I placed my bulk order online on the 8th November, and received a confirmation email for delivery on the 18th November. The delivery didn't arrive on the 18th, or the 19th. I called at 4pm on the 19th to find out where the delivery was, and was informed it wouldn't be until the 25th. I ran out of pellets on the 22nd, and had to fuel the boiler with limited bag supplys on a daily basis. I was assured that the delivery would arrive on the 25th as confirmed. I made your team aware on numerous occasions that I have a young family/babies, and not having any heating wasn't an option, so the 25th was the absolute latest I could accept a delivery, as my supply of bags was running out fast. I used my last 2 bags of pellets on the night of the 24th, and had turned the heating system down as far as I could to ensure we had heat throughout the night. At approximately midday on the 25th I received a call to inform me I wouldn't be getting my delivery on the 25th due to a lorry issue, and they would try to rearrange a date. I had to re-explain my situation and the issues that had occured, and was then told a delivery would be scheduled for 8am on the 26th. So we had to go a full 24 hours without heat or hot water....which I wasn't at all amused about. Fortunately the delivery arrived mid morning on the 26th, and we are up and running again. I'm disappointed about this entire process and despite having had several conversations with the sdcheduling team and the Area manager for Kent, I'm no clearer as to why this occured. Whilst they have been apologetic, I was surprised that there was no offer to deliver a supply of bags to ensure I didn't run out before the bulk delivery arrived...I have to say that the customer service experience has been very poor. The only positive thing about the whole experience was how pleasant, and understanding the lorry driver was when he arrived to deliver our bulk order.