The Luxury Wood Company Reviews

Name: The Luxury Wood Company
Address: Manor Business Park Darlton Rd, East Drayton
Rating: 4.53

4.5 Rating 4,816 Reviews

88 %

of reviewers recommend The Luxury Wood Company

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

143

Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Very poor delivery service. Logs left and blocked road. No response from You.”

Helpful Report

Posted 6 years ago

Hello Charlie, 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 courier couldn’t deliver on “their “ agreed day so had to take more time out of my self employed day to help unload from the lorry as they never send a drivers mate even though he couldn’t unload a full crate alone. The full crate of birch is of very poor quality, I could live with it being very dirty if it actually burnt well, which it doesn’t,usually the birch burns without any vents on my log burner opened but this crate needs to have both top and bottom air vents open just to get a poor burn.Very disappointing for something that’s gets more expensive for less quantity seemingly each delivery.”

Helpful Report

Posted 6 years ago

Hello Peter, 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

“Having the 1st delivery aborted as the delivery truck was out of power and then told I would be charged £85! The 2nd delivery was left outside a neighbours house in front of their garage which necessitated having to manually move 960kg of wood very quickly. so in summary not very impressed in the end”

Helpful Report

Posted 6 years ago

Dear Kevin, 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

“Nothing wrong with the logs, however the delivery went from 4 days to 10!!! The delivery co: had no records...... When the logs were eventually delivered the were left by a very rude and aggressive driver, who went out of his way to be obstructive and paid no heed to my requests, not only were they six days late, but they were due to be delivered in the AM which I was informed meant " between 1pm and 3pm, now as far as I am concerned (and I am sure the majority of the British public) AM means ante meridian and PM means post meridium( afternoon) please sort out your deliveries I.e. Time promised to the client and NOT the time most convenient to your driver as it was I'm my case. May I add that the last delivery I had was first class, on time with a very helpful driver.”

Helpful Report

Posted 6 years ago

Hello Raymond, 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 has contacted you and will deal with this as a matter of priority!

Posted 6 years ago

“This is the third year I have purchased kiln dried ash nets (70). No problems previously. However, this time, there is a considerable amount of small cut wood, so small it is not much bigger than kindling and more is being revealed as I work my way into the middle of the load. The latest net had two pieces which were of reasonable size but the rest was Very small. This is apparent in many of the nets , some looking to be around 75% small pieces. These pieces burn too fast to be of any good use. Very disappointed.”

Helpful Report

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

“Ordered wood for my elderly mum (she’s 80) and was told to expect it on a certain day between certain times so she waited in but it didn’t arrive, no phone call to say why. Then delivery turned up at 7.30 am the next say, no prior warning, while she was having a shower. She had to get out, dripping wet, to take the delivery. As well as the obvious issues, that time in the morning is too early to make deliveries especially unannounced.”

Helpful Report

Posted 6 years ago

Dear Gary, We are sorry to hear about your experience with our delivery partner, a member of our team has emailed you to investigate that for you. Be assured that we will do our best to ensure that this never happens again.

Posted 6 years ago

“Delivery. 1)Despite ordering the compost on a Saturday, and then being told it would arrive on the following Monday, it actually turned up on the Tuesday. 10 days after order far exceeds their started delivery times. 2) When it did arrive (no advance call despite the request), it was delivered using equipment absolutely not fit for the task. The pallet lifter got stuck completely on the gravel, so WE - yes my mother and I had to help off-load it! - had to 'tip' it off the pallet and leave it where it landed. Shifting 1.4m3 of compost is no small effort! Because this was then blocking my drive, we then had to very quickly shovel it out of the 2 bags: a stressful and overly physical situation which caused my mother, to actually require medical attention subsequently. The only reason I din't rate very poor was because the quality of the compost was good. But I ABSOLUTELY WOULD NOT ORDER THROUGH THESE PEOPLE AGAIN!”

Helpful Report

Posted 6 years ago

Dear Sophia, We deeply apologise for the inconvenience caused, we were not aware of any issues with your delivery. We have sent you an email to investigate that.

Posted 6 years ago

“"Prompt delivery " but I did not receive a telephone call to advise the date of delivery despite an assurance from customer service that I would receive a call. The crate was just left in my driveway.”

Helpful Report

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

“Poor delivery given to us.”

Helpful Report

Posted 6 years ago

Dear Thomas, We are aware of the issues you have experienced with your order not arriving on the booked in date due to vehicle break down, as far as we are aware one of our customer support representatives has dealt with that and re-arranged for suitable date and the depot delivered on that date. We do apologise for this occasion and we would like to assure you that this was caused due to vehicle break down and will likely not be a problem you face with any future orders. If you would prefer, we would be happy to organise and monitor your future deliveries from us.

Posted 6 years ago

“Ordering fine. Delivery very poor - no date provided - delivery driver dropped pallet on side blocking neighbours drive. Wife and I had to drop everything to move 2.5 tons of wood out the way. Driver blamed you and left.”

Helpful Report

Posted 6 years ago

Dear Richard, We are sorry to hear that your delivery arrived without a prior book-in, one of our agents is investigating this and will get back to you shortly.

Posted 6 years ago

“Yet to receive the goods”

Helpful Report

Posted 6 years ago

Dear Anthony, Our driver attempted a delivery but could not locate the property, upon ringing the phone number provided he was redirected to voice mail. A member of our team has sent you an email to advise and to re-schedule for you.

Posted 6 years ago

“Second order from this company. Fairly good product let down by a poor delivery experience twice and won't be ordering again. Both times I had to chase to find out if the delivery was booked and when for. Then again on both times I had to double chase the delivery company when they missed their slot. Finally, on both occasions they struggles to get the load off the truck and suggested just dumping it on the drive despite that not being the service we paid for, incidentally the web site says to explicitly NOT leave briquettes outside. So after a lot of chasing and then discussion with delivery driver we eventually get our product, but it's a cowboy service at best.”

Helpful Report

Posted 6 years ago

Dear customer, Thank you for your feedback, we feel let down by the depot in your area on this occasion. A member of our team has emailed you to follow up on that, we are looking into resolving this for your future orders. Please check your inbox for further comments.

Posted 6 years ago

“Wood is a good quality dry and ready to burn but for the second time the delivery was a farce, no notice that the wood was being delivered just turned up and then I had to get my son to come over and get the wood onto my drive, the first delivery man could not even pull the pallet out of the back of the lorry. Good wood poor delivery service”

Helpful Report

Posted 7 years ago

Dear Christopher, we are sorry to hear about the inconveniences you have experienced during the delivery of your order, our team was not aware of any issues with your order. A member of our team will contact you shortly to look into this for you.

Posted 7 years ago

“Not necessarily blaming the supplier here, perhaps more the delivery company? We made notes about access to our farm requesting a 7 ton vehicle. This was totally ignored. The pallet full of wood was droped at the bottom of our track 200 meters away from our barn, because a large truck was sent instead! Needless to say I was not happy and may not re-order as carting a load of wood with a wheel barrow that far is far from easy when you have a bad back !! We also made clear instructions for the driver to find us, whish was not passed on, driver struggled to find us as he was not given the instruction. Poor on shipping, otherwise good quality wood.”

Helpful Report

Posted 7 years ago

Hello Daniel, 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 7 years ago

“THE COMPANY HAVE SNEAKILY MADE CRATES SMALLER WILL PROBABLY NOT NOW USE”

Helpful Report

Posted 7 years ago

Dear Dave, We have changed the size of the crates back in summer 2016, with that we have decreased the price and changed the name of the product. This was needed as residential deliveries require small lorries - 7.5T, however the tail lift of these vehicles could hardly take the weight of our previous crate causing a lot of troubles with deliveries and compromising health and safety regulations. We have changed the size to a more suitable and safe for deliveries crate and decreased the price to match the change. We do hope that you will understand our reasoning and remain our customer. I have contacted you over an email to further explain this.

Posted 7 years ago

“The wood we received this time round is a poor quality compared to the previous orders. The wood puts off a lot of smoke and doesn't burn effectivlty. Previous orders have been fantastic. Disappointed”

Helpful Report

Posted 7 years ago

Dear Graham, We are sorry to hear that you were not happy with the product received this time, a member of our team will contact you shortly to investigate.

Posted 7 years ago

“The quality of wood is excellent however the delivery did not show on the day booked. This is the second time this has happened. As a self employed person I have lost two days work. I will not be using luxury wood company again.”

Helpful Report

Posted 7 years ago

Dear Steven, We apologise for any inconvenience caused by our delivery partner. A member of our team has contacted you to follow up on that, we do hope that you will give us another chance, as we will put all the effort needed to make your next experience with us a lot more positive.

Posted 7 years ago

“Not happy. Luxury logs literally dumped on my driveway! Plus the crate size is smaller 😓”

Helpful Report

Posted 7 years ago

“The product is great, but the delivery experience is terrible. Please revise your delivery contracts”

Helpful Report

Posted 7 years ago

Dear Paul, We were not aware of any problems with your delivery, a member of our team will contact you shortly to find out more about this.

Posted 7 years ago

“The load had been re-packed on to two pallets, it was at an angle when delivered and so we were unable to have it wheeled directly into the pellet shelter that we have built for it. In fact we had to undo the load and re-stack it because it was not stable, the delivery person nearly lost the load when unloading it. Also three split bags in amongst the load.”

Helpful Report

Posted 7 years ago

Dear Owena, A member of our team has been trying to get in touch with you via email, but we are unable due to spam filters. Please drop us an email as we would like to look into this for you.

Posted 7 years ago

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