From the business
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.
This summary is generated by AI, based on text from customer reviews
Tom at Woodland was fantastic. He's Old School. He looked into questions I had and got me answers. He always communicated with me. He followed up on everything, including delivery.
Customer service was great. Very helpful.
Shipping was slow. I think it was over two weeks to receive the package even though it was in stock and initially shipped right away.
We work hard to keep stock status up to date. Our team is waiting by phone to help if customers have questions. Thank you for your patience and your business.
Great experience! Ordered our fireplace online over the weekend and it was shipped almost the next day! We also received a call from WoodLand direct about purchasing the vent piping needed for our unit as we hadn't purchased any when making our order. Turns out they had what we needed, it just wasn't on the site. They went above and beyond to help me make sure I had all that I needed. I highly recommend you give WoodlandDirect a look!
We carry venting for every appliance we sell. We were glad to help and appreciate your business.
I ordered a gas fireplace log set which arrived quickly but unfortunately was damaged in transit. Customer service response was immediate, literally within minutes. After emailing a couple of photos of the unit, they notified me that a replacement was on its way, which arrived in 2 days!
James, you did great by getting with us right away. We regret the bump in the road, but very much appreciate the chance to make it right as quickly as we could. Thank you for letting folks know what you thought of service at Woodland Direct.
Ordered Grand Canyon Cannon Ball set on the phone with Woodland agent, who specified the order content given type and dimensions of my fireplace. My issue was when professional installer was unable to initially install the system, citing that the burner was incorrectly specified. WoodlandDirect did make an effort to communicate with installer and confirm the burner was appropriate. Still, I likely would have specified a different (cleaner) burner had I understood the options, and be aware that WoodlandDirect's return policy is only for unopend, unused items.
Thank you for your feedback and 4 stars. We appreciate your understanding. Customer are able to open boxes and look at what they purchased. You have 30 days to change your mind and request a return. We can't take back burned on or installed items, but our team is waiting to help if you have questions before installation and operation.
I purchased fireplace panels for an older Superior gas fireplace from Woodland Direct. I had purchased the fireplace from them originally. It was installed today. I had a good customer service experience.
Thank you
Susan
We were glad you remembered us and grateful for the chance to serve you once again. Thank you from the entire team at Woodland Direct.
Had trouble finding glass doors to fit my fireplace. A salesman told me by phone my model should fit. It arrived after 3 weeks. Looks nice, but it won't attach to my fireplace using standard installation.
Trying to find a workaround
Caleb Brisco was very professional, personable and knowledgeable! He was the reason for the great experience!
We are happy to see that Caleb made you feel welcomed and appreciated. Thank you for letting us know.
Birds entering clients chimney. Was able to install in less than 20mins. Will be purchasing more caps in the future!
The Salesman was super helpful and worked with me to get the product that I was looking for. Only complaint is that I should have made it 1/8 shorter so that it would inset better.
Hello and thank you, Walt. It sounds like you made it work, but if you have questions on the installation or feel it was not made to your specifications, our service team is happy to help.
Caleb helped me with my initial purchase. He was very knowledgeable and was able to answer all of my questions.
Thank you for the great review. We value the chance to serve in any way we can.
Very helpful customer service.
Got me the right product, and helped me get the correct measurements.
Awesome job with the new doors.
They look great.
Jonathan, we would love to hear from you again. Serving you was a pleasure.
We ordered and received our Woodland fireplace grate. We love the grate but there was nothing inside to protect the grate or keep it from moving around. The grate moved around so much that the two front legs cut large holes in the box. The finish on the bottom of the legs was scraped off.
You picked a well constructed grate that will serve it's purpose in your fireplace for years to come. Thank you for your feedback on how things could have been better and thank you for your business.
The overall product was nice. The shipping of the product was great. The installation was easy however the one-page instructions for the installation was a photocopy that you could not read. The part list was missing the washers, not such a big deal. Overall, the product was solid.
Our item pages will have digital copies of install manuals and our technical service team is waiting to help if you have questions. Great job getting it handled, but know we are here to help as well. Thank you for the great review.
Woodland Direct is fantastic to work with. They even followed up when I place the order initially to be sure all measurements were accurate.
The freight forwarder that they use in my area however was awful to work with. Not many delivery options and the driver was as unhelpful as they come!
We are glad to hear we were great to work with. Thank you for letting us know about your delivery experience. Your feedback matters.
We ordered a custom size fireplace screen, and it is perfect! We called for help with the size, and they were very helpful. The screen also arrived faster than expected. We couldn't be happier! Thank you!
Hello, Becky. This is wonderful news to find. Thank you for choosing Woodland Direct and thank you for your business.
Fast shipping and great packaging customer service responsive
Woodland Direct appreciates you. Thank you for letting us know why we earned 5 stars.
We are very happy with our fire screens. They look exactly as they did online. We received a courtesy call to confirm we had provided the correct measurements. The call was very beneficial as we tweaked the size and they fit perfectly!
Highly recommend Woodland Direct!
We were glad to help you 'measure twice, cut once'. Great job getting it done right.
Everything was as it was supposed to be. Order, shipped and delivered.
We're glad you found some 'heavy duty' options and we were glad to hear from you. Thank you for your business and this great review.
Shipping was fast and they were great. Got exactly what I wanted. It's so stunning!
You bought an awesome new fire pit! We're glad you are thrilled. Thank you for sharing your experience and telling us how happy you are.
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
If making folks feel appreciated and valued when they call is 'old school', then we are guilty as charged. Thank you for the letting us know Tom treated you right.