Quality Assurance and Convenient Delivery – What Makes Woodpellets.com Different

Two of the main contributing factors to what makes the Woodpellets.com experience different are – product quality assurance and the convenient delivery system. In order to explain these processes accurately, we let Joy (Quality Assurance Manager) and Dan (Delivery Logistics Manager) describe their main responsibilities – in their own words.

Quality Assurance Manager: My primary function is to work for our customers.  I am the before, during and after the order point of contact – from Customer Service, to the burn experience at home.  Basically, the service doesn’t stop with the delivery – because I’m there to make sure user expectations are met and (hopefully) exceeded.

Wood Pellet DeliverySome may call my position the least fun in the office. However, I love my job.  I get to hear the praise as well as the things we need to improve on.  This is where the Quality Guarantee comes into play. It has evolved over the years since we started, and will likely continue to improve.  Nothing can be perfect – so I am always ready with the Quality Guarantee to assist in those rare occasions where the experience isn’t what it should be.

If there is an issue or concern, I have a step by step process I work with to ensure I make your situation right.  Our products aren’t small and neither is our delivery coverage. Therefore, using pictures is the most effective way to help solve the problem.  I work with the mill to get your claim resolved quickly, and to your satisfaction.  If the issue is non-fuel related, and I am unable to assist with troubleshooting, we have a trusted network of professionals to connect you with.

 

Delivery Logistics Manager: I oversee all  of the physical movement of our products from manufacturing plants in the U.S. and Canada, to customers’ homes throughout New England and the Mid-Atlantic States.

Wood Pellet DeliveryFirst, we move product to 15 different warehouses via railroad and full truckload delivery. Then we “batch” 4-7 proximate customer orders together for home delivery on a given date. We confirm delivery timing and placement instructions with each customer before finalizing the run. Some homes have tricky driveways, or the customer has a very specific way in which he or she wants the fuel placed. That’s why the confirmation step is so important – because we want the delivery to be as smooth and convenient as possible for our customers. The deliveries are executed with a combination of Woodpellets.com-owned trucks and hand-picked independent delivery contractors. On any given day we might have as many as 25-30 of these delivery runs scheduled across our delivery coverage area.

During our busy season (late August-December), I’m mainly consumed by “fixing” all the little things that interrupt the smooth flow of product described above. There are many moving parts in a delivery system, and therefore multiple factors that could make some bumps for us. Bad weather, equipment repairs, sickness/family emergency with a driver, or something as simple as a phone call saying delivery can’t be made because a car is parked in the customer’s driveway are some common examples. That’s why it’s an exciting and ultimately rewarding experience to hear from so many customers that we have exceeded their expectations for scheduling communication and professional delivery.

 

Questions? Comments? Give us a call at 1-800-PELLETS. We’d love to hear from you!

Wood Pellet Market Update

There is only one word to describe the current market in wood pellets – unprecedented. Many of the changes that have happened in the pellet industry have been brewing for years, but the effects have really been felt by consumers since last spring. The appeal of wood pellet fuel has never been stronger, but that has driven some changes that every buyer of pellets will see.

New Stove Sales

Wood Pellet Delivery

Pellet stove sales continue to grow by leaps and bounds. The comfort and warmth generated by a pellet stove, combined with the run-up in heating oil prices and propane last winter, has convinced many households in New England to install a pellet stove. Many of the stove shops we work with in have let us know that their installations of new stoves are up as much as 50% so far this year and sales continue to be strong this fall. Anyone buying a new stove can see a wait time of several weeks for installation as the stores work to keep up with sales. These new stoves mean more people looking for pellets this fall.

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Wood Pellet Delivery Peak Season FAQs

It’s the time of year where the phones are steadily ringing, and we are talking with many new and returning customers. Due to other retailers running out of wood pellets and the time of year, our phone call volumes have significantly increased. The Woodpellets.com team is always happy to get you the answers you are looking for, so we have compiled a list of the most frequently asked questions we are hearing during this seasonal rush.

Wood Pellet Delivery1. Do you have wood pellets to sell me?

If you type in your zip code on our website, or tell us on the phone, you will receive a list of available inventory in your area. You might see “Backordered” or “Sold Out” at times. However, if we tell you on the phone or you see online that pellets are available – that means we have them. We would never knowingly sell wood pellets or wood bricks that aren’t available.

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The Easiest Way to Get (at Least) $25 Off Your Next Order!

ReferralHave you heard about our referral program? You can get $25 in credit added to your account every time you successfully refer a new customer to Woodpellets.com!

Once your friend’s first order is delivered, you will automatically be credited $25 for your next order. So, if you’re happy with our service, our products and our convenient delivery…you can benefit.
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Why wood pellets?

Whether you’re thinking of switching to wood pellets to save money on your heating bill, to reduce your carbon footprint, or to support our domestic economy, you’re doing your part to invest in a better, greener future!

See what our customers have to say about making the switch to wood pellets:

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Tell us why you switched to wood pellets below!

Why pick up your pellets, when we’ll deliver them to your door?

Sometimes we hear from our customers that they’d rather pick up their pellets and haul them home themselves. Now, we’re all about a good workout… but we’d much rather be burning through some rolling hills on a road bike than schlepping bags of pellets from the store to the truck to the basement. If you’re of a similar mindset, break out that bike, and we’ll take care of the heavy lifting for you!

All of our delivery trucks are equipped with a forklift, so we can move whole skids off the truck and onto your driveway, leaving the weather-resistant packaging in tact. And if you need more precise placement, don’t worry – we offer pallet jack service in many areas. Our driver will use the jack to move your pallets into your garage or over any hard, flat surface, so your pellets are placed exactly where you want them.

Check out this video to see what our customers have to say about their delivery from WoodPellets.com.  And if you’d like to join the conversation, leave your comments below!

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