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

“The quality of the wood itself is good and it is well packed but again it was let down by the delivery service! We were called by the delivery firm to confirm a particular day which we agreed, only to find when I rang them on the actual day to check, that the crate had not even reached them, so wouldn't be coming. A wasted morning! I emailed Luxury Wood to inform them and the reply said some compensation may be due but the email then disappeared and I heard no more.”

Helpful Report

Posted 5 years ago

Hello Charles, 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 5 years ago

“no delivery date confirmed, just got a call from the driver 30 mins before delivery. Wood does nt burn well , I suspect moisture to high”

Helpful Report

Posted 5 years ago

Hello Chris, 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 5 years ago

“Nowhere near as good as last order. Wood much harder to get going for some reason. Thinking of looking elsewhere for my next order.”

Helpful Report

Posted 5 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 5 years ago

“Wood is ok but driver didn't back onto drive so took several people to manually lift pallet up onto drive. Will go back to other companies in future”

Helpful Report

Posted 5 years ago

Hello Debbie, 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 5 years ago

“Sorry but it looks that this crate has a very high moisture content. It takes a long time to get the wood proper burning. I wrot an email to you already.”

Helpful Report

Posted 6 years ago

Hello Marc, 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 Ash is not burning as well on this occasion. Though the surface is less than 20% moisture you can literally see and hear the water when burning which makes for a difficult start. Fine once the fire is hot enough.”

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

“this time in the centre of the crate was quite a bit if bark stacked”

Helpful Report

Posted 6 years ago

Hello Clive, 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

“Overall I have been rather disappointed with the kiln dried oak order. I fear there is rather more moisture in the wood than advertised or the bag was indeed a mixture of both seasoned and kiln dried. Should kiln dried wood still have some residual moss on the outside of some of the logs?”

Helpful Report

Posted 6 years ago

Hello Gavin, 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 split logs are well packed and a good assortment of sizes with only 5-10% poor quality. As a first time customer, the company is let down by the delivery service they use. Kerbside delivery is understood and the angry driver who arrived had clearly had a bad day beforehand, seemingly due to the way his delivery had been set up, with which I did have sympathy. I have previously used "logs for sale" on several occasions and their drivers have always been more than helpful, so it is likely that my first trial of luxury logs will be my last. A rather disappointed new customer, with multiple wood burners, who could have been a regular!”

Helpful Report

Posted 6 years ago

Hello Charles, 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

“Plastic wrapped round wood and not included the pallet, when moved on pallet trolley the load shifted and collasped spilling load. Had to move the whole lot by hand.”

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

“Great wood, burns well, delivery was on schedule...BUT due to the small 'lip' on our driveway I had to carry 50 bags of wood to our wood store 1 by 1 as delivery guy left the pallet in the middle of the pavement outside our house (surely causing an illegal obstruction). I appreciate there's not much he could have done (except perhaps help me carry the bags of wood of course) but as we can't be the only house that has this problem, it would have been good if this was highlighted when we ordered the wood.”

Helpful Report

Posted 6 years ago

Hello Anna, 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 logs (kiln dried beech) and log store were of good quality and no problems at all but the delivery service was abysmal. The logs were delivered first but despite being clearly labeled to be delivered in 7.5 ton truck with tail lift they were dispatched in a 40 ton truck which the driver said he could not get up the road/driveway to deliver the large crate, so this was abandoned on the main road some distance from the house and garage. Fortunately there was a builder working next door who kindly moved the crate for us with his fork lift. The log store was delivered a week later but this was not even delivered to the correct address. It was simply abandoned in the driveway entrance of my neighbour's property, without even notifying either my neighbours or ourselves, despite both of us being at home throughout the day. Another of my neighbours then had to deliver it to us using his agricultural tractor. You really need to take up these issues with the haulage company you use for delivery if we are to use your company again. The above grading of "acceptable" is a compromise, the goods I would rate as good to very good but the delivery service as very poor.”

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

“We again suffered problems with delivery.Wood fine but it seems delivery firms to whom TLWC contracts less than reliable”

Helpful Report

Posted 6 years ago

Hello Susan, 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

“There was also a substantial amount of small "offcut" bits and thin branches that burn much faster than proper logs. However, my disappointment with the logs was matched by a good customer support experience.”

Helpful Report

Posted 6 years ago

Hello Keith, 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

“No communication from order placed to receiving. Crate was a little short on logs could easily have had two more layers of logs in places to have been level filled Other than that wood appears good quality”

Helpful Report

Posted 6 years ago

Hello James. 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

“Although I really wanted to like this company, Must say that a couple of issues have caused me to not intend to use them again. 1) I was not told that my pallet of wood would be delivered by a vehicle that would drop it on the sidewalk outside my drive and I would have to move it from there 2) The wood was covered in plastic--this is unsustainable and unacceptable. Dried wood does not need to be covered in plastic.”

Helpful Report

Posted 6 years ago

Hello Leonard, 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

“Quality of wood great, customer service really poor as you are not kept informed of progress of delivery dates/times! Bought 2 pallets on 30th October and still not had an indication of delivery (5th November now)?”

Helpful Report

Posted 6 years ago

Hello Nick, 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 quality of the wood looks good as usual and the driver was extremely helpful BUT I'm not so sure that the 2 to 5 working day delivery as advertised on the website really stacks up as again, as last time, I had to chase for a delivery date having had no contact from the company other than an order confirmation. To be fair once I phoned them they could have delivered next day but they shouldn't need the customer to chase them. Also the crates are a little "top heavy" and the drivers do struggle to get them off the lorries without them tipping over. As stated before though I am happy with the product not withstanding the big price rises over last year.”

Helpful Report

Posted 6 years ago

Hello Robert, 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 company let me down by not delivering on the agreed day. The female I spoke to about non delivery was rude and would not apologise. I may order wood elsewhere next time. This means I waited at home for 2 days costing me a lot of money. Your comments please.”

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

“Maybe give regular customers a better discount deal, apart from that good quality material.”

Helpful Report

Posted 6 years ago

Thank you, Bryn. 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

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