LONG POST but an Important READ!!
The final outcome to this issue has not been resolved as of today. That being said I was assured that it will have some resolution. What that might be I have no clue but I am not a happy woopellets.com customer. I am not a newbie! I consider myself a fairly knowledgable pellet burner and with reasonable technical knowledge I can basically fix anything on my stove. That being said I have been purchasing my pellets for the past few years locally and I must admit I have a taste of the finer pellet. Barefoot and Okanagon are my first choices. I have no problem paying the premium price knowing I am getting a quality pellet. Well as we all know pellet prices here on Long Island have skyrocketed especially for the SUPER premium pellet. Not going to pay $360 per ton. So I decided to look at woodpellets.com and I noticed they were offering an early buy for the Pacific Softwoods from Cleanfire. I did happen to try a few bags of these this past season from a friend and I considered them to be very close to Okanagon. I said the price is right and the shipping charge is reasonable, so that I would be saving a good amount of money if I put my order in early.
I get a call last week to setup delivery of the two tons of Cleanfires and all is smooth I give them a window that I'll be available this past Tuesday May 15th. That I can accept delivery. Now here is when the situation becomes complicated. If you live in the NE this past week was a RAINY one! Especially Tuesday. I have a unique situation in that I store my pellets in a public storage facility (NO I don't pay for the unit) in a basement unit and during the burning season I usually pick-up a two week supply of pellets and store at the the house. I can really only only about a ton at the house and I am already full from this past season with leftovers. Since I knew the rain was approaching and they were calling for about 2+ inches here in NY I tried to postpone the delivery to Wednesday and hope it would be drier. Well I was told no they cannot it is set in stone and it's to late to change. I was assured the pellets are wrapped up very well and rain should have no effect. (All you pellet heads stop chuckling) You can pretty much tell the rest of the story yourselves. It turns out I get delayed on Tuesday because of traffic accident that had a road closed and I was diverted another route which delayed me 30 minutes and I could accept the delivery. I spoke to woodpellets.com and they were very understanding but I was concerned since the pellets were going to sit in the rain for the next 24hrs on the back of the delivery truck.
Next morning the delivery truck was at the storage unit at 8am and had to close down one lane of traffic on a fairly busy road near the train station. So the delivery guy unloads the pellets quickly drops them in the loading bay at the storage facility and off he goes. I then realize one of the pallets has a rip on the top of the outer and inner covering. The rip was covered with clear tape showing that there was an attempt to not let any pellets get ruined. With one bag visibly ripped straight down the middle. Well in order to really inspect the pellets I needed to uncover all the pellets and investigate. It was not looking good. See pictures. I immediately called Woodpellets.com and was told they would call me back since it was to early for the quality assurance team to take my call. I had no choice I was not going to cost myself a day of work waiting for a call so I had to clear the entrance of the loading dock at the storage facility so others can enter and exit. I kept my cellphone in hand and waited for the call as I unloaded 2 tons of pellets down to the basement storage unit. I discover a few bags that have obvious damage and are leaking pellets. Some bags are moooosh and weigh a ton. Some bags literally have no sign of rips but are literally soaked. The fine little holes on top of these bags let water in!! I could basically say the entire ton was ruined! There is no way to tell if the bags are good or not without opening every bag. As you can imagine VERY FRUSTRATED and I was moving quickly to get to work and not lose a day of pay and add that to the cost of the pellets! Every bag on the pallet was soaked. Literally wet and dripping and I had to dry every bag off before I stacked them not knowing if they were good or not.
I finally did get a call from woodpellets.com and with my surprise they tell me this does occur and that I should of refused delivery! Yeah OK. Little late now the contracted delivery service was gone so fast it was impossible to try to flag him down after inspection. Remember he needed to open the road up and let the traffic flow start again. I had no choice but to stack them and go to work. So the representative states they will come down from New Hampshire and inspect the bags and make a determination on what the company will do for me! I said really! So my word and the pictures I can send you aren't good enough. Nope! I laughed and I said OK. Then I was questioned how long have I been burning pellets? (Why is this important?) I said its going to be very difficult to determine what is good vs. bad since the bags are piled up 8-9 feet high. I was assured I would have a resolution. I shook my head in disbelief. As you can imagine my credit card was billed for the full amount of the two tons of pellets. I now am in a wait and see situation and I am forced to pay the full amount no matter what happens. I said come get your pellets. I don't want them. I was told not an option since I opened the packaging. Not good customer service in my own opinion. Let's see what they come up with? I will update the forum when new information comes along. I am extremely frustrated at this point and probably will never recommend woodpellets.com. It's still early so stay tuned
!!
Pictures show obvious signs of damage and wet pellets. YES, the 4x4 skid picture has wood pellets literally in mush underneath and between the slats of the pallet. Its horrific! Live and Learn...
The final outcome to this issue has not been resolved as of today. That being said I was assured that it will have some resolution. What that might be I have no clue but I am not a happy woopellets.com customer. I am not a newbie! I consider myself a fairly knowledgable pellet burner and with reasonable technical knowledge I can basically fix anything on my stove. That being said I have been purchasing my pellets for the past few years locally and I must admit I have a taste of the finer pellet. Barefoot and Okanagon are my first choices. I have no problem paying the premium price knowing I am getting a quality pellet. Well as we all know pellet prices here on Long Island have skyrocketed especially for the SUPER premium pellet. Not going to pay $360 per ton. So I decided to look at woodpellets.com and I noticed they were offering an early buy for the Pacific Softwoods from Cleanfire. I did happen to try a few bags of these this past season from a friend and I considered them to be very close to Okanagon. I said the price is right and the shipping charge is reasonable, so that I would be saving a good amount of money if I put my order in early.
I get a call last week to setup delivery of the two tons of Cleanfires and all is smooth I give them a window that I'll be available this past Tuesday May 15th. That I can accept delivery. Now here is when the situation becomes complicated. If you live in the NE this past week was a RAINY one! Especially Tuesday. I have a unique situation in that I store my pellets in a public storage facility (NO I don't pay for the unit) in a basement unit and during the burning season I usually pick-up a two week supply of pellets and store at the the house. I can really only only about a ton at the house and I am already full from this past season with leftovers. Since I knew the rain was approaching and they were calling for about 2+ inches here in NY I tried to postpone the delivery to Wednesday and hope it would be drier. Well I was told no they cannot it is set in stone and it's to late to change. I was assured the pellets are wrapped up very well and rain should have no effect. (All you pellet heads stop chuckling) You can pretty much tell the rest of the story yourselves. It turns out I get delayed on Tuesday because of traffic accident that had a road closed and I was diverted another route which delayed me 30 minutes and I could accept the delivery. I spoke to woodpellets.com and they were very understanding but I was concerned since the pellets were going to sit in the rain for the next 24hrs on the back of the delivery truck.
Next morning the delivery truck was at the storage unit at 8am and had to close down one lane of traffic on a fairly busy road near the train station. So the delivery guy unloads the pellets quickly drops them in the loading bay at the storage facility and off he goes. I then realize one of the pallets has a rip on the top of the outer and inner covering. The rip was covered with clear tape showing that there was an attempt to not let any pellets get ruined. With one bag visibly ripped straight down the middle. Well in order to really inspect the pellets I needed to uncover all the pellets and investigate. It was not looking good. See pictures. I immediately called Woodpellets.com and was told they would call me back since it was to early for the quality assurance team to take my call. I had no choice I was not going to cost myself a day of work waiting for a call so I had to clear the entrance of the loading dock at the storage facility so others can enter and exit. I kept my cellphone in hand and waited for the call as I unloaded 2 tons of pellets down to the basement storage unit. I discover a few bags that have obvious damage and are leaking pellets. Some bags are moooosh and weigh a ton. Some bags literally have no sign of rips but are literally soaked. The fine little holes on top of these bags let water in!! I could basically say the entire ton was ruined! There is no way to tell if the bags are good or not without opening every bag. As you can imagine VERY FRUSTRATED and I was moving quickly to get to work and not lose a day of pay and add that to the cost of the pellets! Every bag on the pallet was soaked. Literally wet and dripping and I had to dry every bag off before I stacked them not knowing if they were good or not.
I finally did get a call from woodpellets.com and with my surprise they tell me this does occur and that I should of refused delivery! Yeah OK. Little late now the contracted delivery service was gone so fast it was impossible to try to flag him down after inspection. Remember he needed to open the road up and let the traffic flow start again. I had no choice but to stack them and go to work. So the representative states they will come down from New Hampshire and inspect the bags and make a determination on what the company will do for me! I said really! So my word and the pictures I can send you aren't good enough. Nope! I laughed and I said OK. Then I was questioned how long have I been burning pellets? (Why is this important?) I said its going to be very difficult to determine what is good vs. bad since the bags are piled up 8-9 feet high. I was assured I would have a resolution. I shook my head in disbelief. As you can imagine my credit card was billed for the full amount of the two tons of pellets. I now am in a wait and see situation and I am forced to pay the full amount no matter what happens. I said come get your pellets. I don't want them. I was told not an option since I opened the packaging. Not good customer service in my own opinion. Let's see what they come up with? I will update the forum when new information comes along. I am extremely frustrated at this point and probably will never recommend woodpellets.com. It's still early so stay tuned
!!Pictures show obvious signs of damage and wet pellets. YES, the 4x4 skid picture has wood pellets literally in mush underneath and between the slats of the pallet. Its horrific! Live and Learn...
Having gone through issues with companies not delivering product within the time frame they have stated.
