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

“The wood is great, dry and well stacked. This is a repeat purchase. However their communication lets them down badly. We got no notification that the order had been despatched, and a message from the delivery company to say they were on the way arrived AFTER the delivery. As a result we weren't prepared for its arrival. Every other company I order from has an automated email and usually SMS as well to say that your order has been despatched. It's a shame because it made the whole delivery very stressful.”

Posted 2 years ago

Dear customer, Pallex offers the same text message and email notification service however it is new and apparently not perfect. All of the problems within the Logistics Industry have led to severe drop in quality of the service and their customer support. I hope the industry will recover soon and will go back to their previous standards. LWC Team

Posted 2 years ago

“I did email yourself about the haulage company that was delivering my logs , which you just ignored I do appreciate the current situation about HGV drivers etc however it was getting frustrated when I had to stay at home for three days waiting for the consignment to arrive . It was difficult to just to find out any information. The haulage company could only tell me the consignment was out for delivery no details other than that . Finally on the the third day the consignment the consignment turned up about 4pm . All I wanted in the whole process was to be informed and up dated . I did attempt to phone the Luxury Wood , after several attempts I gave up . I could hear the line ringing out but no one was picking .up Therefore reference the question below “ how did the company reply to my query” is quite frankly a joke , there is no tick box to say they never got back to me . Overall because of this I have scored only 3 Stars out of five ,”

Posted 2 years ago

Dear customer, We are sorry for the experience. We are afraid that the Logistics industry has been affected lately by a lot and they all struggle with driver and fuel shortages and increased volumes. This has led to severe drop in quality of the service and their customer support. I hope the industry will recover soon and will go back to their previous standards. LWC Team

Posted 2 years ago

“I was not expecting so called ‘luxury wood’ to be full of mould, fungi and wood rot.. overall not happy with the quality of the wood”

Posted 2 years ago

Hello Karl, 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 so we can proceed.

Posted 2 years ago

“We would like yo know when we can expect delivery asap”

Posted 2 years ago

“Service ordering and delivery were spot on. The 75x75mm oak posts I ordered were good and I’d order them again. The 200x50mm oak planks I ordered were however not very good. Several were rotting along the edges but my main issue was the inconsistency of their thickness - some being under and some being over the specified 50mm, with some varying significantly within their length. A not insignificant number of the 28 planks I ordered were also bowed in their length. I bought the posts and planks to construct some raised planters - the irregularities in the planks made it very difficult to set them square and plumb and I’ve had to take my planer to some of the corners to get a half decent external corner”

Posted 2 years ago

“I'll let you know when I have burnt the wood”

Posted 2 years ago

“Good quality wood as always, delivery company not so good no contact just turned up unannounced one day but fortunately someone at home. You should look after your regular customers I’ve ordered at least five years on the trot and never been offered a loyalty discount for frequent purchases 🤔🤔”

Posted 2 years ago

“The wood was great, just what I wanted. The customer service was dreadful. The call handler I spoke to couldn't have cared less about my enquiry. The company uses pallex for delivery, and they were even worse.”

Posted 2 years ago

Dear Jez, Thank you for your feedback. We will do our best to improve our service.

Posted 2 years ago

“Wood is top quality. Delivery was a bit of a nightmare. Wife took 3 days off work because transport company booked delivery than never showed up.”

Posted 2 years ago

Dear customer, We apologise for the bad delivery experience you had with Pallex and will remind them of the quality they should provide.

Posted 2 years ago

“The Luxury Wood Company is very good and professional. The delivery company they use are useless and unprofessional. Agreed a date with the delivery company - the morning of the delivery day I had a text to say that "logs would not be delivered due to delivery issues but would be there the next day". Waited in again and phoned them at about 3 p.m. to find out when they would be delivered. Delivery company said "would not be delivered today". I stated that it was not very professional to keep someone waiting all day any not inform them that there would be no delivery - they said "yes I know". When I asked when logs would be delivered they stated "no idea". I then phoned Luxury Wood and they arranged to have the logs delivered the next day - they did arrive.”

Posted 2 years ago

Dear Jeffery, We apologize for the unpleasant delivery experience you had with our subcontractor. We have passed your comments to them and hope that the next time they will provide the service we pay for.

Posted 2 years ago

“Full expectation of wood being fine when it actually arrives. First delivery appeared with no means of offloading pallet, return promised for following day but didn't arrive having stayed in to meet it, third attempt was today without warning when we weren't in. Haven't been offered a practical date for receipt yet. Staff very pleasant but expectation of delivery to an occupied house in August without communication of a delivery plan appears a bit naive at best Lack of communication from your courier is letting down what is usually a rapid service.”

Posted 2 years ago

“Very good delivery driver was very friendly fire wood looked good I will finish review when I have used it Tony.”

Posted 2 years ago

“Pallet containing wood was of poor quality and falling apart when delivered making further moves of the pallet difficult.”

Posted 2 years ago

Dear customer, We apologize for the experience you had. We have passed your feedback to our warehouse members for consideration. Regards, LWC

Posted 2 years ago

“Engagement with the luxury wood team was really good by both email and phone. However the wood delivered (150mm square oak posts), we're not cut anywhere near square (essentially parallelogram shaped) and we're not at all uniform (dimensions varied considerably from the 150mm × 150mm). I needed the posts to fit in metal post holders and 2 of 4 ordered would not fit. Luxury Wood did not quibble and replaced the 2 posts within a few days. The new posts were a better shape, but still significantly oversize and wouldn't fit in the metal post holders. Good service, but if you need the wood to be reasonably accurately sized then perhaps look elsewhere.”

Posted 2 years ago

“Good things - quality of the wood & actual delivery & delivery driver was excellent Poor things - 3week lead time not clear from start & logistics - changed date of delivery in afternoon of when originally being delivered - which was very frustrating”

Posted 2 years ago

Hi Paul, We aim to complete all deliveries within the 15 working days period and update the customers of all delays that can happen during transit. We apologize that we have disappointed you and will do our best to perform better the next time you place an order with us.

Posted 2 years ago

“Wood is great, good size. Only problem that after ordering I received no information about delivery. So unfortunately we were not home when it was delivered and therefore left in front of the garage and made it difficult for placing in correct place. Palatte was broken. Cannot answer who delivered but assume it was courier.”

Posted 2 years ago

“The ordering process was quick and easy, the delivery slot wasn’t sorted out particularly quickly, and when you order it would seem that you will always need to over estimate the amount of wood you will require since around 3 sleepers of my 20 sleeper order where either poorly cut or unusable due to splits etc which then makes the order as expensive or more expensive than ordering locally since the delivery charge at £99 is expensive”

Posted 2 years ago

“The wood is great but arrived unannounced on the doorstep at a totally inconvenient time and day after me requesting that they rang prior to delivery so that access could be arranged. This caused a lot of inconvenience and stress.”

Posted 2 years ago

“This is the third load of wood from Luxury Wood. Whilst the ash was dry and delivery very good I notice the sizes of logs are smaller. I would say 40% very small and some almost kindling. Even the bigger logs are smaller than previous loads. hence 3 out of 5 this time.”

Posted 2 years ago

“I am very disappointed in the quality of the last delivery of ash I received, the logs in general were of a very small size approximately 50 to 70 mm. in diameter. Usually the quality and size of the logs is very good but not this time. If necessary I can forward pictures.”

Posted 2 years ago

Hello 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. Please contact us on support@luxurywood.co.uk providing some pictures and order details.

Posted 2 years ago

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