Nothing wrong with Whitehorse its your delivery company palletways. Despite living in a village with narrow roads, despite palletways having delivery to the property previously they still attempt to l... Se mer
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Det här tycker kunderna
Ordered a pallet of Logs plus bits Tuesday Lunchtime arrived exactly as ordered by Wednesday lunch time (so quick that I had not even picked up delivery notification in my E-mail). Deposited exactly w... Se mer
Great products and price let down by a poor delivery service. They didn’t turn up on the day they were supposed to, I had a series of texts pushing the time back up until 8pm when the delivery was ca... Se mer
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Pallets dispatched quickly with Palletways. The delivery was accurately scheduled on a day convenient to us. Our local Palletways company Y Frenni was always excellent and did not disappoint this ti... Se mer
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Företagsinformation
Om White Horse Energy
Skrivet av företaget
White Horse Energy
UK biomass fuel specialists. We supply wood pellets, kiln dried firewood, wood briquettes and premium coal to homes and businesses across the UK, with fast, reliable nationwide delivery.
DISCOVER OUR RANGE White Horse Energy is a trading name of Zebra Renewables Ltd, and we've built our reputation on genuine customer service backed by real technical knowledge — not just fast checkout.Certified, not just claimed. We hold ENplus A1 certification (UK 340) — Europe's highest wood pellet quality standard — and are registered on the UK Biomass Suppliers List (BSL) for Renewable Heat Incentive eligibility. Our kiln dried logs and briquettes carry the Woodsure-backed Ready to Burn mark, confirming moisture content below 20%. Every product page states clearly which grade and certification you're buying, so you can choose on price, performance or compliance with full information.
Real fuel, real certification, real people answering the phone.
White Horse Energy is led by Stuart Fitzgerald, a biomass fuel specialist with nearly two decades in the sector. Stuart oversees fuel sourcing and quality control personally. "We only supply products we'd use ourselves," is the standard we hold every delivery to.
Kontaktuppgifter
Cirencester Office Park, London Rd, GL7 6JJ, Cirencester, Storbritannien
- 01285402000
- sales@whitehorseenergy.co.uk
- www.whitehorseenergy.co.uk
4,2
Bra
3 tn omdömen
Ber kunder att lämna omdömen
Detta företag bjuder in sina kunder att lämna omdömen – oavsett om de är positiva eller negativa
Har besvarat 100 % av sina negativa omdömen
Svarar vanligtvis inom 1 vecka
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Pallet of ash fire wood
Easy to order fast delivery good quality wood well wrapped delivery driver was brilliant put the pallet just where I wanted it
18 maj 2026
Svar från White Horse Energy
Dear Michael,
Thank you for your feedback. We’re delighted to hear that you found the ordering process easy, the delivery fast, and that you were pleased with the quality of the wood and packaging.
It’s also wonderful to know that the delivery driver was so helpful and placed the pallet exactly where you wanted it. We really appreciate you taking the time to share your experience.
If you’d also be happy to leave us a Google review, you can do so here: https://g.page/r/CV5WDhmg_H1MEBM/review
Kind regards,
KM
Great crate of oak yet again
Great crate of oak yet again
Delivery spot on the driver was very polite and helpful
18 maj 2026
Svar från White Horse Energy
Dear Paul,
Thank you for your feedback. We’re delighted to hear that you were pleased with your oak crate once again and that the delivery went smoothly.
It’s also wonderful to know that the driver was polite and helpful. We really appreciate your continued support and thank you for taking the time to share your experience.
If you’d also be happy to leave us a Google review, you can do so here: https://g.page/r/CV5WDhmg_H1MEBM/review
Kind regards,
KM
The pellets arrived on the flimsiest…
The pellets arrived on the flimsiest pallet I have ever seen which was starting to give way before the driver could get it on the tail-lift and it completely disintegrated on the road. I only had an hour before I had to leave for a funeral and had a hell of a job to handball the pellets off the road and down my drive in time to change and get going.
17 maj 2026
Svar från White Horse Energy
Dear Pete,
We are extremely sorry to hear about the condition your pallet arrived in and the stress and inconvenience this caused you, particularly given the circumstances and the fact that you were on your way to a funeral.
Having the pallet collapse in the road and then needing to move the pellets yourself under such time pressure is clearly unacceptable and not the experience we want any customer to have. We completely understand how frustrating and upsetting this must have been.
Please accept our sincere apologies for the condition of the pallet and the inconvenience caused. Your feedback regarding the pallet quality and delivery handling will be raised with the relevant teams and hauliers for investigation.
Kind regards,
KM
Great service as always
Great service as always. I have been using White Horse Energy for 10 years now and they are always reliable and efficient, plus good value.
15 maj 2026
Svar från White Horse Energy
Dear Catherine,
Thank you for your continued support over the past 10 years. We’re delighted to hear that you continue to find our service reliable, efficient, and good value for money.
Customer loyalty like yours means a great deal to us, and we really appreciate you taking the time to share your experience.
If you’d also be happy to leave us a Google review, you can do so here: https://g.page/r/CV5WDhmg_H1MEBM/review
Kind regards,
KM
White Horse Energy. Easy to navigate the website site
Easy to navigate the website site. Excellent communication. Prompt delivery. . The delivery manager was very helpful.
15 maj 2026
Svar från White Horse Energy
Dear Alma,
Thank you for your feedback. We’re delighted to hear that you found our website easy to navigate and that you were pleased with the communication and prompt delivery service.
It’s also wonderful to know that the delivery manager was very helpful. We really appreciate you taking the time to share your experience.
If you’d also be happy to leave us a Google review, you can do so here: https://g.page/r/CV5WDhmg_H1MEBM/review
Kind regards,
KM
Svar från White Horse Energy
Dear Ramzi,
Thank you for your feedback. We’re delighted to hear that your delivery went smoothly and that the driver was friendly and helpful while unloading your order.
We really appreciate you taking the time to share your experience. If you’d also be happy to leave us a Google review, you can do so here: https://g.page/r/CV5WDhmg_H1MEBM/review
Kind regards,
KM
I thought l was buying logs I got…
I thought l was buying logs I got mostly small bits of wood
14 maj 2026
Svar från White Horse Energy
Dear Keith,
Thank you for your feedback. We’re sorry to hear that the product did not meet your expectations.
The pallet purchased was a B-Grade product, which is sold at a discounted price and described on our website as an “as is” item. As outlined in the product description, log length and diameter may vary from our usual specifications, and the crate may contain smaller pieces than our standard firewood products.
These crates are offered at a reduced cost because they have not met our usual quality control standards due to factors such as size variation, discolouration, mould, or moisture levels. While the appearance and sizing may differ from our premium products, we are confident the wood still burns effectively.
We do appreciate you taking the time to share your feedback.
Kind regards,
KM
Excellent customer serviceCustomer Service from supplier…
Customer Service from supplier excellent as had to chase delivery which hadn’t arrived on the day expected. They were able to give me latest information on delivery.
12 maj 2026
Svar från White Horse Energy
Dear Marilyn,
Thank you for your feedback. We’re pleased to hear that our customer service team were able to assist and provide you with updated delivery information when your order did not arrive as expected.
We do apologise for the delay and appreciate your patience while this was being resolved. Thank you for taking the time to share your experience.
If you’d also be happy to leave us a Google review, you can do so here: https://g.page/r/CV5WDhmg_H1MEBM/review
Kind regards,
KM
The delivery was good and the driver…
The delivery was good and the driver was such a lovely person thank you
12 maj 2026
Svar från White Horse Energy
Dear Catherine,
Thank you for your feedback. We’re delighted to hear that your delivery went well and that the driver made such a positive impression.
We really appreciate you taking the time to share your experience and will be sure to pass your kind comments on. If you’d also be happy to leave us a Google review, you can do so here: https://g.page/r/CV5WDhmg_H1MEBM/review
Kind regards,
KM
The pallet was described as logs
The pallet was described as logs , but what I received was a pallet at what I can only describe as kindling .
Through out the whole pallet I had maybe half a dozen what could be described as logs.
As I said the whole pallet apart from about half a dozen logs were kindling size which I was able to pick up 5 or 6 at a time .
Very disappointed with my pallet of described as logs but what I received was kindling .
11 maj 2026
Svar från White Horse Energy
Dear Geraint,
Thank you for your feedback. We’re sorry to hear that the product did not meet your expectations.
The pallet purchased was a B-Grade product, which is sold at a discounted price and described on our website as an “as is” item. As outlined in the product description, log length and diameter may vary from our usual specifications, and the crate may contain smaller pieces than our standard firewood products.
These crates are offered at a reduced cost because they have not met our normal quality control standards due to factors such as size variation, discolouration, mould, or moisture levels. While appearance and sizing may differ from our premium products, we are confident the logs still burn effectively.
We do appreciate you taking the time to share your feedback.
Kind regards,
KM
I was given two hour window of delivery…
I was given two hour window of delivery after I had telephoned the company more than once and after the window ws more than a quarter of the way through….probably wouldn’t have that if it wasn’t for persistence!
4 maj 2026
Svar från White Horse Energy
Dear Fiona,
Thank you for your feedback. We’re sorry to hear that you had difficulty obtaining your delivery window information and that you felt you had to persist in contacting us before receiving an update.
We understand how frustrating this must have been, particularly when clear and timely communication is important for arranging delivery. This is not the standard of service we aim to provide, and your comments will be shared with the relevant team for review.
We do appreciate you taking the time to share your experience.
Kind regards,
KM
Use this company at your peril
If I could give this company a minus review, I would. Deliveries come damaged and when you try and get a response to this it takes a Trustpilot review to get initial response, since they do not respond to an E Mail complaint! They then say they will review and respond, well in our experience this is poor, they request images, even though these have been supplied already and they don't then respond to a further E Mail. This E Mail clearly stated that images have been previously supplied, the delivery company also has images and since the pallet is in a storage position that means further images cannot be easily taken, without a lot of inconvenience and effort by ourselves. Our E Mail also offered Whitehorse the option of visiting us, unpacking the pallet themselves to see the damage, if that’s what they wanted to do. Well, no response to this E Mail!!! Since the E Mail had set a deadline (under the Consumer Rights Act 2015) for a response, when no response was provided by this date, we followed up with another E Mail to again request response. Well, lo and behold, yet again no response, so we telephoned Whitehorse Customer Service and said if the complaint was not resolved on this call, then we would request cancellation of delivery, collection of damaged goods at their expense and a full refund (we also said we would place the order in dispute with our credit card company). After a rather acrimonious conversation on their part, an offer of a refund for the damaged goods was made by them, which we accepted. The representative finished the call by saying, in future if goods are received damaged they require individual images of the damage; this is a joke, since a pallet of 65 wood pellet bags that comes damaged (bottom layers and part way up pallet) would mean the Customer would have to unpack 65 bags, take pictures, send them to the company, repack pallet, etc, etc!!!! Bottomline, use this company at your peril.
12 maj 2026
Omdöme utan inbjudan
Svar från White Horse Energy
Dear David,
Thank you for taking the time to share your feedback. We’re very sorry to hear about your experience and the frustration caused throughout the handling of your complaint.
We understand how disappointing it must have been to receive damaged goods and then experience delays and difficulties obtaining responses and resolutions to your concerns. We also appreciate the inconvenience involved in repeatedly being asked for additional images, particularly given the size and storage position of the pallet.
Please accept our sincere apologies for the communication issues and the level of frustration this situation caused. This is not the standard of customer service we aim to provide. Could you please send us an email again and we will look into this with urgency.
We acknowledge that a resolution was eventually agreed upon, however your comments regarding the complaints process and communication will be raised with the relevant departments for review and improvement.
Kind regards,
KM
All round excellence
A great product, easy ordering online, speedy delivery, product arrived in perfect condition and an incredibly helpful and capable lorry driver. My go to for wood pellets.
9 maj 2026
Svar från White Horse Energy
Dear Sara,
Thank you for your feedback. We’re delighted to hear that you found the ordering process easy, the delivery speedy, and that your pellets arrived in perfect condition.
It’s also wonderful to know that the delivery driver was so helpful and capable. We really appreciate your continued support and are pleased to be your go-to supplier for wood pellets.
If you’d also be happy to leave us a Google review, you can do so here: https://g.page/r/CV5WDhmg_H1MEBM/review
Kind regards,
KM
Svar från White Horse Energy
Dear Steven,
Thank you for your feedback. We’re delighted to hear that you were pleased with the service provided.
We really appreciate you taking the time to share your experience. If you’d also be happy to leave us a Google review, you can do so here: https://g.page/r/CV5WDhmg_H1MEBM/review
Kind regards,
KM
Great product.
Great product.
Clear and easy to order. Good quality wood. Excellent delivery. Looking forward to burning some.
1 maj 2026
Svar från White Horse Energy
Hi there,
Thank you for your feedback. We’re delighted to hear that you found the ordering process clear and easy and that you’re pleased with the quality of the wood and delivery service.
We hope you enjoy using the logs and really appreciate you taking the time to share your experience. If you’d also be happy to leave us a Google review, you can do so here: https://g.page/r/CV5WDhmg_H1MEBM/review
Kind regards,
KM
Extremely disappointing experience with…
Extremely disappointing experience with White Horse Energy.
I paid extra for a specific delivery service which was missed entirely with absolutely no notification or communication whatsoever. The delivery simply did not arrive. I then had to spend my own time chasing both the company and the courier to establish what had happened.
Following the failed delivery, I agreed to rearrange on the basis that I was only available during a specific time window the following morning. Despite multiple reassurances from White Horse Energy that the order was definitely out for delivery and would arrive before 12pm, that deadline was missed as well. I was then given further rolling delivery estimates throughout the day, each requiring additional chasing from me.
The most frustrating part was not even the delay itself, but the complete lack of reliable communication and the constant moving of the goalposts. At several stages I was promised callbacks that never happened and given assurances that later proved inaccurate.
What really concerned me was being told that if I cancelled after these repeated delivery failures, I could still be charged a restocking/return fee because the order had already been dispatched. Attempting to impose additional charges on a customer after multiple failed delivery commitments is not acceptable.
Tracking information later appeared to show the consignment being rescanned onto a vehicle again mid-afternoon, despite earlier assurances that it had already been on the delivery run all morning. This only added to the confusion and reinforced the impression that neither the delivery situation nor customer communications were being managed properly.
Only after formally asserting my consumer rights under the Consumer Rights Act 2015 and making clear that repeated failed delivery commitments constituted breaches of contract did the company finally agree to cancel the order and issue a full refund without deductions.
The overall impression was of a company with very poor operational control over its delivery process and inadequate customer communication when things go wrong. I would not order again based on this experience.
9 maj 2026
Svar från White Horse Energy
Dear Tony,
Thank you for taking the time to provide such detailed feedback. We’re very sorry to hear about your experience and fully appreciate the frustration caused by the repeated delivery failures and lack of clear communication throughout the process.
We understand how disappointing it must have been to pay for a specific delivery service that was not fulfilled, and then to repeatedly receive changing delivery estimates and promised callbacks that did not materialise. We also appreciate your concerns regarding the conflicting tracking information and the confusion this created.
Please accept our sincere apologies for the inconvenience and frustration caused. This is not the level of service or communication we aim to provide.
We acknowledge your comments regarding the cancellation process and appreciate your patience while the matter was ultimately resolved with a full refund. Your feedback regarding the delivery process, communication standards, and handling of escalated cases will be shared with the relevant teams for review and improvement.
Kind regards,
KM
Very fast& efficient order process.
Very fast& efficient order process.
The delivery driver was very helpful & made the whole process of receiving a 65 bag pallet very easy. ‘The best driver’ & I have had some very supportive ones.
My only niggle was the tracking which wasn’t updated on your system.
2 maj 2026
Svar från White Horse Energy
Dear Robert,
Thank you for your feedback. We’re delighted to hear that you found the ordering process fast and efficient and that the delivery driver was so helpful in making the delivery of your 65-bag pallet easy and straightforward.
It’s wonderful to hear such high praise for the driver, and we’ll be sure to pass your comments on. We also appreciate your feedback regarding the tracking updates and understand how important accurate tracking information is. Your comments will be shared with the relevant team for review.
Thank you again for taking the time to share your experience. If you’d also be happy to leave us a Google review, you can do so here: https://g.page/r/CV5WDhmg_H1MEBM/review
Kind regards,
KM
Svar från White Horse Energy
Dear Mel,
Thank you for your feedback. We’re delighted to hear that you were pleased with the quality of the wood, the delivery service, and the helpfulness of our staff.
We really appreciate you taking the time to share your experience. If you’d also be happy to leave us a Google review, you can do so here: https://g.page/r/CV5WDhmg_H1MEBM/review
Kind regards,
KM
Awful Delivery service
We waited in all day for delivery on Friday and it didn’t turn in and then when it did turn up on the Monday at 13:25 supposed to be before 10:00 they left the pallet half on a public pavement.
The man said he could not move it as he only had a pump truck .
We have pictures of the dropped delivery from house CCTV .
I would suggest they re look at there delivery supplier as based on this experience I would never buy a full crate of logs again.
7 maj 2026
Svar från White Horse Energy
Dear Amanda,
Thank you for your feedback. We’re very sorry to hear about your delivery experience and the inconvenience caused by the missed delivery on Friday, followed by the delayed delivery on Monday.
We understand how frustrating it must have been to wait in all day and then have the pallet left partially on a public pavement due to the delivery limitations. This is not the level of service we aim to provide.
Please accept our sincere apologies for the inconvenience caused. Your comments and concerns regarding the delivery process will be escalated with the relevant department for review and investigation.
Kind regards,
KM
Ordered wood update
Ordered wood, got call on a Wednesday, asking when best to deliver, agreed Friday same week. Was told I would get a 2 hour time slot on the Day. Check Whitehorse Energy web site. It said my order had been delivered. I called them. They said the route was arranged the previous night for my delivery in the afternoon, but no one told me and the site says it had been delivered. Was told I will get a 2 hour time slot once van is loaded. 13:30 received email saying deliver by 17:00, 13:40 another email saying deliver between 14:30 and 16:30 but estimate 15:30. Order did NOT arrive. 17:45 emailed Whitehorse energy. Got reply telling me to try emailing again later. Same at another 3 times last one 18:05. Its now the nest day 09:50 I have still heard nothing, tried phoning white horse but office shut and cannot leave a message. tried emailing, got reply telling to to try emailing again later. So as it stands, their web site saying its delivered, they knew it had NOT been delivered and said it would be later that day, I got a time slot for delivery, it did not arrive and I cannot contact them. its not the following day and I still have not wood and I still have no wat of contacting them.
Update. I tried to email this morning and, again got a message saying not delivered as there was an error at the recipient. I called and was told its being delivered today, but if I had not called I would not have known and there would have been no one home to see it in, meaning it would have been left "somewhere" on the drive, possibly in an inconvenient place. So I have cancelled my engagements for this morning. After some conversation they agreed to sending me firelighters and kindly free of charge, normal cost £17.98. However, they have now billed me £10.
Avoid this company. don't believe what they agree to on the phone.
8 maj 2026
Svar från White Horse Energy
Dear Keith,
Thank you for your feedback. We’re very sorry to hear about the confusion and frustration surrounding your delivery and the difficulty you experienced trying to contact us.
We understand how disappointing this must have been, particularly after being given delivery updates and time slots that were not met, while the website incorrectly showed your order as delivered. We also appreciate how frustrating it must have been to repeatedly encounter issues contacting us by both phone and email when trying to obtain an update.
This is not the standard of communication or service we aim to provide, and your comments will be raised with the relevant teams for urgent review and investigation.
Please accept our sincere apologies for the inconvenience caused.
Kind regards,
KM
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