At Woodland Direct, we're committed to providing you with an enjoyable shopping experience. We support our products with informative learning content, accessible product demonstration videos, and extensive image galleries. We've also designed our shipping policy to serve you. All products priced at $99 and up will ship to you at no additional cost, while orders under $99 ship at a flat rate of $9.99. Woodland Direct has over 25 years of experience in the hearth industry - and we aim to target this knowledge to help guide you in product installation and use. From our unique custom designs to the hottest trends in the industry, Woodland Direct is your one-stop shop for all hearth and home products. Check out our track record of customer satisfaction to prove it!
Is Woodland Direct legit?
Woodland Direct (woodlanddirect.com) has a 4.1 out of 5 rating on OK.one, based on 199 user reviews collected here. It is listed under Beauty & Well-being and its reputation is good. 74% of reviews are 4 stars or higher and 13% are 1 star; The business has replied to 100% of negative reviews; Reviews mostly discuss Product, Quality, Customer service. Last updated 2026-09-04.
What reviewers say
AI generated
Reviewers had a great experience with this company. Active buyers frequently praise the exceptional quality of the fireplace products, noting that everything looks realistic, functions properly, and fits their home spaces perfectly. Many people emphasize the remarkably fast shipping times and mention that staff members are exceptionally knowledgeable, professional, and friendly when assisting with custom orders.
However, some customers also noted that heavy items occasionally arrived damaged or with missing essential components during transit. These reviewers expressed deep frustration regarding unhelpful customer support responses, rigid return policies, and unexpected difficulties when trying to obtain prompt replacements quickly.
Auto-generated from all reviews of this business. For reference only.
My order was weeks late with no help whatsoever from customer support other than, "it's coming." I'm a contractor and had a deadline. I ordered the exact fireplace from another vender after almost four weeks. I received it, installed it and was paid when my order from Woodland Direct arrived. So, I refused the order and they kept an enormous restocking fee. They are awful and I strongly recommend that you do not purchase from this company.
Reply from Woodland Direct2026-08-03
Thank you for this feedback. We regret that we weren't able to get your product to you in time. Our track record for reliability is important to us and this tells us we have work to do.
Careful here before engaging. Clever front end sales model with design needs and shipping product to you, seamlessly - it falls apart as soon as you need assistance if you’re outside the Michigan area. This was not disclosed on the front end and now I’m left with a lackluster product. Designed a beautiful outdoor space that now has minimal to no flame because their product is lacking. Email exchanges are what you’re reduced to, and you’ll find no signature on those emails as no one stands behind the support needed. How unfortunate. Connect with a local resource and local business first before engaging this online entity.
Reply from Woodland Direct2026-07-15
We've got a team dedicated to helping professional installers who need help troubleshooting or installing our products. If needed, we'll set time aside and schedule a call with an installer when they are on site. Thank you for your feedback. We regret you are having issues with your purchase and we will continue to help until it's sorted out.
K
Kent · 1 review · Experienced 2026-07-01 ·
★★★★★
Everything went really well with Andrew…
Everything went really well with Andrew my consultant who helped me with the order.
Reply from Woodland Direct2026-07-15
Thank you, Kent. We appreciate your business and a great review. We'll be sure to let Andrew know he was a good guide when you needed it.
A
Alex Anderson · 16 reviews · Experienced 2026-06-02 ·
Nathan went above and beyond to get us what we needed for a last minute change order. We had a fire table and 2 bowls delivered. They look amazing and showed up 3 days before they were suppose to. We will be ordering all of our fire features from Woodland Direct going forward
Reply from Woodland Direct2026-06-10
Kent, this is an amazing review to find and we were glad to have made such a good impression. We look forward to hearing from you when you're ready with your next project.
J
John Ballance · 1 review · Experienced 2026-05-27 ·
★★★★★
Bad experience
I ordered an expensive grill during a promotion that included a free rotisserie with the purchase. When I received the invoice and packing slip, the rotisserie was not listed, so I called to verify that it was included. I was told that it was.
After the items were delivered, I put them in storage because our house was still under construction. When we later opened the package, the rotisserie was not included. I called Woodland Direct, and they told me they could not do anything because I had the order for more than two days.
This was not an expensive accessory compared to the cost of the grill I purchased. They had the opportunity to do the right thing, honor their promotion, and provide the item that was supposed to be included with my purchase. Instead, they chose not to.
Because of this experience, I will not be doing business with them again, and I would not recommend them.
Reply from Woodland Direct2026-06-03
It looks like you received your original order in October of 2025. You notified us of the missing item 7 months later in May of 2026. We pay extra to have damaged or missing items covered, but we need to know when the shipment arrives. We regret the outcome as well and would have preferred to have heard from you in October when we could have had this remedied for you at no cost. Thank you for this feedback.
The customer service person helped me purchase exactly what we needed. I wouldn't have ordered the best option without her help. The product is well made and was delivered quickly. We couldn't be happier.
Reply from Woodland Direct2026-05-21
Claire....the credit for a successful outcome here falls squarely on your shoulders. You were wise to talk to experts. Great job and thank you for the chance to offer a little guidance in your success story!!!
D
Deanna · 1 review · Experienced 2026-05-01 ·
★★★★★
Questions... Call in. Great experience.
I was going to just place my order online but I made a call to the Woodland Direct team and they were an amazing help. The fit is perfect. I love my purchase.
Reply from Woodland Direct2026-05-21
Woodland Direct is a bit of a unique online retailer. We actually encourage customers to call our team because we invest heavily in training and learning the products we offer. We truly enjoy talking with people about their projects and appreciate the opportunity to offer guidance and advice along the way. We’re so glad you reached out and that everything fit perfectly. Enjoy your new addition!
a
anthony fontana · 1 review · Experienced 2026-05-13 ·
★★★★★
Terrible experience
Terrible experience. Product arrives damaged and they would not help.
Reply from Woodland Direct2026-05-18
Our damage and return policy states "Shipping carriers require a claim to be submitted within 2 business days of delivery or the claim will be denied. We cannot make exceptions to this policy." You reported damage to us nearly 4 months after it was delivered.
J
Jane Alexander · 2 reviews · Experienced 2026-04-20 ·
★★★★★
Great
Great - very happy with final product
Reply from Woodland Direct2026-04-30
Jane, we are glad to have had you visit Woodland Direct and we're thrilled that you felt we deserved 5 stars. Thank you!!
L
Len Bergmann · 2 reviews · Experienced 2026-04-03 ·
★★★★★
on line order process was very easy
on line order process was very easy. shipping was faster than expected.
no issues at all.
Reply from Woodland Direct2026-04-30
Thank you for 5 stars. We were glad for your visit and appreciate 5 stars.
A
Ariba · 1 review · Experienced 2026-04-09 ·
★★★★★
Excellent service
Excellent service! Representative Andrew is amazing and very helpful!
Reply from Woodland Direct2026-04-15
We were grateful for your visit and glad to hear Andrew was helpful and mad you feel welcomed. Thank you from the entire team here at Woodland Direct.
L
Larry · 7 reviews · Experienced 2026-03-23 ·
★★★★★
Got Support and parts in quickly
Reply from Woodland Direct2026-04-08
Thank you, Larry. We appreciate you and we're glad to hear we had what you needed right away. Woodland Direct appreciates you.
Initial ordering/interaction was very smooth and easy. Any and all questions I had were answered and with patience. Placed order, log set chosen was on back order. Would've liked proactive interaction with order status from Woodland Direct. If I didn't reach out at every stated ship date, I would've had no idea when I would actually receive my set. I know they don't control ship date by manufacturer but if I'm ordering through you, I expect some level of updates/interaction. Log set finally arrived and it was exactly as my salesperson described and what I was looking for in aesthetics in log and flame appearance.
Reply from Woodland Direct2026-04-01
We would have preferred to have earned 5 stars, but your frustration in today's information age is completely legitimate. Thank you for remind us that there is room to grow.
Purchased a gas log complete set, shipping was quick very well packaged easy to install. After one week it stopped working Woodland direct has no return policy and advise is the call the manufacturer and then call back Woodland and you are absolutely stuck in the middle with no fix in sight. They’re great in shipping you a defective gas log set the worst with taking care of a defective item, move past woodland direct. You have been warned.
Reply from Woodland Direct2026-04-01
We are very sorry to hear about the trouble you experienced after installation. We completely understand how frustrating it is when a new gas log set stops working so soon. While warranty related troubleshooting and replacement parts are typically handled directly through the manufacturer, that does not mean you should feel stuck in the middle. Our team is here to help support the process and work toward a resolution alongside the manufacturer. Situations like this can sometimes require troubleshooting to determine whether the issue is with a component, installation, or the unit itself, and there is not always a one size fits all solution right away. We appreciate the opportunity to assist and want to help get this resolved as quickly as possible.
E
Edward Cassidy · 1 review · Experienced 2026-03-11 ·
★★★★★
I recently purchased two gas fireplaces…
I recently purchased two gas fireplaces from this company and am completely dissatisfied . On there website they show a nice large flame that almost fills the fire box but once its installed it was only a 2 inch flame that you could barely see. I spoke with the technician from Woodland and we both verified that the units were running to manufacture specifications but there was no increase in the flame height . I have called several times since my conversation with the woodland tech but am being completely ignored, unlike the 100 calls I got from the salesman when I was getting a quote wanting me to commit to the sale. I would NEVER USE OR RECOMMEND this company because all they want is a sale and then avoid you when there is problem and misrepresent the products they are selling its bait and switch. Go to a local store and see EXACTLY what your getting not depending on a salesman to guide you and then ignore you when there is problem. This what they say is acceptable but advertise a large flame because they do not stand behind there product . This company is scam once they have yr money they don’t stand behind the product . As per all there bad reviews
Reply from Woodland Direct2026-03-17
We are sorry to hear that you are disappointed with your fireplaces. As confirmed during your conversation with our technical team, the units are operating within the manufacturer’s specifications and safety design limits. Flame appearance can vary based on model, fuel type, installation conditions, and lighting, and marketing images often show the appliance under ideal display conditions. We also take concerns about communication seriously and have no record of intentionally ignoring your follow up. Our goal is always to provide accurate information and support before and after the sale, and we remain available to review your situation further and discuss any available options.
D
Dennis Lazzara · 1 review · Experienced 2026-03-09 ·
★★★★★
FRAUD
FRAUD! They sent the wrong size fire-
place screens and they will not admit!
Reply from Woodland Direct2026-03-17
This is a strange review to find. You bought a custom screen from us in 2024 and waited until 2026 to notify us that what you got was not what you were expecting. One of our veteran guides helped and looked into it and you clearly got the screen you ordered in the size that you picked. We regret that this was a challenge for you but we have responded fairly and honestly.
Brian Saltzer · 1 review · Experienced 2026-03-04 ·
★★★★★
Terrible customer service
Terrible customer service. Exorbitant return charges. Never order from them
Reply from Woodland Direct2026-03-17
Our return policy falls in line with what is typical for an online retailer. We regret your challenges and disappointment with the return process. Thank you for this feedback.
My experience was mostly positive, but I've been trying to figure why the smell from my logs is so strong, they worked with me for bit then just quit. So as a consequence I'm stuck with a 1300 dollar log set that is totally unusable, thus the 2 star rating. Should be some kind of warranty on a purchase of this size. I suggest working with someone in your area for these things, they can send someone out to fix any problems.
Reply from Woodland Direct2026-02-27
Thank you for the feedback. We’re sorry to hear the odor from the ventless logs has made them difficult to use. That’s certainly not the experience we want for a purchase like this.
Please reach out to our team so we can review the situation again and see how we may be able to help.
MightyNest
Fire Pits Direct
Costway
Chairish
Homary.com
StorageTreasures.com
North Country Fire
Closetfactory