The Luxury Wood Company Reviews 

Ordered oak briquettes - Avoid!!
Poor quality nothing like the other briquettes they sell! Crumble to pieces when handled and leave an excessive amount of sawdust everywhere.
Never again!

Having read some of the other reviews I can see Im not alone in two main areas:

1) quality of the oak sleepers
2) support in aftercare and dismissive responses

After much research, having been warned by my brother in law about differences in materials for what i wanted to achieve, I ordered £600 worth of sleepers last year to make raised beds. I read all information on the luxury wood site and confirmed with the sales team that I had bought sleepers that wouldnt require treatment and would last “at least 20 years” as proudly stated on the website, having read about sleepers which indeed do need more maintenance to prolong their lifespan and appearance. I enlisted a qualified landscaper who is in fact my brother in law to instal the beds, and I am confident he has done so in a competent way. However within less than a year we started to notice issues with the sleepers themselves, such as what appeared to be rot (as confirmed by my brother in law who has extensive experience in this type of work and material) as well as large splints of wood coming away from the sleeper in areas that were not exposed to anything other than open air (no soil, no moisure - having been told by luxury wood that it needs to be able to dry out?) more so than just general movement and cracks (which i understood and expected).

When i fairly approached luxury wood to ask for advice and confirm that i didnt need to treat the wood (as i was completely open to doing so if their site had indicated as required, but it didnt and equally my landscaper advised that oak doesnt need to be treated) and i was met with vague responses and a lack of support. The repeated advice was “consult a professional” and if theres anything wrong with it its because i havent used a “professional”. I was finally advised that i should indeed treat the wood and when I asked for a bit more of a specific response (eg what kind of treatment, product, not unreasonable, the same advice you would get from a wood flooring company as i have done recently) i was told “ask a professional”. Clearly not being them.

I think this business is making a lot of simple mistakes thats going to mean they wont have an longevity and its only a matter of time before it collapses if they arent willing to WITH their customers, accept and respond to feedback and also be smart about opportunities to monetize (eg sell the treatment that you think we should be doing!). As a business its important that you also demonstrate expertise in your industry and from my experience, it seems they simply dont understand their product.

I gave fair opportunity to communicate about this and wasnt seeking any sort of compensation, just some advice and help with what to do, and unfortunately they failed to do this. So whilst i dont like leaving negative reviews and always try to resolve things directly, i feel im left with no choice.

UPDATE: 29.03.24
I emailed them as per their reply to me. They never responded. They also have still not resolved this for me. Heed the warning of other reviews that their service is TERRIBLE and their “luxury” oak sleepers are poor quality.

Ordered oak briquettes from them. Very disappointed! Delivery was a shambles as the pallet drivers lift battery as flat so I had to help him hand unload a 1ton pallet from lorry to kerb.
As to the product- equally disappointed! Quite a few packs arrived damaged and logs are obviously very crumbly and not a patch on the eco briquettes I had from them last year.
Mailed them yesterday with photos but no response so far.
Sadly after a few orders I think I’ll be looking elsewhere next year!

Ordered sleepers for my garden .they did arrive a day late ,but I was kept informed by email and a phone call ,they were always polite and friendly and very quickly replied. The driver was polite and dropped off where i wanted great service timber lookes good .....very satisfied

Presently surprised. After placing an order for large box kiln dried hard wood. Read some very poor reviews !!!! When log’s arrived unpacked them into previous surpluses 1m crate. Which over flowed !! Then stacked remaining in my wood store. Good sizes good quality and quantity

I’ve always used the company because the wood is always good. However I will never use again, due to major delivery problems. I was called last Wednesday to say my wood would be delivered Friday so arranged to be home, I then had an email Thursday morning to say it was out for delivery. I then had a further email Thursday saying it had been delivered which it hadn’t, but thought it might be a mistake so waited all day Friday as well, nothing arrived. I then had a call Monday morning saying the driver, who was quite rude, was 10 mins away but I wasn’t home. They then called to say it would arrive Tuesday which it eventually did at 4.30pm. I tried to cancel the order as I was fed up of waiting in all day only to be told it would be an £80 charge. They did apologise but their customer service is shocking. I will not be using this company again and would definitely not recommend them unless you like waiting in until they feel like delivering.

Ordered on their website yesterday and paid, received a call today to say that they have an issue with their website and delivery was not added to the order and demanded an extra £150. This is following a previous order last month where half had to be returned due to really poor quality,

Not as Luxury as they declared!
Bought some premuim oak sleepers from them, however the quality of the sleepers are so poor. Installed straight after delivery and apply wooden oil seal on them 3 times, few days later, black dots(or mould start to appear). Contacted them but their anwer is so irresponsible, bascially saying you bought them, there is nothing we can do.

Avoid them, because once you paid no matter what problem you have they will not take resposible for them or even try to resolve.

Have used Luxurywood for a couple of years, been happy until latest order - I think the advertising is deceptive the crates are smaller than they used to be… this is now effectively 1m3 but the advert says 2m loose which is deceiving - ot should say 1m3… not hide this in the detail lower down. I know the price of everything is going up but feeling really conned and won’t be using again. I did call but got a very unsatisfactory response - basically it does say lower down… so I rest my case.
Use if convenience is more important to you (it’s a great delivery service) but if being straight and value is important to you - order eyes wide open or look elsewhere.

I have used this company several times in the past and been happy with the service.
I ordered a crate of kiln dried logs to be delivered to my home. The order process showed a sample of the logs which were clean and of a good size.
On delivery I started to unload the crate and found that at least a third of the “logs” could only be described as kindling as they were tiny and would burn away within minutes.
Approximately one third of the logs came somewhere close in size to those shown in the advert with the other third again being small, (if split once would become kindling).
I contacted the company and was asked to send pictures, which I did, and the reply was, they don’t pack the crates themselves but the standard width is 8 - 15 cm.
As a gesture they offered me £30 off my next order which if I was to take them up on it, (which I won’t), would be very soon as the “logs” delivered will not last very long.
Overall very disappointed in the quality of the product and the response from the company.

We have used this company 3 times previously and have been satisfied with the product & service, we even recommended to family & friends.

However our last delivery was late …they changed delivery dates several times and when the wood arrived we found it to be of extremely poor quality ..it doesn’t burn cleanly, we have complained to the company that we had more bark than wood and a lot of the wood appears very old and diseased ..we are very disappointed with the poor quality of the product and certainly not the luxury wood which had expected and had paid for ..

We sent the company photo’s of the wood(mainly bark) we had received and sent emails of complaint…their reply was totally unsatisfactory ..

We were told by the company that there was nothing wrong with the product they sent, and advised it can all be burned including the bark and pallets..which I guess is true but not the quality of wood we paid for.!

We feel we have been treated with contempt by this company and can only advise any prospective customers …buyer beware ..

I ordered a large crate of birch wood which was delivered in May. It seemed to be excessively smoky when I started using it but I had hoped this was just a few bad logs at the start. Unfortunately, months later it is still really poor. Also, I paid £289 for a giant crate and today, the price is £500. How can you possibly justify this?

Interresting experience...
I placed my order on the 24th of August.
I paid 185 pounds for the delivery.
I contacted them to make sure I'll get it within promised 15 working days - I was assured I shouldn't worry as they will contact me to give me the delivery date and time soon.
That didn't happen.
When this has passed I contacted them few times and every time I felt that customer services cannot get in touch with logistics. (I was told that they email logistics with no response)
Customer service people are very friendly - I have to say this - and it looks like they really try but they simply cannot do much.
It would be 1 star but now I have the delivery date - it's Tuesday 27th.
I'll update this review hoping for at least good quality timber.
If it will be as expected I'll raise the stars number here.

I finally had my timber delivered. Sleepers and other timber is good quality - it isn't perfect but this is not something you expect from sleepers so it's absolutely ok.
It took them 1 month and 3 days to do the delivery.
If you're not in a hurry - it's a good company. You must be aware your order can be delayed a lot.

A really excellent product from a very professional company. They worked very hard to fit my delivery into limited availability. Communication was excellent throughout. The wood is wonderful - and very competitively priced for both quality and supply. Highly recommend. Plus delivery driver Nigel was super helpful and friendly. Many thanks all round.

Paid for my items, and they were delivered in 36 hours, well happy, 👍

Avoid this company, they lie and can’t stick to delivery dates they promise (I have the messages to prove)
Go to a reputable company that won’t mess you about. They don’t even apologise when they call, they are just rude. They have lost alot of business from me now as this was just the start of a huge garden project.

Luckily I only bought a couple of small nets to try what is advertised as wood with 'minimal smoke' for use in a firepit. Hard to get going and the amount of smoke produced was far in excess of my usual cheap, mixed hardwood logs. Definitely not worth the extra money for very smoky inferior logs.

Ordered 19 Oak sleepers for a raised patio.

2 I had to send back because they were warped. This was done easily. Most others had some defect in which
I could work around, warpped, splits.

When I questioned the driver, he did say that about 30% of timber was in this state at the moment.

Excellent service. The beech wood burns really well

We couldn't fault the quality of the wood we ordered, however the communication and customer service were dreadful.
Took lots of chasing by us for delivery dates and confirmations.