Coals2U - www.coals2u.co.uk

It looks like Coals2U have dropped the ball. Order placed 2nd December - finally got a delivery date of 18th December. A long way over the SEVEN day delivery quoted. How can this possibly be a weather issue as quoted? The order was placed a full week before the snow arrived. Time to look elsewhere I think.

I ordered five 25kg bags of coal online on 19 Nov and was told they would be delivered no later than 27 Nov. When it didn't arrive on the 27th I was told it would be the 30th. As of today (2 Dec) it has still not arrived. Won't be using again.

Second time I've had kiln dried logs from this company and both times the service promised has failed to delivery.

Obviously the whole point of having kiln dried logs is the low moisture content, that they supply them in large bags makes them even more desirable.

The website asks for information about where the delivery should be left and if a pre-delivery telephone call is required. On both occasions these requests have been ignored.Just woken up to discover that the latest delivery has been left roadside and they have been there all night in some of the worst rain for months. Don't waste time completing these sections, they will come when they come and be left wherever is most convenient for the deliverer.

Ordered a summer top up of smokeless fuel ready for the autumn. Coals2u phoned prior to delivery day and, as I was working, we agreed for delivery to back door.

Actual delivery was up a steep garden path to the coal store - couldn`t have asked for better.

Have bought from Coals2u for 4 years, have arranged 5am deliveries in the past and late evening and always very helpful delivery drivers.

For delivery to the door and where stored - I've not found better.

I can't say anymore than excellent. Didn't expect delivery until after the New Year but today, there it was in my garden. Not only a great deal but delivered promptly. I think I have found my lifetime's supply of coal. A toasty thanks and a Happy New Year to Coals2u.

I have now placed two orders with this company, "Coal2U". The first arrived as ordered, pleasant service on delivery but the household coal was not of great quality did not give a clean burn and low heat. Having worked in the coal industry I was not overly impressed. However, recently received a cold call and decided as winter is approaching and needed more coal to risk it but go for a better grade of coal. Placed order, paid by card and delivery promised in "5 to 7 days". shortly after I received a voicemail saying coal would be delivered "following day" so waited in but no delivery. Nine days later still no coal so called again and was informed weekends do not count but assured coal would arrive in 2 days. A further seven days later still no coal and when I rang their despatch the contact could not say when it would be delivered. So, despite having taken my cash I'm still waiting some 16 days after ordering with no clear idea when or if it will arrive. To be fair the chap who took the call was suitably embarrassed but what a performance! I recommend you try elsewhere, anywhere!

I was worried after placing my order and then seeing the reviews (I always seem to find bad reviews after ordering!), but it couldn't have been better.

On my order, I asked for a phone call prior to delivery so that I could make sure my back gate was unlocked. They called me a couple of days before and even confirmed that it would be early morning (they actually came at 8.45am).

The delivery was perfect and the coal was loaded into my coal bunker for me.

I couldn't have asked for a better service really, especially as I only wanted 100kg and most other suppliers wanted a minimum order of at least 250kg (far too much for my small fire basket).

It's possible that the excellent service is because of an excellent local distributor, so I should say that I live in Newmarket, Suffolk.

Easy to order and pay on the Coals2u website. However when the order was delivered it was incomplete. Driver said they'd deliver the rest of the order soon. Delivery was weeks ago and the reminder of my order has never turned up - and we've had no contact from the company to either apologise, explain or arrange to complete the order. I rang today and the guy who answered the phone couldn't have cared less - he was in fact quite rude. No apology, just said they'd complete the order when they were next in my area!! But couldn't say when this would be and thought that was entirely reasonable! I pointed out that I'd paid for it and if they couldn't or wouldn't deliver it then I wanted a refund. He said he'd have to check with the 'online team' regarding the amount and they would process it in 3-5 days. When pressed to confirm the amount of the refund, when it would be processed and when I'd receive a call confirming how much that would be, he said 'tomorrow - but dont hold me to that...' which doesn't exactly fill me with confidence. I suspect I'll never see a refund (but if I do I'll update this review).

Absolutely dreadful customer service - avoid at all costs.

I have used this firm before, generally without problems, but I have been badly let down today. A telephone call yesterday evening said that my delivery would come today: then today, it transpired that the main part of the order was not in stock. It was said to be in stock when I placed the order exactly one week ago, so either the website was not accurate or the stock has been sold somewhere else: I suspect the latter.

An awful company to deal with.

Good website and easy to pay.

After that - you can't track your order, as no one has bothered to update your records. When you phone up to enquire the reference number that is give in your confirmation e-mail does not work on their computer system.

They do not tell you if they are going beyond the 5 working day delivery deadline.

I was promised a telephone call the next day when the depot was open to tell me what was gong on - no phone call.

I've been ordering coal for about 18 years from various mercahants - I've never, ever come across a company like this.

Will never order from them again - wish I'd done more research before placing my order.

Dreadful, frustrating company to deal with in my experience.