WoodlandDirect

We purchased a gas fireplace from Woodland 3.5 years ago and it has been a problem. The batteries in the remote constantly need to be replaced, and the whole unit stopped working recently. After calling customer service we were told it needed a new remote and a receiver for over $400/ When these items arrived it still did not work, and my husband had to buy some other part from you for another almost $300, and he will see if this does the trick to get the fireplace working. And this is the third day he has had to take off of work in the attempt to fix this poorly made item. So you can't really blame me for not being happy with Woodland Direct!

My husband got a helpful person on the phone, but the fireplace still is not working. If woodland direct cared about their customers, they would send a technician out free of charge to fix this expensive unit that has lasted less than 4 years!!!!

Tech folks were amazing in helping me figure out what I needed to order. Great service. The ordering process was very easy and the service staff did not seem to be outsourced to another country. It make understanding so much easier.

Had not received part of the shipment and I was trying to coordinate an install. The advised me when the remaining box would ship and when to expect it.

I was purchasing 2 fireplaces for a new construction home that we are building. Being a first time fireplace buyer, I needed a lot of guidance. Jeff took his time educating me on the available features and associated cost. Then he was patient while I found the answers with my construction manager but made sure not to let me miss the sale.

The gentleman (forgot his name) who helped me select the fireplace doors that would work for my custom sized fireplace was wonderful. Package arrived save and just had it installed by a company who specializes in chimney repairs. Very grateful for the professionalism!

Excellent. Helpful. Professional! Would use again

I contacted Tiffany over 9 months ago to discuss a gas fireplace for a home we are building. Tiffany was so knowledgeable and willing to help with the questions and concerns I had at that time. She followed up with me every few months until we were ready to place an order. Of course, I decided to go with an electric unit and Tiffany was able to find a great option within our budget that she felt would meet our needs. We purchased recently and haven't yet installed. But it will happen soon. I can't tell you how fantastic it was to have a person so vested in helping. Thank you Tiffany!

Needed a light color, "caramel", stone hearth pad for my white pellet stove. Found Woodland Direct from a google search. They have the largest selection of what I needed and made it easy to look through my options. Ordering was simple, and it was shipped to me in about 2 weeks. Arrived very well packed and wrapped on a pallet. I would recommend Woodland Direct to anyone searching for their stove needs.

I should have called but usually I am altering on site your items that go along with that. I did not notice. I picked a brush and handles that did not fit together. The employees there are super nice and very helpful and helped with the re ordered
Needed part. Filling out return online when one item was returned was a little bit confusing, even after watching the video. Again, the people spoken to very nice and professional.

Above

I spoke with companies in town. I am not sure why they should be able to charge what they want when Woodland helps you from beginning to the end and promises they will help you in the future if needed. I was getting communication knowing my rep was not at work. That's service most people would never expect.

I hooked up the product. I was hesitant, but I was

It's very rare to experience customer service like that I received from WoodlandDirect. When trying to figure out what log insert I needed, customer service walked me through every step of the way on the phone and submitted the order for me. Unfortunately, after watching the shipping currier drop the boxes with my log set, I discovered a few logs were damaged (no fault of WoodlandDirect!). So I contacted customer service and, within 30 minutes, a whole new log set had been shipped to me. They even helped our technician on the phone during our install. Yes, I love my new log set. It's perfect. But I was absolutely flabbergasted (in a great way!) by the customer service.

For some reason, one package was not shipped as described on the packing list. I called and got an immediate response. Seconds later, an email was received where upon I clicked on the link, submitted photos from my phone, and got the issue dealt with. The next day, the missing part arrived via FedEx overnight. Impressed!

Assistance given was superior to that which I didn’t not get from a dealership.

All of the products received seem like they are good quality! Only thing that I think could be improved is communication. I never received a shipping confirmation or tracking information after submitting the order.

Your customer service rep. Was very knowledgeable and helpful when we were ordering a replacement part for the chimney. We would definitely recommend your company to other possible customers. We had our order within a week, which was outstanding.

We live in Truckee, CA and have only used the bellows a couple times and it has been working incredibly. I can also tell this was built by a true craftsman using quality materials and most importantly, it looks as though the parts are repairable or replaceable, so that it can be kept in service for many years. I'll give another review at the end of this winter and see how it handles keeping out wood stove burning during Truckee blizzards.

Woodland Direct is a great company. I was a bit worried about ordering a fireplace online but the fireplace showed up on time and well packaged. The inserts I ordered however were damaged. Customer service was excellent. I sent them a picture of the damage and the sent a new set out immediately. Again they arrived damaged but a third set was sent and Woodland added packaging so that they arrived in good shape. Finally I need the chimney pipe. I talked with knowledgeable staff that recommended all the pieces I needed. The contractor was still finalizing plans when I ordered so I had some extra pieces left. Returns were simple and fast. Overall, I was really happy with my interactions and I always got a real person on the other side on the line. I would not hesitate to buy a fireplace or other large appliance from Woodland.

See review above.

We love your products, but putting this frame together to hold our firewood was a bit of a pain as the holes and the diameter of the bolts did not always fit well. So instead of being able to push the bolts through the holes, they had to be painstakingly threaded through the holes which took a lot more time. We love the final product once we got it put together (3 hours later).
Thank you

I have ordered 3 times from Woodland Direct and each time it has gone very smoothly and the products have been of a very high quality. My only concern is that their packaging could be more robust. In 2 out of the 3 orders one or more legs of the grate came through the packaging.

I sent pictures of the packaging from my last order to customer service but I haven’t heard back from them.

I ordered an item from WoodlandDirect. I received a message from the shipper that the package was damaged and could not get be sent. I called Woodland customer service fixed the problem on that first call and new productI have used Woodland for several days arrived at my house in 2 days with no cost to me.

My survey answer is about my very satisfied interaction with WoodlandDirect customer service.

I looked at gas logs online for about three months. I decided on the style and brand I wanted, but was confused about some of the other features and options. I called Woodland direct and spoke with very nice people who helped me understand all the issues where I was unclear. I was able to make a very informed decision about the log set I would purchase. I am so happy with the final product. One small item did arrive broken but Woodirect was fantastic about replacing it.

My experience with Customer Service was excellent. I had no problem, reaching a person by phone, and then we emailed and they were always very prompt with their responses to me.

Ordering was easy. Selection was great. Arrived WAY faster than expected. Only problem was, one log was broken. Y'all put me in touch with the manufacturer who wanted photos of the log and the box (the installer used the box for the old logs and we are in the Helene aftermath with no bandwidth for sending photos). I informed them it wasn't going to happen. The next day, got an email from y'all that you were sending a whole new set of logs. Don't have them yet, but if that's what I get, I'll be adding that 5th star for the great customer service!

As described above

Their customer service was great. I had placed an order and then realized that I needed to change my order. I called and the gentleman helped me with doing that. It was a smooth transaction. I would definitely shop with them again.

PS...The product I ordered exceeded my expectations! So happy!

A+++++++ The gentleman was so professtional and helpful!

When we called customer service we got Seth. He was wonderful. He answered all our questions, gave us some helpful tips, and made sure we ordered everything we need from the fire box to the outside of the roof. Everything was done in a timely manner from emails to getting it to our front door.

The product is solid and would give it a 5 but the site experience is not great so overall experience is a 4 - I inadvertently ordered two items since I did not get a confirmation that the first order went through. No tracking information available which is really standard for modern commerce these days.

I had never purchased a fireplace before and Woodland direct made it easy and simple providing step-by-step guidance on exactly what type of Grett and size and quality of material would be best for me.