Fergusson Coal Avis 8

Residing just 4 miles from the local depot in the Scottish Highlands, we initially noticed a sizable stock of firewood pallets available. We placed an order via phone, expecting delivery within 5 business days. However, after some delays, we were informed the item was out of stock and advised to modify our order. The modified order missed the expected delivery window, and only after multiple follow-ups were we informed it would take longer as it needed to be shipped from England. Frustrated, we decided to cancel the order. Despite assurances of a refund to our credit card for the significant amount of £224, it did not appear. We pursued the matter 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 on this.Given this experience, we will not be returning to this company, and in our community, maintaining a good reputation is essential. Ferguson should be aware.

انا قمت بالاشتراك في الشركة وبعد الدفع
من المفترض ان اقوم بسحب ارباحي منها
حاليا تم ايقاف السحب ولا نستطيع السحب
نأمل ان يتم فتح السحب وارجاع حساباتنا

received bulk delivery in January, have only had cause to use the coal twice due to not being home, (isolation elsewhere.. ) on those occasions I saw very little flames, zero heat, and taking an age to look as though it was burning.. today I returned and set about getting a "roaster" on.. I could actually place my hand 300mm above these "coals" after burning for an hour!! and I do mean directly above.. and can only describe it as "more than warm.. ".. load of rubbish, it doesn't burn, waste of money, company are pulling a fast one.. I can only assume they had a huge batch of bad "coal" but if so I reckon they also had many complaints..

Out of all orders so far over 50% not delivered as promised, one of those deliveries was chased up by the customer team and delivered the next day due to the person I spoke to, however, the last person for this latest yet undelivered order sounded totaly bored and dismissive, it goes without saying her promises of next two days of delivery were lies. Its now the weekend and on Monday I am cancelling this order and going elsewhere, I need this coal not for long romantic nights in sipping wine but to keep bloody warm as we are not on mains gas. I understand given this difficult period dealing with the virus and self isolation can lead to understandable delays but this is a historic track record of poor customer care prior to this current situation. I am now going to seek delivery from other companies who do value their customers.

Purchased brazier coal, had a great experience with the customer service team. Very helpful

We live 4 miles from the local depot in Scottish Highlands and noticed they had bulk pallets of firewood in store. We ordered by phone with a promise of 5 working days delivery; after a delay was told it was out of stock and there would be a delay so was recommended to amend order.
The amended order did not arrive within promised timescale, only after chasing several times was told it takes longer because it has to come up from England.
So we cancelled; the promised refund back to credit card (a not insignificant £224) did not materialise, we chased this and never got anyone to call back with an answer; they then said there was no record of the cancellation and only when pushed at finance department level was it identified, and a refund assured. We now await this.
Never will we use this company again, and where we live local reputation is all important. Ferguson, take note.

poor service ridiculous long delivery time, avoid

Ordered coal from this company on 13/09/18. Money taken from my account following day. 1 MONTH and several calls later still no coal. Complaints dept didn't even bother to respond to complaint. Only saving grace is call operators were polite when offering, so far, false reassurances.
My advice: AVOID AT ALL COSTS! Now waiting for refund.

UPDATE: Unbelievably, coal delivered within 1 hour of leaving this review!