anyone else having issues with Liverpool Wood Pellets

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chris_j

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Ordered over a week ago, no sign of delivery & every time I phone them I get a different story about if it's been despatched or not. Latest is it's going to be delivered to me tomorrow but it's not in the pallet network yet & pallet deliveries through a pallet network normally take 48 hours in my experience...

Getting a bit fed up of it & asked to speak to one of the owners, who apparently are in meetings all day, despite me hearing him talking in the background...

Anyone else having issues?
 
History repeating itself.......:o

If you do a search on here and in the archives you will find that this is a recurring problem with them:rolleyes:

When it happened to me I demanded a refund and surprise surprise the pellets arrived the next day - was over 2 weeks late by then but they had taken the money the day I ordered:mad:

Since then I have used Corley Biowood - really nice people, take the money on day of dispatch let you know etc etc and the same price as LWP.

Vote with your feet and your money - LWP have had this problem for YEARS:rolleyes:
 
I've been using them for 4 years now.

There are occasionally problems with the couriers.

If you have a tantrum at LWP themselves - they tend to get it sorted :)
 
Same old problem ! I too use corley biowood, incidentally they said yesterday the supliers had a problem with machinery and would delay by couple of days, but at least they let me know :)
 
Yep i too had the same problem, and i found the men on the other side of the phone quite rude and impatient. Because of this I have moved onto Blue Ribbon wood pellets and have never had a problem with this company... so helpful, and when buying as fire pellets (exactly the same as he horse bedding) it works out nearly £1 cheaper than liverpool pellets. But the survice is quality :) http://www.brhb.org/

I meant it works out £1 cheaper when buying by the ton!
 
dominica said:
Yep i too had the same problem, and i found the men on the other side of the phone quite rude and impatient. Because of this I have moved onto Blue Ribbon wood pellets and have never had a problem with this company... so helpful, and when buying as fire pellets (exactly the same as he horse bedding) it works out nearly £1 cheaper than liverpool pellets. But the survice is quality :) http://www.brhb.org/

I meant it works out £1 cheaper when buying by the ton!
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Umm I'm sure it's cheaper but it's a high price to pay for a criminal record :-o

It's called fraud, you can only buy them at lower VAT if you are actually using them as biofuel. Anything else is fraud legally. Unless you have a pellet boiler on site HHOers please don't take the risk.
 
chris_j said:
Ordered over a week ago, no sign of delivery & every time I phone them I get a different story about if it's been despatched or not. Latest is it's going to be delivered to me tomorrow but it's not in the pallet network yet & pallet deliveries through a pallet network normally take 48 hours in my experience...

Getting a bit fed up of it & asked to speak to one of the owners, who apparently are in meetings all day, despite me hearing him talking in the background...

Anyone else having issues?
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I have never had an issue with delivery, but I know that a friend rang up last week and was told that they were having issues with regards to delivery at the moment. Hope they resolve it soon as I only have a months supply left!
 
Not sure I agree with the fraud statement. I buy fuel pellets at £2.50 from my local garden centre off the shelf. Nobody enquires what they are used for. I can't store a pallet and they are the only pellets available to me. Do you really think I'm supposed to walk up to the counter with my trolley and demand to pay more than the ticket price?!
 
cm2581 said:
Not sure I agree with the fraud statement. I buy fuel pellets at £2.50 from my local garden centre off the shelf. Nobody enquires what they are used for. I can't store a pallet and they are the only pellets available to me. Do you really think I'm supposed to walk up to the counter with my trolley and demand to pay more than the ticket price?!
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The difference is when you buy them from a bulk supplier in any reasonable quantity you are ticking on a form to say what they are for and which option is the accurate one for your use - biofuel or horse bedding. Which means when buying these bulk supplies those buying them for bedding but selecting biofuel are committing fraud on HMRC by knowingly stating a false description of their use.

So the garden centre one price bag is probably charging vat at the full rate anyway, and even if not you are not being asked to confirm your use of the pellets so you are arguabke entitled to assume that this was the case.

But not from the bulk suppliers where you have to declare by choosing between the two.

It absolutely is fraud, as the HMRC would see it, unwelcome as that might be.

They may of course never crack down, but I wouldnt bet on it. Their employees are on forums in their spare time like everyone else.
 
I totally agree with you if people lie about the intended use when specifically asked but I just wanted to point out it's not always that clear cut. If the supplier is selling wood fuel pellets for fuel and makes no claims about using them as bedding then I also don't see that as fraud. You don't request to pay vat on a working dog food just because you feed it to your non working pet. You buy something as it's sold and if nobody asks then how can it be fraud?!! There are also going to be a lot of people who don't even realise there is a difference!
 
I had a delivery last week within 3 days of ordering from LWP, never had a problem with delivery at all in the several years I've used them; only time I couldn't get them was around Christmas as they couldn't let me have a ton due to their supplier so it wasn't worth me getting them, I changed over to Probed which is nice stuff but couldn't wait to get back to the pellets again.
 
cm2581 said:
I totally agree with you if people lie about the intended use when specifically asked but I just wanted to point out it's not always that clear cut. If the supplier is selling wood fuel pellets for fuel and makes no claims about using them as bedding then I also don't see that as fraud. You don't request to pay vat on a working dog food just because you feed it to your non working pet. You buy something as it's sold and if nobody asks then how can it be fraud?!! There are also going to be a lot of people who don't even realise there is a difference!
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if you are asked to state in writing or by tick box what the intended use is, and you deliberately put the wrong answer down in order to pay less VAT, then that is fraud.

If you are not asked the question, then proving the fraud would be very difficult.

Strictly the working dog thing is the same, but because you arent asked to make a declaration it is not being policed and you can argue the case and you arent making a false statement in writing. And the definition of working/non working is much greyer (my dog is a working breed so could argue you think it means that etc). But in a scenario where you are making a written recorded declaration about the use of the item you are buying, there is a paper trail of a clear lie, you cant be confused between bio fuel use and horse bedding use and you are stating what the use is.

A lot of the posts on here confuse the likelihood of being caught with whether something is wrong in law. The first might make you conclude the authorities dont care with certain products, what I am saying is dont make the same automatic conclusion with wood pellets, since if you buy in bulk you are making a recorded statement about the use to gain a financial advantage and if that isnt truthful then it is fraud.

Not wanting to pay the correct VAT rate on something you buy does not entitle you to do it just because it looks easy to get away with.

Would you add a few extra bits onto a claim for a stolen bag on holiday? Im sure you wouldnt. You probably wouldnt be caught in that scenario.
 
First of all can I start by sincerely apologising to all of you who’ve had problems when ordering from Liverpool Wood Pellets in recent weeks. The very last thing we want is to give our customers a reason to turn to our competitors. Whilst it is no excuse for letting down some of our customers with deliveries, in all honesty we have been victims of our own success recently as due to the growth of our business, particularly for horse bedding, we have been selling more pellets than Balcas have been able to physically deliver in to us. We have built our reputation on the quality of the Balcas pellets so have resisted the temptation to dual source our pellets from another supplier so that you always know the quality to expect when ordering from us.

We have now started to address the problems we have been having, firstly by increasing our estimates with Balcas to cope with demand, and secondly by recruiting extra staff to deal with the day to day running of the business. I’m sorry dominica if the person you spoke with was rude or impatient, and can only assume that it was at a time where that person was being overwhelmed with enquiries. That is not an excuse and will be a thing of the past now.

Regarding your comment chris_j about speaking to an owner, Liverpool Wood Pellets owner has been overseas for the last two weeks but would be happy to speak with you next week when he returns if you still have concerns.

We are working very hard to resolve the problems some of you have been having. Deliveries which would normally take 2-3 working days have been taking 4-5 working days but we are getting back on top of things and expect normal service to be resumed within the next two weeks.

Once again apologies to all who have had problems and we would like to assure you of our best attention in the future.

Liverpool Wood Pellets
 
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