The Luxury Wood Company

BUYER BEWARE - The Luxury Wood Company endangered my life and are trying to take zero responsibility for it.The Luxury Wood Company just delivered a 700kg, 6ft tall pallet to me. I have included a stock photo from their website to make it clear how large and heavy this is.The driver asked for my help to unload the pallet from the truck. He then tried to force it up a kerb and said I needed to support it while he did. THe 6ft tall, 700kg pallet then fell over, and nearly crushed me. Once fallen and broken, both Pallex and the Luxury Wood Company said there was nothing they could do, even though it was blocking access to my driveway and the public footpath.In response, The Luxury Wood Company asked me to literally clean up their mess by hand, by taking 4 hours out of my work day, and manually carrying 700kg of wood logs, one by one to a safer area so I might be able to leave my house by car.To compensate me for this, the Luxury Wood Company then advised me that the best they could possibly do was arrange for a collection of the wood (but unsure when) and refund me. So both my time, and the risk to my life was worth zero to them. But not to worry, as a good will gesture they weren't going to charge me for collecting the damages goods which I'm having to store for them while they figure this out.The Luxury Wood Company are pointing fingers at Pallex (who they hired) for all of this and taking zero responsibility. I will be seeking legal advice on this matter unless this is resolved quickly.

Having read some of the other reviews I can see Im not alone in two main areas:1) quality of the oak sleepers2) support in aftercare and dismissive responsesAfter 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.

Good delivery, however more recent orders of logs have gone downhill. Despite the price being almost double that of previous orders, the logs look to have been cut and split by children or a visually impaired team. There are no clean cuts at all in the most recent batch meaning they can't be used in decorative log stores and they don't burn anywhere near as well as those ordered previously. Kali informed me that these are fine to use, yet it is far from 'Luxury Wood'. Blaming the supply chain for the price and quality isn't good enough in my opinion - don't claim that the company sells something that is luxury when it isn't even monitored. I won't be ordering again.

Worst pallet of oak logs I have received, about a third of the pallet very small logs and needing to put 3 or 4 of these on at a time for a quick burn.

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.

Excellent service, from responsiveness and help in working out what I wanted through to delivery. Delivery driver was super helpful in getting the load exactly where I wanted it. To top if off, the oak sleeper look great.

Firstly the good part of the review..I ordered 17 oak sleepers from the Luxury Wood Company " three weeks ago.After watching several YouTube videos of how to build a raised border I thought it would be relatively easy.I went to Luxury Wood because they lift off the timber using crane so no need to handball.Delivery driver was excellent and delivery time also spot on.When I opened up the stack of timbers was when the problems started.Every timber had cracks and splits in them.Some of them had deep saw marks along both sides..have you tried to plane oak !I really felt I had been sent seconds.I struggled to pick out the best ones for the front .They were all different sizes and one even bowed by two inches ! So trying to build a three high border was tricky to say the least.Overall my experience with Luxury wood including the "happy" American lady that answers the calls was not good.I haven't contacted Luxury Wood..I shouldn't have to if they have any Quality Control!Don't be fooled by the name is my advice !!!Luxury Wood my ****"

I have just taken delivery of my fire wood ready for this winter. Yet again, every single log is perfect, clean and cut to the correct length. I have tread a few companies over the years but find that the quality of the wood from here is so much better and costs the same as other companies. Delivery within 3 days. Very happy with everything.

I spent £460 on two crates of '100% KILN DRIED ASH' from the luxury wood company. this is not what I received as you can see from the photos around half of the crate was filled with a softwood log (faster burning, cheaper product) when I questioned this they said 'these goods are made for burning and we believe that they will do the job that they are fit for' - but this is not what I paid £460 for!The logs were also very dirty and lots were very small. the delivery was three days late.Please do some research on the different wood species before ordering from this company as you don't get what you pay for!!Spot the difference !

Order was swift and delivery was within two days. That was the only positive, this company provided poor delivery, quoted one day but then didn't deliver as the driver couldn't be bothered to queue in traffic from several miles away. Contacted by the office to say the delivery would happen the day after so after booking another days holiday the somewhat couldn't be bothered" attitude of the driver decided to offload by hand and expect my wife to move the timber from the side of the wagon to our driveway. Won't be using in the future."