"In fact, I feel hoodwinked. We paid almost $800 to give this to each other for Christmas. I ordered a custom screen with doors. The size was fine, but the quality is terrible. It falls over when you open the doors, which negates the whole idea of doors. Customer service does not return phone calls so there is no way to get help or satisfaction of any kind. They inexplicably sent parts that were meant for a glass door. The wire mesh of the screen is unattractive. I would not buy anything from this company. "
"ordered $300 worth of pipe I needed. waited 1.5 weeks for information. nothing. finally contacted them and it would be another 2-3 weeks before it shipped. items were not on back order or being produced as I was told but I was completely unsatisfied with that. asked to cancel the order and was told they could. Stilllllll waiting 3 days now to hear from them on cancelling the order.... now I got my money **** with them... the website is clunky as I've read in another review. doesn't tell you if stuff is in stock or has to be produced. doesn't tell you if the pipe fits with other maker's pipes. hard to guide through.... I will never deal with them again...."
"I was amazed at how hard it was to locate a place to buy new gas logs. Once I spoke with Paul Vultaggio, I knew I was working with the right person. Paul expertly lead me through processing my log purchase decision, being patient with my myriad questions. I just finalized my order and am grateful to have found an authorized Real Fyre reseller that I can trust!!! Can't wait to get my new gas logs installed!!"
"Honorable post-sale customer service. Clunky website. "
"The coustmer service is amazing. We ordered our Empire Boulevard ventless gas fireplace and received it as quickly as requested. Are having it installed this week and are anxious to see that it looks as amazing in our home as it did online! Thank you for a great experience so far!"
"Very bad customer service ordered a chimney damper and it didn't fit so I wanted to return it The product itself is not damaged and is completely resellable other than minor cosmetic scratches From sitting on the flue. And this is what I got it response.
We will be able to accept your return as credit toward a replacement order to get you the item you need. If you will not be reordering, unfortunately we will not be able to take the item back as it is not sellable.
They dont carry the correct size"
"The item was on backorder but they didn't say that on their website. Took a month to get my damper/cap and when I got it, it had just been thrown in a box, no packaging at all. It arrived with a lot of scratches. "
"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. "
"company clearly doesn't care about their customers, weeks of problems, read up on yelp"
" I custom ordered the Thermo-rite Tuscan fireplace doors from Woodland Direct.
(https://www.woodlanddirect.com/Fireplace-Accessories/Rectangle-Fireplace-Doors/The-Chateau-Collection-Tuscan-Fireplace-Door)
They appeared to be in good condition on arrival. Our caretaker installed them and they looked great. I read through the instructions and slowly acclimated them to heat exactly as directed. The first use, I did not close them until the fire had died down to embers. Upon closing, the doors began to emit loud metallic banging noises. It is very unnerving. I called Woodland Direct the next day and the rep I spoke with informed me that the doors are not designed to be closed while a fire was going! I reviewed the instructions, which stated, "For best results, start a small fire that will allow the tempered glass to heat gradually. Leave the doors open slightly during the early stages of the fire to help them warm slowly. The fire should be kept at least 6” to 8” from the glass doors. Close the doors when they are warm." I returned to the Woodland Direct website--which depicts a cozy fire behind closed glass doors in every picture! I emailed Woodland direct back and no reply. It wasn't long before the doors began the loud obnoxious clanging even with the doors open with just a moderate fire! Now, somehow the latch on the right hand door has shifted and the door will no longer click shut and sits crooked. What a waste of more than $1500!!"
" Purchased a fireplace three months ago. Due to ongoing construction was on able to install right away. When finally did get around to opening packages everything was damaged. I assume this was due to the shipping company? That being said woodland direct stood behind my purchase and replaced all the items. Thank you so much would highly recommend you to friends. "
"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 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."
"Just ordered a new wood burning wood fireplace. One of the parts needed to be received from manufacture before shipping whole order. Still received everything in 9 days after ordering. Very pleased with the folks there. As a note, they do manually approve certain online orders to ensure completeness which is nice."
"Decent customer service however it can take several days for technical to get back to you.
Found the same Olympia Chimney Supply product for 20 percent less from a internet distributor in Mississippi " The Fireplace and Chimney Store" than what Woodland offers, and that is the bummer, as it's amazing how little material $500 buys from them.
Guess that is how they can afford so much internet advertising."