“Hello am really disappointed as I have just purchased a brand new heater and have been informed that I cannot get a gas bottle to use it .this should be stipulated on your advert to let customers know .”
Thank you for your feedback Paul, 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.
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 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.
“I bought a Foker stove and on purchase I discovered that you then cant buy propane or butane gas canisters to use with it! Fok.
When looking back at the Calor website it does say somewhere on the page but it should be more obvious when clicking on the product or in you shopping cart warning you that you won't be able to use the product unless you already own a gas canister.
Calor are taking advantage of customers here and it's disappointing.
1 Star.”
Thank you for your feedback Thomas, 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.
“Nice fire - great quality but absolutely useless because it seems that you have to have an empty Calor Gas bottle in order to get a full bottle of gas - nobody will sell me a new bottle”
Thank you for your feedback Laurence, 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.
“I seemed to have recieved the wrong colour..but more to the point you cannot purchase a cylinder to run it as there is a countrywide shortage.. and noone will sell you a refill without a cylinder to swop.. Calor knew this and yet still selling the product without warning I paid 399+ for this and cannot use it!”
Thank you for your feedback SJ, it is very important to us. We can see from previous correspondence to our Customer Service Team that you received the colour that was on your order and they have also been helping you locate a cylinder.
“Two weeks later and I haven't received the heater. So I've just clicked on the tracking number which took me to the delivery company DPD. Their message 'Return to consignor had been requested'. What's that all about? I'm then invited to enter my postcode 'to unlock live tracking & view your delivery options'.
Doing so produced the message (repeatedly) 'unexpected end of JSON input' 'Try again'. I'm a very unhappy customer.”
Thank you for your feedback Graham, it is very important to us. We are sorry to hear that you did not receive your order that was originally sent out from us. We can see that your order was sent back to us from the courier and our Customer Service Team sent it back out to you and it has now been received. We apologise for the delay and any inconvenience that this caused.
“Awful - happy to sell you an appliance but don't let you know the bottles to use in them are impossible to get hold of. Complete waste of money and will never buy from you again. Your helpline was incredibly rude when approached for help too.”
Thank you for your feedback, it is very important to us. We are sorry to hear that you are experiencing difficulties with sourcing a gas cylinder. If you are still having trouble, please contact our Customer Service Team and they will try and assist you.
“No after sales service. Phoned to ask how opened and when arrived opens at the back not the front, also depth dimensions out by several cms, no phone back, I have called 3 times and nobody has resolved issues, I asked if the could send a new top but no reply, and then discovered too big and phoned back, still no response. Would of ordered locally had I know and paid an extra 10 quid, would never buy from them again!”
Thank you for your feedback Jane. Customer satisfaction and providing a good quality service to all our customers is very important to us. I can see from our records that you have been dealing with our Customer Service Team and a resolution has been found.
Thank you for your feedback Gemma. Customer satisfaction and providing a good quality service to all our customers is very important to us. I can see you were in contact with our customer service team who investigated this matter with DPD and your parcel was delivered a few days later. Apologies for any inconvenience caused.
“I have never come across such an…
I have never come across such an incompetant 'National' company as this shower. Billing errors left,right and centre. Unable to get put though to the right person. Cut off numerous times. Zero customer service. Guess what? I do not recommend this company at all. If you have another option....TAKE IT!”
Thank you for your feedback, it is very important to us. We are sorry to hear that you are not satisfied with the service we have provided. Unfortunately, your review has come through under anonymous which does not provide any order details so we are unable to help you further as we can not locate your contact details. Please contact our help desk and raise a ticket, using the reference "Reviews.IO" so we can assist you further. We apologise for any inconvenience this has caused you.
“The appliance is from very satisfying quality, heavy duty cast iron. BUT: the retailer mentioned on your website to buy the corresponding Calor gaz bottle was not able to sell us any one, as you don't supply them with new gaz bottle for new customer, and only do refill!
So what's the point in selling products if you can't have them working for lack of gaz bottles!!!”
Thank you for your feedback Mark. It is very important for us to ensure our customers are provided with the highest quality of service and products. If you’ve got an empty gas bottle, you can exchange this for a like-for-like replacement at one of our Calor retailers nationwide. We recommend calling your local retailer to check availability and opening hours before travelling. There’s currently a hold on new cylinder issues so if you’re looking to buy a new bottle, I’m afraid we won’t be able to help just yet. Gas bottles are also unavailable on our online shop at present. We encourage customers to return any empty or unused cylinders to improve availability. If you have a gas bottle to return, please call your local Calor Distribution Centre (CDC), who will be able to advise accordingly.
“My sister in law ordered a fire received a Calour gas bottle too. Delivery man put fire in garage for her. I received no bottle, when I asked why she was given one, I received no reply. Delivery isn’t made clear it’s placed outside your door on a pallet. If your elderly you are expected to lift it up stairs yourself. Disgraceful attitude of delivery man too. B and q bring into your home for you. My neighbour witnessed what happened to us. My Husband was in agony with strained muscles. He has a hernia now.”
Thank you for your feedback Karen, it is very important to us.
We can see that you sent an email to our help desk on 2nd August at 12.15 regarding the gas bottle and that this query was answered the same day at 15.09. For a quicker response to questions, it is best to ring our Customer Service Team on the number provided on our website.
We ship directly from N Ireland and as explained when we answered your query regarding the gas bottle, we have never dispatched gas as it is not something that we can do from our location. Your sister may have ordered her gas to come from a local Calor Centre at the same time she ordered her heater however, this option was available several years ago before we took over the distribution from N Ireland. Our website does not state that gas is supplied.
The product you ordered is an oversized item which leaves us on a pallet due to its weight and to prevent any transportation damage. Our website states the following information to ensure customers are fully informed before purchasing:
A pallet delivery firm will deliver your item between the hours 08:00-18:30 usually 3-4 working days after your item has been dispatched. All large item deliveries are 'kerb side' only which means the driver will NOT be able to take items into your delivery address. The receiver must arrange for larger items to be taken from the driver - heavy items will need 2 persons. Please note that the driver will not take the pallet back.
“The gas fire was useless, followed the instructions on how to light but I do have experience of calor gas fires. It took a very long time to get the fire to light, then after releasing the button after a further 10 seconds the fire went out, I tried 30 & 60 seconds same problem.
Called the company and went through what I was doing with customer services he suggested cleaning the thermocouple, not possible on this model as it's behind a cage, but moving the thermocouple around it seemed to light and the pilot light remained on. The fire came on but when on full power the flame rose up at one end well above the gas jet as if the pressure of the gas was too great and it was very noisy. Switched off at the control knob but the pilot light stayed on, so switched off at the regulator. Tried to light the fire again after a few minutes, after many attempts to pilot light lit but I could not move the knob to light the main jets, left it for a few minutes no different. Tried to switch off at the control knob but the pilot light remained on, left it for over 5 minutes, still burning so switched off at the regulator.
The unit has been returned to Calor if this is an example of their workmanship then it's extremely poor especially with a product that uses gas.”
Thank you for your feedback Stephen. Customer satisfaction and providing a good quality service to all our customers is very important to us. I can see that you have been dealing with one of our customer service team and the issue has been resolved, apologies for any inconvenience caused.
“I was a little disappointed with the burner ring. When cooking its making the cooking pot black with soot indicating that the airflow is incorrect, and the stove paint is also burning.”
Thank you for your feedback. Customer satisfaction and providing a good quality service to all our customers is very important to us. We are sorry to hear there were issues with your order, however we can see from our records that this was not reported to us, so not allowing us the chance to resolve it. You can contact our customer service team to discuss this further and apologies for any inconvenience caused.
“A load of rubbish, I'm still waiting for it to be delivered and your asking me for a review on how great you are, I've been waiting about 6 weeks for it”
Thank you for your feedback Robert, it is very important to us. We are sorry to hear that you did not receive your order. We can see that the parcel was delivered to the wrong address initially and then returned back to us. Our Customer Service Advisor has been in contact with you to arrange to have your order resent back out. We apologise for the delay and inconvenience casued by this.
Thank you for your feedback Steve, it is very important to us. We can see from our records that a refund has been processed for your refused order. We apologise for any inconvenience that was caused.
Thank you for your feedback Jennifer. Customer satisfaction and providing a good quality service to all our customers is very important to us. We are sorry to hear you were having issues with courier delivery but can se from our records that this was delivered to you a little later than expected. Apologies for any inconvenience caused.
“Ordered a gas burner. It turned up damaged. Emailed the company same day. Didn’t get a response. Rang the company at the end of the week to organise returns. Have had two different emails for reviews before I’ve received my refund. Oh and if you do have a return you have to get it picked up by DPD Ireland which means you can’t take it to a drop off point”
Thank you for your feedback Andrew, it is very important to us. We are sorry to hear that your product arrived damaged. We can see that you sent a ticket through our helpline to inform us of this which was responded to by our Customer Service Advisor 2 days after receiving it. As our distribution warehouse is based in N Ireland we use DPD IE as our courier service, however, orders on the mainland are collected by DPD UK. We apologise for any inconvenience this has caused you.
Thank you for your feedback Keith, it is very important to us. We are sorry to hear that your BBQ lid arrived with a chip and that you waited longer than we would have liked to receive a response regarding this. We do aim to answer our customers as quickly as possible. We can see that a member of our Customer Service Team has responded to your email to inform you that a replacement is being sent from the manufacturer. We apologise for the delay and any inconvenience this has caused you.
“Not good, as a NG,LPG gas engineer, when I buy a product (change over valve) o expect it to be brand new!!! this definitely wasn’t. Had to have a difficult conversation with my customers and prove it was purchased new. Just came like that’s from you. Extremely disappointing especially when I’m one of you recognised installers”
Thank you for your feedback Simon, it is very important to us. I can confirm that we do not sell second-hand regulators and have passed your complaint on to the manufacturer. We apologise for any inconvenience this caused you.
