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Woodland Direct is one of the largest e-commerce companies focused on the Fireplace, Chimney, Wood Stove, and Outdoor Living markets. Their founders have come from a Fireplace & Chimney background that reaches back to over 40 years of knowledge and experience. With a clear vision for the future they founded WoodlandDirect.com to offer a wide variety of Fireplace, Chimney, Wood Stove and Outdoor products to homeowners and businesses across the United States.
WoodlandDirect Reviews Summary
The company enjoys a strong reputation for product quality and customer service, with many customers praising knowledgeable and helpful staff who guide them through the purchasing process. Positive feedback highlights the durability and aesthetic appeal of the products, as well as timely deliveries. However, some customers expressed concerns regarding issues with order confirmations, communication about shipping, and occasional product discrepancies. Despite these challenges, the overall sentiment reflects a commitment to customer satisfaction, with many indicating a willingness to recommend the company and make future purchases.
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The man who placed the order was extremely helpful. He understood the replacement of our old heatalater which got flooded in Hurricane Helene. Your company had the perfect solution in that we do not need to tear apart the chimney to do the install. We are waiting for help to get it installed.
I purchased a wood stove flue liner on 2/5/26 and was told it would arrive in 7-10 days. It arrived 11 days late on 2/26/26 during one of the coldest months in Pennsylvania and when fuel costs were high. I expected the product to arrive within the allotted timeframe so I could continue burning my wood stove to cut back on my oil furnace usage. I called customer service and explained my disappointment. I was told that they'll take my disappointment into consideration and apply it to make future processes better.
Thank you for your feedback. We do our best to keep the status of our items up to date and current, but there will be times when things take a little longer than expected. Thank you for your patience.
Very pleased with purchase and company follow-up/support. Representatives very knowledgeable.
Thank you, Tammy. We are glad to hear you found the expert help you needed. Woodland Direct appreciates you.
Great selection of fireplace grates and accessories to choose from.
Fireplaces and outdoor fire pits come in all sorts of shapes and sizes. We have the perfect grate for all of them. If we don't, we can have one custom made to meet your specific situation. Thank you for choosing Woodland Direct when it came to find the perfect one for you.
I just wish they would not come broken our second order our #5 Log is cracked again and I wish you could put bubble wrap around just this one log and resend so it doesn't brake so we can get this in our fireplace and can't wait to see it burn. It is because a beautiful picture on the web site. Will send another picture BUT we do not want the whole box shipped it is very heavy.
Thank you for your kind comments, and we are very sorry that Log #5 arrived damaged again, especially after a prior replacement. Please contact customer service with your order number or reference this review, and we will send just the damaged log with additional protective packaging so you do not have to receive another full box.
This is the second time I have purchased a custom built fireplace grate from WoodlandDirect. On both occasions they built a grate to my specifications and delivered in a timely fashion at a reasonable price. I would definitely recommend them and will use them again!
We are grateful for both opportunities and we're thrilled to hear we were helpful both times. Thank you for remembering us for taking the time to leave us a great review. We appreciate you.
I was able to understand who I was talking with. The man I dealt with was knowledgeable and confident in his work. I was very pleased with my overall experience.
Thank you, Jason! We’re glad our team was helpful, knowledgeable, and easy to work with. We appreciate your business and your positive feedback.
I had purchased my gas logs about two years ago and we love love love them! Our remote fell and I called to order a new one. I did not have to describe anything for they had all my information in a flash. What great service. I received my new remote with in two days! Thank you so much.
Thank you, Sallie! We’re so glad you love your gas logs and that getting a replacement remote was quick and easy. We truly appreciate your kind words and your continued business.
Both products and related service were as communicated. Very pleased with the reliability and will purchase from Woodland again!
Thank you, Tammy! We’re delighted everything met expectations and truly appreciate your trust. We look forward to serving you again.
Multiple appts with no one showing up and not calling me to tell me they weren't coming. So I wasted multiple hours of my life waiting on nothing
We’re very sorry for the delivery issues and the incorrect connector, Erik. That’s not the experience we want for our customers. Your concerns are important to us, and our team will work to resolve this as quickly as possible so you can complete your project.
Great selection so I ordered a 30" log unit. Arrived very quickly but had 2 logs broken. Very easy to get a replacement (one was broken on the reorder but hopefully 3rd time is a charm).
Thank you, Jerry! We’re sorry for the inconvenience with the damaged logs, but we’re glad our team was able to respond quickly and help with replacements. We appreciate your support as a fellow Michigan customer and your patience while we make it right.
I was able to select the stove I wanted easily. Payment went well.
However, after the sale, a sales rep sent me a cryptic message about having the right chimney pipe without sending links to the product or telling me what it was that I'd need. He responded with another cryptic message repeating what he'd already said and providing no new info. I'm a busy man. I don't have time to $#*! around. This was not a good customer service experience z
We’re glad the website and checkout process worked well, but we’re very sorry for the frustration afterward. Our goal is always to provide clear, helpful guidance, especially with critical components like chimney pipe. Your feedback is appreciated, and we’ll use it to improve communication going forward.
Three of the five logs were cracked in half when I opened up the box. Customer service has been good so far though hope to get logs replaced with new ones.
Thank you for your patience and the room to make this right for you. We regret the inconvenience and will continue to work hard for you until this is resolved.
We ordered the Brookfield door for our fireplace and it looks beautiful! The ordering process was great, Tom understood our project and gave us all the information we needed to order. The doors arrived in perfect condition, fit our opening accurately and installed easily. We are very pleased.
A Brookfield is a very popular custom door. Great job getting your project done and thank you for using Woodland Direct to help you get it done. We appreciate you.
Wonderful! Very responsive to any concerns and questions. We would order from Woodland Direct again in the future.
Kathy Schmidt and William (Bill) Ebner
You bought a brand new fireplace and log set. Great job and thank you for including Woodland Direct as part of your success story. We were thrilled to hear from you!
Order was placed in mid December and did not receive the item until February. Along wait for an intended Christmas gift. Service department was good about follow up when we inquired about the delayed delivery.
You were very patient, and we appreciate your business. Thank you.
Easy to order, it arrived on time, & was well packaged. Easy to read assembly instruction. Well made, sturdy, heavy duty firewood cart.
Thank you for the review, Ann. We're glad the firewood cart arrived on time, was easy to assemble, and is working well for you. We appreciate you choosing Woodland Direct.
Wrong style logs and wrong logs initially sent even though order was correct. Salesman requested delayed shipment for my vacation. Logs were sent immediately ignoring salesman instructions. Tom K. Fixed things quickly. Thanks Tom.
Thank you for the feedback, Robert. We regret the mix up with the logs and the shipment timing. We're glad Tom was able to step in and resolve things quickly. Your comments about the customer service interaction are noted and appreciated as we continue to improve. Thank you for the opportunity to make it right.
The remote to our Napoleon fireplace died, and it doesn't have a model number on it. The former owner of the house had installed it, so I don't have their paperwork. The Napoleon website hasn't been a great source of information, so I called Woodland Direct, the supplier, to see if we could get a replacement remote.
Thank you for the review, Susan. We're glad our team could help identify and provide a replacement remote for your Napoleon fireplace. We appreciate you reaching out to Woodland Direct for assistance.
Personnel were helpful and were able to answer questions about our needs and to keep us informed about when our order would be shipped
Thank you for your review. We’re glad our team was helpful and kept you informed throughout your order. We appreciate your business.
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- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Through the years, we've helped a lot of folks replace and rebuild. Wind, water, and ice always seem to be at work in some part of the country. While it's never good to hear from someone who suffered a loss, we are glad to help you make everything right. Thank you for finding your replacement fireplace at Woodland Direct.