“Fire doesn't turn off dfeateats the purpose of have an off mark in the control.u need to turn it off by the gas supply at the back all the time. Most stupid thing iv ever seen or herd of”
Thank you for your feedback. It is very important to us.
All new heaters must be turned off at the source. You turn off the heater by closing off the gas supply at the regulator.
Older heaters used to be turned off with the control panel, but if you leave the regulator open and the control valve in the heater develops a fault, gas would seep into the room.
With all new heaters, you use the control panel to turn the heater to its minimum setting, then close off the supply from the regulator to turn the heater off.
Thank you for your feedback. It is very important to us.
We can see the heater was returned for testing and no fault was found. It was working to its specifications.
We can see you have been in contact with our customer service team and the product was returned to you.
“Absolutely disgusting service
I was needing it for abroad and fly out on the 15th January
Ordered it on 2nd January failed delivery twice
Never ever use this company
They have failed me miserably”
Thank you for your feedback, it is very important to us. We are sorry to hear that you have not received your order. We can see that your order was dispatched from us on the same day it was placed. The courier tracking information shows that the parcel was re-labelled and the parcel has now arrived back with us. A refund will be processed and we apologise for the non-delivery and any inconvenience that has been caused.
“Not impressed.
I had 4 cubes (3years old) which you no longer support nor supply gas for so I had to buy more heaters. As I was without heating I ordered 2 heaters (with a 2 day delivery promise on your website) and gas from local supplier.
The gas arrived the following day but I had to chase the delivery of the heaters when they didn’t arrive after after 2 days. I was told there’d been an error in the warehouse and they hadn’t been despatched.
It took 4 working days to receive my order.”
Thank you for your feedback Gaynor, it is very important to us. We are sorry to hear that your order was delayed leaving us and that this resulted in you receiving it later than we would have expected. We apologise for any inconvenience this caused you.
“I bought a portable heater ONLINE. No option to buy even an empty gas cylinder Online!
I am HIGHLY SENSITIVE to Smell!!
I get Nauseous due to Smell in Butane Gas, which lasts for HOURS!! Can’t even Sleep!!
Calor are REFUSING Return & Refund with 14 days!! What they are doing is ILLEGAL!!”
Thank you for your feedback Suren, it is very important to us. Unfortunately, our online shop does not sell full or empty gas cylinders. These need to be purchased locally. If your heater is faulty we will collect it and bring it back for testing. A member of our Customer Service Team will be in contact with you today as we can't find any correspondence from you regarding this issue.
“The grill supplied with portable fire doesn't fit & despite several emails to get a replacement, all I received were emails about how to fit it when it was repeatedly pointed out it was too short. The service recieved since purchasing the fire for my elderly mother has been abysmal”
Thank you for your feedback Kevin, it is very important to us. We can see that our Customer Service Team was trying to assist you in the fitting of the grill and a collection has since been arranged. Apologies for any inconvenience that was caused.
“The portable heater did not work. Had to send it back which was very upsetting as was told we would have to wait for Calor to look at it before they would send it back which could take a long time and also would incur costs for the pickup and return delivery if they found it was not faulty. I noticed a refund in my bank account today, but no apology for faulty goods, or an email to say the heater was faulty and they would refund. So wasted time when I could have ordered a new one earlier for my elderly mother.”
Thank you for your feedback, Eileen, it is very important to us. We are sorry to hear that your heater developed a fault. We can see that this was brought back for testing and a refund was processed and you have since purchased a new heater. We apologise for any inconvenience that was caused.
Thank you for your feedback Richard, it is very important to us. We are sorry to hear that your refund was delayed when you returned a faulty heater to us. We can see that this has now been rectified and we apologise for any inconvenience that has been caused.
“My heater never arrived, I am still waiting for a someone to let me know where it is. No refund till they can track it down. So after 10days I have not received a heater and I can't buy a new one, as a refund was refused when I requested it.”
Thank you for your feedback Anton, it is very important to us. We are sorry to hear that you did not receive your heater. We can see that it was lost by the courier and a replacement had to be sent out to you. We apologise for the delay and any inconvenience that was caused.
Thank you for your feedback Lorna, it is very important to us. We are sorry to hear that your order arrived later than expected. We apologise for the delay and any inconvenience that was caused.
“Goods received as expected but appliance failing to work as it should. Have filled out the online form for goods replacement but as yet, no reply. currently not impressed.”
Thank you for your feedback, Darren, it is very important to us. We are sorry to hear that you are having issues with your heater. A member of our Customer Service Team will be in contact with you today. We apologise for any inconvenience this has caused.
Thank you for your feedback, Alan, it is very important to us. We are sorry to hear that you are having some issues. A member of our Customer Service Team will be in contact with you today. We apologise for any inconvenience this has caused.
“Had to send back as didn't work. You received it back over 5 days ago and heard nothing to say you received it and any info if it is getting repaired/ new one???”
Thank you for your feedback. It is very important to us.
The product has been returned and tested. A member of our customer service team will be in touch with you.
Thank you for your feedback Lindsay, it is very important to us. We can see that you sent an email into our Help Desk on Wednesday and were responded to the following day. We do try to answer correspondence as quickly as we can.
Thank you for your feedback. It is very important to us.
We are sorry to hear you are having issues in obtaining a new cylinder contract. This has been notified to our customers in the service statement below:
https://www.calor.co.uk/cv-statement
Thank you for your feedback. It is very important to us.
We are sorry you have been unable to locate a cylinder. For further help and info on where to purchase a Calor cylinder, please see the link below:
https://www.calor.co.uk/cv-statement
“2 weeks later still waiting for a gas fire. Support is full of hope and help but nothing happens. Wish I never bothered now have to jump through hoops to get MY money back and try somewhere else. Some firms just don't want to do business.”
Thank you for your feedback Thomas, it is very important to us. We are sorry to hear that your delivery was delayed but that you have now received your parcel. We apologise for the delay and for any inconvenience that was caused.
“After fitting the 4 feet I expected to be able to use it but sadly this was not the case.
One of the bolts securing the control valve to the frame was not fully tightened & had been put in at an angle (hence the reason it was not fully tightened) & one of the bolts securing the burner to the frame was loose because the thread was stripped.
I tried calling Calor but when I eventually go through after a very long wait I was told to dial again and select option 1. This I did but could still not get through after another unacceptably long wait.
I needed to use the burner this weekend so I went to a local hardware store to purchase a new nut, bolt & washer. Unfortunately they did not have any black ones.”
Thank you for your reply Richard, it is very important to us. We are sorry to hear that you had problems with the bolts for your product. We can see that you reported this to our Customer Service Help Deak and they responded back to you the following day. They liaised directly with our Warehouse and a bag with spares was sent out to you. We apologise for any inconvenience that was caused.
“UNACCEPTABLE - BEWARE
ME:I have just spent £379 on a Provence portable gas heater supplied by Calor gas.
I am now informed by my local stockists that they are unable to provide me with a 15kg cylinder under a new agreement. Why sell appliances without informing customers of this restriction imposed by you?
Or can you provide an exemption?
Regards
RESPONSE:
In relation to your webform, we have introduced a temporary one for one measure on the cylinder exchanges on the 15kg Butane throughout the network this is due to the unprecedented demand for our cylinders, customers will only be allowed to exchange like for like at this time. We have taken this difficult decision to suspend all new business sales. Unfortunately, we cannot confirm when this restriction will be lifted at present. I do apologise for the inconvenience that this has caused.
The current position is that there are currently too few cylinders in circulation to supply our existing customers that the difficult decision not to sell unless the customer has an empty of the same cylinder type to exchange was made. We have a commitment to provide refills and to achieve this when demand outstrips supply is very challenging. We are not in a position to prevent gas appliance retailers from selling appliances that require a Calor cylinder. Those that also retail our cylinders were advised that new cylinder agreements from Calor were not available at this time.
We do provide this information on the Calor Gas website please see https://www.calor.co.uk/cv-statement & https://www.calor.co.uk/gas-bottles/refills-and-returns/refills.
Please be assured that it is not in our interest to stop customers purchasing on new agreements, we are doing everything within our control to improve the position”
Thank you for your feedback. It is very important to us.
We are the Calor Appliance team but have passed your concerns regarding the new cylinder situation to the Calor Gas team to see if they can assist you further in locating a cylinder.
“The regulator nozzle screw thread was damaged. I have returned it to your returns depot, but heard absolutely nothing. I requested a replacement. It is urgent.”
Thank you for your feedback Stewart, it is very important to us. Our Returns Department has now received your returned product and our Customer Service Team will be in touch with you to discuss the outcome as the regulator thread is not damaged and works as it should.
