About Forever Fuels:
Forever Fuels is the UK's leading supplier of high-grade wood pellets. We are BSL authorised, and ENplus A1 accredited (without any exemptions, e.g. all tankers offer proper suction and Legal-for-Trade weighloaders).
We have more specialist tankers dedicated to delivering wood pellets from local depots than all other wood pellet suppliers combined (31 tankers from 16 regional bases for winter 2015/16). We operate our own bagging plant at Avonmouth to offer the best value (bagging where the pellets land) and quality (bagged in-house, not in Russia) pallets of bagged pellets, delivered nationally by chosen haulage partners. We hold tens of thousands of tonnes of stock going into winter to ensure continuity of supply for our customers. Our regional Operations Managers ensure that our operations are carried out reliably to the highest standards. Our regional Account Managers provide local support for our customers.
We are the wood pellet specialists. Let us know if our service lived up to the standards we expect.
"My one star is not for Forever Fuels but for Balcas since they've taken over. Placed my on line order on 24th Jan. Had the usual "thank you for your order email" but then no follow up email with a confirmed date. I phoned them on 28th Jan to be told my delivery was scheduled for Tuesday 5th Feb. I asked if I should do anything now due to the second confirmation email not arriving and the lady told me everything was ok and booked in for that day. After waiting in all day and having no delivery I called them at 3pm and was told there's no one available to deal with my order and that I'd get a call back. I asked if it would be on that day and was told yes. Needless to say no call was received. I've now been told my delivery is due on 7th or 8th Feb but I'm not holding my breath and if it doesn't arrive I shall be without fuel and they will be without my future custom! Very unreliable and that's not what you need when you rely on this fuel for the running of your home."
"Rang to order pellets but lead time was 3 weeks at earliest. Told them I wanted more definite date but they will only confirm once you have paid them which is rediculous. After paying I had to chase them for a date and they were very unhelpful. Totally out of touch with customer experience so won’t use them again. Ordered elsewhere cheaper with a quick phone call rather than this rediculous merry go round."
"The delivery has been rescheduled 3 times
1) your lorry Broke down and NO PHONE call from your company to advise the delivery was not being completed
2) The second attempt - my housekeeper waited in ALL DAY I then called 4 times to find out where the driver was and i was told the delivery would not take place on that day - we had to call 4 times to find out this information at 4pm in the afternoon
3) Third attempt - successful"
"I don’t understand why this company has such good reviews. Our experience of them has been average at best. Their web ordering service offers fictitious dates that they can never meet. They deliver when it suits them and not when you need fuel. They communicate a cut off date for Christmas deliveries, tell you by phone it will arrive in time but won’t confirm it! I phoned them today and was told my order can’t be delivered until the end of the 1st week of Jan. Over two weeks after they said they could guarantee delivery and 5 weeks after my order was placed."
"Very poor quality pellets that have blocked our boiler twice with dust. Our boiler is new, this is only the second delivery we have had!
Non existent customer service and no replies to my calls and emails.
Very disappointed, I will never use this company again"
"Have had 2 great years with forever Fuels,but the last delivery was full of dust and poor quality and my heating engineer said I should tell them.
Which I did they tested the sample they keep and said that they were within spec,wish I could tell my boiler this which as broken down twice due to excessive dust.
They then said they could do a test on site, which if proven was in spec would have cost me not far from a £1,000 ponds.when I complained about this I was told that this is the correct procedure.Also when I phoned the sales an marketing person she did not get back to me.
I have now sent two e-mails to the M.D who said he did not respond to defamatory remarks,this is due to me saying in my position I am in touch with various people in media and asked him what he would do in my position,he as now blocked me from contacting him which I find very unprofessional .just as a final point we also have bagged pellets from the same company and when you compare these to the blown pellets they are far superior,shame nobody from forever fuels wants to come and see the difference.
I do not know what as happened to this company but with the quality and customer service we shall be voting with our feet."
As Mr A says, he had "2 great years", had his fuel-store modified, and then experienced problems after the modified store was filled up. The obvious explanation is that something was wrong with the modifications, but Mr A chose instead to believe the plumber who made the modifications, that the problem must be the fuel. He contended that there was a change in the fuel, although it was from the same source as his previous three deliveries from us.
Regardless of how credible a complaint may (or may not) be, we will always follow the proper procedures to establish whether there was a fault with the fuel, and will take responsibility if the fuel is shown to be out of spec. We therefore had the reference sample for Mr A's delivery tested, which showed that the pellets were in spec.
Mr A remained adamant that his plumber was expert, infallible and impartial, with a better ability to determine the quality of pellets by inspection than by a laboratory test. In cases such as these, all that remains (if conditions allow) is to take a representative sample from the fuel-store and send it for analysis, to see if the contents had deteriorated so much during delivery that they did not meet the 4% fines limit for delivered ENplus A1 wood pellets.
The pellets have to be removed in order to take a representative sample. On the upside, if the client is experiencing problems, they may wish to have the pellets removed anyway. On the downside, that is very expensive.
Nine times out of ten, the representative sample from the store will confirm the analysis of the reference sample, that the pellets were in spec. So the cost would have been incurred even though the product was compliant. We cannot and will not carry a cost that exceeds the margin on all the sales we are ever likely to make to that customer, in order to prove once again what has already been demonstrated by analysing the reference sample.
We therefore require the cost to be allocated fairly. If the analysis of the sample from the store shows that the pellets are out of spec, the cost is on us. But if the analysis confirms that the pellets are in spec, and the expensive process of removing the pellets and analysing the sample was a waste of time and money, then the cost falls on the customer. This should encourage them to give more careful consideration to whether they should believe an equipment installer who swears blind that the problem doesn't lie with the equipment they installed, even though the reference sample of the fuel has already been tested and shown to be compliant.
Mr A is relying on the advice of his plumber that the pellets are definitely out of spec. As we advised Mr A, if the plumber is as certain as he says he is that the pellets are faulty, he should be willing to indemnify Mr A for the non-existent risk (according to him) that the pellets prove to be in spec. If he did, Mr A would have no risk of incurring cost - either the pellets are out of spec and we incur the cost, or they are in spec and the person who misled him about the quality incurs the cost. If the plumber won't do this, Mr A should take with a large pinch of salt his assertion that the pellets are faulty.
Mr A finds this unreasonable. We find Mr A unreasonable. As Mr A has posted a one-sided version of events in this review, we have made copies of the correspondence available - http://www.forever-fuels.com/time-part - so people can judge for themselves who was being unreasonable.
"Have used FF for almost 8 years now and all has always been OK. This latest time the driver accidentally ran over and destroyed a man hole on my drive. I said don't worry, it'll get sorted.
Craig - the 'account manager' then emailed me saying that he is aware of an incident and that I need to ensure it is rectified before they attend again !! Customer service NOT! No apology, arrogant *rse !
When I pointed out that driveway manholes do not have the same loading as highways (according to building regulations), it is FF's responsibility to ensure their drivers are aware and that he should have avoided it, as has been the case 2 or 3 times a year for the past 8 years.
He quoted terms and conditions at me about a safe site with access as detailed in their T&C. My access does actually meet their criteria, but he never even established the facts.
Craig - you should hang your head in shame as you have just lost a, hitherto, loyal repeat customer. Go on a customer service course and get rid of a large portion of your arrogance."
We offer some of the smallest pellet delivery trucks in the market, but even our 4-wheelers weigh around 18 tonnes, and a standard 6-wheeler weighs 26 tonnes. We recommend that anyone with features on their access that cannot take the weight of a pellet delivery truck should not install a system that requires blown pellets. If you are committed to blown pellets, you must make sure that the access route (including features like manhole covers) is able to take the weight of a delivery truck.
If you cannot make your access safe for a pneumatic delivery vehicle, then you should install a system that is hand-fed with bagged pellets, which can be delivered on smaller vehicles if necessary; or not install a pellet heating system at all.
This review is not an accurate reflection of our communications with this customer, as people may suspect. He would like us to pay for the fact that his manhole cover was not suitable for a route used by a pellet delivery vehicle. We refused, and he is seeking his revenge by posting a hostile review.
"we ordered from them specifically because they promised 24 hour delivery... we ordered on the Thursday... they kept promising phone calls back because we were worried about getting the delivery to the house... twice they promised a call back and never phoned back. Finally managed to place an order on the Friday and paid to be delivered on the Monday. not at our home but at our work address.. we will then have to load it bag by bag into the car and bring it home.. .. not only has it not arrived but yet again they promised twice to contact the courier and find out time of delivery and call back... it is now 9.45 pm and we are still waiting at the arranged drop off point... the new boiler is due to be fired up tomorrow and the engineers are expecting fuel to be there 8am tomorrow... I am disgusted by the service received and lack of customer support."
"The latest pellet order contains oversize pellets. these block the auto feeder closing down the biomass boiler. every time it blocks the feeder outlet or pipe the blockage needs to be manually cleared and the boiler re set."
We are very sorry to hear about the oversize pellets. We will be contacting you for evidence to confirm the problem (e.g. a photo of a long pellet against a ruler). But assuming that it will be confirmed, we wish you had contacted us as soon as you became aware of the problem.
Your delivery was in October. You may have had months of this inconvenience. If you had contacted us and demonstrated that you had oversize pellets, that is a clear non-compliance with our specifications, and we would have organised to remove and replace or refund the delivery.
We are very grateful that you chose instead to nurse the load through, but you need not have done. Our sales team will be in touch not only to see if you can provide any evidence (so we can take it up with the manufacturer) but also to discuss what we can do to recognise the inconvenience that this has caused.
"Delivered a ton of pellets to wrong address, we then had to spend an hour looking for our order and when we found it then had to spend another 2 hours driving backwards and forwards with the bags to the correct address as it was blocking a neighbours drive and garage.This is unacceptable and to add to this I emailed your company on Tuesday and have still not had a reply.
"Delivery postponed twice, with inadequate notice given. Second aborted delivery only unearthed when I rang to ask when to expect the lorry. Third time "lucky" - only arrived with half the quantity ordered, without prior notification or apology. Postponing deliveries happens often with forever fuels. A very unhappy customer."
"After two successful orders from Forever Fuels, my third order was extremely badly handled and a very stressful experience. With the exception of the delivery driver who did a good job, the service I experienced from Forever Fuels was appalling."
"Our last two orders were for 5 tonnes. Neither orders were fulfilled. Both were short of the 5 tonnes stipulated and agreed by Forever Fuels. The first was 4.75 tonnes and the order delivered two days ago only 3.860 tonnes. Despite emails asking for an explanation nothing has transpired. I look forward to hearing from the MD.
thanks for the catch up yesterday and once again apologies for the inconvenience caused with the smaller deliveries that you have received with regards your last two orders and for the lack of communication at this end, please note future orders will go out as requested and if there are any reasons to change the quantity it will be notified beforehand so that you are always kept up to date.
Business Development Manager
Forever Fuels Ltd
Direct Line 01628 509696
Mobile 07714 137273
"Wont be using Forever Fuels again. My last 2 deliveries have been full of dust which causes constant boiler breakdown. I have never had this problem with other pellet suppliers. I have now called 3 times over several weeks and still waiting for someone to return my call. The same thing happened last time I wished to complain. Poor quality pellets, poor customer service. Be warned."
Very shortly after this review was posted I contacted you to discuss some of the issues that you were facing. I wanted to work through those concerns together before I responded on this forum. I checked the call logs for the numbers you would have contacted us on and found one instance where you spoke to one of my colleagues. While I was unable to establish records of the other instances, where you made contact, you have accepted my explanation as to why the information from the logged call was not passed on to the correct member of the Forever Fuels team.
Over the past week we worked through a number of your issues. Together we very quickly established, through testing, that the fuel delivered by Forever Fuels was well within ENplus specification. Through phone and email correspondence we continued to work towards determining the possible cause of the breakdown to your system. For the sake of clarity I should say that prior to the delivery you received from us there had been a delivery made by another supplier. It eventually transpired that a residual amount of fuel, in the bottom of your store and transport system, from the previous supplier was the root cause of the issues you have been experiencing.
As it currently stands your system is now running entirely on Forever Fuels product and there have been no further breakdowns. As a team we acknowledge the initial contact should have been dealt with more satisfactorily and we appreciate your understanding in the reasoning behind this. Additionally we value your appreciation for how Forever Fuels have worked with you, on these matters, across the past week.
"I placed my bulk order online on the 8th November, and received a confirmation email for delivery on the 18th November.
The delivery didn't arrive on the 18th, or the 19th.
I called at 4pm on the 19th to find out where the delivery was, and was informed it wouldn't be until the 25th.
I ran out of pellets on the 22nd, and had to fuel the boiler with limited bag supplys on a daily basis. I was assured that the delivery would arrive on the 25th as confirmed.
I made your team aware on numerous occasions that I have a young family/babies, and not having any heating wasn't an option, so the 25th was the absolute latest I could accept a delivery, as my supply of bags was running out fast.
I used my last 2 bags of pellets on the night of the 24th, and had turned the heating system down as far as I could to ensure we had heat throughout the night.
At approximately midday on the 25th I received a call to inform me I wouldn't be getting my delivery on the 25th due to a lorry issue, and they would try to rearrange a date.
I had to re-explain my situation and the issues that had occured, and was then told a delivery would be scheduled for 8am on the 26th. So we had to go a full 24 hours without heat or hot water....which I wasn't at all amused about.
Fortunately the delivery arrived mid morning on the 26th, and we are up and running again.
I'm disappointed about this entire process and despite having had several conversations with the sdcheduling team and the Area manager for Kent, I'm no clearer as to why this occured.
Whilst they have been apologetic, I was surprised that there was no offer to deliver a supply of bags to ensure I didn't run out before the bulk delivery arrived...I have to say that the customer service experience has been very poor.
The only positive thing about the whole experience was how pleasant, and understanding the lorry driver was when he arrived to deliver our bulk order."
We would like to apologise again for the delay in getting the delivery out to you. We pride ourselves on providing fantastic customer service and a delivery to match. Regrettably, on this occasion, our service fell short.
The delivery was re-scheduled several times because our smallest truck in your area was in for repair. This unfortunately took longer than anticipated. We would have sent the delivery on one of our larger vehicles, but your access requires a small truck.
We expect fewer problems like this in future because we are increasing the number of small trucks in the South-East this winter. The extra 4-wheeler for the area should have been here by now, but is unfortunately held up by manufacturers' delays. Our small tankers are in high demand, as there are few others besides ours in the country.
Throughout this, the scheduling team kept you updated and in the loop. You requested a call back from an account manager which I duly actioned. I offered my sincerest apologies and outlined the above. I also offered to send you out a pallet of bagged pellets at a reduced cost to keep you going and hopefully go some way towards restoring your faith in us.
I am glad that you were pleased with Chris's delivery when he was finally able to get to you.
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