The Luxury Wood Company Reviews

Name: The Luxury Wood Company
Address: Dawes Lane, Scunthorpe, Lincolnshire
Rating: 4.53

4.5 Rating 4,879 Reviews

88 %

of reviewers recommend The Luxury Wood Company

4.5

Based on 4,879 reviews

Shipping & Delivery
Delivery Methods	Courier
On-time Delivery	Greater than 94%
Customer Service
Communication Channels	Telephone, Email

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:

Dawes Lane,
Scunthorpe
Lincolnshire
DN15 6UW

The Luxury Wood Company 5 star review on 20th September 2025

144

Anonymous

Anonymous // 01/01/2019

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“Lat year was good - this year was better. The Heatlogs are more compact but seem a better burn (however, use gloves to break them up as you get micro-splinters). The wood was well chopped into nice sized logs. Our chimney sweep was particularly complementary on the moisture content of the wood at 15% and Heatlogs at 6% (or refused to read at all!!!). You can get a fire going with just a few bits of paper and bits of Heatlog and keep it very small or as big as you like (a quick late night fire?!). Overall very pleased. Thanks Jon”

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Posted 9 years ago

Thank you Jon, and be assured we will do everything we can to make sure your next order with us is also a positive experience!

Posted 9 years ago

“Brilliant service”

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Posted 9 years ago

Thank you for your positive feedback, it means a lot for us.

Posted 9 years ago

“did not inform me day would arrive as I was told delivered on day no-one in left on drive blocking access to property had to unload them in the dark when finished work so we could get car into drive when we had asked to be informed of day of delivery preferably on day off.”

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Posted 9 years ago

Hello Jullian, 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.

Posted 9 years ago

“The logs were well packaged and up to their usual high standard. The only problem I had was the local delivery which failed to turn up at all on the day that the delivery was promised. I waited in all day which is very frustrating especially as they had my phone number and could have let me know they had problems. The logs were eventually delivered 2 days later.”

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Posted 9 years ago

Thank you, Andrew. We are sorry we did not get a perfect rating from you this time and for your issues with the delivery company, but glad everything worked out in the end. Your comments have been noted and will be discussed by our team.

Posted 9 years ago

“I am now on first name terms with my delivery driver which must be a good sign I keep coming back. Great product and great service!”

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Posted 9 years ago

Thank you Paul, we appreciate the positive comments and look forward to hearing from you soon!

Posted 9 years ago

“I am a repeat customer due to the consistent quality of the wood. It arrives neatly stacked in a manner it can be readily calculated by volume which is the easiest way to compare value for money.”

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Posted 9 years ago

Thank you Michael, and be assured we will do everything we can to make sure your next order with us is also a positive experience!

Posted 9 years ago

“Had to contact the company to find out when my delivery would be. However, when it did arrive the driver was excellent and extremely helpful.”

The Luxury Wood Company 4 star review on 20th November 2016

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Posted 9 years ago

Thank you Sandra, we appreciate the positive comments and look forward to hearing from you soon!

Posted 9 years ago

“the bark logs i purchased were good quality and the company contacted me about a delivery date.”

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Posted 9 years ago

Thank you Paul, we appreciate the positive comments and look forward to hearing from you soon!

Posted 9 years ago

“Excellent quality product, good communication & delivery service from local courier company. Purchased several pallets of logs for myself & family members to date, quality of service, competitive pricing & obliging delivery company secures me as a loyal repeat Customer.”

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Posted 9 years ago

Thank you John, and be assured we will do everything we can to make sure your next order with us is also a positive experience!

Posted 9 years ago

“Here is the customer experience associated with this log delivery: Wednesday 2/11 - afternoon call from the courier advising they had a delivery for me and could deliver either Thursday 3/11 or Friday 4/11. Thursday 3/11 was agreed and I duly booked a day of annual leave so as to ensure I would be home to assist the driver and to make sure that the kerbside was empty. I also asked that they use a smaller lorry for the delivery as in the past (on numerous occasions) drivers (albeit from other courier firms) have complained endlessly that access to my village is difficult with a large vehicle. They agreed and confirmed that it would be delivered on a 7.5tonne truck. All good! Thursday 3/11 - I wait at home all day. No phone call from the driver, no delivery of the wood. Friday 4/11 - I called my office and pleaded with them to give me another day of annual leave. I call the courier. They confirmed that the driver yesterday did take the wood with him on the lorry, but that he brought it back. Great, this wood will now have spent all day driving around scenic Dorset - how environmentally friendly is that as these are not light crates of wood. He returned to the depot advising ‘premises closed’. Well, good grief. These 'closed premises' are actually a house - one that was occupied all day, awaiting the delivery - and one which has CCTV installed with alerts any time there is movement in the front garden - so I can confirm that no delivery driver made any attempt to come anywhere near the house on Thursday 3/11. The courier apologies profusely and advised that the delivery was out again today, Friday 4/11 and that the driver would be with me by 3pm at the latest. Great. By 3pm - guess what, no sign of the wood and no communication from the courier company or or their driver. I rang them - not a happy chap. When I rang they said ‘Oh yes, we meant to ring you earlier, our driver said he couldn’t get anywhere near you today in his 18 tonne lorry’. Well, I didn’t know where to start but pointed out that this catalogue of errors was costing me dear. Two days of annual leave so far - and still no sign of the promised wood delivery. With no phone call from any driver - and no attempt that I could see to even try to access my village - this was a second consecutive day of undeniably dreadful service from the delivery company. They then promised to deliver on Saturday morning - as they had another drop to do in Sherborne. How very generous. Saturday 5/11 - this is becoming a diary of disaster but I will continue, if only for entertainment value. Believe me, it gets better! Might there be a hidden irony in the product being delivered being wood and that this is now bonfire night. See, I have had too much time to think in the hours of waiting for this delivery. At 8.02am I get a voicemail from the driver advising that he is 45 minutes away. Wow - clearly a well-briefed driver attempting to placate a customer that was rather annoyed by the astounding efforts of the previous 2 days. Excellent. This is the kind of service one wants. An early Saturday delivery will mean I can get the logs lifted and shifted (as this needs to be done by hand up steps etc.) to their final destination either stacked neatly on display in the lounge (the beauty of clean, kiln dried logs) or stacked equally as neatly in the wood store at the rear of the house. Great. 9.00 - lorry arrives. A hire lorry (U drive?) rather than a branded courier lorry but hey, by this time after two full days of excruciatingly uninteresting ‘annual leave’ I was just happy to see a lorry. I would say a smiling driver too but that would be a bit inaccurate. Don’t get me wrong, he was a thoroughly nice chap. He apologised for the delay as his sat nav had taken him along country lanes far too narrow - amazing how this always happens in lorries, it never happens when I’m in a car. Never mind, I digress. He also mentioned that he wasn’t due to work today and was called at 6am as another driver had called in sick. ‘Probably he had seen the work sheet’ the chap quipped. Oh what fun. For me it was the arrival of the promised logs and the heating source for our house for the winter - so I was happy to engage in jovial conversation regarding the delights of sat nav and of colleagues letting you down. The chap was more than in need of a drink and I went therefore to put the kettle on whilst he unloaded the pallet. All good. Well - until around 5 minutes later. The coffee was brewing nicely and the poor chap appeared at the door saying ‘I have a problem’. You see, the genius operatives back at the depot had let this driver leave on a shift he wasn’t supposed to be working, to drive for probably near 2 hours from one side of the county to the other - without a small key that evidently is quite important in enabling the operation of the tail lift on the rear of the vehicle. Oh dear - this really wasn’t looking good. The poor chap said he had a plan and that was that he would unload the logs by hand, one by one, to the kerbside. I did say he was a lovely chap - and this is true. Lots of drivers would have just given up at this point but this chap clearly wanted to make sure the customer wasn’t inconvenienced any further. The two of us stood at the back of the lorry, sipping our coffee and staring in at the smartly packed and wrapped crate of logs - and at the 2 or 3 other pallet loads of goods that were also due to be delivered in the area, now via the same manual and labour-intensive method because of the missing tail lift key. At this point I realised that unloading, log by log, to the kerbside would be far from ideal. You see, there isn’t a kerb. In fact, there isn’t a pavement either. Instead, it is just a road, a lane - the edge of which, against the front wall, is largely mud. Placing a pallet there for subsequent unloading by hand is fine - the muck doesn’t get on the logs. However, throwing the logs one by one from 8ft up in a van to the muddy surface below, isn’t really going to give the clean log situation that you would hope for when ordering these kiln dried examples. Did I mention too this lane being something of a steep incline? I can see the local village magazine now preparing their headlines of ‘wonderful wood waterfall’ as logs roll down the lane and make their way towards the centre of the village, blocking all roads in their path. Therefore, I said to the chap that because of the aforementioned areas of concern and the catalogue of errors that was now in its 3rd day, I was not going to accept delivery on a log by log basis as proposed. The neatly covered pallet-load was of course protected from the elements - loosely stacked logs on a muddy lane are not. This manual workaround, although a generous offer from the chap - was a step too far and as a customer, the only thing to do was say no. The chap apologised profusely, rang his boss to advise of my rejection of the ‘workaround’ and said he would head back to the depot and do the round again, in the afternoon, with either a new lorry or the same lorry but with that much underrated key thing. Well, all I can say is that when I returned home at 3.15 that afternoon, the logs had arrived and were all present and correct on the pallet - just as I had seen them in the back of the lorry some 6 hours earlier, around 6ft away from where they now rest. I do feel for the poor driver that had to endure such pain and so many miles and hours of driving in one day. After three full days of waiting, the logs had arrived and I could begin the task of lifting and shifting them to their destination. ____ I’m sure you will agree that this is perhaps not the customer experience that you would want for Luxury Wood Company. I would however welcome your views. Trusting that you will escalate as appropriate in order that a suitable response can be formulated. Matt James Back at work now after having very much not enjoyed my two lost days of annual leave.”

Helpful Report

Posted 9 years ago

Dear Matt, Firstly I would like to thank you for making us aware of the issues with your delivery, it looks like the depot in your area has let you, us and the driver down. We apologise deeply for the inconvenience caused, a member of our staff will contact you shortly to discuss that.

Posted 9 years ago

“Reasonable price for quality kiln dried logs, delivered by friendly & helpful driver.”

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Posted 9 years ago

Thank you, we appreciate the positive comments and look forward to hearing from you soon!

Posted 9 years ago

“LOG BAGS ARE NOT THE SIZE ADVERTISED. The pallet I had delivered had 2 tiers. The smaller top pallet contained 15 maybe 20 bags of the correct size but now I have discovered I have 50+ bags which are much smaller. LUXURY LOGS PLEASE EXPLAIN. Logs now measure 22-23cm (not 25cm) Bag measures 50cm x 30cm (empty and flat) measures smaller when filled with logs.”

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Posted 9 years ago

Dear Jonathan, all of our logs should fit the specification on the website. A member of our staff will contact you shortly to discuss. Apologies for any inconveniences caused.

Posted 9 years ago

“The wood burns exactly as you'd hope. It's nicely packaged. And is delivered when they say it will be.”

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Posted 9 years ago

Thank you Andy, we appreciate the positive comments and look forward to hearing from you soon!

Posted 9 years ago

“The wood is dry and burns beautifully in our log burning stove. Best we have ever come across. The delivery occurred on time with no fuss. We are very happy, thank you!”

The Luxury Wood Company 5 star review on 18th November 2016

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Posted 9 years ago

Thank you Mark, and be assured we will do everything we can to make sure your next order with us is also a positive experience!

Posted 9 years ago

“Very happy with the logs, they are just the right size for our stove and burn very well.”

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Posted 9 years ago

Thank you for your positive feedback Clive. We are more than happy every time we manage to provide our clients with exceptional quality and great customer experience!

Posted 9 years ago

“Delivery of 70 bags on single pallet means consignment is so heavy it beds in on the roadside. my wife and I have to carry all bags to store in garage. I am nearly 80 and maller batches on soft tyre trolley better please”

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Posted 9 years ago

Thank you, Ian. We are sorry we did not get a perfect rating from you this time, but glad everything worked out in the end. Your comments have been noted and will be discussed by our team.

Posted 9 years ago

“Delivery was bang on time and the driver could not have been more helpful. The wood is of a superior quality and I can tell the difference in the heat compared to what I previously. Will definitely use again.”

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Posted 9 years ago

Thank you, we appreciate the positive comments and look forward to hearing from you soon!

Posted 9 years ago

“every single order i put in stipulates that a 7.5 tonne truck is the maximum we can have here with our restricted access. every order delivered to date has sent a truck too big then the driver has suggested that my staff (8 females, 1 male) carry each bag of pellets from the main road, up the slopping access road to our store. on refusing this, they have to away and send the correct size of truck. one driver told me we don't have the size of truck you need, and it says specifically on the order sheet, but they send me anyway.”

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Posted 9 years ago

“Bought a full crate of oak, great wood and great value. Delivery company were rubbish. Been having logs delivered for five years from another company who dropped the pallet outside the door this man left the logs at the end of my road and we had to barrow them down. Still I would recommend the logs.”

Helpful Report

Posted 9 years ago

Thank you, John. We are sorry we did not get a perfect rating from you this time, but glad everything worked out in the end. Your comments have been noted and will be discussed by our team.

Posted 9 years ago

“For the second year running your delivery company failed to deliver our order on the appointed day. After the first debacle, I suggested you change your delivery agents, but this does not appear to have happened. No contact was made to explain why we were let down for the second year in succession, and we have yet to receive an apology. Two years running! A very uncaring, disorganised and unreliable service. We will not be using the Luxury Wood Company again.”

Helpful Report

Posted 9 years ago

Dear Richard, we deeply apologise for the inconveniences caused by our delivery partner. We will investigate this and get back to you shortly.

Posted 9 years ago

The Luxury Wood Company is rated 4.5 based on 4,879 reviews