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

“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 8 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 8 years ago

“The Oak Logs were very muddy and dirty and for Kiln dried I did not expect this”

Helpful Report

Posted 8 years ago

Dear Maureen, A member of our team will contact you as a matter of priority and look into this for you. We apologize for any inconvenience caused.

Posted 8 years ago

“My previous crate had decent sized logs which burnt well well and why I accordingly re-ordered another crate. However the crate I received prior to Christmas had very small logs, in fact I wouldn't even call some of them logs at all as I now use some of them for kindling and the rest being small they burn in no time.”

Helpful Report

Posted 8 years ago

Dear David, All of our logs should fit in the specification listed on the website, if you have received anything different in size, we will be happy to work on fixing the issue. A member of our team will contact you shortly to follow up on that.

Posted 8 years ago

“Did LWC I believe I must have been sent Oak instead of Ash. I am struggling to get much heat from my log burner and have to continually tend the burner to keep it going and it struggles to give any flame at all. When I used some ash the other day left over from my last order all was fine and back to normal. I run a guest house and this burner is important for my business and I cannot accept this for the future. I shall be buying some more wood to use with this so that can use it but from my previous supplier (White Horse). Kind regards Stephen”

Helpful Report

Posted 8 years ago

Dear Stephen, A member of our staff has contacted you in regards of this, we will follow up with the warehouse to check if the correct crate was dispatched. We will make sure to resolve the issue if a wrong crate was sent.

Posted 8 years ago

“The delivery company rang and didn't know I had requested a certain day. So between us we agreed to have the logs delivered am on the 20th. I rang The Luxury Wood Company about 12.30 on the 20th asking what's going on, and explained. You then rang the delivery company and could not get hold of them and said you would ring back, which you did five minutes later to tell me that you'd contacted them and they said they would be delivering between 2 and 4pm that day. Five minutes later it was delivered!!!! then there was no pallet truck, it wasn't requested I was told. My other suppliers who I will be going back to explained that there drives were very helpful and where convenient would drop the pallet where I requested. The driver was very helpful, no problems. I then rang a friend who I new had a pallet truck and we moved the pallet from my drive to a more secure location. That cost me a bottle of wine and £10. I'll let you decide whether I am impressed with, what do you call yourself ''The luxury Wood Company''”

Helpful Report

Posted 8 years ago

Dear Roger, We apologise for any inconveniences caused by our delivery partner. I have sent you an email with further information in regards of your delivery. I am looking forward to hear from you.

Posted 8 years ago

“i bought the oak logs but there is to much thin rubbish and not enough logs. the ash logs were better”

Helpful Report

Posted 8 years ago

Dear Kenneth, We are sorry to hear that you are unhappy with our product. All of our logs should fit in the specifications on the website, if you have received logs that were not fitting these sizes, we will definitely look into it and assist with resolving the issue. A member of our team will contact you as a matter of priority.

Posted 8 years ago

“Ordered a wood store on the 11th December still not received it although it says delivery will be 3 to 5 days on web site, very disappointed. Still waiting”

Helpful Report

Posted 8 years ago

Dear Sheila, We apologise deeply for the delay. Our log stores are hand crafted and indeed take longer than any of our fuel products which we have in stock. A member of our staff should have already contacted you to assist with arranging your delivery.

Posted 8 years ago

“I found dealing with your company and the delivery service good however, I am disappointed with the eco logs as they are very messy, swell to twice their original size in the wood burner which alarmed me somewhat and do not last very long. On average I am burning 20kg per day”

Helpful Report

Posted 8 years ago

Dear Anthony it sounds like you are overloading your wood burner. All heat logs swell and for this reason we encourage people to put just one or two logs in at a time. 20kg (two packets) is not excessive for keeping a stove burning daily but you will use less if you only load one or two at a time.

Posted 8 years ago

“The product us great, but yet again your delivery service let you down. I was promised a call one hour before delivery, yet again I did not receive one and the driver turned up at no notice and dumped the product in the road at a time when I was not able to be dealing with him as I had no warning. I was given a lame excuse about no mobile reception, not quite sure how that can be for up to an hour before arriving at my house, I don't live in the middle of the country but in Brighton City Center!”

Helpful Report

Posted 8 years ago

Dear Steven, We are sorry to hear about your experience with the delivery, I will speak with the depot and contact you shortly to discuss.

Posted 8 years ago

“ordering the wood no problem delivery was poor & that's being kind after waiting in all day because they did not know if it was morning or afternoon delivery which was poor it did not arrive no phone call to say what had happened then we went away for the weekend got back Sunday evening to find it had been delivered next door who said they would accept delivery no note through the door or anything very shoddy could not care attitude so yes poor is being kind”

Helpful Report

Posted 8 years ago

Dear Colin, We apologise for any inconveniences caused, we were not aware of any problems with your delivery and we feel extremely let down by our delivery partner. A member of our staff will contact you as a matter of priority.

Posted 8 years ago

“arranged for delivery at an am time slot came after 1300hrs when nobody was home. Quality of logs poor - too many which you would call kindling and not logs! Would not use your company again.”

Helpful Report

Posted 8 years ago

Hello Barry, 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 8 years ago

“We purchased a full pallet of eco logs,even though we have limited storage space we assumed that if they were packed in plastic they would be protected if we had to leave some in the open.When delivered many of the bags were split & obviously damp because the logs started to swell & broke the plastic even more before we had time to get them into the wood store.They are still swelling & disintegrating.Even the seemingly whole undamaged logs invariably break in 2 while being handled.All in all a bit of a nightmare & we shall not be reordering from your company”

Helpful Report

Posted 8 years ago

Dear Anthony, any goods arriving damaged we can compensate you for if we have documentation on the delivery note. Please can you contact us as the heat logs are individually wrapped and also fully shrink-wrapped before dispatch, and we would like to know what has happened here.

Posted 8 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 8 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 8 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.”

Helpful Report

Posted 8 years ago

“Delivery let down. After waiting in all day in a Thursday. Mechanical fault so unable to unload. Promised Next day deliver. Never happened finally delivered Saturday. Numerous phone calls to delivery Co and No answer over the 2 days. Unacceptable.”

Helpful Report

Posted 8 years ago

Dear Jagdish, this was an instance where we were badly let down by the depot, a member of our staff will contact you shortly to discuss this with you.

Posted 8 years ago

“I have sent you a photo of the delivery by your preferred courier, which was a complete shambles. Lack of communication from you regarding delivery. I am waiting for you to phone me with the compensation offer”

Helpful Report

Posted 8 years ago

“As I said to your lady on the phone The wood just not burning well As last time it was fantastic it just smoulders this time tried six logs and so far all the Same I just some wood out of our garden and it burned better Dave drury 07787565446”

Helpful Report

Posted 8 years ago

“Wood was ok but lorry driver not very happy when I asked him if he would put wood in back garden said he was supposed to leave it on footpath”

Helpful Report

Posted 8 years ago

Hi Alan, most of the drivers are happy to move the goods to where you would like them, but if they are in a hurry or the surface they are loading onto is gravel or grass they will only drop kerbside. We tell people to prepare for kerbside delivery in all cases.

Posted 8 years ago

“Whilst your products and pricing are good, the delivery experience was not. My wife ended up in an argument with the delivery driver who had decided to completely ignore our extensive delivery instructions which are not difficult to follow, that is if the driver can be bothered in the first place. The pallet was dropped at the front of my house leading to my wife and daughter having to manually load one ton of biomass pellets into the back of our Jeep and driving it to where it should have been dropped in the first place. It's rather a good job that we have a large car isn't it? At one stage my wife refused to take the pallet because the driver was so rude. I put to you that non of this is acceptable and I believe the carrier was Murray Hogg from the Tyne and Wear area. I suggest to you that you change hauliers to one that recognises that they are actually offering a service to both you and your clients. I will be telephoning to discuss this with you again in person when I am next ordering. I would add that the following deliveries are made to us and neighbours addresses without incident; coal merchants, oil tankers, builders merchants etc, so therefore all of this is completely unnecessary and if I have this experience again I will be looking to change suppliers. Regards, Paul J Sutcliffe.”

Helpful Report

Posted 8 years ago

“The delivery company didn't contact me before they made the delivery, and left a pallet of logs on my drive. I had to remove all of the woood piece by piece and put it in my garage. No longer being on the pallet it's snow takes up a lot more space than the pallet would.”

Helpful Report

Posted 8 years ago

Hi James, the delivery company should ALWAYS contact you prior to delivery - if they turn up unannounced you are within your right to refuse delivery (and have them come back on a suitable day which you agree). We will be looking into this case.

Posted 8 years ago

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

The Luxury Wood Company Reviews