Meet Joy, our pellet girl!

My name is Joy, and I’m the Fuel Quality Specialist here at 

So what exactly do I do, you might ask? Well, the heart of my job is making sure you have everything you need to keep your family warm. I follow up with our customers to make sure you are completely satisfied with your pellets… and if you have any feedback (kudos or criticisms), I’m also responsible for following through with our team and our manufacturers to make sure your voice is heard.

You might also be wondering why we need a Fuel Quality Specialist, since you’ve probably gathered by now that we pride ourselves on bringing our customers the absolute best quality pellets. I’m proud to say that our quality controls and customer service are the best in the business. But, the truth is – sometimes things happen. Sometimes a torn bag gets through our quality screening process, or a particular stove might not like a certain pellet. So, we have our Quality Guarantee, and it’s my job to make sure that guarantee works for you.

And if we’re doing something you like – if the teeny, tiny amount of ash from the new brand of pellets you tried from us this year blows you away, or if our driver was just the sweetest delivery man you’ve ever worked with – I love to hear the good stuff, too!

We always used to say, “you order, we deliver, done.”  But that’s not really 100% accurate: our customer service continues after you receive your delivery. We want you to get the most out of your fuel throughout the heating season, and we’re here to answer your questions and address your concerns. So call me at 1-800-PELLETS with any questions specific to your order, or ask a more general question here, so we can share the answer with others. Either way, we’re here for you!

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