WoodlandDirectReviews 1,888

The sales services provided were exceptional. However as far as the delivery services, i did not receive a call or knock on my door from the delivery service company driver.

Purchased a new set of logs for my propane fireplace. Experienced soot after installation. Called Woodland, got bounced around for a week as to who handles this. Sent photos of the log setup and distribution of vermiculite and embers to someone. No response, called again once again shuffled around. Finally got someone who said, "call your propane company your hookup is probably wrong! Or call fireplace store!
I did both, at significant cost. Propane company said all ok with hookup, most likely log setup up. Called woodland again and sent photos again, was told again did I follow the diagram exactly! I said "you tell me" they couldn't.
Finally had fireplace store techs come in and the told me:
-setup wrong
-not enough vermiculite and embers
-reset the logs
Tested and retested and is working fine.
WOULD NEVER RECOMMEND WOODLAND TO A FRIEND OR FAMILY POTENTIAL CUSTOMER

I was skeptical to buy a gas log, sight unseen. It arrived as promised, the set-up and assembly was easy by following the instructions. Works and looks awesome.

The customer service during my order was exceptional. The delivery was super quick, I got my log set within two days of my order. The reason i gave four stars instead of five is because I had installation question so I called customer support and was told I would get an answer within seventy two hours, It was almost two weeks before I got a call back. Luckily I figured out the issue myself and no longer needed support. Other than that the gas log set that I purchased is high quality and looks great.

I just received and installed my airculator fireplace heat exchanger. So far this has exceeded my expectations in getting heat from my fireplace into my home. Installation was easy and I received my shipment in a timely manner. While it has just been installed I am very happy with my purchase.

I received assistance via phone conversations, from the most helpful advisors, Caleb and Derik. I was thrilled to find that Woodland Direct had a pre-made grill cabinet base available for purchase, which I could customize! No slide together pieces made of cardboard here... sturdy aluminum construction! When requested, the company also honored a partial discount (price match), for our grill purchase. This made things easy and enabled me to purchase both components from the same company. The grill cabinet is pure quality and gives us the appearance of a built in summer kitchen, without the higher custom cost! The cabinet has just been installed in the home we are remodeling, so hubby has not tried out his Wildfire grill, yet. Caleb assured me to have no worries with the delay (moving in). Should the grill need adjustments, Woodland Direct will take care of it. This has been a 5 star experience from help with selection, to quicker than expected delivery. Highly recommend Woodland Direct.

We were happy with the easy and quick process to order the electric fireplace. It took a few days to process order, but once it was marked for shipping then we received it the next day. It works great and we are happy with the Napoleon electric fireplace.

I love our new insert! If it only had the sound effect of a crackling fire … that would be great. We are too old to split wood now and haul into the house but we love a fire!

Tried ordering a fireplace grate from Amazon and got a flagpole delivered instead.Twice. Then I directly ordered from Woodland, and it was a perfect experience.

Log set and liner show up damaged. They did replace the log set in a timely manor, did a touch up on the liner. Both looked like repacked rejects. Web site showed an option to buy louvers, was not clear on if they were included or not. So I called and was told that I would need them. When the fire box arrived I see that they were already included. So I called about returning this $300 item that they told me I needed. Very slowwwwww to respond! When they finally did they told me that I had to pay $100 between shipping and restocking fee. FOR THEIR MISTAKE! Repeated emails unanswered, and when I called I was told that customer service was not in the phone sysrw=em, and to email them! Customer service does not take calls. Asked if management was available, no. Email them. I bought from them in the past, but never again!

I called for help on which grate to purchase. I love the grate - the wood burns longer. Items came quickly. Satisfied customer!

Fits well on my patio. Very stable and I love the top cover for the firewood. Very easy to put together and very durable material. Does not wobble like other put together wood racks

I ordered a custom fireplace screen online. Next day I got a call from a customer service representative who confirmed the measurements of my fireplace. The order was placed and several weeks later the screen arrived. When I removed it from the box and set it up, the screen was about a half inch too tall and the screen would not slide into the fireplace properly. Because of this the top of the screen could not be secured to the fireplace using either of the options explained in the instructions. Also, the doors to the screen, when opened, would cause the screen to fall forward into our living room. I called customer service and the agent quickly pointed out that custom orders are not refundable. I don't know if I made a mistake measuring the fireplace opening or if they made a mistake manufacturing it. It doesn't really matter - I paid $1,600 for a custom screen that doesn't work. They told me on the phone they would have someone call me to discuss my issue. That was over a week ago and I have not heard from anyone. Then I tried to call them - no answer. Then I tried to call the number on my credit card statement - fast busy signal. I would not recommend this company or their products - they don't stand behind their work and do not serve their customers.

We received and installed the rustic oak logs with the flame enhancer kit. The entire set (burner, logs, and flame enhancer) gives a very realistic appearance... including the glowing embers and flame enhancer log. It also puts out a lot of heat.

Poor. I ordered and then it was a week until woodland acknowledged my order, 4 weeks of "we are awaiting a carrier" with me asking for updates, and then 2 weeks "it's in the carriers hands" but no clear update. Your agent was prompt in replying after the carrier has the product, but it took far too long to get info and should it take 6-8 weeks to receive the firstly that was in stock?

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The Woodland Direct website has a wealth of information but if you have questions, their sales professionals are extremely knowledgeable experts in all things related to gas logs, fireplaces, etc. We got the help we needed to finalize our decision, placed our order and it arrived just a few days later!