"Customer Service at Woodland Direct is excellent! I had questions about the 2 Ft. indoor/outdoor Woodhaven Firewood Rack, not sure if it would suit my wood holder needs for a small rack next to my fireplace. Since it was an indoor/outdoor rack the Customer Service representative suggested how else I could use the rack, also that is was high quality and made in the USA (a big selling point for me). I also had questions about the Anvil Fatwood holder. The gentleman answered every question and added additional information which helped in my final buying decision. Both items were delivered FAST! I am extremely happy with the Woodhaven Rack and actually put it outside my front door for an additional wood supply (it was too big once I saw it next to the fireplace). The Anvil Fatwood holder also matches my fireplace tool set and looks very good. I was very satisfied with the purchase and would not hesitate to buy from Woodland Direct again. Highly recommended site."
"Very disappointed with this companies shipping and customer service! I ordered 6 gal of OZOFire Bio-Ethanol for Ventless Fireplaces on 11-25-10 and as of today (12-2-10) my order status is still showing as "Pending Fulfillment", However my credit card was charged on 11-27-10. I contacted customer service several times before finally receiving a call back today. I was told that they only take your order and then forward it to the manufacturer for fulfillment;hence the delay and the reason they process your credit card right away as they have to pay the manufacturer when they place their order on your behalf.
I'll be looking for another source of bio ethanol; a company that actually stocks what they sell. "
"The copper chase cover and copper chimney cap look great together. My installer said the fit was perfect on the chase. I am now enjoying my wood fires. Great product!
Jim"
"Customer service is fantastic they do what they say they are going to do and I would order from them again...They refunded my money on something I purchased from them and are a honest company to deal with "
"Stay away! I ordered a fire pit for my husbands birthday on 11/7. The website said it would ship in 1-2 business days. It's now the nineteenth, no fire pit, birthday past. Plus I found it $120 dollars cheaper on Amazon. Same item exactly. Over priced and undependable. "
"I would not recommend this Company. The fire place screen arrived damaged, it was not packed in any additional materials, only the box. The package provided no return information. When I inquired, I was told to send pictures as proof the screen was broke. I had to follow several times for an answer and had to follow several more times to get my money back."
"We've ordered multiple items through Woodland for our project and the sales department was great at handling our questions and assuring that they gave us the best price possible, as we were ordering a larger quantity. We received a good quality product on time and had no problems with our order.
However, our 2nd order through them was very time sensitive and we needed the items for an opening of a business. We only received 1 of 2 items that were ordered together. The woman we spoke with in the customer service department was extremely unhelpful, checking into the problem and coming back on the line with "we'll have the 2nd item out in 2-3 business days". When we asked what happened she said the 2nd item was "overlooked". When we made it clear that it was needed yesterday and we want it overnighted, that was not an option. 20 minutes later she finally offered it if we paid for it. Although the issue was finally handled, we didn't feel it was handled well at all on their part. But, since our first order with them was a good experience and we figure mistakes happen and we just got an unhelpful CS Rep, we would do business with them again."
"To the point:
Customer service folks were always polite.
Inititially I only received 50% of my order, along with a HUGE pipe in a seperate box that I did not order nor was on my packing slip. Of this first shipment it was only 505% filled as well even though the packing ticket said it was shipped. After 2 days of no reply to my email informing them of the errores i decided to call CS with the problem of missing 1/2 the order and wondering when part 2 of the full order would get here. They told me that the person I emailed was not taking emails right now (impression was given that the person was either fired or suspended for some reason). CS also said that they forgot to send the second part of my order, which they would get right out, along with the missing pieces from the first shipment.
After another week I received a few more pieces, and a few days later received the rest.
The original salesman put together a cutom selection to fit my needs. It turned out that 2 of the parts he configured did not fit each other! I used and hit Lowes for some straps and other misc parts to make it work and returned the 2 items that were wrong. One item was also shipped wrong from the 3rd shipment and I ended up using it and just asking for the $9 difference back, they said they would give me credit on my card for it as well as the returns but only received the credit back for the returns.
Conclusion, Great quaility products but poor back office opperations. Buy from them but have lots of patience."
"We bought this particular model of log cart (Superchuck w/20" wheels) because the logs sit above the wheels without interference so you don't have to be so precise when loading the cart. The cart holds a LOT of wood. It rolls nicely and the big wheels are a MUST going up the stairs. It does make it possible to make fewer trips to the woodshed, but fully loaded it is too heavy for me to bring up the stairs myself. My husband is stronger than me and with some effort he can haul it up the stairs. The solution for the weak is to simply load the cart up with less wood, which is still more than you could carry otherwise. The cart is narrow which means it fits through the door easily, and we can store it inside the house nicely. By leaving the logs on the cart until they've all been used, it's a great convenience AND our floor stays clean! So far I am very happy with this cart overall and would recommend it to others."
"Initial concern w/ possible bait & switch tactics employed at Woodland Direct -->
My experience was with a small outdoor bistro table. The online photo was that of a high quality aluminum 30" table. After placing an order, using Paypal for payment, and waiting the stated time for delivery, my table was not delivered. When I contacted customer service, I was told the table was backordered and would not be available for 6 weeks. When asked why I was not notified of the backorder status, I was assured that was done when the order was placed. I am experienced at using the internet to order merchandise & it's highly unlikely that I would have overlooked this important fact. Regardless of the backorder status, payment was taken from my credit card immediately, a very questionable practice. Payment should be expected upon shipping, not upon ordering. 6 weeks later the item arrived in a damaged box via UPS. The packing slip item code & photo on the outside of the box did not match the item ordered. When I called customer service to discuss my concerns, I was instructed to open the box, assemble the table, take photos, and email them to the rep. They would not entertain returning the table just yet. As soon as I removed the table pieces from the box, it was obvious the wrong table was delivered. After multiple emails & phone conversations with "Denise", I still have not been successful in receiving detailed instruction on how to return the table. The rep has been reluctant to disclose this information, although I made multiple requests for it.
Currently, I'm continuing to pursue definitive instructions for returning the table & securing a refund.
07/18/10 Status update: Only after I posted the above comments, did I begin to receive customer service that should have been available all along. My credit card was promptly refund. However, it took a couple calls to get the bistro table picked up and returned to the warehouse. Finally after much wrangling, I can safely say that this transaction has come to an exhausting end after 2-3 months. Note: the original online table was never in stock nor backordered. Since Woodland Direct does scan this site for feedback, using this site to voice your shopping concerns will serve you well.
07/21/10 status update: I was surprised to be contacted by Woodland Direct to ensure that my refund was received & that the product was picked up by their carrier. They also offered me a rather large store credit to restore my confidence & encourage me to shop w/ them in the future. If & when I receive the credit, and with some intrepidation, I may consider shopping with Woodland Direct in the future & giving them the opportunity to redeem themselves. "
"This is not a good product. It is almost like the people who produce these rain barrels have never actually tried to use there product. First of all, it comes with the default location of the faucet on the hole in the middle of the barrel rather than the bottom of the barrel. So if you used that location for the faucet you would never be able to use half the water it collects. Seems foolish. But in order to move the faucet to the most functional location you have to physically get in the barrel while lying on the ground. It is an incredibly claustophobic experience and a two person job. Ridiculous. To make matters worse, the actually faucet is cheap plastic and does not easily screw onto a regular hose. I have to say that this rain barrell has serious problems."
"Paul G. was very kind and helpful.The questions were answered quickly and he was very kind in answering them all.Woodland Direct has kind,caring,well informed staff.Will be a return customer! Thanks! "
"Paul could not have been more understanding and helpful from the time of my initial inquiry until my order was placed. I felt that his concern for customer satisfaction, product quality, and business reputation was very sincere. I will continue this review after my order arrives. John W. Beaver, PA"
"Searced many different companies on the internet for the best product and price for an outdoor fireplace. Woodland Direct had the best prices. I called several times before I ordered to ask questions about the fireplace and a representative was very educated about the product. The staff is very friendly. I would recommend Woodland Direct to family and friends!"
"Worked with Ryan at Woodland Direct. He was extremely helpful. Answered all my questions and even emailed me all the specs I needed for the landscapers. Thank you!!!"