“Ordered the heater and now unable to get the butane cylinder, most dealers will exchange an old one but cannot supply a new customer with the gas cyclinder. So I now have a heater without ability to use it presently”
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.
“This tabletop heater is the second one that I have purchased from the same company. I was very disappointed with the heater I received recently. There were several minor problems:
1. The rubber pipe was bent leaving a crease in the pipe reducing gas supply.
2. The mortar base weight was chipped.
3. There was only 2 domed nuts instead of the 3 that there should have been.
While these may seem as minor problems you do expect that the company have a form of quality control.
Rob Siarkiewicz”
Thank you for your feedback Robert, it is very important to us. We are sorry to hear that your Patio heater arrived with some issues. We can not find anywhere on our system where you have reported this to us prior to leaving this review to allow us to rectify your problem for you. A member of our Customer Service Team will be in contact with you to have this resolved and we apologise for any inconvenience this has caused you.
Thank you for your feedback Diane, it is very important to us. We are sorry to hear that you had some trouble with your instructions and will certainly pass this on to the manufacturer.
“Wasnt expecting the quality it was very pleased with the heater,however customer services were terrible and was late delivering by 3 days also no one kept me informed i had to chase every day as the tracking system was useless”
Thank you for your feedback Jason, it is very important to us. We are sorry to hear that your order arrived later than expected. Pallet deliveries normally take 3-4 working days as we are based in N Ireland. We can see that your order was dispatched out the day before the St Patricks Day Bank Holiday which would have slowed the delivery down. We apologise for any inconvenience this has caused you.
Thank you for your feedback Christopher, it is very important to us. We are sorry to hear that your product arrived with some scratches on it. We can not see anywhere on our records where this has been reported to us prior to this review being left. We apologise for any inconvenience this has caused you.
“Unfortunately the item was despatched without the full address so we had to chase around trying to find out where it was once we had given the detail the carrier required they still managed to deliver to wrong address so we ended up having to collect it ourselves.
We haven't actually tried the heater as yet .😟”
Thank you for your feedback. Customer satisfaction and providing a good quality service to all our customers is very important to us. The Calor UK Quality Team have provided the following statement regards the bottle shortage situation so feel free to contact them if you wish.
"Calor has operated a strict cylinder exchange and return policy for many years now because the management of cylinder stocks is vital for ensuring that adequate supplies of the different types and sizes of cylinders are available throughout the national network all year round. The Cylinder Refill Authority scheme has been in place to support this and in order to protect the use of our cylinders. It makes a significant contribution to the purchase of new cylinders, to replace those either not returned or returned in such poor condition that they cannot be refilled. In addition, it contributes to the costs of maintaining, repainting, re-valving and checking of cylinders on every occasion they are returned to us for refilling, ensuring they are safe for use."
Thank you for your feedback Samantha. Customer satisfaction and providing a good quality service to all our customers is very important to us. I can see some of our customer service team had been dealing with this issue and a replacement heater was sent out.
“I ordered an item that came from Ireland and paid the extra for 2-day delivery. It arrived after 4 days! No other problems - I'm not going to fight for the refund.”
Thank you for your feedback, it is very important to us. We can see that your order was placed on the Bank Holiday Monday, 31st May. As we were closed for the Bank Holiday your order left us the following day and was scheduled for delivery on Thursday however, I can see from the tracking that it arrived one day later on the Friday. We will have a refund processed for the extra you paid and apologise for the delay and the inconvenience this caused you.
Thank you for your feedback Nick, it is very important to us. We can see that you placed your order on Thursday 27th May at 18.09 which is after close of business. Your order was dispatched from us on Friday 28th May on a standard delivery, which is 3-4 working days as we are based in N Ireland. As Monday was a Bank Holiday, your order was due to arrive Friday 4th June but it arrived 2 working days early on Wednesday 2nd June.
“Since the closure of the centre in Edmonton it's been difficult to get gas tanks in Tottenham. The petrol stations are usually clueless as to when products will arrive and reluctant to make a reservation.”
Thank you for your feedback Duncan, 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.
Thank you for your feedback Ruth. Customer satisfaction and providing a good quality service to all our customers is very important to us. We are sorry to hear you had issues with the courier and will ensure to pass your feedback on to them.
Thank you for your feedback Adrian, it is very important to us. All our larger BBQs come with a Patio Gas Regulator as standard which can only be used with a Patio Gas Cylinder.
Thank you for your feedback. Customer satisfaction and providing a good quality service to all our customers is very important to us. I'm sorry to hear the delivery by our courier was delayed, but unfortunately as we are based in Northern Ireland there have been some unavoidable delays in the current climate. We will however pass your feedback on to the courier as we are always trying to improve our service.
Thank you for your feedback Steve. Customer satisfaction and providing a good quality service to all our customers is very important to us. I'm sorry to hear there is an issue with the fire you purchased, one of our customer service team will call you shortly to discuss further.
