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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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Sent item back and cost me almost as much as item restocking fees and other charges. Was going to buy something else but never again
Way overpriced anyway!
We previously purchased a fireplace that we were so happy with so we used your company to order another… not happy at all with this purchase. We spent the same amount and got a unit that only puts out a blue flame. Wish that would have been disclosed to us before purchasing
Emily, you bought a very nice quality Superior direct vent fireplace. We are ready to help if you want to contact our technical team to check to make sure it's operating properly. It's always best to have the pro installer on site for questions and troubleshooting. We are here to help if you need us.
My questions were answered and I reached a decision and placed my order just before Christmas. Delivery expected after Christmas, but somehow it ALL arrived the day before! I did install myself and it's a beautiful set with remote control!
Thank you for sharing your experience, Russ. We are glad your questions were answered, your order arrived sooner than expected, and that you are enjoying your beautiful new set with remote control. We appreciate you choosing us and taking the time to leave your feedback.
My experience has been nothing but positive. Customer service called to confirm my order, and we received our fireplace screen in less than three weeks. I was very impressed with the quality of the service. Great job.
Thank you for the kind review, Christopher. We are glad to hear everything went smoothly, from the order confirmation to the quick turnaround, and that you were impressed with the quality of your fireplace screen. We truly appreciate you choosing us and taking the time to share your experience.
The shopping experience was excellent, and overall product quality fantastic. Unfortunately one area that needs attention is the packaging since one of the logs had a corner broken off. Maybe an extra box to minimize the weight of any of the packages?
Thank you for the feedback, Alistair. We are glad the shopping experience and product quality met your expectations, and we appreciate you pointing out the packaging issue. Your suggestion is helpful and will be shared as we continue to improve.
I called the company cause I had some questions and Doug K was very helpful. I got my order exactly when he said it would come. I believe it came within seven days.
We're very happy with our heater. It not only is beautiful and looks great, but it really heats up the outdoor area there and now we can enjoy cooler evenings on our patio.
Thank you for sharing your experience, Dale. We are glad Doug was able to answer your questions and help you get exactly what you needed, right on time. It is great to hear your heater looks beautiful, performs well, and is helping you enjoy your patio even more.
I built a new house and moved in 12/14/24. I used the fireplace and remote for approximately 3 months on and off into about 4/2025. When I went to use the remote this December, it did not work. It cost me $105. For a remote I used for a couple of months. I feel the company should have paid for the replacement.
Thank you for taking the time to share this. We understand how disappointing it is to have an accessory fail after limited use, especially in a new home, and we appreciate you explaining the situation so clearly. While we are glad our team was polite and responsive, we recognize your frustration and value both your feedback and your builder’s continued trust in us.
I was able to get exactly what I wanted. The fit was a little bit off, but my installer was able to make it work and it is just perfect
Thank you for the feedback, Julie. We are glad our team helped you get exactly what you wanted and that your installer was able to make everything work. We appreciate you sharing your experience and choosing us.
When we ordered it said the log set and burner would deliver in 3-5 days. Turns out the logs did but the burner set was back ordered and took 6 weeks. When we called customer service they couldn't help at all and we just had to wait. The product is great but if you're pressed on time, be aware.
Thank you for the honest feedback, Amy. We understand how frustrating the delay was, especially when timing matters, and appreciate you sharing that experience. We are glad to hear you are happy with the product itself, and your comments about delivery expectations are helpful for improving clarity going forward.
Corina (sp) patiently waited while I crawled and measured the fireplace dimensions then over the next day or two decided which fireplace would fit.
Then with a better understanding of, ordered and received the fireplace within a week 😊
Thank you for sharing this, Andy. We are glad Corina took the time to guide you through measuring and choosing the right fireplace, and that everything arrived so quickly. We appreciate your trust in us and are happy to hear you are satisfied with the experience.
I was not aware that the ember mesh was not attached to the grate, and now I need to go find a welder to cut and tack-weld the mesh. I'm not happy about this, and not easy nor cheap to have done.
Some come welded on. Some brands leave it loose for good reason. That metal is significantly thinner than the bars on the grate. It will contract and expend as it's heated at a different rate. For this reason, if you will weld it on, the weld could break over time. As well, ember retainers usually only last for one season and need to be replaced. They are sold separately and can easily be replaced. Removing the old is much easier to do when it's welded in place. Thank you for your feedback and your business. We appreciate you.
I bought the empire 18 inch logset. Sales rep helped me with size for my fireplace. Also answered all questions I had. Received the logset and it was pretty simple instalation. Only downside so far, even after using it for a couple weeks, it smells stronger than I thought it would. I have the ventless logset too. Overall happy though.
Thank you for the thoughtful feedback, Josh. We are glad our team was able to help you choose the right size log set and answer your questions, and that installation went smoothly. We appreciate you noting the ventless odor as well, and we are happy to hear you are overall pleased with your purchase and experience.
I have been working with Tiffany for months as I was working to get the fireplace install on my calendar. Her follow up and customer relations skills are top notch! She is the reason I bought from Woodlad Direct.
Thank you for sharing this, Joe. We are glad Tiffany’s follow up and support helped you move your project forward and get it on the calendar. We truly appreciate your trust in Woodland Direct and will be sure to pass along your kind words to her.
Good experience with customer service during order process. Unit is in garage on original packing crate and will not be installed until March so I cannot provide any additional information
Thank you for the feedback, Dale. We are glad the ordering process went smoothly and that our customer service was helpful. We appreciate you choosing us and wish you the best with the installation when the time comes.
Once I got to actually speak to someone in the tech area (Steven) everything was good. I only needed a part and some literature. However, after waiting three days for a call back I finally had to call you back and kind of demand to speak to someone. We depend on our fireplace for auxillary heat when the power goes out which it does here quite frequently. It's working now.
Thank you for sharing your experience, Larry. We are glad Steven was able to help get the right part and information so your fireplace is working again, especially when you rely on it for backup heat. We appreciate your patience and your continued trust in Woodland Direct.
Very easy to order your representative on the phone was perfect. Very helpful and delivery came on time. Can't wait to do it again with another product.
Thank you for the wonderful review, Donald. We are glad to hear ordering was easy, our representative was helpful, and delivery arrived on time. We appreciate you choosing us and look forward to working with you again.
We recently purchased a linear fire place and the purchasing process was incredibly easy, the product arrived faster than I expected as well. We can wait to have it installed! Thank you!
Thank you for the kind review, Carrie. We are glad to hear the purchasing process was easy and that your linear fireplace arrived sooner than expected. We hope you enjoy it once it is installed and appreciate you choosing us.
Excellent technical advice leading to the above purchase instead of a mistake I was about to make.
Quick delivery and after professional plumbing an easy setup. Only disappointment is the glowing embers die at anything less than half to full setting …. Guess unavoidable?
Thank you for the feedback, Derek. We are glad our technical guidance helped you choose the right burner and avoid a potential mistake, and that delivery and installation went smoothly. We also appreciate your note about the ember glow and your overall experience.
C/S Chris Connolly was excellent. Made order and information easy. Delivery was on point as well. Had system up and running within 24 hours of receiving product.
Thank you for the great review, John. We are happy to hear Chris provided excellent service and made the ordering process easy, and that delivery and installation went smoothly. We appreciate you choosing us and taking the time to share your experience.
For us as a company the shipping was fast, all the parts arrived and were correct without damage and your website is easy to use and a wide variety of selections.
Our customer wrote us a note with their payment "We are really enjoying our fireplace! Thank you so much!"
Thank you for sharing this, Scott. We are glad to hear everything arrived quickly, complete, and in good condition, and that your customer is enjoying their fireplace. We truly appreciate your continued trust in us and value your partnership.
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- Suspicious reviews are flagged by our algorithms, moderators, and community members
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We regret that the log set you picked did not suit you needs. Unused items can be returned for up to 30 days after delivery and are subject to a 15% restocking fee as well as shipping charges. If there are questions before you buy our team is waiting to help. Thank you for this review and your feedback.