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 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“WEBB SIGHT NOT EASY TO USE”

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Posted 3 months ago

Thank you for your review and feedback. We're always striving to enhance our services. If there's anything specific that we could do to make your experience better, please let us know. We value your input.

Posted 3 months ago

“Prices have gone up for less quantity and poorer quality that's very disappointing.”

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Posted 8 months ago

“Good product and well priced. Not a great delivery service.”

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Posted 8 months ago

“you have changed your delivery firm unfortunately they did not have an electric pallet truck to put logs straight into our garage.my husband who is 82 helped push the trolley up the path .so in the future if the electric is not available we will be unable to get logs from you anymore.”

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Posted 8 months ago

“Delivery driver asked if I had a forklift otherwise he couldn't unload it!”

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Posted 8 months ago

Dear John, So sorry for the delivery experience. All depots are required to provide the appropriate tail lift vehicles and a pallet trolley when offloading. We will speak with them about your delivery and remind them of their contract with us. Best regards, LWC

Posted 8 months ago

“OK, so the logs are really great. Very low moisture content and have had them before so know they burn really well. But I wish they had made it clearer (or clear at all) that the size of the crates (and therefore the number of logs) was smaller than previously. I'd have preferred quantity to have stayed the same even though the price would have been higher rather than try to hide the fact with shrinkflation. I should have paid more attention. Probably will now have to order another crate.”

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Posted 8 months ago

Dear Mark, The Giant crates are no longer available due to Health and safety reasons. The product dimensions of the new full crates and their volume is very clearly stated on the website and the order confirmations we sent to all customers. Regards, LWC

Posted 8 months ago

“Some of the wood had cracks and splits in them. I am unsure if this is a normal amount for this sort of timber. The delivery driver was helpful and friendly, though they did leave a lifting strap at my address”

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Posted 8 months ago

“Read the small print. You will not receive 2sq m wood as crate size is slightly over 1 sq m. The 2 sq m wood is a bag full of logs,not packed in a crate. Please treat us as adults and stop trying to trick us and sell 1 sq m of packed logs.”

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Posted 9 months ago

Dear valued customer, We're sorry for your bad experience. The external measurements of the crates we sell are clearly indicated on the product page. Our customers could calculate the stacked volume of the crate and for their convenience we have added the loose volume. Regards, LWC team

Posted 9 months ago

“Palet size of logs is,much smaller, and the price has increased.”

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Posted 9 months ago

Dear valued customer, We had to decrease the height of the crate due to safety reasons. We deliver the crates using a pallet network and we had many complaints about the offloading of the taller crates. Our crates are now 1.2m tall but their base is much wider. We have always done our best to offer the best prices to our customers and in the past 6 months the rates have dropped significantly. Regards, LWC team

Posted 9 months ago

“The service is always very efficient with just a few days between order and delivery, but the prices have become ridiculous, cheaper to buy local wood from local suppliers”

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Posted 9 months ago

“The wood is good quality. The biggest issue with the company is the delivery communication. This has been consistently bad. Once the wood is ordered, the company is supposed to contact you to arrange a delivery date. I have either had to chase them or, as happened with the last order, it just turned up without any notice at all.”

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Posted 10 months ago

“Bought 14 Oak planks, they looked good but on closer inspection had a lot of sapwood. Agreed to collect and refund 6 planks I deemed to be unusable, but I don’t think they really understood my complaint. Unfortunately will not purchase from them again, they describe themselves as luxury wood company, but don’t seem to understand the difference between usable and unusable oak”

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Posted 1 year ago

“We bought a crate of hardwood oak but some were other hardwood. Logs were contaminated with dried soil and dirt and weren’t as dry as expected. There was mould on them where they had been exposed to damp and they hissed quite a bit as they were burning. Logs were generally a good size overall. Delivery was prompt and efficient.”

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Posted 1 year ago

Hi John, In order to proceed with the complaint please provide some pictures of the logs and the whole load ordered. Regards, LWC

Posted 1 year ago

“Nothing wrong with the briquettes, but the price rise is rediculus.”

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Posted 1 year ago

“Delivery took longer than quoted. Zero comms regarding delivery date or time. The only notification I got was a call from the driver to say he was 15 minutes away, just as well I was at home when he rang. Poor comms.”

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Posted 1 year ago

Dear Des, We are sorry to hear you had problems with the subcontractor we use. We have contacted Pallet Force and reminded them of the obligation to book-in all deliveries in advance. We believe they will improve on the service and you will have a much better experience the next time you order from us. Best regards, LWC Team

Posted 1 year ago

“Unfortunately my last order for oak hardwood logs arrived and was very disappointed with size of the logs. Many were circular pieces at 50 to 75 diameter. Fast burning and question if oak wood. Raised the matter with customer services waiting for a reply. Please note very satisfied with my first order”

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Posted 1 year ago

“Firstly my good review, the quality of the wood pellets is good with very little dust. The delivery was also good. What was not so good was the fact that two bags had clearly been damaged at the warehouse. This was evident as both the damaged bags had been taped up using branded Luxury wood tape. What I was most upset about was both bags had lost between 30% and 50% of the contents and the two offending bags had apparently then been placed at the bottom of the pallet in the hope I wouldn't notice. Furthermore, when I sent photographic evidence of the issue, I had to chase for a reply to my complaint and was then offered a credit note which I declined and requested a refund for both bags. This is apparently forthcoming but still not received.”

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Posted 1 year ago

Dear Gary, We have already received and dealt with your complaint. The refund requested by you was as well procced and should be in your bank account soon. If you have further questions please let us know. Regards, LWC Team

Posted 1 year ago

“5 Stars for LWC; Bungling Incompetency (their own words) by Intercounty Distribution, Launceston Office. Intercounty phoned on Monday 9th January. We agreed delivery for Friday 13th Jan 2023. Nothing. When I spoke to them early Friday afternoon (it was so loud on the phone I thought they were having an office party), they said that they had "forgotten". Rearranged for Monday 16th. Again nothing. I was told that they had "forgotten to put my order on the lorry". When my order eventually arrived the following day (Tues 17th), the helpful, friendly driver told me he had been delivering to within half a kilometre of my address the previous day (Mon 16th)! Please!! I had to wait in for three days, two of them because of Intercounty Distribution incompetence (their own words). Come on Intercounty Distribution. You can do better than this. Keep customers informed at the very least.”

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Posted 1 year ago

Dear A Taylor, I would like to inform you that since the 16th of January, 2023 we have decided to use a different subcontractor for all of our pallet deliveries. I hope that you will receive a far better service the next time you place an order with us. Have a great day, LWC Team

Posted 1 year ago

“The wood is great as expected. Unfortunately, the delivery was problematic, the driver was on his own and unable to manage the load onto the footpath, never mind up the driveway. He had to call upon a colleague to come and help him out which meant vehicles going past had to mount the opposite curb. This all took an additional fourty five unnecessary minutes. We had expected a hiab vehicle which would have been straightforward.”

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Posted 1 year ago

“Feb 2022 I paid £259 for a full crate of silver birch it was a nice height. Dec 2022 l paid £380 for a full crate of silver birch this was a lot smaller in height. I don't know if I can afford another crate later this year The logs are that dry most of the bark as come off. I have a large wheelie bin plus a builders bag full of it. It is not wasted it makes good kindling”

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Posted 1 year ago

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