Testimonials

Hi Ian, thank you for giving the time to give us your feedback. We are sorry to hear that you had some product damage and apologies for this inconvenience, we would like to reimburse you for the amount that you are unable to use and investigate this further. We take these instances seriously as it doesn't meet our service expectations, I will contact our quality assurance and delivery departments to log your feedback as we are always looking of ways to further improve the delivery process. The majority of our deliveries arrive as we would hope but, in the instances, where there is product damage we want to ensure there is suitable reimbursement for your inconvenience. A member of our team will contact you by email to discuss this further. Kind regards, Karly-Jade White Horse

I am sorry to hear the product isn't to our usual standard and thank you for letting us know. We do have quality assurance and pride ourselves on supplying high quality wood. This order hasn't met our expected specification so i will need to investigate this, we have a unique ID for each order so we will be able to track this and investigate why this has happened. If there is any of the wood that isn't usable and for the inconvenience of it not being to our usual standard we would like to discuss a good will gesture for you. A member of our team will be in contact by email, but if you prefer you can give us a call to discuss this on 01285402000. Kind regards, Karly-Jade

I am sorry to hear your delivery wasn’t on the date you requested; our delivery company aim to deliver on specific dates as we know how important it is to find a date that works for you. I’m sorry on this instance this wasn't achieved, and I will log a case to investigate this and why this happened. Usually, as an industry standard due to the large sizes of the pallets we can only guarantee kerbside delivery. As our drivers would like to make the delivery as easy as possible for you they may on a discretionary basis deliver on a drive or to a suitable location if the circumstances and delivery access allows. It will be on a case by case basis, as the pallet truck was broken that would have made further movement of the pallet difficult. I am also sorry to hear that some of the product was damaged, we would like to reimburse you for this so that you have only paid for product that you can use. We do use packaging that has air holes to ensure there is air circulation to prevent the bags forming condensation which would get the pellets wet. Someone from the team will be in contact with you shortly by email to discuss this further. Kind regards, Karly-Jade

Thank you for giving us feedback about the communication we are always looking at ways to improve further. But it is great to see that you were happy with the quality of the logs. Currently when you place an order either by phoning us or online we offer the option to add delivery notes where you can request additional communication regarding your delivery, for example if you would like a call an hour before delivery. There is also the option to request a specific date if that is more convenient. On the morning of your delivery an email is sent which contains tracking information and an ETA for a 2 hour window. This email may have gone into your junk inbox so its always worth checking in there as well. If you ever need any updates or want to know where your order is you are always welcome to call us on 01285402000 or email us at sales@whitehorseenergy.co.uk and we can assist you. Kind regards, Karly-Jade White Horse