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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

“We were told the delivery was due to arrive between 9-5on Friday Dec 20th and never came. Called at 5pm and office closed. at 5:30 received a call from the delivery company to re-arrange for next day at midday thus we arrange for someone to turn up at that time. The driver turned up at 09:30am instead without warning and left a ton of pallets outside the locked premises on a rainy day. Not on and totally unprofessional.”

Posted 4 years ago

Dear Andreina, 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

“The company was fine. The delivery arrangements very poor”

Posted 4 years ago

Dear Francis, 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

Hello Francis, 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

“The crates are smaller this year”

Posted 4 years ago

Hello Terry, 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

Hello Terry, 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

“Two assignments of logs from the Luxury Wood Company delivery was late, The courier said I was not in as they passed by our door. both courier and the Luxury Wood Company assured me they would not let me down, both closed their communications before 5pm. When complained about this service they awarded £30 of my next delivery. When the next delivery came it was the worst grade with 2/3 small logs. At that point I stopped doing business with them and asked to be removed from their customers.”

Posted 4 years ago

Dear James, 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. If you would like to give us another chance please contact us on support@luxurywood.co.uk.

Posted 4 years ago

“I was extremely dissapointed at the delivery of the wood. The carrier company driver was told explicitly by me to stay on the gravel road within my farm and he failed to do so, getting his lorry stuck in the mud which then took 5 hours to remove, by which time my ground was completely turned over and one manhole cover pulled out of the ground. He did not drop the wood off but then proceeded to tell me that it was road side delivery only and he left the pallett outside my gate at the end of this long episode which meant that I had to spend the entire following day lifting the wood out of the pallett onto my very small trailer and depositing it in my barn.”

Posted 4 years ago

Hello Carol, 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 4 years ago

“Kiln dried logs very poorly cut. Lots were enormous, split in different places, stumps included and will be very difficult to use an axe on to make a more appropriate size for wood burner. Very disappointed.”

Posted 4 years ago

Hello Dave, 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

“I asked for quick deliver as I have two babies at home it took 6 days, I specified a 7.5 ton delivery truck they sent an 18 ton truck, not possible to reverse down the drive meaning it then took me 2.5 hours to move it with a wheel barrow, then found 6 bags torn and pellets soaked in the rain. Too fuming to email and complain but this is the very last time I will use this company, Mark in Derbyshire”

Posted 5 years ago

Hello Mark, 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 ordering and delivery was fine but the wood that arrived was damp and although had been kiln dried at some point, it had obviously been left outside for a period of time before being sent to us. The wood wouldn't burn so we are now left with wood that cost nearly £200 that won't heat our home. We contacted Luxury Wood who asked us to send them damp readings. We don't have a damp meter and believe that they should have offered a refund/partial refund regardless. This was the first time we have used Luxury Wood as our usual supplier wasn't able to deliver for 4 weeks. We will not be using them again.”

Posted 5 years ago

Dear Sharon, thank you for sharing your honest feedback! We have asked you to provide us with moisture reading of some the logs so that we have any sort of evidence and take the matter further in terms of putting things right for you. We haven't received any photos, moisture readings or etc. thus far, hence why we are not able to assist any further until the above are provided. If there's anything else we can assist you with - we remain at your disposal.

Posted 5 years ago

“To many small logs in my last delivery”

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

“I ordered a mixed pallet of logs,beech and birch. I received one pallet of the same logs in Orange bags,Some of the logs are also not quite the required log size. I had no idea when the the pallet was arriving as had no delivery date and no phone call to arrange delivery or a date. Last time I had a pallet I did get different coloured bags but they didn’t match the coloured bags on the internet. The website is also really hard to use as well when you get to the payment page.”

Posted 5 years ago

Hello Yvonne, 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

“Extremely disappointed with quality of wood. I purchased supersize bulk bag of kiln dried Ash. Good service, efficient delivery but the wood is dreadful. Does not burn well, need vents on stove open permanently to maintain any type of flame - and still struggles to get to temperature. Definitely not only Ash - received a mix of wood. Won’t be buying from here again - cheaper than Certainly Wood but absolutely no comparison in terms of quality.”

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

“Expensive and delivery costs to Aberdeen is outrageous”

Posted 5 years ago

Hello Iain, 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

“So far very disappointed. Still waiting for my delivery of logs and coal, almost 3 weeks after ordering And paying a lot of money!! The Luxury Wood Company needs to change their delivery company. The one you're currently using is useless!! Not happy and won't be ordering from you again nor recommend you to anyone.”

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

“Lots of very small bits NOT LOGS !!!!! Only few decent sized logs in it . Lots of moss covered too. Will go back to my normal local coal merchants supply of kiln dried logs which are top quality & only £20 more for full size pallet.”

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

“Waited in all day yesterday for delivery which didn't arrive. Called delivery company on their contact number but got no answer. E mailed Luxury Wood Company and awaiting response. Very Poor Service”

Posted 5 years ago

Hello Simon, 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

“Communication seems to be an issue with them. They want everything done on the web. Wouldn't take an order for a sample pack to trial as it was out of stock and then it had to be done on-line. Had to wait for an email to say back in stock before an order could be taken. I've sampled another UK suppliers product that is just as good if not better and ordered a one tonne pallet by phone with an agreed delivery date. No messing around with a web site that invariably goes wrong!”

Posted 6 years ago

Dear customer, We have not received any communication or attempts for such by yourself. We have a team ready to assist every day during the week, available to you or any other customer from as early as 8AM to as late as 5PM. We are reachable via chat, phone or email, but even leaving a note on an order is enough for our team to make sure you are taken good care of! We are sorry to hear that the item you were looking to purchase was out of stock at the time, we have decided to differ from most companies and not offer to take orders on items we do not physically have in stock to avoid misleading customers regarding delivery times. On the positive side, we are very quick to deliver once an item is back in stock and we rarely have items out of stock thanks to our amazing supply and warehouse team! We believe our website has great technology to offer, which allows us to inform you when the item you desired to purchase is back in stock and also to make it convenient for you to order as soon as it is available without any delays. So far our customers love this function and is widely used! We hope that you will be willing to give us a real chance to prove that our services are indeed 5 stars. We feel that the one star rating does not match the service level we have provided and we are hoping that next time you will be able to rate our full potential by ordering a pallet, rather than rating us on a small sampler delivered quickly and promptly without hassle. Kind regards, LWC Team

Posted 6 years ago

“I have had logs from your company previously and been very happy with the size and quality. This time the logs are very small, some so small it is almost like kindling. Really disappoint as people have commented in the past about the quality of wood in our basket st Home. At least 3 friends have used the luxury wood company on our recommendation.”

Posted 6 years ago

Hello Gerald, 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 purchased the 12 INCH FIRE TONGS for £15 so called Strong steel fire tongs and received what can best be described as the Christmas cracker version. Utter rubbish.”

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

“Will not use again”

Posted 6 years ago

Hello Elvara, 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

“Logs were not kiln dried/seasoned and far too wet to burn, very very disappointed ????”

Posted 6 years ago

Dear Simon, We were not aware of any problems with your order. A member of our team has contacted you to look into this for you. We will make sure to resolve any issues if the logs have arrived in a condition other than the advertised. We are looking forward to hear from you.

Posted 6 years ago

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