Flame Plus Wood Pellets - 65 X 15 KG Bags Reviews

4.8 Rating 56 Reviews

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.

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Phone:

0115 697 1118

Email:

info@luxurywood.co.uk

Location:

Dawes Lane,
Scunthorpe
Lincolnshire
DN15 6UW

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Helpful Report

Posted 1 day ago

“Excellent product, well packaged and speedily delivered, thank you.”

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Posted 4 days ago

“Great product. Best price too. Faultless delivery well packed no split bags”

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Posted 1 month ago

Duncan Horncastle

Verified Reviewer

“Cheapest RHI compliant pellets I could find”

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Posted 1 month ago

Gwilym Powell

Verified Reviewer

“Excellent service as usual. Thank you.”

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Posted 1 month ago

William Nicholls

Verified Reviewer

“Always a competative price ,without compromising on quality”

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Posted 1 month ago

“many bags with holes and pellets were lost in transfer from pallet to the shed. Several bags with water ingress and pellet reduced to a paste. Customer service unsympathetic, tardy and unresponsive to the problem, seemed unable to grasp the incovenience caused and very reluctant to give even the modest credit requested. Eventually I pointed out the goods are unfit for pupose and I requested full refund. The reponse was to require that I should load the bags back onto a pallet and fully shrink wrap for transit and then they would refund the cost of the goods, no mention of any compensation for the all the work and inconvenience their delivery had caused me. I suspect they are about to go out of business and don't care about customers.”

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Posted 1 month ago

Dear James, Firstly, we are deeply sorry to hear about your experience and sincerely regret the inconvenience and frustration this has caused you. This is absolutely not the level of service or quality we aim to deliver, and we understand how upsetting this situation must have been. We want to assure you that we have taken your feedback very seriously. We have already issued a £100 refund as a gesture of goodwill and suggested that you keep the product, in acknowledgment of the disruption caused. We understand this does not undo your experience, but we hope it demonstrates that we are listening and trying to do right by our customers. Regarding the return process, we regret that our delivery company requires all pallets to be shrink-wrapped for safety reasons — a policy set by the courier to comply with transport regulations and ensure safe handling. We understand this may not have been feasible or reasonable in your case, and we are sorry for any additional burden this requirement caused. Your feedback has been shared in full with both our warehouse and delivery teams to thoroughly investigate what went wrong and to ensure that improvements are made so situations like this do not occur in the future. Please know that in the past 30 days, we have fulfilled over 1,000 orders, and this is the first time we have encountered an issue of this nature. That said, this does not lessen the importance of your experience — it highlights the need for us to remain vigilant and responsive in every single case.

Posted 1 month ago

Keith Tayler

Verified Reviewer

“Excellent delivery. Excellent pellets. Only complaint is lots of bags had small holes. Not big enough to lose a lot of pellets but meant I had to store them upright instead of stacking them flat. A bit of a challenge therefore getting 260 bags into my boiler room.”

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Posted 1 month ago

Hi Keith, Thank you so much for your kind words and for taking the time to leave us a review. We’re really pleased to hear that you were happy with the delivery and the quality of the pellets. We’re sorry to hear that some of the bags had small holes—thank you for bringing this to our attention. We understand how that could make storage more difficult, especially with such a large order. We'll be passing this feedback on to our packing team to help prevent similar issues in the future. We truly appreciate your support and hope to serve you again soon! Warm regards, The Luxury Wood Team

Posted 1 month ago