"If you are a professional builder or remodeling expert - do not count on anything these people tell you. First the sales person failed to mention that their fireplace inserts require special flue material that no-one locally stocks. When we finally figured out we could only buy it through them (from the manufacturer), we were fed misinformation multiple times about when the shipment would actually be delivered. After numerous phone calls, and being lied to on 3-different occasions, we are now stuck waiting another week - and risk losing the sheetrock crew that has been put of multiple times. I will never buy from these people again."

"Save yourself time and frustration and spend your money somewhere else. First, I ordered a part that took 7days to ship, 9 days to arrive from a warehouse about 150 miles away. When I got the part, I came to find that it wasn't the correct one because of an inaccurate description on the web page. James in sales assured me that the correct part would be shipped the next day...last Friday. It is 5 days later, and the part still didn't ship. It took 4 days to get an RMA and return label emailed to me for the old part. Don't count on their internet descriptions being accurate, don't count on timely shipments, and don't count on them keeping their word. "

"Still waiting for order to ship. Promise dates have come and gone. Actually had customer service hang up on me. Pathetic"

"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 just bought a beautiful glass firepit coffee table for the patio. I love it and the customer service was great in helping me pick out the glass and helped me with shipping and size, weight concerns before i ordered it. once it was delivered to my house i wanted to make sure that I can get it past the patio door. The price was the lowest on the web and I had an excellent shopping experience with them. I would highly recommend them."

"Ordered double sided logs for a home I was remodeling. When we were ready to install we found broken logs in the box. Contacted Woodland and took days to get a response. They basically said too bad. No warranty no shipping insurance, nothing. The logs appear to be cheap and break easily, company has horrid customer service. I just don't know how anyone doesn't have some shipping guarantee. Horrid company .... buy at your own risk."

"The shaft that the drill fastens to is round and it can slip. It should be hexagontal to prevent slippage."

"Ordered 3 distinct times- back orders not communicated in a timely manner, broken and damaged merchandise due to poor packaging, issues with follow up to damaged shipments and delayed shipments. Can't track order progress via website. Delays and damaged shipments have cost me $2400 or more in delayed construction project. Horrible experience."

"I cannot imagine someone describing their experience as good with the woodland online shopping. My adventure with woodland includes not receiving product, continuos followups from my side only,incooperative staff,no refund yet,not receiving any kind of communication from their end. A total disaster."

"No problem with retailer.
Item has not been delivered by UPS.
"

"Order placed and received very quickly. Good quality product."

"It was a good experience :)"

"Product was as described and delivered quickly."

"Even though I ordered the wrong size, they were very gracious about taking back the product, of course it was in perfect condition and had not been used or taken out of the box. But customer service was very helpful."

"I found exactly what I wanted, at a very reasonable price, fast and free shipping and, overall, a very pleasant buying experience."