“I was sent a faulty burner ring, gave evidence including photos. The Calor agent arranged to have it collected. A week later, I was notified that I would only be partially refunded as there was no fault found. Further communication was ignored. Terrible customer service and after sales attitude. Take your business elsewhere folks”
Thank you for your feedback, Mark. It is very important to us. We can see that you reported that the burner you received was stuck and would not move. We arranged a collection and it was inspected on return into our warehouse. The burner must be maneuvered a specific way, ensuring that the lugs are lined up for safety purposes. The burner ring came apart easily when the lugs were lined up, which showed that the product was not faulty. Our website states that if a product is brought back for testing and no fault is found, then the collection charge is deducted from the refund.
“We are now in the 3rd month of a complaint, through the drivers negligence he damaged the tank when filling resulting in a loss of over 50% of gas, I had to report the leak to them which he did, he also damaged the telematics on the tank. Over 50% leaked so that’s around £800. Fed up with trying to contact them on the phone, finally after numerous emails and 3 months they start replying with an offer of £87 for the loss of gas. So unfair and dreadful customer care. Trying to escalate to director level. I will not let this go”
Thank you for your feedback, it is very important to us. You have come through to the Calor Online Appliance Store. We will forward your feedback on to the correct department and apologise for the delay and any inconvenience that has been caused.
Thank you for your feedback. It is very important to us.
A member of our customer service team will contact you directly to offer advise and help resolve it.
Thank you for your feedback. It is very important to us.
We can see a member of our customer service team has booked a collection for the appliance to be returned for testing.
They will contact you directly as soon as they have the testing report.
“Poor packaging outer box burst open and taped by dpd holes in inner box house number missing from address label. Connected appliance to gas and found gas valve has a leak at third port.”
“Mr P,Turnbull,I'm 84 with a hart condition,your fire arrived on a pallet.I asked the delivery driver if he would help me get it in the house he shrugged his shoulders and got back in his van.If you want to buy from this company make your Owen mind up.”
Thank you for your feedback Mr Turnbull, it is very important to us. We are sorry to hear that you are not happy with the delivery service you received. The product page on our website does state that the item you purchased arrives on a pallet and is a kerb side delivery only. It points out that the driver will not take the pallet to the customer's property.
“Blue Chic gas heater delivered with a dented door therefore unable to close the door. Sam in Customer Services was very efficient in arranging the collection of damaged heater & will hold the replacement heater till I am sure I will be home to receive it, which will be in 2 weeks time.
It was very inconvenient for me to deal with a dented door which rendered the heater unusable, then especially having to repackage in its plastic cover & install it into the 2 storage boxes & inserts to protect. It took 2 adults quite some effort to correctly repackage it for DPD to collect.
Someone in your organisation damaged the door when installing the regulator & covered their negligence by allowing it to be shipped & putting me & my wife to great inconvenience trying to repackage it & having to wait 4 weeks to receive a replacement.
I appreciate the efforts of Sam but not the Calor Gas employee who put us through great inconvenience.
Please note this is my 2nd purchase of a blue chic heater in the last 3 months, luckily the 1st one arrived undamaged, otherwise I would never have purchased a second one due to such employee deliberate negligence. The door had to be forced close in some form to get into the delivery box.”
Thank you for your feedback Sean; it is very important to us. We are sorry to hear that your heater arrived damaged. We do not fit the regulators to the heaters; these are fitted by the manufacturer. The heaters are not opened by us at all. We would certainly not send a damaged product to a customer if the damage was apparent before dispatch. As the boxes are not opened the damage would have occurred during transportation. The replacement is taking 4 weeks because you have asked us to delay the replacement due to family commitments. We would normally send a replacement for damages out immediately.
“Very poor indeed. Ended up having 3 days off work due to promised deliveries not happening. Customer services not interested at all. Will not be dealing with this company again.”
Thank you for your feedback; it is very important to us. We can see that our Customer Service Team has been responding to you regarding your delivery. The product you ordered was a pallet delivery, which usually takes 3-4 working days to arrive (this delivery time is not guaranteed, unfortunately). Our website states that the courier company will contact you to arrange a suitable date and time for the delivery. We can see that you contacted the delivery company yourself before they would normally make their book in phone call and they arranged delivery with you for the Thursday. Unfortunately, due to circumstances outside of their control, the delivery vehicle broke down, which resulted in your order not being delivered on that day. We can see that the delivery took place the following day, Friday, which was the 4th working day after your order was dispatched.
“Order placed 11 days ago and I still haven't recieved anything.
I phoned customer services who said they would look into the matter and call me back .... that was three days ago and I'm still waiting.”
Thank you for your feedback, it is very important to us. We can see that you rang in to our Customer Service Team on Wednesday 10/07/24 to report that you had not received your parcel. Our advisor could see that the tracking showed that the courier was due to deliver your parcel that day. They informed you that they would contact the courier and call you back. We are sorry to hear that you did not receive a call back. We were closed on Friday 12/07/24 for a local bank holiday however, a member of our Customer Service Team will be in touch with you today. We apologise for the delay and any inconvenience that was caused.
Thank you for your feedback. It is very important to us.
We are sorry to hear there was a product missing from the order.
A replacement has been sent by Royal Mail and will arrive ASAP.
“I have used Hamilton gas products many times, but this time it was terrible. Delivery took longer than expected. When it arrived,and I unpacked it,all the instructions were in Italian,and no fixing bracket. Not very pleased”
Thank you for your feedback. It is very important to us.
We can see you placed your order on 19/05 at 13.14 - after the 12.00 cut-off time for same-day dispatch. You selected the 2-working day delivery option, so the product was dispatched on 20/05 and delivered by DPD on 22/05 at 11.12. The delivery was in accordance with the time frame you selected.
The appliance is manufactured by an Italian manufacturer, so the instructions are in Italian. We guide our customers to the English version available on our website at the link below:
https://appliances.calor.co.uk/mpattachment/file/download/id/344/
The water heater is not advertised as being supplied with a fixing kit or bracket. The full specification of the unit is available on the website, and the product is supplied as advertised. We ask our customers to check the full specification of any gas appliance before ordering to ensure they have any and all additional parts required for their setup.
“The calor gas heater is beautiful but it was delivered wrapped and on a pallet to my drive not my home. I asked the delivery driver and he said it was too heavy and he delivered to my drive not my home. I am a 60+ tiny woman who unwrapped it and tried to carry it up my steps to my home! It was much too heavy for me to move! And worse it was now unwrapped and out of its box. Luckily I found a removal man who came to my house and carried the fire up the steps and into my home for me! He even removed the packaging and pallet. This cost me £40 but honestly don't know what I would have done without him! Especially with our weater and the urgency of moving it off my drive! I never would of ordered the fire had I realised it would be left on my drive! I do love the fire though it's lovely but much heavier than ever anticipated!”
Thank you for your feeback. It is very important to us.
Oversized items are delivered on a pallet. They are kerbside deliveries. This is explained to customers at the time of order.
The website does state the following for pallet deliveries so customers are aware:
https://appliances.calor.co.uk/delivery-information
Oversized items
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. Please ensure to provide a mobile phone number to enable the courier company to make contact to arrange a suitable date and time for delivery. Please note, if the number provided is incorrect or goes unanswered a re-delivery/storage charge may occur. These charges may also apply if no one is available to accept delivery on the pre-arranged date/time
“I would give zero stars if possible, The delivery company delivred the product to the wrong address dropping a package marked "fragile" over a five foot gate to be left for five hours in the rain. When I complained to your agent, Hamilton Gas Products, they were unsympathetic and insisted I must check the product immediately as any damage has to be reported within 24 hours under terms and conditions, which was not possible for me at that time. The mis-delivery was dismissed as unimportant. In future I will be avoiding Calor products and certainly Hamilton Gas.”
Thank you for your feedback, it is very important to us. We are sorry to hear that DPD dropped your parcel over your next-door neighbour's gate. We can see that you reported this to our Customer Service Team and they advised you that they would pass this on to DPD so they could look into it. They also advised, as per our Terms & Conditions, that all damages have to be reported within 24 hours in order for a claim to be made to the courier. We apologise for any inconvenience that was caused.
“Piezo electric ignition does not work. Difficulty fitting regulator to gas bottle. Cannot remove regulator from gas bottle. Suspect defective product overall”
Thank you for your feedback. It is very important to us.
We are sorry to hear you are not satisfied with the product quality and have forwarded the information to the product manufacturer for further reference.
Thank you for your feedback. It is very important to us.
We are sorry there was an issue with your delivery from Pallex.
We can see they were in contact with you and the order was delivered.
