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
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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Last year’s logs were the best I ever had, hot burn, long lasting, very low ash. The logs delivered this year look similar so hopefully they will be just as good. Fantastic delivery and driver very he... Se mer
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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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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
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Har besvarat 99 % av sina negativa omdömen
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Customer for 10 years let down.
I have been buying wood pellets from White Horse Energy for the last 10 years, and all good except for last 2 deliveries. The last but one were not the pellets I had ordered, but I did not fancy the hassle of organising a return and a new delivery. White Horse refunded the difference in cost but with no explanation. My last order was refused because they would not deliver to my address. I phoned twice to to explain that the pellets have been delivered to my address for the last 10 years without a problem. I spoke to two people in their call centre, but, despite both promising a return call to explain, they were not able to help. I then ordered from 'Luxury Wood' who delivered the same week with no bother.
I will not order from White Horse again.
19 juni 2026
Omdöme utan inbjudan
Svar från White Horse Energy
Hi Micky,
Thank you for taking the time to leave such detailed feedback, and for being a customer of ours for the past 10 years. We’re genuinely sorry that your last two experiences have fallen so far short of what you’ve consistently had from us in the past.
We’re particularly sorry about the incorrect pellets being delivered on your previous order. While we’re glad a refund for the price difference was arranged, we understand that this doesn’t replace the frustration of receiving the wrong product in the first place, and we regret that this wasn’t properly explained or followed up in a way that gave you confidence in the resolution.
We’re also very sorry to hear about the issues with your most recent order being declined for delivery, especially given your long history of successful deliveries to the same address. It’s understandable that being told you’d receive a call back and then not hearing from us added further frustration, particularly when you were simply trying to get clarity and continue as a long-standing customer.
We completely understand why you made the decision to go elsewhere after this, and while we’re sorry to lose your custom, we do take your comments seriously. This has been shared with our team so we can look at both the delivery restriction checks and the way follow-ups are handled when issues are raised.
Thank you again for your years of support and for being honest about your experience with us.
Kind regards,
KM
I bought a b grade crate of wood
I bought a b grade crate of wood, I had bought 4 or 5 crates and the wood was very good then I ordered one more and what came a amount to nothing more than kindling don’t forget I’ve already had four or five and the wood was a bit green and it wasn’t like wasn’t like your quality, but it was very good burning. When I brought you up, I was told that was normal. I know it was normal because of the ones that had before I have noticed today on your site The showing it a bit more like I received, but still better but when I was buying the B grade it was always virtually the same size pieces and the gentleman has spoke to you was he wasn’t helpful for so. So that’s why you noticed I haven’t been buying wood from you recently as it’s all the gentleman at the time I’ve been buying wood from you for nearly 10 years. Just one last thing when I bought the crates the picture of the wood was still up walking good when I asked him to look at the picture he just said that’s that’s what it’s always like. I’m very dissatisfied. By the way, I ordered this wood earlier in the year it’s Alan Jenkins.
19 mars 2026
Omdöme utan inbjudan
Svar från White Horse Energy
xperience did not reflect the standard you've come to expect from us after nearly 10 years of custom.
We appreciate that having previously purchased several B Grade crates with consistently larger pieces, receiving a crate with much smaller logs and some greener wood would have been disappointing. We also understand your frustration with the response you received when you contacted us, particularly when you were trying to highlight the difference between the product you received and the imagery shown at the time.
While B Grade crates can vary in size and appearance, we recognise that consistency and clear expectations are important, especially for long-standing customers. We have since updated the product imagery to better reflect the nature of the product, but we're sorry that this wasn't the case when you placed your order earlier in the year.
Your comments regarding the handling of your enquiry have been noted, as we always aim to provide helpful and considerate support. We genuinely value your loyalty over the years and regret that this experience has led you to take your custom elsewhere.
Kind regards,
KM
Quick delivery and good quality as…
Quick delivery and good quality as always. Great price too compared to others
13 juni 2026
Svar från White Horse Energy
Hi Phil,
Thank you for your continued support. We're delighted to hear that you found the delivery quick and that the quality of the wood continues to meet your expectations. It's also great to know that our prices compare favourably with others.
We really appreciate your loyalty and your kind feedback. If you have a moment, we'd be grateful if you could also share your experience on Google using the link below:
https://g.page/r/CV5WDhmg_H1MEBM/review
Thank you again, and we look forward to supplying you again soon.
Kind regards,
KM
The wood was at least 3-5 years old and…
The wood was at least 3-5 years old and riddled with woodworm. I could not store it or bring it into the house as I have many wood floors. I have never had a delivery as bad. Now I am stuck with it as I had to move it off the drive to the bottom of the garden and I am expected to bring it all back to kerbside and reload a pallet that has already been taken apart.
12 juni 2026
Svar från White Horse Energy
Hi Tim,
Thank you for your feedback, and we're very sorry to hear about the condition of the wood you received and the inconvenience this has caused. We appreciate how concerning it must have been to discover signs of woodworm, particularly with wooden flooring in your home, and understand why you felt unable to store the logs indoors.
We're also sorry to hear that the arrangements for returning the product have added to your frustration. Having already moved the logs from your driveway to the bottom of the garden, we recognise that being asked to bring everything back to the kerbside and rebuild the pallet is far from ideal.
This is certainly not the experience we aim to provide, and we appreciate you bringing these concerns to our attention. Your comments regarding both the product quality and the practicalities of the collection process have been noted and shared with the team for review.
Kind regards,
KM
Great Service
Great price, delivered earlier than anticipated. Even put the pallet on my drive right by the back gate, above and beyond, well chuffed. Will definitely use again . 5*
9 juni 2026
Svar från White Horse Energy
Hi Ian,
Thank you for the fantastic 5-star review! We're delighted to hear that you were happy with the price and that your order arrived even sooner than expected. It's especially nice to know that the driver was able to position the pallet right by your back gate – we always appreciate hearing when our delivery partners go the extra mile.
We're thrilled that you're "well chuffed" with the experience and look forward to supplying you again in the future.
If you have a moment, we'd really appreciate it if you could also share your feedback on Google using the link below:
https://g.page/r/CV5WDhmg_H1MEBM/review
Kind regards,
KM
Svar från White Horse Energy
Hi Peter,
Thank you for your review. We're pleased to hear that you found the service efficient. Providing a smooth and reliable experience is something we strive for, so it's great to know we delivered on that for you.
If you have a moment, we'd be grateful if you could also share your feedback on Google using the link below:
https://g.page/r/CV5WDhmg_H1MEBM/review
Thank you again for your support, and we look forward to serving you again.
Kind regards,
KM
- Kiln Dried Ash
- Kiln Dried Ash - Easy to order online and had 5% off which was a nice touch. Prompt delivery and pleased with the Ash.
10 juni 2026
Svar från White Horse Energy
Hi June,
Thank you for taking the time to share your feedback. We're delighted to hear that you found the ordering process straightforward and that the 5% discount was a welcome bonus. It's also great to know that your kiln-dried ash arrived promptly and that you're pleased with the quality.
If you have a moment, we'd really appreciate it if you could also share your experience on Google using the link below:
https://g.page/r/CV5WDhmg_H1MEBM/review
Thank you again for your support, and we look forward to supplying you again in the future.
Kind regards,
KM
Brilliant Service and product
Brilliant Service and product. Very pleased to have purchased something from this company 😊
9 juni 2026
Svar från White Horse Energy
Hi Nick,
Thank you for your wonderful review and for choosing White Horse Energy. We're delighted to hear that you were pleased with both the product and the service – feedback like yours means a great deal to the team.
If you have a moment, we'd be grateful if you could also share your experience on Google using the link below:
https://g.page/r/CV5WDhmg_H1MEBM/review
Thank you again for your support, and we look forward to serving you again in the future.
Kind regards,
KM
White Horse . Good ride !
I have been getting logs from White Horse for several years. Easy to order and choice is good . No issues with the delivery company who keep in touch for time etc.
8 juni 2026
Svar från White Horse Energy
Dear Adrian,
Thank you for your continued custom over the years and for taking the time to leave your feedback. We're delighted to hear that you find our ordering process straightforward and appreciate the range of products available.
It's also great to know that you've had positive experiences with our delivery partner and that the communication regarding delivery times has been reliable.
We truly value your loyalty and support. If you'd also be happy to leave us a Google review, we would most appreciate it: https://g.page/r/CV5WDhmg_H1MEBM/review
Kind regards,
KM
I was given a delivery window of…
I was given a delivery window of 11.16am to 13.16pm the delivery finally turned up at circa 15.00pm so not too pleased. Inspected the consignment and initially thought that it was intact however found one bag damaged at the bottom after removing the cling filmwrap. Was able to salavage most of the bag contents so not a total disaster however the way the pallet was stacked was not very good and could have led to further damage
8 juni 2026
Svar från White Horse Energy
Dear Clive,
Thank you for taking the time to share your feedback. We sincerely apologise that your delivery arrived significantly outside the advised delivery window. We appreciate how frustrating it must have been to wait until mid-afternoon for an order that was expected much earlier.
We're also sorry to hear that you discovered a damaged bag after removing the wrapping and that the pallet stacking was not up to the standard you expected. Whilst we're pleased that you were able to salvage most of the contents, we understand that this does not excuse the inconvenience caused. Your comments regarding the pallet presentation and handling will be passed on to the relevant team for review.
Thank you again for your understanding and for bringing these issues to our attention. If you'd be willing to leave us a Google review, we would most appreciate it: https://g.page/r/CV5WDhmg_H1MEBM/review
Kind regards,
KM
Svar från White Horse Energy
Dear Robin,
Thank you for your feedback. We’re delighted to hear that your order arrived on time and that the delivery driver was friendly.
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 had a text to let me know what time…
I had a text to let me know what time to expect the logs, they came on time and the driver was very kind and helpful
3 juni 2026
Svar från White Horse Energy
Dear Caroline,
Thank you for your feedback. We're delighted to hear that you received clear delivery updates, that your logs arrived on time, and that the driver was kind and helpful throughout the process.
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've used White Horse for a number of…
I've used White Horse for a number of years and have been generally happy with their products.
The latest delivery of a max crate premium hardwood logs and 65 bags wood pellets. Delivery date agreed with haulier. I waited until 5pm, no show, I rang their office no reply. I rang the following morning and was told the drivers refused to take out a second load. It would have received a phone call to stop me waiting.
The wood pellets normally arrive on one pallet and neatly packed. This was on two pallets, one on top of the other and anything but neatly packed. I could see damp on the inside of the wrapping and loose pellets between the two pallets. The loose pellets were clearly wet and blown. As I unwrapped the load I found 3 bags ripped open and wet, a further 3 bags were split but useable. I'm waiting for a response from White Horse.
I'm currently unpacking what is supposed to be premium hardwood logs. Many of them are wet, some are on the edge of decay. A significant amount I would class as kindling as it is so thin. It is not what I expect and would hate to see what anything classed as economy would be like.
Following discussions with White Horse Energy the issues with the products have been resolved to my satisfaction, and their customer service is to be praised.
I would just add that I normally order Birch or Oak logs with which I have had no issues, lesson learnt.
My review of the haulage issues remain but are a matter for the haulier.
2 juni 2026
Svar från White Horse Energy
Dear Dennis,
Firstly, thank you for your continued custom over the years. We're sorry to read that your latest experience has fallen so far short of the standard you've come to expect from us.
We appreciate how frustrating it must have been to wait in all day for a delivery that never arrived, only to learn the following morning that the load had not been taken out. You should certainly have been informed so that you were not left waiting unnecessarily, and we apologise for the lack of communication.
We're also concerned to hear about the condition of the wood pellets. Receiving two stacked pallets with damaged bags, signs of moisture, and loose, wet pellets is not acceptable, and we understand why this has caused concern. Equally, the quality of the premium hardwood logs you describe, with wet logs, pieces showing signs of decay, and a large quantity of very thin pieces, is clearly not what you expected when purchasing a premium product.
We appreciate that you have already contacted us and are awaiting a response. Please be assured that your concerns will be investigated thoroughly, and we sincerely apologise for the disappointment and inconvenience caused by both the delivery issues and the condition of the products received.
Kind regards,
KM
Excellent pellets delivered with great…
Excellent pellets delivered with great care and skill as they were all stacked on to a pallet which was broken
Very lucky it didn’t fall over
1 juni 2026
Svar från White Horse Energy
Dear Jan,
Thank you for your feedback. We're delighted to hear that you're pleased with the quality of the pellets and that the delivery was carried out with such care and skill.
We're sorry to hear that the pallet itself was damaged and appreciate you highlighting this. We're very glad that, thanks to the driver's careful handling, the load remained stable and no further issues occurred. Your comments regarding the condition of the pallet will be passed on to 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 Karen,
Thank you for your feedback. We're delighted to hear that you were pleased with our pricing and the quick delivery service.
It's wonderful to know that you would choose to use us again, and we truly appreciate your support. 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 service
Spot on delivery. Good mixture of logs and sizes. Good value burns well. Delivery of fire lighters arrived next day. Wood arrived 2 days later at time requested. Thank you.
1 juni 2026
Svar från White Horse Energy
Dear Phil,
Thank you for your wonderful feedback. We're delighted to hear that both your firelighters and wood were delivered promptly and that the wood arrived at the requested time.
It's great to know that you're pleased with the mix of log sizes, the value for money, and that the wood burns well. We're also pleased that the overall delivery experience was spot on.
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
As always excellent product well…
As always excellent product well packaged great price
Delivery good but notification came at same time as delivery not good😤 but driver was excellent and very polite and helpful
1 juni 2026
Svar från White Horse Energy
Dear Janet,
Thank you for your continued support and for taking the time to leave your feedback. We're delighted to hear that you're pleased with the quality of the product, the packaging, and the value for money.
We're also pleased that the delivery itself went smoothly and that the driver was excellent, polite, and helpful. We'll be sure to pass on your kind comments.
However, we're sorry that the delivery notification arrived at the same time as the delivery itself. We appreciate how frustrating that must have been, as advance notice is important for planning. Your comments regarding the timing of notifications will be shared with the relevant team for review.
Thank you again for your feedback. 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 Trudy,
Thank you for your feedback. We're delighted to hear that your order was delivered on time and that everything went smoothly with no fuss.
We really appreciate your kind words and are pleased that you were happy with the service provided. 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 Julie,
Thank you for your wonderful feedback. We're delighted to hear that you had such a positive experience and that you couldn't fault our service. Comments like yours mean a great deal to the team, and we truly appreciate your support.
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 would have given 5 stars
I would have given 5 stars. The original delivery date wasn’t met & I didn’t receive a call letting me know. Delivery was made the following day while I was at work having taken the previous day off. Your very polite delivery driver, Connor called to say he had delivered my order.
30 maj 2026
Svar från White Horse Energy
Dear Lorraine,
Thank you for your feedback. We're pleased to hear that your order was successfully delivered and that Connor provided such courteous service and took the time to call and let you know the delivery had been made. We'll be sure to pass on your kind comments.
We are, however, sorry that the original delivery date was missed and that you did not receive a call to advise you of the delay. We appreciate how frustrating it must have been to take a day off work only for the delivery to arrive the following day while you were away.
Thank you for your understanding and 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
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