriel, it is very important to us. We are sorry to hear that you did not receive your book in phone call from the delivery depot. We will certainly look into this further with them. Unfortunately, pallet deliveries are kerbside only and this is stated on our website to inform customers prior to an order being placed. Despite this fact, had you received a book in phone call, you could have explained this to them and delayed the delivery so we apologise that this did not happen.
“Unfortunately I cannot offer a review as although I now have a regulator a hose and a stove am unable to use as calor will not supply a gas bottle. A pretty expensive pointless purchase”
Thank you for your feedback John, it is very important to us. We are sorry to hear that you are having issues with obtaining a gas cylinder. We do have a statement on our website regarding this as some areas are struggling to provide cylinders without an exchange bottle. If you are still having issues, please contact our Customer Service Team and they will assist you in trying to locate one. We apologise for any inconvenience this has caused you.
