“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!”
“arrived a day late, packing was well below any standard bags split sacked dangerously, not had chance to count load to see if we have 50 bags (full or part full) can not try coal until dry some out.”
“The coal is soaking wet there are no holes in the bag so it has been packed wet tried countless times to contact them for it to be constantly redirected”
“Coal was absolutely soaking wet, to the extent that some of it is disintegrating in the bags. Tried everything to dry it, kept inside, open bags to let air in, put coal around the fire to dry off (in the fire), leave by window in the sun. Absoultely soaked through. After trying persistently and trying to dry I can just about to get the outside to burn, but so soaked through it struggles to stay lit. It's not fit for purpose at all.”
“Still waiting for my order,no communication from seller,It has been sat at a depot and they have had it 5 days, not the 3 day delivery i was expecting when i ordered.”
“Very poor service from your non English speaking driver. Didn't even ring our gate bell. Just phoned and complained that he couldn't get coal lorry up driveway (this is when they need to speak good English). I've never had problems with our coal delivery in past so very disappointed with service.”
