The Luxury Wood Company Reviews

Name: The Luxury Wood Company
Address: Manor Business Park Darlton Rd, East Drayton
Rating: 4.53

4.5 Rating 4,815 Reviews

88 %

of reviewers recommend The Luxury Wood Company

4.5

Based on 4,815 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 88%
Accurate And Undamaged Orders	96%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5

About The Luxury Wood Company:

The Luxury Wood Company supplies premium kiln dried hardwood firewood and wood pellets on a nationwide free-delivery basis. Our wood is kiln dried and of the highest quality available in the UK.

Visit Website

Phone:

0115 697 1118

Email:

info@luxurywood.co.uk

Location:

Manor Business Park Darlton Rd
East Drayton
DN22 0LG

The Luxury Wood Company 5 star review on 16th September 2023

143

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“You are too expensive, bring your prices down.”

Helpful Report

Posted 6 years ago

Dear John, We are sorry to hear that you are not happy with our prices, we try to stay as competitive as possible and we believe we offer one of the best prices. Please do contact us if you found a better price for what you have ordered and one of our team members will be happy to look into that for you.

Posted 6 years ago

“Rubbish Product ! I ordered a BARK MULCH BULK BAG (1M3). This was ugly looking, decomposed compost, full of big twigs and not a bark at all. Returning it might have been full of headache , so i used it as bottom layer in my garden and then ordered a good quality bark from another supplier for top layer”

Helpful Report

Posted 6 years ago

We are sorry to hear that the mulch received was not of the quality expected, a member of our staff has contacted you to look into this for you. If there is any problems with the product received, we will make sure to put things right.

Posted 6 years ago

“The crate of wood was at least one third smaller than the one shown in the photo on the website. Some of the wood was covered in live moss- how can that be if the wood is kiln dried. I ordered a batch of hardwood and many of the logs look like pine type. I tried to e mail the company about my disquiet and had an automatic response stating there was an issue with aol and I had to make contact another way. The driver put the crate so close to my window that it was leaning on my pic windowframe. I have pictures if you wish. Not happy and will not order from you again as poor value for money”

Helpful Report

Posted 6 years ago

Dear Julia, Firstly I would like to apologise for not being able to make contact with you, as explained this is due to technical difficulties. I have contacted you in order to look into the problems you have described and am looking forward to find a solution. Once again our deepest apologies. We will make sure your experience ends up to be a lot more positive.

Posted 6 years ago

“We have bought logs from several suppliers in several parts of the country and have been very pleased with the quality. My wife says we should support local companies where we can , so we bought from this company in DONCASTER. THE QUALITY IS DISGUSTING TO SAY THE LEAST.---I would say that 40% of the crates was no better than kindling. I will never buy from these bandits AGAIN”

Helpful Report

Posted 6 years ago

Dear Tony, we are not in Doncaster and we have no record of a purchase from yourself.

Posted 6 years ago

“We had the delivery booked by the supplier and waited in and it didnt turn up, we had another date and waited in and it didnt turn up, we then had to wait in again another day it turned up, the creats that are being used nowe are 25% smaller than the two previous orders we have had from them and the customer services said that it was reflected in the price , this isnt true. we were offered £30 pounds compensation for the missed deliveries but it was on a future order so we feel like we are now being blackmailed to get our compensation this is on top of the 3 wasted days we have already had. really poor customer service, and smaller size creates NOT GOOD.”

Helpful Report

Posted 7 years ago

Dear Wendy, We are sorry to hear that you are not happy with our offer. We thank you for your time to discuss this over emails. I can guarantee you that if you do decide to place another order with us, we will make sure that your experience is a lot more positive. We indeed feel let down by the depot in your area. Apology once again for the issues.

Posted 7 years ago

“Ordered half crate of wood and half peat. £240. Also a temperature gauge for the wood burner. The ordering and delivery was good. The wood was cut into good sizes. Peat is fine, temperature gauge works. However the wood gives out hardly any heat (I have the temp gauge so I know this is a fact) and takes ages to light. It can't get to temperature to burn either efficiently. I'm having to spend a fortune on kindling. It seems the wood is damp. It may have been stored outside. Not impressed at all, it's a lot of money to me and as I have no heating apart from my wood burner in the lounge I'm freezing and I have had my two year old grandchild staying.”

Helpful Report

Posted 7 years ago

Dear Wendy, We have not received any information for a problem with your order, a member of our team will contact you as a matter of priority to look into this and work on solution.

Posted 7 years ago

“Went for oak dried logs as was told they burnt slower which may well have been true were it not for the fact that for the third time the delivery of a full crate was essentially mostly twigs. I will be looking at other companies now as if you can't get the size of logs right you ought not to be in business. Shame really.”

Helpful Report

Posted 7 years ago

Dear Nilem, We are sorry to hear that you are unhappy with the logs received. We have sent you an email and are hoping that we can look into the problem. Please check your mailbox as we would like to resolve this as quick as possible. Thank you in advance.

Posted 7 years ago

“Appoint made for the first delivery date. Waited in all day. Nothing. Next appointment made after my phone call. Waited inconveniently all day. Nothing. Told that compensation would be forthcoming. Nothing. Delivery made supposedly before 12.00 on the third delivery date but eventually arrived around 2 pm. What are you going to do about this appalling service? I was recommended by a friend who is most embarrassed by the service.”

Helpful Report

Posted 7 years ago

Dear Richard, We apologise for any inconveniences caused, we feel really let down by the depot in your area and actions were taken to switch to a different depot in your area. I have sent you an email with hopefully something to make the experience more positive. I am looking forward to hear from you.

Posted 7 years ago

“LOG BAGS ARE NOT THE SIZE ADVERTISED. The pallet I had delivered had 2 tiers. The smaller top pallet contained 15 maybe 20 bags of the correct size but now I have discovered I have 50+ bags which are much smaller. LUXURY LOGS PLEASE EXPLAIN. Logs now measure 22-23cm (not 25cm) Bag measures 50cm x 30cm (empty and flat) measures smaller when filled with logs.”

Helpful Report

Posted 7 years ago

Dear Jonathan, all of our logs should fit the specification on the website. A member of our staff will contact you shortly to discuss. Apologies for any inconveniences caused.

Posted 7 years ago

“For the second year running your delivery company failed to deliver our order on the appointed day. After the first debacle, I suggested you change your delivery agents, but this does not appear to have happened. No contact was made to explain why we were let down for the second year in succession, and we have yet to receive an apology. Two years running! A very uncaring, disorganised and unreliable service. We will not be using the Luxury Wood Company again.”

Helpful Report

Posted 7 years ago

Dear Richard, we deeply apologise for the inconveniences caused by our delivery partner. We will investigate this and get back to you shortly.

Posted 7 years ago

“Almost bought from LWC but in turn they, and me, were severely let down by a delivery company that could not explain why they could not or would not deliver the logs to my home, despite the pallet allegedly already being on a truck in Edinburgh, 35 miles away. Delivery people just lied all the time when asked about delivery, guaranteed delivery next morning, then told in afternoon, just that delivery could not be made. This after delivery outfit indicating the pallet had only arrived late, despite being on their truck the day before LWC not totallly to blame as they gave me my refund very quickly AND communicated with me well throughout.”

Helpful Report

Posted 7 years ago

Dear Douglas, this was an instance where we were badly let down by the depot and in such instances we quickly refund people to make sure they do not lose out. We are going to find out more about what happened in this instance and if it appears that the a successful delivery can be made we will contact you.

Posted 7 years ago

“It started with a shocking attempted delivery. The company employed were intent on just shoving the crate of their truck from 4ft high. Driver just drove away. Eventually LWC rearranged delivery and promised compensation for a day wasted waiting on a delivery. No compensation but even more annoying was no follow up by LWC customer service. So all in a real bad experience. This was my 4th time using LWC and probably my last which is a shame because the wood is usually good value.”

Helpful Report

Posted 7 years ago

Dear Andrew, this is certainly not the level of service you should expect from us and we are most certainly going to look into this and issue compensation also if necessary. We will write to you today on this.

Posted 7 years ago

“Courier was shocking. Arranged a delivery for afternoon and therefore took time off work to accept it. At 4.30 p.m. contacted the delivery firm to be told that they were very busy and would not be with me until between 5.30 and 6.30 p.m. which I said was OK. At 8 p.m. contacted them again as still no delivery only to be told that it would be delivered in an hour or so, at which point I asked them if they were Yodel in disguise. They arrived at around 9 p.m. and woke the children. I refused delivery and will be attempting to get a refund for the logs.”

Helpful Report

Posted 7 years ago

Hello Steve, we are sorry to hear this and would like to discuss these issues to see if we can find a suitable way of putting it right. One of our representatives will contact you as a matter of priority, or you can contact us yourself on support@luxurywood.co.uk

Posted 7 years ago

“Hi we started using your company to buy logs at first delivery was ok but for the past four deliveries have been a total shambles the latest one is the worst yet. I phoned the delivery company a week ago to arrange for delivery on Monday when I phoned on Monday to confirm the order they said that they might not make it but they would phone me to let me know they never phoned so on Tuesday morning I phoned yourself to find out what was going on.Its now 17:15 on Tuesday and still no logs and it's now dark outside.l like your product but this service is totally unacceptable I have wasted two days waiting for this delivery E johnston”

Helpful Report

Posted 8 years ago

We were sorry to hear about the experience you have had. Our customer support team has contacted you for further informaton.

Posted 8 years ago

The Luxury Wood Company is rated 4.5 based on 4,815 reviews