Hello Deborah,

Thanks for the feedback.

We are very sorry to hear that one of the bags of charcoal arrived with a split. This is certainly not something that we would ever expect to happen.

A member of our team has tried to call you this morning to discuss this further and to offer a resolution. If you could please call us back on: 01962 793800 when you have the chance.

We look forward to hearing of the swift fix on this matter shortly.

Best wishes,
Big Green Egg Customer Service Team