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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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Unfortunately the service did not match up to my previous years experience. Delivery was not within the advertised 2 days (accept this states from 2 days but was actually a week) delivery was made without Pre-booking leaving me to have to handball an entire pallet due to not being able to plan assistance (which had been planned for days 2 - 5 days post order) and after ordering a mixed pallet all the logs came in the same bags. Even if I was that aware of wood type to identify logs through an orange mesh bag is pretty difficult so am left discovering the more expensive oak only when brought into house for use.”

Posted 5 years ago

Hello, 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 5 years ago

“Delivery was delayed a number of times and this let you down. Logs generally smaller than other suppliers and are burning much quicker.”

Posted 5 years ago

Hello David, 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 5 years ago

“I must say that I was a little disappointed with my delivery of word from the luxury wood company on this occasion. When I removed the polythene covering on the day of delivery there was quite a void in the centre which probably represented a couple of evenings fires for me. I did is take a photograph at the time but have not followed is up as I have not had a fire yet and it had slipped my mind until your request for a review. I was also not impressed by the two stickers on the side of the pallets that stated - MUST GO - and I did wonder whether I actually got what I had ordered.”

Posted 5 years ago

Hello, 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 5 years ago

“Very poor communication. When you do get an e-mail, the tone of it is one of annoyance with having been contacted with questions relating to your order. You are expected to contact the seller to arrange delivery rather than them contacting you, like everyone else selling on the internet does. Also beware of poor quality pieces of wood packed behind good pieces of wood, so everything looks good on the outside when you accept delivery. Bit dishonest, and very disappointing.”

Posted 5 years ago

Hello Martin, 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 5 years ago

“The delivery company do not provide suitable equipment to safely and efficiently deliver c1 tonne of logs. The driver really struggled and the handling process could be described, at best, as a very risky operation. The pallet lift is simply not wide enough to safely handle the crate. The HSE would be horrified to witness the procedure. With my help the delivery took the best part of 1/2 hour. I would not be prepared to buy again from Luxury Wood unless a more efficient and safer handling method was adopted. The quality of the logs appear acceptable but none have been used at this point in time.”

Posted 5 years ago

Thank you, Bryan. We are sorry we did not get a perfect rating from you this time, but glad everything worked out in the end. Your comments have been noted and will be discussed by our team.

Posted 5 years ago

“Like the last delivery, turned up on the wrong day, in fact 3-days later this time. West London is not exactly difficult to reach. Not particularly impressed with the oak logs; far to many small pieces. Understandable that there has to be a mix, but this batch was on the wrong side of too many. I don't intend to use the company again”

Posted 5 years ago

Hello David, 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 5 years ago

“Great product. Atrocious delivery, several split bags, driver didn't ring and left the pallet with 96x15 kg bags across the drive gateway, and my non-horsey husband couldn't get onto the drive 😡😡😡😡.”

Posted 5 years ago

Hello Adel, 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 5 years ago

“The quality of the logs are very good and give out a terrific heat!”

Posted 5 years ago

Hello, 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 5 years ago

“The oak logs I ordered were in general small in size and all logs were covered in bark I could have bought logs (not oak)for a 1/3 of your price.we will see if they burn well ? Regards Paul Wilkinson”

Posted 5 years ago

Hello Paul, 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 5 years ago

“Last year I bought a half crate of oak logs. They were excellent correctly split seasoned logs and I was prepared to pay the premium. This year I ordered a full crate of ash logs. When the crate arrived all looked good full split logs. However when the logs were unpacked the inner hidden layers contained many branch thinnings not what I thought I had bought. See photo”

Posted 5 years ago

Hello Leonard, 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 5 years ago

“Whilst the ordering process was very straightforward, there were 'problems' with the delivery (in live near Perth, Scotland). This is second time that similar problems have occurred. I contacted the Luxury Wood Company who promised to investigate the matter further and offered me discount on my next order. On a positive note, the quality of wood is excellent (burns very cleanly) and the logs on the pallet is certainly crammed in tightly.”

Posted 6 years ago

Dear Graeme, thank you for sharing your honest feedback with us! We've already taken steps into preventing similar situations from re-occurring. As you can appreciate, we're dependent on a subcontractor for our deliveries and we're trying our best to ensure a proper delivery to each and every customer. Please, don't hesitate to contact us on your next order so that we can assist you further.

Posted 6 years ago

“They turned up unannounced. As a pensioner, I knew I needed help to move 480 kilos 100m from the road so arranged for my neighbours to help, explaining it would be a pre arranged delivery. We carefully planned how the logs would be moved. Very fortunately they were in, although we hadn't made the necessary pre delivery arrangements. It was chaotic and stressful.”

Posted 6 years ago

Thank you! We are sorry we did not get a perfect rating from you this time, but glad everything worked out in the end. Your comments have been noted and will be discussed by our team.

Posted 6 years ago

“Our delivery arrived a day late. I cleared the snow from our 15 metre drive to facilitate large crate of logs to be delivered after being loaded on to LW'S pull along fork lift truck. However delivery cancelled due to snow. Next day I cleared the drive of snow as yesterday before my delivery came. The driver backed up the monster artic lorry to my gate. He got inside the back and valiantly got the full crate of oak logs onto the fork lift He then pulled the precariously balanced very heavy full crate to the tailgate of the lorry and commenced to lower the tailgate I looked up and decided I was standing to near to this wobbly load. Its a good job because the whole load fell down just missing me and my gatepost! Most unfortunate. I regularly order my logs from LW and this is the first time I have had any problem. i spent the next three hours loading the spilled logs into my wheelbarrow to take down my drive to my logstore (16 loads). This was my first order of oak logs but I shall be going back to the longer lasting ash ash.”

Posted 6 years ago

Hello Ken, 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 6 years ago

“Firstly the advertisement is misleading as the woman standing next to the crate with a raised hand must be about 4 feet tall or the picture has been photoshopped, albeit the dimensions provided were correct. In addition the wood was damp probably as a result of the product being stored outside and not being properly covered.”

Posted 6 years ago

Hello Lorick, 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 6 years ago

“While ordering and delivery were flawless, the actual logs were a bit of a disappointment with a good percentage of the 'logs' being little better than firewood. I don't think I'll be ordering again.”

Posted 6 years ago

Hello Eric, 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 6 years ago

“THE WOOD WAS NOT DRY ALTHOUGH WE PAID FOR KILN DRY OAK WOOD EVERYTIME WE HAVE PUT A LOG ON A HOT BURNING FIRE IT HAS KILLED THE FIRE SO NOT VERY HAPPY AT A PRICE OF £180 ODD POUNDS FOR HALF A LOAD.”

Posted 6 years ago

Hello Janet, 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 6 years ago

“Wood was poorly packed, lots of bark, lots of small pieces”

Posted 6 years ago

Hello, 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 6 years ago

“I bought the large crate of Birch logs. If your considering this purchase, you need to check the dimensions of the crate as the girl they use in the add must be very short. Also the pallet is not square as per a standard pallet it has the same width but is not as deep. The birch logs are not very thick so they burn through quite quickly. This is probably due to the type of wood though.”

Posted 6 years ago

Hello David, 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 6 years ago

“The delivery was cancelled twice as they told me they could not unload a pallet on the hill with one man. They should have looked this up earlier although previous pallet deliveries over the past three years has not been an issue. When the lorry eventually turned up the platform was faulty and they could not lower it and had to hand ball the packs off. The manager of the transport company was most unhelpful and refused to give me an estimated time of delivery so that I could arrange help to unload into my garden. I advised him I was an elderly person but he was not interested in being helpful. He told me he had not had advice that the delivery was on a hill and that he would not have taken the order if he had known, he was not very customer focused and almost made me feel responsible for the inconvenience. He did however in the end arrange a early delivery as I had requested to give me all day to unload them into my garden, it would have helped if he could have confirmed this so I could have organised some help.”

Posted 6 years ago

Hello Norma, 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 6 years ago

“I was disappointed with the quality of the wood it was dirty wet and was covered in mildew not really what one who expect with Kiln dried wood”

Posted 6 years ago

Hello Maureen, 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 6 years ago

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