Reviews Analysed
21
We Collect & Analyse Reviews
Coals2U
Experiences & Reviews
Coals2U is a UK-based online retailer of solid fuels and firewood that sells smokeless coal, anthracite, briquettes and kiln-dried logs for domestic heating. Customers order via the company website for home delivery; the business uses a depot and driver network to fulfil orders across the UK. People searching reviews typically look for information about product condition, delivery reliability, customer service and online ordering.
Overview & Key Metrics
Positive Sentiment
43%
Latest Review
29d
Overall Rating
2.5
Our Analysis
🎯
Service quality
Reviews describe both punctual, helpful drivers and frequent problems: delays, cancelled or missing deliveries and inconsistent scheduling.
Share
Mixed
21%
💰
Value for money
Some customers report good prices or discounts, but many complain of wasted money on wet, contaminated or poor-quality fuel.
Share
Weak
13%
⚡
User experience
Several reviewers report website login, cart and checkout failures and a lack of order confirmation, undermining purchase confidence.
Share
Weak
5%
🔧
Product quality
Numerous complaints about wet, damaged or contaminated coal and missing bark on logs, though some customers received sound, solid fuel.
Share
Weak
12%
📞
Communication
Some customers receive clear emails and driver tracking; others report poor, automated replies and little timely delivery information.
Share
Weak
21%
⭐
Overall experience
Overall feedback is mixed but leans negative: several positive delivery stories, but a larger group report delivery or product failures.
Share
Weak
28%
Our Independent Methodology
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Data Collection
We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
100% Independent
Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 21 verified reviews (December 2021 – September 2025).
Coals2U delivered Exactly What I Wanted
"I have been on the Coals2U and Homefire emailing list for a few years. I ordered 12 bags of Brazier smokeless fuel on Saturday 28th Oct. I then looked..."
John O'Sullivan
Trustpilot
Sep 30, 2025
Featured for: Positive product and delivery experience
Soaking wet coal
"Soaking wet coal. Emailed customer services who copied and pasted a message, well hidden on their website. This states to open the bag and let it dry..."
Tom m
Trustpilot
Sep 30, 2025
Featured for: Concrete wet coal product complaint
Delivery delays and poor communication
"Ordered on 28th Sept, with delivery lead time of 10 days. Received email 2 weeks later to say delays due to volume of orders previous weekend (when de..."
Rose
Trustpilot
Sep 30, 2025
Featured for: Delivery delay and poor communication
Tried to order online
"Tried to order online. Would not let me login. Requested a link which logged me in, but after ordering, could not progress from m..."
GTE
Trustpilot
Sep 30, 2025
Featured for: Website login and checkout failure
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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Showing all 21 reviews
All Customer Reviews
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: September 2025
H
Howard Barnsley
trustpilot.com
Sep 30, 2025
They say price includes delivery
They say price includes delivery, that's a lie, min ord...
J
James
trustpilot.com
Sep 30, 2025
AWFUL ANTHRACITE
AWFUL ANTHRACITE - CHEAP DANGEROUS FAKE PRODUCT APPARENTLY SOU...
M
Man From Cheshire
trustpilot.com
Sep 30, 2025
Awful stuff
Awful stuff. Not sure what’s happened but their products have seriously gone down hill. Soaking...
G
Gary Hanson
trustpilot.com
Sep 30, 2025
Fantastic company …
After reading poor reviews I panicked a little bit. Messaged Coals2U asking for a delivery date. My Message was answered the same day wi...
G
GTE
trustpilot.com
Sep 30, 2025
Tried to order online
Tried to order online. Would not let me login. Requested a link which logged me in, but after ordering, could not progress from m...
R
Rose
trustpilot.com
Sep 30, 2025
Delivery delays and poor communication
Ordered on 28th Sept, with delivery lead time of 10 days. Received email 2 weeks later to say delays due to volume of orders previous weekend (when de...
D
Dale Selwyn
trustpilot.com
Sep 30, 2025
Poor delivery timeframe
10 days for delivery advertised on the website. Spoke to customer service on day 14 to be told they will let me know...
G
Gabrielle Fallows
trustpilot.com
Sep 30, 2025
Bulk order coals to yiur home
I ordered from coals2u and then read the reviews and they frightened me but honestly it was excellent. They state clearly in the website delivery can...
T
Tom m
trustpilot.com
Sep 30, 2025
Soaking wet coal
Soaking wet coal. Emailed customer services who copied and pasted a message, well hidden on their website. This states to open the bag and let it dry...
P
Peter Hales
trustpilot.com
Sep 30, 2025
Thoroughly wet coal
Thoroughly wet coal. Told I would get a date for delivery but didn’t, consequently my shovel in the bunker was buri...
M
Ma Am
trustpilot.com
Sep 30, 2025
Took money then never delivered
...
c
cookie
trustpilot.com
Sep 30, 2025
Gravel in my compressed smokeless coal
Coal was delivered with three bag ripped damaged and partially empty but driver took a picture of the 50 bags delivered BUT did not take a picture of...
k
kevon powers
trustpilot.com
Sep 30, 2025
Coals2u
Ordered over days ago now. Delivery has now been cancelled again! Not sure...
C
Col
trustpilot.com
Sep 30, 2025
Ive had it with these rip off…
Ive had it with these rip off merchants. Been a long time customer, used to know all the drivers etc. Last year my biggest complaint was their kindlin...
J
John Moores
trustpilot.com
Sep 30, 2025
Non delivery and then had to wait
Have used the company a few times with no problems. Waited a week for a delivery and was informed on the day of delivery that the vehicle had broken d...
M
Mark Shimmin
trustpilot.com
Sep 30, 2025
Wet coal!
Drivers are great really helpful. Unfortunately they store the bags of coal outside and they are always wet - I ask you what good is 2 dozen wet mushy...
M
Mandy
trustpilot.com
Sep 30, 2025
I have used coals2u for over a year now…
I have used coals2u for over a year now so glad i found this company.They have always delivered within 5 days inform you via e mail about delivery but...
G
Gerrycan
trustpilot.com
Sep 30, 2025
Great service
Great service Not sure why so many people moaning. Ordered Tuesday delivered...
c
christine dilley
trustpilot.com
Sep 30, 2025
Will definitely use again
Delivery 5days after ordering. Kept informed of delivery Driver so helpful put wood and coal into containers in my garden even brought tw...
J
John O'Sullivan
trustpilot.com
Sep 30, 2025
Coals2U delivered Exactly What I Wanted
I have been on the Coals2U and Homefire emailing list for a few years. I ordered 12 bags of Brazier smokeless fuel on Saturday 28th Oct. I then looked...
Conclusion
Reviews for Coals2U show a clear pattern: many customers praise quick deliveries, helpful drivers and good value when orders arrive as expected, while numerous recent reports raise concerns about product condition (wet or contaminated coal) and delivery reliability. Several reviewers also describe problems with the website or ordering process and limited or automated customer service replies. If you consider ordering, ask for an explicit delivery slot and confirmation email, inspect bags at delivery for wetness or contamination, and keep photographic evidence if you need to claim. These steps reflect the main issues found across the reviews and can help manage risk when buying smokeless coal or logs.