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

“I was disappointed in this crate of kiln dried ash logs as there was an amount of young lightweight wood in the crate.”

Helpful Report

Posted 7 years ago

Dear Malcolm, We are sorry to hear that you were unhappy with some of the logs received, as a general rule, the lighter a log is, the drier it is. Properly dried logs will burn better and give a lot more heat. We want to make sure your experience with us is positive, a member of our team has emailed you to follow up on that with you.

Posted 7 years ago

“The wood is of a good quality, but contained a lot of very small pieces (good for kindling) and timber debris. Unfortunately the pallet was constructed so that the pallet truck could only pick it up on the long side, and as such it was too wide to go through our side garden gate, which resulted in a lot of manhandling!!”

Helpful Report

Posted 7 years ago

Dear Roger, We were not aware of any issues with your order. A member of our team has emailed you to look into this for you, should there be any issues, we will be happy to look for resolution with you.

Posted 7 years ago

“We have been ordering logs here for the last three years, but this batch looked a little worse than usual, as if the logs were leftovers from somewhere rather than the usual quality. Also we always had some complimentary kindling and starter s but nothing this time.”

Helpful Report

Posted 7 years ago

Hello Renata 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 7 years ago

“Smiled at their definition of logs , kindling would be match sticks.”

Helpful Report

Posted 7 years ago

Dear Desmond, We are sorry to hear that you are not happy with the sizing of our logs. All of the logs we sell should fit in the specification on the website. A member of our team has contacted you via email to look into this for you. We will be happy to assist, should any issues need resolving.

Posted 7 years ago

“Generally good service and delivery. In last delivery one bag was split and only had 1/2 pellet left in it. I am have ordered from LWC 4 times and will do again. Good quality pellet and helpful staff. Thanks”

Helpful Report

Posted 7 years ago

Dear Mark, Thank you for your feedback, we generally always compensate our customers if they have received damaged goods. That requires our customers to get in touch after receiving the order and we are always ready to resolve the problem. A member of our team will contact you shortly to look into that for you.

Posted 7 years ago

“The service from the company was very good but once again there were problems with the delivery firm. Despite it being a requirement that the courier should telephone to arrange delivery, they did not. I found when the logs were out for delivery on the tracking information. Actual delivery was chaotic. The trolley used to unload the logs was totally inadequate and fact was not safe to use. It was barely able to lift the pallet up from the floor. I had to get on the lorry and push while the driver pulled. When we got to the tailboard, the whole lot could not be controlled and it fell off, with the trolley stuck in the broken pallet. Fortunately, our local farmer saw the chaos and came to the rescue with his tractor and was able to lift the pallet upright to enable the trolley to be removed. I do not criticise the driver, she was most helpful and did her utmost to assist, including helping to move some of the logs. However, I have serious concerns about Richard Read, the courier. This is the second time they have made a delivery yo me and on both occasions the equipment to remove the pallet from the lorry was inadequate. They do not seem to have any regard for the health and safety of their employees nor their customers. Our local farmer has offered that in future, deliveries of this nature v=can be made to the farm where he will unload the pallets using appropriate equipment and bring them to me. However, that should not be necessary. Other companies I have bought from use couriers who have the correct equipment to deliver heavy loads such as pallets of logs.”

Helpful Report

Posted 7 years ago

Dear Malcolm, Thank you for your feedback, we were not aware of any problems with your delivery, a member of our team will contact you shortly to investigate. Be sure that we will not tolerate such service by our delivery partner and will make sure that your next delivery is much more positive experience.

Posted 7 years ago

“Good service again pity we were not informed about delivery”

Helpful Report

Posted 8 years ago

Thank you, Carol. 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

“Basic product not as good as my usual supplier. The briquette expands a lot more than usual filling the stove with ash quickly. Heat output ok but burns quickly. Nicely wrapped for easy handling. I would not purchase again.”

Helpful Report

Posted 8 years ago

Dear Paul, Thank you for your feedback, we are sorry to hear that you are not happy with our heat logs. There have been reports of people damaging their stoves from ‘jamming’ full heat logs into a small stove, whereby, on expansion, they have put undue pressure on the walls of the stove or the glass door. For this reason, the smaller the pieces your heat logs are broken into, the better!

Posted 8 years ago

“Wood arrived as expected, good delivery. The wood was dry but some of it was covered in green mould this is not satisfactory,I don't want to bring this into my house.This is the first time this has happened in several orders.”

Helpful Report

Posted 8 years ago

Dear Gordon, A member of our team will contact you shortly to look into this for you. Apologies for any inconveniences caused, sometimes during transit mold can occur due to condensation between the plastic and the logs.

Posted 8 years ago

“An effective and easy way to order logs. I order the bags as this makes it easy to carry loads into the house and quick to stack in my garage. I was disappointed to find that the logs are now a good inch shorter than the previous loads. When you buy 50 bags thats quite a lot less wood!”

Helpful Report

Posted 8 years ago

Dear Philip, All of our logs should fit the specifications on the website, a member of our team will contact you shortly to look into the problem. If you have received anything smaller in terms of size, we will make sure to solve the issue.

Posted 8 years ago

“Normally the wood from this company is very good and we have used them often however this time there were a couple of issues. 1.A lot of the logs were on the large side the lenghts were fine but they were very chunky. 2. Some of the logs hissed when put on the fire (not all but a fair number) this suggest that they were damp. It may of been our imagination but this batch is not burnibng as hot as usual”

Helpful Report

Posted 8 years ago

Thank you for your feedback, a member of our team will contact you shortly in order to look into the issue.

Posted 8 years ago

“I purchase a mix of composite logs and peat, delivery was fast and efficient with the driver very good at point of delivery. Product: the logs are very good, the heat is excellent, the residue ask is fine and goes onto the garden. The peat, briquettes which I'm disappointed with, they burn ok but there is no peat aroma I was expecting, arr well. Will probably order again for autumn. Tom Holland”

Helpful Report

Posted 8 years ago

Dear Tom, We are glad to hear that you are happy with our product, we are sorry that the peat aroma was not as expected. We do hope to keep you as a customer. Be sure your feedback is taken into consideration.

Posted 8 years ago

“Good service and the wood is nice and dry but the wood was rather small. So few substantial pieces that I feel I've purchased a huge quantity of kindling. I appreciate a company that packs out the gaps with the smaller pieces but this was really lacking.”

Helpful Report

Posted 8 years ago

Dear Steven, A member of our team will contact you as a matter of priority to look into this for you.

Posted 8 years ago

“Sorry, but this time we got a bad palette. Last time the wood was clean, very dry and all same sizes. This one has so many very small logs, they are full of dirt and they don't catch fire as the last we had. I hope I will not get another one like this. If yes I will look for another supplier. Sorry but this time we are not happy.”

Helpful Report

Posted 8 years ago

Dear Marc, Thank you for you feedback, we will contact you immediately to look into this for you. It is priority for us that our customers have positive experience with the products, and we will make sure to fix any issues that you may have experienced.

Posted 8 years ago

“Although the logs are perfectly acceptable and always dry as stated, the delivery can be quite scary sometimes, as two small pallets are often placed one on top of the other making it precarious. And I still can't believe the price increase was twice in as many weeks. I will be looking for an alternative.”

Helpful Report

Posted 8 years ago

Dear Tracy, We are sorry to hear that you are unhappy with our service, a member of the team has contacted you to look into the problems for you.

Posted 8 years ago

“paid £219 pound for ash crate of kindling you could not call them logs its a none stop job loading the fire at 3 logs a time I have only a small fire FIREFOX 5. The last but 1 order some comedian put 2 complete logs about 18 in diameter and 11 in long in the middle of the crate. When buying you take your chance on what you get”

Helpful Report

Posted 8 years ago

Dear Tony, We are sorry to hear that you are not happy with your order. All of our logs should fit the specifications on our website, a member of our customer support team will contact you shortly to investigate the matter.

Posted 8 years ago

“I wouldn't say the luxury wood company made me happy, the initial ordering procedure was quite straightforward, but the delivery system leaves a lot to be desired. I got an email telling me to contact my local delivery provider to find out the date of delivery, I got a total runaround, nobody available to take my call, leave a message, only to be told ...this mailbox is full, call back later or hold the line for assistance, which then cuts off your call. I called again and was transferred to 3 different departments, and then got the leave a message, nobody available message again. I Called the luxury wood company who promised to sort this out for me and get back to me with a delivery date, they never got back to me...what a surprise!. Late that same evening, there was a knock on my door and lo and behold my wood delivery was here, we had to move two vehicles, and run around like idiots because we were totally unprepared for the delivery due to the total lack of communication from the luxury wood company and its associated delivery providers. That being said the delivery driver himself, was absolutely brilliant, very helpful and wasn't annoyed at having to wait while we got organised. I won't be using the luxury wood company again. An email in the morning telling me to organise delivery, and the actual delivery arriving the same day without any warning is totally unacceptable.”

Helpful Report

Posted 8 years ago

Dear Sylvia, we apologize for the miscommunication, I will investigate this and contact you via email as a matter of priority.

Posted 8 years ago

“Purchased from LW before with no problems but this time the consignment arrived several days after the confirmed date without any update from LW. Had to chase and didn't get the call back promised.”

Helpful Report

Posted 8 years ago

Dear Leslie, we are sorry to hear about the delivery delay this time. We will investigate this and a member of our staff will be in contact with you shortly.

Posted 8 years ago

“Second order from this company. Generally satisified. Was expecting 100% Ash Wood so I was surprised to find Birch as well. Delivery driver did not call to notify me of date and time of delivery, was less than accommodating and made Victor Meldrew seem like he should be put forward for peace and tranquility prize.”

Helpful Report

Posted 8 years ago

Dear Andrew, we were not aware of any delays with your delivery. We are currently investigating this and a member of our staff has already emailed you in regards.

Posted 8 years ago

“They would off got a very good rating from me, it was the courier they used that let them down, did not deliver when they said, had to phone them 5 time, second delivery would have failed If I did not phone and check it was on its way. Wood was very well packaged and good quality. I will go back to them for a second order, but if there courier let's them down it will be the last time.”

Helpful Report

Posted 8 years ago

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