"I spent lots of time researching the components to make a fire pit table and decided to buy what I thought was the best. The customer service people were nice over the phone so I choose Woodland Direct. From that point forward it was a dissapointment. First I asked for all the parts I would need to get the gas from the propane tank to the burner for 2 burners. I build an original two tier two burner table. It came with one gas line that allowed me to move gas from the burner to the key valve but not to the tank. The second burner had zero gas lines. So in the midst of this pandemic I hesitantly went to ACE hardware to buy the gas lines but I also had to buy 2-3 other adapters for each burner to make everything fit. That was dissapointing considering I must have asked 5 different people what I needed to order. Then it turns out the $500 Bobe burner that was supposed to produce 50% more flame than the $250 burner actually produced 20% less. So why did I spend so much if it produced a smaller flame? All in it cost $899 for their products and $3,250 for the entire table. On top of that the cheaper burner was still expensive compared to others. I am a stickler for detail but both pans that hold the burners were not flat. They didn't rest flat on the granite. I can squeeze a quarter under 3 or 4 spots on the pan and that bothers me. I am no expert with fire gas lines but my brothers who live 1,000 miles away and have installed gas lines at their businesses said it was easy to install. When I asked for instructions from Woodland Direct I kept getting conflicting information. In the end it all looked great except the Bobe pan had a flame that came out of the sides of the pan and undere my tabletop where I store the propane tanks. This appeared dangerous so when I called them they had me send a bunch of pictures over and in the end they didn't know exactly what was going on. All along I was going to hire a professional to inspect my work. I didn't build this on my own because I wanted to save money. I built it because that is what men do. I love building things and have gutted and rebuilt 4 kitchens over the last 15 years all by myself. I hired the best gas line/fire pit builder in the city who had built a 90 foot fire pit at my very expensive golf club. He was brilliant. He told me that the pan which had 80 or so holes in the side was designed for natural gas and not heavier propane gas. He sealed up 95% of the holes with metal tape and told me to buy a new pan when I had time. It worked great after that. He also mentioned how much of a waste of money a BOBE burner was. This inspector was not cheap either. I then called Woodland Direct and a month later they still don't have a clue. They just kept saying that pan needed venting but the rational didn't make sense to me and it was the opposite of what the "expert" told me in person. So I hired another fire pit builder who said the exact same thing. So who do i trust? The two experts who came to my house and have built hundreds of firepits over the years or some guy who answers the phone? When your dealing with something that could blow up....maybe you should know more about the product you sell. Granted they told me to pay a professional to build it but the reality is I wanted to build it and my attention to detail on this double tier fire table that I wrapped the upper level and lower level with beautiful stacked stone was childsplay. Adding the gas lines appeared easy......but in the end I think I did the right thing by hiring not one but two experts who told me it was perfect...with the exception of the pan. So I recently bought a new pan....from another company. In closing the people on the phone were very nice but being nice isn't what I needed. "
"They would not refund the money to the credit card that was used for the purchase of parts that were returned to them for credit. Instead they said they would send a check. Every time I have spoken to them for two months, they say the check is in the mail. There has never been a check. If I were in their area, I would sue them for 175.76 that they owe me in small claims court. Parts were returned in January 2020. I put a phony invoice in because my dealings with them have been so bad that I do not have the original invoice. When I spent $2000 with them on 10/28/2019, this is totally disgusting and dishonest."
"I ordered a ventless fireplace. I live in area where it was cold. No-one from Woodland told me ventless are dangerous in a cold area. We got it to our place and the heating installers refused to install because they are dangerous in our area. I called to have them sent back. I was told I would get a good deal on shipping. They charged me $598.25 for shipping and then took back a discount they claim I was given for $200.00. a They told me this was a deal since I was going to buy from them again. I had no idea they were going to take $700 out of my order. RIPOFFS!. I would not buy from them ever again. "
"They sell the Drolet Austral for $2,100. Everyone else has it for $1,100 to $1,200. That quite a difference. When I called them to ask about this, their "world class expert" (their term) said the other stores "must be buying the stove by the truckload". Yeah, I guess so."
"In fact, I feel hoodwinked. We paid almost $800 to give this to each other for Christmas. I ordered a custom screen with doors. The size was fine, but the quality is terrible. It falls over when you open the doors, which negates the whole idea of doors. Customer service does not return phone calls so there is no way to get help or satisfaction of any kind. They inexplicably sent parts that were meant for a glass door. The wire mesh of the screen is unattractive. I would not buy anything from this company. "
"ordered $300 worth of pipe I needed. waited 1.5 weeks for information. nothing. finally contacted them and it would be another 2-3 weeks before it shipped. items were not on back order or being produced as I was told but I was completely unsatisfied with that. asked to cancel the order and was told they could. Stilllllll waiting 3 days now to hear from them on cancelling the order.... now I got my money **** with them... the website is clunky as I've read in another review. doesn't tell you if stuff is in stock or has to be produced. doesn't tell you if the pipe fits with other maker's pipes. hard to guide through.... I will never deal with them again...."
"I was amazed at how hard it was to locate a place to buy new gas logs. Once I spoke with Paul Vultaggio, I knew I was working with the right person. Paul expertly lead me through processing my log purchase decision, being patient with my myriad questions. I just finalized my order and am grateful to have found an authorized Real Fyre reseller that I can trust!!! Can't wait to get my new gas logs installed!!"
"Honorable post-sale customer service. Clunky website. "
"The coustmer service is amazing. We ordered our Empire Boulevard ventless gas fireplace and received it as quickly as requested. Are having it installed this week and are anxious to see that it looks as amazing in our home as it did online! Thank you for a great experience so far!"
"Very bad customer service ordered a chimney damper and it didn't fit so I wanted to return it The product itself is not damaged and is completely resellable other than minor cosmetic scratches From sitting on the flue. And this is what I got it response.
We will be able to accept your return as credit toward a replacement order to get you the item you need. If you will not be reordering, unfortunately we will not be able to take the item back as it is not sellable.
They dont carry the correct size"
"The item was on backorder but they didn't say that on their website. Took a month to get my damper/cap and when I got it, it had just been thrown in a box, no packaging at all. It arrived with a lot of scratches. "
"I ordered the Catalina Fire Pit 60" (https://www.woodlanddirect.com/Catalina-Fire-Pit-60) because the website stated "Ships Within: 2 to 3 Weeks." It's now seven weeks since I placed my order and I do not have a delivery date. Very disappointed with how long the process takes and lack of communication from Woodland Direct. "
"company clearly doesn't care about their customers, weeks of problems, read up on yelp"
" I custom ordered the Thermo-rite Tuscan fireplace doors from Woodland Direct.
(https://www.woodlanddirect.com/Fireplace-Accessories/Rectangle-Fireplace-Doors/The-Chateau-Collection-Tuscan-Fireplace-Door)
They appeared to be in good condition on arrival. Our caretaker installed them and they looked great. I read through the instructions and slowly acclimated them to heat exactly as directed. The first use, I did not close them until the fire had died down to embers. Upon closing, the doors began to emit loud metallic banging noises. It is very unnerving. I called Woodland Direct the next day and the rep I spoke with informed me that the doors are not designed to be closed while a fire was going! I reviewed the instructions, which stated, "For best results, start a small fire that will allow the tempered glass to heat gradually. Leave the doors open slightly during the early stages of the fire to help them warm slowly. The fire should be kept at least 6” to 8” from the glass doors. Close the doors when they are warm." I returned to the Woodland Direct website--which depicts a cozy fire behind closed glass doors in every picture! I emailed Woodland direct back and no reply. It wasn't long before the doors began the loud obnoxious clanging even with the doors open with just a moderate fire! Now, somehow the latch on the right hand door has shifted and the door will no longer click shut and sits crooked. What a waste of more than $1500!!"
" Purchased a fireplace three months ago. Due to ongoing construction was on able to install right away. When finally did get around to opening packages everything was damaged. I assume this was due to the shipping company? That being said woodland direct stood behind my purchase and replaced all the items. Thank you so much would highly recommend you to friends. "