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.
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100% Ready to Burn approved, sustainably sourced kiln dried logs.
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