James J.

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.

I placed an order for an 8 foot diving board back on 14 July 2020 and was told the board would not be shipped for six weeks due to COVID 19. My invoice gave a date of 21 August as an expected delivery date. On 26 August I contacted Pool Web to find out if the board had shipped and was told SR Smith is the ONLY supplier for these boards and the expected shipping date is now 8 September 2020. I feel if Pool Web as aware of these delays they should have contacted the purchasers to make them aware and gave them the option to cancel the order. But the only response I got was SR Smith is the only provider and shipping was now nine weeks after the order is placed vice six. I understand delays due to COVID 19 but so did all manufacturers and they should have slowed sales by not taking orders or ramping up labor to catch up, leaving a purchaser out in the cold because SR Smith has the monopoly on boards is just not right.