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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 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!
A very postive experience from my initial call to Woodland through my installation of my new Fireplace Log set. They arrived in perfect condition and installation, with included instruction, was comprehensive.
We are really enjoying our fireplace log set with the arrival of fall weather.
Thank you, Keith. We are glad to hear your experience was positive from the first call all the way through installation. It is great to know the logs arrived in perfect condition and that the instructions made setup straightforward. We appreciate you choosing Woodland Direct and hope you enjoy the new log set throughout the fall season.
Order a $4,000 fireplace from them that has yet to work. First a valve place was faulty, took several weeks to get that. Then another part was broken. The manufacturer said it would take 2 weeks for that to be shipped. It's been a month - nothing. Manufacturer said they would send an update every 2 days - nothing. All Woodland Direct does is say they are waiting to hear from the manufacturer. I called the manufacturer myself and every option in their directory leads to "due to unforeseen circumstances no one is available to take your call".
Bottom line: $4,000 spent and I have a fireplace that does not work, with a retailer and manufacturer that are unable or unwilling to do anything about it.
Update on 11/10: I called Lauren, who has been my support contact previously. She said that there is nothing she can do and I have to wait for technical support to call me. I asked for Woodland Direct's policy on a refund. She said that since the fire place has been installed, they cannot provide a refund. I asked "how would a customer know it doesn't work without installing it?". She had no response and said my best option is to work with technical support to see if they can get it working.
Woodland Direct continues to make this everyone else's problem and absolve themselves of any responsibility.
We agree, this was a poor experience and as much as we'd like to point fingers at partners, we own this outcome. We can do better. I see that your order is on it's way and our service team got you notice. Thank you for your patience.
Unit came improperly wired. Took a week of emailing back and forth when I finally got a wiring diagram from woodland and I found they had attached 1 wire to the wrong terminal. I asked for some compensation for all my efforts and was denied
Great job getting everything sorted out and working. We appreciate the details on your situation and the feedback that tells us how we could improve.
The feet are on the front so it sits back against the firebox. It's good, thick metal so it reflects heat and protects the back of my firebox. And it looks fine.
Thank you, Mark. We are glad to hear the insert fit well, sits solidly against the firebox, and gives you the protection and heat reflection you were looking for. We appreciate you choosing Woodland Direct.
We ordered a new prooane log set & one of the logs arrived cracked. Woodland Direct was GREAT to with getting the log replaced.
Love my new fireplace!
Thank you, Rebecca. We are glad you love your new fireplace and appreciate you coming back to shop with us again. I’m also happy to hear our team was able to get that cracked log replaced quickly. Thank you for choosing Woodland Direct.
Woodland Direct shipped a broken and unusable $2,500 fire pit and will not stand behind the product, refusing to accept a return or offer a refund. I am very dissatisfied with the experience we've had with this company. They appear to do everything possible to avoid taking responsibility. I have had to pursue a chargeback through my credit card company. Beware.
Thank you for taking the time to leave this feedback. We needed to hear from you immediately. We could not take responsibility for damage reported two weeks after you took ownership when it delivered. Our service team did their best for you, but we heard about the damage too late.
My order was shipped quickly and is as advertised. The shipping material could have been better to protect the product from being damaged during shipping.
The shipping box was damaged but the product was not.Something with this kind of weight needed a better packaging method.Other than that I'm satisfied with the purchase.
Thank you, Steven. Glad to hear your grate arrived safely and that you’re happy with it overall. We’ll share your feedback on the packaging with our team so we can keep improving.
Bought fire pit from woodland. Now bought matching glass surround/wind break. Shipped easy. Assembled easy. Works like a charm.
Thank you, Bill. Great to hear the matching glass surround came together easily and works just the way you wanted. We appreciate you coming back to us for your setup.
My overall experience with ordering a gas fireplace and accessories was excellent. The customer service agent was very knowledgeable and ensure I ordered the right product, right size for my needs. The shipping was quick and the set up instructional videos were very helpful.
A review like this does a great job of encapsulating many of our customer's experiences here at Woodland Direct. We take the time to learn a lot about our products so that when you are ready to buy we can be the best guides possible. Thank you for the chance to be of service and help in this way. We appreciate you.
Our wood rack was packaged neatly, easy to build, sturdy and made with quality, heavy materials built for longevity. We are planning to reorder another rack for our shop.
You hit the nail on the head when you say a Woodhaven Wood Rack from Woodland Direct has better quality construction and materials. You are absolutely correct. You picked a great rack. Great job and thank you from Woodland Direct.
Great - answered my questions and assisted in choices! Timely delivery of logs. Replaced a manual pilot immediately and had it to me within the week! Thanks, Levi!
Just needed two sets of replacement gas logs as we converted from LP to natural gas. Woodland Direct was able to qualify my needs and get me the correct log sets quoted. Associate was patient with my questions and not pushy... would not hesitate to source new logs from Woodland Direct again.
Stephen, we’re glad our team helped make your conversion from LP to natural gas a smooth experience. It’s great knowing our associate took the time to walk you through the right options without any pressure. Thank you for choosing Woodland Direct and for sharing your experience. We’ll be here when you’re ready for your next set of logs.
My technical sales rep sent parts which would not fit the firebox. Mistakes happen. But not answering phone or email? Finally had to work around him to get the right pieces identified and sent. Am an old guy. Worst customer service ever. Period.
Chris, we’re sorry for the frustration you experienced and for the delay in getting your issue resolved. You’re absolutely right that mistakes can happen, but timely communication should never be one of them. We appreciate you taking the time to share this feedback so we can make sure it doesn’t happen again. Thank you for your patience while the correct parts were sorted out.
Woodland direct has a great variety of grates to choose from. They had just the right size for my fireplace. The quality is excellent and shipping was fast!
Lisa, we’re so glad you found the perfect grate for your fireplace. It’s great to hear the fit and quality met your expectations and that your order arrived quickly. Thank you for choosing Woodland Direct and for taking a moment to share your experience.
Great product and your reps on line are excellent and knowledgeable. It's great working with an American supplier. Keep up the good work. Quality of product is exceptional.
Thank you for the kind words and support. We’re happy to hear our team provided helpful service and that you’re pleased with the quality of your product. It means a lot to know you value working with an American supplier. We truly appreciate your feedback and your business.
I was looking for a 3-panel FP screen and found the perfect combination of beauty and function in this screen. Thank you, Woodland Direct!
We’re so glad you found the perfect fireplace screen that fits both your style and your space. It’s great to hear the experience was smooth from start to finish. Thank you for choosing Woodland Direct and for sharing your kind words.
Paid installer $400 to find out burner has a faulty valve plus there was cracked log in my shipment. I have a claim #, but a warranty rep is supposed to call me, but I still haven't heard from him.
We’re very sorry for the trouble you’ve experienced with your burner and log set. Our representative is already working with the manufacturer to get this resolved as quickly as possible. We appreciate your patience while we make things right and ensure you receive the proper replacements.
Hi.
I am a house owner doing a DIY. The install with the Gas Regulator & Exhaust is not clear, the salesmen I am dealing with said I only need the vertical exhaust through the wall & end buy the way the book manual shows a turn up. I don't have the pipes that I need to do that or the Gas regulator for the tank to fireplace. That is the only problem I have at this point of the install. I contacted a fireplace install company in my area, they said they only do installs on fireplaces that they sell & could not help me with the regulator or exhaust question I have. I contacted a plumbing company that does gas & we should be able to get that taken care of. For the exhaust I will see what I can do with changing out the pipes that the salesman sold me that will not work for my application because the manual is not showing that a straight horizonal run will work. Also we get over hundred inches of rain a year which would back feed into the unit. I will be needing a direct vent 90 with termination pipe on top of that. Besides that we are very happy with the fireplace for now.
John
Thank you for the update, John, and for the chance to work with you on your project. We understand how important it is to get every detail right, and our team will continue working with you to ensure the installation is completed properly.
Support has been very helpful. But we still need to get someone on the phone when we are at the house to help with installation instructions
Thank you, Deborah. We appreciate the chance to work with you and understand how important timely support is during installation. Our team will continue to be available to help you get everything set up smoothly.
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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
Thank you, John. We appreciate the thoughtful review. It is great to hear that our website gave you a strong start and that our team was able to help you sort through the details on sizing, burner options, and controls for your masonry fireplace.
We are also glad your order arrived quickly and that the overall experience earned your recommendation. Thank you for choosing Woodland Direct and for letting us be part of your project.