Woodland Direct

The screen was exactly what we needed…

The screen was exactly what we needed for our woodburning fireplace. It works perfect. It was easy to hang and replace the old with the new. The gentleman who helped me on the phone was very courteous and helpful took his time which I really appreciated. That’s the little extras that go along way for customers. Merry Christmas

Woodland's salesman was great

Woodland's salesman was great. I sent the dimensions and he helped me with my order.

So far everything has been great

So far everything has been great! Everything has been handled professionally and very quickly, very satisfied with customer service!

Great service and great product

Sales was great with our purchase. Item came very quickly.

replace part

yes. i got the part i needed and my fireplace works

Great products

Great products! All components are well made. This is my second order from Woodland Direct. Great customer service also! This is an easy 5 star recommendation.

The whole process was a mess

The whole process was a mess. Then when it did finally come it was missing the leveling bolts necessitating a trip to Home Depot. For the cost of this thing, I expected a lot more. A lot more product and a lot more customer service and a lot less trying to blame someone else. You took my money thus any issues are YOUR issues to resolve.

Very disappointed from this…

Very disappointed from this Michigan-based company. They literally lied about what fireplace vent I needed, but I still went ahead on purchasing two co-linear chimney vent caps from them online. 48 hours later, I finally get a notice that my order had been shipped. Three days later, only one arrives. I have installers coming the following day so I called and spoke to Tom in customer service and was told it would take 48 hours to track down my missing parts. Three days later I called back and was told it could be another 72 hours to track down my missing order. 48 hours - and 12 days since I placed my order and still missing a cap and still no answer on when it's going to arrive. Do better folks. Amazon, Granger, We Supply Trades are running circles around you guys. If you can't figure out eCommerce, then go back to retail.

Quick shipping and quality products.

Very responsive,Josh does a great job…

Very responsive,Josh does a great job woul buy again for sure

Damaged fireplace, refuses to fix the issue

Initially my experience was great - I purchased a Superior wood burning fireplace, the salesperson was very helpful, and I was looking forward to getting it installed. Unfortunately the fireplace had concealed damage which by the time it was discovered (only 7 business days later) they claim was past the deadline for them to do anything about it...besides give them more money and buy a replacement part and tell me that people discovering damage "too late" is one of their most common issues. To Andrew Ingram: for a company that is supposedly faith based, you are doing a terrible job leading and modeling that. Your customers are average consumers, DIY'ers...we are used to buying what we need for a project, studying what needs to be done, and starting the project 15-30 days later. To hide behind this 2-5 business day rule is absolutely wild when your own staff acknowledges that this is a common problem. At least I only bought the fireplace as I was going to do the chimney install at a later date and I will be ecstatic to give that business to a different company...assuming this twisted piece of metal with cracked paint is even salvageable.

Helpful directions and suggestions!

I called the customer service with the measurments of my fire box as directed by their measuring video. My representative was very helpful and helped me chose the log, burner, and method of starting the flame. I was confident that I had made the correct choices after she directed me to my final order.

Took my money and couldn't deliver

Took my money, used a shipper that didn't have box trucks to deliver to rural areas, and now are claiming they have to receive the merchandise back which I have no control of to provide a refund. They had every opportunity to find someone who could delivered and decided it was too much work. Poor customer service. Refusing to take my calls.

Easy to order and tech was really…

Easy to order and tech was really helpful.

Great high quality product and superb…

Great high quality product and superb customer service!

Frustration

Honestly, it is extremely frustrating ordering what seemed like THE only fireplace grate that wasn't on a Black Friday discounted price. Then, when I spoke with someone supposedly in leadership, they were about as non understanding as one could get in customer service. Hey, I am glad I found a perfect match in size, color, and quality for what I was looking for but frustrated that there could not be some type of goodwill given or even attempted. Especially since I was promise by a Woodland rep on the phone 11/24 that I would have my grate for Thanksgiving.

Save your money

The burner and logs look nice but they dont give off any heat. As in zero/nada/zip. This is an outdoor burner which was installed by a professional and then we had another professional come out to see if there was something wrong with the installation that caused it to give off no heat. We then replaced it with a burner that was 1/5th the price and are getting tons of heat off that new one

Wood rack cover

My old cover for my wood rack needed replacement. I called Woodland Direct, had no idea if that was where I got my original cover. They found my old order from 2012, 13 years ago and placed a new order!

Terrible customer service!

I bought a vented system should have bought a ventless system

I bought a vented system, and it does not heat the room very well. After 1 month, I am getting rid of system and buying a ventless one. Woodland wouldn't even give me a discount!