“We bought a portable gas appliance and have not been able to purchase the gas canister to be able to use the appliance. Calor would not help and they have not responded to my Email. Furthermore, gas stockists have advised that we cannot buy a new canister only have an existing one re-filled. It seems wrong of Calor to sell appliances when they know that customers are not going to be able to use them. We have since bought a Flogas canister and will use their gas going forward.
The appliance itself is fantastic and we are very pleased with it.”
Thank you for your feedback Carole. 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 Mrs Dart, it is very important to us. We are sorry to hear that you are not pleased with your product. If you feel your product is faulty, please contact our Customer Service Team for troubleshooting advice. We apologise for any inconvenience this has caused you.
“Very disappointed with your company need to sent my fire back but no help from your company I am stuck with this fire as I can’t find who to help me send it back”
Thank you for your feedback Heather. Customer satisfaction and providing a good quality service to all our customers is very important to us. I can see that you have made several phone calls to our Customer Service Team previously followed by phone calls to Pallex.
I would like to confirm that we do not organise a collection for return items. This needs to be organised and paid for by the customer. All this information is stated in our Terms & Conditions to inform customers prior to an order being placed. If you chose to return the item back to us, please ensure you take courier insurance out to cover the cost of any damage that may occur during transportation. You have 30 days in which to return that product back to us which will be followed by a refund.
“8thJanuary I ordered a Manhattan portable gas heater. Having had no word regarding this, I emailed your firm & asked when I could expect delivery. The email I received in reply from Adam said delivery firm had tried twice to deliver this heater and that no one was there, but they had left calling cards. I DID NOT RECEIVE ANY CALLING CARDS. The email also said that the heater was now on it's way back to you. I emailed twice more and the replies were exactly the same. On 26th January I phoned you and was told that when the heater was back with you, it would be re-delivered. This morning I received another email saying my order ref 44773 was now cancelled because I had not been in touch. HOW SATISFIED DO YOU THINK I AM? DISGUSTED!!”
Thank you for your feedback Catherine, it is very important to us. We are sorry to hear that you have had issues with the delivery of your heater. We can see from our records that the courier noted that delivery was attempted on two occasions. We apologise if this was not the case and can see that the heater is on its way back to us at the moment. A replacement heater will be dispatched out to you today. We can confirm that ref 44773 is our help desk ticket number and was cancelled as the ticket was put on pending awaiting a response but the response was received through a newly opened ticket. The pending ticket went unanswered and after 7 days it automatically closes. We apologise for any inconvenience this has caused you.
Thank you for your feedback Jeremy, it is very important to us. We are sorry to hear that there has been an issue which has resulted in the damage shown. We can not see on our records where this has been brought to our attention prior to or after this review was sent. A member of our Customer Service Team will be in contact with you tomorrow to have this investigated and resolved. We apologise for any upset and inconvenience this has caused you.
Thank you for your feedback, it is very important to us. We can see from our records that a member of our Customer Service Team has been in contact with you to arrange replacement.
Thank you for your feedback Mark. 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. I can see one of our Customer Service Team has been dealing with this and has arranged a collection and a refund is being passed via our Accounts Department.
“Said it would be here between 3 and 4 working days, I placed order and had a shipment email on the 7th dec and received goods on the 17 dec that’s 8 working days, the parcel company was useless to get hold of eventually got hold of someone for them to say they gave it to another company again useless to get hold of, but other than that the fire is 1st class”
Thank you for your feedback James, it is very important to us. We are sorry to hear that your parcel arrived later than expected. We aim to have all pallets delivered within 3-4 working days and unfortunately, this was not the case with your delivery. We are happy to hear that despite the late delivery you are happy with the fire and we apologise for any incovenience this has caused you.
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 your item arrived damaged and that we were then out of stock, apologies for the inconvenience caused. I can see from our records that a member of the Customer Service Team arranged for the damaged heater to be collected and a full refund was processed.
Thank you for your feedback Mark. Customer satisfaction and providing a good quality service to all our customers is very important to us. Firstly, we do apologise for the service that you have received and for the inconvenience that this has caused. We aim to provide a seamless experience to all our customers and we value each customer that purchases Calor Gas, so we are sorry to hear of your experience. If the cylinder purchased is found to be faulty, we would advise returning the cylinder back to the place of purchase so that the cylinder can be exchanged over free of charge and the identified cylinder will be returned to our filling plants so this can be investigated and rectified. We would also advise producing the proof of purchase when returning the cylinder back to the retailer. Alternatively, please contact Calor directly: https://www.calor.co.uk/help-and-support/gas-bottles or via our Social Media channels and we will happily assist and work to resolve the issue experienced. Our filling plants issue a disc tare on the neck of each cylinder, this will show the actual weight of the cylinder when produced at the plant. All our cylinders go through a number of rigorous tests before they are entered into the network as safety is a key core element of Calor Gas and we take safety very serious throughout the whole process. The filling plant would have checked the cylinder and valve are not damaged or corroded in any way and that the overfill protection is working before we fill the cylinder. During the process of filling, we check to ensure that the cylinder was not leaking and ensure that the valve is closed before disconnecting our filling gun. The team would also check that is not overfilled and that there are no obvious signs of leaks on the cylinder and that a cover is fitted to the connection. We also check when transporting our cylinders, we ensure that they keep the cylinder upright with the valve at the top during transportation. These are just some safety & quality control procedures that our filling plants follow to ensure that our cylinders are in good working condition before it is sent back out to the network.
“What a terrible company to deal with I ordered a bulk delivery 2 weeks ago we still haven’t had it. we own a house which we have a family with 2 small children living in there and they have had no gas no hot water or heating for 3 days now I have phoned them numerous times even spoke to a manager who was useless nobody can tell me when it is being delivered
You should be ashamed of yourself Calor Gas”
“You should make it clear to new customers that you will not sell them gas for the appliance you sell them unless they already have a gas bottle to exchange. How can a new costumer get gas??? I want my money back”
Thank you for your feedback. We're sorry you've been unable to source a gas bottle. We have a banner displayed on the main website informing customers of the shortages of gas https://www.calor.co.uk/.
“I still await fulfilment of my order which assent elsewhere it would seemand Calor Appliance ask for a review - not something that should happen surely!”
“I order these parts as a heating company and have recommended our customers order these auto changeover units ready for fitting - the quality of the regulators has become poor over the past year and the quality and service we have received has been extremely poor, ordered two autochanger over regulators through the calor appliances website - they are then processed by Hamilton Gas - one of the units has been used before and covered in scratches it would not hold the gas when fitted and had to then source a replacement locally to get our customer back up and running - I called on the day to advise of the situation and had to waste my time waiting for them to collect it
when it reached them they have then advised that we would have to wait 3 weeks to receive the money back
customer service non existent I was a loyal customer but will be going elsewhere and would not recommend anyone order from them as they really dont care”
Thank you for your feedback Gillian, it is very important to us. We are sorry to hear that your product developed a fault and can see from our records that we arranged a collection for the faulty item to come back to us. As explained by our Advisor, all faulty items are tested prior to a replacement or a refund being issued. We can confirm that we do not sell second-hand products, the scratches on the regulator would have already been present when we received the regulator directly from the manufacturer. We can see that a refund was processed 11 working days after we received and tested the regulator. We apologise for any inconvenience this has caused you.
“Got a foker camping stove with grill. Stove is good but grill is pathetic. The heating metal grill section is tiny and so you only get a tiny strip of heat. 10 minutes for 1 side of toast is not a good product! Going to return it if I can”
Thank you for your feedback, Simon. I'm sorry you have found the grill poor but I'm pleased you're happy with the hob. Please contact our technical team directly as they may be able to rectify this for you.
Thank you for your feedback William, it is very important to us. We are sorry to hear that you had issues with your product and that there was a delay in getting replacement parts to you. We can see from our records that the manufacturer has sent the parts out to you directly and that a member of our Customer Service Team was helping with the follow-up. 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 your product would not work however can not see anywhere on our system where this has been reported to us. A member of our Customer Service Team will be in contact with you today to have this resolved. We apologise for any inconvenience this caused you.
“1 STAR, service not good. Contacted customer service as i paid for express delivery that turned up a day late. When i asked about the delivery the delay was Calor's end because they did not get it to the courier in time for the delivery date that i purchased. I asked for the premium i paid for delivery to be refunded, only to be completely ignored by Mark from Calor. He also informed me that the delivery was carried out within 2 days, which is what i paid for, because it only took two days once Calor decided to post it, which was a day later than i paid for. Being ignored really bothered me. Huge delays on any replies from customer services. I do not have any confidence in Calor if something were to go wrong and i needed to return an item due to fault. I wont buy anything direct from them in future. LId on BBQ i purchased also damaged. 1 star”
Thank you for your feedback Carl, it is very important to us. We are sorry to hear that your order was delayed leaving us which resulted in it arriving one day later than you had paid for. We apologise that the late dispatch and delivery were not correctly addressed and a refund for the extra you paid was not offered when this was initially reported to us and the replies you received took longer than we would like. We would like to assure you that should you encounter a problem with your product within the warranty timeframe that this will be addressed in line with our warranty guidelines. We can see from the photographs that you sent in that your lid has some manufacturing defects. Our Customer Service Team has requested a replacement to be dispatched directly from the manufacturer as unfortunately, we do not hold any spares. We apologise for the inconvenience this has caused you.
“Item not received made many phone calls and issue still not resolved, all issues are out of my control. The company they us to ship the item is dog s--t and good for f--- all. Dont waste your time buying from this company if you want to receive and use your bbq this year. I purchased the item on a 3 to 5 day delivery it has now been well over a month and item still not received.”
Thank you for your feedback Darren. Customer satisfaction and providing a good quality service to all our customers is very important to us. We have passed your feedback onto our courier and asked them to carry out a full investigation on the delay of your delivery. Apologies again for the delay and any inconvenience caused.
Thank you for your feedback Tony. Customer satisfaction and providing a good quality service to all our customers is very important to us. I can see one of our customer service team has been dealing with the issue for you and we will try and resolve it as quickly as possible.
