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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 kiln dried is very good but they don’t give regular customers any perks when returning plus delivery was with no advance notice so could do some things better if you want to use the word “luxury””

Posted 3 years ago

“Great price for the product and delivery was within the confirmed timeframe. The delivery driver was great and the website easy to use. However I felt the lady who answered the phone and emails let the service down as she came across a little abrupt and condescending (this may not have intended but came across as rude). This did make me question my purchase. Happy with the product once it was delivered, due to the quality of the product and the driver who acted both professional and friendly.”

Posted 3 years ago

“Item purchased very good and contact with company excellent, but seriously let down by delivery of wood crate. Two delivery days cancelled, both on the evening of the delivery day one at 6.40 pm, the third delivery did not take place until 5.50 pm. We had to wait in for three days for the delivery, this is not acceptable to us.”

Posted 3 years ago

“Very good product. Not at all impressed by the delivery, it took 3 attempts to get a man who knew what he was doing & had the correct equipment to unload the large pallet, but the third one successful.”

Posted 3 years ago

“No delivery or contact for 8 days after payment I had to ask for information, delivery was good and pallet was better than competitors but quantity is not as much as my usual supplier. Log store 3/4 full when it usually tops out . Pity as I was looking for a better supplier but made my old supplier look good.”

Posted 3 years ago

“The pellets are fine, however the delivery took longer than stated, I didn't receive an email on the date they were delivered and the top bags were broken, this was recorded on the delivery note but, no one thought it was important enough to apologise or offer replacement.”

Posted 3 years ago

Dear Deborah, We are sorry for the issues you experienced. Lately the delays were longer than expected as we have informed you via email. We haven't received any communication regarding the damaged product. All complaints should be filed through support@luxurywood.co.uk in order to receive a quick response.

Posted 3 years ago

“The product and service was good. However the haulier Cartwright Brothers of Lincoln refused to drive down the drive to the house. This is the first time in over 30 years living with long drives that a lorry has refused. Larger and heavier loads have driven down. I accept that kerb side may be your terms, as is usual, but for the first time ever they would not come down the drive.”

Posted 3 years ago

“When I order logs that’s what I expected but not this time very disappointed in the middle off the pallet was just kindling so small you could light the fire with it it’s unlikely that I will order again from this company.”

Posted 3 years ago

Hello David, 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 process the complaint as a matter of urgency.

Posted 3 years ago

“We chased the delivery after two weeks as we had heard nothing. We were promised the delivery that day (a Friday) between 2pm and 6pm but it never turned up. We then chased it again on the Monday and were promised delivery between 4pm and 5pm but it didn't turn up so we called just before 5pm and were on hold for 15 mins and then received an automated message saying that the office was closed. We then chased it again the next day and eventually received the delivery an hour after it was promised on that day. Other companies enable you to pick a delivery day and actually deliver so we believe The Luxury Wood Co need to improve their logistics before we would order from them again.”

Posted 3 years ago

“Quality of Oak sleepers was very good, ordering smooth and delivery on time well within timeframe stipulated. However delivery arrived without any communication saying time and date. At 6pm whilst on my evening walk I received a phone call from the delivery driver that he was outside the house.”

Posted 3 years ago

Dear customer, We are sorry for the issue. We aim to pre-advise delivery dates and give ETAs to all of our customers. We are glad you are happy with the product received.

Posted 3 years ago

“The quality of the wood cannot be faulted but two things that would have been good would have been if they had let me know when the delivery was going to take place (not the specific time but just the day!). This was especially important as the drive had a pallet mover that was clearly designed for smooth concrete and not a grave driveway so the pallet had to be left on the roadside all day until my husband came home from work and then had to unload it/move it manually. So my second point is please get a device that can move the heavy pallet on gravel as I'm guessing I'm not the only person on”

Posted 3 years ago

“Unfortunately the wood didn’t arrive on the day it should have. It then arrived the following day at the wrong time. We may have been out. The driver was lovely very helpful and the wood of a high quality. You just need to get deliveries right!”

Posted 3 years ago

“I ordered some Oak Sleepers 30 X 200 X 2400 The order took a little longer than expected and unfortunately the timber was damaged by the loading straps, On one board I have two deep 3/4 inch indents from the loading straps that I can't sand out or repair! As this oak is for a table top, and the other boards are not as I expected I am a little disappointed.”

Posted 3 years ago

“Delivery was excellent, delivered right into our garage. Driver was most helpful and courteous. However with regard to cost, I would have assumed that buying in bulk would have been more cost effective than buying individual bags. However, after comparing the weight of the half crate to that off bags bought in local discount store there is no saving! The advantage is that wood is delivered in one load as opposed to having to go and buy bags but buying say 5 or 10 bags at a time means not having to find somewhere to store half a crate. As I said, I would have presumed buying in bulk would have been cheaper.”

Posted 3 years ago

“Have had all items before and are more than satisfied, the courier being used still did not contact me to arrange a delivery date and time, these are large items and require planning and manpower to store. once again it was by luck that I was home and not good planning.”

Posted 3 years ago

“Nothing wrong with the wood but the delivery process was a complete farce. The order was placed on the 2nd August. Without any contact in advance, a lorry arrived on the 11th and the driver asked if I would accept the delivery. Without any prior notice and on one of the hottest days of the year, I declined. I contacted the courier company and we agreed that the logs would be delivered on Monday 17th. I waited in all day and at around 4:30 there was a knock on the door from the driver of a van. The logs were in the back of the van - a large transit type of van - and he had no way of unloading them. Nor of course did I. The original courier arrived the following day and it seems the continuous loading and unloading had left the bag in an unstable condition and leaning considerably to one side. The driver said he wasn't fully confident of being able to get the bag off the lorry without it collapsing. Clearly a very dangerous situation. However, he did try and was successful. I don't understand why I was not contacted in advance to agree a delivery date. Without that simple thing, it all descended as I have already mentioned, into farce. Very unprofessional.”

Posted 3 years ago

“Good quality wood, but hopeless customer service. Their web site never updated from cash accepted. Delivery was late. Then the driver could not get the crate off the waggon so back again the following day”

Posted 3 years ago

“The sleepers I had delivered were fantastic, can't fault the quality at all. Having the delivery by hi-ab was great and meant I didn't need to do any unloading. The service was great in that respect. I'm sure I got unlucky but there were issues on 2 days causing my delivery to be delayed, I took the day off to receive the delivery on the final day and after calling at about 4:30pm I was informed the delivery would be about 7pm. Not ideal and a little late for a delivery but just in time for me to get the job done, if it arrived the next day I would have missed a day of work and lost a day of work. It didn't however so I'm very grateful the delivery driver could still drop that late and all went well :)”

Posted 3 years ago

“I have purchased a lot of wood off of yourselves for many years now but the split of the logs seems much smaller with some almost becoming kindling and the overall volume of the full crate seems greatly reduced”

Posted 3 years ago

“Good points- * Easy ordering and great website. * good initial phone call, advising imminent delivery. *great friendly delivery guy from Ponte. *great quality oak sleepers Bad points: * initial delivery didn’t arrive, then turned up at 7am unannounced the next day. Overall- Good service”

Posted 3 years ago

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