WoodlandDirectReviews 1,202

This company is garbage. I spent 3k on a fireplace and it was damaged in shipping. Been waiting MONTHS for replacement pieces but they can't get them and customer service is absolutely rude.

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

Bought a Montigo 48" fireplace with remote and power exhaust fan.
The instructions were not specific to that combination, as a result it has never worked properly.
After a month of dealing with their "tech" department, they said they couldn't help?
So I'm out 7 grand?

We bought a new unit, installed in late January 2022 troubles from the start, bad fan last heard from them on February 18th, finally after I send another email asking the status of the claim I get a response, still no parts if I want to cancel my claim they will refund me, refund me for a warranty claim, I just want the product to work like it was promised to from the start.

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 fireplace, which had a sticker stating that it had been converted to propane gas, was installed. The fireplace generated soot that damaged carpet, surrounding finishes, and the exterior wall surface. Additionally, the back wall of the fireplace box is permanently damaged. Our propane provider suspected that the unit was not converted to propane and Woodland sent us replacement conversion parts. The fireplace works fine now, but the damage is done and we received no reply.

Gig thanks to RORY (HE WENT OUT OF HIS WAY TO HELP ME GET THE RIGHT SIZE GRATE FOR MY FIREPLACE. Will definitely recommend. Five star service

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.

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.

Don't order from this company. Your "account" with them requires you to search for any orders made…there is no record of them when you log into your account. It's like they created a website from 1980. They "sell" many products but don't seem to care if you're happy or even if you get them. "Don't blame us, blame covid" is their cover story, but they don't bother to follow up with you; no follow up, no emails saying we're sorry, no updates on order status or possible delivery time, nothing. More than a month since my order and nothing. I won't order from them again.

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 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

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

I would not recommend this company. I was going to cancel my order because it was taking to long to ship. When customer support emails me and says they provided wrong shipping date. And it's forecasted to ship this week. So I agreed to proceed with order 7 days later order has not shipped. I waited over a month for my order and it's still not shipped. Don't waist your time with this company.

I spent $400+ on a dual chimney cap and they botched the thing so they drilled it out and did a makeshift solution. This was one of their standard sizes and not custom. I called them as soon as I received the shipment. WoodlandDirect would not stand by their product. Instead they stuck up for the vendor and their shoddy work. I don't recommend them. The sales guy sounded great, but he said problems are out of his hands. Problems are handled by a different department. Beware of smiling faces…

Ordered two fireplaces and had to exchange many months later. The customer service reps were extremely helpful walking me through the return and picking out the new ones. Answered a bunch of questions from my contractor and the lead times were much quicker than expected.