The Luxury Wood Company Reviews

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

4.5 Rating 4,862 Reviews

88 %

of reviewers recommend The Luxury Wood Company

4.5

Based on 4,862 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:

Dawes Lane,
Scunthorpe
Lincolnshire
DN15 6UW

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

144

Anonymous

Anonymous // 01/01/2019

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

“I ordered wood from Luxury Wood and was extremely disappointed. The delivery was underweight compared to what I paid for, and the quality was very inconsistent — some pieces even looked like softwood, not the hardwood I expected. I emailed the company to ask what they planned to do about it, but they didn’t even bother to reply. For a business selling premium products, this lack of basic customer service is unacceptable. Would not recommend — 1 star.”

Helpful Report

Posted 1 month ago

Dear Customer, Thank you for your feedback, and we are sorry to hear that your experience didn’t meet your expectations. As discussed in our previous communication, we do not advertise the weight of our products our website. The weight markings on the pallet are purely for transport purposes, showing the maximum load capacity of the euro pallet — we understand this can sometimes be confusing. We also apologise for the delay in our earlier response — we always aim to reply to every customer as quickly as possible and regret that we didn’t do so in this instance. Thank you again for your feedback; it’s truly appreciated and helps us improve our service.

Posted 4 weeks ago

“The company is helpful and the pellets I ordered are good. However they use a terrible delivery company who delivered my order 10 days after the order was placed (with no contact in the interim) and the following review links to my experience on day of delivery .... No contact until day of delivery when received email at 8.32am to say it would be delivered between 9 am and 5 pm. About two minutes after email was sent the delivery arrived at about 8.35am, before 9-5pm. Was about to drop the pallet at the entrance of my drive when I was about to go to work which would have blocked my exit and refused to reverse his truck up my drive to drop off the goods when suggested as said only curb side delivery. He ended up dropping pallet of goods at the side of the road outside my house, and I had to leave it there all day as I had to go to work. I only hope for machinery or large lorries didn’t need to get by today. When I took a picture of this the driver was very rude and even posed next to his truck pointing to the number for complaints. If there was a lower ranking than poor I would choose this. Very unhappy”

Helpful Report

Posted 3 months ago

Dear Sarah, Thank you for your feedback, and we sincerely apologise for the disappointing delivery experience you encountered. We’re pleased to hear that you found our team helpful and are happy with the quality of the pellets. However, it’s clear that the delivery process fell far short of the standard we aim to uphold, and we’re very sorry for the inconvenience this caused. We understand how frustrating it must have been to receive such short notice for delivery, especially when the driver arrived even earlier than the time window stated. The placement of the pallet and the driver’s unwillingness to assist further—particularly when a simple adjustment could have made a big difference—was unacceptable. We're especially concerned to hear about the rudeness you experienced and the unprofessional behaviour of the driver. Please be assured that we are actively raising this matter with the courier company involved. While our deliveries are specified as kerbside as standard, we expect all drivers to act respectfully and reasonably within those guidelines—and clearly, this was not the case here. Thank you again for bringing this to our attention. Kind regards, The LWC team

Posted 3 months ago

“Badly placed in my car port so I can’t actually park my car.”

Helpful Report

Posted 4 months ago

Dear Joan, Thank you for your feedback, and we're really sorry to hear about the inconvenience caused by the delivery placement. We understand how frustrating this must have been, and we want to make sure this doesn’t happen again. For future deliveries, you can leave specific instructions for the delivery company in the Customer Message box when placing your order. Alternatively, feel free to contact us directly, and we’ll be happy to pass your instructions along to the delivery team on your behalf. We genuinely value your custom and hope to have the opportunity to provide a better experience next time. Kind regards, The LWC

Posted 4 months ago

“Good company to deal with and we've always been pleased with the product supplied. Unfortunately, the delivery contractors they use are appallingly incompetent. The latest fiasco of a delivery, which was the worst to date, has led me to conclude that it would be better all round for us to buy our firewood elsewhere.”

Helpful Report

Posted 11 months ago

Dear Barry, Thank you for taking the time to share your experience with us. We’re delighted to hear that you’ve been pleased with our products and have had positive experiences with us in the past. However, we are truly sorry to learn about the issues you’ve encountered with the delivery process. Please accept our sincerest apologies for the inconvenience and frustration this has caused. Your feedback about the delivery contractors is very concerning, and we would like to understand the situation in more detail so we can take appropriate steps to address it. Could you please contact us at your earliest convenience to explain what happened? You can reach us at support@luxurywood.co.uk, and we’ll make it a priority to review and resolve this matter. We value your business greatly and hope to have the opportunity to restore your confidence in us. Thank you once again for bringing this to our attention, and we look forward to hearing from you. Kind regards, The LWC

Posted 11 months ago

“Appalling. Total lack of communication. No advice of delivery whatsoever. Only when I chased because it was overdue was I actually advised that it is arriving in less than an hours time. I'm not home, so good luck with that.”

Helpful Report

Posted 1 year ago

Hi Stephen, we are sorry that the subcontractor we use did not communicated with you properly. They were eager to deliver as quickly as possible. We will remind them that all goods are sent on a bookin service and a prior phone call to the receivers is a must. Please accept our apologies. LWC Team

Posted 1 year ago

“Terrible product but great customer service. I bought over £1000 pound's worth of oak sleepers from Luxury Wood, but I was very disappointed with the quality - they were wet, mouldy, rotting in places, split etc. They had clearly been cut in the green and immediately bundled and left. One was even completely overtaken by fungal growth. I contacted the company and to their credit replaced the items (over 50% of what I received). However, I still had to send more back, and even then I was not absolutely happy. One year on, and I have several sleepers that are warped along their length, also large drying splits and cup shakes. My advice would be to buy elsewhere for sleepers, as the photos on their website do not represent anything like the items I received. The company were very understanding, but I should have returned the products for a refund.”

Helpful Report

Posted 2 years ago

Dear Duncan, You have bought green, untreated oak sleepers. They are indeed cut green, that is clear on our website. They are also classed as landscaping grade timber prone to imperfections, all listed as well on the product page. Green oak has high moisture content and it is normal to split and warp when drying. We always recommend to work with a professional who has an experience working with green oak. LWC Team

Posted 2 years ago

“Don’t bother buying any logs it’s a total ripoff Half the amount for the same price”

Helpful Report

Posted 2 years ago

“The wood is OK but the delivery driver was the rudest, most deliberately unhelpful individual I have had to deal with for years. I think he was the same man as we had three years ago. Luxury Wood is competitively priced, but next time I order I will be asking if you are using Pallet Force again. If you don't have any other delivery option I shall be taking my custom elsewhere.”

Helpful Report

Posted 2 years ago

Dear David, We have spoken with PalletForce management regarding your delivery experience and brought up the issues you had. We hope they will upgrade the service they offer and you will find an improvement very soon. Best regards, LWC

Posted 2 years ago

“The quality of the wood was shocking. I can’t use it on my project I was planning to. Very disappointed for the money I paid”

Helpful Report

Posted 2 years ago

Dear Vidas, We haven't received any complaints regarding your order? Please note you have purchased green, untreated oak, landscaping grade, that will have imperfections as per our website. Regards, LWC

Posted 2 years ago

“Delivered the wood, however damaged our property with the crane due to not looking where the crane was moving and hit several wires. Still waiting for an apology and rectification.”

Helpful Report

Posted 2 years ago

Dear Ashley, We have already received your complaint, however we are still waiting for the quote for repairs we requested on 30th of June. We will be able to proceed only after we have all the necessary documents. Regards, LWC Team

Posted 2 years ago

“The logs delivered bore no resemblance to those advertised. A third of the logs in the crate could only be described as kindling with a further third, if split once, would also become kindling. I contacted the company and sent the required pictures and was then informed that they felt that the logs met the required specifications i.e. 25cm in length and 8-15cm in width. I would contest that. The company offered a £30 voucher for a future order but this does mean going back to them. The logs delivered will burn away very quickly meaning the whole pallet will be gone within weeks. Between the reduction in pallet size, without any price reduction, and the quality of the wood delivered I feel very disappointed with the product and would not recommend it.”

Helpful Report

Posted 2 years ago

Dear Patrick, We have reviewed the pictures provided very carefully and feel that the product you received meets our specifications and it is perfect for burning. Despite that, seeing your disappointment, we offered a voucher for a future purchase. Please note, birch in general has smaller trunk, you may want to consider oak and beech for the future. LWC Team

Posted 2 years ago

“I have been a customer of Luxurywood for a few years now. Their delivery service is excellent. However, I've noticed the crate sizes are getting smaller, yet the price remains the same or marginally higher. my neighbours all obtain their logs from local suppliers and whilst not in crates they have them tipped onto their driveway. Due to my last Luxurywood delivery being disappointing in its size, I will be shopping elsewhere for my logs.”

Helpful Report

Posted 2 years ago

Dear David, We have stopped the Giant crates for Health and Safety reasons and are very clear on the new size and dimensions we offer at the moment - the full crates are approx 2 m3 loose volume where the giant ones were 2.4 m3 loose. Sadly we have no control over the raising firewood prices although we do our best to maintain them as low as possible. LWC

Posted 2 years ago

“Woods good but delivery communication is very bad. As previously wood just turned up without confirming an appointment. You need to get your act together. Will another company next time for my wood”

Helpful Report

Posted 2 years ago

“The expensive wood ordered was support one oak and clearly most is not. The wood volume is also not as described and the external measurements of the crate are lower than the volume that should be measured internally. I will never order from this company again.”

Helpful Report

Posted 3 years ago

“I usually use oak in my wood fired oven but a friend recommended birch. I bought a large crate but after a few cooks, it is really dreadful with continuous thick black smoke and soot. I have tried removing all the bark (there is far too much bark in the crate) but it’s still really poor and virtually unusable. If I could return it, I would. To be fair to LWC, my previous order of oak was fantastic. Bad batch maybe?”

Helpful Report

Posted 3 years ago

“ordered oak sleepers, nothing was cut square and far too much twisting. Would not use again”

Helpful Report

Posted 3 years ago

“Wood delivered to the wrong house which I had to get recovered and the pallets are even smaller than the last time I purchased from them even thought it went up in price!”

Helpful Report

Posted 3 years ago

“Delivery awful communication,I was told pm them rang me to change to 11 am giving me very little notice. We were at work in the morning They said they would deliver still and they agreed to put the boards behind back gate ,I even gave them the gate code . The driver took no notice of those instructions and just dumped them at the top of the drive. The Delivery service very poor and very expensive”

Helpful Report

Posted 3 years ago

“The large crate of Oak Timber we perched from you was not to the standards that your advertising stated, Nottinghamshire Trading Standards are very interested in my case, hence I won't be placing any order from you again”

Helpful Report

Posted 3 years ago

“Still haven’t received the order after 3 weeks. Far from happy.”

Helpful Report

Posted 3 years ago

The Luxury Wood Company is rated 4.5 based on 4,862 reviews