Review Time
Certainly Wood honestly could not care less about their customers.
Pallet Line fulfilled my 85-year-old father's delivery and the driver and manager were both rude and unprofessional, and entirely unwilling to act upon a perfectly reasonable request made by my father, especially given that the logs were delivered with an entirely unsuitable vehicle.
I contacted Certainly Wood to complain and the lady at customer services simply replied providing more convenient, but more costly delivery options for elderly and/or disabled customers.
Surely, they should have contacted Pallet Line themselves, as they should have been appalled to hear that their customers are being so poorly treated, but no, they obviously have so many customers that they couldn't care less if they lose a few owing to their downright miserable service.
One to avoid if you value companies that value their customers!
The latest delivery we had is ok but the logs (kiln dried birch) are really very small and burn very quickly. It’s almost as though a lot of the crate content is kindling. I’ve always had excellent service, delivery and quality logs from CW so will research switching products before I go elsewhere
Certainly Wood honestly could not care less about their customers.Pallet Line fulfilled my 85-year-old father's delivery and the driver and manager were both rude and unprofessional, and entirely unwilling to act upon a perfectly reasonable request made by my father, especially given that the logs were delivered with an entirely unsuitable vehicle.I contacted Certainly Wood to complain and the lady at customer services simply replied providing more convenient, but more costly delivery options for elderly and/or disabled customers.Surely, they should have contacted Pallet Line themselves, as they should have been appalled to hear that their customers are being so poorly treated, but no, they obviously have so many customers that they couldn't care less if they lose a few owing to their downright miserable service.One to avoid if you value companies that value their customers!
We’re disappointed with the wood supplied in our most recent order. We’ve given two stars for the wood itself and for the communication with customer services when we raised our concerns. Ordering and delivery were both good.While the wood is dry and burns quickly, many of the pieces are extremely small - some little more than sticks. We’ve been customers for many years and have ordered the same product before, but the log sizes have clearly changed. Although the company specifies a minimum size, when you actually measure some of the thinner pieces, they only just meet that minimum. In practice, the logs are much thinner than in previous orders.As a result, the wood burns very fast and produces a lot of heat for a very short period. The only alternative is to keep feeding the fire constantly with small pieces, which isn’t practical.We contacted customer services first to raise these issues, but felt our concerns were dismissed rather than taken seriously, which added to the disappointment.We had already left a positive Feefo review based on the ordering process and delivery, but as that review can’t be amended, we’re leaving this Trustpilot review to give a more accurate picture of the quality of the wood in our most recent order. After being a long-standing customer, we’ll be looking elsewhere for our next order, which is a shame as all previous orders have been good.
My partner has ordered from Certainly wood for years and we have always been very impressed with the quality and size of the logs, however our latest delivery was terrible, a whole crate with virtually no decent logs and 95% not much bigger thank kindling. They burn so quickly that I’ve actually injured my back from constantly bending down to the Woodstove to put more in. It’s impossible to keep the stove burning for longer than half an hour as they burn so rapidly.
Why send a large load of logs down a small country lane and then not be able to bring it near the log store?I am 83 and explained to the staff that I wanted it delivered close to the log store. Instead of that the delivery guy (who I felt sorry for!)could only drop off the palette in the road.The matter was further complicated by us having a gravel path (not unusual!)...their pallet mover wont work on gravel. I then had to hire someone to bring the logs in by wheel barrow and stack them. Certainly Wood used to be a good local company. I suspect that because they have grown they have lost sight of customer needs.I will most certainly getting my wood elsewhere. I suggest you search around for another supplier.
I couldn't give more stars as for a lot of people this wouldn't be good value for money, those people who only make one purchase a year would not benefit, unlike myself who will probably make two it will just pay for it;s self at £35 P.A. it's quite expensive, other retail member schemes that iv'e joined charge £5 maximum. The other reason is the delivery communications are very poor, my latest order hasn't been fulfilled yet, I always ask for a small delivery lorry, this time an 18ton lorry turned up and was unable to deliver pallet kine was infirmed and said they would send a smaller vehicle only to send a second 18ton! they have informed me they will redeliver on Monday we will see, but I had to contact them directly to confirm.Well they've done it again! Delivery scheduled for Monday PM arrived Monday AM, and dumped more likely from another 18 Ton lorry at the end of our 50 yard drive I am disabled and can only walk 10 yards at a time and in considerable pain, I will be demanding a full refund on the membership and will never use Certainly wood ever again.
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100% Ready to Burn approved, sustainably sourced kiln dried logs.
Premium kiln dried kindling, KindleFlamers & Flamers Natural Firelighters also available.
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