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White Horse Energy reviews
Feedback for White Horse Energy has been compiled from
836
customer reviews
21-Mar-2019
Platinum Plus Wood Pellets 975KG
Placed an order Wednesday morning asked would it be delivered Friday was told yes, turned up Monday. My main problems is every time I order a full pallet of any brand of pellets there is at least two burst bags it may be down to the courier but it's every time. I don't pick the courier!
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Thank you for taking the time to leave us feedback.
We operate a 3-4 working day delivery on our standard shipping. Usually deliveries do hit the 3rd working day but occasionally it does roll over onto the 4th but we do always try to our best to avoid this, the difficulty with Friday deliveries is that the next working day is a Monday.
I'm sorry to hear that your orders are arriving damaged, we have reimbursement policies and I'll be in touch to run you through this as we don't want our customers out of pocket for product they haven't received!
Kind Regards,
Charlotte
Bill Webb
19-Mar-2019
Platinum Plus Wood Pellets 975KG
Efficient on the phone, good product knowledge, delivered ahead of time well packaged
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Stanley Watkinson
19-Mar-2019
Firepower Wood Pellets 975Kg�
I have dealt with Whitehorse for several years and have always found them helpful
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19-Mar-2019
EcoBlaze Large Kiln Dried Firewood 56 bags
Excellent service - from first contact to log delivery!
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19-Mar-2019
Firepower Wood Pellets 975Kg�
Not as good as previously. Given a two day delivery window. Not very helpful. Delivery ok but delivered on a poor quality pallet which had broken and pierced a couple of bags. Also there were another 6 bags damaged and leaking pellets.
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Thank you for taking the time to leave us feedback.
I'm really sorry to hear about the issues with your delivery, we've had a big update to our tracking system which has caused a few teething issues but is up and running now. Unfortunately, it looks like more customers than we were aware didn't receive as much tracking info as they should have done and I'm really sorry for any inconvenience that this caused. For future deliveries you should now get notification when your order is out for delivery and an anticipated arrival window which will be much more helpful for you.
I'm disappointed to hear you had some damage, I'll be in touch shortly to begin our reimbursement process with you.
Kind Regards,
Charlotte
Customer Service Manager
19-Mar-2019
Kiln Dried Ash Firewood Full Crate
Ordering easy. Delivery timing problematic - only get an two day window with no confirmation as to when it may arrive.
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Mr Steven Hudson
19-Mar-2019
Kiln Dried Ash Firewood Full Crate
Good customer service l had a problem with some logs and it was sorted out straight away many thanks
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David Willis
19-Mar-2019
Platinum Plus Wood Pellets 975KG
Quick delivery and well packed pellets burning well.
Only competition is regarding delivering, the only call from palletline was from the driver who said he was about half an hour away, luckily was nearby and got back in time to unload with the very helpful driver.
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Hi David,
Thanks for taking the time to leave us feedback.
You'll be pleased to hear we've had a big update to our tracking service which should really help with your next order, you should now get updates from Palletways on the status of your order and most importantly delivery notification with a two hour ETA! We've had a few teething issues so I'm sorry that your tracking this time wasn't as comprehensive as it should have been but we're back up and running now.
Kind Regards,
Charlotte
Customer Service Manager
19-Mar-2019
980Kg Woodlets Wood Pellets�
Easy to order product, but delivery delayed by transport.
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19-Mar-2019
Kiln Dried Ash Firewood Full Crate
Charlotte in particular is very efficient and professional. Makes whole process very easy
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Mark Gittoes
19-Mar-2019
Platinum Plus Wood Pellets 975KG
Delivered on time and assisted with packing
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19-Mar-2019
Kiln Dried Ash Firewood Full Crate
Prompt delivery and burn well.
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lisa Miles
19-Mar-2019
Platinum Plus Wood Pellets 975KG
Great product, fast delivery.
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19-Mar-2019
Kiln Dried Ash Firewood Full Crate
As with many enterprises today, these people operate the unpalatable practise of offering new customers a discount, whereas loyal customers do not receive it! Unsatisfactory
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Thank you for taking the time to leave us feedback.
I'm sorry to hear that you're unhappy. We like to offer a small incentive to everyone to encourage them to try our service, and hope that our customers are happy with the product and the service to continue ordering with us following this. We try to keep our prices as low as we're able to make sure that our customers are getting the best deal possible from us.
We do also run flash sales, and other discount options that we always email out to our customers to allow them to take advantage of these discounts before they run out. I can see you managed to take advantage of our £20 flash discount on the Full Ash crates with this order.
Charlotte
Customer Service Manager
leigh gill
18-Mar-2019
Kiln Dried Ash Firewood Full Crate
Ticks all around!!
Easy ordering
Very prompt delivery
Transport driver couldn't more helpful
If only everyone provided a service like this
White Horse Energy were recommended to me from where I purchased my wood burner & I will definitely pass on the recommendation
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Mark Tomlinson
13-Mar-2019
Firepower Wood Pellets 975Kg�
Nothing wrong with the pellets it just the delivery. Split bags which I had to tape up before unloading leaving a mess on the road and drive way.
Wood pallet base was falling a part and even before it went on the tail lift it was leaning like the tower of Pisa. I was amazed it didn’t fall off.
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Hi Mark,
I'm sorry to hear that your delivery wasn't up to our usual standard, and that you also had damaged bags on top of this. That's absolutely not what we expect and I'll be looking at this with the delivery depot.
I'll be in touch shortly to discuss damages and ensuring you're not left out of pocket for the lost product.
Kind Regards,
Charlotte
Customer Service Manager
12-Mar-2019
Kiln Dried Birch Firewood Half Crate
From order to delivery - swift. The delivery drivers are friendly and helpful. I would recommend.
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12-Mar-2019
Platinum Plus Wood Pellets 975KG
Next day delivery. Left EXACTLY where requested.
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Bill Burns
07-Mar-2019
Platinum Plus Wood Pellets 975KG
The ordering of the pellets was very efficiently dealt with as was the delivery.
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simon WYLAM
06-Mar-2019
Kiln Dried Oak Firewood Full Crate
The wood is excellent, and i like the the fact that the crate can be used as kindling wood. However, the divers driver was the must unhelpful man on the planet. I asked him to help push the crate up the drive, and off the pavement. He attempted for about 5 seconds, and said he could do it. Took the...
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Hi Simon,
Thank you for taking the time to leave us feedback.
I'm pleased to hear that you're happy with your order, and agree the crate makes excellent kindling!
I'm really sorry to hear that your delivery caused you inconvenience. I know it's a lot of wood to move manually and it can be a real pain. Unfortunately, although Palletways drivers are usually really helpful they do have issues to contend with when making deliveries of such large loads. Loose surfaces, gravel, inclines and lips can all prevent drivers from managing to make delivery to the place requested as their equipment can struggle to work on them with the weight of the pallets. We are always looking into options that can make the delivery more convenient when kerbside is the only option but haven't yet found a suitable option. Our ecoBlaze bagged wood is usually pretty popular as it is so much easier to manhandle than the crates so may be worth considering for the future.
Kind regards,
Charlotte
Customer Service Manager