Woodland Direct Anmeldelser 

Terrible customer service. Exorbitant return charges. Never order from them

My experience was mostly positive, but I've been trying to figure why the smell from my logs is so strong, they worked with me for bit then just quit. So as a consequence I'm stuck with a 1300 dollar log set that is totally unusable, thus the 2 star rating. Should be some kind of warranty on a purchase of this size. I suggest working with someone in your area for these things, they can send someone out to fix any problems.

Over the past 10 years, I have purchased expensive glass fireplace doors & two Empire Ponderosa Ventless Gas Log Sets from Woodland Direct.

We have thoroughly enjoyed the gas log set.

I had to call a few times over the years for help with the ignitor
& my questions were always answered with very friendly help.

Yesterday evening my ignitor quit working again.
I turned off the main gas line and called Woodland Direct this morning.

Lauren took my call.
She insisted on my giving her proof of purchase.
I have a file full off operational manuals, but I did not have the receipt for proof of purchase.

I had a contractor at my house trying to fix the problem while I stayed on the phone with Lauren unable to prove to her that I was not only a customer, but a repeat customer.

She could only find the purchase of the fireplace glass doors, but not the logs.

Without proof of purchase of the gas logs Lauren demanded, she was unwilling to even connect me to technical support.

Seriously…… what a shame.

Over the years, so many people commented on my beautiful fireplace & now I can never recommend Woodland Direct to anyone again.

Customer service matters.

Purchased $9000 Majestic fireplace they said was in stock. They did not have it nor did the vendor have it, then sold me
$1700 in extra parts for it. After months of excuses with no fireplace, they refunded fireplace but not all the parts and then stuck me with $700 in freight charges after failing to deliver. Do not use these guys. Go direct to vendor or use Tristate. Woodland will sell you stuff they don’t have and then take your money.

Fireplace doors safely arrived and look great

My first set of logs were damaged in transit. WD was quick to respond in ordering a replacement set. Although I haven’t opened up this set of logs yet, I’m sure Woodland will stand by their good reputation.

Received the hardware a bit after the logs and got it all installed. Works great and looks good.

Ordered a set of logs w/burner after (aprx$1500) calling their "expert" and describing my needs. Had the gas line, tank and logs installed by the local propane company. The front log was cracked, the level of heat and flames was terrible. I called and emailed amd and was told because I had used them they would not accept a return. First, they were damaged and second, they were used for a few minutes. I wanted to order a new set with a larger burner. They would not accept this solution. Last night I received an email from an anonymous source detailing their return policy. I would suggest that if you are interested in logs use a source that readily accepts returns. Read the fine print !!!

Great customer service. Walked me through multiple different options for my house over a couple of days. Product works great and looks good.

Woodland makes a very nice fireplace door. I would love to have given 5 stars but the mesh doors don't stay fully open when needed despite the door being perfectly level upon installation. Otherwise the item was packaged very well and arrived as expected.

I run an outdoor living company, and we specialize in high end outdoor kitchens and backyard/patio builds. we purchased a Monessen 42" ventless fireplace from woodland direct for a customer's project in his multi-million dollar home. we received the product in July of 2025. install was a breeze, however the product has not functioned correctly or as intended since day one. customer service has been an absolute nightmare to deal with. we have been going back and forth since last July on a malfunctioning product. I have spent close to $5,000 (more than the cost of the product btw) to an outside technician to troubleshoot the issue and troubleshoot the same problem over 10 times. we were told we have to go on site call the manufacture to troubleshoot the issue, we have swapped out parts that they suggested, and we keep having the same operational issues with the product. I have emailed woodland directs customer support every day since last Friday to inform tech support that we are still having the same issue with the product with no response back. I have requested an RMA since the third time we went on site to troubleshoot. I have asked to speak with a supervisor and was flat out told no. when I call the rep that was appointed to my account, I have only ever connected with his voicemail and have yet to receive a call back ever. I would avoid purchasing anything from this company and if you have an issue, you may wind up in my position.

Chris @ WD walked me thru my options and also made a few suggestions that helped.

These folks are truly experts. Everything arrived ahead of schedule.

I didn’t know on the Osborn Matrix 2000
It takes an outside air source to let it draw enough air properly with the door closed. I have a masonry fire place so that is not possible. A good insert but beware of that it needs that first.

Great customer service. Prompt delivery

Rep was very kind, but told me I could return any unused parts for my chimney flue installation. I explained it could be weeks before an installer could fit me in- he said- not a problem. When the items were delivered - one piece had a dent in it- I took a picture and tried to send it to the only email address I had- it would not accept emails. I called and customer service said the sales rep would get in touch- he never did. When time came to return the two extra pieces- they said it was 4 days too late- outside their 30 day policy. Had I been inforned of this, I would never have ordered these two pieces- as they were 'just in case' you need extra on the install. I can not recommend this company- the reps were deceptive- and another rep agreed it should be no problem- after escalating it 2x- pat letter saying no returns after 30 days although that conflicts with what I was told.

The people who helped with measurements and thinking through if the glass doors we wanted would work were both fantastic. The doors fit perfectly and were easy to install. I highly recomment Woodland Direct!

I have received but not yet installed

Buyer Beware!! They incorrectly advised me that I had an existing vented log set when I had a "b-vent" log set, which is different. They argued with me until I sent them the manual for my existing set Oh yeah you don't have a vented set. So now, after I had bought the WRONG product based on their advice, they would not take it back, even for a credit/exchange. POOR CUSTOMER SERVICE!

Edit after merchant reply: There are no unknowns. The unit was installed properly as a replacement for a previous set and the damper clip was already in place. You don't see Monessen b-vent units? Well then how did I get one?? You are also lying by stating it was not accepted for exchange due to improper installation. I was told you wouldn't take it back simply because it was used, not because of improper installation. Your technician gave me bad information and now I'm stuck with an unusable unit I purchased from your organization. I stand behind my comments.