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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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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What is the Flex Savings Plan?

Wood Pellets Flex Savings Plan

Introduced in February of 2013, the Flex Savings Plan has quickly become very popular among our customers. We understand that buying your annual wood pellet fuel is typically a large purchase, one that may cause financial stress. Therefore, we created this Flex Savings plan to help budget that large annual fuel purchase by making it much easier to save.

So, how does it work?

The Flex Savings Plan allows you to make a monthly deposit in any amount you are comfortable with. This stretches out your wood pellet fuel purchase over months, instead of a single large one-time payment. Each monthly deposit is applied to your personal PelletBucks credit account. You’ll receive an automatic email statement for every deposit that shows your account balance. And when you’re ready to order your wood pellets, your PelletBucks credit amount will be automatically applied to your order balance. No lump-sum payment required. Your wallet will thank you!

What’s the catch? 

No catch. This plan is just a way to help you chip away at your annual fuel purchase. There’s no interest and you can stop at any time. If you do decide to stop for whatever reason…we will refund the money you have paid (minus a 5% electronic handling charge).

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Cleanfire Douglas Fir – The Cadillac of Wood Pellets

WoodPellets.com has always sold super premium softwood pellets. With more heat and less ash than your typical hardwood pellet, high quality softwood pellets provide a superior burning experience for our customers. But there is one brand of softwood pellets that takes quality to a whole new level – our Cleanfire Douglas Fir.

Introduced in 2012, Cleanfire Douglas Fir pellets are special in many ways. First, these softwood pellets are made from 100% douglas fir material – one of the hottest burning wood species in North America. Check out this chart showing the relative heat output (as measured by BTU/lb) from various wood species.
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20 Ways to Re-purpose or Upcycle Empty Wood Pellet Bags

Earth Day Recycle ChallengeIn honor of Earth Day, we ran a challenge on our Woodpellets.com Facebook page to find out about some uses for empty pellet bags. Some great prizes were given out (a free professional pellet stove cleaning and PelletBucks) but we also learned so many new ideas for how to repurpose bags!

The photo to the left was our contest winner’s submission. This photo illustrates how she uses her empty bags for sorting her 
TerraCycle Brigade recycling. It looks like she uses an empty diaper box for sorting as well! The Terracycle Brigade program collects previously non-recyclable or hard to recycle waste, with free shipping as well as a donation for each piece of garbage recycled.

We loved that she takes extra time and care for not-so-simple recycling, and that our empty Cleanfire Douglas Fir pellet bags are a part of her process!

Although not everyone could come in first place, we loved all the ideas! Here are some of the ways our fans repurpose (or upcycle) their bags:

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