LIVERPOOL WOOD PELLETS, A WARNING AND SOME WHISTLE BLOWING?!!!

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KatB

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Sorry for the capitals, but its not very often I get annoyed and I think this is the first time I have felt it relevant to get mad "publicly" so to speak.

Long story short, we ordered some LWP, didnt arrive when they said they would, we cancelled the order, requested a refund...and still havent got it. They have had our money for 2 weeks now, and say they have sent a cheque instead of refunding it to the debit card it was paid off
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They shouldnt even of debited the amount UNTIL the order was dispatched
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Secondly, I have now been told VERY reliably through a bit of digging, that the original recommendation posted on here was actually believed to be the result of a "deal" being done by LWP to the poster.
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So, long and short is I would express EXTREME caution in ordering from these people in the fiuture, and all I can say is I have fingers tightly crossed our money does arrive and isnt a rubber cheque, otherwise there will be explosions
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Thanks for reading
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Aren't they obliged to refund it the way they took it? I'm not sure but I thought so.

Not sure how big your order was but did you know that if you pay over £100 for ANYTHING, the liability is shared with the credit card company, so if it all went wrong you could get your CC company to cough up. Just a thought for future
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There have been several post about them recently - including from me! Same sort of thing - took my money was promised 3 different delivery days over 2 weeks and still no pellets. When i finally phoned demanding to know when they would arrive (following a posting on here) was told they couldn't promise delivery as they were constantly out of stock. Asked for a refund - this whole discussion took over 20 mins as they were not happy about giving my money back I had to ask at least 3 times - and they told me to call around first and get an order from somewhere else before cancelling!! Again asked for refund and told them it was my concern - also said they were getting v bad feedback on here and they said they didn't care as they were the cheapest so everyone would go back to them anyway. I said I would rather pay extra and get the service advertised/delivery as promised. This was 9am and at 3pm the same day they delivered my order! I love the pellets as bedding but i'll be using a different supplier in future (Corley Biowoods have had some good feedback from here) as their customer service leaves a lot to be desired.
 
We have been promised our order on tuesday!!!! Still dubious though, when it has been on the lorry before APPARENTLY!

When we asked about money back, they said they would credit account through paypal as thats how we paid.

Very bad service imo, will not be recomending them EVER again!
 
I had the same problem of waiting a couple of weeks and never getting a delivery date from them. They said it was due to unprecedented demand. However I did get them eventually no problem. Hope they sort your refund out.
 
Im sure in a few weeks time...you will be saying the same about Corley, or some other bedding company.

Dont forget the weather conditions we have had over the last few weeks...

How do we know that you are not posting this to slag LWP..as you have done a deal with another company..so you want to damage their rep, and orders.

Thing is its all heresay...and its a bit unfair ..its a good product..yea delivery times and refunds are rubbish...so dont use them again.


I doubt a reccomendation on here has accounted for the companys massive success, resulting in them being totally out of stock, its down to a good product at a good price & supply has outstripped demand.

The company is VAT registed..so i suggest that you get onto trading standards and complain..or write a letter to their head office.
 
If you pay over £100 by Credit Card, the Credit Card company are liable and you can reclaim the money. If you paid by Debit Card, you can reclaim this by writing to your Bank/Building Society, telling them you would like to claim as 'services not rendered'. I believe you have to wait 30 days but you will be able to get your money back.
PM me if you want further information and I will check at work tomorrow.
 
Hi Im from LWP and I would like to clear somethings up on this post.

1, Any refunds requested have been given, and they were refunded in the same way as they were paid, we have NOT sent any cheques to any customers ever. If the customer paid by paypal they were refunded by paypal or if they paid by card, they were refunded by card. One of the lads in the office did mention that we would send out a cheque, but he just got his facys wrong.

2. We did put a note on the website asking customers to call before ordering when stocks were low, but some customers still ordered anyway.

3. We now have hundreds of tonnes of stock, there is a country wide shortage of pellets.

4 Corley Biofuels were a customer of LWP who went behind our backs and ordered from our supplier, we are now discussing this situation with our supplier.

We care about all our customers, demand has been high, and there wasnt a lot we could do, so we apologise for the late deliveries, but we are now back down to 2-3 days delivery.

Can I also thank the customer who hoped we went bust in the credit crunch, because we couldnt supply her with pellets for her horse, as we had to supply the pellets we had to heat homes and schools.

If anybody wishes to discuss anything with us, please call, we are just normal people going about our business, and taking the ups and downs that go with it.
 
As an aside. If the debit card owner is in overdraft - and was when she paid for the pellets - this is protected as part of the credit consumer 'thing' - could be of help.
 
Thank you for replying LWP. We are still unhappy that the money was taken before it was dispatched, which tbh isnt acceptable. As of yet we still havent received the refund over 10days after you said this would be done, by cheque or otherwise. We have also tried to contact you and have had to chase you which is what has led to this post.
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KatB

It would be easier to reply to you if I knew your actual order details, as it is your just a user name on the forum.

As for contacting us, we have two phone numbers and my mobile number on the site, so contacting us is never diffcult.

I have to take anything you say with a pinch of salt until I actually know who you really are.

Im sorry if anyone has had a problem, but we have hundreds of satisied customers, and we cant please everyone I suppose.

We produce a good product at a good price, and will beat anyone on price, so if anypne wants to try our pellets to find out what we are really like for price, quality and speed of delivery, please go to the link below, please mention this post and we will knock a fiver off.
 
As this situation applies to me i can clarify that a lack of communication was down to LWP, on orderingi was given a del date when payment by dd was taken, when del didnt come i rang and was told it wasnt coming,because they had no stock and didnt know when it was coming, i asked for a refund and was told no problems, iassumed by dd and rang back to confirm this and they said that afternoon so 3 days to clear ,by fri 13th still no refund i then rang twice that morn and asked to speak to someone in accs or the office, the guy on the phone asked what i wanted i explained and he said a cq had been sent, he would ring back to confirm, no call i rang and spoke to him again yes cq def been sent, ok. i then e mailed and asked for confirmation and explained my concerns, to date still no call....e mail... or apology or fricken refund, thanks
 
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