The Luxury Wood Company Reviews

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

4.5 Rating 4,847 Reviews

88 %

of reviewers recommend The Luxury Wood Company

4.5

Based on 4,847 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 16th September 2023

143

Anonymous

Anonymous // 01/01/2019

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

“The Wood and Pallet etc were as described - so I feel i got what I paid for at a reasonable price. But the delivery arrived unannounced - I was told i would get a call, i did not, i got a knock at the door at 8am when i was about to leave for work. Failed my test - do what you say you are going to do ALWAYS!”

Helpful Report

Posted 8 years ago

Hi Gary - this should never happen. We tell customers to refuse to sign for goods that have come without the depot booking in the date with you directly. We will be looking into why this happened

Posted 8 years ago

“I have not yet started using the wood pellets so cannot comment on the quality. Delivery and customer service terrible. I was given times for delivery three times each time failed to arrive and I had to contact the haulage firm to find out what had happened. Delivery finally made on fourth appointment. I emailed Luxury Wood to complain that I had wasted three mornings waiting for delivery which did not happen and explained in detail the inadequate excuses given by the hauliers (eg new driver failed to follow instructions and looked for driveway on the left when the instructions said on the right). I asked for compensation and was offered a £5 per pallet reduction on my next order as I usually order two pallets I felt this was inadequate and emailed to that effect but dispite emailing several times have not received a response.”

Helpful Report

Posted 8 years ago

Dear Marcus, we are disappointed the depot let you down and will be looking into this. We will also be contacting you to see if we can offer a better compensation amount.

Posted 8 years ago

“The delivery company they use are pretty awful. First delivery was dumped on the kerb obstructing the highway, next delivery was the wrong day, as they say, third times a charm!”

Helpful Report

Posted 8 years ago

We will be looking into your particular delivery situation and coming back to you immediately.

Posted 8 years ago

“Many people who have wood fires live in the country where there are narrow lanes. The pallets are delivered by a 3rd party, along with many other good. They use large non-artic trucks that cannot navigate lanes. Our pallet was already falling to pieces before it came off the lorry and their had trolley couldn’t raise it. Thankfully a friend was visiting and the three us (including the grumpy driver) moved the collapsing pallet the short distance to the garage. This was not where we wanted it but the driver couldn't turn into our driveway, though a 12 wheeler had manged it for other deliveries of goods. The wood is good but if you can’t get it to where you need it what’s the point. Spent the next two days moving to the required location.”

Helpful Report

Posted 8 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.

Posted 8 years ago

“No phone call to agree delivery day was made by the local distribution centre (Premier Logistics). Instead, delivery turned up unannounced 3 days earlier than expected. Luckily there was someone in to take delivery. Driver had minimal experience of handling a pallet of pellets, and truck tailgate lift could not handle the 1 tonne load.”

Helpful Report

Posted 8 years ago

Hello Nigel 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 8 years ago

“The product seems good, even sized logs, reasonably clean to handle, but not enough of it. The lengths of the pallet on delivery are, on each dimension, a few centimetres less than advertised. This adds up so that instead of almost two cubic metres the volume is only about one and a half cubic metres. Buyer beware!”

Helpful Report

Posted 8 years ago

Dear Kenneth, the crates dimensions should all be exactly as stated on our website. If you have discovered a discrepancy please contact us on support@luxurywood.co.uk as we would like to discuss

Posted 8 years ago

“THE ONLY PROBLEM I HAVE IS FOR THE FIRST TIME EVER WE ORDERED NETS NOT BIG MASSIVE BAGS, WHEN THE DELIVERY DRIVER CAME THEY WERE STACKED ON TOP OF EACH OTHER ,AND I HAD TO HELP THE DRIVER LIFT THE PALLET OFF AS HE HAD NO WAY OF GETTING OUR PALLET, THIS HAS NEVER HAPPENED BEFORE AND NORMALLY MY WIFE IS IN AND SHE WOULD NEVER HAVE BEEN ABLE TO LIFT THE PALLET, THE DRIVER STATED THAT YOURSELVES WERE AT FAULT FOR USING 2 PALLET INSTEAD OF 1 BIG PALLET WHICH IS HOW MY WOOD HAS COME IN THE PAST. AS A COMPANY I THINK YOU ARE GREAT, GREAT WOOD AND GOOD PRICE, BUT YOUR COURIER SERVICE LET'S YOU DOWN WHEN THE CUSTOMER HAS TO HELP HE DRIVER AND HAS THEN HURT HIS BACK. NORMALLY I WOULD HAVE GIVEN YOURSELVES A 5 STARR BUT THIS TIME IVE GIVEN YOU A 2 STARR DUE TO A BACK INJURY CAUSED BY HELPING YOUR DRIVER WHO ASKED FOR HELP!”

Helpful Report

Posted 8 years ago

Dear Jane, we are happy that you find the wood to be excellent but we are very sorry that the delivery service has let us both down. We will be in touch today to discuss compensation.

Posted 8 years ago

“even with special instructions that we have restricted access, a lorry of completely the inappropriate size was sent. the driver park on the duel carriageway a few hundred yards away and down a sizable hill from us, then suggested we the female staff carry each pellet bag manually from the lorry to our storeroom. this was neither practical or appropriate so delivery had to be declined. days later and several phone calls before we received our order.”

Helpful Report

Posted 8 years ago

Hello Margaret, we are sorry to hear this and hope we get a better rating next time

Posted 8 years ago

“Two reasons for poor rating: 1) I rang before delivery to specify a delivery window of 7 days. I was told to put this in the "delivery instructions" box. I did this but it made no difference as the courier tried to deliver outside of the window. The courier said they did not receive the instructions I sent. 2) Even though the wood looks to be of a high quality the girth has been cut too narrowly. So rather than being "logs" much too much is closer to being "large kindling".”

Helpful Report

Posted 8 years ago

Dear Stephen, standard log width should be 8-15cm and you should have received exactly that. We will contact you about this today, and to discuss the delivery timing issue.

Posted 8 years ago

“I have not had chance to use the wood briquettes yet as it has been to warm to light my stove. Very disappointed with the delivery the pallet had rolled over in transport and half the pallet had fallen on the floor of the delivery van. Lots of the briquettes had been damaged in transport. Took me and the delivery driver about 20 minutes to clear the bags of briquettes from the back of the van to my garage. Pallets need to be better secured or delivery company need to be more careful”

Helpful Report

Posted 8 years ago

Hello Benjamin 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 8 years ago

“we have used you many times before for our wood but was shocked to receive our order on one massive pallet which the driver had no choice but to dump outside the garage. There was so much wood it took me and my 11yrs old son 5 hours to stack and sort before the rain came. The delivery driver managed to put the packets of bricks (2 pallets) near the house but we were both horrified to see that the only way to get the wood off the truck was to reverse it and dump it onto the grass. usually it comes on a pallet or two and is easy to stack but this time it was an absolute nightmare. I could hardly move my arms after so much stacking and I had no choice as it was blocking the drive way for others and rain was due. No point ordering dried wood to leave in the rain!! I come out in a hot sweat just looking at the wood now and shall never forget how awful it ws to receie it in this way. Mrs Turnbull”

Helpful Report

Posted 8 years ago

Dear Mr and Mrs Turnbull - I see previously you ordered other types of packing for your logs but this time was the first bulk bag and heat log combo - these are VERY big and really best for people who do not want to move the logs from where the driver leaves them (the logs are kept dry with the skirt tied top). In future please call us beforehand so we can recommend packing which will be more convenient for you.

Posted 8 years ago

“Made an online booking 4/3/16, got a call 7/3/16 to ask if a wagon could gain access, told them yes, they said they'd deliver 8/3/26. Still no delivery by 11/3/16 so rang the haulier direct, they said all their wagons were out, so we asked if we could collect, which they said yes to. we have had no apology, we are lucky to have a vehicle capable of collecting or we would have been out of fuel entirely. not sure who is at fault, but not very happy, think we should be compensated due to collection.”

Helpful Report

Posted 9 years ago

Dear Patricia, 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 be contacting you as a matter of priority, or you can contact us yourself on support@luxurywood.co.uk

Posted 9 years ago

The Luxury Wood Company is rated 4.5 based on 4,847 reviews