Elgas LPG Gas Port Macquarie

Elgas LPG Gas Port Macquarie supplies gas bottles along with hot water systems and industrial gas in the Port Macquarie district. Accounts of the service point to a persistent gap between the call centre and the delivery side of the operation. Phone staff are described as helpful and polite, with orders and account changes handled well once queries are raised. The recurring problem concerns logistics and supply. Customers report waiting between three and five working days for refills, sometimes longer, without notice of when a delivery will occur.

An aspect raised across a number of reviews is that bottles are left unfilled or not delivered because gates cannot be left unlocked for extended periods, and callers describe being told no order exists in the system despite holding confirmation emails. Billing for cylinders that turned out to be empty is another grievance, as is the need to reorder manually. Requests to close an account and remove a bottle are processed without trouble, and that side of the business draws no complaints. Communication around delivery timing remains the central frustration across the accounts.

Customer service at the call centre is great, no problem with them. Logistics and supply is the problem, 3-5 working days wait and no notification or headsup they're coming. They seriously expect you to leave your gates unlocked for days on end. And when they do come they go and check the gate and don't even bother to knock on the door if they can't access the gas bottle. It's also up to you to reorder manually.

Automated system has depleted the logistics considerably. The wait is up to 72 hours on a bottle delivery. Whereas before it was same or next day

I ordered 2 gas bottles in September, I ran out of gas last night, Christmas Eve! I switched over to the 2nd bottle this morning, Christmas day ans guess what, There is NO gas in the 2nd bottle yet they've charged me for 2 full bottles!! What a disgrace! I'll be calling first thing boxing day IF they're open! Waiting on delivery was already a wait when first signed up!

Phoned Elgas to order a 45 kg gas bottle. Was told “It will be on the truck tomorrow for delivery” Tomorrow came and went, No Delivery! I phoned again the next day. They couldn’t understand why it wasn’t delivered, but promised it’ll be delivered the next day! That day also came and went. Yet again, Another Phone Call. This went on for best part of a week, each time I’d phone, I’d get the same response “Gas Bottle is on the Truck” after about 5 days of phone calls, usually getting thru to calls centres around NSW, I finally got thru directly to the Port Macquarie Office and you’ll never guess what they said! “The Bottles On The Truck” By this time, I had absolutely no trust in the company actually delivering the bottle. When I said I was cancelling my business with them and they can Keep The Bottle “On The Truck”they then went on to explain to me that because it’s Winter and they’re very busy, it can take a while to get the bottles delivered. I explained to them on the phone, If they had of said that they were very busy and it’ll take a week to deliver the bottle, I could have excepted this, but the fact is, when I’d phone them, they’d keep telling me that the delivery was loaded on the truck and on it’s way! By their Logic, My Gas Bottle appeared to have been on their Truck All Week, just driving around The Mid North Coast! This isn’t the first time I’ve been messed around by Elgas either, but it was the straw that broke the camels back, so to speak. After hanging up the phone to Elgas, I Phoned and signed up to SupaGas based in Kempsey. Bottle was delivered two days later as expected. Very Poor Customer Service Elgas. Very Poor!

Totally disgruntled with service received from Elgas Port Macquarie. Thursday 13 June 0730 ordered cylinder via automated telephone ordering system. Rang back at 0845 to check when it would be delivered. Told Thursdays was delivery day in our area but we had missed delivery on that day so it would be delivered on Thurs 20 June. On that day I rang Elgas at 1630 and was told it was on the truck and would be delivered that afternoon. It was not. By this stage I had run out of gas and had to do emergency run to collect bbq gas bottle and hook up as we need for heating and cooking purposes. I rang again Friday morning 21 June and was told there were driver issues but that they had contracted a Ute to complete deliveries promised on that day. At 1600 on that day I called again. The customer service person I spoke to really could not care less about our situation and responded if it does not come today you will get it on Monday. I asked her to contact the driver in the truck to find out how far away he was. She refused and said you will get it Monday now. On Monday 24 June I changed to another service provider at a cheaper rate. I would suggest anyone having similar issues should do the same as I find this service totally unacceptable.

Disgusting customer service!!! Order 2 bottles on Saturday, called at 4:50 Monday afternoon as when I got home from work I had not received the refill cylinders. Was patched through to a remote location and was told I was unable to be transferred to port Macquarie. Lady on the phone advised that there was no order in the system, even though I had an email with my order and tax invoice. Lady advised she had just created the order while on the phone and to call back first thing Tuesdays morning to see if I was on the gas run for that day. Called at 9:30am Tuesday morning and was again patched through to a remote location and told that I would not be receiving an order until at least Wednesday because my order wasn’t placed until Monday night (when the lady replaced it) after telling them I had no gas and exposing what happened the previous day regarding my order not showing in the system and was advised Trish from the port aquaria branch would call me to advise an eta. By 1:30pm I still had not received and phone calls. Again after calling back I was told Trish wa shush and unavailable and they could still not tell me what day the gas bottles would be delivered. I was told “they could be there right now or they could be there tomorrow, who knows it could take a little bit”. My 2 year old did not understand when I told her the gas company said she could have a hot shower in a little bit or in days. Every single person I spoke to was rude, unhelpful. And unapologetic who wanted to take no responsibility for the poor service! This is the first time going through Elgas port Macquarie as our previous supplier Forster had who were AMAZING sold the business. Tuesday afternoon I called and cancelled my order with Elgas along with my account and made an account and order through supagas with PT trade supplies in taree. Who were amazing and delivered my gas today. I would NOT recommend Elgas especially the port Macquarie branch to anyone! Unless you want to wait up to a week for a delivery and be treated horribly.

If I could give a zero star rating I would! We ordered a bottle of gas on the 31st of May and it is now the 8th of June, and we have called 5 times now and we still have no bottle! Do not waste you time or energy on this company!