Pallet was poorly wrapped spillage!
Pallet was poorly wrapped and/or stocked. This meant it was already toppling over on the back of the delivery vehicle. Which then meant when he let go of the pallet, it all fell over and landed on the floor, spilling several bags in addition to some that were already damaged in transit and leaking Pellets all over the floor.. so I not only had to move all the bags but I also lost about six bags worth of Pellets which the company are now arguing about and want specific photos which is hard as I’ve already cleared up most of the mess and some of the split bags are at the bottom of the messy pile I’m now left with.
Reply from Firewood.co.uk
Dear Carmen,
We are truly sorry to hear about what happened with your recent delivery. Please accept our sincere apologies for the inconvenience, frustration, and additional effort this situation has caused you.
We completely understand how upsetting it must have been to have the pallet arrive in such poor condition, only for the bags to spill further when the pallet was being unloaded. Having to deal with the mess, move the bags yourself, and potentially lose a significant amount of pellets is certainly not the experience we want any of our customers to have.
We also appreciate your frustration regarding the request for specific photographs. We understand that once you have had to clear up the mess, it may not be possible to provide photographs showing everything exactly as it was when the pallet was first unloaded.
We at White Horse Energy have tried to contact you regarding this matter, but unfortunately our calls have gone through to voicemail. When you have a moment and are free, we would be more than happy to speak with you directly and discuss what has happened in more detail. We genuinely want to understand the situation fully and see how we can assist in resolving this for you.
Please feel free to contact us at your convenience. We would really appreciate the opportunity to speak with you and put things right.
Once again, we are very sorry for the inconvenience and frustration caused, and we sincerely appreciate your patience and understanding.
Kind regards, ML