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

“The wood itself burns nicely, but the delivery was somewhat calamitous. The lorry driver didn't manage to get down my street, had to use his pallet truck to roll it down the *middle* of the street, pallet proceeded to snap completely on the road, meaning I had to help him move it to the edge of the road, leave it in front of a neighbours garage meaning he couldn't drive anywhere whilst I was moving these packs of wood two at a time back and forth to my house, which was 100 yards away. So whilst the wood itself is great, delivery maybe could have been handled/planned better...”

Helpful Report

Posted 6 years ago

Hello Leo, 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, or you can contact us yourself on support@luxurywood.co.uk.

Posted 6 years ago

“Wood appears to be ok though slightly longer than indicated, no promised call to arrange delivery and wrong truck and pallet truck used to make delivery. Consequently the pallet ended up on its side on the road outside!”

Helpful Report

Posted 6 years ago

Hello Alan, 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, or you can contact us yourself on support@luxurywood.co.uk.

Posted 6 years ago

“The wood supplied is good. Luxury Wood also collaborates on delivery dates. Having bought wood from them for the last 3 years I notice that the crate sizes are getting smaller and therefore I'm receiving less wood for the same price. Since I require a certain volume of wood I would prefer they kept the volume the same and adjust the price as needed. I'd also ask that they be more transparent regarding the actual volume of wood in a crate (i.e. publish the internal volume of the crate on their website).”

Helpful Report

Posted 6 years ago

Hello, 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, or you can contact us yourself on support@luxurywood.co.uk.

Posted 6 years ago

“Again can’t fault the ordering, delivery or customer support. Ordered this pallet of Oak with a discount voucher as my last order of Ash had about 10% of Larch mixed in. Disappointed to find when I received this new order it also had Larch mixed in although not as much this time.”

Helpful Report

Posted 6 years ago

Hello, 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, or you can contact us yourself on support@luxurywood.co.uk.

Posted 6 years ago

“Delivery was quick, although the contracted company didn’t send the lorry with a penmatic truck which was stated in the order making delivery harder than it needed to be. Ordered the ecologs. Approximately a third of the bags were split. This didn’t impede lofting / moving them, however I store them in my external log store, and this did allow the moisture to penetrate the logs causing them to split and powder (they’re only made up of compressed sawdust with no glue holding them together). If you’re buying these you need to store them inside - which takes up a great deal of space if you by the pallet loads - or ensure you check every bag before accepting delivery. A little gutted if I’m honest, but a good product when delivered in a sealed condition.”

Helpful Report

Posted 6 years ago

Hello, 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, or you can contact us yourself on support@luxurywood.co.uk.

Posted 6 years ago

“Oak good value, the other stuff poor. i purchase two pallets of logs, one oak and one ash. There was no comparison in the quality. Although only £20 ofa difference the Oak was far better value. The oak crate was crammed with good quality and size logs. Unfortunately the Ash had a middle section that is best described as mixed quality, mix as in poor to terrible. I will depending on the price will only buy oak from now only.”

Helpful Report

Posted 6 years ago

Hello Gerry, 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, or you can contact us yourself on support@luxurywood.co.uk.

Posted 6 years ago

“The delivery service and driver were excellent. The birch was well covered over to keep it dry, well done. It was stacked very safely on the pallets and tied down hard with plastic wrapping. However, there were a number of issues regarding the size of the logs. I sent an email to the customer care team and received an immediate response. The problem was very quickly settled to my satisfaction. Thank you”

Helpful Report

Posted 6 years ago

Hello Gerald, 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, or you can contact us yourself on support@luxurywood.co.uk.

Posted 6 years ago

“Hi Delivery went well this time and continue to be impressed with the customer service at luxury wood!”

Helpful Report

Posted 6 years ago

Hello David, 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, or you can contact us yourself on support@luxurywood.co.uk.

Posted 6 years ago

“slow delivery took 2 weeks from order to delivery, delivery man was excellent very helpful, however lots of small bits of wood, with signs of decay - not sure i would order again from here going to try one of the other online suppliers for my next order - expected larger split rings of oak not 3" logs split”

Helpful Report

Posted 6 years ago

Hello Mark, 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, or you can contact us yourself on support@luxurywood.co.uk.

Posted 6 years ago

“We ordered a large crate of kiln dried ash, paying £8.95 for delivery within 2-6 working days. Contacted by courier to take delivery and that the delivery required a signature. Having taken a day off work to receive the delivery I was disappointed when it didn’t turn up, despite waiting in all day. Eventually delivered on the 8th working day after placing the order. The wood is very good quality and was well packaged.”

Helpful Report

Posted 6 years ago

Hello Geraint, 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, or you can contact us yourself on support@luxurywood.co.uk.

Posted 6 years ago

“Usually Excellent. Latest delivery much poorer quality - dirty and varied logs. Ordered A grade felt like a B Grade delivery.”

Helpful Report

Posted 6 years ago

Hello Neil, 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, or you can contact us yourself on support@luxurywood.co.uk.

Posted 6 years ago

“Slight issue with delivery but company acted excellently, will purchase from them again.”

Helpful Report

Posted 6 years ago

Hello Peter, 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, or you can contact us yourself on support@luxurywood.co.uk.

Posted 6 years ago

“I’ve been buying crates of kiln dried wood for quite a few years from Luxury Wood Company and usually been delighted. However the last load had extremely uneven pieces in it, some hadn’t been chopped down at all and were half a trunk. This means the convenience of buying it ready chopped into nice size pieces was completely taken away. I will have to pay someone to chop the large pieces up so I can fit them in my wood burner. Such a shame I will have to find another supplier of quality wood.”

Helpful Report

Posted 6 years ago

Hello Melanie, 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, or you can contact us yourself on support@luxurywood.co.uk.

Posted 6 years ago

Thank you, Melanie. 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 6 years ago

“The logs were within the specified moisture content. .”

Helpful Report

Posted 6 years ago

Hello Timothy, 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, or you can contact us yourself on support@luxurywood.co.uk.

Posted 6 years ago

“Bark is fine. Delivery arrangements a bit of a nightmare.”

Helpful Report

Posted 6 years ago

Hello, 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, or you can contact us yourself on support@luxurywood.co.uk.

Posted 6 years ago

“Wood is fine but let down by unhelpful delivery man .”

Helpful Report

Posted 6 years ago

Hello Michael, 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, or you can contact us yourself on support@luxurywood.co.uk.

Posted 6 years ago

“Logs arrive in acceptable time frame. Again though, too many small cuttings placed in the middle of the crate where you cant see when receiving.”

Helpful Report

Posted 6 years ago

Hello Martin, 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, or you can contact us yourself on support@luxurywood.co.uk

Posted 6 years ago

“The bark mulch was excellent, but the delivery process was a shambles (for the second year running). I agreed a date for delivery, stayed in all day, having confirmed the delivery by phone the day before and the morning delivery was due. But it didn’t arrive and no one let me know. The following morning, when I complained, I was promised it would be delivered that day before 1.00pm. I phoned again at 11.00am to double check and was assured it was on its way and would be there by 1.00pm. It hadn’t arrived by 1.30pm and I had to leave for work. I found the lorry round the corner, with the driver sitting in the cab listening to the radio. He said he dudn’t Even know it was due by 1.00pm.”

Helpful Report

Posted 6 years ago

Hello Mark, 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, or you can contact us yourself on support@luxurywood.co.uk

Posted 6 years ago

“Not much selection and soon after making an order a better offer was advertised”

Helpful Report

Posted 6 years ago

Dear Malcolm, thank you for sharing your honest feedback with the public! We're really not sure what are you referring to as "not much selection" as we do have a great variety of products and packages available at all times. This can easily be seen on our website. Additionally, our marketing campaigns are scheduled based on the season and the demand at the time, therefore, we can't really do much about the fact that you've ordered online 3 days before a sale campaign was due to. We regret to hear that we've left you somehow disappointed so please do contact us prior to placing your next order so we can provide you with our best deal. We're looking forward to hearing from you! Kind regards, The LWC Team

Posted 6 years ago

“not much to be happy about still waiting for delivery of pellets despite being told they would be delivered last Friday have no problem with luxury wood co everything went smoothly enough but delivery people are unreliable not impressed.”

Helpful Report

Posted 6 years ago

Hello John, 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, or you can contact us yourself on support@luxurywood.co.uk.

Posted 6 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