"Left the pallett far away from where it…"

Left the pallett far away from where it was needed.

"Quick delivery and excellent logs..."

Quick delivery and excellent logs...

"Best pellets on the market "

Great pellets as ever, delivery remains the issue but this time I also ordered some firewood for the summer, I am impressed, I was dubious as you can buy cheaper kiln dried wood in supermarkets etc, but it’s simply in a different league, thank you to Karen who guided me on what to try. Very knowledgeable staff and really took the time to talk to me. Great service and how great to see the manager actually answering calls from customers. Refreshing.

"Stock Shortage, no linked tracking and communication, and over-loading of pallet"

One has to remember that supply of pellets does not always meet demand and guessing when to order is a new art for the likes of me that have limited storage space.
I was promised a telephone call when stocks were expected so as to place a pre-order. The call never came but I kept an eye on the sales web site.
An estimated delivery day was given and I am glad to say that it proved correct. I had judged my likely usage over the last few weeks well and the shed would just hold a pallet's worth of 15kg bags.
My biggest issue was knowing for certain when delivery would occur. I never received a tracking mail as I have discovered should have come and no call either to say it was out for delivery with an ETA. Communication was poor.
The actual delivery had its difficulties but the driver was very helpful and pleasant. The pallet was too weak for the load and fell apart.The load fell sideways off the electric truck and the bags had to be manually placed safely inside my property. The driver and my grandson provided the muscle. The driver recorded that two bags were damaged.

"Great quality logs at reasonable…"

Great quality logs at reasonable prices. Delivery is always on time. I have been ordering logs from White Horse Energy for 18 months and I have never been disappointed.

"Responsive and could arrange following…"

Responsive and could arrange following day delivery as needed

"All okay in the end."

The max crate I ordered was too heavy for a smaller lorry that would manage the small lanes a solution was found and logs delivered.
Although the haulage provided updates by email, the *actual* delivery attempt was the following Monday rather than the Wednesday after several emails and calls; so all okay in the end. Will only order full crates next time.
Birch logs look (and smell!) great and burn very well. Quite a lot of smaller logs this time. Lots of bark (kiln-dried effect) - makes excellent kindling :)

Staff responsive and helpful, even though delivery was days later than agreed due to weight/lorry/lanes issue but will stick to full crates next time.

"Good quality wood but let down by a poor delivery service and useless customer service"

Our wood was due to be delivered on a set date but when that came around we received a call from the courier to say they could not delivery on that date. This was frustrating as we had arranged to be at home specifically for the wood delivery.
When it came to having the wood delivered, the courier bulldozed through our side brick wall with the crate of wood and took out a big chunk of it.
I telephoned White Horse Energry to report the issue, they asked me to email with photos which I did. To date no one has come back to me. I have continued to wait hoping they might be delayed due to the Christmas period/New Year but still no one has bothered to reply and resolve the issue.
Unfortunately White Horse Energy have let themselves down by using a courier that does not keep to dates and causes damage, and a customer services team that fails to reply or resolve issues.

"Late delivery, Damaged order, no refund for the lost bags. "

I paid the extra to choose my delivery day, my order didn’t turn up and nobody got in touch to let me know, I had to chase it.
Then when it did turn up, 2 days later, late again my order was damaged, 12 of my bags were ripped open and 8 only had a quarter left. I sent photos of the pellets everywhere, ripped bags ect and they didn’t feel there was enough evidence with the 6 photos I sent showing the damage and loss, loose pellets everywhere. They didn’t want to help me or refund me for what I’d lost in my order. Personally I feel it’s extremely bad form. I won’t be buying again or recommending them.

"Delivery as expected"

Kept informed of delivery which came when expected.
I am a bit disappointed in the firewood because there is a much greater proportion of small pieces of wood as well as a lot of loose bark.