Firstly, the wood is first class 8% moisture content lovely and clean. The reason you did not get 5 stars was your haulier who despite their tracker showing my wood was out for delivery had it sitting... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Ordered my winters pellet, easy to do, but I forgot to put restricted access. I rang to add it to my order, I was told it had been added,but when the delivery company called to arrange delivery luck... See more
Company replied
Good service. Excellent product. The only difficulty is organising the delivery. Asking for a specific date and time when available to receive is not obvious on the website. The wood was delivered o... See more
Company replied
ordering and supply is as always very quick and efficient, however , I have phoned the company and emailed about problems had, excessive clinker with my last load of "Timber" brand pellets . No-one ha... See more
Company replied
Company details
About White Horse Energy
Written by the company
White Horse Energy
UK biomass fuel specialists. We supply wood pellets, kiln dried firewood, wood briquettes and premium coal to homes and businesses across the UK, with fast, reliable nationwide delivery.
DISCOVER OUR RANGE White Horse Energy is a trading name of Zebra Renewables Ltd, and we've built our reputation on genuine customer service backed by real technical knowledge — not just fast checkout.Certified, not just claimed. We hold ENplus A1 certification (UK 340) — Europe's highest wood pellet quality standard — and are registered on the UK Biomass Suppliers List (BSL) for Renewable Heat Incentive eligibility. Our kiln dried logs and briquettes carry the Woodsure-backed Ready to Burn mark, confirming moisture content below 20%. Every product page states clearly which grade and certification you're buying, so you can choose on price, performance or compliance with full information.
Real fuel, real certification, real people answering the phone.
White Horse Energy is led by Stuart Fitzgerald, a biomass fuel specialist with nearly two decades in the sector. Stuart oversees fuel sourcing and quality control personally. "We only supply products we'd use ourselves," is the standard we hold every delivery to.
Contact info
Cirencester Office Park, London Rd, GL7 6JJ, Cirencester, United Kingdom
- 01285402000
- sales@whitehorseenergy.co.uk
- www.whitehorseenergy.co.uk
4.2
Great
3K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Poor communication, service and delivery
Waited over a week for delivery, the window having come and gone, I contacted them to say nothing had arrived. Got an apology and a promise to resend.
A whole extra week goes by, then finally get a mail saying delivery is the next day. Email the next morning says they are coming between 15.44 and 18.44, and I had left specific instructions that I needed to be home for delivery as we have dogs.
Came home at 3pm to find the delivery had come at 10am, and been left on the edge of our outer drive, completely obscuring our view of the road when pulling out, and of oncoming traffic seeing us.
Contacted them again to ask what had happened and was told, 'I can see from the delivery photos that the placement is dangerous, we can ask them to come back and move it...' which would have saved this experience, but a few moments later got another message saying 'oh they said no'.
So now we have a huge crate of wood, as far away from our house as you could possibly get, making pulling out of our drive from a concealed driveway on a country lane simultaneously dangerous and impossible.
But it is ok, they emailed saying sorry and asked for a review.
October 6, 2026
Reply from White Horse Energy
Thank you for your review. We are very sorry to hear about your experience and appreciate you bringing this matter to our attention.
We understand how frustrating it must have been to experience a significant delay with your order, only for the delivery to arrive outside the timeframe provided and be left in a location that caused safety concerns and inconvenience.
This is not the standard of service we aim to provide, and we sincerely apologise for both the communication issues and the outcome of the delivery. We understand your disappointment and recognise that the situation was not handled as well as it should have been.
Your feedback has been shared with the relevant teams for review, and we appreciate the opportunity to learn from your experience.
The White Horse Energy Team 🔥
Excellent very pls
October 9, 2026
Reply from White Horse Energy
Thank you for your 5-star review!
We're delighted to hear that you were pleased with your experience. Thank you for taking the time to leave us such positive feedback.
We really appreciate your support and look forward to supplying you again in the future.
Kind regards,
The White Horse Energy Team 🔥
Reply from White Horse Energy
Thank you for your 5-star review!
We're delighted to hear that you've had another great experience with us. Providing excellent service every time is what we strive for, so it's fantastic to know we've delivered once again.
Thank you for your continued support and for taking the time to share your feedback. It is truly appreciated by the whole team.
Kind regards,
The White Horse Energy Team 🔥
easy to order
easy to order, quick delivery, well packed crate of logs ! The delivery was easy with no fuss
September 29, 2026
Reply from White Horse Energy
Thank you for your 5-star review!
We're delighted to hear that you found the ordering process easy and that your logs arrived quickly. It's great to know the crate was well packed and that the delivery went smoothly with no fuss.
We really appreciate you taking the time to share your feedback and are pleased that everything met your expectations.
Kind regards,
The White Horse Energy Team 🔥
Easy to order
Easy to order. Delivered within 2 days. Driver very obliging.
Only way to improve would be to give a delivery time slot - lucky that we were in.
October 8, 2026
Reply from White Horse Energy
Thank you for your 5-star review!
We're delighted to hear that you found the ordering process easy and that your delivery arrived promptly. It's also wonderful to know that the driver was helpful and accommodating.
We appreciate your feedback regarding delivery time slots. We understand how useful this can be, and we're pleased that you were available to receive your order on this occasion.
Thank you for taking the time to share your experience. We hope to be of service again soon.
Kind regards,
The White Horse Energy Team 🔥
I did not receive a call from the…
I did not receive a call from the delivery company as I normally would to let me know which day they would be coming. I have ordered multiple times from White Horse Energy and have always received this delivery call. I was already at work and suddenly received an email from Palletforce to say they would be there in two hours causing me big problems as I then needed to rush home.
October 9, 2026
Reply from White Horse Energy
Thank you for your review and for being a returning customer. We're sorry to hear that this delivery did not meet the standard you've come to expect from us.
We understand how frustrating it must have been to receive short notice of your delivery, especially when you were already at work and had made arrangements based on previous experiences. We appreciate your feedback and will share your comments with our delivery partners to help improve communication for future deliveries.
Thank you for your continued custom, and we hope to provide you with a smoother experience next time.
The White Horse Energy Team 🔥
Reply from White Horse Energy
Thank you for your 5-star review!
We're delighted to hear that you were pleased with both the prompt delivery and the quality of the logs. Providing a reliable service alongside high-quality products is something we take great pride in.
We really appreciate you taking the time to share your feedback and hope to be of service again soon.
Kind regards,
The White Horse Energy Team 🔥
prompt delivery
October 7, 2026
Reply from White Horse Energy
Thank you for your review.
We're delighted to hear that your order arrived promptly. Providing a reliable and efficient delivery service is something we always strive for, so it's great to know we met your expectations.
Thank you for choosing White Horse Energy. If you have a moment, we'd love for you to share your experience on our Google Reviews page too: https://g.page/r/CV5WDhmg_H1MEAE/review
Kind regards,
The White Horse Energy Team
Delivery driver went the extra step.
Delivery driver deposited the pallet just where I wanted it - and I was not around as I had to go out when he arrived. He went the extra step and much appreciated. Great service. Top quality wood.
October 7, 2026
Reply from White Horse Energy
Thank you for your review.
We're delighted to hear that you were pleased with both the quality of the wood and the service you received. It's especially great to hear that the delivery driver went the extra mile to position the pallet where you wanted it, even when you weren't available to receive the delivery.
Thank you for choosing White Horse Energy. If you have a moment, we'd be grateful if you could share your experience on our Google Reviews page too: https://g.page/r/CV5WDhmg_H1MEAE/review
Kind regards,
The White Horse Energy Team
Would never use anyone else for my wood supply
This is my 11th year of using White Horse Energy for my wood supply and they have never let me down. Always turn up as arranged and wood is of excellent quality. Delivery Driver Craig went the extra mile walking the pallets to my house when an inconsiderate person parked on corner of our road preventing the trucks access. Even large car would have struggled to get by. Would not ever order my wood from anyone else. White Horse Energy service excellent start to finish. Thank you!
October 6, 2026
Reply from White Horse Energy
Thank you so much for your fantastic review and for your loyalty to White Horse Energy over the past 11 years!
We’re delighted to hear that you’ve consistently been happy with the quality of our wood and our service. We’ll be sure to pass your kind words on to Craig — he’ll be pleased to know his extra effort was appreciated. Thank you for your continued trust and support. We look forward to supplying your wood for many more years to come!
Kind regards,
NH
Having ordered off Zebra Renewables Ltd…
Having ordered off Zebra Renewables Ltd in the past I was bombarded with emails last week stating their prices were due to increase Monday 5th October at midnight. I went onto their website to order but all the pallets were out of stock. Monday 5th I ordered a full pallet at £289.00 which was an increase of £25 since my last order in August, it did NOT state on their website that they had NO STOCK and neither did it state the order would be on back order so I paid the £289.00 under the impression the pallet would be delivered in the 3 day timeframe. This morning Friday 9th October I have called them to find out where the delivery is only to be informed they have NO STOCK until 12th October and it states that on the invoice, an invoice is only produced AFTER PAYMENT! Having had a heated argument with the woman who answered the phone I asked to speak to her supervisor, eventually the same woman came on the line but stated her name was Bee. AVOID THIS COMPANY AT ALL COSTS!
They will happily take your payment and give you false and misleading information in order to try and keep you as a customer. They operate under various different names, the invoice received was from Zebra Renewables yet the refund received was under White Horse Energy. The web address they use is Firewood.co.uk.
Avoid, avoid, avoid unless you’re happy being misled and let down..
October 9, 2026
Unprompted review
Reply from White Horse Energy
Hi Paul
I’m genuinely sorry for the frustration and disappointment you’ve experienced with your order. I completely understand why you feel let down, particularly after placing your order and making payment with the expectation that your pallet would be delivered within the stated three-day timeframe.
We appreciate how disappointing it must have been to discover that the stock was unavailable and that your delivery would be delayed. We also understand your concerns regarding the information available on our website at the time of ordering and the timing of the communication about the stock situation. We recognise how important it is for our customers to have clear and accurate information before placing an order, so they can make an informed decision.
As the Customer Operations Manager, I have tried to reach you by telephone to speak with you personally, apologise for the experience you’ve had, and better understand your concerns. Unfortunately, I was unable to get through to you.
Please accept my sincere apologies for the inconvenience and loss of confidence this experience has caused. This is not the experience we want any of our customers to have, and I appreciate you taking the time to bring these concerns to our attention.
We take feedback like yours seriously, particularly when it highlights opportunities for us to improve how we communicate stock availability, delivery expectations and any changes that may affect an order.
I would welcome the opportunity to speak with you personally and address your concerns further. Thank you for sharing your experience, and once again, I’m truly sorry that we have let you down on this occasion.
Kind regards,
Mo
Customer Operations Manager
I only ordered eco firelighters
I only ordered eco firelighters. They did not deliver . Customer service non existent. This had been going for 2 weeks
Im still waiting for my refund. Not good service at all
October 9, 2026
Unprompted review
Reply from White Horse Energy
Thank you for taking the time to leave a review.
We're very sorry to hear about your experience and apologise for the frustration and inconvenience caused. We understand how disappointing it is to wait for an order that doesn't arrive and then have to chase for updates and a refund.
Unfortunately, we have been unable to identify your order from the information provided in your review. Could you please contact us with your order number or email address so that we can investigate this matter fully and provide an update on your refund?
Please email us at sales@whitehorseenergy.com, and a member of the team will be happy to assist.
Once again, we sincerely apologise for your experience and look forward to resolving this for you.
Kind regards,
The White Horse Energy Team
Reply from White Horse Energy
Thank you for your lovely review!
We’re delighted to hear that you were happy with our delivery service and that the product met your expectations. We really appreciate your support and hope to serve you again soon!
Kind regards,
NH
Reply from White Horse Energy
Thank you for your review.
We're pleased to hear that you've continued to receive good service from us. Returning customers are incredibly important to us, and it's always great to know we're maintaining the standards you expect.
Thank you for choosing White Horse Energy. If there's anything we can do to make your next experience a 5-star one, we'd love to hear your feedback.
Kind regards,
The White Horse Energy Team
Everything was great
Everything was great, fast delivery and also no problem getting the delivery to me. Thank you
September 30, 2026
Reply from White Horse Energy
Thank you for your review.
We're delighted to hear that everything went well and that your delivery arrived quickly without any issues. It's great to know that both the service and delivery met your expectations.
Thank you for choosing White Horse Energy. If you have a moment, we would love for you to share your experience on our Google Reviews page as well: https://g.page/r/CV5WDhmg_H1MEAE/review
Kind regards,
White Horse Energy Customer Services Team
Reply from White Horse Energy
Thank you for your lovely review!
We’re delighted to hear that you’re happy with your wood order. We really appreciate your support and look forward to serving you again soon!
Kind regards,
NH
Reply from White Horse Energy
Thank you for your lovely review!
We’re delighted to hear that your logs arrived on time and in great condition. We really appreciate your feedback and hope to serve you again soon!
Kind regards,
NH
Did not receive any notification of…
Did not receive any notification of delivery date. Thankfully we were home when the wood was delivered. The notification of delivery email came after the actual delivery. Due to the weight of one of the pallets it had to be left on the pavement as we have a slight incline on our drive. The second pallet, which had less wood on was able to be pushed onto the drive.
October 7, 2026
Reply from White Horse Energy
Thank you for taking the time to leave a review.
We're pleased to hear that you were happy with the quality of the wood. However, we're sorry to learn that the delivery communication did not meet your expectations.
We understand how frustrating it must have been not to receive notification of the delivery date in advance and then receive the delivery email after the order had already arrived. We also appreciate the inconvenience caused by the heavier pallet having to be left on the pavement due to the incline of your driveway.
Thank you for sharing your feedback. We will pass your comments regarding the delivery notifications and delivery experience to the relevant teams for review, as clear communication is an important part of the service we aim to provide.
Kind regards,
The White Horse Energy Team
Reply from White Horse Energy
Thank you for your wonderful review!
We’re delighted to hear that your delivery arrived as requested and that our driver was helpful. We really appreciate your feedback and look forward to serving you again soon!
Kind regards,
NH
Good service from White Horse Energy
This is our 3rd pallet of Birch logs. They arrived ahead of schedule well packed in nets on a pallet.
This allowed us to easily stack them tidily away in our large garage.
October 5, 2026
Reply from White Horse Energy
Thank you for your continued support and for choosing us for your third pallet of Birch logs!
We’re delighted to hear that your order arrived ahead of schedule and was well packed, making it easy for you to store your logs neatly. We truly appreciate your loyalty and look forward to supplying you again!
Kind regards,
NH
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.