The Luxury Wood Company Anmeldelser 

I used Luxury Wood last year. The service was great. I tried to pay on my phone via PayPal this time but it would not connect. I tried on the desktop and the sale immediately went thro'. They offer delivery before Christmas eve.

I received a pallet of briquettes which when opened turned to sawdust. The briquettes in each packet are only being held in shape by the plastic wrapper. When opened everything collapses and you only get a pile of sawdust with a few bits of briquette. Of course this is not fuel and is not what I paid for.
I suspect these briquettes are seconds from bigger companies who choose not to sell them direct to the public.
But as I have found this companies customer service to range from hostile to passive aggressive I am not going to pursue them through the small claims court as I should but will simply aviod them in the future and warn as many people as I can about their service.

By the way, if they take your order when you pay for it and subsequently their delivery company (Pallet Force) decide they can't get their huge articulated lorry to unload your order. LuxuryWood will cancel your order with a £80 penalty to you. Apparantly they expect you to read ALL the buried terms of conditions before you place an order. Even then you will be caught out by not knowing the width of the road outside your house or even the degree of bend of the street leading to your street.
PalletForce is geared for deliveries to and from industrial premises not ordinary homes. So you will fall foul of these buried conditions - and then pay £80 for THEIR cancellation of your order.
Their business model stinks.
Use them at your peril.

REPLY:
I have been using oak briquettes from other suppliers for nearly 15 years and theirs do not crumble to dust. I tried out your company as you were considerably cheaper than my usual suppliers but I now realise given the poor quality of your product it was a false economy.
As for your delivery service, again other fuel, or even building, suppliers do not have a problem delivering to my address. I think its a general attitude problem with your business.

Used The Luxury Wood Company for several years, email updates when goods are on offer. Easy to order polite and friendly on the phone. Most importantly reliable.

Easy to navigate site, good products, good prices, easy to order.

Oak Briquettes too crumbly, very smokey in the Wood Burner and don't generate as much heat as your Eco. Only bought them as you had none in stock for months.
Won't be buying these again.

I never have an issue with ordering, payment or receiving of the goods ordered, a great experience and high quality service as well as great products. You will not be disappointed.

I ordered a crate of oak logs via the website last night (26 Nov) when I tried to pay with PayPal the link didn’t work so I tried the link to pay with my card and this didn’t work either. Rang this morning and had to pay over the phone with my credit card, my order was viewable by the person I spoke to without me giving any detail except the system having my phone number.

Great service and the product is excellent

I was expecting the wood to be in a enclosed pallet not rapped in plastic my idea was leave the pallet outside and purchase a cover

Very easy to order online. I have used this company many times and have only been disappointed once with the quality of the wood and I believe that was due to change of suppliers. The delivery is quick and the drivers are very helpful. I would highly recommend.

I used the Luxury Wood Co last year and could not fault their service or quality of Logs. So I have ordered again this year (2024). Excellent service via the phone!

Very easy to reorder wood pellets using the Luxury Wood website. No problems.

I would regard myself as a"Luxury Wood Customer"and have always enjoyed good service.Pleasing staff to deal with, good follow up communication and always obliging delivery service via Palletforce,However I am concerned re my recent delivery "A pallet of Kiln Dried Ash".I took advantage of a recent Promo offer ,the pallet offered at a discounted price £296 against the normal and current £312.What A disappointment that turned out to be.There was no comparison between this consignment and previous.The quality of the "logs?"was poor. A very high quality of what I regard as Sub standard logs more like Branch Cuttings ie pics of rounded wood with a Diameter of less than 2" and some less than 1" !!! and also a very high quantity of small pieces, more like kindling than logs.Looks very much to me they were discounted because they were of inferior quality..Be careful when ordering from this company or clarify the quality before you buy.,I think I will be looking elsewhere in future.I feel as if we were taken advantage of and knowingly supplied with an inferior product.

Telephone order - always friendly. Return customer. Cheaper than our local log supplier by a country mile. Will continue to order from this supplier

The logs were of good size and obviously kiln dried. The delivery was a bit random as I received an email at 07.10 telling me that they would be delivered that day. The delivery was ok but a bit more notice would have been helpful. The crate is a lot smaller since I last bought from Luxury wood several years ago. I don't think that the packed crate which is only slightly larger than 1 cubic meter should be described as 2 cu meters loose equivalent. Bit misleading. I don't have any problems though as the quality of the wood is good.

I made an enquiry by telephone and found the lady assistant to be most helpful and knowledgeable. I was kept informed of the delivery date and the order arrived soon after the order was placed.
The product was as expected. Very satisfied customer.

Straightforward and clear instructions, - very easy to use. Thanks

I couldn’t find anywhere on the order form for special delivery instructions. I emailed the instructions and received a reply promptly. Hope they are followed on delivery!

Arrived in good shape pellets look good vertically dust free, robust bags and ply pallet works well for pellets