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

“Burns well and has good hear output Logs a bit small though”

Posted 7 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 7 years ago

“Good price bark blocks, but lots are broken up with lots of dust to deal with, hauliers were poor only delivering if I had a fork lift, what use is that if to your home.”

Helpful Report

Posted 7 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 7 years ago

“Good quality wood, let down by poor delivery. Waited on delivery for two days…”

Helpful Report

Posted 7 years ago

Hello Keenan, 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 7 years ago

“I didn't receive an email or phone call with a delivery date. I got a phone call from the driver when he was outside the house. I was 7 miles away, luckily he waited. In previous years I was given a date before hand.”

Helpful Report

Posted 7 years ago

Hello Robert, we deeply apologise for that, one of our team members has contacted you in order to look into this for you.

Posted 7 years ago

“Previous deliveries of ash and birch were pleasing to the eye and gave good heat. I purchased, what was described as Grade 1 ash, but when I unwrapped it, I was disappointed in the extreme. The crate seemed to be made up of a few standard-sized logs but infilled with small wedges and slices of wood which are only suitable for kindling. I complained, with photos, and the response was an apology and £30 off my next order. I will give them one more try to see if they have upped their game. The jury is still out.”

Helpful Report

Posted 7 years ago

Thank you, Richard. 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 7 years ago

“I ordered two sample packs, the sawdust briquettes and the bark briquettes. They arrived quickly and burn well, the bark ones in particular last well and almost keep in overnight (probably would in a bigger stove). My only gripe is that the price quoted on the website stated that it included delivery, but it didn't and I was charged an additional delivery fee. Please can you correct these details on your website to make it clearer!”

Helpful Report

Posted 7 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 7 years ago

“The wood is very good quality, but the delivery awful. After 10 days I phoned and was given the number of the local delivery company to phone myself. They assured me the wood would be delivered that afternoon. It wasn’t. Phoned again and told driver couldn’t fit me in, but nobody told me. This was a Friday, so had to wait until Monday, 13 days after ordering. I had cancelled important things to take delivery. Not good.”

Helpful Report

Posted 7 years ago

Dear Tim, Thank you for your feedback, we are sorry to hear that your delivery took that long, usually all of our orders are delivered within the week. On this occasion we feel let down by the depot and a member of our team is already in contact with the depot in order to investigate that for you. We have also dropped you an email to speak with you about that and put things right. We do apologise and we hope to make your next delivery a lot quicker than on this occasion.

Posted 7 years ago

“I purchased a crate of Oak logs this year having purchased Ash and been delighted last year. I have not been so impressed this year. Firstly the delivery arrived a few days after placing my order without any notice. I re-arranged delivery for the next day and was told to call at 8am to check delivery time. I did this and was told 1 - 2 pm the order finally arrived at 4pm meaning I had to cancel an evening appointment. The quality of the logs is OK but very irregular sizes with lots of small logs and not sticking to the stated length meaning some do not fit in my stove without cutting. Finally I understood Oak was slower burning but if anything these logs burn faster than the Ash I had previously. They do throw out good heat.”

Helpful Report

Posted 7 years ago

Thank you, Peter. We are sorry we did not get a perfect rating from you this time, but glad everything worked out in the end. A member of our team has contacted you to investigate the this for you.

Posted 7 years ago

“The wood burns well but most of the logs in the latest batch are enormous, far too big for my wood burner, so I'm having to spend ages trying to split them - not an easy task as I have arthritis in my hands. Luxury Wood needs to ensure that there is a variety of log sizes in each bag.”

Helpful Report

Posted 7 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 7 years ago

“Have used this company for 3 years. Glad that the diameter of logs is smaller this year. The driver did not have a power trolley so he had a hell of time getting the load off the lorry and I had to help him push it up the curb.”

Helpful Report

Posted 7 years ago

Dear customer, We are sorry to hear that your delivery experience wasn't as great as on the previous orders. A member of our team has contacted you as a matter of priority and will be investigating this for you.

Posted 7 years ago

“The wood was very well packed so even if the weather had been wet the wood would have remained dry. There were problems with the delivery which I had to complain about but the LWC were quick to take up the issue with the delivery company and resolved it although not without a little further confusion.”

Helpful Report

Posted 7 years ago

Thank you, David. We are sorry we did not get a perfect rating from you this time, but glad everything worked out in the end.

Posted 7 years ago

“Have used the Luxury Wood Company a few times over the years.I have always been very pleased until the last delivery - the quality was very different, the wood not so regularly chopped and not as dry as previously. Many of the logs appeared to be mould damaged whereas in the past the wood had been much drier and cleaner.”

Helpful Report

Posted 7 years ago

Dear customer, This sound very unusual to let such quality go out of the warehouse, our team has contacted you to investigate this for you.

Posted 7 years ago

“delivery on time”

Helpful Report

Posted 7 years ago

Hello, we are sorry to see that we did not get a positive rating from you on this occasion, a member of our team has contacted you to look into any possible problems you have experienced.

Posted 7 years ago

“Wood is reasonably priced, no issues there. But, the delivery is terrible. They use couriers for nearly 1 ton crates of firewood that normally handle fridges. I had to help them get it off the lorry and down the drive and it was bloody dangerous for both the poor guy delivering and me with a ton crate teetering on a pallet trolley. A delivery like this must be with a lorry with a small crane. It's only a matter of time till someone gets hurt it they don't change the delivery method.”

Helpful Report

Posted 7 years ago

Thank you for your feedback, we are sorry to hear that you have experienced such problems with your delivery, a member of our team has contacted you to look into the issue for you.

Posted 7 years ago

“Beware the shrinking crate size. Down by about 12% internal dimensions but the price is similar. This was our fourth or fifth order with the luxury wood company. We were surprised to find the crate was smaller (although it is in the small print on the website). Jumbo crates have become Full crates and shrunk.”

Helpful Report

Posted 7 years ago

Dear customer, I went ahead and checked the orders you have made with us and last year's order was for a different product. The wood type and size both are different to the product you purchased this year. I have emailed you with some information regarding that, hoping that will clear out the misunderstanding with the crate size.

Posted 7 years ago

“Delivered quickly and driver was able to drop crates where we wanted them. Shame that a majority of the oak logs are cut into small pieces.”

Helpful Report

Posted 7 years ago

Dear George, all of our logs should fit the specifications on the website. A member of our team will contact you to look into this feedback. We apologise for any inconvenience caused.

Posted 7 years ago

“Wood is great but none of the 5 deliveries have been with a 7.5t lorry always 18.0t despite specifying on the website and being on the invoice.”

Helpful Report

Posted 7 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 7 years ago

“No delivery notification, big Truck suddenly arrived suddenly but wood seems fine”

Helpful Report

Posted 7 years ago

Dear John, We apologise for the inconvenience caused, this has been dealt with and a member of our team has contacted you via email.

Posted 7 years ago

“My order of heat logs where delivered with a lot of the packaging around the individual 10kg packs loose and coming away allowing the logs to fall out and brake, all previous deliveries of both logs and heat logs have been successful”

Helpful Report

Posted 7 years ago

Dear Thomas, we were not aware of any issues with your order. A member of our team has contacted you to look into the issue for you.

Posted 7 years ago

“The ordering went smoothly and the transport company phoned me on Tuesday to ask when they could deliver, as the weather had been changeable we picked Friday morning as the forecast was dry. At noon there was no delivery so I phoned to be told my logs hadn't been put on the lorry but they could deliver at 4.00pm. I agreed. About 4.00 pm it started to drizzle, by the time the guy had dumped the pallet on the drive it was raining and got heavier. We got soaked putting the logs in the log stores and so did the logs. If they had delivered as agreed in the morning it would have been fine but poor delivery let me down and not for the first time with Luxury Wood.”

Helpful Report

Posted 7 years ago

Dear Tim, Thank you for your feedback. We were not aware of any issues with your delivery, a member of our team has sent you an email and is currently looking into the problems you have had with the depot in your area. We will make sure to organise a lot smoother delivery process with your next order.

Posted 7 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