"This has been a terrible company to deal with. Like others I purchased a fireplace screen that showed "in stock". I later get an email stating the item was on back order until the end of May. Of course, Woodland didn't hesitate to charge my credit card immediately (many merchants will wait until the item has shipped). Regardless, the end of May came & went and my item never came. On June 7th, I sent an email to customer service and I left a voice message asking for an update and tracking number. I was assured that my item would ship by the end of the week. Once again, the end of the week came & went and nothing. I waited more than another week and on June 16 - six weeks after my order, I finally reached out to woodland AGAIN with the threat of contacting my credit company & charging them with THEFT - because selling someone something and not sending is theft.
Finally they sent me a tracking number - the item should have been received weeks ago.
Shopping with this company isn't worth the head ache, there are too many companies selling the same product to put yourself through this, they lie, they don't follow up. It's terrible."

"It isn't everyday that what you get turns out to be what was promised. I bought a heavy duty 8' Woodhaven firewood rack. It was, as advertised, heavy duty and went together in the 30 minutes quoted. It carried the full compliment of wood without sagging or groaning. In fact, I keep looking at it and feeling almost uncomfortable that I don't have to worry about it - seemingly like everything else in this world. At the end of the day I have to admit that I'm proud of myself for making such a smart purchase!"

"I purchased a 4' Lutyen - Black Lacquer bench on a Sunday evening it arrived Tuesday . I was amazed as to how quickly i received this bench , considering it was shipped for free via Fed Ex . I praised WOODLAND DIRECT for how well pack the package was inside .I am so very pleased with my bench and so are my neighbors. It is a very high quality sturdy bench and the price AMAZING. The only downfall is the Instructions , the instructions should be color coded . It was very hard to follow the instructions written all in black. Thank you for your EXCELLENT service WOODLAND DIRECT. Lee Ann.B"

"Truly one of the worst experiences with a merchant. The shipment arrived with no instructions, no packing list, damaged parts. When we contacted their "technical" support desk, the only guy that could help us wasn't there. My licensed gas fitter was unable to decipher the motley collection of parts that they shipped. I was finally granted a return authorization (after 5 days), we shipped everything back in original packing. Nothing had ever been installed, only removed from the box, and then put back in it. I paid $129.39 to ship the stuff back, making my total outlay $584.39. The merchant is now claiming that parts arrived damaged from incorrect installation, even though they were never installed in anything. I have been granted a partial credit of $261.00, which leaves me out $323.39 for my experience with Woodland Direct. This has been a woeful experience from start to finish, avoid doing business with them."

"My experience with Woodland Direct has been a nightmare, and I do not recommend buying anything from them. They have come up with every excuse in the book to NOT issue a refund for the unused fireplace screen I returned (which I had to pay the shipping for again). I want my money back Woodland Direct!"

"Woodland Direct was extremely easy to work with. I found the items that I thought I needed. When a chimneysweep came to the house, he told me that the grate I purchased would not work. Thankfully, I had not used it yet.

When I called to make the return, I misunderstood the return policy. I thought it would be acceptable to start the return process on the 30th day after delivery. Apparently, it should be back to them within 30 days. Without skipping a beat, the customer service rep gave me a few extra days to get the grate back to them.

Long story short, they accepted the return, and I have my money back.

"

"On 1/17 I placed an order of an outdoor faucet through WoodlandDirect website. http://www.woodlanddirect.com/Outdoor/Faucets They promote the faucet through the internet that they have the item IN STOCK.I needed the item urgently and that is the reason that I placed the order from them. After not hearing from the store for awhile, I inquired about it and got the following replied on 1/31:

"The item on your order usually ship within 4-6 weeks. As a general rule, standard ground shipping takes between 5-7 business days to arrive after the item has left the warehouse. For orders with multiple items, it is not uncommon for you to receive each item separately as items often ship from different warehouses. Some of our items are “made to order” so the time prior to shipment may also include the manufacturing time."

On 1/31 I replied:

"Please note that your website advertises that the item is IN STOCK. Would you call that deceptive advertising (review the below)? I was going to order the item from another website but changed the order because the website states that the item will take 4 weeks to arrive. However your website advertises that you have them IN STOCK. I need the item inmediately because my contractor will not wait for the item to arrive in 4 weeks.I ordered the item from you because your websites advertises that you have the item IN STOCK."

On 2/1 I got the following response:

"I do apologize but our webiste states that they ship from the warehouse in 4-6 weeks. This is due to the fact that they are not cast until the order is placed. Each one is individually cast. The website does clearly state the ships time."

On 2/2 I replied:

"What does IN STOCK means? It means that you have it in inventory and able to ship out when the order is placed. Again, your website is deceptive and it needs to be corrected. And I need the faucet immediately. I ordered the item from your website because it clearly states that you have them IN STOCK!!!!!!!!!!!!"

On 2/3 store replied with the following:

"The molds for the items are in stock to be cast when the order is placed. To manufacture your item and ship it the "ships with in" time is 4-6 weeks. I cannot ship you the item until it is completely made. Once it ships you can allow 5-7 business days for delivery. There is no more that we can do to hurry this along as we do not have it completely cast yet."

As you can appreciate from the last email from Woodland, they finally acknowledged that they are advertising the item as IN STOCK. HOWEVER, IN STOCK means to Woodland that the MOLD of the faucet is IN STOCK but not the faucet......??? In legal terms, IN STOCK means a supply of goods kept on hand for sale. I find this company highly deceptive, deceitful, dishonest and out of line. It is not acceptable.

The faucet in question is made by Whitehall Products out of their factory in Mexico. Every dealer in the internet advertise the product as made to order item. Woodland Direct promotes it as an item they have in stock. I guess to gain the advantage in orders.......I am one of the victims. It is so deceitful, dishonest and UN-AMERICAN way of doing business. And it is not right.

May 23, 2011

I see that WoodlandDirect has decided to apologize after I reported this matter to the BBB and other venues. Unfortunately for me, I had to pay extra to my contractor because I did not receive the faucet in time. If you are to stay in business, please check your moral compass once in awhile. What your company did was misleading and deceptive in order to gain advantage. PERIOD

"

"Got my ethanol fire place yesterday 31 January 2011, and I am very satisfied with the quality and design of this unit. I selected the Belgrade hanging unit and it perfectly fits my decor. My only complaint was the delivery time, but otherwise this is a good product! Yes I would recommend friends and family to check this out. "

"Very, very disappointed with this company. I placed an order from the company chimney configuration page. It automatically configures your parts based on customer imputed information. It said it was a cathedral ceiling kit but sent an 11'' support box. The space between ceiling and roof is 12'' on cathedral ceilings. ??? I called to get a 36'' support box instead and explained my issues with the auto configuration page; also the wrong description that said the box is 12"X12"X11" when in fact it is 14"X14"X11". They didn't want to give a full refund for the box because it was part of the "kit", and after much resistance, offered a partial refund and I ordered the new box for another $120. I shipped the 11” box back and never heard from them again. No phone call, no email; nothing. I called and was told the box was scratched in shipping and no refund would be given to me. I said send it back then, and they told me to report to Fedex and they will hold it for 30 days for inspection. Now I'm out the box and out the shipping to send it back. The websites a joke and gives poor and false information. Over $1000.00 spent with them. Never again. The auto configuration kit also gives you parts not needed like attic insulation shield. This is the same kit I could have gotten from Home Depot but on woodland Directs website they show a picture saying "Cathedral Ceiling Kit, with a picture of a box that says woodland direct on it. Very deceiving, makes you think they put the kit together. If they placed the actual picture to what they were sending I would have realized it was the home depot kit and not purchased it. Now I'm out $200 in unneeded parts and shipping costs, next time I'll buy local."

"We were looking for a fireplace door/insert for our living room to match the one in our hearthroom. Were happy to find one very similar through this company. We received it a couple of days ago. Upon installation, we noticed that the handles on each door are in different places. It appears that whoever drilled the holes for the handles ended up drilling one of the holes on the opposite side of where it should have been. Considering we paid $1,000 for this door, we definitely expected more accuracy than this. Not impressed and will probably not order through Woodland Direct again."

"Woodland Direct was a pleasure to do business with.
Sales rep Randy was very patient and helpful. Your company was the only one that responded to my inital inquires regarding replacement doors - need 2 + screens/curtin assy. Even after I had made a mistake in description and one of the doors didn't fit - the return and replacement was prompt and handled very smoothly. I paid return shipping (expeted) and that was all - I received replacements before I had time to sent back what didn't fit. Truely a company that puts service foremost. Highly recommended. Product quality was excellent and as described - installation easy
Thank You Woodland Direct
Mark Miller, Arlington, WA "

"Still waiting for dilivery. The fire grate I ordered was listed as in stock. Two weeks later I call and find out it is on backorder. No call or email from Woodland letting me know this. This item is still listed as in stock on their web site. Very poor customer service. I was told item will ship at the end of the week 21 Feb. Any bets? I will update when/if the product arrives.

UPDATE: The very next day (18th) I received notification my order was fulfilled. The gate was dilivered on the 21st. So what happened?
A) The order was backordered and I called the same day Woodland received the grate? Possible; their website was never updated to reflect it was out of stock and the weather across the US was snow and ice.
B)The order was never placed untill I called
I will give them the benifit of the doubt and raise my score from 1 to three stars. If you do place an order from Woodland, keep watch of your ship date. You should receive an order fulfilled email.
"

"Would not order from this company again? Ordering went smoothly, but delivery was a nightmare. When I ordered the stove, they advised that it would be shipped within 5-7 days. It took almost 20 days. When it finaly did ship it took over a month to receive.(expecting deliver today 1-4-11)I had emailed and telephoned on several occasions and could either never reach anybody or they just never responded? When I did reach someone they were not able to answer any of my questions and advised someone would call me within 48 hours? I just received thier call back today 1-4? Thier customer service is horrible?? Would not recommend!
Mike"

"I'm very dissatisfied with Woodland products and service to it's customers. I purchased the life time grate and after using it apx. 6 times it bowed so badly it was touching the ground. After a call to customer service for a replacement, i did what they asked and was told another grate would be shipped out. I waited 2 weeks and had to call them again, at this not grate has been shipped and was told they would look into it and get back to me. I called again, the next day to find out the replacement order was place the day before when i called to check the status of the order, not 2 weeks prior as previously told. So i wait another week and call to find out the status of my order and find out the grate is back ordered and will not receive it for possible another week or so.At this point i ask to speak to a manager to express my feeling on this matter. I was told no one was available at this time but asked me for a phone number they can contact me the either latter that day or the next. Well it has been 5 days later and i still haven't received a call or the grate. I would never reccommend this company or their products to anyone."

"Where to begin. I have had the worst experience with this company. They don't make the products they sell. Woodland "Direct" is just a middle man company with horrible service. I am still waiting for my chase cover. I ordered a cover back in October. They meaning a third party called "American Chimney Shroud" located in California, sent the cover. It wasn't packed well meaning bubble wrap with no other protection for a $500.00 stainless steel cover. Surprise, it was damaged in shipping. I contacted Woodland Direct. They said I should wait for a call from American Chimney Shroud, never happened. Then When I followed up, Woodland offered me a 10% discount. What a joke. I sent pictures showing the damage. After threatening them with several forms of action (BBB, Charge back from my CC company, Attorney Generals office etc) They responded with, Your new cover is being made and will be shipped in a couple days.. DECEMBER 31st 2010: STILL NO COVER. THIS COMPANY IS A JOKE. I SENT MY FINAL EMAIL, THEN MY ATTORNEY WILL HANDLE IT FROM HERE.
STAY AWAY. THERE ARE BETTER COMPANIES TO WORK WITH."