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... Mehr ansehen
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Das sagen Bewerter
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... Mehr ansehen
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No admin or delivery faults. What I wanted was what was delivered to my door and within the time window by a pleasant delivery operator. I was impressed by the delivery tracking system which communica... Mehr ansehen
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... Mehr ansehen
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Unternehmensdetails
Über White Horse Energy
Vom Unternehmen geschrieben
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.
Kontaktinformationen
Cirencester Office Park, London Rd, GL7 6JJ, Cirencester, Vereinigtes Königreich
- 01285402000
- sales@whitehorseenergy.co.uk
- www.whitehorseenergy.co.uk
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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. Mai 2026
Antwort von 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. Mai 2026
Antwort von 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. Mai 2026
Bewertung ohne vorherige Einladung
Antwort von 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. Mai 2026
Antwort von 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
Antwort von 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. Mai 2026
Antwort von 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. Mai 2026
Antwort von 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. Mai 2026
Antwort von 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
Antwort von 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. Mai 2026
Antwort von 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. Mai 2026
Antwort von 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
Ordering on the website went smoothly…
Ordering on the website went smoothly and delivery was on date and at the agreed time. Thanks folks.
4. Mai 2026
Antwort von White Horse Energy
Dear Chris,
Thank you for your feedback. We’re delighted to hear that the ordering process on our website went smoothly and that your delivery arrived on the agreed date and time.
We really appreciate you taking the time to share your experience and thank you for your support.
Kind regards,
KM
Spoke to two separate agents over a two…
Spoke to two separate agents over a two week period about delivery. Both promised a ring back but nobody did. In the end we had to order the smaller pallet AGAIN (as we were running out) which was more expensive yet the delivery came in the larger wagon AGAIN. Seems like we are just being forced into buying in smaller pallets without good reason. Am now looking for another supplier.
26. April 2026
Antwort von White Horse Energy
Dear Joanne,
Thank you for your feedback. We’re very sorry to hear about your experience and the frustration caused by the lack of follow-up regarding your delivery queries.
We understand how disappointing it must have been to speak with two separate agents and not receive the promised callbacks, especially when this led to you placing another order for a smaller pallet at a higher cost. We also appreciate your concerns regarding the delivery vehicle and why this has left you feeling forced into ordering smaller quantities unnecessarily.
This is not the level of service or communication we aim to provide, and your comments will be raised with the relevant teams for review.
Kind regards,
KM
Easy to order and quick delivery
Easy to order and quick delivery
The pellets are of good quality , much nicer than some others I have used in the past
1. Mai 2026
Antwort von White Horse Energy
Dear Sharon,
Thank you for your feedback. We’re delighted to hear that you found the ordering process easy and the delivery quick.
It’s also great to know that you’re pleased with the quality of the pellets and that they compare so well to others you’ve used in the past. 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
Antwort von White Horse Energy
Dear Mr Koubis,
Thank you for your feedback. We’re delighted to hear that you were pleased with the product, service, and quick delivery.
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
A number of the bag were punctured with…
A number of the bag were punctured with pellets leaking out.
It's hit and miss whether they'll deliver a tonne or not. The logistics company is more than capable and access is not restricted yet White Horse can restrict it
1. Mai 2026
Antwort von White Horse Energy
Dear Amy,
Thank you for your feedback. We’re sorry to hear that a number of the bags were punctured and that pellets were leaking from your delivery.
We understand how frustrating this must be, especially when you expect a full and undamaged order. We also appreciate your comments regarding delivery restrictions and recognise how inconsistent this can feel.
Your feedback will be shared with the relevant teams and delivery partners so this can be reviewed and improvements can be made.
Kind regards,
KM
Antwort von White Horse Energy
Dear Stephen,
Thank you for your feedback. We’re delighted to hear that you were pleased with the quality of the wood, the quick delivery, and 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
Still have not received are order
23. April 2026
Antwort von White Horse Energy
Dear Katie,
Thank you for your feedback. We’re very sorry to hear that you have not yet received your order.
We understand how frustrating this must be. The depot will be in contact with you shortly to arrange delivery at a convenient time.
Kind regards,
KM
Quality inferior to ash
Quality of the wood was inferior compared to previous consignments of ash. Much lower calorific value and lower density which translates as shorter burn duration. Delivery was excellent and so was packaging
28. April 2026
Antwort von White Horse Energy
Dear Ian,
Thank you for your feedback. We’re pleased to hear that the delivery and packaging met your expectations.
We’re sorry, however, to hear that the quality of the wood did not match your previous orders, particularly in terms of burn duration and density. We understand how important consistency is and appreciate you bringing this to our attention.
Your comments will be shared with the relevant team for review to help ensure product quality is maintained.
Kind regards,
KM
Atrocious Customer Service
A delivery window of 5 days, 22nd April to the 27th April, was given by White Horse Energy when the order was placed. However, no tracking number was provided to allow the delivery to be tracked which is important as due to the size of the pallet delivery attendance to accept the delivery is required.
After staying in from the 22nd April I tried to contact White Horse Energy on the 24th and 27th April to confirm the delivery date only to be answered by a taped message that lasted for 8 seconds before terminating the calls. They eventually answered my call on the 28th April, initially they were not helpful resulting in me advising them that I would be terminating the order unless they confirmed a delivery time. This did stimulate a response and 2 hours later they confirmed a delivery time for a delivery outside of the delivery window provided on the order.
I was only going to give 0 to 1 star but have given 2 stars as when the delivery arrived the driver was very helpful and the product is as advertised. I will not be placing future orders with White Horse Energy. I would rather pay more for a better service elsewhere.
23. April 2026
Antwort von White Horse Energy
Dear Robert,
Thank you for your feedback. We’re very sorry to hear about your experience, particularly the lack of communication and the difficulty you faced in trying to obtain an update on your delivery.
We understand how important accurate delivery information and tracking are, especially for pallet deliveries that require someone to be present. The issues you’ve described with contacting us and the delay outside of the original delivery window are not the standard of service we aim to provide.
We do, however, appreciate your comments regarding the helpful delivery driver and that the product met your expectations.
Your feedback will be shared with the relevant teams as we continue to review and improve our communication and delivery processes.
Kind regards,
KM
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