To leave a review you need to be logged in
Reviews 863
Colonnades
Feb 24,2025Nice wood but it doesn't seem to burn as well as I have previously experienced.
Mr&Mrs Ellliott
Feb 23,2025Used this company for years. Buy a pallet at a time. This order was dreadful. Horrible brown pellets that don’t swell or soak up. Made a complaint and wasn’t helpful at all basically said they are what they are. Taking my business elsewhere from now on
Russell
Feb 23,2025Ordering very easy, delivery very efficient however one bag was damaged and the contents spilled over the ground.
Mrs Wendy Willett
Feb 23,2025From buying to delivery all made easy. Great product perfect size for my wood burner. Thank you.
Colin
Feb 23,2025Easy to actually order once navigated system telephone and online. Good choice of logs, reasonable prices. Excellent service by couriers.
Mr Bob
Feb 23,2025Good quality, arrived on time.
Mr and mrs edwards
Feb 23,2025Logs very small more like kindle than logs
Wyndham Meredith
Feb 23,2025The delivery requested was Wednesday the 19th actual delivery was Saturday the 22nd. We waited in for 3 days! Until Adele got involved there was no proactive feedback re delays we had to chase all communication. Worst experience so far!
Helen Lyndon
Feb 23,2025The pallet of wood pellets I ordered was badly damaged when it arrived. 13 bags were open, wet and had spilled out. I asked for a refund for these bags and was asked to send two lots of photos as proof, which I did. A week went by and I had not heard anything from White Horse. I phoned and was told my photos had been attached to the wrong order but someone would get back to me that day. They did not. I had to call again and was eventually offered a credit against my next order for 6 bags of pellets. I was told this was a “generous offer”. They would not refund for all the damaged bags, I demanded a refund as I did not intend to ever buy anything from them again after this experience. I was only refunded for 6 bags. Why would I pay full price for damaged goods? In addition the pellets are poor quality, mostly bark and are not absorbent, useless as we use them for horse bedding. This is my last purchase from this company.
Mr Fowler
Feb 22,2025Usual excellent service. Only small complaint is that there seems to be an increase in the amount fo extremely large logs being included. Accept its inevitable to get some but the crate we recieved was way over 50% extremely large which require chopping. Rant over, still a great product & serviice.
Diane Lowe
Feb 22,2025Our second order from
Theresa Fryer
Feb 22,2025Arrived promptly and driver was very helpful placing them where required. Pellets are good quality and make excellent bedding
John McDade
Feb 22,2025Prompt delivery, great
John Maddison
Feb 22,2025Great quality logs at a good price
Domenico
Feb 22,2025The wood is NOT ok as it burns too quickly. I ordered HARD WOOD but this wood is NOT hard wood. It burns too quickly. I had hard wood before and it was a better quality as it was burning more slowly producing more powerful heat. Good idea about paper bags, shame about the quality. Which wood should I have ordered? Will you give me a credit note when I order again? If you are willing to do so, how much? Please let me know so that I can decide to order from you or from another supplier? I look forward to your reply. Domenico Fignon
Sarah
Feb 21,2025Appalling customer service. My property was damaged during delivery and I contacted White Horse Energy with evidence. Karen Everson (Customer Service Manager) refused to accept any responsibility. She refused to give me contact details of the delivery company or any evidence that she had contacted them. I have been in contact with the delivery company who have confirmed that they have had no contact at all from White Horse. Clearly, she was just trying to fob me off and hope it I go away. There have been numerous problems with deliveries, especially split bags and drivers being unable to unload the pallets successfully due to the weight. White Horse are not interested in customer issues. They are fond of quoting the terms and conditions but ONLY when it suits them. T&Cs state that customers will be refunded by for split bags back to the original method of payment. They refuse to do this and only credit which means that customers cannot get their money back unless they re-order. The website also shows the Paypal logo despite the company removing Paypal as a method of payment some months ago. This is misrepresentation. Avoid this company at all costs! Following the response from White Horse I received an email stating a credit to my account. I did not check this as I had no intention of re-ordering. I logged into my account today to screenshot some information requested by a third party regarding the previous complaint. The 'credit' was actually a debit which would add an additional cost to any orders. I queried this with White Horse (as requested by the third party) and received an email from the Customer Service Manager with a copy of my original review. This debit was then removed from the account. Clearly this company do not like bad reviews but do little to improve their customer service as reflected in many of their reviews. Rather a childish response to an honest review.
derek berry
Feb 21,2025Top class 🌟🌟🌟🌟🌟
Graham Hellings
Feb 21,2025Staff always ready to help if any problems occur.
Samantha Jones
Feb 21,2025Wood pellets product is great, a full pallet was purchased but bottom bags were split open, looked like the plastic had been chewed by rodents,I was told this was how the delivery firm received the pallet so damage was not caused in transit. Please can you check your warehouse to prevent this in future or at least tape holes to prevent loss of product before dispatch. Thanks
Cirencester Office Park, London Rd, GL7 6JJ, Cirencester, GB
http://www.whitehorseenergy.co.uk
Jeremy Martin
Feb 24,2025good prices, quality wood , proms delivery and great customer service if you need to talk to a human being..