"I broke a glass door on a fireplace and had to replace it as soon as possible. There ended up being a miscommunication between myself and the original sales representative (he was very kind, but was unclear about their return policy). However, as soon as I got ahold of a manager, they reviewed the issue and made sure everything was corrected on their side. In the end, I spoke with three kind gentleman that made sure I was well taken care of and I got the right size glass for one price. I would use this company again and again for fireplace parts."
"Excellent experience with the customer service representatives. Professional, courteous, kind and helpful. Christian and Ben-- you guys are the best. If you are ever in NY, you are welcome to come over for a BBQ"
"I ordered one item (a chimney cap). The ordering process was simple and straightforward. The item was shipped the next business day and arrived here in New York two days later in excellent condition. Looking at the other reviews here, it seems that I was quite lucky."
"Woodland Direct does not back what they sell. I purchased a Vacu-Stack chimney cap because they claimed it would reduce chimney downdraft. The unit actually reduced the draw on the chimney so my wood furnace would barely burn. I had to take it off and they would not allow me to return it. Do not order from Woodland Direct and do not purchase a Vacu-Stack chimney cap.
I tried to post a review on Woodland direct for the Vacu-Stack but it wouldn't let me. Thsy must only post prooduct reviews if they are positive."
"When looking on Woodland Direct's website, I noticed a couple fireplaces that had different efficiency numbers in the "Overview" vs the "Spec" sections. I called to find out if these were Steady State vs AFUE (or Canadian FE) #s and the "technician" seemed to have no idea what I was talking about. He condescendingly then tried to explain to me how a direct vent fireplace is "decorative" so those #s don't matter and aren't reported by the manufacturer. Really? Then why are manufacturers *required* to report those numbers by government agencies?
Anyway, after getting no information, I decided to go directly to the manufacturer's web site. I quickly found the FE rating for the fireplace I was looking at: 51%. What?! On Woodland's website, the "maximum efficiency" was listed as 85% and "efficiency" under the "Spec" section was 76%. Obviously, they just made these up to BS the customer.
Luckily, I found this out BEFORE I made an order..."
"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!"
"urchased a gas fireplace insert for our remodeled vacation home. We don't spend that much time there. So far in the few times we've used the gas fireplace it has broken down twice. The second time at Thanksgiving. The house is in snow country so the fireplace is needed. The first time it wouldn't operate was in August. So from August to November it broke down twice. WD sent out a part to fix it in August but obviously their equipment is sub-standard. Our technician that we used to install the unit said the remote and relay box is faulty. We asked WD to replace it once again with an upgraded option. They indicated its another $200! So basically we've spent several thousand dollars and we have a fireplace that does not work. WD will not stand behind their product. I plan to file a claim with BBB and other agencies. Avoid this business! After they get your money they don't care about customer satisfaction."
"When you order something from a company, you expect the picture on the website to match the item that you receive. Woodland direct does not see it that way. Deceptive advertising. Do not do business with them. Poor customer service. "
"This is the worst I have ever been treated as a customer. I would not do business with this company. I ordered a grate for my firepit for my husband. While I was ordering a prompt came up for a log holder. I ordered that too. They came in good time and I waited to open them for Father's Day. I noticed the log holder was a little scratched up but thought nothing of it. When my husband determined it was not for us, I shipped (AT GREAT EXPENSE TO ME) the log holder back in its original packaging within the return policy. I received an email saying I would not be refunded any money and they were keeping the log holder. I assured them and you I NEVER used the log holder. It is June in Kentucky...no fires burning here!!! They refused to refund me. I am out money on an expensive item I wasn't originally setting out to buy and I had to pay shipping to boot. I think this is inexcusable. I will not do business with them again. What happened to the customer is always right?????"
"This company bites. I spent more than $900 on a gas fireplace set. It had a defective valve, which my installer discovered after three service calls. The company was only interested in learning the serial number of the product! Wouldn't get it to me quickly even though my contractor's work was nearly finished. Avoid these people. They also don't communicate with each other. Lousy service. "
""Do NOT use this store. Wrong items were sent - did not match part numbers in included paperwork. Their salesman assured me the rest of the items would fit - they did not. I returned the entire shipment of stovepipe items but Woodland Direct refused to follow through with the refund - claimed there were scratches on one item. Items were sent back in same condition as received by me. DO NOT not trust the claims from these people."
"Do NOT use this store. We had to return three stovepipe items and they said they didn't receive them. The post office delivered it to them per their tracking system. They would not call me or email me back with a solid answer in the month it took me to even get that answer out of them. I rate them a negative 10."
"I am not happy with my purchase. I bought a fireplace from them for almost $600. It was defective. I have tried emailing them several times. They received my email and said they would get back to me. It's been over a month, and after several attempts, I have yet to hear from them. I am frustrated and disappointed. I would never purchase anything from Woodland Direct again. "
"Ordered 4o pounds of lava rock and a gas valve online one night when their business was closed. Next morning first thing I was on the horn cancelling the order as I discovered an issue with the gas valve I was ordering. I was told no problem I will see a refund within 3-5 days.
TWO WEEKS later I got an email saying my refund had been processed. I opened the email and noticed it was backdated but the delivery date of the email was the 25th which happens to be the same day I saw the refund....which brings me to my next beef.
They refunded me the rock. That's it. They kept the hefty $120 they charged to ship it to Canada. They also never refunded the valve....and still shipped it! So I contacted them and have yet to hear back. At this point I don't even care about the valve because it is the wrong one (the primary reason I cancelled the order) and I am just at awe of how a business can not think of perhaps refunding the shipping on an internet order they never shipped and then ignore the email.
Woodland, I may not have been your "customer" per-se because I cancelled, but your actions followed by your inaction has all but persuaded me to not be a customer in the future.
BTW....expect a charge-back, because what you did is not right."
"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. "