Woodland Direct

Donavon Rigel at Woodland Direct was absolutely great. He was TRULY an amazing communicator and was very thorough in explaining all and was very prompt to respond. I am a seasoned Reno enthusiast but have not yet dabbled in fireplaces.... I could not have asked for a better experience. Ask for him when you call in - he will guide you through and hold your hand through the navigating process.

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. No faith this will ever reach resolution. Save yourself the headache.

I spent more than $900 on a gas fireplace set with this company. After three service calls my installer realized it had a defective valve. Did Woodland Direct care? Hell no. All they wanted was the damned serial number. No word on when they're going to ship a replacement part. And my contractor finishes the job tomorrow. Avoid this company unless you love hassles.

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....

Woodland direct had exactly the type of outdoor fireplaces I was looking for - high quality and low prices! I had so many options I had trouble narrowing it down but I ended up going with one of the gass outdoor firepits and could not be happier! They gave me free shipping too.

Placed order, then it took a month for the logs to arrive. They sent propane not NG. Promised to overnight replacement items. No correspondence for several days, unanswered emails, no return calls, etc. Finally they said it will ship tomorrow but by ground. They said they don't ship overnight unless the customer pays for it. It's THEIR fault! Also since no one ever called back or responded I'm pretty sure the shipment will not be complete. So for now, I'd say avoid WD. I'll see if they can make this right, more to follow.

I finally got the fireplace door I wanted. This may have taken 1 year and a couple of complaints on this website to get response from them. Their customer service has changed from my initial contacts with them. Instead of them saying they could do nothing about the first custom made door they built for me to having a new one built (to my specs) and delivered.

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.

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.

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

Ordered an item 11 days ago and still do not have a tracking number. Every time I call I am told that it will be shipping any day now. I ordered a log hoop so it was noting special. I even called before ordering and was assured it was in stock and would ship in 2-3 business days. I am beginning to think they are a rip off. and I am now out $100. *Update: Finally received my order after 2 weeks of waiting.

I just spent more them $4.000 dollars with this company and after i received all the parts, which came on different shipments, one pipe was bent on several places. I took pictures from the moment i was opening showing the damages. I has been 40 days from the delivery.
They did not want to refund me for the money neither send a new pipe. They also ordered more material them i needed. Since they were the professionals i took their advise. Too bad for me because now on top of having a totally bent product that i could not install i have left over material they made me ordered with no use.
I will never deal with this company again. I should've seems the other reviews before buying from them
totally irresponsible company!

Purchased a Napoleon Gas Insert from Woodland Direct in August 2014. The unit arrived and I opened the three weeks later to prepare to install the unit.

Upon opening the box, we noticed pipe dope at the end of the line extending from the unit. It was apparent that this was a 'used' unit.

I called Woodland Direct and they immediately accepted responsibility for shipping me a 'used' unit. I am still waiting for the 'new' unit to be shipped and the 'used' unit to be picked up.

If it weren't for my friend's experience - I could have taken the used unit as new and never been the wiser.

This is the best part - taking time off from work for the deliver, re-shipping, and re-delivery adds up.

They have some fundamental issues with their operation to make a mistake like this.

UPDATE

Its been two week since I called to raise the issue and the re-order has just been placed. Poor post-sale service continues.

I placed my order on December 21 and have only been notified that my order was received and in process, The amount of the order was immediately deducted on my credit card.

received items; very poor quality; one piece not threaded; marks on all items; called to return; long hold times; kept being passed around; one week later no refund in my checking account; keep calling they say refund approved; cheap merchandise from China; don't waste your money

Not a good experience, bought a patio heater because we wanted a Made in the US product. Heater arrived, top cover was banged up, we called and were told that we would have to file a claim with the shipping company, woodland is not responsible for the contents upon arrival. Within 30 days, heater stopped working, waiting now for part to be shipped. This heater was about $499, disappointed in product and service. Remember you can only return an item that is unused, so if it breaks within 30 days it is on you. Glad we only purchased 1 to try, we need four. Will not purchase anything else from woodland.

I spent lots of time researching the components to make a fire pit table and decided to buy what I thought was the best. The customer service people were nice over the phone so I choose Woodland Direct. From that point forward it was a dissapointment. First I asked for all the parts I would need to get the gas from the propane tank to the burner for 2 burners. I build an original two tier two burner table. It came with one gas line that allowed me to move gas from the burner to the key valve but not to the tank. The second burner had zero gas lines. So in the midst of this pandemic I hesitantly went to ACE hardware to buy the gas lines but I also had to buy 2-3 other adapters for each burner to make everything fit. That was dissapointing considering I must have asked 5 different people what I needed to order. Then it turns out the $500 Bobe burner that was supposed to produce 50% more flame than the $250 burner actually produced 20% less. So why did I spend so much if it produced a smaller flame? All in it cost $899 for their products and $3,250 for the entire table. On top of that the cheaper burner was still expensive compared to others. I am a stickler for detail but both pans that hold the burners were not flat. They didn't rest flat on the granite. I can squeeze a quarter under 3 or 4 spots on the pan and that bothers me. I am no expert with fire gas lines but my brothers who live 1,000 miles away and have installed gas lines at their businesses said it was easy to install. When I asked for instructions from Woodland Direct I kept getting conflicting information. In the end it all looked great except the Bobe pan had a flame that came out of the sides of the pan and undere my tabletop where I store the propane tanks. This appeared dangerous so when I called them they had me send a bunch of pictures over and in the end they didn't know exactly what was going on. All along I was going to hire a professional to inspect my work. I didn't build this on my own because I wanted to save money. I built it because that is what men do. I love building things and have gutted and rebuilt 4 kitchens over the last 15 years all by myself. I hired the best gas line/fire pit builder in the city who had built a 90 foot fire pit at my very expensive golf club. He was brilliant. He told me that the pan which had 80 or so holes in the side was designed for natural gas and not heavier propane gas. He sealed up 95% of the holes with metal tape and told me to buy a new pan when I had time. It worked great after that. He also mentioned how much of a waste of money a BOBE burner was. This inspector was not cheap either. I then called Woodland Direct and a month later they still don't have a clue. They just kept saying that pan needed venting but the rational didn't make sense to me and it was the opposite of what the "expert" told me in person. So I hired another fire pit builder who said the exact same thing. So who do i trust? The two experts who came to my house and have built hundreds of firepits over the years or some guy who answers the phone? When your dealing with something that could blow up....maybe you should know more about the product you sell. Granted they told me to pay a professional to build it but the reality is I wanted to build it and my attention to detail on this double tier fire table that I wrapped the upper level and lower level with beautiful stacked stone was childsplay. Adding the gas lines appeared easy......but in the end I think I did the right thing by hiring not one but two experts who told me it was perfect...with the exception of the pan. So I recently bought a new pan....from another company. In closing the people on the phone were very nice but being nice isn't what I needed.

Very satisfied, delivery was received in just two days.

I bought the emberaire fireplace heater and it doesn't really function for screen equipped fireplaces (glass works fine). They provided a full refund and assisted in purchasing an alternative. One last thing, your website is very professional. Thanks John...

I ordered the Catalina Fire Pit 60" (https://www.woodlanddirect.com/Catalina-Fire-Pit-60) because the website stated "Ships Within: 2 to 3 Weeks." It's now seven weeks since I placed my order and I do not have a delivery date. Very disappointed with how long the process takes and lack of communication from Woodland Direct.