All happy the only thing is when I booked delivery i choose a nominated day option and picked wed but after I booked i realised it was from wed so I thought I messed up as I was only off that day bu... Voir plus
Bien que nous ne vérifiions pas les affirmations individuelles, car les avis reflètent l’opinion personnelle des utilisateurs, certains avis sont accompagnés du statut « vérifié » lorsqu’il est possible de confirmer qu’une interaction avec l’entreprise a eu lieu. En savoir plus
Pour protéger l’intégrité de la plateforme, chaque avis, qu’il soit vérifié ou non, est analysé par notre logiciel automatisé 24 h/24 et 7 j/7. Il identifie et retire tout contenu qui enfreint nos conditions d'utilisation, y compris les avis qui ne se basent pas sur des expériences authentiques. Nous sommes conscients que nous ne pouvons pas tout détecter, et vous pouvez nous signaler tout élément qui aurait pu nous échapper. En savoir plus
Lisez les avis des autres
lovely looking wood! I got the same as last year, Ash, and it looks really good condition. Great delivery and accommodating when I asked to change the date of delivery. They were also happy to deliv... Voir plus
L'entreprise a répondu
Everything went smooth but the only thing was it would have been better to get a rough time slot even a couple of hours but nothing until the driver called. The driver was great and made the deliver... Voir plus
L'entreprise a répondu
I arranged with you for the pellets to be delivered last Wednesday when my son would be around to stack them for me and they arrived on the Thursday. At least 10 bags of the pellets were damaged and a... Voir plus
À propos de l'entreprise
À propos de White Horse Energy
Écrit par l'entreprise
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.
Coordonnées de contact
Cirencester Office Park, London Rd, GL7 6JJ, Cirencester, Royaume-Uni
- 01285402000
- sales@whitehorseenergy.co.uk
- www.whitehorseenergy.co.uk
4,2
Bien
3 k avis
Demande des avis aux clients
Cette entreprise invite régulièrement ses clients à laisser des avis, qu’ils soient positifs ou négatifs.
A répondu à 99 % de ses avis négatifs
Répond généralement dans un délai d'une semaine
Comment cette entreprise utilise Trustpilot
Découvrez comment les avis de l’entreprise sont collectés, notés et modérés.
I ordered deliberately a 50 bag load…
I ordered deliberately a 50 bag load due to limited access. Drivers usually gain access to the drive. However this driver did not have the skills or confidence to do.
23 septembre 2026
Réponse de White Horse Energy
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
Good logs and good service
Had to change the day - no problem - good communication
Logs arrived safe and sound - reasonable quality (hardly any kindling!)
Delivery man was cheerful and helpful
23 septembre 2026
Réponse de White Horse Energy
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
Excellent service
Excellent service, the Driver was very helpful. The logs arrived securely wrapped on a pallet which will make it easy to unload and use. Thank you.
23 septembre 2026
Réponse de White Horse Energy
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
Great product and price!
Great price product delivered in 24 hours! Would recommend.
23 septembre 2026
Réponse de White Horse Energy
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
Good quality product delivered on time
Good quality product delivered on time, by a very friendly carrier.
23 septembre 2026
Réponse de White Horse Energy
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
Express delivery
Express delivery, driver was exceptional and the logs are top quality******
23 septembre 2026
Réponse de White Horse Energy
Hi,
Thank you for your excellent 5-star review.
We are delighted to hear that your order was delivered so quickly and that you were pleased with the quality of the logs. It's especially great to know that the driver provided exceptional service, as we know how important a smooth delivery experience is for our customers.
Thank you for your kind words and for choosing us. We look forward to serving you again in the future.
Kind regards,
The White Horse Energy Team
Réponse de White Horse Energy
Hi,
Thank you for your fantastic 5-star review.
We are delighted to hear that you found our ordering process easy, received a swift delivery, and felt that our products offered good value for money. We work hard to provide a straightforward and reliable service, so it's wonderful to know we met your expectations.
Thank you for choosing us, and we look forward to serving you again in the future.
Kind regards,
The White Horse Energy Team
Réponse de White Horse Energy
Hi,
Thank you for taking the time to leave us a 5-star review.
We are delighted to hear that your order arrived on time and that you found us easy to deal with. Providing a straightforward ordering experience and reliable service is something we strive for, so it's wonderful to receive your feedback.
Thank you for choosing us, and we look forward to serving you again in the future.
Kind regards,
The White Horse Energy Team
Good price for good quality kiln dried…
Good price for good quality kiln dried oak and good delivery service.
23 septembre 2026
Réponse de White Horse Energy
Hi,
Thank you for your wonderful 5-star review.
We are delighted to hear that you were pleased with both the quality of our kiln-dried oak and the value for money. It's also great to know that the delivery service met your expectations and helped make your experience a positive one.
We truly appreciate your feedback and thank you for choosing us. We look forward to serving you again in the future.
Kind regards,
The White Horse Energy Team
The delivery service was dreadful
The delivery service was dreadful, multiple attempts to deliver were unsuccessful, hours were wasted waiting at home home fruitlessly. Multiple phone calls over a painful week resulted in an agreement on a full refund. A pity really, previous deliveries have been ok in previous years and the quality of the wood has been good, just about everything that could go wrong, went wrong this time.
23 septembre 2026
Réponse de White Horse Energy
Hi Steve
Thank you for taking the time to share your feedback with us, and please accept our sincere apologies for the experience you had with your delivery.
We are genuinely sorry that what should have been a straightforward delivery resulted in multiple unsuccessful attempts, hours spent waiting at home, and numerous phone calls over the course of the week. We fully understand how frustrating and disappointing this must have been, particularly as you have ordered from us previously and had positive experiences with both our service and the quality of our wood.
We have taken your feedback as a priority, as this is certainly not the level of service we want to provide to our customers. Restricted-access areas can present additional challenges for our hauliers, and we are working rigorously with our delivery partners to improve how these situations are managed and, wherever possible, avoid unnecessary failed delivery attempts.
At the same time, we do have a responsibility to respect the relevant safety regulations. Where a driver is unable to safely access a particular point due to restricted access or the conditions of the area, we must ensure that our drivers and other road users are not put at risk. However, we recognise that this does not take away from the inconvenience caused to you, and we are sorry that the situation was not handled better.
We are particularly disappointed that, after previously receiving good service from us, this delivery experience left you feeling that everything that could go wrong did. We appreciate your honesty and the time you took to raise your concerns, as this feedback gives us an opportunity to review what happened and work with our hauliers to improve the service we provide.
Please accept our sincere apologies for the inconvenience, frustration and time you were put through. This is not the experience we want any of our customers to have.
Regards ML
I sent an email to Whitehorse energy on…
I sent an email to Whitehorse energy on 17/09/2026 with regards to number of bags per pallet ie I am used to getting 65 bags on a pallet but instead the order specified 64 and I wanted to know if this was indeed correct sadly I had no response and when you consider that other pallets of wood pellets have 65 bags I thought that it was a reasonable enquiry and was disappointed at the lack of a response. The delivery turned up 21/09/2026 ok and I am pleased to say that no damage to any of the bags
23 septembre 2026
Réponse de White Horse Energy
Hi,
Thank you for taking the time to leave us a review and for your continued custom.
We are pleased to hear that your delivery arrived on time and that all of the bags were received in good condition.
However, I am very sorry to learn that you did not receive a response to your email enquiry regarding the bag count on the pallet. This is certainly not the level of service we aim to provide, and I apologise for the disappointment caused.
We appreciate you bringing this to our attention, as customer feedback helps us improve our service. We hope to have the opportunity to provide you with a 5-star experience in the future.
Kind regards,
The White Horse Energy Team
We moved away from White Horse Energy…
We moved away from White Horse Energy for our pellet deliveries, as we’ve had issues in the past with quality, customer service and deliveries. I’ve just gone back to them after using another supplier and I have to say this order and delivery was absolutely seamless. Ordered and I had an issue with an address on the order, customer service immediately rectified it for me, I contacted customer service again as hadn’t heard anything about my delivery, they immediately apologised and I immediately got multiple updates sent through confirming delivery today and times. My delivery arrived on time, via a partner service EVTS, they were brilliant, pellets delivered where we wanted them and the driver was very helpful. We use a lot of pellets so I’m extremely pleased white horse energy seems 🤞 to have ironed out issues that they previously had, first seamless order and deliver we’ve had, so we will be back to being a regular customer again. Thank you.
24 septembre 2026
Avis spontané
Réponse de White Horse Energy
Thank you for taking the time to leave such a wonderful review. We're delighted to hear that your recent experience with White Horse Energy was a positive one from start to finish.
It's great to know that our customer service team were able to quickly assist with the address amendment and keep you updated throughout the delivery process. We're also pleased to hear that the delivery went smoothly and that EVTS provided such helpful service on the day.
We truly appreciate your honesty regarding your previous experiences, and we're grateful that you gave us another opportunity to earn your trust. Feedback like yours means a great deal to us, and it's encouraging to hear that the improvements we've made are making a difference.
Thank you for choosing White Horse Energy again. We look forward to serving you as a regular customer and providing the same high standard of service with your future orders.
Kind regards,
The White Horse Energy Team
Réponse de White Horse Energy
Thank you for your 5-star review!
We're delighted to hear that you were pleased with both our communication and delivery service. Providing a smooth and reliable experience for our customers is always our goal, so it's wonderful to know we delivered on that for you.
Thank you for choosing White Horse Energy. We truly appreciate your support and look forward to serving you again in the future.
Kind regards,
The White Horse Energy Team
Delivery driver went over and above…
Delivery driver went over and above expectations to ensure delivery was made to my home. Full marks
23 septembre 2026
Réponse de White Horse Energy
Thank you for your fantastic 5-star review!
We're delighted to hear that your delivery driver went above and beyond to ensure your order was delivered successfully. We know how much a helpful and dedicated driver can make a difference, so it's wonderful to receive such positive feedback.
We'll be sure to pass your kind comments on to the delivery team. Thank you for your support and for taking the time to share your experience with us.
Kind regards,
The White Horse Energy Team
All good in the end
It started of somewhat confusingly with disappearing not-trackable order numbers but the fire wood did turn up as expected in the end! I have not been able to see it in person but everything looks good! Thank you!
23 septembre 2026
Avis spontané
Réponse de White Horse Energy
Thank you for your review.
We are very sorry that this was your experience. The confusion surrounding your order number and the inability to track your order is certainly not the level of service or communication we strive to provide.
Please accept our sincere apologies for the concern and frustration this caused. I have sent you an email directly so that we can investigate this further and provide you with a full update on your order.
Kind regards,
The White Horse Energy Team
Excellent service
22 septembre 2026
Réponse de White Horse Energy
Thank you for your 5-star review!
We're delighted to hear that you received excellent service. Providing a great experience from ordering through to delivery is always our aim, so it's wonderful to know we met your expectations.
Thank you for choosing White Horse Energy and for taking the time to share your feedback. We look forward to serving you again in the future.
Kind regards,
The White Horse Energy Team
I placed an order in late Aug 26
I placed an order in late Aug 26. The website state logs in stock, 2-3 days turn around. As of the 17 Sept no logs, lots of excuses. Shocking and I will never use them again. Consider Cirencester is an hour ish from me but a supplier can deleiver from Sheffield, on time without excuses. Giving them a 1 star is way above what I would rate them.
17 septembre 2026
Avis spontané
Réponse de White Horse Energy
Thank you for taking the time to share your feedback. We sincerely apologise for the delay and the frustration this has caused.
We understand how disappointing it is to place an order based on the stock availability and estimated lead times shown on our website, only to experience a much longer wait than expected. We appreciate that, from your perspective, the level of service you received fell well below expectations.
Please be assured that delays of this nature are not the standard we aim to provide, and we are sorry that our communication and updates did not give you the confidence that your order was being handled appropriately.
We will be contacting you directly via email shortly to discuss your order in more detail and provide an update on the actions being taken regarding your delivery.
Once again, please accept our sincere apologies for the inconvenience and disappointment caused. We appreciate your feedback, as it helps us identify where we need to improve.
Kind regards,
Bee
Réponse de White Horse Energy
Thank you so much for taking the time to leave us such a wonderful review!
We are thrilled to hear that you were pleased with our speedy delivery, product quality, and pricing. Your feedback means a lot to our team, and we look forward to serving you again in the future!
Kind regards,
NH
Godd product delivered on wrong day
I paid extra for delivery on a designated day.
It was delivered days earlier. Not convenient and had to sit outside by the road for several days until I returned.
A pallet truck has very limited ability to travel on anything but flat ground, so had to be left blocking our drive for days, despite the driver's best efforts.
Logs are very good and tightly packed, so very pleased with the product.
27 août 2026
Réponse de White Horse Energy
Thank you for taking the time to leave a review and for your kind comments about the logs. We're delighted to hear that you were pleased with the quality of the product and the way they were packed.
However, we're very sorry to hear that your delivery experience did not meet expectations. We completely understand how frustrating it must have been to pay extra for delivery on a designated day, only for your order to arrive several days earlier than expected. We appreciate that this created significant inconvenience and left you with a difficult situation while you were away.
We're also sorry for the issues surrounding the pallet delivery. While our delivery partners do their best to position deliveries safely and conveniently, we understand that access can sometimes be challenging, particularly where a pallet truck is limited by the terrain.
Your feedback is invaluable as it helps us identify areas where we need to improve. We would welcome the opportunity to discuss your experience further and see if there is anything we can do to put things right. Please feel free to contact us directly with your order details.
Thank you again for your feedback, and we hope to have the opportunity to provide you with a much better delivery experience in the future.
Kind regards,
Bee
Accurate Speedy Delivery
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 where they had been on previous occasions safely onto my drive. Excellent service by both White Horse and their delivery agency. I will continue to use in the future - Recommended
9 septembre 2026
Avis spontané
Réponse de White Horse Energy
Thank you so much for taking the time to share your feedback!
We are delighted to hear that your order arrived so quickly and was safely deposited right where you needed it. It is great to know that both our team and our delivery partners provided you with excellent service once again.
We truly appreciate your continued support and look forward to supplying you in the future!
Kind regards,
NH
L’expérience Trustpilot
Tout le monde peut écrire un avis Trustpilot. Les auteurs d'avis peuvent les modifier ou les supprimer à tout moment et les avis sont affichés tant que les comptes utilisateurs respectifs sont actifs.
Nous avons des personnes dédiées et des technologies intelligentes pour nous aider à protéger notre plateforme. Découvrez comment nous combattons les faux avis.
En savoir plus sur le parcours des avis sur Trustpilot.
La vérification permet de s'assurer que des personnes réelles écrivent les avis que vous lisez sur Trustpilot.
Offrir des incitatifs en échange d'avis ou demander des avis de manière sélective peut fausser le TrustScore, ce qui va à l'encontre de nos conditions d'utilisation.