Ace Firewood

Was scammed $350 for a delivery of firewood last month, paid but not delivered, attempted to retrieve funds via bank and advised Police on Reportcyber.Attempted to contact business in good faith but no response by phone or email.DO NOT USE THIS BUSINESS

This business is only 5 stars because of the current staff (Grant, Kath and Mark) and the quality wood. - Ace Firewood started to go downhill fast last year when it was sold and the new staff that came in had little regard for customer service.Thank goodness Grant and the original staff like Kath who answers the phones and Mark (great delivery driver) were brought back about 6-12 months later and the customer service picked up again as I was thinking I would need to find a new firewood supplier.To the new owner, please value these original staff members, they are what made this company (the asset you purchased) what it is. Without them it's no longer the same company, apart from the name.Please listen to them and allow them to continue with the great customer service. Example, once I got a load of wood that was too wet, Kath organised with Grant to send a new load at no charge. - That is good service.If you focus on good customer service, the bottom line will take care of itself. - I'll stick with Ace Firewood as long as they continue with the staff that provide great service and good quality wood. - P.S The small 2 tone style blue trucks are a perfect size for tight driveways, they are just getting old. - Thank you for bringing back the original crew to run the business, make sure you keep them and your wood supplier.

Have just had our winter firewood delivery and am beyond pleased with both the service and quality of the wood. We have very limited driveway accessibily but the amazing driver was up for the challenge. I cannot believe she was able to tuck the load into a spot which doesn't block our only driveway. The firewood was better value than we have had in the past from another company. Clean. Good sized. No bark and rubbish. Price is excellent. Highly recommend this service.

Received my wood delivery today after chasing it up via email and phone (mailbox is full) without prior notice and without knocking at the door. He just dropped it all off and drove away. This is the first time I ordered with ACE because of the good ratings. Unfortunately I can't agree with this good ratings at all. Apart from the above the wood was soaking wet and there was so much rubbish with it that it didn't even fit into the bin. Very bad service and bad quality. Will certainly not order again.

Ordered several tons of firewood to be delivered, was asked to deposit $500, did that straight away and sent the remittance as proof.The delivery was meant to be that Saturday, no one turned up and no response until late the following day, I was then told they now require more money be deposited before they would deliver the wood, I refused as this is not what was agreed and asked for my $500 back please … no response, sent several more requests for my money back and they blocked me.My bank tried to recover the money but are unable to, they suggested consumer affair or small claims.

While the process of ordering and delivery as well as quality of the firewood was good and there is hardly anything to complain about, I was not quite happy with the actual quantity of the firewood I paid for.There are probably not many people out there who would take the time to measure whether the quantity received was the same as being paid for. I am one of the weirdoes who did that as I like to know that what has been delivered was what I spent my money for. I did take the time using my big scales to weight all the firewood delivered including the last bits of dust coming with it. I have ordered 1 ton. Including the last pile of wood dust, the delivered firewood made it only to ~0.8 ton and I was quite generous rounding all up and so in fact it was probably less than that…. I would not complain about 50kg, possibly not about 100kg, but 200kg out of 1 ton seems a bit too much to get it wrong. I would have assumed that with established operations it should not be difficult to use some industrial scales to get that approximately right before delivery to customers. Customers certainly do not like being charged 100% for 80% delivery…I informed Ace firewood the very same day the firewood delivered was not in fact 1 ton and after initial surprise (did you really measure that?) I was told they would deliver a bit more firewood to compensate for it once they head towards the place where I live – that sounded fair. It’s been on 9th of May. Today is 12th of June. I think more than 1 month was enough time to either deliver the additional firewood or get in touch with me in regard to delivery.All in all, if you do not measure what has been delivered, you will be likely extremely happy with the service. If you expect you get 1 ton if you pay for 1 ton, I would suggest looking at other options (and they are out there).

Very disappointed - ordered 2 tonnes of firewood. From the delivery I ended up with a whole wheely bin full of what I would call rubbish , sand and pebbles too, weighing around 130 kilos which could have been good blocks of wood. Yes some can be used as kindling but in the wood I have lots of that. Two years ago I ordered 2 tonnes and was charged $530. This delivery cost $600. That is an increase of $70 over two years. I thought I would give them another chance but next year I will think about some other place to order from.It was annoying because as I had paid I then saw same type of wood advertised for $450 for 2 Tonnes on Face Book

Very helpful and friendly. Honest and professional service. Have dealt with Grant, Brendon and Kath. All great people. Grant is such a lovely man. Have been getting wood through Grant for many years. Pay on delivery. Thank you so much Ace Firewood.

Very friendly and accommodating right from the time the lady answered the phone. They had my wood delivered within a couple of days, the driver cared enough to ask where l wanted it put and the price for what l got was very good. Thanks guys, l wouldn't go anywhere else for my wood now. Best deal and service in town.

We have had wood from these guys previously, always friendly and great service. The wood is top quality. Steven was our delivery guy, very helpful and friendly. Highly recommended.