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

“Can't fault the quality of the wood, it's fantastic. Do have a problem however with the local delivery firms who have twice now left a large crate of wood in the most awkward of places that has necessitated me having to manually unload and move to our wood store!”

Helpful Report

Posted 8 years ago

Dear Tim, we will write to you today. Our service is officially kerbside but there is usually scope to place the pallet in a position of your choosing if the surface is flat and not sloped

Posted 8 years ago

“I have had 2 deliveries of 70 bags. Before the 2nd I requested a smaller lorry but a 7 ton arrived which necessitated a lengthy performance again reversing up an awkward drive. The drive is gravel and therefore the driver asked again for a solid base to lower the pallet onto. The pallet was broken and tipping sideways so my husband and I had to help the driver counterbalance it. This happened with the first delivery and the driver had to stack the logs on the tail gate and I carried and re stacked from there. Not ideal. A sheet of plywood could be carried on the lorry for the pallet to be lowered onto! The logs are perfect, just a pity the delivery service is poor.”

Helpful Report

Posted 8 years ago

“a Little disappointed with my second delivery the first load was excellent but this delivery was very dirty with lots of rubbish and moss on the logs”

Helpful Report

Posted 8 years ago

Hi Sue, this should not be the case and if it is we will surely put it right. We will contact you today.

Posted 8 years ago

“Ordering and communications were good. 3 of the 8 pallets themselves (not contents) were damaged which made handling and storing difficult. 4 of the 8 pallets had split bags and although very little of the pellets were lost at delivery the contents will spill out when the wrapping is removed and bags handled.”

Helpful Report

Posted 8 years ago

Hi Derek, we were not aware of any damages on this consignment. Can you please get in touch with us as we would like to put this right.

Posted 8 years ago

“Good service but on this occasion most of the logs were on the small side”

Helpful Report

Posted 8 years ago

Hi Jeffrey, standard log length is 8-15cm width and 25cm length. We will be in touch to see if you received anything different to this.

Posted 8 years ago

“Product is ok - although the price of wood pellets has not responded to the huge drop in price of alternative fuels. Main problem is with delivery - I am a domestic user (approx. 2 tons per month). The truck delivery is not efficient and could be improved significantly by the simple use of electric powered pallet trolleys. All of the drivers are dissatisfied with this aspect of their job and the truck operator must be sailing very close to the wind on health and safety issues.”

Helpful Report

Posted 8 years ago

Dear Barry, we will be contacting you about your delivery experience as we did not receive any communication from you or the haulage company on your delivery day. We will be contacting you today

Posted 8 years ago

“The same as what i can get locally, but this will be my last putchase as they sre now charging a 'Remote Delivry Surchage' making them uncompetitive even at the sale price.”

Helpful Report

Posted 8 years ago

Dear Michael, Remote Zone surcharges only affect a very small percentage of our customers. You can check if you are in one of these areas on our delivery page prior to ordering.

Posted 8 years ago

“One bag split on delivery, followed by quibble from company. Very slow to actually ship product. But quality of pellets is fine.”

Helpful Report

Posted 8 years ago

Hello Katherine 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

“Beautiful product, sadly 2 large bags of mulch bark were sent on a single pallet... making it nearly impossible for the driver to remove the pallet from the lorry; thus requiring myself to help with the significant task. In the future, if sending 2 large bags... put on 2 pallets. Yes, perhaps shipping is high cost but your customer isn't left in a position to either do the work and help the driver OR reject the shipment. Cheers.”

Helpful Report

Posted 8 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 8 years ago

“Ordered half pallet of peat and half kiln dried wood delivered on one pallet. Peat is great burning slowly and will stay in over night if I turn my multi-fuel stove right down. Wood is very good too but very expensive for what you get. But why oh why do you send it on a lorry with only a hand pallet. They are meant for use inside purpose built factory environments not for uneven roads with slopes, bumps and kerbs. The driver tried his best but could not even get it to the entrance to my drive and abandoned it in the road!”

Helpful Report

Posted 8 years ago

Dear Simon, we do state that the delivery is kerbside however it seems that in this case the driver may have had trouble reversing to your particular driveway. Can you please contact us on support@luxurywood.co.uk so we may assess this further.

Posted 8 years ago

“I have bought from you before and my first purchase delivery was swift and the pallet was full to busting. This experience was rather disappointing. As well as the delivery being down to the wire when I checked the pallet I was disappointed to find that it was at least one layer light so not really value for money .”

Helpful Report

Posted 8 years ago

Hello Sian, 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

“I'm a repeat customer for Luxury Wood Company" I regualalry buy wood pellets and wood logs for my boiler and wood burning fires. Good prices and rapids no fuss delivery are both major positives. However I do have 3 comments for suggested improvements. First is recent change to wood pellets supply brand. Main offered brand now is Granulta pellets and they are NOT good quality pellets. I have had significant trouble with my boiler since using them. They produce a lot more ash than other brands, are a lot more powdery and tend to burn too hot for the boiler so it shuts down regularly. They changed the colour of the package so I mistakenly bought them again. Will not buy them in future, second comment is a suggestion to offer PayPal payment on website, my other suppier offers PayPal and its a lot more convenient as address etc is supplied automatically . Final comment is that it appears that additional information in the address field is not passed on to the logistics company as I always pass instruction to put road name into satnav and this instruction never appears on the drivers instructions, this may be an issue with e logistics firm and not LWC themselves.”

Helpful Report

Posted 9 years ago

Hello David, all of our wood pellet suppliers are EN+A1 certified and there should be no problems with pellet quality due to the strict EN+A1 requirements. Different boilers will react differently to various pellets but we would certainly like to discuss this with you and investigate further if possible. Please email us on support@luxurywood.co.uk so we may assist.

Posted 9 years ago

“We ordered a jumbo crate and it was ok, there was a disturbing amount of softwood in it though, probably about 15% softwood, some rotten. ok value, pretty convenient delivery though, and the crate it came in made great kindling.”

Helpful Report

Posted 9 years ago

Thank you very much for your feedback! We can assure you that the wood is 100% ash as stated on our website. We really would like to learn more about the issues you had as we trace every single complaint with a lot of care and we don't want you to be unhappy with your order. Our customer support team will contact you.

Posted 9 years ago

“We were impressed with the value of the bags of kiln dried logs (70 bags per pallet) and have had a good fire burning since we received the order. Only three problems! First, the pallet tipped over on the back of the lorry. He dumped the bags on the road and we had to load the bags onto a wheel barrow and throw them in the garage. It was raining heavily and the driver kindly jumped into his cab while I was loading the barrow for the umteenth time (it carried 6 bags at a time). The next problem was when I called Luxury Wood Co. They asked for photographs before they could deal with my complaint. Obviously, I didn't have time to pose for pics as it was raining heavily. Our final moan is that the load of 'ash' logs have something else mixed in - it looks like spruce. If we order a load of ash that is what we expect. In saying all of that we will reorder but we'll get the jumbo crate and I'll have my camera on standby.”

Helpful Report

Posted 9 years ago

Dear Billy, we were sorry to hear about your experience. We do routinely ask for photos to determine if any problems in quality are something that we need to act on - we would also like to discuss what happened with your delivery. Please if you could contact us on support@luxurywood.co.uk

Posted 9 years ago

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