“Appliance delivered promptly.
Unfortunately on your web site, there was no mention that we would not be able to rent a calor gas bottle, this caused me problems I did not expect.
would think twice next time”
Thank you for your feedback Mark. Customer satisfaction and providing a good quality service to all our customers is very important to us. Apologies for any inconvenience caused, unfortunately there is a shortage of bottles at present which Calor state on their website as per below. 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.
“Ordered a calor gas heater ... great product .....came on time .......completely useless , not worth a toss because you can't get a bottle of gas anywhere unless you already possess a suitable bottle , empty or full .
Have been on to Calor Gas Appliances who Informed me they will not supply a bottle of gas either.
This inability to get the main component of a gas heater should have been made loud and clear at the point of sale which is not the case.
So unless you have access to a suitable bottle before you buy any calor gas products avoid the purchase or you will end up disgruntled and very very disappointed like this angry customer.”
Thank you for your feedback Pete. Customer satisfaction and providing a good quality service to all our customers is very important to us. 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. For all information regarding Returns, Refills and Exchanges please see our Gas cylinder area.
“A roaring noise on the Manhattan fire when lit led us to assume the gas bottle was faulty. So we exchanged it for another bottle. Roaring noise again! A phone call to Dublin (manufacturer's base) where Alan on the other end listened to the sound and pronounced a fault requiring a part to be sent from Eire which would take some time to arrive (thank you Brexiteers!!!) The fire looks good, feels solid and threw out impressive heat but the noise was worrying. Also your website ought to mention that butane bottles are hard to get - you have to be in possession of an empty bottle to acquire a full one. One supplier suggested we look for an empty on ebay. Luckily a local farmer had one in his barn he could let us have. Positives? Prompt delivery and speedy return of the phone call. Negatives as above - plus will we be able to fit the part easily when it does arrive - and will it solve the problem?”
Thank you for your feedback Kevan. 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.
Thank you for your feedback Miguel. 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.
“Actual ordering and customer service was good however the actual product is very poor the OPSO valve is ridiculously hard to engage for the first time. Clearly a design fault. Very disappointing.”
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.
“Spent a few hours building the bbq, for it not to work! 8 days later still awaiting a part that may take upto ten days to arrive ! Summer will be over !”
Thank you for your feedback Mark, it is very important to us. We are sorry to hear that your BBQ did not work on arrival. We can see that you have since had this resolved with the help of our Customer Service Team. We apologise for any inconvenience this caused you.
“I went to Calor because it was a name I could trust.
The image appeared to have the regulator attached to the hose and the fitting the BBQ end. I, therefore, assumed it would be ready to connect to the BBQ and use straight away.
This was not the case, the parts were all in a plastic bag with nothing attached. This is would not be a problem but there were no instructions. This made me really nervous - dealing with Propane gas and the dangers inherent in not getting it fitted correctly.
So a quick search on YouTube pointed me vaguely in the right direction - though I was not sure if I was using the correct parts. By necessity, the parts did not easily fit into the hose as naturally dealing with gas there has to be a tight fit.
I understand why the BBQ end parts were not all pre-assembled, as this depends on the BBQ connection, but surely the regulator should have been attached (as shown in the image).
Notwithstanding this, the parts were good quality (hence 2 stars rather than 1) and a competent person, no doubt, would find it straightforward to fit.”
Thank you for your feedback Mark. Customer satisfaction and providing a good quality service to all our customers is very important to us. Unfortunately as this is a universal bbq kit all the parts come separately as people use them in different ways. The picture on our website shows them unattached.
“I can't do better than 2-stars as I have yet to try out the boiling ring purchased through what I presume is Hamilton Gas Appliances.
Ordering and delivery were fine, but when it came to fitting the windshield to the ring, it would not fit.
The Flame Failure Device (FFD) had been fitted, presumably at the factory, in such a way that the fine copper tube was positioned to stop the shield being fitted correctly.
The FFD is a safety-critical device and the copper tube is an important part of the burner.
It seems very poor quality control by someone to allow the burner to be sent out like that.
I suspect that no one at Hamilton/Calor actually looks at the product before sending it out as that woulld mean breaking the substantial seals on the manufacturer's box and it came out of the Italian factory like that.
I could simply have bent the tube out of the way, which I tried, but for starters I shouldn't have to and having some experience of gas safety, there is always the risk that any sort of manipulation could make the FFD ineffective.
I raised this with customer services, but they are dreadfully slow and I am still waiting for a reply about the safety issue, so the burner remains unused.
Another issue raised with them was that I needed a burner with a windshield.
They do several single burner rings with windshields, a 1.5-kW burner and a 4.5-kW burner.
Both state that they can be fitted with windshields, but for the 1.5-kW burner, they say a windshield is available but doesn't appear to be available for sale, so I was forced to choose the 4.5-kW burner which did have a shield for sale as an accessory. The 4.5-kW version is a bit too powerful for my purposes.
I can't comment on whether the item was damaged, but it certainly wouldn't fit the the windshield designed for it.
So, we have a company that on the face of it seem decent enough, but unfortunately let down by quality control issues, safety issues, poor customer service and misleading information on the items they sell.”
Thank you for your feedback Philip, it is very important to us. We can see that a member of our Customer Service Team has already been in contact with you regarding your query.
Thank you for your feedback Dean. 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.
Thank you for your feedback, it is very important to us. We're sorry to hear that the item you ordered was out of stock. Unfortunately, on occasion, our stock system does not get updated immediately and can show an inaccurate stock level on our website, resulting in out-of-stock items being sold in error. This is something that we are currently working on with improvements to our website. We apologise for any inconvenience this has caused you.
“Delivery was a good example of poor customer service. Attitude given to my wife, when she couldn’t ring in the bbq herself.
Also delivered On a pallet that I didn’t need and have to throw away. Surely easy for calor just to take the pallet with them? Better for the environment
Haven’t actually used the bbq yet as took ages to build, think there could be more thought into how to make this quicker (feedback for charbroil)”
Thank you for your feedback Chris, it is very important to us. We are sorry to hear that you did not receive a satisfactory service from the courier company, this will be passed on for them to address directly with the driver. As your BBQ is an oversized item this was delivered on a pallet. Pallet deliveries are kerbside only and the driver does not take the pallet away. This information is stated on our website to inform customers prior to placing an order.
“The connector that I ordered from you seems fine. However, your company is no use to me when I am told by local suppliers that they are not allowed (by Calor) to contract to me a new 13kg Patio Gas cylinder!
What is going on with your company?”
Thank you for your feedback Hamish. Customer satisfaction and providing a good quality service to all our customers is very important to us. 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 Kelly, it is very important to us. We are sorry to hear that your product arrived damaged. We have checked our records and cannot see that this has not been reported to us prior to this review being left to allow us to rectify the problem. A member of our Customer Service Team will be in contact with you. We apologise for any inconvenience this has caused you.
“Unfortunately mine is not a good review. The model we chose has a gas ignition button on its top surface and looks appalling. We failed to notice it when we ordered it, but should have returned it to you. When alight it throws off quite an unpleasant odour. It's just a disappointment. Our previous gas heater which was purchased and used by us in France was totally superior in all respects, but unfortunately was damaged in transit. Sorry for the moans!”
Thank you for your feedback, it is very important to us. We are sorry to hear that you are not pleased with the look of your heater. We do have several pictures on the product page on our website that shows the ignition button on top of the heater.
Thank you for your feedback, Ian. We're sorry you've been unable to obtain a propane bottle. One of our Customer Services Team will be in contact to assist you with this.
Thank you for your feedback Spencer, it is very important to us. We are sorry to hear that your product arrived damaged. We can not find on our records where this was previously reported to us to allow us to resolve the issue. We are happy to hear that you managed to fix the issue yourself and apologise for any inconvenience this caused you.
“Thought a portable lpg heater would be ideal for our living space. Unfortunately when unpacked before Xmas a castor was broken and no outlet in the Highlands would sell a new cylinder for it!! Nice ornament”
Thank you for your feedback Steve, it is very important to us. We are sorry to hear that your heater arrived damaged and that you were having trouble sourcing a Gas Cylinder. We can see from our records that we organised for a replacement castor wheel to be sent out to you but upon receiving it, it was established that there was further damage to the underside of the heater. We can see that a collection has been organised for today and a replacement is being sent out. We apologise for any inconvenience this has caused you.
“Gas fire I was pleased with havent lit yet and would have given better review but the delivery driver left the heavy gas fire on a pallet in its box with cellophane rap up against my side gate so I could not even open the gate ,when I asked if it could be put the other side of gate ,he said no because plants in the way.I’m 4’11 and 70 years old and had to struggle opening the box and struggled to get it into the house in the rain .would not have ordered if I had known it would have been left like that”
Thank you for your feedback Margaret. Customer satisfaction and providing a good quality service to all our customers is very important to us. We are sorry to hear about the issues you had with the delivery and any inconvenience caused. Unfortunately, it does state on our website that these are a pallet deliveries and it is a kerbside service so drivers do not have to bring them on to a property but we will pass your feedback onto the courier on your behalf.
