On SmartCustomer, businesses may not offer incentives or pay to remove reviews. Learn more about our Review Guidelines.
From the business
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.
This summary is generated by AI, based on text from customer reviews
We monitor reviews for authenticity
Excellent instructions for measuring to ensure best fit. Lots of great options. Order was packaged well & arrived on time! Overall excellent experience!
Marco, my sales contact, was very helpful with choosing a replacement glass doors set for my old traditional fireplace. Although your prices are higher than other retailers, I felt the customer experience was worth it.
Thank you so much for sharing your experience, Mamania! We're thrilled to hear that we were able to help you find the perfect glass doors and that the exceptional customer service made all the difference. Your appreciation means a great deal to our entire team!
I enjoyed shopping on the Woodland direct website. There were many options to choose from and tons of helpful information.Having never purchased gas logs before, this site, recommended by the HVAC company I hired to install them, was user friendly, well organized, and helped with tje required accessories! Shipping was on target! Super happy!
Leanne, thank you so much for sharing your experience! We're thrilled our website made shopping easy and helped you find everything you needed. We appreciate the recommendation!
Doug was very knowledge of process and educational information for a first time fire log purchase. He provided multiple options and was patient as I took time to review what log set would be best for me. Enjoyable purchase experience!
Thank you so much, Britney, for your kind words! We're delighted Doug could guide you through everything and make your first fire log purchase enjoyable—it's clients like you that truly inspire us to keep delivering great experiences. If you have any questions or need assistance in the future, we're always here to help!
We received our order, and our landscaper is still to install it. It arrived to appear to be in perfect shape from the packing. We await the installation of the firepit.
Wonderful to hear your order arrived in perfect shape! We appreciate your landscaper’s recommendation and hope the installation goes just as smoothly. Enjoy your new fire pit!
Product is great, fairly easy to put together and does what we purchased it to do which is hold firewood. Docking one star because there were no communications after order was placed, no tracking number or delivery date was provided.
Thank you for your feedback and for sharing your experience. We’re glad to hear you’re happy with your Woodhaven rack and that it’s working perfectly for your needs. We also appreciate your note about communication and tracking and will use that feedback to improve our process moving forward.
I did some research but that just created more questions and uncertainty of what would be best. Woodland was extremely helpful, directed me to the right expert that guided me through the process and confirmed the right product. The unit was shipped immediately and arrived quickly. The box was damaged in transit which was probably the carrier issue. The unit is being installed next week and we are so excited! Thank you!
Thank you for the wonderful feedback. We’re so glad Doug was able to walk you through the details and help you choose the right setup. With hearth products, a little expert guidance goes a long way, and we’re always happy to help make the process clear and confident from start to finish.
I have ordered from Woodland direct before and both times had a great experience. The salespeople were knowledgable and helpful. Both fireplaces were delivered in a timely manner and well packed. I would encourage anyone looking for these products to use them.
Thank you, Lori. Repeat business means a lot to us for many reasons. You are always welcome at Woodland Direct and we were glad to have you call on us again when you needed some help and guidance.
I will never do business with Woodlands Direct again the by virtue of their policy in my opinion STOLE $319.00 from me. Here is the story. I purchase a fireplace unit from them. The unit was ordered with a fan unit for circulation. My assumption was the unit came assembled with the fan. As per their policy when the unit arrive it was inspected for damage. Damage was found on a flu pipe reported and resolved no problem. Unfortunately, when we went to install the unit it was found not to contain a fan unit. Contacting the company the first representative said that these were usually shipped separately, however they did not have a tracking number. The second Employee said it did not matter, their POLICY was a two day claims window due to their arrangement with their shipping company. In my opinion the shipping company had nothing to do with the issue as the package was sealed upon arrival but minus the fan. Simply, it is my belief that the fan was never included in the shipment from Wood Lands Direct. The employees though amicable stuck to their policy saying they checked, it was shipped, and management had approved denial of the claim. I have since checked for a fan from another source and the fan unit is a whopping $79.00 retail. Any company that treats customers this way is not a company I can endorse or recommend. Their business practices are in my opinion reprehensible. I made a huge mistake and should have dealt with a local supplier that cares about customers and does not hide behind policy.
We appreciate you taking the time to share your experience. We’re very sorry to hear of your frustration with this order and the challenges you faced.
To clarify, our shipping and claims policies are in place so that we can work quickly with our vendors and carriers to resolve issues when something arrives missing or damaged. In your case, our team reviewed the order and confirmed with the manufacturer that the fan was shipped. Because the unit arrived sealed and without any sign of tampering or missing packages at delivery, we were unable to file a valid claim outside of the time window required by our partners.
We understand that policies can feel restrictive in situations like this, but they are designed to ensure fairness and consistency for all customers. That said, we regret that this experience has left you dissatisfied and that you ultimately chose to purchase a fan elsewhere. We do care about our customers and will share your feedback with our leadership team as we continually review our practices.
Thank you again for your feedback.
I ordered the northern flame country oak gas log set. It looks great and I am looking forward to using it! My item was shipped quickly. Upon delivery, one of the logs was broken and the bag of sand had been torn open. I contacted WoodlandDirect and spoke with someone who immediately addressed my problem. Another employee, Clara, contacted me via email to get more information and set up for replacement. I never had to wait long to talk to anyone on the phone or get an email response. Although it was disappointing that my order was damaged, that is just what happens sometimes during shipping. I'm glad they were able to quickly resolve the problem.
The truth is, your great experience had a lot to do with you. We kept our promises, but you reached out to us right away so we could step in and help. Thank you for being such a great example and for giving us the chance to make things right when you needed it.
We needed a very specific size fireplace screen for our older insert that is no longer sold. Measuring instructions provided and quality of product is great.
You picked an outstanding quality screen. Thank you for the chance to help you with your custom sizes. We appreciate you.
Do not work with WoodlandDirect! I worked directly with Jon Hernandez, a technical sales rep at WoodlandDirect, to ensure I was getting the right fireplace screens. However, after purchasing my first screens, Jon told me the screens would not work as intended, and the sale was cancelled. Working with Jon again, he assured me that different screens would work, using height/width measurements. However, Jon failed to mention nubs that are attached to the back side of the screens that prevent them from sitting flush in front of the fireplace opening. Product documentation omitted this information. Due to the nubs, the screens do not fit. Jon and WoodlandDirect refuse the refund this purchase despite incorrectly assuring me the screens would fit based on the the height/width measurements. This is unscrupulous and unprofessional. Do not do business with WoodlandDirect! This business, and its "technical" sales staff, don't know their products, don't acknowledge and correct mistakes and are untrustworthy.
We’re sorry to hear you’re disappointed with your screen. The model you received is a premium, handcrafted piece, and the small brackets on the back are part of its construction. These brackets are standard to the design and position the screen just under ¼" from the fireplace opening. This is not a defect, but rather how the screen is built to ensure durability and proper fit.
We understand this may not have matched your expectations, but we stand by the quality and craftsmanship of the product. Many customers find this style to be both functional and beautiful, and we believe it makes an excellent addition to a fireplace.
From placing my order to receiving it, was very smooth and the gentleman that helped me, made sure I got exactly what I wanted! Extremely professional and fast service!
Am going to place another order! Thank you,
Charlie Stanley
Garret was the gentleman who helped you with your project. I mentioned your amazing review to him and it made his day. He's excited to help you with your next project when you are ready.
Simple instructions made it easy to put together. Once assembled, placed on my deck and filled with the logs that I had split, by hand, (and I lost 6 pounds in the process!) it added an additional rustic atmosphere to my home in Northern Idaho. Not just practical, but also decorative! I'm very pleased with this well-built product!
They are an amazing solution for wood storage. As for weight loss, mileage varies. If you were hoping you found the best option possible, stop hoping. You nailed it. There isn't a better rack to be found. Thank you for sharing your experience and leaving this great review.
I thought I would get 5 or 6 logs instead of the 3 I got. Dissatisfied with the order entirely. The 2 dinky round maybe 3" long pieces are worthless.
I looked for a call with our service team to listen to the actual conversation and could not find a record of your call or a post sale inquiry of any sorts. That kind of dismissiveness is not characteristic of our service team. We do our best to picture and describe our log set accurately. In your instance, we show your log set as a full 30" set, but explain in the product description that smaller sets will have less logs. You picked the smallest log set and it should have only come with 3 logs. Unused and in it's original packaging it can be returned. Thank you for the feedback.
Spoke with customer service about a product I was interested in. They were Very knowledgeable on on product and answered all my question's. Ended up ordering and received sooner than expected, product was well packaged and excellent quality.
Bruce, you did the right thing by calling. Nick is a hearth industry veteran and you couldn't have been in better hands when selecting a fireplace glass door. Thank you for the chance to help.
I recently purchased the Wildfire Ranch Pro 36 BBQ Grill through Woodland Direct and couldn't be happier with the experience. The customer service team stood out right away — not only were they polite, but also very competent and reliable. Everything they promised regarding the timing of delivery was fulfilled. My grill arrived right on schedule, well packaged, and in perfect condition. As for the grill itself — it's absolutely amazing. I did most of my research directly on Wildfire's website before buying, so a big shoutout to them as well for providing great information. Overall, a fantastic buying experience from start to finish!
You took the time to learn before you bought. Our best informed customers are our happiest customers. Great job and thank you for including Woodland Direct as part of your great success story.
The item I purchased had been on back order forever (really maybe 8 months). Not sure if there were some crazy tariffs or something holding up production. I received an email once they were back in stock and ordered my unit promptly. Took about a week for it to arrive which was fine. However, when it showed up to my doorstep the packaging had literally disintegrated. The unit was scratched, paint was chipped, and bare metal was showing, ect. It looked like it fell down a 3 story flight of stairs. I sanded it down and repainted it because I'm using it in my main family room where we always entertain. I can't speak for its performance but hopefully it's better than its packaging.
When our product shows up less than perfect, we hope to hear from customers. We'd have had your unit exchanged for a new one had you called. Thank you for three stars and the heads up as to how your experience could have been better.
I was buying glass doors for our fireplace and very uncertain about what to buy and how to measure. The sales rep walked me through everything. So helpful. We are still waiting for our gas log to be installed before installing doors but I am confident it will fit.
It sounds like you are on your way to a complete fireplace refresh! We think that is awesome and we are excited for you. Thank you for including Woodland Direct in your plans.
We ordered a 12' firewood stand and it's well built, was easy to put together, made with quality materials and was shipped in a timely manner. Thank you! We love it!
See reviews as you browse!
Get the Chrome Extension.
Add Extension
- 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
- 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 so much, Carly! We’re thrilled to hear the ordering process went smoothly and that you enjoyed the clear instructions and selection. Knowing your order arrived perfectly packed and on time means a lot to us—we really appreciate you sharing your experience!