WoodlandDirectReviews 1,553

Order a fireplace. It came with wrong parts, wrong instructions, and will not even work. We have been dealing with them for 5 months with no resolution. They don't have a slight clue about the products they sell. Don't waste your hard earned money with this company

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.

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.

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.

In 2010 I built a firepit and put a inexpensive firescreen on it so that I didn't burn down the neighborhood... fast forward 12 years, new house, new "upgraded" firepit, decided to treat myself and not take it with me, bought a screen from Woodland Direct, same reason to buy it, having never moved it in approximately three months(winter set in and I didn't want to use it and it is extremely well built and heavy), the first fire in the pit, in April, the Woodland Direct Spark Arrestor, at close to $500 dollars, was practically rusted to the top of the fire pit... when I removed the Arrestor, a perfect ring of rust appeared the entire circumferance of the pit, as well as the screening... the "inexpensive" cover from Lowes, was still viable and never rusted and caused a ring around the collar...$500 vs about $75.00, your call... the customer service initially was hot to trot to replace it, all of a sudden there was nothing and no one to handle the issue.

Owner of Woodland personally intervened and bought this to a satisfactory conclusion!

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.

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.