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Reviews 863
Mr Latimer
Dec 07,2024I have used customer before without any problems and will do so again
Rosie
Dec 07,2024After purchasing the wrong briquettes which I did not feel safe using, White Horse energy have been very fair and replaced them with logs. Thank you very much, I am very grateful.
Tony Hall
Dec 07,2024Delivery was a shambles, firstly I got a mail saying it would be delivered on Thursday , I waited in all day and it didn’t , I spoke to WHE , Arnu, and he looked into it and left a message that it would be delivered between 3 and 6 pm on Friday, once again I waited in and it didn’t turn up, after a weekend wondering where our pellets were and running very low on pellets here I got an email saying it would be delivered on Monday, it turned up on a lorry which had no pallet truck and we ended up having to carry every bag of pellets from the truck into our store. I have used WHE for a while now and delivery was always good, this time was a nightmare and quite stressful, I’m not sure I will make another order with you yet as I’m still quite annoyed at how the “new” process let us down
Margaret
Dec 06,2024Appalling service. The delivery company emailed me on Tuesday to say they would deliver two pallets of pellets to me that day. Nothing arrived and no communication. I contacted White Horse Energy to ask where my delivery was and they apologised and said it would be delivered before 1pm on Wednesday - once again it didn’t arrive! At 2.30pm the delivery eventually arrived but we were told they couldn’t get the pallets off the van as they didn’t have the equipment to unload the pellets and were told we had a hoist - why would we?🙈!! I contacted White Horse Energy again to ask why they hadn’t brought the correct tools to unload the pellets as we have ordered pellets from them several times and never had a problem with deliveries. I asked to cancel the order and the person told me that her manager asked her to ask me if I would give them another chance to deliver the pellets at 8am on Thursday (today). I agreed, and guess what - no delivery!! I phoned White Horse Energy again to be told that they had attempted to deliver the pellets at 8am this morning, but as we had a gravel driveway, they were unable to deliver. We have cameras all around our property and I explained to the woman on the phone that I assured her that a delivery was not attempted as I had checked the cameras so I again requested a refund. I was then sent a message saying that a fee of £45 would be deducted from my refund as I had “refused delivery” on Wednesday. I phoned straight away asking to speak to a manager and when I eventually got through to her I explained the full story and she said that delivery had been attempted at 8am this morning as they too had images, so I asked her to send them to me as I knew 100% that no delivery had been attempted. I told her that I was not paying the £45 and that I was expecting compensation from her for taking a holiday from work all day on Tuesday when I was told the delivery would be made. She eventually agreed to refund the amount in full and I received an email confirming the refund had been put in place and to expect the funds in my bank in 3 to 5 days. At 3pm today, guess what?, a van arrived with my delivery of the 2 pallets. I asked him if he had attempted to deliver the pallets at 8am this morning, to which he replied ‘No’, so the manager I spoke to at White Horse Energy was clearly lying. I contacted the company again to let them know that they hadn’t cancelled my order but that in fact it had just been delivered. I asked if she wanted to try to cancel the refund or should I pay again to which the person asked her manager, who sent me a link to repay as I believe it was too late to cancel the refund to me. I told them I will pay the invoice once I have been refunded which is going to take 3 to 5 days, after which I will pay the new invoice. Never again! That was 3 days of waiting in for delivery and contacting the company on numerous occasions, and listening to them lying in order to try to take a cancellation fee from me - I don’t think so!! DO NOT BUY FROM THIS COMPANY!!
Fiona Bliss
Dec 06,2024Fast delivery. Great bedding
Grant
Dec 06,2024Great communication. Delivered on pallet, on time. Many thanks Grant
Nicola Applegate-Stone
Dec 05,2024Ordered late on Monday and delivered on Wednesday! Good price and very helpful delivery driver.
Tony Johnson
Dec 05,2024Clean order process, good price for Platinum pellets that we know are good for our boiler and fast delivery. What more to say?
B b
Dec 05,2024This is our second order with white horse, first spot on this time not so much order arrived quickly when delivered it was clearly soaking wet I was hoping the logs would be ok but as we are burning them I do get the feeling they haven't been kept dry. The other thing was something had clearly hit the pallet packs had been ripped out of the bottom corner and what was left of them thrown on top, when removing the banding the whole thing collapsed all over the drive. Update - some of the broken packs have been replaced and seems to be burning better, I believe most of my issue lies with the shipping company rather than white horse.
Adrian Smith
Dec 05,2024Order fulfilled
robbkit
Dec 05,2024500kg of wood delivered to the wrong address on the wrong day. No offer to rectify or redeliver. So if you don't fancy having to shift your order from wherever they choose to leave it (took me hours to retrieve my wood), I'd recommend that you choose a different company. Oosht!
Wendy Plowright
Dec 05,2024Easy to order and pay for, quality pellets as a good price. Delivery was quick, on the day and I was phoned ahead as requested so I could move car out of the way. Driver was helpful and courteous.
Tanya
Dec 05,2024Great products
Helen M
Dec 04,2024Just awful. Multiple issues with delivery. Pallets not suitable to carry weight. One collapsed during delivery. Drivers concerned re pallets themselves. Tail gate well over legal limit for pallet. Coerced into taking delivery by rude and pushy customer services. Photos taken and call recorded. Would never use again. Last delivery was told we’d be reimbursed for torn packaging and wasted pellets due to collapsed pallet….not received. Awful communication previous two deliveries. Company only interested in blaming driver and quickly shifted stance when told their delivery was unsafe and they’d be held accountable. I imagine they’ll come back with some utter rubbish in response but the evidence is all there. Would never use again.
customer Philip. Dimelow.
Dec 03,2024Thank you White Horse Energy for awarding us comprehensive customer first service as previously experienced. Burning approved certified oak logs enables comfort of knowing we are conforming to UK effluent regulation too.
Massimo
Dec 03,2024We received the parcel 2 days after the order. The wood is dry and burns very well. It's well distributed between small, medium and large logs.
Karen Long
Dec 03,2024On time and prompt service. Thanks
Jennifer Ward
Dec 03,2024The driver was on time and was aware of what needed to be done to prevent the pellets falling over He was polite and very helpful The pellets are burning well and seem economical and smokeless which is brilliant
Amberley Oliff
Dec 03,2024Very fast delivery and well packed.
Cirencester Office Park, London Rd, GL7 6JJ, Cirencester, GB
http://www.whitehorseenergy.co.uk
Dean Scott
Dec 07,2024Easy web site to use with all details of weights and what you’re getting. Delivery was on time, pallet well packed and professional polite driver. Used White Horse for 3 years now and will continue to use them for the future. Thank you