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Living just a short distance from the local depot in the Scottish Highlands, we initially observed a large stock of firewood pallets. We ordered over the phone, anticipating delivery within 5 business days. Unfortunately, after some delays, we were told the item was out of stock and advised to adjust our order. The revised order also missed the expected delivery timeframe, and only after several follow-ups did we learn it would take longer due to shipping from another location. Frustrated, we chose to cancel the order. Despite being promised a refund for the significant amount of £224 to our credit card, it never arrived. We followed up multiple times but received no callbacks or resolution until we escalated the issue to the finance department. Only then was the cancellation recognized and a refund promised. We are still waiting for this. Given this experience, we will not be returning to this service, as maintaining a good reputation is crucial in our community.
Living just a few miles from the local depot in the Scottish Highlands, we initially noticed a large supply of firewood pallets. We placed our order over the phone, expecting delivery within five business days. However, after some delays, we were told the item was out of stock and were advised to change our order. The revised order also missed the expected delivery timeline, and it was only after several follow-ups that we learned it would take longer as it needed to be shipped from England. Frustrated, we chose to cancel the order. Despite promises of a refund to our credit card for the substantial amount of £224, it never arrived. We pursued the issue repeatedly but received no callbacks or resolution until we escalated it to the finance department. Only then was the cancellation acknowledged and a refund promised. We are still waiting. Given this experience, we will not be returning to this service, and maintaining a good reputation is crucial in our community.
Received a bulk delivery in January but have only used the coal a couple of times due to being away. On those occasions, I noticed very little flame, no heat, and it took an unusually long time to appear as though it was burning. Today, I attempted to light a 'roaster' and could hold my hand 300mm above the coals after burning for an hour! I can only describe it as 'barely warm.' It's completely ineffective and a waste of money; the service seems to be misleading. I can only assume they received a bad batch, but if that’s the case, I suspect they’ve had numerous complaints.
So far, over 50% of my orders have not been delivered as promised. One delivery was expedited after I contacted the customer team, but the last representative I spoke to was completely uninterested and dismissive. Her promises of delivery within two days turned out to be untrue. It's now the weekend, and I plan to cancel this order on Monday and seek service elsewhere. I need this coal not for leisure but to stay warm as we don’t have mains gas. I understand the challenges posed by the current situation, but this poor customer service has been a consistent issue long before. I will now look for delivery from other companies that value their customers.
We live a short distance from the local depot in the Scottish Highlands and saw bulk pallets of firewood available. We placed an order by phone with a promise of five working days for delivery; after a delay, we were informed it was out of stock and advised to amend our order. The amended order did not arrive within the promised timeframe, and only after multiple follow-ups were we told it would take longer because it had to come from England. We decided to cancel; the promised refund back to our credit card (a significant £224) never came. We pursued this and received no callbacks until we escalated the issue to the finance department. Only then was the cancellation recognized and a refund assured. We now await this. We will not use this service again, as local reputation matters greatly.
I ordered coal from this service on 13/09/18. Money was taken from my account the next day. A month later and after several calls, I still had not received my coal. The complaints department did not respond to my complaint. The only positive aspect was that the call operators were polite while providing false reassurances. My advice: AVOID AT ALL COSTS! Now waiting for a refund. UPDATE: Unbelievably, coal was delivered within an hour of leaving this review!
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