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.
What people say
M
Michael Shockley · 1 review · Experienced 2025-12-12 ·
★★★★★
Lousy Customer Service
Customer service stinks. Would not allow a small return after spending thousands. Use another option for fireplace goods
Reply from Woodland Direct2026-01-08
Our return policy is simple and clearly stated on our website. Items can be returned within 30 days and there is a 15% restocking fee. This is fairly standard for online retailers like us and we do everything we can to let folks know up front about how we handle returns. Thank you for sharing this with us and giving us a chance to address your concerns. Your feedback matters.
J
Joe · 2 reviews · Experienced 2026-01-07 ·
★★★★★
GREAT CUSTOMER SERVICE BUT VERY STRICT RETURN POLICY
Purchased a complete burner and log set from this company, unfortunately ended having to return the order. Overall the whole process from purchasing to returning went very smoothly. This company is very well organized, which makes it easy when contacting customer service. SHOUT OUT TO LAURA S. for being the best of the best in that department, GREAT JOB!
Would easily be 5 stars if it wasn’t for a 2 day notification policy they have for broken/missing items. They do let you know this in your receipt, but most orders are shipped in separate boxes and shipping info is not always accurate so having such a tight window to resolve this is definitely unreasonable.
I would recommend this company, but make sure to throughly review their policy and immediately email them so you have records incase you need it.
Reply from Woodland Direct2026-01-13
Thank you for this thoughtful review. Laura will be thrilled to hear she made a good impression and the rest of the team will appreciate your feedback and the chance to see where we can improve.
We're glad to find a great review and 5 stars. We appreciate you.
J
John · 5 reviews · Experienced 2025-12-23 ·
★★★★★
Fast shipping
Fast shipping, product as described.1223
Reply from Woodland Direct2026-01-08
Thank you, John. We were glad you found Woodland Direct and happy to have you visit and find what you needed.
L
Linda · 2 reviews · Experienced 2025-12-10 ·
★★★★★
Great service
Great service! Fireplace logs look great! It was a pleasure doing business with Woodland Direct and have referred friends to them.
Reply from Woodland Direct2026-01-08
We believe the real value in transactions are tied to the relationships we create with our customers. We appreciate the chance to help and make your experience such that you would not hesitate to come back or refer a friend. Thank you for the chance to do so.
C
C. Rinna · 1 review · Experienced 2025-12-19 ·
★★★★★
Very polite
Very polite, professional and extremely knowledgeable into the process, product and service. Would recommend to anyone, and family.
Reply from Woodland Direct2026-01-06
Thank you for the kind words. We are glad our team was polite, professional, and knowledgeable, and we appreciate your recommendation to family and others.
I had to contact customer service two times to check on my order. For over two weeks when I checked on my order the website said in process. After the second contact a miracle happened and within two days things started arriving.
Reply from Woodland Direct2026-01-06
Thank you for sharing your experience. We understand the frustration of needing to follow up multiple times for order status updates, and we appreciate you bringing that to our attention. Your feedback is helpful as we work to improve communication and clarity during the order process.
B
Brad · 2 reviews · Experienced 2025-12-17 ·
★★★★★
Great service
Great service, fast shipping helpful staff
Reply from Woodland Direct2026-01-07
Thank you, Brad. We were glad to serve.
A
ANAHI D · 2 reviews · Experienced 2025-12-30 ·
★★★★★
Smooth delivery - Delivery driver was very nice!
Delivery driver was very nice!
Reply from Woodland Direct2026-01-05
We're glad to hear the delivery driver was pleasant and great to work with. Thank you for your business and for choosing Woodland Direct.
B
Brad Dody · 2 reviews · Experienced 2025-12-26 ·
★★★★★
Great salesman and fast delivery.
Reply from Woodland Direct2026-01-05
Good news and thank you, Brad. We are grateful for your business and appreciate 5 stars.
S
Steve Young · 2 reviews · Experienced 2025-12-29 ·
★★★★★
Great product
Great product. Great delivery. No complaints!
Reply from Woodland Direct2026-01-05
A couple of 'greats' and a 'no complaints'. That will work for us. We are glad for your visit and appreciate you taking the time to let us know it went so well.
A
Alexander Sarousi · 1 review · Experienced 2026-01-04 ·
★★★★★
Expected better for $2000
Unfortunately, the tracking wasn’t updated. The unit came without a ground wire, causing it not to work. I replaced it per IT recommendation, still isn’t working. It’s been a month, and it still hasn’t worked. No resolution at this time, still working with IT.
Reply from Woodland Direct2026-01-05
Thank you for the chance to help. We appreciate your feedback and for letting us know about the challenges related to your order. It looks like you are working with our technical team. Expect them to see this through with you.
The product is very well built! I originally looked at some “cheaper” options that were not made in the USA, but they seemed poorly constructed. I paid a little more through Woodland Direct and received a far superior product.
We recently experienced straight-line winds up to 100 mph in the Black Hills of South Dakota. When I woke up the next morning, I was concerned after finding more than 20 trees down from the storm. As I surveyed the damage and came around the corner of my shop, I was impressed to see the 8” rack I purchased still standing there, completely unfazed by the strong winds. The tarp provided by Woodhaven didn’t even blow off!
I immediately looked at my wife and started chanting, “USA! USA! USA!” I will definitely be buying more of these in the future.
Reply from Woodland Direct2026-01-05
The folks here at Woodland Direct will get such a kick out of this amazing review. You picked an amazing wood rack and we're glad to hear it proved it's worth so quickly and definitively.
This screen was easy to order. The website provided all the information necessary to determine the correct size. The prices were a bit daunting, but now that we have our screen, we can see how high the quality is and how well designed it is. It totally changes the look of our fireplace and the room. Finally, the screen arrived well before we expected it.
Reply from Woodland Direct2026-01-05
Great job, Lynn. We're glad to hear we could be helpful and congratulations on getting your project done right.
A
Andrea Zelman · 1 review · Experienced 2025-12-17 ·
★★★★★
Thomas Kearney was incredibly helpful
Thomas Kearney was incredibly helpful. He worked with me and with our local gas service person to make sure we bought the right product for our home.
Reply from Woodland Direct2026-01-05
We appreciate you, Andrea. Thank you for sharing. The team here loves Tom and they'll be thrilled to see he gave you great service.
Please read my order file. 5 months to receive missing parts.
Reply from Woodland Direct2026-01-02
We agree that is a long time to wait for parts. Thank you for bringing this here and giving our team a chance to look at what happened.
J
Jack M. · 5 reviews · Experienced 2025-12-25 ·
★★★★★
High quality products
High quality products and a large selection of inventory
Reply from Woodland Direct2026-01-02
Thank you, Jack. We were glad to have a selection that had what you needed and we are thankful for your business. The entire team here at Woodland Direct appreciates you.
C
Customer · 2 reviews · Experienced 2025-12-30 ·
★★★★★
Arrived as advertised
Arrived as advertised, thorough instructions, looks great
Reply from Woodland Direct2026-01-05
Woodland Direct appreciates you. Thank you for 5 stars and a quick note that we did great.
A
A Brennan · 1 review · Experienced 2025-12-15 ·
★★★★★
Receipt of the order worked well
Receipt of the order worked well. The fireplace screen did not fit our fireplace -- the natural uneven finish of the stone fireplace did not allow a proper fit of the screen. Therefore, we will need to return the screen. Hopefully, the return process will go well.
Reply from Woodland Direct2026-01-02
We regret it didn't work out. Items can be returned within 30 days and our service team will be happy to help you get it done.
P
Phil Newcomb · 1 review · Experienced 2025-12-12 ·
★★★★★
Great customer service ordering by…great staff
Great customer service ordering by phone; timely delivery
Reply from Woodland Direct2026-01-02
Phil, you picked a very popular and reliable Flint Hill gas log set from Empire. Mac here at Woodland Direct was able to help you find it and he'll be pleased to know he made such a good impression. Thank you for 5 stars and a great review.
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