White Horse Energy Reviews Summary

Delivery Service

Pros:

• "The delivery driver was pleasant and helpful putting the pallets as close as he could for us."
• "Delivery service through palletways was schedule and arrived on time."
• "Delivered on time or even slightly ahead of time."
• "Delivery was a couple of days later & Palletways arrived just as the heavens opened, I was really worried the pellets would be ruined but they were well wrapped and this kept them completely dry."
• "Delivery was straightforward."
• "The delivery was made on the promised date and the delivery driver assisted us in moving the pallet up our driveway."
• "Delivered on time and with no fuss, driver was helpful."

Cons:

• "Don't pay for express delivery!"
• "Booked day off work Friday for delivery. Delivery not made on friday as booked despite 2 tel calls telling us it was on its way."
• "I'm extremely dissatisfied with the delivery service."
• "I suggest people look elsewhere as I feel so let down."
• "Throughout all this time the customer service was poor and slow to respond."
• "Communication terrible and they just lie to get you off the phone."
• "Just beware the hidden delivery charge if you're in the 20% of the country that they apply surcharges to."

Product Quality

Pros:

• "I’m really happy with the quality and quantity of the wood for the price."
• "The birch burned brighter, the bark keeping a good strong flame/show better than the ash."
• "Very good value for such a large crate and excellent service too."
• "The wood provided seems of decent quality and at a reasonable price compared to competitors."
• "These logs were really dry with a very low moisture content."
• "Can not understand why people have left a bad review this is the third set of kiln dried ash logs as always service first class logs are quality and burn really hot."
• "The wood itself is superb, probably the best kiln-dried wood I've bought in fifteen years."

Cons:

• "Nestro briquettes. Recently reordered. Much smaller than originals, too fragile, break quickly, fine sawdust."
• "Almost a third of the logs are small."
• "At least 20% of the logs were far too small, more like branches than logs."
• "The bags have changed since our last order and the new bags are very flimsy resulting in two split bags when the order arrived."
• "The crate of oak logs/kindling had been left in the open either at storage or with the delivery company. It had rained heavily for 2 days so the logs were damp."
• "The standard of the logs I ordered were the worst I have seen in 20 years."
• "Burn ridiculously quickly. Definitely do not recommend."

Customer Service

Pros:

• "Very responsive to initial emails about delivery schedule."
• "Good communication throughout with White Horse."
• "Excellent service all round."
• "Very impressed from start to finish as White Horse were very good to deal with, a very positive friendly experience."
• "Any calls to White Horse are a pleasure. I always end up having a laugh with the staff there."
• "When I have spoken to White Horse on the phone they have always been polite, professional and helpful so no problems there at all."
• "Good support from Hannah at WHE's customer help desk."

Cons:

• "I am giving this shambles of a company one star as there is no option for zero."
• "Good quality pellets and excellent communication from White Horse Energy however order spoilt by delivery."
• "I asked for a new delivery using a different courier but that’s not possible apparently, I asked for a full refund and NOTHING."
• "I raised this with the company and their response, such as it was, was very disappointing."
• "According to customer services, then supervisor and then MD I am in the wrong for not having perfect recall."
• "No response at all from WHE customer service."
• "I have been in contact with White Horse Energy everyday since Tuesday morning concerning this matter and I have to say that they too have let me down terribly."

Pricing and Charges

Pros:

• "Very good value for such a large crate and excellent service too."
• "We ordered 50 bags of wood pellets at a very reasonable price!"
• "Pellets are good value, no hidden charges and the drivers are always willing to help put the pallets where we need them."
• "Not as cheap as some others, but the hassle free burn is worth it."
• "The pellets and kiln dried wood that they have delivered have been of excellent quality."
• "Burn bright and hot, excellent value for money."
• "Birch wood, kiln dried, burns bright and long, giving out good heat."

Cons:

• "I bought a load of eco firelighters using my phone. All the way through the checkout the price was about £13. Suddenly, after I had bought them I noticed that without warning they had added £5 delivery."
• "Last year paid £275 for 960kgs of nestro briquettes. This year £385 for 630kgs."
• "I have been ordering from White Horse energy for 3 years, 2 full pallets per year, always been happy with product and price, however recent price increases from £255 to £430 are simply not justified."
• "Really disappointed with recent price hikes."
• "Ordered bags of biomass to be delivered over 9 days ago and still nothing delivered."
• "Will never use this firm again a bunch of sharks."
• "The crate itself looked a little under filled."