PelletsRUs

I ordered my pellets in August (with 2 – 3 week delivery) and finally received the complete delivery in November. After phoning them each week, I finally got a partial delivery in October (1 out of 3.4 tons) delivered.
Beware of this tactic, as they will delay your complete order if they are able to give you a partial. Each time I would reach out they would delay my order an extra week, until finally I had to have representation call on my behalf to force the issue.
Once that was on the table I finally received my delivery.
The bonuses:
Local
High-​Quality Pellets
Good Price
In-​Expensive Delivery Fee
Negatives:
Unreliable (took over 3 months to get delivery; originally scheduled for 3 weeks)
Poor Customer Service
Tough to get a straight answer

Been working with these guys the past several years. Kelly is great-​very understanding and amenable. Excellent customer service and support.

Ordinarily an average review, but pretty ticked off right now. This company has been servicing my stove for a few years. Kelly is generally great. The exception was my service appointment scheduled for last Friday. The technician arrived BEFORE our scheduled appointment (I was driving home from doctor’s office). Technician phoned my cell — on an unknown number — didn’t leave a voice message and left. I left my telepathic caller ID skills at the doctor’s office, so I didn’t take the call and didn’t realize I’d actually missed the technician, who again, was early and called from an unknown number and didn’t leave a message. The pisser? A bill for the $ 200+ missed service AND when asked about rescheduling, a demand for a $ 75 certified check for the missed appointment before they’d reschedule. And the real rub? These guys blew TWO scheduled appointments last year — no shows, scheduling errors. The third appointment was a charm last year, BUT no one gave ME a credit off my bill for either of THEIR missed appointments. I guess it doesn’t pay to be an understanding, compassionate customer. I should have raised holy hell then.

We had a Harman pellet stove that needed a warranty repair. After having multiple negative conversations with the people at the local Shrewsbury repair and sale location and Harman, they finally agreed to do the repair but with a fee that may reach $ 1000.
PelletsRUs was amazing from the first call. They worked with Harman to determine the fix and get it covered under warranty. They picked it up and left the vent secure after uninstalling. The repair was timely and reinstall went smoothly. Stove operates like a dream again and I can’t tell enough people how happy they have made me.

Found them last year when there was the big shortage of pellets in New England and they were the only ones who had some. I drove out there and bought 10 bags.
So this year we ordered our normal four tons from them – the first time we used them for a large order.
This is why I like these guys:
1. The people you talk to are incredibly friendly.
2. The guy who delivered them is awesome.
He comes with three pieces of equipment: A big flatbed truck, a forklift truck mounted on the back, and a hand truck.
The first half of our delivery came in October. We had paid for the hand truck to store the pallets at the back of the garage. Our paved driveway ends about 2 feet from the lip of the garage and the hand truck wheel had trouble getting traction on the dirt. Rather than him just giving up, we were able to put a piece of plywood down which did the trick. The point is, he kept trying.
Then today was the second half of the delivery. We live on a small street, and near the end two people had parked in such a way that he couldn’t back his truck past (he tried). So he moved each pallet with the forklift truck. They hadn’t plowed our street after the snow a few days ago, so he was driving it through slush to our house. Then he was able to drive right up to the garage and push one pallet into the garage, then get the other and push the first pallet with the second so that both fit inside.
I can’t help but compare them with PelletsDirect in Uxbridge, who we used last year. PelletsDirect was not able to make the delivery because they couldn’t back their truck into our driveway due to parking and then said our driveway wasn’t cleared of snow (it had been shoveled but had just a little snow here and there), so they gave up and left but still charged us for delivery.
So I’m very pleased with these guys.
The only reason I’m giving them 4 stars instead of 5 is because I can’t say I’m totally comfortable with how they handle the orders in general. They sort of delivery to you in installments. I placed my order in the beginning of September. They had two brands of hardwood and said New England Pellets would be ready for delivery in September but Greene Gold wouldn’t be delivered until October. I wanted the delivery before the cold weather hit so I went with New England.
If I remember correctly, it wasn’t until October that they scheduled the delivery anyway. And then I got a call from the woman who does the scheduling. She asked if it would be ok if I got two tons now and two tons on a future truck; it would be doing her a favor. «No problem» I said, but I wouldn’t have agreed to it if I knew how long it would take to get the remaining pallets.
After about a month of not hearing anything, I called to ask when the second delivery would be scheduled. This time a man called me back and asked, «Why, are you running out of pellets?» Then he explained that they want to make sure everybody has some and not to worry. After a few more weeks, I called again. Now they didn’t have any more of the New England available, but only Greene. Which was ok because I really wanted Greene in the first place, but what if I had really wanted the New England (which I had paid for)?
The second delivery was made on November 28, so it was almost 3 months after I made payment.
I think this is just the way they do things. You pay them for pellets but it doesn’t mean you’ll get your full order right away. They sort of juggle things to make sure the inventory they have is spread around, and then they get more in.
I can’t say I’m totally comfortable with paying for something and then waiting 3 months before I receive it in full. I’d also prefer to empty out the garage in the fall when I can put the lawn mower, etc. on the lawn temporarily. Trying to get ready for the delivery when it’s snowy out is a lot more trouble.
But other than that, everything else went so smoothly that I’ll probably use them again.

We had one bad experience initially but satisfied since then.

I came across this place accidentally when I was looking for an inspection station. I don’t know about their pellets, but they do state car inspections, and the owner, Jeff, is an incredibly nice gentlemen. If you are looking for a place to get your car inspected, or Mack truck-​as he does those too– this place was great.

The worst, the worst, the worst! They will take a huge deposit and come up with every reason under the sun to explain delays and as soon as you ask for money back they try to placate all the while delaying beyond credit card recovery date and if you try small claims they simply close and reopen under a new name! Many stove companies, take no chances with this one!!!