liverpool wood pellets - delivery issues?

Bennions Field

Bennions Field

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as title really, i have ordered last week a tonne of pellets from the above and am still waiting ! :-( has anyone else used them and if so were they ok for delivery,

they said they should have been delivered today when i rang yesterday, but today when they still hadnt arived i rang them and they say they should be with me on monday - i'm not convinced -

whats everyone elses experience - is it just the pre christmas rush??
 
I'm sorry to say I had terrible problems when I had my first pallet this year! But persist, I called them ALOT and was probably very annoying but in the end I got my pellets and a discount off the next order :)

I was told the problem was with the dispatch company, the driver also confirmed this. When he delivered he was quite happy to tell me the pallets had been sat on his lorry for 4 days waiting to be delivered...well why the hell didn't you deliver them!!!! Needless to say I wasn't very impressed with him either!
 
I had trouble with LWP, they weren't delivered on the day they were supposed to, when they did try to deliver they turned up at a deserted livery yard in the middle of the day with no call and drove away. Eventually went on "pellet watch" and the delivery turned up with no warning again in the middle of the day. I won't use them again as there was nobody to contact once they'd left LWP. I prefer to pay an extra tenner for excellent delivery from Corley.
 
Yup which is why I switched to Corley after the 1st pallet load. Corley have always delivered on the arranged day and called when enroute as requested.
 
seems i'm not on my own then !

who and where are corley guys? have told lwp that if they are not with me on monday i'm cancelling my order and want my money back ! they went down the route of offering to pay for extra bedding and / or discount off next order but to be honest i won't be using them again if this is the situation with delivery.

interestingly i was at the countrywide store yesterday and they actually sell the pellets as well, they are comming back with a price for me, think this may be a possible source as they are only 1 mile from my yard :-) perhaps this will cut out the delivery companies !

any other suggestions for suppliers please let me know.
 
Hi,

Im from Liverpool Wood Pellets. Firstly let me apologise to anyones whose delivery is late, we are very sorry.

We have hundreds of tonnes of stock, that is not a problem, its getting them moved around the country in these conditions thats causing some to be late.

The issue has been down to the weather, our transport companies, we have two, have been severely disrupted by the weather and they are struggling to keep up. Its not just our deliveries, every thing they transport is affected. I know transport companies in Scotland are refusing to guarantee any delivery dates at all, and some wont even take new work that way at the moment.

The problem with transport is that the delivery companies like to to keep their fleets as full as possible, if they cant deliver for a few days as happened last week, the backlog builds up quickly and then that needs to be worked thru.

As an example we sell a lot of wood fuel, and the recent scare story that heating oil may be rationed meant that we have had a spike in orders for our wood briquettes with everyone obviously wanting them as quick as possible, that means we need extra vehicles to collect from us, the transport company is struggling to get extra vehicles in to us as they try to clear their backlog, and it puts a lot of pressure on the system.

Again we apologise, and anybody who gets a late delivery, please let us know and we will compensate on your next order, but please have some patience and accept that when the news is saying that the severe weather is causing massive disruption, you may be affected.

Once again our apologies, but there is nothing else we can do in these circumstances.

Regards

Liverpool Wood Pellets
 
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i am sure we all appreciate that the weather is exceptional at the moment, but this does appear to be an ongoing problem for some time, so perhaps not just due to the weather ??? maybe a review of transport companies is due

however my biggest gripe is that no one said there were any issues with delivery when i ordered on sat last week, and was told delivery would be within 2/3 days from monday! when i called to find out what was happening on thursday i was told they would be delivered on friday, only to then find out when i checked on friday that no the transport company had just rang and said they will deliver on monday, which is actually going to cause a problem as i have to arrange for someone to be available to allow access.

This was my first experience of LWP and may end up as my last ! perhaps a little more customer care wouldnt go amis, and a phone call to confirm delays, the transport company dont seem to be ringing anyone !

i know i would rather be told there is a delay in delivery prior to ordering than find out once i've ordered that there are problems. it then allows you to plan around things. I certainly wouldnt treat my customers this way, they would walk away in their droves !
 
Hi,

I don't agree its an ongoing problem, we are one of the largest wood pellet and briquette suppliers in the UK and we have a set up that enables us to move hundreds of tonnes per week, and we pride ourselves very much on our delivery speed, just read our testimonials page, but transport is a finely tuned system especially on the run up to christmas, and when someone throws a spanner in the works like the weather it cocks it up.

Transport companies are not good for communicating with, they have trucks with maybe 20-30 different consignments on, so the transport company may have 20-30 different customers on the phone chasing deliveries, they have to get back to those customers, it just becomes a very very time consuming and complicated situation to deal with. I personally wouldn't want to be driving an 18tonne truck in these conditions, especially if my boss in the office is putting pressure on me to get my deliveries done quicker, then it becomes dangerous.

As regards to our customer care, if the delivery is late we will compensate, so it costs us money too, do you think we want that, we would much prefer to not to do that, but we also have to accept the current conditions.

I am very sorry that you havent got your delivery on time, nobody wants this disruption to happen, but it has and we just have to let the transport work its way through.

Fingers crossed for monday.

Regards

Liverpool Wood Pellets
 
Mmm, I beg to differ! If you do a search on here you will find multiple complaints about delivery from your company. My personal experience from a couple of years ago was that money was taken from my account when the order was placed, the pellets failed to turn up on numerous ocassions and weeks down the line I had to shout on the phone to, eventually, get my money back.

OP there are now so many companies doing wood pellets it should be really easy to find someone else with better service.
 
I would like to defend Liverpool Wood Pellets as I've never had a problem with them.
I put in an order this week for some more and am not expecting to get them before Christmas but then I always order when I have approx 3 weeks supply left!
 
I used LWP once and once only - the year I did there was no snow etc they took my money and kept telling me different days for delivery - they never arrived - despite constant chasing I finally managed to speak to some one to ask for a refund and cancel my order - the pellets arrived the next day. At no time was I offered a discount/refund etc it turned out they were out of stock all that time.:mad: the lies really bothered me as I needed them - I use them for heating as well as bedding. The day they arrived was a fortnight AFTER the original delivery date and the day after I asked for my refund/cancelled my order which they agreed to - I obviously never had a refund. Appalling customer service and would never use again.

I have used Corley ever since - lovely people to deal with and pellets arrive as ordered - when they changed their delivery people they phoned to make sure they had arrived. Worth the extra couple of £'s IMO.
 
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Hi,

We don't get it right everytime, but that doesn't mean we don't try to get it 100%, nobody goes into work at LWP wanting to do a bad job, we do have pride in our work and certainly don't want to be reading bad comments about us on a saturday morning.

We send out thousands of pallets a year, so we will inevitably have some that gone wrong, but its probably less than one in five hundred. And as people have pointed out we always try to make it up, a bit of a discount on the next order or some extra bags thrown in, so to say we have poor customer service in general because of two or three problem deliveries doesn't really paint a true picture, and as it costs us money too when a delivery goes wrong, common sense would tell you we always try to get it right first time.

We love our customers and we want happy customers.

Regards

Liverpool Wood Pellets
 
LWP said:
We have hundreds of tonnes of stock, that is not a problem, its getting them moved around the country in these conditions thats causing some to be late.

The issue has been down to the weather, our transport companies, we have two, have been severely disrupted by the weather and they are struggling to keep up.
Click to expand...

As far as I am aware there was no snow in the country when I ordered from you earlier this year (in fact it was spring!) :D and as other posters have said, your companies name is one that crops up on here frequently with delivery problems.

I am happy to accept the apology and discount off next order after all everyone desires a second chance...but I can assure you if I encounter similar problems next time, whether they are the fault of your company directly or the distribution company you use, I will not use you again.

If, as it seems, there are quite a few complaints regarding the distribution companies, perhaps it is time to take you business elsewhere...as you say you are one of the largest wood pellet suppliers in the country then surely any distribution company would be happy to have a large contract with you.
 
My problems were down to lack of stock as well, I was lied to about delivery dates repeatedly and never offered any discount or compensation. It was a struggle to get my money back but luckily I had used my credit card.
 
I used LWP several times back in 2009 including in mid winter so diabolical conditions too (have since found a private supplier in my area else I'd still be using them) and can honestly say I had no problems with them or their delivery service whatsoever but I'm like Mitcheyden too and always leave plenty of time before the new stock are actually needed.
 
I had a ton of wood pellets delivered from LWP last week, no delay, exactly what I asked for. Previous orders have arrived with no delay either and I will order again, they are a very good reputable company. BTW I am based in East Sussex so maybe slightly easier to deliver here than other parts of the country given the current bad weather we are experiencing.
 
It's the same with everything it can't go right all the time, sometimes outside matters will influence things....overall I've only good things to say about lwp!!
 
I have to say I've found LWP great to deal with. I usually have about 10t, arrange my own transport with a local haulier, and they have never let me down.
Maybe anyone wanting pellets could source a local haulier who could do a 'back' load, it's usually cheaper for the delivery and works very well for me.
 
I have only had one large delivery from LWP so far but can say they came very quickly.
Will see what happens on next order poss in the Summer
 
Well perhaps its a mixed bag, i understand that no one is right 100% of the time, i myself work as a sales rep for a company, and we dont always get things right!

however, the haulier got in touch today, they apparently tried to deliver on friday ! i did see a missed call on my mobile but thought nothing of it as there was no message left, the driver said he didnt routinely leave messages ? ?? surely this would be a good thing for them to establish a good time to deliver/that someone was going to be there.

he rang today to ask if there was a fork lift facility to remove the pallet from the wagon, something i was surprised by to be honest, nothing had been said by the people from LWP. has anyone else had this situation or is it just the haulier they have used? on top of this now the driver has said they are refusing to deliver untill after the snow has now cleared !!! who knows when that may be ??????

frustratingly the load is only 15 miles away now, lwp are actually only 35/40 miles away from me, hopefully if the snow overnight isnt too bad i'm planning to collect myself from the hauliers yard, it seems the only way to ensure i get the load.

i know the weather really has thrown a spanner in the works, i do appreciate how difficult it is to drive around at the moment as i currently travel around 5-600 miles a week myself. perhaps without the bad weather it might have all gone to plan and i my neddys would have more than rubber mats to sleep on :-(
 
I have defended them on here but now would like to add to every other annoyed customer.
I ordered 2 tonnes of pellets on 13th December and am still waiting for LWP to even reply to my email and telephone calls!
Having taken £460 from my account on the 13th they don't even have the decency to reply to me.
I want my money back but as it stands, the cut off point for my credit card is approaching so I'm going to have to actually pay for these plus another load from a different supplier.
Get your act together LWP or I will be going to Trading Standards about you!!!
 
LWP said:
Hi,


Transport companies are not good for communicating with, they have trucks with maybe 20-30 different consignments on, so the transport company may have 20-30 different customers on the phone chasing deliveries, they have to get back to those customers, it just becomes a very very time consuming and complicated situation to deal with. I personally wouldn't want to be driving an 18tonne truck in these conditions, especially if my boss in the office is putting pressure on me to get my deliveries done quicker, then it becomes dangerous.

Regards

Liverpool Wood Pellets
Click to expand...

This is IMO absolute rubbish. My husband drives a HGV for a living. Drivers have mobile phones. they are VERY EASY TO COMMICATE WITH. It is easy to track where lorries are especially with GPS, they can be pin pointed accurate;y at any point in the journey. Drivers do not drive faster or dangerously if the manager puts pressure on, they just drive appropriately for the driving conditions. As already stated, they are easy to track and get intouch with, so if a delivery is held up for any reason , eg weather or traffic accident, it is easy to discover the reason and then call the customer to let them know what is happening. Sounds like very poor customer service from LWP to me. Maybe they havent got the stock actually available. I would be very concered if any firm was taking money from my bank account before delivery,that sounds like a cash flow problem to me.
 
hello, id just like 2 say...iv had wood pellets from this company many times before, i pick them up from the depo as i live in liverpool, but as usuall these companies when they get bigger and more sucessfull the quality goes down, the last lot of pellets i got where totally crap..i paid 3.50 per bag, going back to shavings, a lot less effort.

LWP i think a lot of horse customers have been let down by you, and it will take a lot to rebuild your reputation, the horse world is a small one, but word spreds quickly
 
Not just for Xmas - Im sorry, your talking absoloute rubbish too.

Nokia - First weve heard of it, get in touch, as you will have seen we have an awful lot of stock, so if your not happy with what youve got we will exchange it no problems, but you have to let us know.
 
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I have had 2 deliveries from lwp this year.

First one in August time was earlier than expected and was left on my dads driveway as requested.

Second lot in Oct / Nov were very late, emailed a couple of times to complain but had no response. Pellets eventually turned up but by this time I had run out and had to use straw for a week to bridge the gap.

Annoyingly my horse caught feather mites from the straw and I still haven't been able to get rid of the mud fever / pastern dermatitis he got as a result. Maybe I should have bought some pellets from a more expensive company - would have cost less than the vets bill of £70 so far!

Will think twice next time I need more pellets...
 
LWP said:
Not just for Xmas - Im sorry, your talking absoloute rubbish too.

Nokia - First weve heard of it, get in touch, as you will have seen we have an awful lot of stock, so if your not happy with what youve got we will exchange it no problems, but you have to let us know.
Click to expand...

What a very professional company statement.
Are you disputing the fact that my husbands employers can trace and track any pallet 24/7, then inform the client as to its whereabouts? His firm works with up to date 21st century equipment and gives excellent customer service. If you think that this internationally well known company doesnt deliver then you are sadly mistaken. And no, I wont mention its name as that would be advertising. BTW,how are you getting around the no advertising on the forum rules?
 
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Notjust - Im not disputing that, we can do the same thing, tracking and tracing isnt the issue, the problems happen when the delivery companies dont deliver on time which is mainly due to weather or when a driver isnt in the mood to be helpful. It was the other part of your post that was absoloute rubbish.

Mitchden - Hopefully your problem is sorted out now, again very sorry.
 
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