WoodlandDirect

The fireplace and accessories came on 2 separate pallets. The fireplace and accessories were very poorly packaged. Fragile components were wrapped with 2 layers of industrial Saran Wrap with no impact absorbing material (cardboard or styrofoam) at all. No wonder the sales rep warned me that the firebrick panels frequently arrive broken. Glass fireplace doors were in the middle of 4 pieces of duct held by a wrap of said Saran Wrap. All 8 pieces of duct work (both inner and outer) arrived significantly dented. Don't understand why they weren't in boxes... for the amount of money I paid I expected a whole lot better. This packaging was just sad and reflects not only poor employee work practices but also poor management for allowing it to occur and likely other non conformance as, in my opinion, if product shopping isn't important, what else isn't? Would not recommend this company.

The sales rep included the direct vent high performance chimney cap for our Montigo 38 fireplace. The cap is 12" tall and looks horrendous, like the air filter on a carburetor. Customer service wouldn't provide any credit for us to replace with the low profile version, which was never presented as an option when we ordered. Also spent a full week researching chimney shrouds and found out in the end none would work because the base for the chimney cap needed to be at least 26" x 26" wide. Sales reps only want to take your order and offer very little assistance when something doesn't work or look as intended.

Ordered a fireplace from Woodland Direct early last year. It was delivered upside down, scratched all over, and the screen was ripped. After cleaning/fixing it up we couldn't get it started and a fireplace repairman determined the valve was defective. I called support to order a replacement valve and a new screen. I've called multiple times over the course of several months and still have no updates on the follow-up orders despite promises of tracking numbers. I'm often put on callback lists and never get a call back. I wouldn't recommend Woodland Direct to anybody, get your fireplaces from somewhere else.

The service reps are always helpful and know what questions to ask in order to get the right product. It always ships on time and arrives in perfect condition.

I was very disappointed in the electric fire place I brought. The heating source is not good at all it's really only for show if I would have new this I would never had brought this I'm thinking about returning it due to the poor qualit!

My order came in damaged and the quickly sent a new one. I'll definitely order from them again

We were told that the flume needed 17" of clearance through the roof and it ended up being 19". This mistake forced us to rebuild the fireplace back wall which was very costly.

Great customer service. They Always call me back. I needed help with gas logs causing black smudges on the logs & hearth.

The instructions to assemble the rack were easy to follow and the rack is very sturdy.

I cannot even believe this company is still in business. I ordered a 60 inch unit, they charged my credit card twice but only sent one unit. They sent a carrier to pick up the unit they have never sent and still have not returned my money. This has been going on for months. When you talk to them on the phone, they are very nice, but basically never do whet they say they are going to do. Thievery! I am giving them one star because I cannot give them less.

Everything was good with the order. We haven't installed yet

Always excellent service. Very knowledgeable sales and support.

All came as expected good client notifications along the way

Great experience. Easy order and fast delivery. Product arrived in perfect condition. Would buy from again.

I had difficulty placing my order online, customer service was able to resolve it with one phone call. The item arrived on time.