Purchased 30 some oak sleepers earlier this year. No mention of imperfections in the description. Only 25% of them were cut accurately, some way out. Definitively a Friday afternoon in the sawmill. Al... See more
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We are first-time buyers and could not be more impressed. The ordering process was straightforward and the delivery prompt with the pallet placed exactly where needed by the transport company The... See more
Company replied
Used these for many years now. Great service and very competitive prices. Helpful and courteous drivers always bringing our crates up our drive. One suggestion: An optional ‘lid’ to purchase w... See more
Wasn’t looking forward to the delivery - a lot of lifting (I’m 83) - but the driver asked where to unload. I showed him the woodshed and he reversed his 7.5 tonner into the driveway and cheerfully sto... See more
Company replied
Company details
Written by the company
Luxury Wood Company Ltd is reliable firewood supplier delivering whole range of fireside accessories, firewood and fuels (kiln dried logs, eco heat logs, wood pellets, house coal and peat) all over UK and Ireland. In addition to our main product line we expanded our product portfolio in offering large variety of garden soils, composts, bark mulches,decorative stones as well as outdoor furniture. Our primary focus is high quality and effortless order to delivery process for both retail and wholesale clients.
Contact info
Manor Business Park, Darlton Rd, DN22 0LG, East Drayton, United Kingdom
- 0115 697 1118
- info@luxurywood.co.uk
- luxurywood.co.uk
4.1
Great
445 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 24 hours
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Service
The wood I wanted was out of stock. True to their word they text me when it was back in stock.
17 June 2024
Unprompted review
Great product, very sketchy delivery process
As I only placed my order 2hrs ago so I can only review based on previous orders.
The wood is usually excellent and supplied in sturdy crates for a competitive price My main issue is with the courier service used, and not being given a delivery date, which can be up to 10 working days!
14 June 2024
Unprompted review
Super Packed Pellets
first time i have ordered from the Luxury Wood Company, they were recommended by a friend. I created an account and ordered 3 full pallets, all online, very easy process. The pellets arrived as promised. Wow, pallets of 65 bags of pellets that were stable, having the lower half of the bags strapped to the pallet and double wrapped in clingfilm, no wobbly stacks, no torn bags, very very impressed. The price was also the lowest i could find, i will DEFINITELY be using this company again
30 May 2024
Unprompted review
Outstanding service
Outstanding service, very quick delivery, very well packaged. Highly recommended
29 May 2024
Unprompted review
Its what I was shopping for at a good…Oak sleepers
Its what I was shopping for at a good price.
30 May 2024
Unprompted review
Logs always low moisture content
Logs always low moisture content, packed tightly together, good value for money, I looked at many other suppliers and decided this company was providing a good product for less money per cubic meter.
24 May 2024
Unprompted review
Very nice bbq charcoal indeed and best…
Very nice bbq charcoal indeed and best price plus free Same day shipping, next day delivery. Wow what an Amazing experience and to be repeated for sure and highly recommended. Thank you
18 May 2024
Unprompted review
Good price and quick delivery
Good price and quick delivery. Will definitely use again.
1 May 2024
Unprompted review
Excellent item delivered
Excellent item delivered. Very helpful delivery driver. Great communication with company. 5*
25 April 2024
Unprompted review
Reply from The Luxury Wood Company
Thank you for the glowing 5-star review! We're thrilled to hear about your excellent experience with our services.
A Barrel of Apples
In my second delivery of two pallets of firewood, I recieved one pallet of rotten oak, which was expected to be repackaged and left at a collectable point for refund or replacement. both of which were either difficult or impossible, taking me a few hours to unpack and remove 150 metres to my property (which I obviously expected). However, it was poor customer service to expect the reverse process and offer pitiful compensation as an alternative. I eventually accepted an improved but mediocre compensation. This was a supplier issue that should have been picked up before in packing, and therefore fully compensated by their supplier, which would have immediately restored faith in the company..
On the positive side, reasonably priced in an expensive market.
15 January 2024
Unprompted review
Reply from The Luxury Wood Company
Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you experienced with your recent delivery of firewood. It's disheartening to hear about your disappointment with the quality of one of the pallets and the challenges you faced in the process of resolving the issue.
We'd like to clarify that our subcontractor can only collect goods if they are on a pallet in the original state when delivered, which unfortunately limited our options for retrieval in this case. We understand that this added complexity to the situation and contributed to your frustration.
Regarding the quality of the firewood, while we strive to maintain the highest standards, it's regrettable that one pallet did not meet your expectations. We assure you that the product delivered was fit for purpose, and we're committed to addressing any issues that arise with our suppliers to prevent such occurrences in the future.
In terms of compensation, we acknowledge your dissatisfaction with the initial offer and are glad that we could reach a resolution that you found acceptable. The compensation offered was equivalent to approximately half a crate of wood, totaling around 250-300 kg worth of firewood.
We greatly appreciate your feedback as it helps us improve our services and prevent similar situations from occurring in the future. Your satisfaction is our top priority, and we hope to have the opportunity to serve you better in the future.
Overcharged Hundreds of Pounds
Checkout experience was appalling. Paypal screen was invoked twice by Luxury Wood's web site, and according to my banking app, I have been charged twice - an issue amounting to over £300 overbilling. Customer services were extremely blase on the phone, disclaiming any responsibility and suggesting I speak to Paypal. Of course it is almost impossible to actually speak to Paypal, so it will now be weeks of hassle before I get my money back. This company is to be avoided.
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Edited to respond to Luxury Wood Company's reply: PayPal offers an API. The double-invocation of the PayPal API is surely *not* PayPal's responsibility - the API was called twice by *your website*, as I explained to your customer services person, who dismissed this without explanation - just as you do in your reply. The response that it is entirely PayPal's issue is disingenuous and rather undercuts your sincere apology. Suggesting that people use another payment method because your website is buggy is absurd - if you or your ecommerce suppliers are so unconcerned about bugs in your checkout, I'm certainly not entering my credit card details!
In your reply you say, "we assure you that we are committed to supporting you throughout this process to the best of our ability". This actually seems to mean "even though our website caused this, you need to sort it out yourself and we are unwilling to do anything about it". When I "reached out" to you before, that's what I was told, quite bluntly. What would you do differently if I "reached out" again?
18 April 2024
Unprompted review
Reply from The Luxury Wood Company
Dear Adam,
We sincerely apologize for the inconvenience you experienced during your checkout process on Luxury Wood's website. We understand your frustration with the double invocation of the PayPal screen and the subsequent concerns regarding overbilling.
We want to clarify that our records indicate only one payment transaction from your account, and there has been no overbilling on our end. However, we acknowledge the discrepancy between your experience and the information provided by your banking app.
Additionally, we'd like to highlight that at Luxury Wood, we offer not only PayPal as a payment option, but also accept payments from all major card providers. We strive to provide our customers with a variety of payment methods to ensure a convenient and secure shopping experience.
Please know that while we strive to provide a seamless shopping experience for our customers, payment processing is managed entirely by PayPal. As such, we do not have direct control over the payment process, including any failed or pending transactions. PayPal handles all aspects of payment authorization and processing, and unfortunately, they do not disclose specific transaction details to our company.
We regret any misunderstanding or inconvenience caused by our customer service response. Our team aims to assist customers to the best of our ability within the scope of our control. However, in cases where payment issues arise, PayPal is the appropriate point of contact as they have access to the necessary transaction information and tools to resolve such matters efficiently.
We understand that reaching PayPal's customer service can sometimes be challenging, but we assure you that we are committed to supporting you throughout this process to the best of our ability. Should you encounter any further difficulties or require assistance, please do not hesitate to reach out to us directly, and we will do everything in our power to help facilitate a resolution.
Once again, we apologize for the inconvenience and appreciate your understanding and patience as we work to address this issue.
Sincerely, LWC
Ordering my purchase was easy so far …
Ordering my purchase was easy and pleasant. However I cannot give a final assessment until my order of logs has been delivered.
16 April 2024
Unprompted review
Reply from The Luxury Wood Company
We appreciate your positive feedback! Thank you for taking the time to share your experience.Your insights help us enhance our services!
Awful Customer Services
I ordered a 1 ton bag of bark, and completed the purchase without it being highlighted they have a kerb side delivery policy (you only find this out of you navigate to a delivery tab on their webpage and scroll down to the bottom, which i had no reason to do, I would expect some like this to be highlighted during purchase) and so a ton bag was left on the public footpath outside my house in the rain, and took 3 hours with a shovel to move it the 20cm across a brick high border into my garden as we do not keep a hydraulic lifter at home to have moved this ourselves and the driver said he was not allowed to. Their customer service is beyond shocking, with zero understanding of a customers view, curt and abrupt .Will definitely never use this company again.
9 April 2024
Unprompted review
Reply from The Luxury Wood Company
Dear Nicola,
Thank you for taking the time to provide feedback regarding your recent experience with our company. We sincerely apologize for any inconvenience caused by our kerbside delivery policy.
We understand your frustration, and we appreciate you bringing this to our attention. Our kerbside delivery policy is designed to ensure the safety of both our drivers and our customers, as well as to comply with delivery regulations and best practices.
Regarding the placement of the ton bag on the public footpath, we regret any inconvenience this may have caused. Our drivers are instructed to deliver pallets to a safe and accessible location, adhering to our policy which prohibits delivery onto grass, gravel, inclines, or over steps. We acknowledge that this may not have been clearly communicated to you at the time of purchase, and for that, we apologize.
We sincerely value your feedback and will take steps to improve our communication regarding our delivery policies during the purchasing process. If there are any further concerns or if you would like to discuss this matter further, please do not hesitate to contact our customer service team.
Once again, we apologize for any inconvenience caused, and we appreciate your understanding.
Best regards,
LWC Team
Logs too small
As a first time customer of LWC, my high hopes for their logs soon disappeared. I was expecting a large crate of Ash logs, but too much of what I received can only be described as ‘large kindling and offcuts’ with a smaller number of ‘normal sized logs’ thrown in. I’ve been buying logs for quite some time now, but have to say that this lot has been very disappointing compared to others I’ve bought over the years.
Sorry LWC, but can’t recommend.
25 March 2024
Unprompted review
Reply from The Luxury Wood Company
We appreciate you taking the time to share your feedback. We regret that your experience fell short of expectations. Please reach out to us at support@luxurywood.co.uk so we can better understand how we can improve. Please also send pictures of the stock received.
Easy to use website
Easy to use website, the offer online is exactly what you get when you order.no add ons and online ordering is straightforward
28 March 2024
Unprompted review
Reply from The Luxury Wood Company
Thank you for the glowing 5-star review! We're thrilled to hear about your excellent experience with our firewood and timber services. Your satisfaction is our top priority, and we're delighted that we could meet your expectations. We can't wait to serve you again!
Bought 70 X 30 litre nets of wood
Bought 70 X 30 litre nets of wood, which according to Luxury wood is exactly what was delivered on a pallet with a wood volume of only 1.44 cubic meteres. Shrink flation of nearly 33 %
14 March 2024
Unprompted review
Reply from The Luxury Wood Company
We appreciate you taking the time to share your feedback. We regret that your experience fell short of expectations.
The purchase online was straight…
The purchase online was straight forward and easy to use.
9 March 2024
Unprompted review
Reply from The Luxury Wood Company
Thank you for the feedback.
Great kiln dried wood
Great kiln dried wood, website is simple and very easy to use!
I recommend to everyone. Thank you.
26 February 2024
Unprompted review
Reply from The Luxury Wood Company
Thank you for the fantastic review! We're delighted that you had a great experience with us. Your satisfaction is our priority, and we look forward to serving you again in the future.
Great wood pellets and kiln dried wood
Great wood pellets and kiln dried wood, website is simple and very easy to use!
Luxurywood by name and luxury by nature!
Would not hesitate to recommend to everyone I know. Thank you thank you thank you.
4 March 2024
Unprompted review
Reply from The Luxury Wood Company
Thank you for the glowing 5-star review! We're thrilled to hear about your excellent experience with our wood pellets. Your satisfaction is our top priority, and we're delighted that we could meet your expectations. We can't wait to serve you again!
oak sleepers and oak timber…
Bought oak sleepers and oak timber planks a couple of times for garden projects. Always good prices. It's green oak so I know what to expect
26 February 2024
Unprompted review
Reply from The Luxury Wood Company
Thank you for the fantastic review! We're delighted that you had a great experience with our timber products.
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