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
It was shipped promptly gentleman I called helped me find the right sisze and product best suited for my needs,
We received the logs within a few days of our order. The remote control was shipped separately
Hello Joel, to make sure you get what you want and need as quickly as possible, we'll source items from separate warehouses. We're glad you got it all right away and we were able to provide a 5 star experience. Thank you.
The mantel is top notch and is a perfect fit for our house and deserves a 5-star rating. However, my 3-star rating is related to the time it took to actually ship the product after it was manufactured. We aren't sure what caused the delay since we didn't receive any communications other than when the manufacturing of the mantel was completed and the actual shipment. Our speculation is the shipment delay was probably due to the holidays and possibly the company shutting down for extended time around the holidays. The time span was order date 11/29/24, manufactuing completed early Decemnber, and the actual shipment date 1/6/2025 or approximately 38 days for my order.
We promised 3-4 weeks delivery, and it looks like it took 5 weeks. We're glad you were pleased with the quality of what you got and regret the delay. Thank you for patience and thank you for letting us know where we could have improved.
Overall experience was good but when merchandise was received it was damaged by shipping company. Box was torn/ripped is several places and contents were bent out of shape
We have a team of phone staff waiting to help if something like this happens. A replacement would already be there had you called. Regrettably, it's been two weeks since it was delivered and a damage claim won't be possible. We were waiting to help, though.
I did received the order but it arrived with one piece broken. I called and explained the problem, they sent me another wood grill without cost. I did received the new one in a week and in good condition.
Very happy with service and the new wood grill
Damage is rare, but it can happen. A big reason it went so well for you is because you checked your order and contacted us immediately. You do that for us, and we'll move mountains to get you the help we promised. Thank you for the chance to help when you needed it.
This is our second purchase from Woodland direct and we love the super Sassafras. We ordered just the regular Sassafras the first time because the pictures of the Super Sassafras made it look a little awkward when the flames weren't going. Really wish we had done the super the first time though because it definitely fills the space better. Either way, loving the transition from regular gas logs. Way more efficient and also more convenient with the remote.
The Super Sassafras is one of my favorites. Not only is it a well made and reliable option, it's really fun to say Super Sassafras. Great choice and congratulations on your new gas log set.
Needed coaching and Nick was very helpful and gave great advice.
Greg, we were glad to help and grateful you took the time to reach out for guidance. Woodland Direct appreciates you.
We are very pleased with the fireplace grate that we purchased.
We are happy to hear you were pleased. Thank you for the great review.
I made one mistake, I called in my order. The person taking my order messed it up twice. I noticed the order was wrong, I called in to get it corrected but my order taker was not working and no one else could help. You ended up sending the wrong set, I had to return it before receiving what I originally ordered. I would have been better for me to order on-line and bypass your order taker's mistakes.
Thank you for the chance to get this sorted out. We own the mistakes we made here and regret the inconvenience. Thank you for your feedback.
Tom was a great help with our purchase and service after the fact.
Before and after the sale, we are always glad to help. Thank you for picking Woodland Direct.
I had a soot problem with my log set. The agent told me how I could fix it and sent me the product to do so.
Hello and thank you for the chance to help, Kirk. Great job getting the issue fixed and thanks for the chance to help.
The video on the site was helpful as a start to help me develop questions that was answered completely and quickly by my representative Levi. Would seriously recommend & use WOODLANDIRECT in the future.
Hello and thank you, Jerry. The best customers are the best informed customers. We're glad you took the time to come to Woodland Direct for answers and help.
I ordered this ember retainer from Woodland Direct and it fits perfectly on my existing grate and works as described. Very satisfied with this purchase.
Great job keeping your fire glowing and warm. We're glad you picked Woodland Direct to help.
Got an email confirming my order and say they'd send me an order number later. That email never came. The product came quickly though. And it's working great. To be fair I ordered over the holidays.
We're glad everything came and you were happy. Thank you for letting us know about the notification problem.
Great experience working with the team! A very solid product that was quickly delivered and was as advertised. Could not be happier with the product!
The whole team here thanks you for your kind review and your business.
I have called a few times, but this time was an unfortunate call due to a problem that occurred with my fireplace. The rep was very professional and helped right away. He was able to get directly with the company that supplied the part and took care of the ordering to ensure I received the correct one the first time. A+ organization. I have bought 2 fireplaces from them on 2 different home builds and will be ordering again through woodland on our next build without a doubt.
Hello and thank you, Casey. We are looking forward to hearing about your next project.
Have built in wood burning fireplace and can not get basic parts locally. Thank goodness you carry exactly what I needed. When others use the site, realize that the menu expands for the many different sizes of the same product. Thanks, fireplace good now for many additional years.
We appreciate you as well, Bob. We're glad you found us.
I really like our new gas insert, but the knob was installed incorrectly. However, we figured out how to use it as it is.
Tari, thank your choosing Woodland Direct. We have people here who know that gas appliance and can help with any questions. We'd be happy to help.
Great Customer Service very helpful in providing detailed instructions on how to measure for new doors.
Thank you, Robin. Congratulations on your new doors and great job getting it done.
Item description was clear on webpage and quality of metal firewood rack matched. Multitude of size options and powder coat finishes on firewood racks allowed me to select what worked best for me. Delivery within a week of ordering.
Great feedback like this reminds us that a happy customer is a great reward for hard work. Thank you for the chance you gave us by visiting Woodland Direct.
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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
Hello and thank you, Connie. Congratulation on a new grate for your fireplaces. Warm regards from the entire team here at Woodland Direct.