WoodlandDirectReviews 1,885

I have purchased many firewood racks. These all had a similar design. Thin metal tubing attached with screw, washer and nut. Sometimes the holes didn't line up. Other times once some wood was placed on the rack the rack would "shift" under the weight and make the rack a falling over nightmare in potentia.

In four years, we have purchased five wood racks. Two became dangerously unstable and were thrown away. One rack didn't seem to like the cold weather and the metal pipe has begun to split at one of the screw joints.

Instead of buying another cheap rack, I bought the best one I could find.

It.
IS.
SOLID.

After a long search for a new wood stove, we found Woodland Direct. Their selection of wood stoves was good, and we found just the right stove for our needs. The price was more than competitive, and the service was great. Our stove arrived right on time, the parts were all there, and there wasn't any damage during shipping. Thumbs up to Woodland Direct. Thank you.

We were looking for an oversize mesh spark screen for our outdoor screened porch fireplace to prevent the ash from blowing out overnight and this was the perfect solution.

Ordered pizza oven, said shipped, but not, sales guy never reply email nor calls, confirmed again a shipping date "next week" only when a few "next week" later found to be more than a month late for delivery. Messed up all the on site construction...

We were told that the flume needed 17" of clearance through the roof and it ended up being 19". This mistake forced us to rebuild the fireplace back wall which was very costly.

Professional phone agent knew what I wanted and the grill arrived in a timely fashion as promised. I also received follow-up calls from the same agent.

Ordered was a fireplace gas log setup. One of the logs came broken and an entire new shipment of logs was sent out at no charge to me quickly after sending WoodlandDired pictures of the packaged broken log. As if this was not enough, ~ I complained thinking that the base unit for the fire set may have been incorrect. After sending another picture of the unit (ID tag), the representative quite patiently assured me via email that the proper item was sent and by my rearranging the parts I would understand the set up. Bottom line, they were correct again! Thank you for the service and just as important would be the savings by ordering through this online sales center.

Ordered on Dec 18 for my daughters Christmas present. Finally shipped 2/7. Still not received. Ridiculous. Should get a full refund.

Service was prompt along with a follow up call on if there was anything more they could assist. I needed the fireplace fast and it agipped in 1 day.

The fireplace and accessories came on 2 separate pallets. The fireplace and accessories were very poorly packaged. Fragile components were wrapped with 2 layers of industrial Saran Wrap with no impact absorbing material (cardboard or styrofoam) at all. No wonder the sales rep warned me that the firebrick panels frequently arrive broken. Glass fireplace doors were in the middle of 4 pieces of duct held by a wrap of said Saran Wrap. All 8 pieces of duct work (both inner and outer) arrived significantly dented. Don't understand why they weren't in boxes... for the amount of money I paid I expected a whole lot better. This packaging was just sad and reflects not only poor employee work practices but also poor management for allowing it to occur and likely other non conformance as, in my opinion, if product shopping isn't important, what else isn't? Would not recommend this company.

Super nice people…utter incompetence. Really quite breathtaking how each & every step of my fireplace was mishandled.

On 20 October 2023 I ordered the 36 inch flame craft tondo fire pit with electronic ignition burner (order #*******). I did not desire this item but the other firepits were not in stock and had an 8 week wait. I was told this item was in stock and would ship the following week. This was not true. The following week ONLY the base shipped. This left me without the lava rocks, the top half, the burner, and the glass wind guards. I called to inquire and was told the order could be tracked on the web site which indicated the other components were shipping later; contrary to what I was told. After waiting three weeks I finally received the base and what I believed was everything needed to assemble this fire pit. I was wrong!
Woodland Direct still had not shipped the most expensive and vital part, the burner! I called to inquire about the burner as it was not listed in any of the shipments under their ship tracking option on their web site. I was transferred by sales to customer support and the lady I spoke with told me, "the burners are manufactured and shipped by a third party vendor that we have no control over". She did not identify the third party vendor and could not give me any idea of when the burner would ship. To date, almost 4 weeks later, I still do not have all the components of the firepit.
I do not trust woodland direct! If you order from them make sure ALL the components will ship at the same time and you will receive only one ship tracking number. Otherwise, they will take your payment and "nickel-dime" you on the shipment and give you the "run around". I won't use them again.

Great company that helped me with sizing and selection for my Gas log insert. Shipping was fast and when it arrived a few of the logs were broken. I notified Lynden and was instructed in what I need to do. Within a week a complete new set was delivered. Just an overall great experience from a company I would highly recommend!

I ordered online and was upcharged for a fireplace as I got into the purchasing process. I ended up spending $1000 more than when I started the ordering process. I placed the order and then got a call from a rep that went straight to voicemail telling me that I needed to purchase additional piping that was "proprietary to the machine." I needed to call him back. By this time, I was done. I wanted to cancel the order, but he never answered the phone or returned my email. I called the 800 phone number that same day I received the phone call and placed the online order, and I cancelled the order. The next business day, I received an email saying my fireplace shipped. I tried emailing and calling again--no answer. So now I'm 3k into a fireplace I can't install, with no one to help me. I am so frustrated and feel like I've been taken for a ride.

They love taking your money, after that, forget about it! In November 2022 I purchased a log and burner set with remote starter from Woodland Direct on-line for over $1,800.00. In April 2023 (6 months later) the remote starter unit stopped working. I called them, left a voicemail message, they returned my call the same day or maybe it was the next morning, but they returned my call. I found the person from Woodland Direct to be rude, he wouldn't listen to me and let me talk but instead insisted on talking over me. Eventually...I think... I was able to explain that as the instructions tell you to do when it originally arrives, I put new batteries in both the remote and the starter and I attempted to pair the remote with the starter unit as I originally did yet it still wouldn't work. Understandably, he insisted on walking me through the procedure a few times. Its extremely simple and I did it when I first set the system up so if it was going to work it should have the first time however I was willing. No matter how many times he insisted on walking me through it though it was not working. Well, then he wanted me to film myself going through the process and asked that I e-mail the video to him. That's when I decided I had already spent enough time, effort and frustration on what I knew was a defective item. I explained that even though the whole unit was more than $1,800.00, the part in question could be bought on Amazon for only $99 and was likely considerably less than that to Woodland (maybe $30). I asked him to simply send me another remote and starter. Again, considering the time and effort and having to endure the experience of talking with this condescending joker on the phone, I refused to invest myself any further and simply gave them the choice of sending me a new remote starter or lose me as a customer. Well here I am so clearly I wasn't that important. I mean, they have my money and I wont need another set of expensive logs for many, many years...right! I wont go into all the smart remarks and quips I was to receive but in the end, he said he would talk to a manager and call me back...he did not! Instead I got e-mails with no proposed solution but instead defending his no-service position in light of him enduring me being unreasonable. Since I'd rather deal with Amazon and pay the $99, I'm certain Ill feel the same way when I purchase in the future.

Buyer beware. These guys are thief's! I ordered fire pit mid November of 2022 with 2-3 week quote on delivery time.
Fire pit did not show up so I cancelled. They asked me to not dispute credit card and they would credit my card and have been playing games ever since.
We even conference called our bank with their customer service rep and our bank verified that Woodland has our money, but Woodland denies it. THEY STOLE FROM ME!