WoodlandDirectReviews 1,552

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.

Ordered a $650 fireplace cover with screen and bi-fold glass doors in December, 2020. Received an email the next day asking me to take pictures of my fireplace and reconfirm the size needed as the email stated "each one is custom built and they need to ensure the correct size". I complied with the requests. Fireplace cover arrived and when I attempted to install it was 4" to tall and 6" to wide. Contacted the company and after 4 direct discussions with a "Customer Service Rep" and a continuous run around they finally told me take more pictures to prove it was the wrong size. A month later they agreed that the fireplace cover was the made incorrectly. I eventually got the replacement six weeks months later and it too is the wrong size, and the screen doors fell off when I picked it up to install along with one of the glass bi-fold doors due to the connecting pin being too short. However, this time dimensionally it was just too tall so I ended grinding on my custom built rock fireplace to make it fit because I knew that Woodland Direct would not help with this as they are clearly inept at customer service.

It is of average quality with below average workmanship. Will definitely buy from any competitor but them for my other homes. Do not spend your time and money with this company as both or too valuable to waste on a company like this.

Todd Sellmer

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!

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.

Purchased a gas log set (Flint Hill by Empire) Dec 2018. No issues with order or delivery but had major trouble getting pilot to light. After endless attempts and literally holding in the button for 45 mins it lit. Had to leave pilot on all winter because of difficulty lighting. This is TX where we have 80 degrees some winter days. In Feb 2019 had to get a new pilot assembly. Didn't put it on till Nov 2019, again this is TX, no longer needed it after it arrived. New pilot assemble made it a little easier to light, only had to hold in button for 5 or 10 mins. Again left it on all winter even on warm days. Now have been trying to light since end of Nov 2020 and it will not light. Have contacted numerous people at Woodland Direct, none of which could help me but would have someone call me. And they have called a couple of times, in the middle of the morning while I'm working. I have left numerous messages asking them to call at specific times so I could talk to them to no avail. I purchased this log set from this company based on solid reviews and have been very disappointed. This set has a 5 year warranty but what good is that if they wont replace it? We had our propane company check our lines and based on misinformation, from the driver that did the checking, we paid for an entire new propane tank and line to be ran. The technician informed us there was nothing wrong with it, after we had already paid and it was finished. He is the one that checked our log set and said it was the pilot assembly last year. Now we believe it is the valve. We are in our 60's and have grown up with propane heaters and logs so are not strangers to these devices, so it is not user error. I just want to be able to burn this set for the few weeks we need it in our TX winters!

I went online and picked out a wood insert. I called the customer service to talk with one of their so called (experts). He couldn't answer simple questions! I told him I was ready to purchase when he got clarification. Never heard a word back. I reached out with emails and tried calling numerous time with no response. I took a chance and ordered the insert but waited to order chimney parts after I received the unit so I could answer the questions I had on my own. Then I ordered the remaining chimney parts. All components and parts showed up and worked great but terrible service. If you have any doubt about what you need don't buy from this place.

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.

Dishonest on delivery times by weeks. Do not respond to emails or return phone calls on existing orders. Avoid doing business with this company!

The employees who work for this company are no where near helpful. Unfortunately, I have learned:(the hard way):
That Woodland Direct sells products online & have zero respect in regards to Customer Service. Sad, but a fact... I mistakenly did not check their reviews prior to my dealings. Never again. I'm writing this to help prevent this from happening to someone else! Best of luck in finding a fireplace company that care about their customers

I was trying to get some chimney parts and after the run around from two different fireplace suppliers these guys actually came through for me. I am sorry other people had bad experiences but mine was fine. I needed some special parts and they shipped them the next day as promised and they got here undamaged and in a timely manner. They were very friendly over the phone and knowledgable for what I needed. I didn't have any issues with my order.

I ordered chimney parts from Woodland Direct. I was not able to get around to installing these parts right away as I am busy. When I did get the time to install I realized that some of the parts were not going to work and tried returning them 6 weeks after I bought them (un-opened). Their return policy would not let me return them. In this day and age to have such a poor return policy is a bad business. There are better companies out there with better policies so I do not recommend using Woodland Direct.