I bought 1 tonne of Pellettes from…
I bought 1 tonne of Pellettes from Woodpelletts direct. My burner was getting stuck during the clean process due to Clinkers / Rocks blocking the system. I sent the company an e-mail and provided pictures of the Clinkers / Rocks.
This is the response I got from the company (Eilish):
"Thanks for reaching out and sending the photo, that clinker definitely isn't what we want to see.
It looks like your pallet may have come from an older batch we had a couple of issues with. We have since resolved the problem, but unfortunately, a few pallets from that run are still out there.
We are really sorry for the inconvenience this caused.
We'll arrange to replace the entire pallet for you at no charge."
We appreciate your business and your patience, and we're committed to making sure your stove runs clean and efficient going forward. "
I received this e-mail October 2025.
I heard nothing in December so I contacted Eilish again, she said she would send me replacements at the end of Jan / Feb 2026.
Contacted Eilish in 2nd of Feb... she offered me a 20% discount if I ordered a another load. No mention of "We'll arrange to replace the entire pallet for you at no charge."
The reason I gave 1 Star....
The impact of Clinkers / Rocks had on my pellete burner. I needed to clean out the system every time I used the burner due to the Clinkers/Rocks... I couldn't set the timer on had to switch it on manually as I needed to clean the system of Clinkers and Rocks for 2 months.... It was a nightmare.
Eilish is a lovely women and very friendly, but she should have replaced the bad batch of pellets or gave me back my money. I don't give people bad reviews.
