Dear customer,
thank you for taking the time of writing your valuable feedback.
A handful of postcodes do fall under an extra charge zone. As a business over the years, we did try our best to absorb the increase in delivery charges imposed by the third-party companies we rely upon to carry over the deliveries.
For a limited number of postcodes, those increases have been substantial, therefore rendering it impossible for us to absorb 100% of the extra costs.
I can assure you that having to pass over part of those charges to our beloved customers was a very difficult decision to make.
On some occasions, during loading and offloading operations, it might happen that the pallets do touch other pallets or the sides of the van, resulting in some of the bags to tear.
We have been trying to limit the possibilities this happens in several ways, however, the best way to do so would be to add extra wrapping on the pallet, therefore increasing considerably the amount of plastic used.
We all love our environment and doing our best to strike the perfect balance between the amount of plastic used and limit issues like the one you experienced, however, feel free to send us some pictures of the split bags to info@simplywoodpellets.co.uk so we can have a better understanding of how much pellets weight was lost and come up with a sensible solution and compensation.
Kind regards,
Customer Service Team
