“Not great service from Calor, I ordered a bbq on Sunday, and I paid for the 2 working day delivery, and I rang on Wednesday to find out where it was. I was advised that it would be delivered some time next week as it needed a pallet. Which I was shocked at. I required the bbq for Saturday, I questioned the staff member who checked again, and found he was wrong, he said it would be delivered on the Thursday- over the time frame I had paid for it to arrive. Then at 4pm on Thursday I rang as it still hadn't been delivered and I was told that dpd were running a day behind and that it was coming on Friday.. not impressed that you couldn’t even call to let me know that again it would not be delivered. When it did arrive I opened it to find that it was the “wrong colour” I rang back and spoke to a staff member who advised they didn’t even do the colour I had bought, at this point because of the delays in getting the bbq to me it was too late to find another bbq, very disappointed as I only bought from you due to the colour of the bbq, shown on a google search AND on the website. I am now stuck with a £200 bbq in a colour I did not want. I have also been promised twice that my delivery fee, albeit only £2 would be refunded. It still has not been. Had you delivered my bbq on time I would have had time to go and get a different one, due to the issue with the colour. Not impressed”
Thank you for your feedback Bethany, it is very important to us. We are sorry to hear that your BBQ arrived later than expected. On occasion, the courier providers we use do encounter unavoidable delays and unfortunately, we are not made aware of these delays to enable us to pass this information on to customers.
We can see from our phone records that our Customer Service Advisor did offer to swap the BBQ over for you due to the wrong colour being sent. After some investigation, it arose that the incorrect colour was advertised on the website and we only stocked the colour you received. Due to this error, we offered to have the BBQ collected and have no record of you coming back to us with your decision. We can confirm that a refund has been processed for the extra you paid for 48-hour delivery and we apologise for the inconvenience this caused you.
Thank you for your feedback, it is very important to us. We are sorry to hear that your order arrived later than expected. We can see that your order was placed on our website on Tuesday 1st June at 15.58 which is after our 12-noon cut-off time for same-day dispatch. This resulted in your order leaving us on Wednesday 2nd June and was scheduled to arrive on Friday 4th June. We can see that your order arrived one working day late on Monday 7th June. A refund will be processed for the extra you paid and we apologise for any incorrect this delay caused you.
Thank you for your feedback Lisa, it is very important to us. We are sorry to hear that your order arrived one day later than scheduled due to courier delays. A refund for the extra you paid has been processed. We apologise for any inconvenience this has caused you.
“My first purchase of the Gas2Coal 440 BBQ (Mar 2021) had to be returned as it had incorrect parts in the box.My email to Customer Services wasn't responded to until I called 5 days later. No more BBQ in stock, so no BBQ for the Family plus guests that weekend. So move forward two months and I was able to reorder the same G2C 440 BBQ at a higher price; someone profiteering? BBQ arrived but this time the plastic base counterweight is leaking it's granular contents everywhere. Email Customer Services and once again days later still waiting for a reply. Guess I'll have to call Customer Services to get some response.
I'm not optimistic.....”
Thank you for your feedback Andrew, it is very important to us. We are sorry to hear that your second BBQ has developed a fault and that you are still waiting for a response to resolve this. We can confirm that a member of our Customer Service Team is going to send you out a replacement today of the faulty part and a refund for the increased price difference is being refunded back to you. Unfortunately, prices are increasing on a lot of products due to the fluctuation in container and transportation costs which is unavoidable. We apologise for any inconvenience this has caused you.
Thank you for your feedback Karen, 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.
“Great BBQ, Great delivery service.
The quality of the materials used are first class and it is particularly good that every part is replaceable when needed.
The same cannot be said about Calor Gas Ltd. I tried ten local suppliers to get a Green Patio Gas cylinder but all resellers in the Southeast have told NOT TO ISSUE ANT NEW CYLINDER AGREEMENTS. Ridiculous!!! A new BBQ and cannot get a gas cylinder. Just like buying a new car and being told you aren’t allowed to buy petrol.
Make certain you have an appropriate cylinder before considering purchase.”
Thank you for your feedback Michael, 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 part I received didn’t fit despite measuring and the returns process was difficult, which they don’t provide return postage, and now they are saying they haven’t received my return so won’t issue a refund.”
Thank you for your feedback, it is very important to us. We can see that your item has been received into our warehouse and a refund has been processed by our Accounts Team this morning.
“Its funny you should ask actually.
I bought a very expensive 3 burner cast iron stove. It seemed a bit cheeky to charge extra (as it was already nearly £300) for express delivery but It was very important that i get it by a certain date.
That date arrived and no sign of it, nor the next day, nor the next, only 4 days after the guaranteed date did it actually arrive. We opened the box and it was broken. They said someone would come pick it up and on the same day they would dispatch a replacement. The day of arrival came and nothing. So i ring them up and they say "We never sent it out on the day we said, but you will get it by X day."
That day comes and nothing arrives. I ring them up again and they say that its lost in transit, they will investigate and ring me back. Naturally no response so I ring again and they say they havnt found anything out but will now try.
A few days pass and the burner turns up at the Billing address (some 15 miles from the Delivery Address), so we drive all the way and collect it and guess what - its broken in numerous places.
We ring them up and they come and collect, we get a refund. A HUGE waste of everyone's time from start to finish, I wish I had been warned of this company before wasting so much of my life on them. 1 star feels a bit generous.
Positives - the guy on the phone was nice, there wasn't long queues for support.”
Thank you for your feedback, it is very important to us. We are sorry to hear that your original order and your replacement arrived damaged. Unfortunately, we have no control over damages occurring during transportation, however, these have both been logged with our courier provider. We can see that your original order was due to arrive with you on Friday 7th May but it arrived one working day later on the Monday. Your replacement order was mistakenly sent out to your billing address instead of the stated delivery address which we apologise for. We can see that a refund has now been processed and apologise for the inconvenience this has caused you.
Thank you for your feedback Graham, it is very important to us. 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.
“The appliance that was sent to me,was faulty,secondhand, and the commision date was 2009.
after speaking with the Tec dept ,They had not got a clue why a simple unit LPG water heater,would not engage the burners etc.As an ex Tec/Gas Inspector/Installer, my opion too many wanna be clever parts, do us all a favour. Keep it simple, Dont do the Worcester ( Im Posh,but rubbish).Hype...Could be a lil cracker.(Ferrolli Tec) nice guys,after service Top notch, " Calor Appliances ltd" ,Could not fault there After care/and Polite buisness style.. Sorry guys, But.. Recommend them anytime...We all have a bad one,in life.. Burt.”
Thank you for your feedback, it is very important to us. We are sorry to hear that you had issues with your Water Heater and that you were not satisfied with the response from the manufacturer. We apologise for any inconvenience this has caused you.
Thank you for your feedback Dan, it is very important to us. We have checked your tracking and can see that your parcel was delivered by DPD on 18/04/21. We have sent a delivery photograph through to a ticket we have opened.
“Ordered on 8/4 paid 9/4
YouTexted that delivery would be made on 21/4 (far far too slow) but this was not made and no communication made to me as to why not.
No way of contacting Calor given to me. Name of distributor and contact not given to me.
2 calls and 25 minutes to assumed distributor showed order was not on system
3 calls to Calor to register this - staff quite unready for such a query
A total shambles.
I still haven’t heard of when it will be delivered.
Very unhappy”
Thank you for your feedback Anthony, it is very important to us. We can see from the tracking information that your order left us on 09/04/21 and was delivered by Royal Mail on 14/04/2021. 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.
“I bought two items from you a double automatic connection for propane calor gas bottles and a spanner. With a name as being one of the best in the business I was more than disappointed.You only had to pack two items in a box but only one turned up. You guessed it no spanner and no reply to my email what useless service you have given.”
Thank you for your feedback John, it is very important to us. We are sorry to hear that you are missing a product from your order. Unfortunately, we cannot find your email on our system 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.
“I ordered a Char-Broil 440 from you in time for the Easter weekend and a BBQ with 6 family members as allowed.
In putting the BBQ together in line with the instructions, I find that some of the parts included are incorrect!
I emailed pictures of the wrong parts vs the instructions clearly showing what was wrong; three days later I have heard nothing from you? I find a telephone number and speak to Customer Services who tell me the parts have to be ordered from Denmark, they don't know how long it will take and no apology.
Equals Easter weekend family BBQ RUINED!”
Thank you for your feedback Andrew, it is very important to us. We are sorry to hear that some of your BBQ parts are incorrect which has prevented you from using it. Unfortunately, we did not receive the initial email you sent in along with the photographs due to a system error which is currently being looked into. The missing parts have been requested from the manufacturer who is based in Denmark as we do not keep spare parts here. We apologise for the inconvenience this has caused you.
“The order arrived on time, but a part was broken when I opened the parcel. I have emailed the company twice to obtain a replacement part but 10 days later and have not had a reply of any sort yet, so i will give it another day or so and will then phone up to chase.”
Thank you for your feedback Ian, it is very important to us. We are sorry to hear that your product arrived damaged. Unfortunately, we can not find any email on our system. A member of our Customer Service Team will be in contact with you to have this resolved and confirm the email address you have been using to report this to us. We apologise for any inconvenience this has caused you.
Thank you for your feedback Robert, it is very important to us. We are sorry to hear that you have not received your full order, however we can not see anywhere on our records where this has been reported to us previously. 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.
“Haven't been able to use it as I cannot get the gas I need and if I cannot get the gas then I don't know which hose and regulator to buy. I phoned customer services several times in order to get advice and got put through to a completely different company who couldn't offer anything at all. Not impressed by the service or so cannot tell you about the product I bought.”
Thank you for your feedback Dianne. 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 the 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.
“Be prepared to pay all expenses in sending incorrectly ordered items back to this company with no help in sorting out...... plus I’ve ordered some more items for less elsewhere”
Thank you for your feedback James, it is very important to us. We can see from our records that you sent an email in informing us that you had ordered an incorrect product and would like to return it for an exchange. Unfortunately all unwanted items have to be returned to us at the customers expense.
