Bought standard size bulk bag of hardwood. This had 20+ chunks of enormous logs that do not fit into log burner. Emailed Dalby and was telephoned back by a female who 1) told me that for the last year I had ordered standard/thin logs thereby implying I wasn't aware that standard size usually includes huge logs - except over the past 5 years I have also ordered standard and not encountered this previously (maybe the odd couple of logs, and 2) laughingly told me the thick cut logs are really really big - making me seem a fool for thinking the ones I had received could be anywhere near as big. Funny, but my friend buys the handy bags and had also found her latest bags to include these huge logs that she couldn't use either - having had handy bags for a couple of years. Dalby's solution? - I could repack all the logs off the rack back into the bulk bag, and I could buy the available standard/thin cut logs of birch for another £25. I have these huge logs, so has been a very expensive bulk bag as can't use them at that size. Excellent customer care? - not anymore it seems. Very disappointing.