"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. "

" 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. 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 ordered a firepit last fall and it was delivered but we didn't put it together until this May because we have snow in our area. A supporting leg had a defect that wouldn't allow it to be used (placement of screw holes were wrong on one end). This was a Realflame firepit. I contacted Woodland Direct via email with a photo and asked if a replacement part could be sent, and within a day was informed that a replacement part would be sent to be right away. It was sent all at no charge to me. It arrived and all is well within less than a week from discovery of the problem to it being assembled and ready to use. "

"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."

"I ordered a 60inch fire pit first week of September and they said I would receive it in 5 to 7 days. It's September 29th and no firepit. I called the frieght company and nobody was even able to pick up my calls..I called them 4 days back to back. I can't even pick it up from them.. I ordered this pit for a wedding and now there's no pit for wedding. Thank you woodland and xpo for wedding gift. You guys are honestly the worst company I have dealt... actually Ashley furniture is a close second "

"order never received struggle to get refund, competitors are a better bet
"

"We ordered an outdoor grill and fridge combo with stone and a slate top. It was not cheap and was the worst quality item I have ever purchased. Within a few weeks the stone started falling off the sides. Then the slate started cracking up top. Now the fridge completely turned colors and has a cloudy film over it. We spent $4k on this and it is now in the trash 4 years later. DO NOT PURCHASE."

"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."

"They sent me a fire pit. I put it all together and it only works if I hold in the knob. As soon as I let go the gas stops going to it. So i immediately called for "expert" help. I got the runaround for a week. It even went to a persons voicemail one time when they said let me get you right over to an "expert". Turns out they don't make what they sell, in fact this item was from a company called "Outdoor great room", which you can't deal with directly. So now I am waiting for a new knob of some sort. I definitely wish I had chosen a different company before making a purchase with Woodland Direct. "

"Purchased as a Christmas gift for my wife. Unit does nit work and company will not return calls or entertain replacing unit."

"Great customer service, fast responses and talk to real person. They make things right, help you out with order and any question along the whole process. I would definitely go back to them. "

"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. "

"They would not refund the money to the credit card that was used for the purchase of parts that were returned to them for credit. Instead they said they would send a check. Every time I have spoken to them for two months, they say the check is in the mail. There has never been a check. If I were in their area, I would sue them for 175.76 that they owe me in small claims court. Parts were returned in January 2020. I put a phony invoice in because my dealings with them have been so bad that I do not have the original invoice. When I spent $2000 with them on 10/28/2019, this is totally disgusting and dishonest."

"I ordered a ventless fireplace. I live in area where it was cold. No-one from Woodland told me ventless are dangerous in a cold area. We got it to our place and the heating installers refused to install because they are dangerous in our area. I called to have them sent back. I was told I would get a good deal on shipping. They charged me $598.25 for shipping and then took back a discount they claim I was given for $200.00. a They told me this was a deal since I was going to buy from them again. I had no idea they were going to take $700 out of my order. RIPOFFS!. I would not buy from them ever again. "

"They sell the Drolet Austral for $2,100. Everyone else has it for $1,100 to $1,200. That quite a difference. When I called them to ask about this, their "world class expert" (their term) said the other stores "must be buying the stove by the truckload". Yeah, I guess so."