WoodlandDirect

I ordered a 5000. 00 fireplace and it did not arrive as I was told by Salesman Paul so I had it returned.
I have asked for a refund and I have not received one and am ignored by the company with all sorts of excuses. I have had to phone my credit card company and speak to the fraud department. Its been over a month and I still have not received my refund, have no fireplace and no email nor call returned from this place. Let me save you a headache. The Wild Urbans Bakery--Owner Elisabeth Kirchner

Awesome Experience, the selection and product design was excellent.
Great value

Order was placed in September. Customer service is rude. Company mistakenly returned the firepit and then told me I couldn't get a refund, forcefully insisting they send a new one. Then they keep saying its on ITS way, and this has been since October. I have been very very patient, but the rudeness, the back and forth, and the fact I paid for something I haven't received yet is necessary to send this review for others to not have to go through what I am. Its in my opinion they may be impacted by the pandemic (I was understanding of this too)... but to demand and charge me for a fee to take my business elsewhere if I choose, because they cant deliver their products on time or in a timely manner is wrong. To top it off, come to find out they only deliver curbside... fire pits don't sit on curbs for use, and the one I ordered is close to 300lbs. There are other companies out there.

I ordered a 42 in Montigo Fireplace on 8/31, the incorrect venting was sent. Took a month to get rectified with correct venting. Once installation was done, the fireplace would not maintain a flame. Customer service in rectifying this has been a very subpar performance to say the least. No one has the correct information from phone call to phone call, When asking for a specific person- the calls are redirected to avoid them having to answer my call as their are "not on the phones" replacement pieces were sent, and installed. I still do not have a working fireplace. I have paid nearly $8,000 and almost 5 months later i still do not have a functioning item. I would discourage anyone from using Woodland Direct in the future as i have not even received a return call for 14 days since my last call. I do not know what it will take to get this resolved and they do not appear to have any interest in resolving either.

Ordered product, told me not need to sign for delivery, then had logistic issues and product hadn't left for week, canceled order, told me it was canceled and would receive credit. Didn't receive credit on card in over a week after I confirmed by telephone order was canceled and being issued. Called again and said just processed credit and email was sent on phone. Told me my bank was holding it up Asked to speak with supervisor. Nope asked to speak with owner Andrew Ingram. Nope. These are not the type of companies you want to do business with. If you can't reach someone to help you with any problems you may have good luck.

Very pleased with the professionalism and price. Offered tech support to make sure we would have no installation issues.

Professional phone agent knew what I wanted and the grill arrived in a timely fashion as promised. I also received follow-up calls from the same agent.

Couldn't get the remote to work. Manufacture said it was a model not made anymore. Was sent a new model and still couldn't get it to work. Reached out to woodland several times with no response. Very disappointed with their lack of help.

Needed to fit a new outdoor grill into and existing cutout. Tech was very helpful

I liked your response and quick turn around on my order after you shipped my order without the " 's" on my sign. Thanks again.

This is the first review I have ever gone out of my way to write about a company. It has been incredibly painful experience and felt the need to share. We ordered from them back in august. Provided the measurements and were assured it would fit our system. Paid someone 300 dollars to come out and install. It did not in fact fit. Sent emails, called left messages, no responses. If they did respond action was never taken. We were assured we'd get the new item in time for the holidays. Finally got a hold of them when it was coming up. Order never got submitted even though we were assured by multiple people. Finally received 6 months later our second fire ball set. They ordered the wrong color. We had to return again another very painful experience. Then third times a charm- again after weeks of us following up finally re ordered the right system. Just had someone come out (another 300) for them to tell us the item was faulty. 9 months later- no resolution, no action, no apologies, and 600 dollars poorer than we started from originally (again no offer for discount based on monies spent to their mistakes). I work in customer service and very understanding of our current environment. My husband and I have had to take turns following up and sitting on hold because it has taken up SO MANY HOURS out of our life to try to get this resolved. There is still no resolution- we have been told now after calling again to submit an email request. DO NOT WORK WITH THIS COMPANY! This is a first I have shed tears of frustration dealing with a company.

I ordered a harth pad from them. They waited a week after I ordered to tell me it would take 3 months to arrive. After waiting 3 months and it never showed up I tried to call them only to find they only take email service request! After a week of waiting on emails back they finally told item is out of stock, and it was out of stock the day I ordered it! I showed them a screen shot of their showing item in stock ready to ship... they said it just wasn't updated yet. 3 months and they don't update Web site? Wtf? Anyways another week of emails finally got refund but it was short $28 no explanation of why. Basically this place charged me $28 to hold my $ for 3 months! And held my project to! BTW I ended up making pad myself with supplies from home depot. My pad was nicer than what woodland offered and only cost half of what they were going to charge. I also built mine in less than a day...

Excellent customer service,superb quality of a safe fireplace protective rug and most expedient
Delivery by UPS.

Tension free good customer service no hassle good followup

It was easy to put together customer liked it but I would wish that it was a little bit thicker but it was okay it did the job