Liverpool Wood Pellets - Customer care (OR LACK OF)

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Olderrider

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I'm told their product is superior to Verdo, but their service seems really bad. I ordered at the beginning of the month, and paid in full. Over 2 weeks later, no delivery, so I called and was told they'd had a supply problem. Fair enough, but why wasn't I emailed or called? Was told they would be delivered last week and given a shipping number to track delivery via Palletforce. Tried the site - shipping No. unknown! Called palletforce who said I would have to contact my local depot! Local depot quite helpful but no approx. time of delivery given, so here I am, stuck indoors waiting.
I've called LV and complained about their lack of communication and the fact they've had my money since the beginning of the month, but not really satisfied with the response.
Grouch over - anyone else not happy with them?
 
We had delivery issues 3 times in a row. Definitely wasn't the company who deliver, as I called them to check. We order around 6 tons a year so not the biggest customer, but not a tiny amount of money.

We got fed up and now get deliveries from Wynnstay, our local Agri Merchants. The pellets are Brites I believe, which are just as good as LWP. They deliver when they say they will and I'm sure will inform us if there's ever a problem - hopefully there never will be as they check stock when you order :)
 
I had the same dreadful service with them. On the day my pellets were being delivered I called to find out a time for delivery to be told they wernt being delivered until the following week. Its fair enough to sometimes have a problem getting things delivered on time but its not ok to not bother letting the customer know. I will not order from them again due to the awful service. Its a shame really as the delivery and customer service with the free trial was fantastic. I did let them know how dissapointed I was with the service but they didnt give two hoots, not even a apology.
 
had used LWP for years.. last year got absolutely fed up with their lack of respect for the customer.. frequently would take money for the order then say .. out of stock may be 2 weeks. I think the longest I waited was 3 and a half weeks.. not good!
anyhow about 5 months ago tried white horse energy.. so far they do what they say.. guaranteed 2nd day delivery so if I order on a Tuesday the pellets WILL be here on the Thursday. prices beat LWP !
 
zangels said:
I had the same dreadful service with them. On the day my pellets were being delivered I called to find out a time for delivery to be told they weren't being delivered until the following week. Its fair enough to sometimes have a problem getting things delivered on time but its not ok to not bother letting the customer know. I will not order from them again due to the awful service. Its a shame really as the delivery and customer service with the free trial was fantastic. I did let them know how disappointed I was with the service but they didn't give two hoots, not even an apology.
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I think it was the lack of any real apology that annoyed me too! Plus total lack of communication.
 
tiggipop said:
had used LWP for years.. last year got absolutely fed up with their lack of respect for the customer.. frequently would take money for the order then say .. out of stock may be 2 weeks. I think the longest I waited was 3 and a half weeks.. not good!
anyhow about 5 months ago tried white horse energy.. so far they do what they say.. guaranteed 2nd day delivery so if I order on a Tuesday the pellets WILL be here on the Thursday. prices beat LWP !
Click to expand...

They had my money for a good 3 weeks, and insisted that any company would do the same. Rubbish!
 
I tried and tried to order, but they never called back depsite promises. I went with Corley Biowood meanwhile, who were fab, got me to call the depot, who delivered right to the door on the day specified. Fab.
 
I used White Horse Energy recently and have to say they were fab - there was a problem with the delivery driver (the firm subcontracted to do the local part of the delivery) and they were brilliant at getting it sorted out quickly.
 
I too used LWP for several years and put up with the odd long lead time, but this summer, knowing what they are like, I gave them 4 weeks notice, hoping it would 'only' take 2 weeks. It took nearly 4 weeks and ten or more phone calls to Lwp and Pallet force, all of them passing the buck. When they were eventually delivered the disgruntled delivery man explained that Lwp always deliver over a tonne on pallets not designed to take that weight, then won't pay to have the pallet split, so it sits in the Pallet force warehouse until resolved. I had no explanatory or apologetic email text from LWP and was left to find this out for myself. What poor customer service. So fed up that I now use White Horse and as stated above it was delivered 2 days after I ordered it. Much happier now. Come on LWP. Pull your finger out.
 
I used LWP some years ago and then started having delivery problems - coupled with the lack of communication to advise me of the problem. I've been using Eden Wood Products for a while now and have not had any problems (having said that I am waiting for a delivery that is due to today but given that I only put the order in on Friday afternoon I can't complain).
 
Most horrendous company I have ordered from.... I was shouted at by their apparent company director on the phone saying I was being unreasonable as i wanted my order 14 days after they said it would be delivered.... It hasn't even been dispatched!!! His reason is he is supplying retirement homes and they come first on his list??? Had my money for over a month now and no pellets.... Shocking!!!
If I treated my customers like that I wouldn't have a business!! Please do not buy from this company and send a warning out to your contacts!!
 
First couple of times they were great, but last time I ordered 1st Dec, delivery to my business premises as usual.
just into the new year I went to get some from the yard - no delivery had been made! (my error for not checking). It took another 2 weeks to sort out, and they were far from apologetic.

I have had a half pallet of pellets delivered since that I haven't paid for ! Not sure if its a free bonus or some other poor souls order.........
 
Glad to hear i am not the only one who has had issues! I can honestly say I have never been shouted at as a customer! I understand we all have stressful lives but this was ridiculous!
 
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