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
Ordered two heaters and the filament in one of them was damaged in shipment. We left the box untouched until the electrician could install them, and despite waiting as long as we could to order them so we stayed in the 30-day window, a winter storm delayed our installation just enough that the damage wasn't noticed until around 35 days after shipping.
Woodland refused to replace the bulb despite us explaining the situation, which was out of our control. They wouldn't even discuss it. When I finally got someone on the phone, he flippantly said he wouldn't even expedite the shipping of the replacement because "then they'd just break it again."
So they delayed our project and charged me an extra $270 for their mistake and carelessness.
According to our contractor, their bulbs break all the time in transit, so I don't know...maybe figure out a better way to pack your items, Woodland?
Product received as described, will look forward to doing business in the future.
We look forward to hearing from you again. We appreciate you and we're glad we gave you a reason to come back.
Great. Easy. Highly recommend. Very knowledgeable staff.
David, we appreciate your kind words. Thank you for choosing Woodland Direct.
Seth was super helpful and knowledgeable. He guided me through the process, and brought up things about fireplace components that I would not have thought of. I appreciate his guidance and expertise.
When thoughtful customer like call out our colleagues by name, we bring it up in a big meeting. There is a whole team here smiling about your words and the treatment Seth gave you.
Had no problems. Delivery went great, ordering online was problem free.
Great job, making it happen, Nancy. Thank you for inviting us to be a part of your success story.
Had a stitching issue with a fireplace rug, and customer service was very responsive. Replaced rug immediately.
Kiki, it was our pleasure to help. Thank you for choosing us and giving us a chance to make things right.
Unlike my contractor, Woodland was very responsive and flexible with my sometimes-difficult contractor. Great purchase and great service! Thanks!
Helping was a pleasure. We are glad to hear we were a bright spot in your project.
The self feeding grate is sturdy and well designed.
The shipping box, though, is inadequate. There was no corner padding on the grate so it slid around inside the box and tore holes through the cardboard, causing some minor scuffing of the grating finish. It would not be hard for the packers to take an extra step to ensure these grates don't rip holes in the box, as others have also complained.
This is good feedback and you are right. You paid for quality and despite the fact that it will spend it's service life in a fire covered in ash and embers, it should show up looking great. The people who can fix this will see this, I promise.
I found the website informative and useful. It fit my needs.
We were happy to have you visit. Thank you for your business.
Upon installing my new unit fired up nicely, except it house was subjected to foul smell. I haven't figured that out. I'm not very happy.
Gary, every new gas appliance smells a little bit at first. While manufactured, lubricants from the manufacturing process as well as dust and contaminants from the assembly plant can be on parts of the firebox and burners. The initial odor is temporary and will subside after one or two lengthy burns.
I purchased an electric fire place, which began to have problems with the flame. After attempting to switch out a couple of components that didn't fix the problem, the manufacturer replaced the item. Overall, the customer service rep from Woodland did their best to assist and eventually got the item replaced.
Warm regards and many thanks for giving us the chance to make this right. We appreciate you.
I ordered the logs. Have arrived on time. Beautiful set of logs. No problem installing the logs.
Hello and many thanks, Rickie. We were glad to serve.
Good product. Woodland direct didn't seem to have any handle on their lead time, which made it difficult for us to arrange delivery.
Hello, Roderick. You are right, we can get better, and we have plans to make things like this easier for customers like you.
Fantastic...loving it...super the fire place looks great
Rob, those are a lot of great adjectives to find when someone is talking about your company. We think you are fantastic as well and appreciate hearing from you.
Prior to finalizing the order, the Woodland Direct representative was very helpful addressing all questions related to the build of a custom chimney shroud.
Hello John. Congratulations on your custom shroud and thank you for calling on Woodland Direct to help you get it done.
Fed Ex lost my first order and Woodland direct made it right. Great help. Would not hesitate to purchase from them again.
Thank you for calling us and giving Woodland Direct the chance to help. We'd love to hear from you again and we're glad we gave you a reason to do so.
The website was easy to use. Purchased the log set and everything came within a week. All parts fit and everything went together well. Really happy with the final product.
Jeff, great job getting it done and thank you for calling us for the help you needed.
The rep. Was personable, well informed... So much better than button pushing into a void...
We've been to the 'void' you are describing. It's why we've decided to have real people available to help when customers call.
We received our fireplace quickly and had someone locally install it. So far everything is working great and we are enjoying our new fire place gas logs.
We love to hear you are enjoying your new fireplace. Thank you for this feedback.
Great rug. Working well. Looks nice in my basement. Would buy again.
We're glad you love your new hearth rug. Great job finding a product that is safe for use with hearth appliances and doing it in such a stylish way.
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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
We regret that this happened and are disappointed as well. Damage is the exception but it does happen. Read the reviews here and you'll see that customers who contact us immediately are never denied. When that happens, we can help. 35 days after taking ownership is too late for us to file a damage claim. Thank you for posting this.