Respuesta de White Horse Energy

28 sept 2026

Hi Kate

We’re genuinely sorry to hear about your experience, and we completely understand why you’re concerned about the weight of the kindling you received and what has happened with the return and refund.

Please be assured that we are not trying to mislead any of our customers, and we take concerns like this very seriously. We appreciate that you have taken the time to weigh the product and provide an image showing the weight, and we’re also sorry that you’ve been left frustrated after returning the parcel using the return label provided by us.

If you have a moment, we’d really appreciate it if you could give our Customer Service team a call. We’d be more than happy to look into the full matter for you, the return, and why the refund has not yet been processed. We’d like to understand exactly what has happened and hopefully find the best possible resolution for you.

We genuinely value our customers, and this is certainly not the experience we want anyone to have when dealing with us. We also appreciate you bringing this to our attention, as it gives us the opportunity to properly investigate the matter rather than leaving your concerns unresolved.

Thank you for taking the time to raise this with us. We sincerely hope we can speak with you, look into everything properly, and work towards a satisfactory resolution.

Regards ML

Respuesta de White Horse Energy

28 sept 2026

Hi Iwan

Thank you so much for taking the time to leave us such a positive review. We’re really pleased to hear that your order arrived within a few days and that everything was quick, efficient and hassle-free.

That’s exactly the kind of experience we want our customers to have, so it’s great to know we got it right for you. We genuinely value you as a customer and really appreciate you choosing us.

If you get a spare moment, I’d personally love it if you could share your experience on Google too. You’ve already taken the time to tell us how things went, and your kind words would mean a lot to us and the team there as well.

Share your experience on Google: https://g.page/r/CV5WDhmg_H1MEBM/review

Thanks again for your support and for taking the time to share your experience it really is appreciated.

Regards ML

Respuesta de White Horse Energy

28 sept 2026

Hi Chris

Thank you for taking the time to leave us a review. We’re really pleased to hear that everything was straightforward and that you received the good service we aim to provide.

We genuinely value you as a customer and really appreciate you choosing White Horse Energy. It’s always great to hear when an order has gone smoothly with no issues along the way.

If you get a spare moment, I’d personally really appreciate it if you could share your experience on Google too. You’ve already taken the time to let us know how things went, and it would mean a lot to us and the team to have your kind words shared there as well.

Share your experience on Google: https://g.page/r/CV5WDhmg_H1MEBM/review

Thanks again for your support and for taking the time to leave your feedback — it really is appreciated.

Regards ML

Respuesta de White Horse Energy

28 sept 2026

Good day Mr Renshaw

Thank you very much for taking the time to leave such detailed feedback. We’re really pleased to hear that you were happy with the product and the service overall, and it’s great to know you’re otherwise a happy customer.

We are genuinely sorry that your delivery was missed on the day you were expecting it, particularly as you had specifically asked, where possible, for an afternoon delivery because of your availability. We understand how frustrating and inconvenient it is to have a delivery arrive when you’re not there to receive it. We should have made the delivery arrangements clearer and done better in communicating what could and couldn’t be accommodated.

We also appreciate your point about the website not making it obvious how to request a specific delivery date or time. That’s valuable feedback, and we’ll certainly take it on board as we look at how we can make the delivery process clearer and easier for customers.

We genuinely value you as a customer and appreciate you taking the time to tell us both what went well and where we could have done better.

If you get a spare moment, I’d personally really appreciate it if you could share your experience on Google too. You’ve already taken the time to give us such thoughtful feedback, and it would mean a lot to us and the team to have your experience shared there as well.

Share your experience on Google: https://g.page/r/CV5WDhmg_H1MEBM/review

Thanks again for choosing us and for being honest about your experience. Feedback like this genuinely helps us improve.

Regards ML

Respuesta de White Horse Energy

28 sept 2026

Good day Jennifer

Thank you so much for such a lovely review, and especially for continuing to choose White Horse Energy over the years. It genuinely means a lot to know that you’ve consistently had such a positive experience with us.

We’re particularly pleased to hear your kind words about our delivery driver. Our drivers play such an important part in the overall customer experience, and we’ll certainly make sure your comments are passed on to him. I’m sure it will mean a great deal to know that his kindness made a difference.

If you get a spare moment, I’d personally really appreciate it if you could share your experience on Google too. You’ve been kind enough to support us for so many years, and it would be lovely to have your experience shared there as well. Your words genuinely mean a lot to us and the team.

Share your experience on Google: https://g.page/r/CV5WDhmg_H1MEBM/review

Thank you again for your continued support and for taking the time to share such thoughtful feedback. We really do appreciate having you as a customer.

Regards ML

Respuesta de White Horse Energy

28 sept 2026

Hi Marilyn

Thank you so much for taking the time to leave us a review. We’re really pleased to hear that you found ordering online easy and that your delivery arrived promptly.

We always want the whole process to be as simple and hassle-free as possible, so it’s great to know everything went smoothly for you. We genuinely value you as a customer and really appreciate you choosing us.

If you get a spare moment, I’d personally really appreciate it if you could share your experience on Google too. You’ve already taken the time to tell us about your experience, and it would be lovely for the team to see your kind words there as well.

Share your experience on Google: https://g.page/r/CV5WDhmg_H1MEBM/review

Thanks again for your support and for taking the time to leave your feedback it genuinely means a lot to us.

Regards ML

Respuesta de White Horse Energy

28 sept 2026

Good day Mr Millwood

Thank you so much for taking the time to leave us such a lovely review. We’re really pleased to hear that you found it so easy to order, and that you were happy with the quality and our next-day delivery.

It’s great to know that everything came together so smoothly for you, from placing the order right through to receiving it the following day. We really do value you as a customer and appreciate you choosing us.

If you get a spare moment, I’d personally love it if you could share your experience on Google too. Your kind words are genuinely appreciated, and it would be lovely for the team to see them there as well.

Share your experience on Google: https://g.page/r/CV5WDhmg_H1MEBM/review

Thanks again for your support and for taking the time to let us know how you got on. It really does mean a lot to us.

Regards ML

Respuesta de White Horse Energy

28 sept 2026

Hi Kit Free

Thank you so much for taking the time to leave us a review. It’s lovely to hear that you found ordering easy and that the delivery itself went well.

I’m really sorry, though, that you didn’t receive a notification to let you know the delivery was on its way. I completely understand how that could have caused a problem, especially if you weren’t expecting the delivery or needed to make arrangements to be there. We know how helpful those updates are, and we should have made sure you had that information.

We genuinely value you as a customer, and I really appreciate you taking the time to mention this. It’s helpful for us to know what went well, but also where we can make the experience better for you and others.

If you get a spare moment, I’d personally love it if you could share your experience on Google too. You’ve already been kind enough to leave us your feedback here, and it would really mean a lot to me and the team to see your experience shared there as well.

Share your experience on Google: https://g.page/r/CV5WDhmg_H1MEBM/review

Thank you again for choosing us and for taking the time to let us know how everything went. We really do appreciate having you as a customer.

Regards ML

Respuesta de White Horse Energy

28 sept 2026

Hi Patrick

Thank you for taking the time to share your feedback, and please accept our sincere apologies for the frustration and inconvenience caused by the communication around your delivery.

We completely understand your point that, when working or managing other commitments, having more notice of a delivery can make a significant difference. We appreciate that receiving an ETA only a couple of hours before delivery may not have provided you with the notice you would have preferred.

On this occasion, the communication procedure in place was followed correctly, with an ETA email being sent ahead of the delivery, followed by a courtesy call when the driver arrived at the property with the goods. However, we fully appreciate that following our current procedure does not necessarily mean that the level of notice provided meets every customer's expectations.

We highly respect your feedback and have taken your comments on board. We will be passing this feedback to our senior management team to review whether there are further improvements we can make to our delivery communication and provide customers with as much notice as possible.

We are sorry that the communication did not meet your expectations on this occasion, and we genuinely appreciate you taking the time to bring this to our attention. Feedback such as yours is important to us and helps us identify where we can continue to improve our service.

Regards ML

Respuesta de White Horse Energy

28 sept 2026

Hi KC

Thank you so much for taking the time to leave us a review. We’re really pleased to hear that you found the ordering process easy and that your delivery arrived quickly.

We truly value you as a customer, and it’s great to know that we’ve made things straightforward for you from ordering through to delivery.

If you have a spare moment, I’d personally be very grateful if you could share your experience on Google too. You’ve already taken the time to tell us how things went, and it would mean a lot to us and the team to have your kind words shared there as well.

Share your experience on Google: https://g.page/r/CV5WDhmg_H1MEBM/review

Thank you again for choosing us and for your continued support it really does mean a lot.

Regards ML

Respuesta de White Horse Energy

28 sept 2026

Hi Lorraine

Thank you so much for taking the time to leave us a review. We’re really pleased to hear that the phone call came at the right time and that our driver was helpful and made the delivery nice and straightforward.

We genuinely value you as a customer, and it’s great to know that you had a positive experience with us.

If you get a spare moment, I’d personally really appreciate it if you could share your experience on Google too. It’s always lovely to hear directly from our customers, and your kind words genuinely mean a lot to us and the team.

Share your experience on Google: https://g.page/r/CV5WDhmg_H1MEBM/review

Thanks again for choosing us and for taking the time to share your experience.

Regards ML

Respuesta de White Horse Energy

28 sept 2026

Hi Stephen

Thank you so much for taking the time to leave us a review. We’re really pleased to hear that you found the ordering process simple, that your delivery arrived on time, and especially that our driver was helpful. We’ll certainly pass your kind words on to him.

We really value you as a customer, and because you’ve given us 4 stars, I’d genuinely love to know if there was anything we could have done differently to make your experience a 5-star one. Even if it was something small, we’d really appreciate you letting us know, as it gives us the opportunity to improve.

If you get a spare moment, I’d also personally love it if you could share your experience on Google. You’ve already taken the time to tell us how things went, and it would mean a lot to me and the team to have your kind words shared there too.

Share your experience on Google: https://g.page/r/CV5WDhmg_H1MEBM/review

Thank you again for choosing us and for taking the time to share your experience. We genuinely appreciate having you as a customer.

Regards ML

Respuesta de White Horse Energy

28 sept 2026

Good day MR Duffy

Thank you so much for taking the time to share your experience with us. It’s great to hear that everything went smoothly overall and, especially, that our driver was so friendly, happy and chatty. We’ll definitely make sure his efforts are recognized it’s lovely to hear that he helped make the delivery a better experience for you.

We also completely understand your point about having a rough delivery time slot. Even a couple of hours’ notice can make a big difference when you’re trying to plan your day, and we appreciate you highlighting this. We’ll take this feedback on board as we continue looking at how we can improve the delivery experience.

We genuinely value you as a customer, and it’s great to know that our driver helped leave you with such a positive impression.

If you do get a spare moment, I’d personally really appreciate it if you could share your experience on Google too. You’ve taken the time to give us such thoughtful feedback here, and it would be lovely for the team and especially the driver you mentioned to see those kind words there as well.

Share your experience on Google:
https://g.page/r/CV5WDhmg_H1MEBM/review

Thanks again for choosing us and for taking the time to share your experience. It really is appreciated.

Regards ML

Respuesta de White Horse Energy

28 sept 2026

Good day Cath

Thank you so much for taking the time to leave us such a lovely review. We’re really pleased to hear that you were happy with the quick turnaround, delivery and, most importantly, the quality of the wood.

It’s always great to know when everything comes together as it should and the service has been a good experience from start to finish. We genuinely value you as a customer and are very grateful you chose us.

If you get a spare moment, we’d really love to hear from you on Google too. You’ve already taken the time to share your experience with us, and it would mean a lot to the team to have a few words from you there as well.

Share your experience on Google: https://g.page/r/CV5WDhmg_H1MEBM/review

Thanks again for your support — we really appreciate it and hope to supply you again in the future.

Regards ML

Respuesta de White Horse Energy

25 sept 2026

Hi,

Thank you for taking the time to leave us a review.

We are delighted to hear that you found our products to be good value and that your delivery arrived promptly. Providing quality products alongside a reliable service is something we strive for, so we are pleased to know you had a positive experience.

We appreciate your feedback and hope to have the opportunity to provide you with a 5-star experience next time.

Kind regards,
The White Horse Energy Team

Respuesta de White Horse Energy

28 sept 2026

Good day Mr Isherwood

Thank you for taking the time to share your experience, and I’m genuinely sorry that the delivery did not go as you had expected. We completely understand why you chose the 50-bag load specifically because of the limited access, particularly as you’ve had drivers access the driveway on previous occasions.

Our standard delivery service is kerbside, and while our drivers will always do their best to get as close to the property as they safely can, anything beyond the kerbside point is ultimately at the driver’s discretion. I appreciate that this may be frustrating when you have previously had drivers take the goods further onto the property.

The reason we have to leave this decision with the driver is to ensure that the correct safety protocols are followed. Every driveway and delivery location is different, and the driver needs to be satisfied that they can safely manoeuvre the vehicle or pallet equipment without putting themselves, your property, the goods, or anyone nearby at risk. While we would always love to go that extra mile for our customers, we also have a responsibility to make sure these safety measures are respected should something go wrong.

That said, we’re sorry that on this occasion the delivery did not meet your expectations, and we certainly don’t want you to feel that your concerns have not been heard. This is not the level of service or experience we want to provide to our customers.

We genuinely value you as a customer and appreciate you taking the time to explain what happened. Your feedback will be taken on board and shared with the relevant team so we can continue to improve how we communicate these expectations around delivery.

Thank you again for your understanding, and please accept our sincere apologies for the frustration caused.

Regards ML

Respuesta de White Horse Energy

25 sept 2026

Hi,

Thank you for taking the time to leave us a 5-star review.

We're delighted to hear that the change of delivery day was handled smoothly and that our team kept you well informed throughout the process. It's also wonderful to know that your logs arrived safely and that the delivery driver was cheerful and helpful.

We appreciate your feedback regarding the kindling content and will certainly take this on board. Thank you for choosing us, and we look forward to supplying you again in the future.

Kind regards,
The White Horse Energy Team

Respuesta de White Horse Energy

25 sept 2026

Hi,

Thank you for your fantastic 5-star review.

We are delighted to hear that you were pleased with both our service and delivery. It's wonderful to know that your logs arrived securely wrapped and that our driver was so helpful. We take great pride in providing a reliable service, so your positive feedback means a lot to us.

Thank you for choosing us, and we hope to be of service again in the future.

Kind regards,
The White Horse Energy Team

Respuesta de White Horse Energy

25 sept 2026

Hi,

Thank you for your wonderful 5-star review.

We are delighted to hear that you were pleased with both the quality and value of your purchase. Receiving your order within 24 hours is exactly the level of service we strive to provide, so it's great to know everything went smoothly.

Thank you for your recommendation and for choosing us. We look forward to serving you again in the future.

Kind regards,
The White Horse Energy Team

Respuesta de White Horse Energy

25 sept 2026

Hi,

Thank you for taking the time to leave us a 5-star review.

We are delighted to hear that you were pleased with the quality of the product and that your delivery arrived on time. It's also wonderful to know that the carrier provided a friendly service, as we know how important a positive delivery experience is.

Thank you for choosing us, and we look forward to serving you again in the future.

Kind regards,
The White Horse Energy Team