“Ordered over eight days ago and still don’t know where my coal is. They say it’s supposed to be delivered in 3 to 5 days. And then they ask you for a review. Perhaps they should spend more time on the important stuff like getting the job done!”
“Stay away from this place it's a total scam .I purchased £250 of coal but never received it and I'm having to go thru my bank to open up a fraud case to get my money back .you will get a receipt for your purchase but that's the last you will hear from them .they do not answer any e mails so the customer service is non existent..STAY AWAY DO NOT BUY”
“I ordered a large bag of logs on 23rd August. It's 2nd September. No dispatch note or receipt. I received an invitation to review the service. Not really much choice other than 1 star at this point. Probably best to trigger a review link once delivery is confirmed.”
“usually delivered by a lorry with an Hiab.
but this delivery was by a Pallet lorry usually used for fridges and furniture. the poor driver struggled to lift the Pallet up with a ton of coal on it there was know where near enough power in the pallet truck and I had 3 Pallets.
he had to go half way up the street to find a dropped kerb low enough so he could get up to get it on my property .
we finish up putting the 3 ton of coal on my neighbours.
very disappointed usually very good over the past years.”
“Had to call to confirm a delivery date 3 times
I have wasted a whole day, waiting for the delivery and it not arriving
This is the second time, as they didn’t deliver on the day they said on my last order
I won’t be using you again”
“Not very pleased at the moment haven’t received my order yet, ordered on the 12th of July hopefully you are going to deliver it on Tuesday the 22nd of July.”
“I have already sent a communication to the Coal Shop, to which I am waiting A reply. To repeat my comments, I would say that while the coal was fine, if a little wet. The delivery service was appalling. The driver had a pallet which was too small. The machine he used was underpowered and the pallet had been badly stacked.
The result neing that that entire load callapsed on the pavement outside my property and the driver made no attempt to help rectify the situation.
I had planned to order a second tonne of coal but I'm reluctant, for fear the same delivery service are used.
Regards Tom”
“I was emailed and asked to review the coal shop , bearing in mind I ordered almost 10 days ago I cannot comment on the delivery as still waiting.
I did ring after a week to see where it was and the service was nice and did provide me a tracking reference but it wasnt even collected by the carrier yet. At the moment I still have no delivery date so going to be over 2 weeks at this rate , fortunately it's been nice weather so wasn't desperate for coal”
“"When your order reaches the local depot (within 2–3 days), our Haulage Company will contact you to arrange delivery. We will try to meet your preferred date, but this cannot be guaranteed due to external factors beyond our control."
8 days since I ordered just writing a review for something I have yet to be contacted regarding delivery!”
“Delivery was prompt by an efficient carrier but the item, a£200 coal bunker, arrived dented with one fastener broken. This was raised with The Coal Shop and has been ignored. Very poor communication.”
“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.”
“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.”
