Customer ReviewsforWoodland Direct, Inc.

I recently purchased a propane gas burner and log set manufactured by *************************** and sold by Woodland Direct. Upon installation and use a sooting issue became known. I read the manufacturers ********************* Manual Troubleshooting guide and found six possible issues that could cause sooting. Of the six I found one and was related to the air mixer and made that adjustment and helped. All other suggested issues did not apply. The sooting remained. My own research was that the sooting could also be caused by the gas regulator that is attached to the burner by not allowing the proper pressure of gas to flow to the burner. Testing was performed and found that the regulator was defective. I consulted with a support technician with ******** and provided him with the measurement tests of both the supply line and of the regulator along with supporting photographs and he concurred that there is an issue with the regulator and he instructed me to notify Woodland to make a warranty claim and provided a claim number that was to be used by Woodland for placing a claim. I notified Woodland and provided him with the same information and photographs and claim number. The issue became when the support technician of Woodland would not acknowledge that the claim was being made due to a defective part of the burner system that would be covered by the warranty and was only going to submit a claim for the burner unit to be tested even though the ******** technician acknowledged the regulator is defective. I can only surmise his reason was to avoid having to incur the cost of the repair and the shipping cost of the entire burner. I decided that I will have the repairs made locally at my expense ($30 plus installation) knowing that doing so could make the warranty ineffective, but what good is a warranty if the responsible parties won t make good on the warranty?

I bought a fireplace insert from Woodland Direct. Everything went fine until I installed it. It did not work. I could only talk to the sales person to troubleshoot which was useless. I was not getting power to the control module. After a few days of this he contact tech support who sent me a new control module which took a week to get to me. I thought that they would send a power module since I had not power. I replaced it and still have the same issue. I called them and the *************** up on me. Then I called again but he didn't answer and I left a message. I just received an email saying they will replace all of the electronics!

We ordered a custom hearth pad from Woodland Direct for $800 in December 2022. The hearth pad was arrived damagedtiles broken and grout crumbling. The company offered to replace the hearth pad for an additional $400 on top of our original cost citing our delay in inspecting the product. However, the delay was not our fault as the company delayed delivery of the product We believed we were purchasing a top-of-the-line product that would be packaged securely and delivered in new condition. Unfortunately, we feel the materials and construction were sub-par, and the packaging materials were completely inadequate, leaving the surface of the hearth pad exposed during delivery. In addition, the customer service we received was disappointingthere were many emails exchanged before any clear offer was made to us to remediate the damaged product. Woodland Direct argued that our inability to inspect the product in a timely manner was the reason they could not warranty it, but this was due to their delay in the delivery date. We were out of town when it was delivered. If the hearth pad had been delivered within the time frame the company agreed to when we purchased it, we would have received and inspected it ourselves. We were disappointed with Woodland Direct and do not recommend this company.

I'd give zero stars if possible. **** was the least helpful service person I've ever dealt with. Over priced garbage.

Nothing but problems and delayed responses from customer support. We purchased a 36" ********************** Vent Fireplace - got it installed...then problems started to appear..1. We ordered a 8 piece log set .. and they sent a 6 piece log set and the main log set was broken. I have tried working with the warranty department ..of which they sent the logs ..but was always broken upon receipt. I had to keep asking them to send new logs .. and only after the 4th attempt .. were they able to not only send the right logs ..but they came in tact (unbroken).2. As part of the log set, it should have included Ember rocks which glow under the rocks... even after then sending the logs 4 times .. not once did they include the ember rock kit that should have gone with the order. They kept sending the soft embers which was NOT on my order.3. Once we had the fireplace started .. it was starving for oxygen. We had the installer check the fireplace and had no blockages with venting. Apparently the fireplace needed a different outside vent which was never mentioned when we first bought the fireplace - and now even during a cold winter blast .. we have the fireplace installed .. but unable to turn it on because we are waiting on WoodLand Direct to get back to us.Horrible Experience!!

We remodeled the 1st floor in our home. We purchased a mantel from Woodland Direct and expected to receive what we had ordered and paid for. Our home was under construction and the fireplace was the last thing to go in. The mantel remained in the box until it was to be installed. Once the box was opened we saw the damage to the one side of the mantel. I contacted Woodland right away and was told I only had 4 days to return it or make a claim. Well with the way things are now, you never know when things ex. appliances will arrive. So we ordered things as the contractor told us we needed them. So yes, it was about 6 weeks before it was installed but it stayed in the box. We never unpacked it so it wouldn't get damaged. I feel 4 days is ridiculous. Very disappointed and want to warn others.

This is the first review I have ever gone out of my way to write about a company. It has been incredibly painful experience and felt the need to share. We ordered from them back in august. Provided the measurements and were assured it would fit our system. Paid someone 300 dollars to come out and install. It did not in fact fit. Sent emails, called left messages, no responses. If they did respond action was never taken. We were assured we'd get the new item in time for the holidays. Finally got a hold of them when it was coming up. Order never got submitted even though we were assured by multiple people. Finally received 6 months later our second fire ball set. They ordered the wrong color. We had to return again another very painful experience. Then third times a charm- again after weeks of us following up finally re ordered the right system. Just had someone come out (another 300) for them to tell us the item was faulty. 9 months later- no resolution, no action, no apologies, and 600 dollars poorer than we started from originally (again no offer for discount based on monies spent to their mistakes). I work in customer service and very understanding of our current environment. My husband and I have had to take turns following up and sitting on hold because it has taken up SO MANY HOURS out of our life to try to get this resolved. There is still no resolution- we have been told now after calling again to submit an email request which I have no confidence we will ever come to a solution at this point.

I bought an electric fireplace. When I turned it on I realized it did not provide heat. I boxed it and tried to send it back to switch products and they told me I could not return it because it was unboxed and plugged in. I used the fireplace for 2 seconds. Absolutely no return possible.

I ordered fireplace doors by Design Specialties from Woodland Direct. The Woodland Direct representative answered all my inquires quickly until I placed my order. Then, I tried many times to contact him and Woodland Direct and could not get any reply whatsoever. I resorted to calling Design Specialties, and they were very responsive, even though I did not make the purchase directly with them. I recommend using the Woodland Direct web site to peruse options, but make your purchase directly with the manufacturer, not Woodland Direct. Their customer service is terrible, non-existent.