WoodlandDirect

I have two Woodland log racks now. A full cord and 3/4 cord. I have been very happy with the quality of material and easy to assemble. Shipping and delivery was much more responsive than I had expected. Woodland, you have a great team. Thanks!

Bought a Modern Flames 36" with the optional 4" Trim. So easy to install. Product delivered to East coast in 5 days. Installed in an hour. Loved the videos that came in an email on how to unpack, assemble and install. Product looks great. Thank you.

I called to replace my log set from Monessen. I spoke with Levi and he helped me pick the best set.
Only complaint is that the connections were male to male so I had to do some etra work to make it work.
Overall Very Happy

I ordered a gas fireplace log set which arrived quickly but unfortunately was damaged in transit. Customer service response was immediate, literally within minutes. After emailing a couple of photos of the unit, they notified me that a replacement was on its way, which arrived in 2 days!

I was disappointed with the first set of logs due to control box not working and after sending the logs back, I was told the first set was the wrong size for my fireplace and had to settle for a smaller set. The overall time of receiving the logs was disappointing due to wanting them in the holiday season and just now getting it all worked out. Very well pleased with the logs now that they are in...we will enjoy..

I ordered a custom screen for my fireplace and followed the instructions on how to measure my fireplace. Unfortunately, the brackets that secure the screen to my fireplace did not fit. I don't understand why the representative that worked with me on ordering the custom screen did not ask for more information, pictures, video, measurements before we ordered the custom screen - as I did not understand that brackets were going to hold the fireplace in place. Luckily, Woodland, after not getting the proper assistance from the manufacturer, is going to replace the screen with another that hopefully will not give me the same issues.

Several pieces were cracked and one was broken in two pieces. It was not packed very well. It was in a box inside another too large of a box with bubble wrap around it that didn't prevent it from moving around.

Everything was just as ordered and some damaged product was replaced promptly. HOWEVER, when the installation of a defective part required a return trip from our certified installer, the cost appears to be ours to bare. To date no response to reimbursement request of the addition service call cost required.

Awful company and customer service. Sold us four propane fireplace burners and log units, and had incredible difficulty in getting them to work. It created a hazardous breathing condition from the soot, completely blackening CPAP and other filters in our home. It turned out they were natural gas sets, and they would not take them back due to "improper installation". Not sure how they can send us the wrong equipment, creating a very dangerous situation, and then say it was our fault for not installing it right. They even offered technical assistance to convert them, which is illegal and dangerous. Stay away from this company. They are a nightmare.

First I was charged twice for the set of logs, my bank alerted me and I got that cleared up. The bag of embers they sent wouldn't have covered 2 sq. In., they still haven't shipped me more. The set of logs took over a month to ship even though they were in stock. Would not recommend this company.

I paid for 2 day shipping on a Tuesday because it was very important to get the part by Friday. I received it the following Tuesday. Even though I emailed the company about this, I got no response and no offer to credit me for the 2 day shipping that took a week.

Woodland Direct is fantastic to work with. They even followed up when I place the order initially to be sure all measurements were accurate.
The freight forwarder that they use in my area however was awful to work with. Not many delivery options and the driver was as unhelpful as they come!

Ordered Grand Canyon Cannon Ball set on the phone with Woodland agent, who specified the order content given type and dimensions of my fireplace. My issue was when professional installer was unable to initially install the system, citing that the burner was incorrectly specified. WoodlandDirect did make an effort to communicate with installer and confirm the burner was appropriate. Still, I likely would have specified a different (cleaner) burner had I understood the options, and be aware that WoodlandDirect's return policy is only for unopend, unused items.

We ordered and received our Woodland fireplace grate. We love the grate but there was nothing inside to protect the grate or keep it from moving around. The grate moved around so much that the two front legs cut large holes in the box. The finish on the bottom of the legs was scraped off.

WoodlandDirect does a great job of providing all the information you need to select, measure and order the proper style glass door enclosure for your fireplace. If you need clarification or just want to ensure that you are ordering the right style and choosing the correct options, simply call them. They have very friendly and knowledgeable technicians who will ensure you are ordering a product that works best and installs easily. My custom glass doors arrived within 2 weeks and I had it installed within a couple of hours. It looks and operates fantastic!

My custom fireplace screen is high quality and exactly what I wanted. I appreciated that I received a call confirming all the specs for the screen immediately after order. It arrived a few weeks later, safely packaged and it looks fantastic! The FedEx delivery service was also very helpful and worked with weather constraints upon delivery. Overall a great experience!

Servicing was very professional and efficient as representative answered all our questions and guided us to what we needed to order. Delivery occurred within one week of ordering and installation was completed easily. Very satisfied with the entire experience.

I purchased fireplace panels for an older Superior gas fireplace from Woodland Direct. I had purchased the fireplace from them originally. It was installed today. I had a good customer service experience.

Thank you
Susan

We are very happy with our fire screens. They look exactly as they did online. We received a courtesy call to confirm we had provided the correct measurements. The call was very beneficial as we tweaked the size and they fit perfectly!

Highly recommend Woodland Direct!

The salesman knew his products well and recommended the appropriate size and type of logs for my situation. Items were delivered to my home within a week. I recommend this company very highly.