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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

“Pallets were not the size stated on the website. Consequently they did not fit through my gate as they have done in previous years. As a result, rather than just transferring to wood to my log shed, I had to move every log twice into out of a wheel barrow. Made an absolute nonsense of ordering part of the load as bagged.”

Posted 2 years ago

“Communication with myself poor Communication between LWC and Pallex extremely poor Communication from Pallex re delivery details contradictory and more or less useless Goods not delivered within 10 days promised on website It was pure chance that I was at home when the delivery came This would have been a total nightmare if I had been working away from home.”

Posted 2 years ago

“On the day of delivery the driver was extremely unhelpful. He requested assistance on taking the load from his truck. As the only person in the house at that time was a young woman working from home. She explained she was on a call but that didn’t go down well with the driver. She asked if he required assistance on previous load deliveries to other customers and was a bit vague in his answer. I can’t understand this as previous companies we have ordered wood from we’re all trouble free and would go to any length to accommodate the customer. If this was one of your regular drivers then I will not be using your company again. Sorry can’t be a bit more positive but it was not a nice experience. Regards Brian Walker”

Posted 2 years ago

Dear Brian, I am sorry for the experience. I am 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

“It has been 3 weeks and I still have received my order”

Posted 2 years ago

Dear Carmel, I am sorry for the experience. We have been chasing your local delivery depot for several days now asking for an urgent update. I am 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.

Posted 2 years ago

“Put my order through at the start of September with a promised delivery within 5-15 days. 20 days later no contact so I chase only to receive an email saying 'logistics will be in touch'. Its now 25 days since order with no contact so would say don't bother ordering via this company!”

Posted 2 years ago

Dear Lisa, Our Logistics team is doing their best to complete all deliveries within the 15 working days time frame. We apologize that in your case you have experienced further delays. LWC Team

Posted 2 years ago

“The logs failed to arrive on three arranged days. I phoned pallex and informed them I could not accept delivery until October now and agreed a fourth delivery date. Pallex were informed I would not be home before and therefore unable to safely store the logs. The logs were then delivered on 14th Sept , a day during the period I am away. I then complained to you and today Sept 22nd Pallex collected the logs from my driveway my neighbour has informed me. So reimburse my Visa card or resupply a new batch in early October if you can stick to an arranged delivery day. Please note Vesi of luxury wood is dealing with this.”

Posted 2 years ago

Dear Nigel, We have collected the wrongly delivered pallet and as per our agreement/communication will deliver a brand new one on the desired date.

Posted 2 years ago

“Placed order on the 27th August 2021 for some oak sleepers it’s now the 17th September and still have not received my goods! I had to chase for an update and received a half hearted response stating that you had spoken to Logistics and I would receive a call. Still waiting for the call!!!!!”

Posted 2 years ago

“Only one star as we are still awaiting delivery. The one star rating is not a reflection of the quality of the product but is relating to delivery issues as we have not been updated as to the progress of this order. We finally had a call from the couriers yesterday 16th September to make an appointment to deliver.”

Posted 2 years ago

“I normally have a big crate of Ash logs but big crates were not available this year, so I bought a crate of Oak with the summer discount. I have never had such bad logs. They were full of moss and chips and they were all split really small which means they will burn too quickly. I will go elsewhere next year.”

Posted 2 years ago

“I am still waiting for my pergola. Not a problem yet but you took my money straight away.”

Posted 2 years ago

Dear Linda, As all of the pergolas are handmade on request the delivery times on our website are 7 weeks. Regards, LWC

Posted 2 years ago

“communication with customer is very poor”

Posted 2 years ago

Dear Raphael, The delivery time for the product you've ordered is 7 weeks as per our website and we only contact the receivers after we have a solid delivery date. Regards, LWC

Posted 2 years ago

“Probably the worst batch of wood we have received”

Posted 2 years ago

Dear Paul, We sell landscaping grade sleepers that can have all sorts of imperfections as per our website. If you would like to discuss this further please feel free to send us all the relevant information to support@luxurywood.co.uk

Posted 2 years ago

“I placed my order on the 30th January which included a £90 delivery charge. Disappointingly it is now 21/02/20 and I still haven't received my order or have delivery date despite all the items I ordered being in-stock. I have also been disappointed with the level of information provided regarding the delivery. No updates or tracking number provided.”

Posted 3 years ago

Hi Mark, Although we aim to deliver as quickly as possible the time frame for our oak sleepers and posts is between 5 and 15 working days. We are working on providing more accurate tracking but at the moment that option is not available.

Posted 3 years ago

“Hmm. I’ve been invited to give a review on my recent purchase. That’s rather difficult because the purchase was made 3 weeks ago and as yet I haven’t received the goods!! I appreciate we’re in strange times but Luxury Wood promise to deliver within that timescale. Following an email I have been promised I would receive my sleepers early next week. I hope that’s true to their word and that the product is of the best quality. We shall have to wait and see...”

Posted 3 years ago

Dear John, we were all put in a very difficult situation with the global pandemic and the new Brexit regulations. We did our best to deliver within our time frames. Sadly we were behind schedule. We hope you are enjoying the product though.

Posted 3 years ago

“See Trustpilot”

Posted 3 years ago

Dear Andrew, Please let us know how we can assist you. The official contact/complaint email address for our company is support@luxurywood.co.uk

Posted 3 years ago

“We’ve had quite a few deliveries from you and have always been very happy with your service and product but the last one was absolutely shocking. Firstly the delivery driver couldn’t get the pallet off his wagon and then just decided to dump it just (and I mean just) on the pavement completely blocking my entire drive. When I rang to complain as my wife and my 3 children had to hand ball the logs down my drive at about 6.30 in the dark as I had been called away with work you didn’t seem to care at all and said next time put a note on the order to say you need a lifter on the delivery. Customer service was none existent in my opinion”

Posted 3 years ago

Dear Chris, We are sorry for the unpleasant experience you had with our subcontractor. We have been in touch with them stressing the need to improve their delivery service.

Posted 3 years ago

“Was very very disappointed with the crate of logs you sold me. When I ordered them you told me that you had no class B crates available but the crate I got delivered it was obvious that the logs were not class A. I have had to re split at least 1/3 of the crate as the logs would have been to large for my log burner there was also rotten and over sized, in length, logs. I have been a customer of yours for a few years but unless we can sort out the cost of that crate I will be looking to buy elsewhere. I await your reply Thanking you Peter Long”

Posted 3 years ago

Dear Peter, We have been in touch with you and we hope that we were able to address your concerns the best possible way.

Posted 3 years ago

“We ordered on 1st Jan. Still not received it. Been on to customer services gone to wrong depot. Still no wood. VERY unimpressed with service.”

Posted 3 years ago

Dear Charles, We have chased the subcontractor and done all the necessary steps so you can receive the order. Unfortunately we can not control everything in transportation and the depots are prone to mistakes. Your order has been located and put on a premium delivery service.

Posted 3 years ago

“I ordered from this company in the past and when I received the logs they filled my log store and I had about 7 wheelbarrow loads extra. They have clearly made the crates a lot smaller to hold the logs but still charging the same price because the load I recently received would not even fill my log store. I have gone elsewhere and received a much bigger load than this company sold me and the other company was a bit cheaper for exactly the same wood. Will not be using this company again.”

Posted 3 years ago

Dear Clare, The size of the full crates we sell is 1.6 m3 stacked volume and 2.3 m3 loose as per our website. If you feel you have received less quantity please contact us on support@luxurywood.co.uk so we can look into the matter urgently.

Posted 3 years ago

“Should be zero stars. Upon arrival the first thing the driver said was ‘I’m gonna need your help’. He told me he couldn’t get the large crate of oak logs into my cart lodge (like every other company seems to be able to do) because he only had a manual trolley jack. He told me he’d leave it on the drive and I’d have to stack it myself. After a long conversation I told him to take it back. He eventually reversed his lorry in (grumbling all the way) and asked me to stand under the crate and steady it whilst he lowered the tailgate!! Seriously, stand under a ton of oak logs!! I’m not sure he found my response helpful. I asked him what he’d have done had I been a pensioner to which he huffed ‘I’d have had to take it back’. After nearly an hour it was in place, not before nearly ripping the cart lodge guttering off with the lorry door. Every other company I’ve used takes 5 mins. I’d estimate one third of the crate was only good for kindling, the rest mediocre. Never again.”

Posted 3 years ago

Dear customer, We are sorry for the negative experience you had with our subcontractor Pallex. Please contact us on support@luxurywood.co.uk with full details so we can raise the issue with the pallet network management and make sure you do not have to go through the same problems again.

Posted 3 years ago

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