WoodlandDirectReviews 1,552

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.

Ordered was a fireplace gas log setup. One of the logs came broken and an entire new shipment of logs was sent out at no charge to me quickly after sending WoodlandDired pictures of the packaged broken log. As if this was not enough, ~ I complained thinking that the base unit for the fire set may have been incorrect. After sending another picture of the unit (ID tag), the representative quite patiently assured me via email that the proper item was sent and by my rearranging the parts I would understand the set up. Bottom line, they were correct again! Thank you for the service and just as important would be the savings by ordering through this online sales center.

Ordered on Dec 18 for my daughters Christmas present. Finally shipped 2/7. Still not received. Ridiculous. Should get a full refund.

Service was prompt along with a follow up call on if there was anything more they could assist. I needed the fireplace fast and it agipped in 1 day.

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.

Super nice people…utter incompetence. Really quite breathtaking how each & every step of my fireplace was mishandled.

On 20 October 2023 I ordered the 36 inch flame craft tondo fire pit with electronic ignition burner (order #*******). I did not desire this item but the other firepits were not in stock and had an 8 week wait. I was told this item was in stock and would ship the following week. This was not true. The following week ONLY the base shipped. This left me without the lava rocks, the top half, the burner, and the glass wind guards. I called to inquire and was told the order could be tracked on the web site which indicated the other components were shipping later; contrary to what I was told. After waiting three weeks I finally received the base and what I believed was everything needed to assemble this fire pit. I was wrong!
Woodland Direct still had not shipped the most expensive and vital part, the burner! I called to inquire about the burner as it was not listed in any of the shipments under their ship tracking option on their web site. I was transferred by sales to customer support and the lady I spoke with told me, "the burners are manufactured and shipped by a third party vendor that we have no control over". She did not identify the third party vendor and could not give me any idea of when the burner would ship. To date, almost 4 weeks later, I still do not have all the components of the firepit.
I do not trust woodland direct! If you order from them make sure ALL the components will ship at the same time and you will receive only one ship tracking number. Otherwise, they will take your payment and "nickel-dime" you on the shipment and give you the "run around". I won't use them again.

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!

I ordered online and was upcharged for a fireplace as I got into the purchasing process. I ended up spending $1000 more than when I started the ordering process. I placed the order and then got a call from a rep that went straight to voicemail telling me that I needed to purchase additional piping that was "proprietary to the machine." I needed to call him back. By this time, I was done. I wanted to cancel the order, but he never answered the phone or returned my email. I called the 800 phone number that same day I received the phone call and placed the online order, and I cancelled the order. The next business day, I received an email saying my fireplace shipped. I tried emailing and calling again--no answer. So now I'm 3k into a fireplace I can't install, with no one to help me. I am so frustrated and feel like I've been taken for a ride.

They love taking your money, after that, forget about it! In November 2022 I purchased a log and burner set with remote starter from Woodland Direct on-line for over $1,800.00. In April 2023 (6 months later) the remote starter unit stopped working. I called them, left a voicemail message, they returned my call the same day or maybe it was the next morning, but they returned my call. I found the person from Woodland Direct to be rude, he wouldn't listen to me and let me talk but instead insisted on talking over me. Eventually...I think... I was able to explain that as the instructions tell you to do when it originally arrives, I put new batteries in both the remote and the starter and I attempted to pair the remote with the starter unit as I originally did yet it still wouldn't work. Understandably, he insisted on walking me through the procedure a few times. Its extremely simple and I did it when I first set the system up so if it was going to work it should have the first time however I was willing. No matter how many times he insisted on walking me through it though it was not working. Well, then he wanted me to film myself going through the process and asked that I e-mail the video to him. That's when I decided I had already spent enough time, effort and frustration on what I knew was a defective item. I explained that even though the whole unit was more than $1,800.00, the part in question could be bought on Amazon for only $99 and was likely considerably less than that to Woodland (maybe $30). I asked him to simply send me another remote and starter. Again, considering the time and effort and having to endure the experience of talking with this condescending joker on the phone, I refused to invest myself any further and simply gave them the choice of sending me a new remote starter or lose me as a customer. Well here I am so clearly I wasn't that important. I mean, they have my money and I wont need another set of expensive logs for many, many years...right! I wont go into all the smart remarks and quips I was to receive but in the end, he said he would talk to a manager and call me back...he did not! Instead I got e-mails with no proposed solution but instead defending his no-service position in light of him enduring me being unreasonable. Since I'd rather deal with Amazon and pay the $99, I'm certain Ill feel the same way when I purchase in the future.

Buyer beware. These guys are thief's! I ordered fire pit mid November of 2022 with 2-3 week quote on delivery time.
Fire pit did not show up so I cancelled. They asked me to not dispute credit card and they would credit my card and have been playing games ever since.
We even conference called our bank with their customer service rep and our bank verified that Woodland has our money, but Woodland denies it. THEY STOLE FROM ME!

We purchased to Peterson Real Fyre Split Oak Designer Plus Vented Gas Log Set in size 30 from Woodland Direct. We were drawn to the natural look of the wood/split wood pieces but...

This is a warning for anyone looking at this particular set - what you will receive is VERY different from what the photo on their website shows. In person, the "split" part of the logs in this kit are a dark chocolate brown. It resembles the look of Nutella/Other Hazelnut Spread and is poorly painted on.

The Marketing image on the site shows a very light brown - almost true to what real wood would look like if it was split.

I am a little torn on this review because we did have a good experience with the actual order. Delivery was also very fast. I think we received the order in less than 1 week. The Sales person we spoke with was also very knowledgeable and friendly. This is why I gave 3 stars.

It was our fault for not inspecting the items before we let our tech install them. We weren't home and came back to the items installed. Because the items have already been installed and tested, I don't think we can return them either. Plus, I would imagine that shipping these items back would be very expensive as they came in 2 boxes and they were extremely heavy.

I did submit a support case to Woodland Direct. It's been 6 days now and no response yet but we will see where it takes us.

I would suggest that these Marketing images get pulled from their website and reshot. These images are probably shot and distributed by the manufacturer so I am not sure if Woodland can take fault in poorly representing the products but they should stand behind their products or quality check their listings.

Woodland states that "Our goal is to provide you with products that go above and beyond your expectations."

The items we received definitely didn't meet our expectations in terms of aesthetic. We may be stuck with Chocolate looking dipped logs forever...

Below is images of what the logs look like in person and I included the image from their website for comparison.

Bought an Empire Flint Hill Ventless 24-inch gas log with millivolt and an Empire on/off remote operated by a SkyTech 1001 battery-operated receiver from Woodland Direct. The remote receiver unit was not connected so it requires the homeowner or the installer to do it yourself and attach two wires to the gas valve terminals TH and TPTH under the gas log. (Absolutely should have been attached at the factory because there is not enough clearance to gain access to the terminals, so the installer had to disassemble the front skirt to get at the terminals.) Once the gas log was piped in place, and lighted successfully, the installer noticed immediately the rocker switch on the front panel marked "Remote/Off/On" does not work as marked. Woodland Direct technician Nick Janco told us by phone the rocker switch must be wired incorrectly. No offer to remedy the situation. So to operate this gas log by the remote, the rocker switch must be left in the OFF position, not the REMOTE position. Talk about a screwed up company not concerned about the issue! I mean we are talking about a natural gas-fired log and the company expecting me to safely operate it with a control switch set improperly according to the instruction manual. Additionally, one of the logs came out of the box minus the end. (Photo) I have not decided yet if I'm going to have the gas log removed to send back. But I have decided I'd never buy anything from these guys again!

I called to ask if the stove I wanted was in stock. They said yes and the salesman was very pushy. Wanted me to order over the phone. He convinced me. I revived a few parts of the stove in good time. I heard nothing for 30 days. I called them and they said they were out of stock on that stove, And never apologize. I hope they go out of business.I still don't have the stove over 50 days latter.

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.

I ordered a fireplace that I was unable to use due to local regulations. Woodland customer service allowed me to return the entire order with no penalty. I paid return shipping which was fair and reasonable. They didn't have to help but they did. Good company and good CR.

I would have given 0 stars if that was an option. We purchased the Tacoma fire pit table on September 10,2022. Our credit card was charged right away. We chose copper vein for our base color. We contacted Woodland Direct before ordering to see if they could provide a picture of a base with the copper vein but they were unable to provide. We went ahead and ordered it off the picture Woodland Direct shows on their website. After several emails and calls we received our fire pit table about two months later. It was packed nicely and arrived safely. When un packing it we noticed right away the base was black and not copper vein at it shows on their website. If you take a picture and blow it up you can see some copper veins but to just look at it, it is black. I received an email asking for us to review the fire pit table but wanted to talk with Woodland Direct about the color before I wrote our review. A few days later I received an email asking for photos of the table and I responded promptly. Another few days passed and received another email asking for more photos as the "manufacturer " said they were blurry so I sent more photos. I received an email a couple days later saying that the manufacturer said this was the color of copper vein so basically just deal with it. I responded to this email stating how unhappy I was with this 3k+ purchase and needed to know what my options were. Last Friday I received a call from Gabby or Debbie wanting to see what she could do to make this right. I explained the issues I had and that the base color was nothing like their website showed and cover was the wrong size. She seemed like she understood and told me that she wanted to make it right and would call me later Friday afternoon or Saturday for sure. Nothing! I called Monday morning and left a message and today I received an email saying it'll cost me 433.00 to return the table and there is nothing they can do about the color I ordered. It's black and if I wanted black I would have picked black as that was a color option. They also said that when repainting a dark color nothing over the top of it will look right. I went to put the cover on that I purchased at the say time as the table for 300.00+ and the cover is not the correct size. So to sum it up, I received a fire pit table that looks nothing like the color on their website, they want to charge me 433.00 to return this table, have a cover that doesn't fit the table, and there's not a darn thing I can do about it. Buyer beware! With my experience with this company I truly believe customer satisfaction is not a priority.

We bought the above firepit during Covid of 2020. We paid 3x as much for it as we would a firepit now because there was a shortage. I was disappointed when we took it out of the box because it looked old and rusted. It was too late to send it back because we bought it for our beach house and didn't open the box til we arrived there over 30 days later. The flyer it came with said it would burn to a natural rust color patina over time but it just looks old and rusted like it did when we took it out of the box. I was hoping some of the rust would burn off and just turn to a rust color but it didn't. I would not recommend this product. It is more expensive than others and doesn't look good. Since we rent our beach house I'm going to have to buy another one so it was just a big waste of money.