HouseFuel Reviews Summary

Delivery Service

Pros:

• "First delivery arrived on time, driver was very helpful and brought the pallet up the lane to my coal shed - thank you very much."
• "The delivery and the driver was excellent."
• "House Fuel were great, the most competitive price I could get and excellent delivery service."
• "Next day delivery as promised."
• "No complaints what so ever - delivery was on time, the driver who delivered was cheerful and could not do enough to help."
• "The delivery driver was very good 10/10 Well done."
• "The delivery driver couldn't have been more helpful."

Cons:

• "Cheap yes, but poor customer service as it only takes a phone call to explain delivery is running late instead of keeping us waiting around for hours needlessly."
• "There were some problems with the delivery date, due to the system used by the distributer."
• "The prices are good but their choice of haulage company was very disappointing."
• "Delivery arrived three days late."
• "Wrong coal delivered, and after a question as to whether I was telling the truth or not in my complaint - they up-lifted the half pallet after a delay and promised the correct delivery - which is still awaited."
• "House fuel have great difficulty in delivering on a set date and will mislead the customer with information which is not true."
• "The coal didn’t arrive on the day specified by them and I was fobbed off by a lady that blamed palletways who are their delivery company."

Product Quality

Pros:

• "These give out a lovely heat and burn well, they also keep in overnight if stocked well."
• "This is the best Quality Anthracite we have ever had !!! at a very fair price."
• "The Selected Ovoids Coal gives out a Good Heat seem as all sorts of shapes and size nubs in the bags nice and dry though."
• "Ovals delivered on due date look good and dry."
• "The burnrite is a very good quality coal, high heat, long lasting and little ash."
• "The coals burn brightly and very hot, and last a long time."
• "The colombian coal is the best I have ever burnt, used the fire for an entire day only produced a small shovel full of ash."

Cons:

• "I am now £31.00 out of pocket due to no fault of my own."
• "The product is garbage. Produces little heat."
• "Coal is under weight and wet. Large amounts of slack in each bag."
• "every bag we have opened is of sludge consistency and broken ovals of coal, every time I have tried to use it on the fire it simple puts the fire out."
• "Double the amount of ash. Offensive odour when lit."
• "The heat output is very poor, so although the price was good it isn't good value for money and we will not buy this fuel again."
• "However the ovals purchased this year are no way near the quality from previous years."

Customer Service

Pros:

• "HIGHLY SATISFIED, RECOMMENDED."
• "Very Happy in every respect."
• "The customer service was second to none! Was really impressed and ive definitely recommended them to my family and friends."
• "Excellent Service - Excellent Prices - Easy friendly approach when contacted and upon delivery."
• "Returning customer, this company is well organised to deliver a great service at competitive prices."
• "During all phonecalls I received 10 out of 10 customer care from a lady called Sam."
• "A very high quality service! The web site is easy to use and the prices are very competitive."

Cons:

• "Waited in for a total of three days as the goods failed to arrive despite several assurances it was on its way, I was continually fobbed off with false promises and wasted a considerable amount of time and effort dealing with something which should have been straightforward."
• "Poor phone service, but the delivery driver couldn't have been nicer."
• "I called the customer phone line twice - each time it rang for over 5 minutes, each time someone picked up the phone only to put it down on me immediately."
• "Don't bother to ring the number because it is a waste of time. You will find the staff unhelpful."
• "I resorted to the online chat where I complained about the phone service and received a very rude response with zero apology."
• "No phone call other than me contacting Home fuels, apologies are cheap and mean nothing."
• "I won’t be ordering from them again, they need to find a new courier at the least, and work on their customer service."