WoodlandDirect

We were looking for an oversize mesh spark screen for our outdoor screened porch fireplace to prevent the ash from blowing out overnight and this was the perfect solution.

Ordered natural gas logs, was sent propane logs
Sent order back via UPS on 4 June.( #12X21F*******428)
Was informed by Woodland direct that my cost would be credited but I had to pay $35 for return fee!

We saw that one of our two fabric covers for our wood storage had faded severely and contacted you for a replacement. You immediately sent us a replacement cover which looks great!

Purchase a fire pit from woodland. After using the fire pit for a couple of times a crack started to form on top of the bowl. Contacted ( called) and talked to a representative who then sent me a case # by email. After a half dozen emails and photos of the crack they ( woodland) came to conclusion that it was our problem because burner was off center which is total BS on their end. Total unprofessional and lack of caring for the customer. I would give customer service a F & a 0 for ratings.

Went fine. Delivered in time and met my needs. Would buy again

Purchased a $2,500 fire place from WD. Out of the box it has an issues making a noise while operating. Upon contacting customer service I was told I would need to buy a special grease and lubricate a part. They did not offer to send me the grease and upon follow up to request this, my messages were ignored. While my sales person was extremely helpful in the purchase process, I am extremely frustrated that this brand new FP has an issue and the expectation from WD is that the customer should be responsible to fix the issue and bare the cost to do so. I do not recommend WD.

The employees who work for this company are no where near helpful. Unfortunately, I have learned:(the hard way):
That Woodland Direct sells products online & have zero respect in regards to Customer Service. Sad, but a fact... I mistakenly did not check their reviews prior to my dealings. Never again. I'm writing this to help prevent this from happening to someone else! Best of luck in finding a fireplace company that care about their customers

I'm writing this review, in hopes that someone from service sees this and calls me back.
We have had nothing, but issues with our fireplace since day 1. Extremely unreliable product and never works when we need it. Have called several times, and after a repair ticket, they don't return calls. Always trying to blame it on the remote. It's not the remote. The trouble shooting is not working, and being talked to like we are the problem is not appreciated. Video won't upload, but if Woodland wants to see it, I'd gladly show them. Bryan F

Placed order, then it took a month for the logs to arrive. They sent propane not NG. Promised to overnight replacement items. No correspondence for several days, unanswered emails, no return calls, etc. Finally they said it will ship tomorrow but by ground. They said they don't ship overnight unless the customer pays for it. It's THEIR fault! Also since no one ever called back or responded I'm pretty sure the shipment will not be complete. So for now, I'd say avoid WD. I'll see if they can make this right, more to follow.

My customers unit was delivered damaged, dropped and repalleted on its side. Two replacement pieces were delivered from Canada on time. The touch up paint somehow is "held up" in customs, so they say, only to be delivered weeks from now. The company seems disorganized.

One of the logs arrived broken. I called
Them up and had replacements within a week or so. The log set is natural looking and produces SO much more heat than just the burner by itself.

Everything was handled quickly and parts arrived sooner than expected

First order was damaged in shipping. Sent a replacement quickly and without hassle.

Although expensive, they produced the perfect top for my custom fire pit!

I wish i had read the reviews BEFORE i ordered from this "company", its just awful in all aspects, first when we ordered the flue it stated it would be ready to ship in 5-10 business days, 2 months later the advised that they were out of stock but it will be shipped next day, after two weeks we found out it was "delivered", we checked out our cameras and nothing was delivered, after we reached out they sent us bill of landing with signature as my first name))). We requested a refund instead they sent us some kind of pipe 24 inches long. 2 weeks no response and we'll be reaching out to our bank

Nick in Customer Service as very helpful in making sure we had everything we needed for our fireplace.

Great company that helped me with sizing and selection for my Gas log insert. Shipping was fast and when it arrived a few of the logs were broken. I notified Lynden and was instructed in what I need to do. Within a week a complete new set was delivered. Just an overall great experience from a company I would highly recommend!