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The Luxury Wood Company Reviews

4.5 Rating 4,816 Reviews

88 %

of reviewers recommend The Luxury Wood Company

Company Reviews

Product Reviews

4.5

Based on 4,816 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

Brian Griffiths

The Luxury Wood Company 5 star review on 11th September 2023

The Luxury Wood Company 5 star review on 11th September 2023

The Luxury Wood Company 5 star review on 7th September 2023

The Luxury Wood Company 5 star review on 7th September 2023

The Luxury Wood Company 5 star review on 6th September 2023

The Luxury Wood Company 5 star review on 31st August 2023

143

Anonymous

Anonymous // 01/01/2019

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

“This company are just a bad experience. The office told me I would be informed when the delivery was going to be made instead it arrived when I was out by a grumpy unhelpful driver. The logs were made up by no more than kindling when l rang the office they told me to stack the wood up and send a photo. I was offered a £30 credit off my next delivery which is a clever ploy knowing full well I won’t be ordering again. Be aware!”

Posted 3 years ago

Dear Malcolm, We apologise again for the issues with Pallex. They are contracted to pre-arrange all deliveries. We hope you will give us another chance as a company.

Posted 3 years ago

“Still haven’t received my order”

Posted 3 years ago

Dear Johann, We apologise for the unusual delay and are glad you have finally received the pallet.

Posted 3 years ago

“Product fine. Delivery very unsatisfactory. No notification of delivery, disclaimer required unless unloaded at roadside. Not acceptable, unlikely to order in future.”

Posted 3 years ago

“Very poor, no communication, turned up damaged, no reply from company addressing the issues. Have used this company many times. Will not be doing so in the future.”

Posted 3 years ago

Dear Cliff, We apologise for the lack of communication, unfortunately your comments ended up in our spam. We will contact you as a matter of urgency to discuss the issues.

Posted 3 years ago

“The quality of wood was disappointing ordered hard wood but there was a significant amount of soft wood in the centre of the crate. The delivery was shambolic as was the response of the person we spoke to at The Luxury Wood Company. So I will not order from you again. I rated the product and service a single star as this review did not permit no star.”

Posted 3 years ago

Dear Ann, We are sorry for the issues with the delivery and can assure you that we do not sell any soft wood. If you would like to discuss further please contact us on support@luxurywood.co.uk and we will do our best to make things right for you.

Posted 3 years ago

“Will not be using the luxury wood company again, and I'm sure my experience will explain why !!!! My log were arranged to be delivered between 11 am and 1 pm. 11, 12 and 1 came and went but no logs. Phoned the contact number to be told that due extra delivery's it would be now delivered by 2pm, so I requested a curtesy Phone call if was likely to be any later, but as 2 came and went, yes you've guessed it, none was forthcoming!! At twenty to 3 I Phoned the luxury wood company and spoke to a manager, and was told with very little sympathy, that as they subcontract out to a delivery firm and there very little she could do about it. And to put the icing on the cake, when the logs were eventually arrived at 10 past 3 pm , the informed me the delay was it fact due the lorry be in for a service not increased delivery's, as I was informed. And the final cherry on top was that the large crate of logs would only be left on the front pavement and not in the drive as I wanted. !!!!!!!”

Posted 3 years ago

Dear Gordon, 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. Please contact us on support@luxurywood.co.uk.

Posted 3 years ago

“Not sure what to say as the wood has still not been received.”

Posted 3 years ago

Dear James, We apologize for the delay and have been trying to obtain information and assist you the best possible way. Deliveries to Jersey take longer due to shipping forwarders, customs, etc.

Posted 3 years ago

“Waited 12 days for my delivery supposed to come on the Friday came on the Monday no warning. Ordered the Ash crate not all logs the size discribed some can only be called kindling crate wasn't full as stated. Customer service very poor. The delivery men were very good so the star is for them. Will not be using this company again.”

Posted 3 years ago

Dear customer, we are sorry to hear that you are not happy with the product received and the delivery process, and would like to discuss these issues to see if we can find a suitable way of putting it right. Please contact us on support@luxurywood.co.uk with further details and photographs.

Posted 3 years ago

“My order came with 3 nets missing. I contacted the luxury wood company and haven’t had a response. I’ve used them for years, but not again.”

Posted 3 years ago

Dear Stephanie, As per our email from Friday, the 18th, we require some photographs to be able to process the complaint. Please reply to our request sent from support@luxurywood.co.uk so we can resolve the issue to the best possible way.

Posted 3 years ago

“We were very disappointed with the latest delivery from The Luxury Wood Company. We usually purchase ash logs from you in nets. The quality has always been excellent. This time we chose to have the large crate of ash. We found that the contents lacked the quality of previous deliveries in nets. The logs were very dusty. They were not uniform - certainly not as attractive and uniform as they look on your website. Some were misshapen. Quite a few were “bitty”. Some looked old and mouldy. Some didn’t even look like ash at all. All in all, a poor quality effort from the “Luxury” wood company. Clearly there would be hassle in returning them to you now that they’ve been stacked in our garage and the crate destroyed - but a gesture from you in the form of a discount from this purchase would be very welcome.”

Posted 3 years ago

Dear Edward, We are sorry to hear this. Thank you for the pictures sent to support@luxurywood.co.uk We will review them as a matter of priority.

Posted 3 years ago

“Excellent wood and ordering service as with previous orders etc, my only wish is that you use a delivery company that has the ability to crane lift the pallet off the lorry and to drop it exactly where the customer would like it, and not left on the path edge or on the road. I’ve ordered many garden items this year gravel, plants turf, Kindling etc etc and all the delivery company drivers backed into the drive and lifted it off, so simply and great customer care and satisfaction, sadly it seems you are not willing/ or able to change your options, it’s a real shame as you have super products.”

Posted 3 years ago

“They have been so far so good on charging in full but not delivering the product or not even giving a date for a delivery either. It looks a good option to part yourself with your money whilst dreaming by looking at the photos on their website.”

Posted 3 years ago

“Wood quality excellent but delivery leaves a lot to be desired No time slot only 8am to 6 pm the driver only had a small palette truck which could not move the 700 kg palette on to my drive so won’t be ordering from you again.”

Posted 3 years ago

“Communication regarding order was non-existent. Only after I kept ringing did they inform me they could not fulfil my order. Almost 12 days after receiving it. However they were swift with my refund after my cancellation.”

Posted 3 years ago

“Like a lot of the suppliers in this sector, whilst their products in the form of pellets might be ok, their supply chain management is abysmal. When I write a note As part of the order that I need 24 hours notice of the planned delivery day, I had hoped this was noted and baked into their routines. Not a chance. One hour before the delivery was to be made I get a call from the driver saying he’s on the way. Stating that this was out of their control and down to the delivery company tells me all I need to know, that you could do better, but are unlikely to. Last order you’re getting from me then.”

Posted 3 years ago

“I did not receive my order in the timescale indicated and received no communication regarding delivery until I chased the order. Very poor service”

Posted 3 years ago

“Dreadful company, would never use again!!”

Posted 3 years ago

“Had to return my order as the distribution firm delivered it to a property down the road. A full pallet which they then suggested I pick up in my car! Very disappointing. Managed to get a very satisfactory service from The Wood Fuel Coop.”

Posted 4 years ago

Dear Mary, we are sorry we had to cancel the order but your delivery address was not suitable for 7.5 toner and the depot couldn't complete the delivery as per our terms of service.

Posted 4 years ago

“The recent delivery of oak logs was so poor in size , the majority were no bigger than large twigs . Had the delivery was placed on my drive I had no option but to accept , I sent a photograph and a £30 refund was given , however with hindsight the quality should have been checked prior to shipment and the refund totally inadequate. Needless to say I will not be ordering again.”

Posted 4 years ago

“Took nearly 2 weeks and several phone calls to get delivery...won’t use this company again.”

Posted 4 years ago

Hello Patricia, 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 4 years ago

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The Luxury Wood Company is rated 4.5 based on 4,816 reviews