“I ordered the cooker and then waited for it to arrive but it didn’t. I contacted customer service who informed me that it had been delivered and gave me the date and time, but there had been no cooler delivered to my address. I asked for the photo taken by the courier for proof that it had not been delivered to my address. Which it did, the photo shows my parcel left in an outside storage container that definitely was not mine. I had to walk around my neighbourhood trying to match up the photo to any storage containers that were outside houses. Eventually I found it but no one was home I tried a further five times but still no one home. By now I’m really frustrated with the whole situation and just helped myself to my parcel from the storage container. Very slow customer service response to the situation. Feel very let down by the whole service I received.”
Thank you for your feedback Karen, it is very important to us. We are sorry to hear that your parcel was not delivered to your address and that you had to go in search of the property yourself. We can see from our records that you first enquired about your delivery and that a member of our Customer Service Team responded the same day. Unfortunately, we had to await responses from the courier before we could update you. We have brought this to the attention of the courier and apologise for any inconvenience this must have caused you.
“Good morning ,
Many thanks for the speedy delivery.
However I took the stove away camping for the Grand Prix only to find out that the right-hand burner does not work, which was very frustrating.
Please can you advise me how to get a replacement.
Many thanks,
Lee.”
Thank you for your feedback Lee. Customer satisfaction and providing a good quality service to all our customers is very important to us. I can see from our records you were speaking with one of our customer service team and we are glad to hear you were able to get the issue resolved.
Thank you for your feedback Barrie, it is very important to us. We can see from our records that a member of our Customer Service Team has replied to your email and informed you that a replacement hood has been ordered directly from the manufacturer. We apologise for any inconvenience this has caused you.
“it would have been nice if i were advised that buying a gas cylinder (without an empty) is near impossible. I guess profits are more important than good service.”
Thank you for your feedback Anton, it is very important to us. The past 12 months have been exceptionally unusual and challenging in relation to maintaining a seamless cylinder supply operation for Calor. With operational restrictions in place during the early stages of the COVID-19 pandemic, followed by a period of unprecedented demand for many of our key cylinder sizes, the resulting impact means that we are not able to deliver at our usual speed and efficiency. We are doing our very best to satisfy demand in these challenging circumstances and provide for all of our customers whilst keeping our colleagues and customers safe. However, it has not always been possible to meet demand and we apologise for any inconvenience this may be causing you. We would like to assure you that we are doing all that we can to restore the cylinder availability and delivery status back to our usual high standards.
With the demand continuing to remain high, we have been working tirelessly to increase the number of cylinders in circulation by introducing extended shifts to refurbish existing cylinders as well as purchasing new cylinders to supplement the existing stock. These efforts will take time to add significant stock into the network – but once they do this will allow us to improve our availability and once again provide you with the service you expect from Calor.
“The barbecue was very very difficult to put together. It looks like a really nice barbecue and well made. At the moment it's like an ornament as I can't buy any gas for it due to a world wide shortage of gas cylinders. Can you give an idea when I will be able to purchase some gas. Regards Jeanetta”
Thank you for your feedback Jeanetta, it is very important to us. The past 12 months have been exceptionally unusual and challenging in relation to maintaining a seamless cylinder supply operation for Calor. With operational restrictions in place during the early stages of the COVID-19 pandemic, followed by a period of unprecedented demand for many of our key cylinder sizes, the resulting impact means that we are not able to deliver at our usual speed and efficiency. We are doing our very best to satisfy demand in these challenging circumstances and provide for all of our customers whilst keeping our colleagues and customers safe. However, it has not always been possible to meet demand and we apologise for any inconvenience this may be causing you. We would like to assure you that we are doing all that we can to restore the cylinder availability and delivery status back to our usual high standards.
With the demand continuing to remain high, we have been working tirelessly to increase the number of cylinders in circulation by introducing extended shifts to refurbish existing cylinders as well as purchasing new cylinders to supplement the existing stock. These efforts will take time to add significant stock into the network – but once they do this will allow us to improve our availability and once again provide you with the service you expect from Calor. We apologise for any inconvenience this is causing you.
“I ordered a two-ring gas burner for cooking outside. It came within a reasonable time but the box was inside another box and a hole had been punched in the side of the inner box resulting in one of the three taps being broken. I wrote back to Calor on Thursday 27th May and I am still waiting for a reply (Wednesday 2nd June). I received the request for a review before they answered my damages claim so I can only comment on my treatment so far - which is not good.”
Thank you for your feedback, it is very important to us. We are sorry to hear that you have not as yet had a reply to your enquiry which was sent to us on Thursday 27th May @ 16.57. Unfortunately, we are experiencing a high volume of calls and emails as we close over the weekend and were also closed on Monday for Bank Holiday. This is causing significant delays in our response times. A member of our Customer Service Team will be in touch with you to have this resolved. We apologise for any inconvenience this has caused you.
“I purchased a 20l gas urn, the first time I used it, the water leaked from around the tap. Not something you would expect from a £269 piece of kit. Know waiting for new tap, to see if it solves the issue. This product was not tested prior to dispatch.”
Thank you for your feedback Melvin, it is very important to us. We are sorry to hear that your product is leaking and can see from our records that you have been in touch directly with the manufacturer to have this resolved. Tests are carried out by the manufacturer before being shipped to us. We apologise for any inconvenience this has caused you.
Thank you for your feedback Neal, it is very important to us. We are sorry to hear that your BBQ arrived with parts missing. We can see that a member of our Customer Service Team has been in contact with you to let you know that they are in touch with the manufacturer to request the replacement parts be sent out to you. We apologise for any inconvenience this has caused you.
“Despite twice attempting to contact (during the past few weeks) Calor Appliances via their appliances@calor.co.uk email account they have not even responded to my complaint regarding damage to my purchased item - a Char-Broil BBQ! Really disappointed in this level of customer support/service.....”
Dear Stephen, please accept our apologies for not receiving a reply. We've been having technical issues with our email address for quite some time, and our IT team is working around the clock trying to resolve this.
In the meantime, as we advise on our homepage, "please send your requests via our contact form or forward the original email to support@calor.zendesk.com".
We apologise for the frustration this has caused you.
“The Camping Stove arrived happy with delivery time and very pleased with the stove until I realised that the catch that holds the stove together when not in use is not attached to the body of the stove - I found it lose in the packaging - I am waiting on a response from Calor Appliances?
Please be aware that there are no connections with the stove these you will have to purchase separate.”
Thank you for your feedback Carron, it is very important to us. We are sorry to hear that your Camping Stove has arrived with a broken clasp. We can not find an email on our system from your reporting this to us however, a member of our Customer Service Team will be in contact with you today to have this resolved. We apologise for any inconvenience this has caused you.
“Paid for 2 day delivery and it took 3. They are unresponsive to my request to refund the extra money paid for shorter delivery. Pleased with what I ordered though but miffed that they won’t give me back my delivery fee!”
Thank you for your feedback Richard, it is very important to us. We can see that you placed your order on Wednesday 14th April after our 12-noon cut-off time for same-day dispatch. This resulted in your order leaving us on Thursday 15th April. Our deliveries are working days only so your order was scheduled to arrive on Monday 19th April but fortunately, it was delivered early on Saturday 17th April. Due to your item being delivered earlier than scheduled a refund would not be processed. We have checked our records and can not see an email from yourself requesting a refund.
Thank you for your feedback, it is very important to us. We are sorry to hear that your BBQ has arrived damaged. A member of our Customer Service Team will be in contact with you to have this resolved. We apologise for any inconvenience this has caused you.
“Delivery of my barbecue was great no hassle, arrived on time and well packed and delivered, after I had built the barbecue I connected calor to purchase a gas bottle (going back to the same company ) we’re I was told they could not sell me one as they aren’t taking on new customers at the moment , GREAT sell me a gas barbecue that I cannot purchase gas for , I will never use again .”
Thank you for your feedback, it is very important to us. The past 12 months have been exceptionally unusual and challenging in relation to maintaining a seamless cylinder supply operation for Calor. With operational restrictions in place during the early stages of the COVID-19 pandemic, followed by a period of unprecedented demand for many of our key cylinder sizes, the resulting impact means that we are not able to deliver at our usual speed and efficiency. We are doing our very best to satisfy demand in these challenging circumstances and provide for all of our customers whilst keeping our colleagues and customers safe. However, it has not always been possible to meet demand and we apologise for any inconvenience this may be causing you. We would like to assure you that we are doing all that we can to restore the cylinder availability and delivery status back to our usual high standards.
With the demand continuing to remain high, we have been working tirelessly to increase the number of cylinders in circulation by introducing extended shifts to refurbish existing cylinders as well as purchasing new cylinders to supplement the existing stock. These efforts will take time to add significant stock into the network – but once they do this will allow us to improve our availability and once again provide you with the service you expect from Calor.
“We had the heater delivered (albeit a week later than we were told) but have had terrible trouble finding a supplier who will sell us a bottle of butane. This should have been highlighted or even better Calor should have linked us with a local supplier who would not have told us they could not help. We still do not have butane. Not a great experience unfortunately.”
Thank you for your feedback Karol. Customer satisfaction and providing a good quality service to all our customers is very important to us.
The past 12 months have been exceptionally unusual and challenging in relation to maintaining a seamless cylinder supply operation for Calor. With operational restrictions in place during the early stages of the COVID-19 pandemic, followed by a period of unprecedented demand for many of our key cylinder sizes, the resulting impact means that we are not able to deliver at our usual speed and efficiency. We are doing our very best to satisfy demand in these challenging circumstances and provide for all of our customers whilst keeping our colleagues and customers safe. However, it has not always been possible be meet demand, and we apologise for any inconvenience this may be causing you. We would like to assure you that we are doing all that we can to restore the cylinder availability and delivery status back to our usual high standards.
With the demand continuing to remain high, we have been working tirelessly to increase the number of cylinders in circulation by introducing extended shifts to refurbish existing cylinders as well as purchasing new cylinders to supplement the existing stock. These efforts will take time to add significant stock into the network – but once they do, this will allow us to improve our availability and once again provide you with the service you expect from Calor.
