Cpldistribution Reviews 38

Was delivering to someone on our road, parked across our drive and my partner came home from work early, I asked him to move and I was completely blanked, then I had to shout excuse me to this guy and all I got in response was ‘I’ve got a bag’, luckily looked to have been the last bag to take out, but how rude if you hate your job that much why don’t you find another one.

Awful customer services, rude, didn’t listen to me. Insisted they were not to blame for their appalling service. We have used them for 15 years. I rang to order our usual which had increased significantly and when I asked if there were any deals I was shot down in flames and Celia said ‘take it or leave it’ in so many words. We then search online and found the same product from the same company £5 cheaper a 25kg bag of smokeless. Someone rang us back, a man who was very understanding and said Celia line manager would ring. Well goodness when this lady rang I got the same treatment and told Celia was wonderful and she didn’t take onboard anything I was saying. We were felt that we should complain and if we did we would not be listened to. Our advice is order online, better rates and no personality/dynamics

Appalling service waited 3 weeks and had to demand a refund, then had audacity to spam my mobile and house phone to see if I needed any coal (in a heatwave I might add)

Excellent delivery service of our Homefire logs. Pleasant and efficient driver who was happy to put our logs just where we needed them. Thankyou.

Order Number 415394 1 tonne of Brazier on 05/05/2023 delivered 11/05/2023. Chris the driver was so helpful. He used his 30 minute break to take the coal to my shed in the back garden in the pouring rain
Thanks Chris.

Fed up with their appalling service.
First time order was dumped in front of the coal bunker!
Second time turned up a day late.
This time delivery has been booked in on 2 days and not turned up either day.
Still waiting for delivery.

Took payment for an order a week ago and then had confirmation yesterday by email and text that they will deliver today. Had to chase them as didn’t arrive to be told it will be delivered later. Then someone else called from CPL to say it’s failed due to issue at Donnighton and they would contact early next week to confirm delivery. Luckily found someone else and told CPL to cancel the order and requested a full refund.
Appalling service and also put in a complaint. I want my money back!

They were meant to deliver the coal into our coal store, but just left it on the front doorstep instead. Half a tonne of it. I rang them to get someone back and was promised they would turn up within the day. No-one showed. I rang them every day for a week, and got every excuse going. Finally, two weeks later I gave up and moved it all myself. We will be looking elsewhere for coal in future. Avoid.

Ordered coal on the 4th December 2022 they took payment on the 7th of December , no coal was delivered for four weeks, received an email saying delivery next day it never arrived, we phone they tell me it's been delivered, we argue on the phone they finally admit the driver said he delivered it but didn't but as he's done that they've git to raise a new order and we're back to two week lead time, finally received our coal in January 2023 five weeks after order, today received a letter demanding payment for bill we've already paid for, this crowd ard appalling, after a call today and another complaint raised were lady on phone could see we've already paid , apologised but still apologise are cheap we will never use them again.

Although my order took four weeks to arrive (having paid upfront), I was fairly relaxed about it as I had placed the order in plenty of time.
My main issue is with the quality of the fuel. I had previously used the Brazier smokeless fuel which burnt consistently enough that I was able to turn off my heating completely, and maintain 17.5 degrees with ease through the day dropping to about 12 overnight. But... it produced a great deal of acrid ash which was affecting my breathing.
So... this time, I ordered 'Green coal' which apparently burns hotter for longer and produces less ash.
The ash produced is without doubt much more pleasant to deal with and can apparently be spread on the garden.
But in terms of producing heat; it is pitiful. In four days I have gone through nearly 50 kg of coal (more than six times my previous consumption) and failed to reach temperatures above 16 degrees for any length of time. The temperature is ranging between 14 and 16 degrees, though it only drops to 12 overnight. A very expensive mistake on my part as I ordered 500 kgs. The silver lining? At the current rate it'll be used up in six weeks!

What a very unprofessional company CPL coal merchants are. I received an Email at 4-30pm to say they would deliver the next day. I was committed to preparing a lunch for people in their 80/90s I discussed the delivery with the customer services and an Email was sent to the delivery depot at Chard. 1 please deliver first or last thing 2 phone me so I could pop home, (5 mins) to open the electric garage door. I could not leave the door open as the contents would have been soaked with rain and possibly stolen. Guess what I returned from the lunch to find the bags stacked next to the garage. I am a 73 year old widow with Arthritis. I had made this perfectly clear to all concerned.How on earth am I suppose to stack 25 kg bags of coal in my garage. I made the appropriate complaint. Told them to come and take the coal away and reimburse me and I would never use them again. Customer services said they took all complaints seriously. Guess what nothing, no phone call no Email. What a shower. Well don’t suppose anybody reads these reviews, but hope Steven Leslie Anson MD you are proud of you Company. Poor.

I line in Edinburgh, and ordered fuel on 16th December. It didn't arrive by Christmas. Didn't arrive by New Year. It still hasn't arrived, today being 11th January! When you phone the English number provided, they don't know what is happening. When I asked for the number of those who would know, it couldn't be provided. When I asked them to phone those who would know them selves, they claimed not to have a number, it's all computerised!! Appalling service.

I ordered my coal on 10th December 2022 was advised it was being delivered on the 19th, never arrived ! I chased the order and was told that the lorry had broken down and that my order had been deleted by accident!!! I was advised to go to B&Q or the Range to buy some (what a cheek) I have just paid them £115 and I don't have surplus funds for buying it all again. They then reordered my coal on 22/12/22 and I was told it would be delivered 3rd January 2022 STILL NO COAL. I rang again for the seventh time since 19/12 and have now been told they do not know when I am going to receive it, I asked for a refund and was told it takes 5-7 working days to get one so I should wait for the coal!! I am at my wits end I am disabled and rely heavily on being warm and coal is my only form of heating. I have been told that 2 complaints have been messaged to the Manager, yet still no reply. Disgusted on how I have been treated !!

If I could zero stars I would!! No coal delivery received before Christmas and now to be told it won’t be here until the new year! What an absolute joke!!

Ordered coal on the 11th of December , we have a fortnight cycle of delivery.
This morning the day the delivery was due , I received a voicemail stating that the delivery will not be today and not before Christmas and probably before new year .
Took 20 mins to get through on the phone and despite having this order for nearly 2 weeks could not get a delivery date and was offered a free bag of kindling laughable leaving us with out fuel over Christmas.
Order cancelled but still waiting for a refund .this company had gone downhill since closing the Ferguson office in Scotland . Now having to deal with pretty useless people in chesterfield who have no clue what the depot's are doing .

ordered on the 4th of december took my 170 quid two days later and still no delivery, no communication, cant get through on the phone, if we ever get our delivery it will probably be the last one, being disabled its imperative to stay warm .

So I use to collect my coal from the Ilkeston depot, great service and price however, they’ve closed this to cash and carry now so can only order on-line.

Needing some coal quickly, I asked if I could pay on line (as delivery is currently up to 2 weeks) then I would collect from Ilkeston (which I use to do) but this wouldn’t be entertained, so I’m now taking my £170 order elsewhere to buy my coal.

CPL, you need to be more flexible in these times to help your loyal customers.

I can't really go too bad with the company, the driver's are first class and very polite and helpful. On the whole the ordering system usually works, but when it's bad it's very bad. I've stopped ordering on line and paying up front as it can be a long time before I receive the delivery.
My recent experience is not good, as I can't get full fat coal anymore I ordered Brazier smokeless. If you're tempted don't. It's rubbish. It's very poor burning, hard to light and produces loads of ash. Today between eight this morning and it's now nine, I've taken out three full trays.
I did contact them to complain and was told that if I wanted a better coal, buy a more expensive one or add their hardwood logs to the Brazier.
This is the worse thing that you can do to a chimney, I'm really disappointed and need to find a more honest supplier.

Absolutely shocking . No other words . Took my money in September . By end of October no delivery date so I chased . Without notification , they then dumped the lot in my front garden . They were smokeless logs - I was away - the rains were heavy and I have a terrible amount of disintegrated logs in my front garden . They won’t compensate to get it cleared up . T

If I could have given no stars I would.
I ordered five bags of smokeless fuel from cpl to b the 03/10/2022. They aid it would be with me within seven days. This time elapsed and on the following Wednesday I received an email saying my driver Cary would be delivering the product the next morning. morning comes and goes, afternoon comes and goes. Still no delivery, the comps is contacted at around 1700hrs I’m told “it is out for delivery” it still does not arrive. Friday morning arrives and cpl are again called, I am this time told that the waggon mysteriously has broken down. (Not the customer’s problem) I am told that my order will not be with me today as it should have been with me yesterday, but it wasn’t and so will have to be rearranged. In other words, I’m being penalised for their mechanical issues. I was not given a re delivery date, just told it would be at some point. Surely, if a delivery company fails to full fill its obligation of delivery, it is done at the earliest opportunity, ie the next day. Not at some unknown time.
This is one sure way to impress new customers and to keep them loyal to your brand for years to come… oh wait… no it isn’t. It’s a sure fire way to get new customers to give bad reviews and to use the other fuel merchants in the area.
CPL… avoid at all costs.