“Apalling service apart from the ladies who answered my phone calls who were apologetic and understanding.
The Coal Shop lays out a whole raft of things 'the customer' must do regarding delivery. It's a pity they can't give the customer the same consideration. My order was placed on a Sunday so therefore it met their 'Monday' placement for delivery around ...'Aim to deliver 3-5 working days' they say. ByThursday mid day there was 'no communication' of any kind, no email, no phone call. 'I called' and was told my order was 'out for delivery'. Friday no communication until again 'I called'. Apparently my order was 'with the delivery depot' and should be with me on Monday.
I received a call (first communication from The Coal Shop) telling my my order was sitting on a brokem pallet in the carriers yard waiting for someone to decide what to do with it!!!!
I anticipated delivery on Monday BUT NO. Eventually the order arrived mid day on Wednesday totally unannounced. No email or phone call whatsoever to confirm delivery from either The Coal Shop or the 'carrier'.
The Coal Shop is very explicit about what the customer must do regarding delivery but in this instance has shown not an ounce of customer care for what one of their TrustPilot review respondents called a 'Premium Delivery Service'.
Can I recommend The Coal Shop.....Based this experience no I can not, not if you want reliable communication and a delivery service that actually communicates and doesn't deliver totally unannounced.”
“No communication whatsoever!!!
I contacted them 7 days after placing the order after no communication even though I’d emailed to see what was going on…so after phoning them today was told the order was being delivered Today!
asked them to at least give me estimated time of delivery…NO CALL BACK RECEIVED!!! So had to have the day off!!!!
Absolutely abysmal customer service!”
“From ordering to purchase everything was easy.We havnt received our delivery yet so cannot comment on the quality of the goods. We will be in receipt of our delivery after the weekend. But the delivery people were very amenable. All in all a great experience. Would definitely use this company again.”
“Really impressed with our first order.
Rang with a couple of questions before completing my online order and the woman was very helpful and friendly
Simple to order online.
And delivery was a few days later (actual delivery arrived with a local transport company).
Very impressed with the whole customer experience.”
“Ordering was simple and straightforward, was informed that thedelivery company would be in touch, my logs were delivered within 3 days ! Amazing device , li was pleased with my XL bag good quality logs , nice size also ,I will be ordering again !!!”
“Great value for money when bulk buying. Newburn seems to burns well. Delivery driver was extremely helpful and phoned when reached my address.
My only disappointment was I was promised an email on day of delivery with an estimate time of delivery which I didn’t receive! Subsequently I was out when my coal was delivered after waiting in for some time.”
“Unfortunately I won't buy from The Coal Shop again.
I ordered Kiln Dried Hardwood Logs - Max Crate 900KG The firewood was lovely, the price not unreasonable but the service was very poor. The order confirmation email states 'When your order reaches the local depot (within 2–3 days), our Haulage Company will contact you to arrange delivery. ...We aim to deliver orders within 3-5 working days of receipt'
I was never contacted to arrange delivery. Five days after paying for my order I contacted The Coal Shop and was told delivery could be arranged for Monday. I was not given confirmation of that delivery date despite my emailed acceptance of that day, not contacted by the delivery company, and the delivery didn't arrive that day.
It ultimately took 10 days for delivery. That wouldn't have been a big issue if I'd ever had communication about the order.”
“Confusion over delivery date. Told Thursday, then Friday. No advanced confirmation of delivery.
Took 7 working days from order to delivery vs the 3-5 days advertised.”
“Ordered 1 tonne of Newburn smokeless coal last week. Delivered today Wednesday driver went out of his way to drop near door .palate packed up well no damage great service.”
“Excellent service. This is my third delivery where all have been performed to high satisfaction. This time, I ordered a pallet of smokeless coal and a pallet of logs delivered 3 days later on the drive where requested. Only small criticism I was unsure of the delivery day.
Thank you for your excellent service.
We will be ordering again and would recommend it.”
