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

“Pallet of wood much smaller than those I've purchased from other companies,about25 per cent..wood itself is as expected ,dry,some very large bits,some very small bits ,does the job but expensive due to size of pallet .will I use company again ,only if I can find no one else.”

Helpful Report

Posted 8 years ago

Dear John, The logs should be 5-15cm diameter and 15cm in length, and should always fit these specifications. If you could kindly send in some photos we would like to investigate your case. Please email support@luxurywood.co.uk

Posted 8 years ago

“The wood is fantastic - the delivery process was somewhat torturous though.”

Helpful Report

Posted 8 years ago

Thank you, we appreciate the positive comments and look forward to hearing from you soon!

Posted 8 years ago

“The wood itself is very good, but the company, via its chosen delivery company, is very inflexible. The pallet company could only deliver to me at the end of a driver's daily run, meaning that I did not receive the pallet until mid-afternoon, leaving limited time to 'barrow' it from the pavement into my garden. As I am 75, this is quite an onerous task. Neither the pallet company or the Luxury Wood Co. were willing to try to help change this, the latter simply referring me to the terms and conditions. I consider this to be poor customer relations!”

Helpful Report

Posted 8 years ago

Dear Robin, the depots will always deliver between 8am and 6pm however we think in your case a special case can be made for a morning delivery. Please if you can call us to discuss we can work this out for next time.

Posted 8 years ago

“I have used Luxury Wood Company a number of times in the past and been more than happy with the service and product, and would give them a very good rating. However on this occasion I have to say I am a little disappointed with the logs supplied. In the past the logs have been of a good cross section but this time the cross section of all the logs is much smaller than previously supplied, including a number of round branches of about 5 or 6 cm cross section. For this reason I can only rate them average.”

Helpful Report

Posted 8 years ago

Dear Brian - the logs should be 5-15cm diameter and 15cm in length, and should always fit these specifications. If you could kindly send in some photos we would like to investigate your case. Please email support@luxurywood.co.uk

Posted 8 years ago

“these heat logs expanded far to much for my liking, I have had to break them into three parts I prefer a log that stays in one part, as a purchased last year from a different supplier, they do burn ok.”

Helpful Report

Posted 8 years ago

Hi David - the ECO BRIQUETTES are very dry and because of that they will expand. We advise people to break them in two, and never put more than two logs in a stove. They will burn very hot as well.

Posted 8 years ago

“product was as described and well packed. We were promised a call to arrange delivery but instead courier turned up without warning. Courier had not been passed our phone number so were unable to call.”

Helpful Report

Posted 8 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 8 years ago

“Normally good products and service but this time the quality of the oak logs I bought was poor and not as depicted on the website. Many smaller branches and offcuts. Offered £20 off next order.”

Helpful Report

Posted 8 years ago

“The straw pellets were delivered by very nice driver, no delays in delivery. However when stacking the bags, 10 out of 65 were not sealed properly at the top and pellets were coming out when we moved the bags, we had to tape over them to stop more escape. The straw pellets were much darker than straw pellets I have bought from other suppliers in the past and darker than the picture shown on your website. What type of straw is this? Certainly not wheat straw! They do not absorb wet as quickly as other makes of straw bedding. I did enquire about them being used for horse bedding and was assured they can be used for that. Won't be buying again.”

Helpful Report

Posted 8 years ago

Dear Linda - these are wheat straw pellets however we were not aware of any broken bags. We will be in touch as you may be entitled to compensation for this.

Posted 8 years ago

“Kiln dried ash good. Oak small pieces and considerably less volume. Not worth the extra price.”

Helpful Report

Posted 8 years ago

Hi David, all the logs should be between 8-15cm in width and the volume must be as stated on the website. If you have not received this please contact us so we can arrange compensation.

Posted 8 years ago

“Ordering is easy and straightforward with polite calls advisors. Where it all falls down is the delivery of the order, despite repeated requests to have notification prior to delivery this still does not happen and on average 3 or 4 bags are damaged but not empty losing up to 25% of its contents through careless handling (your courier uses sub contractors to deliver up to us in the Highlands of Scotland). Still the best deal to be found despite the new delivery charge which could impact on my decision to reorder should this rise in tandem with the price of the wood pellets.”

Helpful Report

Posted 8 years ago

Hi Peter - you should always be called and have the day booked in, and te delivery should arrive on the day agreed. We will be talking with this depot to find out what went wrong here.

Posted 8 years ago

“Delivery was arranged for the Monday however the delivery driver was unable to unload my order (wood + peat) due to its weight so had to come back the next day with the appropriate lifting gear to get it off the delivery truck.”

Helpful Report

Posted 8 years ago

Dear James, thanks for the feedback. We will be speaking to this depot to find out why the appropriate tail lift was not sent in the first place as they should always arrive with correct equipment

Posted 8 years ago

“great product, but your delivery company when I phoned them to find out about the delivery slots I was told that it was a 9 hour slot and that they could not tell me what time of the day the truck would deliver my order, on which I replied....do you expect me to put in a days leave? you have to be joking. After a lengthy discussion he agreed to call me 2 hours before the delivery would take place so that I could leave work in time for the delivery, but later I get a call at work to say that the truck is at my address and there is nobody home.....this is a large crate of fantastic fire wood and has to be delivered to your house but with a 9 hour slot wont work for most customers.....the driver did come back later when I got home from work, but with online shopping today surely there needs to be better system to deliver our orders.”

Helpful Report

Posted 8 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 8 years ago

“Bit of a mixup when it was delivered no problem with wood though”

Helpful Report

Posted 8 years ago

Hello Joseph 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

“No complaints with the quality of the wood, however, it was delivered on the wrong day that had been requested and as a result we had to manually unload and then reload an entire pallet to get it off our drive”

Helpful Report

Posted 8 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 8 years ago

“Quick easy transaction, with fast despatch, one problem was that the wrapping was not strong enough to stop the load toppling over in the delivery vehicle, on speaking to the driver this was the third time this week it had happened to him. This means the whole load had to be taken off individually by hand. As the heat logs are wrapped in plastic in threes this makes them very hard to stack to any height as they slide off each other. Would suggest a couple of straps would hold it more securely for transport.”

Helpful Report

Posted 8 years ago

Hello Edward, 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

“Very disappointed with delivery. The pallet had fallen over in the vehicle so my husband who is 80 had to help which took 1and1/2 hours.Idid email the luxury wood but the reply was these things happen”

Helpful Report

Posted 8 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 8 years ago

“Having purchased a variety of products from LWC i find the full pallet of pellets good value ,however on two deliveries the load has collapsed which means a lot of work for the driver and myself. I found the wood pellet packaging to be quite strong but the straw pellet bags are too flimsy for purpose.”

Helpful Report

Posted 8 years ago

Hi John, the bag strength of the straw pellets is something we are working on - rest assured if any of your product has been damaged the value will be refunded.

Posted 8 years ago

“Product good but once again, delivery a nightmare!. Third time ive purchased logs and every time the delivery has went wrong.”

Helpful Report

Posted 8 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 8 years ago

“Happy ! Not yes the logs were delivered after second attempt,they are blocking my drive way so needless to say my husband is not happy.”

Helpful Report

Posted 8 years ago

Hello Katie, the driver will usually place the logs where you direct them to. We will contact you immediately to find out what we can do about this

Posted 8 years ago

“The driver failed to call before arrival. His paper work did not have my phone No.”

Helpful Report

Posted 8 years ago

Hello Alex, 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

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