"I had not done business with Woodland Direct previously, as was very impressed with all aspects of my recent purchase. From the initial phone call to customer service, through receiving the product I ordered.

It is nice to find that there are companies that follow through with the things that they project, and say they will do.

Thanks,

A very satisfied NEW customer"

"My experience worked perfectly. I needed a new grate in a hurry for our family Christmas celebration, went online and found Woodland Direct. The transaction was simple for a technically-challenged old man and the grate arrived quickly. I couldn't be happier. "

"Beautiful product HOWEVER.....
One log arrived broken on delivery and remote receiver smoked and burned out the circuit board on second use.
Rather than send out replacements immediately, we have been told we now have to go through the warranty process before they will send anything out. So a product damaged during delivery is considered our problem as well as the receiver smoking which could potentially have been a serious situation had we not been home to catch it. So, in the meantime, we have an unusable product until it is determined whether or not the issue 'qualifies' to be covered under the warranty.
Customer service does not follow up with us, we have to keep calling them to inquire where things stand.
Not happy at all with the Customer Service."

"I ordered a (Fan Style) Fire Screen. It arrived ahead of schedule, it's a perfect fit and it will add to the comfort and appearance of the living room all through the year. Thank You!"

"I am unsatisfied with the lack of information I have received on my order. The only communication I have received is the order confirmation. I place the order base on the information I received from the sale staff member who told me the configuration was a stock item and would ship in three to five days. Eleven days have past and still no word. I talked with Jason whom was to check on the order and still nothing. "

"What A nightmare the sweet voiced customer service rep said send it back for a full refund. I had to pay the $300 shipping but I was willing to bend that far.
But they refused the shipment and the shipping company has sent me a bill for the return shipping. They said I should contact the shipping company because of damage in transit. But the photos showed no "damage" except for a small scratch where a steel pin slides over a painted surface. This was likely caused by removing the glass doors, which were very tight, when I first examined the fireplace. This is one of the several design flaws in the unit.

So I am out $2500 because of a scratch that 5 CENTS OF TOUCHUP PINT WOULD FIX. I believe that any reputable company expects to have to do some small amount to refurb on returned units. What if I had removed it from the pallet and tried to light a fire. The amount of refurb would have been 10 times as much.

Ordered a gas fireplace which their web site rated a 80% efficiency. Prodigy Peninsula B-Vent Fireplace I receive the order promptly and in good condition. Unfortunately this model on further research is not capable of high efficiency as it uses room air with no way to close the flue even when the fireplace is not in use. I measured the air gaps in the firebox for this 3 sided model and over 50 square inches of opening is open to the outside thought my 2 story 6" flue 24/7. Other sites selling this model rate the efficiency at 0%. I called to inquire about an upgrade package that would close the flue. they said that there was none. I believe that since the false rating was the reason I bougth the unit that they should pay for the return shipping.

Company responded to my email offering no help whatsoever. If they are confident that the freight company will pay the bill then I have offered to assign my rights to them. They put the customer in the middle when they are the only ones that could actually bargain the their carrier. They have the unit they have my money. The problem I have is that judging my the picture of the fireplace it is not dammaged. Except for a small patch down by the door pin where the paint has flaked off due to a manufacturing defect. Properly applied paint does not flack like this.

As for them claiming that their B_Vent fireplace is 80% efficient. The claim is laughable as the unit uses room air with no way to close the vent when not in use. The PDF owners manual makes no claim of efficiency nor does it show the large half inch air gaps next to the glass."

"Watch out for the free shipping; it is not free! You will get hit with a 68.00 dollar liftgate fee. Whether you need it or not. My stove was a week late, The free delivery broke down three times. Then the stove sat fifty miles away for another four days. If you need your stove, pick it up at the store or buy it somewhere else! I ordered a wood stove because my furnace was failing. It failed the day after the stove was supposed to be here. Nothing like twenty degree weather to make your day. Thanks woodland direct! Pass on the (free) shipping. If you need shipping go somewhere else! i didn't save any money, after having to pay liftgate fees and buying electric heaters while I wait for sign of delivery? Not a good deal!"

"Placed an order on-line nearly 3 weeks ago. Have not received my product ($1300 worth), called last week requesting information on my order, they said they would get right back with me, no response. Sent and e-mail yesterday asking for an update, no response. Not very pleased with this company."

"We were thrilled with the speed that the order was received, and the glass fit well, but within an hour of building the first fire in our wood stove, the glass broke. Very disappointed :-((("

"I placed an order with Woodland Direct because the prices seemed fair and the turn-around times listed on the site seemed fast. The product I ordered said it would be shipped in 1-2 days. I ordered on 11/12 and needed the product for Thanksgiving - 2 weeks later. After placing my order, I got a confirmation email that said I would get a second email to confirm when the product shipped. Ten days later, no product and no email, so I call. Apparently the product was on back order, but no one told me. So I wait more, and still no product. I call again - now having missed Thanksgiving - and am told no later than the following Monday. That Monday comes and goes with no product. I call again. Finally I am told that the freight company has the wrong telephone number. All the while, Woodland Direct makes no effort to compensate me or do anything other than offer apologies. To their credit, the freight company felt bad and made a special delivery to me on a weekend because they felt bad hearing my story. I'd use that freight company again, but not Woodland Direct. I'll tell them what they told me: Sorry."

"Great! the product will be a gift for my dad I am sure he will love it! Thank you!"

"This is an edited review from my previous horrible review of Woodland Direct. Briefly, I received table top heaters that did not work properly, I returned them and have had no luck in receiving my credit and experienced serious issues with their customer service.. The communication turned quite negative....UPDATE .....I received a call this AM from management ( Mr. Bill Long) and he was very understanding and helpful and is processing my credit as we speak. He apologized for poor customer service but in retrospect, I think tempers flared and we are both somewhat responsible for the communication breakdown. I am happy with the result of this dispute and after speaking with Mr. Long, I would indeed do business with this company again. After much angst, it ultimately was handled well.


"

"Terrific. Items as discribed and shipped quickly."

"Poor customer service,price was higher after I shopped other stores-too late to cancel,totally missed one item on my order."

"I'm sorry but I did not have good results with the fireplace heater. While it fit snugly into my small Zero Clearance fireplace the space it took up required a smaller fire offseting the improved heat transfer effect. I noticed that used units could not be returned. As using the unit was the only way to verify its usefullness I was left with your claims for information and they did not work in my case. So I am stuck with a $269 unit that has been used, therefore not returnable, and is useless to me. I my understanding is in error please call me at ***-***-****."