Overview
WoodlandDirect has a rating of 4.5 stars from 950 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with WoodlandDirect most frequently mention customer service, great experience and fire pit. WoodlandDirect ranks 2nd among Fireplaces sites.
Bought a replacement set of logs which were delivered defective! The Customer Service Representative trouble shot the problem with the gas install company and authorized a replacement part, as well as a labor credit since the gas company needed to make another house call. The part came in as promised and we are now waiting to get it installed. Thank you!
Arrived fast, set up even faster. Great product, getting full cover is a must. Does not hold a 1/4 cord of wood. Holds about half of that but it's a very good product
Dan you are right. Most folks cut wood into 12" or 18" lengths. You can fit a full 1/4 cord on your rack, but the wood needs to be cut in 24" length. Typical cut wood will be less than 1/4 cord. We're glad you are pleased with the quality and construction. Expect it to last a lifetime. They are truly an exceptional wood storage option.
The overall product was nice. The shipping of the product was great. The installation was easy however the one-page instructions for the installation was a photocopy that you could not read. The part list was missing the washers, not such a big deal. Overall, the product was solid.
Our item pages will have digital copies of install manuals and our technical service team is waiting to help if you have questions. Great job getting it handled, but know we are here to help as well. Thank you for the great review.
Had trouble finding glass doors to fit my fireplace. A salesman told me by phone my model should fit. It arrived after 3 weeks. Looks nice, but it won't attach to my fireplace using standard installation.
Trying to find a workaround
We ordered a custom size fireplace screen, and it is perfect! We called for help with the size, and they were very helpful. The screen also arrived faster than expected. We couldn't be happier! Thank you!
Hello, Becky. This is wonderful news to find. Thank you for choosing Woodland Direct and thank you for your business.
I'm very pleased with the online shopping experience, the product itself, and shipping. Product arrived on time, in fact very fast, and was well packed. Would recommend.
You chose a great fireplace! We hope you enjoy it for years to come, and thank you for the great review!
Took over a month to get the thermocouple for my gas fireplace. Now I can't find anyone willing to put a on. They only work on equipment they install. Good to know! Wish I did before buying from Woodland.
Thank you for your feedback. We sincerely apologize for the delay in receiving your thermocouple and understand the frustration of finding a technician for installation. While we strive to provide the best products and support, we do not offer installation services. We appreciate your understanding and are always here to help source replacement parts. Thank you for choosing Woodland, and we regret any inconvenience caused.
Arrived on time. Easy to put together. Very sturdy. Well built. Plan on buying a smaller version for the patio.
You picked a solid wood rack from Woodland Direct. We were glad to have you visit and thrilled to hear you are happy with your new wood rack. Thank you for this feedback and the chance to serve.
I placed an order for a custom fireplace spark guard. I was quite pleased to receive a personal phone call from their team to verify the measurements were correct. The item was assembled and delivered promptly. They offer unusually superb customer service in this day and age where such personal service is becoming more and more rare. The product is sturdy, custom made in the USA, and is of the highest quality. I am extremely satisfied with my purchase. Thank you
Mike, a testimony like this from a customer speaks volumes. Thank you for this.
Customer service is excellent. In these days of auto attendants and outsourced call centers it's great to be able to pick up the phone and talk to a knowledgeable employee.
As an effort to improve the customer experience, we have installed actual humans. They come equipped with superior knowledge of our products, and friendly dispositions. Feel free to call, we'd love to hear from you.
Don't be fooled by what you read as far as positive reviews, if you look a little harder you will be able to see that Lance M. At Woodland is not the service rep for all problems! Totally looked past my problem, and for a problem that would of been nothing for them to absorb! Smoke and Mirrors!
We regret not meeting your expectations. Feedback like this matters to us and I appreciate the chance to talk with you by phone to try and resolve your concerns.
Had a fantastic experience. The technical expert was great and help make sure I got exactly what I needed. Shipping was quick and the quality of the product is great.
You got Garrett. He is good stuff and seeing a happy customer call him out will put a big smile on his face. Thank you for your business and the great feedback here.
Was internet shopping for a gas fireplace. A local HVAC company recommended Woodland Direct.
Easy to use website, nice selection. I had a few questions, so I called customer service who quickly referred me to technical sales. Levi in technical sales was very knowledgeable and helpful. Still waiting on my carpenter and plumber to install.
We're glad you found our site and our staff to be helpful and informative. Thank you for choosing Woodland Direct.
Had to call three times before I could get someone that could help me. Finally, Clara called me back and got the order made for me, but it took 3 to 4 weeks to get the part. Seems like the factory wasn't shipping.
I was guided to the right product for my unique set up, recorded helpful advice! Product arrived quickly.
Thank you for the chance to help when you needed some guidance. It looks like Kurt helped you find an amazing new electric log set. We appreciated the chance to help and we're grateful you chose Woodland Direct.
I was very specific in explaining my design preferences. Was told "no problem ". The product arrived and wasn't what I ordered. When I filled out a claim they said I would need to choose from a different, more expensive design…what a run around. Ended up settling for what was sent. My clients are disappointed.
Jeff, we regret your disappointment and appreciate you working with us to get this resolved.
Great! Experience. Customer service great! Ordering easy. Received in a very strong neat box!
Will let you know later what and how easy it was to put together.Thanks much!
Hello and thank you, Mary. We were glad for your visit and we're thrilled to hear you were pleased with the quality of your item.
Received the grate quickly, however it wasn't packaged very well and some of the edges got scrapped. Other that that, we're very happy with our purchase and the grate fits perfectly.
Thank you for the feedback on the specific aspect of your order that could have been better. Grates are stout and very difficult to damage, but we want them to be perfect until you burn on them. Thank you for letting us know where we need to improve.
Fireplace doors with screens fit perfectly and installation was simple with a professional look. Very pleased with outcome. Support from Thomas Kearney was outstanding.
Thomas will be thrilled to see how happy you are. We are grateful the opportunity to help you with you door and glad it turned out perfect.
I have a older fireplace that I was told couldn't be converted to gas logs, Well, not only did Woodland Direct prove the others wrong, but they did it at a great price! I have installed 3 gas log pireplaces in my last two homes and in my office. And if I need another, I'll come back to Woodland Direct!
Great job, Franz. We'll be happy to be hear from you when you are ready for your next project.
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- Auburn Hills, MI, United States
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Business History
Over the years Ingram has diversified Woodland Direct's catalog, expanding beyond traditional fireplaces to offer a comprehensive range of outdoor living products. From electric fireplaces, fire pits, and patio furniture, each item is curated with the same meticulous care and attention to detail instilled back in 1978.
Woodland Direct quickly garnered a reputation online as a one-stop destination where homeowners, contractors, and enthusiasts alike could find everything they needed to create their ideal outdoor oasis. Ingram's dedication to customer satisfaction, craftsmanship, and innovation became the cornerstone of Woodland Direct's success.
Company Representative
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Thank you for the room and the chance to make this right. The entire team here at Woodland Direct appreciates you.