Overview
WoodlandDirect has a rating of 4.6 stars from 950 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with WoodlandDirect most frequently mention customer service, great experience and fire pit. WoodlandDirect ranks 2nd among Fireplaces sites.
We were delighted to find Christopher in the tech dept. He worked closely with us over several days, and when the problem couldn't be fixed with his help, he found that the pilot kit was still under warranty and he sent a replacement. Without question, Woodland Direct provided top notch customer service.
I ordered the Woodhaven 39" Crescent Firewood Rack with Cover. I was happy to see it was American made and it showed with thick powder coated steel and quality construction with instructions in intelligible English. The rack works well and looks nice.
You picked a winner for sure. There is no better wood rack than a Woodhaven from Woodland Direct.
I was disappointed with the first set of logs due to control box not working and after sending the logs back, I was told the first set was the wrong size for my fireplace and had to settle for a smaller set. The overall time of receiving the logs was disappointing due to wanting them in the holiday season and just now getting it all worked out. Very well pleased with the logs now that they are in...we will enjoy..
It's great to hear you are now enjoying your new log set. That is great news and we appreciate the chance to help.
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.
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.
Several pieces were cracked and one was broken in two pieces. It was not packed very well. It was in a box inside another too large of a box with bubble wrap around it that didn't prevent it from moving around.
Henry, we regret to hear your log set arrived damaged. We've created a support case and will follow up to arrange replacements. Thank you for your feedback on the packaging; we appreciate the opportunity to make it right.
Awful company and customer service. Sold us four propane fireplace burners and log units, and had incredible difficulty in getting them to work. It created a hazardous breathing condition from the soot, completely blackening CPAP and other filters in our home. It turned out they were natural gas sets, and they would not take them back due to "improper installation". Not sure how they can send us the wrong equipment, creating a very dangerous situation, and then say it was our fault for not installing it right. They even offered technical assistance to convert them, which is illegal and dangerous. Stay away from this company. They are a nightmare.
We regret the outcome as well. Thank you for your feedback.
First I was charged twice for the set of logs, my bank alerted me and I got that cleared up. The bag of embers they sent wouldn't have covered 2 sq. In., they still haven't shipped me more. The set of logs took over a month to ship even though they were in stock. Would not recommend this company.
Thank you for your feedback. Empire's Platinum Ember kit is small bag of media. It is more than enough when properly installed. As tiny as it may seem, when an installer properly separates it and places it within the log display, the small bits of embers glow and provide the realistic illusion of real wood embers. John, you are not the only one who has questioned this feature, but I can assure you, a little goes a long way with Empire's ember kit.
I have two Woodland log racks now. A full cord and 3/4 cord. I have been very happy with the quality of material and easy to assemble. Shipping and delivery was much more responsive than I had expected. Woodland, you have a great team. Thanks!
If woodchucks could chuck wood, they'd chuck wood into a Woodhaven from Woodland Direct. Even expert wood handlers like woodchucks know when they've found the world's best wood rack. Thank you, Lance. We appreciate you.
Bought a Modern Flames 36" with the optional 4" Trim. So easy to install. Product delivered to East coast in 5 days. Installed in an hour. Loved the videos that came in an email on how to unpack, assemble and install. Product looks great. Thank you.
Matthew, we were glad you had a great experience from start to finish. We appreciate you and hope to hear from you again.
I called to replace my log set from Monessen. I spoke with Levi and he helped me pick the best set.
Only complaint is that the connections were male to male so I had to do some etra work to make it work.
Overall Very Happy
When the Googles sends someone our way, we are always happy to hear from them. You were no exception and we appreciated the chance to help Thank you for your choosing Woodland Direct and for letting folks know how well it went.
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.
I paid for 2 day shipping on a Tuesday because it was very important to get the part by Friday. I received it the following Tuesday. Even though I emailed the company about this, I got no response and no offer to credit me for the 2 day shipping that took a week.
Thank you for letting us know where we can improve. We regret the delay on the order for your replacement part and appreciate the chance you gave us by ordering.
They were fast getting me the replacement part and helping me diagnose the problem.
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.
WoodlandDirect does a great job of providing all the information you need to select, measure and order the proper style glass door enclosure for your fireplace. If you need clarification or just want to ensure that you are ordering the right style and choosing the correct options, simply call them. They have very friendly and knowledgeable technicians who will ensure you are ordering a product that works best and installs easily. My custom glass doors arrived within 2 weeks and I had it installed within a couple of hours. It looks and operates fantastic!
Making a project like this happen took some doing on your part as well. Great job making sure measurements were correct and the installation was done right. We appreciated the chance to help.
My custom fireplace screen is high quality and exactly what I wanted. I appreciated that I received a call confirming all the specs for the screen immediately after order. It arrived a few weeks later, safely packaged and it looks fantastic! The FedEx delivery service was also very helpful and worked with weather constraints upon delivery. Overall a great experience!
You made a great choice and picked an outstanding quality screen. We're thrilled you are so happy and we appreciate the chance to help you get this done.
Servicing was very professional and efficient as representative answered all our questions and guided us to what we needed to order. Delivery occurred within one week of ordering and installation was completed easily. Very satisfied with the entire experience.
When you know what to do, the job is easy. We were glad to help and guide you with this project. Thank you for letting us know how well it went.
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.
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.
The salesman knew his products well and recommended the appropriate size and type of logs for my situation. Items were delivered to my home within a week. I recommend this company very highly.
Kathryn, you were wise to call experts. We are honored that we were the ones you chose to call. Thank you for your business and enjoy your new log set.
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- Auburn Hills, MI, United States
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Business History
Over the years Ingram has diversified Woodland Direct's catalog, expanding beyond traditional fireplaces to offer a comprehensive range of outdoor living products. From electric fireplaces, fire pits, and patio furniture, each item is curated with the same meticulous care and attention to detail instilled back in 1978.
Woodland Direct quickly garnered a reputation online as a one-stop destination where homeowners, contractors, and enthusiasts alike could find everything they needed to create their ideal outdoor oasis. Ingram's dedication to customer satisfaction, craftsmanship, and innovation became the cornerstone of Woodland Direct's success.
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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
Christopher will be happy to see that he was a great help. Thank you for working with us and giving our team the chance to figure out the issue and the best steps forward.