UKLogsDirect: most-reported complaints
Automated analysis of 311 public Trustpilot reviews published 2022-12-08 to 2026-09-08. TrustScore 4.9 from 7,112 total reviews — see the Trustpilot page. Quick answer: is UKLogsDirect legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report delivery issues, with late arrivals accounting for 31% of complaints and failed deliveries making up 30%. A significant portion of feedback, 22%, concerns products not matching their description, such as logs being wetter than expected. Additionally, 9% of complaints cite faulty products, including instances of rotten or inferior quality wood. While delivery failures remain stable, reports of late deliveries and faulty products are trending upward.
How to reach UKLogsDirect
These are the contact details UKLogsDirect publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 01661 243 530, email [email protected], address Bay 6 Fergusons Transport, Blyth, NE24 1QQ, GB.
The company claimed its Trustpilot profile on 2016-09-12, uses Trustpilot’s paid features, and last replied to a negative review on 2026-08-13. Trustpilot ranks it 1 of 39 in Firewood Supplier. We last checked this profile on 2026-09-24 and found 7 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 0 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count.
TrustScore over time
4.9 → 4.9 across 15 census measurements since 2026-08-11. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-11 (40%, 14.0d) · 2026-08-14 (50%, 9.3d) · 2026-08-18 (50%, 9.3d) · 2026-08-21 (50%, 9.3d) · 2026-08-24 (50%, 9.3d) · 2026-08-27 (50%, 9.3d) · 2026-08-30 (50%, 9.3d) · 2026-09-02 (50%, 9.3d) · 2026-09-05 (50%, 9.3d) · 2026-09-08 (50%, 9.3d) · 2026-09-11 (50%, 9.3d) · 2026-09-14 (50%, 9.3d) · 2026-09-17 (50%, 9.3d) · 2026-09-20 (50%, 9.3d) · 2026-09-24 (50%, 9.3d).
Severity: 2% of this company’s 64 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 8.8 days between the experience and publishing their negative review (88 reviews record both dates).
What their policy promises
delivery promise: 2 working days
“We Deliver Fast In 2 Working Days”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 95 negative reviews that received a public reply, the median wait was 1.8 days — the company profile reports an average of 9 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 95 company replies to negative reviews analysed, 57% engaged with the specific problem and 6% were generic templates.
5% of its 256 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: delivery late makes up 31% of this company’s complaints vs a 24% median across 53 ranked companies in its sector.
Review velocity: 551 of this company’s 7,112 Trustpilot reviews (8%) were written in the last 12 months.
What are the most common complaints about UKLogsDirect?
Delivery late
20 reports · 31% of complaintsrising since 2025-09“The delivery eventually arrived at just before 6”
The company replied on 2025-01-31: “Hi Sean Thank you for your review and please may I explain. Because you ordered on the 24th December, we were closed until the 2nd January and the next update you would receive would be on the day we…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“My delivery came a day early again because the driver was in the area. I book a specific day and am/pm because i need help offloading the wood hence why it matters.”
The company replied on 2025-12-17: “Hi Leila, Please accept our apologies regarding your delivery days, we have tried our best with the delivery company but they seem to go a day early and both occasions when they arrived early we have…”
Our classifier read this reply as a template response.
“Didn’t turn up on the day promised turned up 3 days later”
Delivery failed
19 reports · 30% of complaintssteady“Delivery driver left logs in middle of road in roadworks on the next street”
The company replied on 2024-09-20: “Hi Stephen Thank you for your review and sincere apologies for the inconvenience caused. We have been in constant discussions with the delivery company since we first knew about this and so far they…”
Our classifier read this reply as a substantive response.
“Double crate ordered and 12 bags of kindling logs were removed to allow kindling to sit in crate. So had less logs even though I paid extra for kindling.”
The company replied on 2026-08-13: “Hi Gerry Thank you for taking the time to talk to me today. As explained our crates come in pre-packed and occasionally we get the odd crate that "settles" during transport leaving a gap at the top…”
Our classifier read this reply as a substantive response.
“half of the order arrived and there was no sign of the rest”
The company replied on 2026-04-28: “Hi Matthias Thank you for taking the time to review us. Firstly, I thought I had apologised to you on the phone, so I can only apologise now for having missed that. Your order dispatched email gives…”
Our classifier read this reply as a deflection.
Not as described
14 reports · 22% of complaintsfalling“However not as dry as I expected them to be. I split them and noticed they were more than 20% moisture”
The company replied on 2026-07-07: “Hi Warren Thank you for allowing me to resolve this issue, I'm pleased we managed to sort everything out for you. As mentioned next you time you would want to order please just give me a call. Emma”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“display picture wood and real wood not same”
The company replied on 2025-08-31: “Hi Rahul Thank you for your review, I tried to call you to discuss but no answer. You ordered "100 BAGS OF KINDLING STICKS" which is exactly what we sent to you but I think you may have got mixed up…”
Our classifier read this reply as a substantive response.
It promised: refund.
“they were supposed to be mixed hardwood.”
The company replied on 2024-10-21: “Hi Richard Thank you for your Review, it's always appreciated to help us improve and get better. So very sorry about the dust, it can occasionally happen if not covered properly in the warehouse and…”
Our classifier read this reply as a deflection.
Faulty product
6 reports · 9% of complaintsrising since 2025-09“quality of about 25% of the load as it was old, inferior and in some cases rotten”
“The Kiln dried silver birch I ordered are not burning like kiln dried wood.”
“the wood is small and not good and will not last to long”
Support unhelpful
3 reports · 5% of complaintssteady“The delivery eventually arrived at just before 6”
The company replied on 2025-01-31: “Hi Sean Thank you for your review and please may I explain. Because you ordered on the 24th December, we were closed until the 2nd January and the next update you would receive would be on the day we…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“half of the order arrived and there was no sign of the rest”
The company replied on 2026-04-28: “Hi Matthias Thank you for taking the time to review us. Firstly, I thought I had apologised to you on the phone, so I can only apologise now for having missed that. Your order dispatched email gives…”
Our classifier read this reply as a deflection.
“became very quickly irritated and lacked any decent customer service skills”
The company replied on 2023-10-30: “Hi Liz Thank you for your review and we understand you disappointment, things have changed in the past year with log deliveries for health & safety reasons but to be fair to us it is an unfair review…”
Our classifier read this reply as a deflection.
Overcharging
2 reports · 3% of complaintsfalling“Over £20 for eight logs in a box”
The company replied on 2025-03-03: “Hi Jason Thank you for your review. I see you bought the "Delivered To Your Door Boxes" which are small boxes to try as either samples or for those who can't manage our large pallets of logs, so they…”
Our classifier read this reply as a substantive response.
“Cost of logs extortionate.”
The company replied on 2024-01-29: “Hi Ian Thank you for your review. I did call you to talk through to try to resolve the issue but to be honest you didn't want to listen to what I had to say and literally cut me short before I could…”
Our classifier read this reply as a deflection.
Compare UKLogsDirect with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-08.