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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 representative helped me select the best option for a new set of fire logs. He was very knowledgeable and professional. I needed technical support during the installation. That was also outstanding. One log was damaged upon delivery. Woodland Direct quickly shipped a replacement set. I am very impressed by the customer service and support.
Good experience speaking with the CSR, Shipping took a little longer than i would have expected. Assembly instructions were not detailed at all and pretty much had to figure it out on my own. Would be nice if you had YouTube assembly videos. Also, although quality seems good, I feel my glass door was very expensive.
Great job getting the job done, Peter. We appreciate your feedback regarding the install and how it could have gone better. Thank you for your business and your valuable feedback.
When I called the customer service department the representative was able to assist with troubleshooting the issue. I was unable to ignite the fire pit and he was able to send me the parts which he determined were under warranty. My overall experience was excellent.
Thank you for taking the time to share this. We are glad our team could help troubleshoot the issue and get the right warranty parts to you. We truly appreciate your trust and are grateful we could support your project.
After finding their website, I reached out by phone for technical questions. Their representative answered every question, as well as helped to make sure all measurements that we took of our fireplace was done correctly. Cannot stress how easy it was to pick out the correct set of logs. He helped us pick out the log set Ponderosa because of the detailed information of how it was going to actually function for us. Upon arrival, everything was included that was supposed to been received. The installation was straightforward and everything works perfectly. I highly recommend this company because of their customer service! I will be doing business with them in the future for sure.
Our goal is to provide this kind of experience to each person that calls. Thank you for letting us know we hit the mark and our efforts were appreciated.
This is my 4th order of an additional firewood rack from Woodlanddirect and I am totally pleased with the sturdiness, the grade of metal, the support of a cord of wood.
Thank you so much Teri. We truly appreciate your continued trust and support. It means a lot to know the racks and covers have held up so well for you over the years. We are grateful you chose us again.
Had a wonderful experience working with WoodlandDirect! Very helpful in choosing the right fireplace guard. Even sent pictures of the fireplace and they helped me choose just the right one. Thank you!
Thank you so much Anne. We truly appreciate you sharing your experience. We are glad the process felt helpful and that the fireplace guard turned out to be just the right fit. Thank you for choosing us and for trusting our team.
Ordered this with the worry I wouldn't receive it in time for Christmas but the shipping and delivery beat my expectations! Box was a little ruffed up on delivery but I believe that was due to the fireplace grate inside the box.
We are so happy that is came quicker than expected. Thank you for your order and congratulations on picking an outstanding quality fireplace grate.
It was time to replace the logs in our gas fireplace and Woodland provided excellent choices. On top of that, it was worth taking the time to call the customer service line, where they were very helpful and informative, and led us to the right decision.
Jeffrey, you did the right thing by calling experts for a gas log purchase. Great job getting not only a great product but the the right product. We were glad to help.
I love my new fireplace logs! They look great, but they didn't show up in the best condition. The sand bag had two large rips in it and sand was everywhere in the box and spilling out. I was able to collect it and use it. One of my logs was also broken, but it still looks nice. I don't blame Woodland for the issues that happened during shipping. Installation was very easy and I'm still happy with the final product.
We're thrilled to have you so happy with your new gas logs. Thank you for this kind review and your feedback.
Worked with Dan from Sales Support to confirm all of my measurements and working with him was invaluable. My new fireplace doors fit perfectly and look amazing!
Dan will be pleased to know he was a good help. Thank you for sharing and for this awesome 5 star review.
Ordered Grand Canyon gas logs set from Woodland Direct. Defective upon arrival. Defect confirmed by manufacturer, Grand Canyon. No written response from Woodland Direct on warranty claim. No expectations for what is going to happen or when.
We appreciate your patience. Because a warranty requires not only what what is needed, but also why, sometimes there are some questions and checks that need to take place. Our team take claims like yours very seriously and they will get it handled as quickly as possible. We want you to enjoy your new gas log set as well.
Called in for help with my order. Very knowledgeable person, helped with final selection and verified availability. Would recommend to anybody, in fact, I already did and he is picking out him parts for a large outdoor fixture.
We're glad our service team gave you reason to trust Woodland Direct. We are looking forward to hearing back from you when you are ready.
My order entailed several different items that came from different locations.
At one point the Fed-X tracking info showed the gas safety pilot kit had
Arrived in CA at a location about 2 hours from me. But days went by and it was
Never delivered nor was there a delivery update. Finally, a new delivery update
Was provided. It showed the item went from CA to Kansas, New Mexico and
Arizona. When it finally showed up in CA again and was delivered the the box was
Wrapped with tape as if it had been opened and then taped up again. I had never
Seen a gas safety pilot kit before, so had the fireplace installer inspect it. He told
Me some of the metal pieces were bent but the rest was fine and it would probably
Work. Both us us thought someone dropped it.
We appreciate this feedback and understand the frustration a delayed delivery can cause. As well, less than perfect product is feedback we appreciate as well. We're glad to hear your pro installer was able to make sure it was ok and installed properly. Thank you for taking the time to let us know how this could have been a better experience.
We chose Woodland Direct for the second time because we had a great experience last time! Their hearth pads are very well made, timeless, and stunning! I believe they are made-to-order, so it takes a little patience for them to deliver but it's *definitely* worth it!
Repeat business is a great compliment and we're thrilled to hear your first experience brought you back a second time. Thank you for this amazing review and for choosing Woodland Direct.
Wasn't sure of a product, they explained what I needed and pick the right product.
A half kettle is a unique hearth item. We're glad we could help you find one that worked perfect for you. Thank you for choosing Woodland Direct.
Sales agent said he had it in stock. He lied.
It was ordered from the factory and shipped to me. I could have done it myself. I wanted it asap. Had to wait 2 weeks.
The part was correct and worked well.
Thanks
Yes, we do drop ship some items. A damper control rod is not a common item and we would not stock those in our warehouse. We regret the delay and try to give our customers the best estimates we have for shipping times. We regret letting you down and appreciate you taking the time to let us know how your experience could have been better.
We ordered the 3 burner Grand Canyon log set up and it looks awesome! I couldn't be happier with the end product and Chris was super helpful in determining the size we needed and how many bags of rocks etc. I'm so glad we switched from wood burning to gas and were able to get our set up delivered intact and in a timely manner. Thank you!
Grand Canyon makes an exceptional quality log set. Thank you for letting us know how pleased you were with your new logs and thank you for inviting us to help with your project.
We shopped on line for gas fireplace log sets. We kept circling back to Woodland Direct product lines. We called and received excellent product information that helped us make our final selections for our two fireplaces, which are in the family room and living room. I installed everything myself. Directions were easy to follow. Fina installation looks great. We are very pleased. Thank you.
Mac was your guide. You were smart to call an expert for advice on sizing for a gas log set. Sizing of a gas log set is one of the most important considerations. Thank you for letting us know it went well.
When seeking more information I was given very helpful assistance in making a wise choice that met my desires and wants. Friendly and caring service in helping me choose wisely.
Ronny was your pro advisor and he'll have a big smile on his face when he sees how happy you were. Thank you for a great review and for choosing Woodland Direct.
We built our house and had been without fireplace logs for a year. We finally broke down and purchased Real Fyre logs from Woodland direct. The logs arrived first, so we had to wait another day before the gas unit arrived to assemble. We think the UPS driver didn't realize that we had 2 packages that day. Assembly was easy and we had it up and running in about an hour.
Lori, it's great to find a happy customer with a review like this. Thank you for taking the time to let us know how your buying experience went. Warm Regards,
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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 so much Jeffrey. We truly appreciate you sharing your experience. We are glad our team could guide you through selection and installation and resolve the delivery issue quickly. Thank you for trusting us with your project.