WoodlandDirect

Bought a Montigo 48" fireplace with remote and power exhaust fan.
The instructions were not specific to that combination, as a result it has never worked properly.
After a month of dealing with their "tech" department, they said they couldn't help?
So I'm out 7 grand?

Service was prompt along with a follow up call on if there was anything more they could assist. I needed the fireplace fast and it agipped in 1 day.

The fireplace and accessories came on 2 separate pallets. The fireplace and accessories were very poorly packaged. Fragile components were wrapped with 2 layers of industrial Saran Wrap with no impact absorbing material (cardboard or styrofoam) at all. No wonder the sales rep warned me that the firebrick panels frequently arrive broken. Glass fireplace doors were in the middle of 4 pieces of duct held by a wrap of said Saran Wrap. All 8 pieces of duct work (both inner and outer) arrived significantly dented. Don't understand why they weren't in boxes... for the amount of money I paid I expected a whole lot better. This packaging was just sad and reflects not only poor employee work practices but also poor management for allowing it to occur and likely other non conformance as, in my opinion, if product shopping isn't important, what else isn't? Would not recommend this company.

I was trying to get some chimney parts and after the run around from two different fireplace suppliers these guys actually came through for me. I am sorry other people had bad experiences but mine was fine. I needed some special parts and they shipped them the next day as promised and they got here undamaged and in a timely manner. They were very friendly over the phone and knowledgable for what I needed. I didn't have any issues with my order.

Purchased a $2,500 fire place from WD. Out of the box it has an issues making a noise while operating. Upon contacting customer service I was told I would need to buy a special grease and lubricate a part. They did not offer to send me the grease and upon follow up to request this, my messages were ignored. While my sales person was extremely helpful in the purchase process, I am extremely frustrated that this brand new FP has an issue and the expectation from WD is that the customer should be responsible to fix the issue and bare the cost to do so. I do not recommend WD.

Super nice people…utter incompetence. Really quite breathtaking how each & every step of my fireplace was mishandled.

Buyer beware. These guys are thief's! I ordered fire pit mid November of 2022 with 2-3 week quote on delivery time.
Fire pit did not show up so I cancelled. They asked me to not dispute credit card and they would credit my card and have been playing games ever since.
We even conference called our bank with their customer service rep and our bank verified that Woodland has our money, but Woodland denies it. THEY STOLE FROM ME!

Purchase a fire pit from woodland. After using the fire pit for a couple of times a crack started to form on top of the bowl. Contacted ( called) and talked to a representative who then sent me a case # by email. After a half dozen emails and photos of the crack they ( woodland) came to conclusion that it was our problem because burner was off center which is total BS on their end. Total unprofessional and lack of caring for the customer. I would give customer service a F & a 0 for ratings.

Woodland Direct sells absolutely China grade garbage. Check out my crooked chimney cap they sent me. $200 for disgraceful work: https://imgur.com/a/Z4i5Kpv

Ordered was a fireplace gas log setup. One of the logs came broken and an entire new shipment of logs was sent out at no charge to me quickly after sending WoodlandDired pictures of the packaged broken log. As if this was not enough, ~ I complained thinking that the base unit for the fire set may have been incorrect. After sending another picture of the unit (ID tag), the representative quite patiently assured me via email that the proper item was sent and by my rearranging the parts I would understand the set up. Bottom line, they were correct again! Thank you for the service and just as important would be the savings by ordering through this online sales center.

Horrible customer service. A total of five calls over two and a half months, every time stringing me along until the final call they figured out the distributor was out of stock. I never once got a response from woodland direct, every correspondence I had to start. If they had been honest I would have gone somewhere else. I will never deal with these people again.

Great company that helped me with sizing and selection for my Gas log insert. Shipping was fast and when it arrived a few of the logs were broken. I notified Lynden and was instructed in what I need to do. Within a week a complete new set was delivered. Just an overall great experience from a company I would highly recommend!

The fireplace, which had a sticker stating that it had been converted to propane gas, was installed. The fireplace generated soot that damaged carpet, surrounding finishes, and the exterior wall surface. Additionally, the back wall of the fireplace box is permanently damaged. Our propane provider suspected that the unit was not converted to propane and Woodland sent us replacement conversion parts. The fireplace works fine now, but the damage is done and we received no reply.

On 20 October 2023 I ordered the 36 inch flame craft tondo fire pit with electronic ignition burner (order #*******). I did not desire this item but the other firepits were not in stock and had an 8 week wait. I was told this item was in stock and would ship the following week. This was not true. The following week ONLY the base shipped. This left me without the lava rocks, the top half, the burner, and the glass wind guards. I called to inquire and was told the order could be tracked on the web site which indicated the other components were shipping later; contrary to what I was told. After waiting three weeks I finally received the base and what I believed was everything needed to assemble this fire pit. I was wrong!
Woodland Direct still had not shipped the most expensive and vital part, the burner! I called to inquire about the burner as it was not listed in any of the shipments under their ship tracking option on their web site. I was transferred by sales to customer support and the lady I spoke with told me, "the burners are manufactured and shipped by a third party vendor that we have no control over". She did not identify the third party vendor and could not give me any idea of when the burner would ship. To date, almost 4 weeks later, I still do not have all the components of the firepit.
I do not trust woodland direct! If you order from them make sure ALL the components will ship at the same time and you will receive only one ship tracking number. Otherwise, they will take your payment and "nickel-dime" you on the shipment and give you the "run around". I won't use them again.

I ordered a fireplace that I was unable to use due to local regulations. Woodland customer service allowed me to return the entire order with no penalty. I paid return shipping which was fair and reasonable. They didn't have to help but they did. Good company and good CR.

I'm writing this review, in hopes that someone from service sees this and calls me back.
We have had nothing, but issues with our fireplace since day 1. Extremely unreliable product and never works when we need it. Have called several times, and after a repair ticket, they don't return calls. Always trying to blame it on the remote. It's not the remote. The trouble shooting is not working, and being talked to like we are the problem is not appreciated. Video won't upload, but if Woodland wants to see it, I'd gladly show them. Bryan F

I called to ask if the stove I wanted was in stock. They said yes and the salesman was very pushy. Wanted me to order over the phone. He convinced me. I revived a few parts of the stove in good time. I heard nothing for 30 days. I called them and they said they were out of stock on that stove, And never apologize. I hope they go out of business.I still don't have the stove over 50 days latter.

Ordered two fireplaces and had to exchange many months later. The customer service reps were extremely helpful walking me through the return and picking out the new ones. Answered a bunch of questions from my contractor and the lead times were much quicker than expected.

I spent $400+ on a dual chimney cap and they botched the thing so they drilled it out and did a makeshift solution. This was one of their standard sizes and not custom. I called them as soon as I received the shipment. WoodlandDirect would not stand by their product. Instead they stuck up for the vendor and their shoddy work. I don't recommend them. The sales guy sounded great, but he said problems are out of his hands. Problems are handled by a different department. Beware of smiling faces…

I finally got the fireplace door I wanted. This may have taken 1 year and a couple of complaints on this website to get response from them. Their customer service has changed from my initial contacts with them. Instead of them saying they could do nothing about the first custom made door they built for me to having a new one built (to my specs) and delivered.

My customers unit was delivered damaged, dropped and repalleted on its side. Two replacement pieces were delivered from Canada on time. The touch up paint somehow is "held up" in customs, so they say, only to be delivered weeks from now. The company seems disorganized.

In 2010 I built a firepit and put a inexpensive firescreen on it so that I didn't burn down the neighborhood... fast forward 12 years, new house, new "upgraded" firepit, decided to treat myself and not take it with me, bought a screen from Woodland Direct, same reason to buy it, having never moved it in approximately three months(winter set in and I didn't want to use it and it is extremely well built and heavy), the first fire in the pit, in April, the Woodland Direct Spark Arrestor, at close to $500 dollars, was practically rusted to the top of the fire pit... when I removed the Arrestor, a perfect ring of rust appeared the entire circumferance of the pit, as well as the screening... the "inexpensive" cover from Lowes, was still viable and never rusted and caused a ring around the collar...$500 vs about $75.00, your call... the customer service initially was hot to trot to replace it, all of a sudden there was nothing and no one to handle the issue.

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.