WoodlandDirectReviews 1,885

We purchased to Peterson Real Fyre Split Oak Designer Plus Vented Gas Log Set in size 30 from Woodland Direct. We were drawn to the natural look of the wood/split wood pieces but...

This is a warning for anyone looking at this particular set - what you will receive is VERY different from what the photo on their website shows. In person, the "split" part of the logs in this kit are a dark chocolate brown. It resembles the look of Nutella/Other Hazelnut Spread and is poorly painted on.

The Marketing image on the site shows a very light brown - almost true to what real wood would look like if it was split.

I am a little torn on this review because we did have a good experience with the actual order. Delivery was also very fast. I think we received the order in less than 1 week. The Sales person we spoke with was also very knowledgeable and friendly. This is why I gave 3 stars.

It was our fault for not inspecting the items before we let our tech install them. We weren't home and came back to the items installed. Because the items have already been installed and tested, I don't think we can return them either. Plus, I would imagine that shipping these items back would be very expensive as they came in 2 boxes and they were extremely heavy.

I did submit a support case to Woodland Direct. It's been 6 days now and no response yet but we will see where it takes us.

I would suggest that these Marketing images get pulled from their website and reshot. These images are probably shot and distributed by the manufacturer so I am not sure if Woodland can take fault in poorly representing the products but they should stand behind their products or quality check their listings.

Woodland states that "Our goal is to provide you with products that go above and beyond your expectations."

The items we received definitely didn't meet our expectations in terms of aesthetic. We may be stuck with Chocolate looking dipped logs forever...

Below is images of what the logs look like in person and I included the image from their website for comparison.

Bought an Empire Flint Hill Ventless 24-inch gas log with millivolt and an Empire on/off remote operated by a SkyTech 1001 battery-operated receiver from Woodland Direct. The remote receiver unit was not connected so it requires the homeowner or the installer to do it yourself and attach two wires to the gas valve terminals TH and TPTH under the gas log. (Absolutely should have been attached at the factory because there is not enough clearance to gain access to the terminals, so the installer had to disassemble the front skirt to get at the terminals.) Once the gas log was piped in place, and lighted successfully, the installer noticed immediately the rocker switch on the front panel marked "Remote/Off/On" does not work as marked. Woodland Direct technician Nick Janco told us by phone the rocker switch must be wired incorrectly. No offer to remedy the situation. So to operate this gas log by the remote, the rocker switch must be left in the OFF position, not the REMOTE position. Talk about a screwed up company not concerned about the issue! I mean we are talking about a natural gas-fired log and the company expecting me to safely operate it with a control switch set improperly according to the instruction manual. Additionally, one of the logs came out of the box minus the end. (Photo) I have not decided yet if I'm going to have the gas log removed to send back. But I have decided I'd never buy anything from these guys again!

I called to ask if the stove I wanted was in stock. They said yes and the salesman was very pushy. Wanted me to order over the phone. He convinced me. I revived a few parts of the stove in good time. I heard nothing for 30 days. I called them and they said they were out of stock on that stove, And never apologize. I hope they go out of business.I still don't have the stove over 50 days latter.

Couldn't get the remote to work. Manufacture said it was a model not made anymore. Was sent a new model and still couldn't get it to work. Reached out to woodland several times with no response. Very disappointed with their lack of help.

I ordered a fireplace that I was unable to use due to local regulations. Woodland customer service allowed me to return the entire order with no penalty. I paid return shipping which was fair and reasonable. They didn't have to help but they did. Good company and good CR.

I would have given 0 stars if that was an option. We purchased the Tacoma fire pit table on September 10,2022. Our credit card was charged right away. We chose copper vein for our base color. We contacted Woodland Direct before ordering to see if they could provide a picture of a base with the copper vein but they were unable to provide. We went ahead and ordered it off the picture Woodland Direct shows on their website. After several emails and calls we received our fire pit table about two months later. It was packed nicely and arrived safely. When un packing it we noticed right away the base was black and not copper vein at it shows on their website. If you take a picture and blow it up you can see some copper veins but to just look at it, it is black. I received an email asking for us to review the fire pit table but wanted to talk with Woodland Direct about the color before I wrote our review. A few days later I received an email asking for photos of the table and I responded promptly. Another few days passed and received another email asking for more photos as the "manufacturer " said they were blurry so I sent more photos. I received an email a couple days later saying that the manufacturer said this was the color of copper vein so basically just deal with it. I responded to this email stating how unhappy I was with this 3k+ purchase and needed to know what my options were. Last Friday I received a call from Gabby or Debbie wanting to see what she could do to make this right. I explained the issues I had and that the base color was nothing like their website showed and cover was the wrong size. She seemed like she understood and told me that she wanted to make it right and would call me later Friday afternoon or Saturday for sure. Nothing! I called Monday morning and left a message and today I received an email saying it'll cost me 433.00 to return the table and there is nothing they can do about the color I ordered. It's black and if I wanted black I would have picked black as that was a color option. They also said that when repainting a dark color nothing over the top of it will look right. I went to put the cover on that I purchased at the say time as the table for 300.00+ and the cover is not the correct size. So to sum it up, I received a fire pit table that looks nothing like the color on their website, they want to charge me 433.00 to return this table, have a cover that doesn't fit the table, and there's not a darn thing I can do about it. Buyer beware! With my experience with this company I truly believe customer satisfaction is not a priority.

We bought the above firepit during Covid of 2020. We paid 3x as much for it as we would a firepit now because there was a shortage. I was disappointed when we took it out of the box because it looked old and rusted. It was too late to send it back because we bought it for our beach house and didn't open the box til we arrived there over 30 days later. The flyer it came with said it would burn to a natural rust color patina over time but it just looks old and rusted like it did when we took it out of the box. I was hoping some of the rust would burn off and just turn to a rust color but it didn't. I would not recommend this product. It is more expensive than others and doesn't look good. Since we rent our beach house I'm going to have to buy another one so it was just a big waste of money.

Order a fireplace. It came with wrong parts, wrong instructions, and will not even work. We have been dealing with them for 5 months with no resolution. They don't have a slight clue about the products they sell. Don't waste your hard earned money with this company

My customers unit was delivered damaged, dropped and repalleted on its side. Two replacement pieces were delivered from Canada on time. The touch up paint somehow is "held up" in customs, so they say, only to be delivered weeks from now. The company seems disorganized.

The sales rep included the direct vent high performance chimney cap for our Montigo 38 fireplace. The cap is 12" tall and looks horrendous, like the air filter on a carburetor. Customer service wouldn't provide any credit for us to replace with the low profile version, which was never presented as an option when we ordered. Also spent a full week researching chimney shrouds and found out in the end none would work because the base for the chimney cap needed to be at least 26" x 26" wide. Sales reps only want to take your order and offer very little assistance when something doesn't work or look as intended.

Purchase a fire pit from woodland. After using the fire pit for a couple of times a crack started to form on top of the bowl. Contacted ( called) and talked to a representative who then sent me a case # by email. After a half dozen emails and photos of the crack they ( woodland) came to conclusion that it was our problem because burner was off center which is total BS on their end. Total unprofessional and lack of caring for the customer. I would give customer service a F & a 0 for ratings.

In 2010 I built a firepit and put a inexpensive firescreen on it so that I didn't burn down the neighborhood... fast forward 12 years, new house, new "upgraded" firepit, decided to treat myself and not take it with me, bought a screen from Woodland Direct, same reason to buy it, having never moved it in approximately three months(winter set in and I didn't want to use it and it is extremely well built and heavy), the first fire in the pit, in April, the Woodland Direct Spark Arrestor, at close to $500 dollars, was practically rusted to the top of the fire pit... when I removed the Arrestor, a perfect ring of rust appeared the entire circumferance of the pit, as well as the screening... the "inexpensive" cover from Lowes, was still viable and never rusted and caused a ring around the collar...$500 vs about $75.00, your call... the customer service initially was hot to trot to replace it, all of a sudden there was nothing and no one to handle the issue.

Owner of Woodland personally intervened and bought this to a satisfactory conclusion!

This is the first review I have ever gone out of my way to write about a company. It has been incredibly painful experience and felt the need to share. We ordered from them back in august. Provided the measurements and were assured it would fit our system. Paid someone 300 dollars to come out and install. It did not in fact fit. Sent emails, called left messages, no responses. If they did respond action was never taken. We were assured we'd get the new item in time for the holidays. Finally got a hold of them when it was coming up. Order never got submitted even though we were assured by multiple people. Finally received 6 months later our second fire ball set. They ordered the wrong color. We had to return again another very painful experience. Then third times a charm- again after weeks of us following up finally re ordered the right system. Just had someone come out (another 300) for them to tell us the item was faulty. 9 months later- no resolution, no action, no apologies, and 600 dollars poorer than we started from originally (again no offer for discount based on monies spent to their mistakes). I work in customer service and very understanding of our current environment. My husband and I have had to take turns following up and sitting on hold because it has taken up SO MANY HOURS out of our life to try to get this resolved. There is still no resolution- we have been told now after calling again to submit an email request. DO NOT WORK WITH THIS COMPANY! This is a first I have shed tears of frustration dealing with a company.

This company is garbage. I spent 3k on a fireplace and it was damaged in shipping. Been waiting MONTHS for replacement pieces but they can't get them and customer service is absolutely rude.

I wish i had read the reviews BEFORE i ordered from this "company", its just awful in all aspects, first when we ordered the flue it stated it would be ready to ship in 5-10 business days, 2 months later the advised that they were out of stock but it will be shipped next day, after two weeks we found out it was "delivered", we checked out our cameras and nothing was delivered, after we reached out they sent us bill of landing with signature as my first name))). We requested a refund instead they sent us some kind of pipe 24 inches long. 2 weeks no response and we'll be reaching out to our bank

Bought a Montigo 48" fireplace with remote and power exhaust fan.
The instructions were not specific to that combination, as a result it has never worked properly.
After a month of dealing with their "tech" department, they said they couldn't help?
So I'm out 7 grand?

We bought a new unit, installed in late January 2022 troubles from the start, bad fan last heard from them on February 18th, finally after I send another email asking the status of the claim I get a response, still no parts if I want to cancel my claim they will refund me, refund me for a warranty claim, I just want the product to work like it was promised to from the start.

Ordered a fireplace from Woodland Direct early last year. It was delivered upside down, scratched all over, and the screen was ripped. After cleaning/fixing it up we couldn't get it started and a fireplace repairman determined the valve was defective. I called support to order a replacement valve and a new screen. I've called multiple times over the course of several months and still have no updates on the follow-up orders despite promises of tracking numbers. I'm often put on callback lists and never get a call back. I wouldn't recommend Woodland Direct to anybody, get your fireplaces from somewhere else.