Certainly Wood Ltd

Fast delivery and responsive customer service. Would use again

Do not order if you live in a rural area. I gave detailed specific instructions including that a smaller van would be needed to deliver as we live along narrow lanes. I was told on the phone that this was not a problem and they are used to delivering to rural areas. I waited 5 weeks and then today (delivery date) they called to say the lorry was too big (smallest they have is a 7.5 tonne truck) and it couldn't get to our house so order had to be cancelled. Total waste of time which could have been avoided if they had read my instructions and planned their route in advance (and we have no wood!)

Product is usually good, although noticed last delivery had smaller diameter logs, not so good as need to keep feeding the fire and more waste material in bag. Delivery has become an issue again meaning we have to stay in all day. Missed ETAs are annoying. CW claim they have no control of the deliveries - presumably they pay for it? As a customer I want the correct product delivered to my house at the time promised.

I’ve really struggled to get these logs to burn through. They catch but haven’t been able to get them to completely break down. I’ve had the log burners checked and they are ok. Charlotte from Certainly Wood has been excellent. They have tested and trial the logs and they are within specification. Must be a me issue. Previous batch was fine. Will try one more batch and report back.

Certainly Wood offer kiln dried logs, locally sourced in the UK, at great prices. I have bought 'kiln dried logs' from other suppliers, and they definitely weren't! They burnt fast, with little heat and lots of soot - whereas with Certainly Wood you get logs that burn slowly, hot, with minimal soot. Certainly pride themselves on being sustainable, using local wood and they also make extensive use of solar power and recycled wood materials for the kilns. Fast deliveries, and a good range of log bags complete the package. Heartily recommend.

Massively more expensive than they used to be. The individual bags of logs now seem to be around 7kg in weight whereas they used to be 9-10kg. Plus the price is about 25% higher than when I last bought so by my calculation like for like prices are now about 50-60% up on 2 years ago. Wood prices have been going up but this seems excessive and means I’ll start looking elsewhere even though the product is good. Smaller logs = more regular feeding of stove though which is also a bit annoying.

Have been using them for years and years. Great quality. Only this time, with my last bulk order, I noticed the boxes of kindling were the same price, but the boxes were smaller. Only a few centimetres smaller, but smaller nonetheless! I don't know if that was done purposely or not - but all 3 boxes were smaller than the older boxes I already had at home.

I called to order logs in December 2020 and was asked to leave a voicemail in which I kindly requested a call back. My partner also tried several times to get hold of someone to no avail. Finally I managed to talk to a representative today to explain our history and by now our urgency to replenish our stock. I was met by defensiveness and asked if I don't like to order online as there are only 3 members of staff currently (which is not my problem). I explained I would have gladly done this if instead of being asked to leave a voicemail I had listened to instructions on how they'd prefer me to proceed. The lady appeared all too happy to receive my payment but rather reserved to put it mildly to acknowledge my complaint. Right now due to Covid I spent my whole life online ordering and I couldn't help but have empathy with some customers who don't speak to a soul all day and I might have been one of them. A little sensitivity to your client's feedback is what I expect when I pay for a high end product rather than feel like an encumbrance. We are out of logs in a couple of days and our next delivery isn't until 18th January. Very disappointing service and dare I say it delivered with almost a sense of smugness which is astonishing given that we are going through extraordinary times when most businesses depend on income.

Excellent quality wood and kindling and the wax fire starters are a great idea. Delivery is in a big bag on a pallet, keeps the wood dry whilst waiting to store it.Have been buying from Certainly Wood for a few years and never had a problem.