BBQ Gas London: most-reported complaints
Automated analysis of 287 public Trustpilot reviews published 2020-04-21 to 2026-08-31. TrustScore 4.9 from 4,455 total reviews — see the Trustpilot page. Quick answer: is BBQ Gas London legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with delivery timing and reliability, with late deliveries and failed deliveries each accounting for 24% of the 33 complaints identified. Faulty products were the next most common concern, cited in 18% of complaints, followed by items not matching their descriptions at 9%. The analysis covers 287 reviews from April 2020 to August 2026, but no clear trend can be established for these issues due to insufficient review volume.
How to reach BBQ Gas London
These are the contact details BBQ Gas London publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 0207 183 5790, address Unit 1 Mill Farm, Whalebone Lane North, Romford, RM6 5QT, GB.
The company claimed its Trustpilot profile on 2020-09-28, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-01. Trustpilot ranks it 4 of 29 in Gas Company. We last checked this profile on 2026-09-24 and found 1 new review. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: BBQ GAS LONDON LIMITED (no. 11160768), active, incorporated 2018 (8.6 years); next accounts due 2026-10-31, last accounts filed 2025-09-22. 1 current officer; 1 filings in the last 12 months (18 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
Forum footprint: 1 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “BBQ propane”.
Elsewhere: 4.8★ on Google (57 reviews)
TrustScore over time
5.0 → 4.9 across 14 census measurements since 2026-08-11. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-11 (100%, 0.3d) · 2026-08-14 (100%, 0.3d) · 2026-08-18 (100%, 0.3d) · 2026-08-21 (100%, 0.3d) · 2026-08-24 (100%, 0.3d) · 2026-08-27 (75%, 0.3d) · 2026-08-30 (75%, 0.3d) · 2026-09-02 (100%, 2.0d) · 2026-09-08 (100%, 2.0d) · 2026-09-11 (100%, 2.0d) · 2026-09-14 (100%, 2.0d) · 2026-09-17 (100%, 2.0d) · 2026-09-21 (100%, 2.0d) · 2026-09-24 (100%, 2.0d).
Severity: 6% of this company’s 33 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 1.0 days between the experience and publishing their negative review (25 reviews record both dates).
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Reply quality: of 23 company replies to negative reviews analysed, 74% engaged with the specific problem and 4% were generic templates.
12% of its 267 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: delivery late makes up 24% of this company’s complaints vs a 24% median across 53 ranked companies in its sector.
Review velocity: 438 of this company’s 4,455 Trustpilot reviews (10%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about BBQ Gas London?
Delivery late
8 reports · 24% of complaints“I ordered on a Tuesday evening and it didn’t arrive until late the following Tuesday.”
The company replied on 2026-05-08: “Dear Serg, Apologies for the longer wait with your order. Our free delivery option is currently 3–4 working days and, due to the bank holiday period, your delivery fell on the following Tuesday. We…”
Our classifier read this reply as a substantive response.
“The delivery company didnt turn up they have not contacted me to say when my order will deliver”
The company replied on 2025-04-18: “Hi Paul, Thanks for your review, and really sorry to hear you were left unsure about your delivery. We’ve checked on our end, and your order was delivered on 15th April at 8:48 AM — to the same spot…”
Our classifier read this reply as a deflection.
“Arrived at 6.45am with no notice”
Delivery failed
8 reports · 24% of complaints“I am still waiting for my gas bottle - the company has charged me the amount for it, but won't answer any emails or phone calls”
The company replied on 2020-05-18: “Hi Ana Apologies that your order was missed from our delivery schedule. We will arrange a delivery tomorrow. Unfortunately our phone lines were switched to voicemail during the first few weeks of…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
“They debit you quickly but don't deliver!”
The company replied on 2020-04-21: “Good evening Apologies for delay Phillippe. Due to unprecedented demand, staff working remotely, bank holiday weekend closures and our limited operational capacity at present, we have been unable to…”
Our classifier read this reply as a substantive response.
“Had to pick it up from the next Street”
The company replied on 2026-04-15: “Thank you for your feedback, and we are sorry for any inconvenience caused. In some locations, particularly where access is limited, our drivers may need to stop at a nearby safe point and ask if…”
Our classifier read this reply as a substantive response.
Faulty product
6 reports · 18% of complaints“It was delivered filthy.”
The company replied on 2024-12-27: “Hi Julia, Thank you for taking the time to leave your feedback. We're sorry to hear about your experience and apologise that the canister delivered to you was not up to standard. Please could you get…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
“the sharp edges on some of the parts were not removed”
“Sadly the gas bottles arrived full of mud”
The company replied on 2024-02-20: “We are sorry to hear the cylinders arrived this way. We have reached out to you via email and would be grateful if you could forward some photos so we are able to forward these to our supplier and…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Not as described
3 reports · 9% of complaints“BOTTLE WAS FILLED TO ABOUT 80% THIS WAS REPORTED BUT FELL ON DEAF EARS”
“Instead of replacing my empty propane canister with a new one you took my full one and gave me another full one!”
The company replied on 2025-06-07: “Thanks for your review. We’ve checked your delivery and it looks like a full 11kg propane bottle was delivered, and an empty 6kg was handed back to our driver by someone at the property. It might’ve…”
Our classifier read this reply as a deflection.
“The instructions were difficult to follow, and didn't make sense, it needs clear photographs to show how section attach to each other”
The company replied on 2025-09-02: “Hi Sean — sorry the instructions were confusing. We’ll feed this back to the manufacturer and request to update with clearer step-by-step photos. If you need help in the meantime, please contact our…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Support unhelpful
3 reports · 9% of complaints“You responded, but there is no resolution yet”
“received a very rude email telling us to be more careful when ordering in future”
The company replied on 2020-07-27: “Hi Joe, thanks for sharing your feedback. We are sorry your experience didn’t match your expectations. Unfortunately as your order was placed through Paypal Express and our shipping label system is…”
Our classifier read this reply as a substantive response.
“they definitely delivered this half empty!”
The company replied on 2020-05-19: “Hi Michael, We do still deliver your postcode area - you can place the order online as you did with your initial order. We do however have a new postcode validator in place since you last ordered so…”
Our classifier read this reply as a substantive response.
Billing errors
2 reports · 6% of complaints“tried to charge me twice had to phone to get refund”
The company replied on 2024-09-20: “Thanks for your recent order with us. We apologise for the issue via the Link Payment checkout and we have passed this onto our web developers to resolve.”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“My last order registered as 2 spare where I only had one”
Compare BBQ Gas London with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-05.