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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

“The delivery turned up without notice while my wife was home on her own. The driver struggled for half an hour to get the pallet off the lorry which was blocking our cul de sac. When he finally got it off he left it in the road as he couldn't move it to the footpath”

Posted 3 years ago

“Great product, delivery service is appalling, I’m still waiting”

Posted 3 years ago

“The quality not as good as I expected 3 out of the 6 2.4 oak sleepers significantly bowed of which one was bowed on 2 directions. Of the 12 1.2 sleepers 4 where severely cracked. I have just about managed to complete 2 raised beds but not a good job. 2 of the 2.4 sleepers have not been used. I would not buy from The Luxury Wood Company again.”

Posted 3 years ago

Dear Peter, We are always happy to assist with any complaints if we are contacted in advance via our customer support line or via email. I apologise for your experience with our products.

Posted 3 years ago

“Logs for the past three deliveries were very small in section. This for me means they burn up very quickly representing poor value for money. Over the past three years your logs have got much smaller, pitty!”

Posted 3 years ago

“Not overly impressed if I’m being honest. For starters the sleepers should have been delivered on a truck with a crane so I could have them put over my wall exactly where I wanted them. This is stated on there website. Instead they came on a massive lorry with a forklift. That meant I had to put them on my drive and move them 70 meters to where I wanted them. It’s not fun moving 55 off 125 x 225 x 2.4 meter oak sleepers! The quality is rubbish as far as I’m concerned, I had 3 sleepers that were completely rotten, big holes all the way through them. Then the sizes were all over the place, no good when trying to build a nice supporting wall laying them flat. I had ones that were 140mm thick one end and 120mm the other. 220mm widths to 245mm. None of the ends were square so had to square all the ends up. I had to plane pretty much all of them to get them to fit due to all the thickness’s being out. I wasn’t expecting them to be perfect as they are landscape grade, but some sort of consistency would have been nice. They were the cheapest I could see, maybe that’s the issue. Pay cheap and get worse quality. Wish I used a local company now that was slightly more expensive but the quality is better. I won’t use this company again unfortunately. Probably fine if you don’t care about the size issue, but not for me.”

The Luxury Wood Company 2 star review on 1st June 2020

Posted 3 years ago

“I have not received my order yet could someone please contact me asap”

Posted 3 years ago

“Driver refused to put the pallet on the drive, never mind the garage. Left it on the pavement, I had to move it all by hand log by log. Not happy.”

Posted 3 years ago

Dear James, Usually the drivers try to accommodate the customers the best they can although the official service they provide is kerbside only The reason the driver refused at the moment is the current situation with the pandemic and the instructions for social distancing.

Posted 3 years ago

“Buying horse manure online can be tricky because it's difficult in advance to tell the ratio of bedding to manure. Some bedding is of course to be expected but I think your 'horse manure' is closer to a mulch, because of the the very large amount of bedding in the form of wood shavings, which are anyway only partially composted. Here and there it was possible to discern some horse manure. But in my opinion not enough for you ethically sell thewhole product under that title.”

Posted 3 years ago

“Delivery and ordering were great. Very disappointed in the end product as the compost was mostly wood chip. Ok for mulch but little else unfortunately.”

Posted 4 years ago

“We have been buying kiln dried ash logs from the Luxury Wood Company since we had two wood burning stoves installed in 2016. When the last crate arrived at our house the week before last, the lorry driver was unable to offload the crate outside our house, on the kerbside - the kerbside is on a slight gradient and he wasn’t able to pull the pump truck with the crate on top onto the tail gate of the lorry. He asked me to help him push but I declined, because of the need to maintain social distancing during the coronavirus pandemic. He therefore returned to his depot with the crate of ,logs still on the lorry. The following day I emailed Vesi at the Luxury Wood Company but she was unable to help - she was unable to use a different delivery lorry so there was no solution. I had a number of exchanges of emails with Vesi and she was always courteous and replied very promptly every time. We have subsequently had a delivery of logs from White Horse Energy, the lorry driver had an electrically assisted pump truck and was able to off load the crate of logs at our kerbside very swiftly and easily. I would urge the Luxury Wood Company to use a different delivery company, one that has electrically powered pump trucks. In the past we have always had excellent wood from the Luxury Wood Company and I’m very sorry that we had a poor experience this time. Roger Cottrell, Kenninghall, Norfolk NR16 2EN”

Posted 4 years ago

“Product is great. Customer service and communication is awful.”

Posted 4 years ago

“I made an experiment by buying press wood heat logs in winter. The logs come in 5x poly wraps but although well wrapped on a pallet they took in moisture and fell apart about 30% of them. The good heat logs needed to be broken in half as the heat output and rate of fire was too much. For some large burners these may be fine but our small stove found them too hot. If bought and stored very dry in summer perhaps the falling about may not happen. I will only by logs in future...experiment failed. Sorry!”

Posted 4 years ago

“This is the second delivery i have taken within the past 9 months and the wood is of of variable quality in terms of dampness - creating smoke and smells in the room. This appears a downward trend”

Posted 4 years ago

“2 star on this occasion. You have had just short of £750 from me for 3 pallets and this most recent one is a shocker. You must have found the smallest pieces of Oak and loaded them up for me!! Terrible pallet. Far too much competition around to stay with one who pulls this nonsense. Adobos.”

Posted 4 years ago

“This is the second year in a row that I have had sub standard logs. There is no way that the moisture content is below 20%. You can actually hear them hissing as the water evaporates. Very disappointing, they need to get on top of their quality control. I will not be using this company again.”

Posted 4 years ago

“The driver was extremely difficult and refused to help in any way at all, he needs to be trained on how to use a pump truck! I have a smooth side at my pavement rather than a step and double opening gates and he was still trying to put it curb side! I have ordered wood no less than 15 times before with drivers using manual and electric pumps and have never had this problem before, unfortunately I won’t be ordering again just in case I get the same driver, previous drivers from yourselves have been great”

Posted 4 years ago

“The crate when it arrived was broken, this raises a health and safety issue to your customers. 50% of the logs were just a step up from kindling. only about 15% of the logs were of a size larger than 3 inch by 3 inch. Wood burns well but very poor value for money.”

Posted 4 years ago

Hello Jim, 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 have used (and recommended to others)The Luxury Wood Company for some time now. However on this occasion I was disappointed with the quality of the wood supplied. Many of the logs were small and split and almost just slivers of wood and bark, more akin to kindling rather than substantial logs. I wonder if inadvertently I have been supplied with the cheaper grade two version of the product??? This was certainly an inferior offering and will make me seriously consider my options the next time I purchase my kiln dried logs. SG”

Posted 4 years ago

Hello Sion, 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

“Wood - excellent as always, nicely packed great wood..... However!!!! Delivery was an absolute nightmare. Was promised delivery on the first Friday, nothing, no show no phone call nothing. Called up and was promised by the next Friday AM delivery.... no show again. Then called three times Friday afternoon and could not get through, waited 15 minutes on each occasion to get an answerphone, left a message 3 times and no one answered. Final (fourth call) after no one called me back to get a message saying the "office is now closed until the Monday morning". Logs finally showed up around one month after delivery. Received a credit note for some compensation which was appreciated, but not received, 2 weeks and counting, not sure if it will show up or not? I'm sorry to leave this review, but I was asked what my opinion is and I can only report as per the facts. Shame - been using Luxury Wood for years, but it's gone down hill for some reason? Summary. Great product. But nightmare logistics and customer service in terms of answering the phone.”

Posted 4 years ago

“This review relates to my recently delivery of KG Premium Wood pellet: The pellets themselves looked to be EN A1 compliant in that there were few long pellets and the bagging was sufficiently robust. However, on arrival, there was a significant loss of pellets caused by poor handling i.e. 4 bags on the pallet corners were torn but, worse still, another 5 bags on the bottom layer were torn because of the flimsy pallet used; it flexed excessively when lifted by the forklift. Finally, the bags had no recycling information. I would have hoped for an LD4 symbol?”

Posted 4 years ago

Dear Andrew, 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