36 Inch Heritage Rack: Bad Design, Bad Woodland Direct Customer Service
I ordered the 36 inch Heritage wood rack from Woodland Direct and when I assembled it I learned that it can be set up for two widths: the 36 inch width as pictured on the Woodland website, and a 23 inch width. I set it up at the 36 inch width but when I loaded in the wood, the left and right sides of the rack collapsed because the cuts in the steel at the connecting points with the frame are not deep enough to support the weight of the wood. I ended up setting it to the narrow width and it's fine but if I wanted a 23 inch rack I would have ordered a 23 inch rack. When I called Woodland customer service, I was told that I would need to pay the shipping costs for the return, and that a team would determine whether to give my a refund because the product was now "used," and even if they did issue a refund it would be minus a restocking cost. I commented that it wasn't until after "using" the product that I learned it didn't work but I got a him-haw reaction for the person. I followed up by saying if I returned the rack and they decided not to issue a refund, I would then have to pay to get the rack shipped back to me and got another him-haw reaction. This is all the more aggravating by the fact that when I initially called to make inquiries about their products, one of their customer service people hounded me by phone to try to get me to place an order and I finally had to tell them to stop calling me; when I was ready to order, I would order.