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Shop Online for Fire Pits, Gas Log Sets, Chimney Supplies, Fireplace Accessories & Much More at Woodlanddirect.com. Call now 1-800-919-1904 to talk our professionals.
West Star Drive 13287, 48315, Shelby charter Township, United States
Received a fireplace with a rip in the screen. since I didn't notice until after 5 days they refused to assist or even point me in the right direction for a replacement part. Horrible experience.
Nothing but problems and delayed responses from customer support.
We purchased a 36" Direct Vent Fireplace - got it installed...then problems started to appear..
1. We ordered a 8 piece log set .. and they sent a 6 piece log set and the main log set was broken. I have tried working with the warranty department ..of which they sent the logs ..but was always broken upon receipt. I had to keep asking them to send new logs .. and only after the 4th attempt .. were they able to not only send the right logs ..but they came in tact (unbroken).
2. As part of the log set, it should have included Ember rocks which glow under the rocks... even after then sending the logs 4 times .. not once did they include the ember rock kit that should have gone with the order. They kept sending the soft embers which was NOT on my order.
3. Once we had the fireplace started .. it was starving for oxygen. We had the installer check the fireplace and had no blockages with venting. Apparently the fireplace needed a different outside vent which was never mentioned when we first bought the fireplace - and now even during a cold winter blast .. we have the fireplace installed .. but unable to turn it on because we are waiting on WoodLand Direct to get back to us.
Horrible Experience!!
Excellent customer service.
I highly recommend Woodland Direct. They have excellent customer service. Their products are of high quality and look great. We are extremely satisfied with everything we have purchased from them. They make getting the right product very easy. Nathan is one of my favorite vendor representatives. He is helpful and knowledgeable.
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