Woodland Direct Reviews

Ordered two fireplaces and had to exchange many months later. The customer service reps were extremely helpful walking me through the return and picking out the new ones. Answered a bunch of questions from my contractor and the lead times were much quicker than expected.

Ordered a $650 fireplace cover with screen and bi-fold glass doors in December, 2020. Received an email the next day asking me to take pictures of my fireplace and reconfirm the size needed as the email stated "each one is custom built and they need to ensure the correct size". I complied with the requests. Fireplace cover arrived and when I attempted to install it was 4" to tall and 6" to wide. Contacted the company and after 4 direct discussions with a "Customer Service Rep" and a continuous run around they finally told me take more pictures to prove it was the wrong size. A month later they agreed that the fireplace cover was the made incorrectly. I eventually got the replacement six weeks months later and it too is the wrong size, and the screen doors fell off when I picked it up to install along with one of the glass bi-fold doors due to the connecting pin being too short. However, this time dimensionally it was just too tall so I ended grinding on my custom built rock fireplace to make it fit because I knew that Woodland Direct would not help with this as they are clearly inept at customer service.

It is of average quality with below average workmanship. Will definitely buy from any competitor but them for my other homes. Do not spend your time and money with this company as both or too valuable to waste on a company like this.

Todd Sellmer

Easy of order

Madeline at Woodland Direct helped us figure out exactly what the custom measurements needed to be. She very quick in getting it done, getting back to us, and just lovely to work with.
I just placed the order so this my experience to date.

Extremely disappointed. We purchased a fireplace heater tubes and blower. Spent 767.44 to be exact. We received it the first of Nov 2020 and by February 20th 2021 during a ice storm that took out our entire towns electric we found that one tube already had a hole burnt through the top about the size of a quarter! 3 months of use for almost $800.00. Please do not waste your money!

I was very disappointed in the electric fire place I brought. The heating source is not good at all it's really only for show if I would have new this I would never had brought this I'm thinking about returning it due to the poor qualit!

Great place to find all things for a gas firepit.

Great information, videos, and data. You all make it easy - thank you!

Ordering is easy - though scrolling though fire pits - annoying that it always goes back to the first page instead of where you left off. I have been ordering for several years and expect about 2-3 years out of each fire pit. The pits rust badly and the screens have a very short life span. Also, wish replacement screens could be ordered that are reasonably priced. Overall, the fire pits are pretty good quality - a little more durable then the big box store brands that are flimsy. Just wish they lasted longer! Even with a cover, the bottoms rust out in the harsh northeast weather.

WOULD LEAVE ZERO STARS IF I COULD!!!!!
A business full of SCAM ARTISTS! Placed an order for (7) heaters, received a tracking number for (2) heaters, the tracking number shows material returned to Woodland Direct at their direct, meaning it never shipped.
We were charged for (7) heaters, no one will return my calls or help me with getting a REFUND for the almost $3000 in material.
This place deserves to be sued and shut down! Absolutely disgraceful!!!!!
*EDIT* This review is the ONLY way, I was able to get any help. After at least 10 phone calls. What a joke. Thanks.

I ordered a 42 in Montigo Fireplace on 8/31, the incorrect venting was sent. Took a month to get rectified with correct venting. Once installation was done, the fireplace would not maintain a flame. Customer service in rectifying this has been a very subpar performance to say the least. No one has the correct information from phone call to phone call, When asking for a specific person- the calls are redirected to avoid them having to answer my call as their are "not on the phones" replacement pieces were sent, and installed. I still do not have a working fireplace. I have paid nearly $8,000 and almost 5 months later i still do not have a functioning item. I would discourage anyone from using Woodland Direct in the future as i have not even received a return call for 14 days since my last call. I do not know what it will take to get this resolved and they do not appear to have any interest in resolving either.

Purchased a gas log set (Flint Hill by Empire) Dec 2018. No issues with order or delivery but had major trouble getting pilot to light. After endless attempts and literally holding in the button for 45 mins it lit. Had to leave pilot on all winter because of difficulty lighting. This is TX where we have 80 degrees some winter days. In Feb 2019 had to get a new pilot assembly. Didn't put it on till Nov 2019, again this is TX, no longer needed it after it arrived. New pilot assemble made it a little easier to light, only had to hold in button for 5 or 10 mins. Again left it on all winter even on warm days. Now have been trying to light since end of Nov 2020 and it will not light. Have contacted numerous people at Woodland Direct, none of which could help me but would have someone call me. And they have called a couple of times, in the middle of the morning while I'm working. I have left numerous messages asking them to call at specific times so I could talk to them to no avail. I purchased this log set from this company based on solid reviews and have been very disappointed. This set has a 5 year warranty but what good is that if they wont replace it? We had our propane company check our lines and based on misinformation, from the driver that did the checking, we paid for an entire new propane tank and line to be ran. The technician informed us there was nothing wrong with it, after we had already paid and it was finished. He is the one that checked our log set and said it was the pilot assembly last year. Now we believe it is the valve. We are in our 60's and have grown up with propane heaters and logs so are not strangers to these devices, so it is not user error. I just want to be able to burn this set for the few weeks we need it in our TX winters!