"Poor quality control of sizing, awful woman at company"

The website helpfully states what size logs will suit which size of woodburner, great! However, the company doesn't seem to follow their own criteria. I received more than a dozen huge logs that are nearly bigger than the woodburner. And not the first time.
I don't think they care about standardisation. Have spoken with customer care woman who mocked and patronised me saying I ordered the wrong size so was my own fault - have bought the same size for 3-4 years.

"Misleading online products Extremely rude customer service and…"

Extremely rude customer service and very misleading product ordering on their website!! Ordered firewood from this company 2 nd year consecutively, have ordered 2 pallets previously, just ordered a smaller amount this time due to the end of winter season and not needing a full pallet. Worked out ordering parcels were misleading on the amount you received fir the price !! phoned customer service to explain what had happened and had a very rude lady who started rudely speaking to me down the phone in an aggressive tone and manner!!.will not be using this company again and would not recommend this company as they mislead customers on what you receive for the very expensive amount you pay!!

"The product is good quality but.."

The product is good quality but...

And the drivers are lovely, but the customer service is unprofessional.

We've used Dalby for five years because of the product and, if you don't challenge them, they're fine. But we've spent over £1000.00 with them in the last four months and when I suggested that they might consider having more delivery drivers over the Christmas period, the 'receptionist' didn't take it kindly at all. I've read other reviews about the arrogance of the customer service, and have to agree - having worked in PR for many years, I'd recommend some customer service training.

Or....Perhaps fewer profits & better delivery times? Just a thought.

"Customer service very poor"

Had recent order with Dalby Firewood.
The ordering process was easy and the delivery was great as was the the delivery guy.
The problem I had was when I tried to alter the delivery time due to a previous appointment.
I contacted the receptionist who told me it could not be altered because the driver is on a tachograph.
I told her that a tachograph deals with drivers hours and nothing to do with a delivery schedule, also the van the logs were delivered on does not need a tachograph.
She was totally inflexible and eventually put the phone down on me after muttering something under her breath!!

"Ignorant staff attitude"

We called Dalby direct as when trying to order and pay for a crate of logs the discount code box came up. We tried googling discount codes but as we couldn’t find one, we thought we’d ask the company direct. The woman we spoke to was patronising and rude from the outset. She said that it was no use googling for a code as that wasn’t how it worked. We explained that we often found a code by subscribing to the company’s website (as it was our first order and for 400.00) but this person was very dismissive and incredulous that we were even looking for a 10% new customer code. When she couldn’t respond to our reasonable questions at an intelligent level she said ‘pi….. off’ and put the phone down. We totally understand that not all companies can offer codes and we would have still gone ahead with the purchase - but the woman’s attitude and customer service was so awful that we would not consider using this company ever.

"We ordered a crate of large ash logs"

We ordered a crate of large ash logs, not cheap but nothing is these days. Delivered as promised by a very helpful, cheerful, driver on a very wet day. The logs are excellent, exactly as promised. We will no doubt order again. We did ring the office to ask whether the logs could be left in a different location to that described on our order, the woman that we spoke to was really nice and helpful.

"Unfair price increase."

I honestly can't fault the quality of these logs but the price of a crate of Ash has gone from £320 to £460 in just over 12 months. Sadly a 44% price increase is too much to stomach so I have found a new supplier.

"Dalbyfirewood - bad customer service"

Dalby Wood has until now supplied good product. With engagement with the director of the company, it really shows how poor their attitude and approach is to customers when challenged on something. Calling customers "a liar", when they dont know the facts and making assumptions is unprofessional. Its a shame, so be prepared for their churlish behaviour

"Exceptional"

Exceptional burning logs. Great customer service.

"Exceptional"

Exceptional burning logs. Great customer service.