Business ProfileforWoodland Direct, Inc.

Several weeks ago, and after careful research and measurement, I ordered from woodlanddirect.com, the 25" Stronghold Ember Lifetime Fireplace Grate - $221.00 USD. In one of the website photos (a top view that gives dimensions), it clearly shows that the width across the upper grate in the front measures 25" as stated in the product description. Great, I thought, I generally burn 24" (and under) wide logs in my fireplace, so this should be sufficient. I received the grate in a corrugated box that must be the worst packaging that I have ever seen! The feet had broken through the bottom and there was no internal packing or reinforcement to keep the 36-pound piece of steel from shifting in shipment...inexcusable! Yes, the grate was scratched and dinged and a bit rusted, but not so much as to force me to immediately return it. But that's not why I am writing this complaint: So, I installed the unit in my firebox and immediately built a fire. As it burned, I noticed that my burning logs were falling off the left and right sides of the grate and not below; I knew that something was wrong. I extinguished the fire, let the grate cool, and put a tape measure across the front of the upper section of the log-holding area it measured 21-1/2 widereally? The unit was clearly too narrow for my needs, and I felt misled and cheated by the information contained on your website.I quickly called Woodland Direct and spoke to a salesperson to voice my concern over the size discrepancy and mis-labeling. They immediately agreed with my assessment, yes, we have to fix that, and said well set up a free return for you.I received my paperwork the next day along with a questionnaire that asked, (1) do I have the original packing materials (yes), (2) had I item been used (yes, once), (3) and my comments, which explained everything outlined and contained here. It also mentioned that Woodland would charge me $21.00 from my refund check for shipment back to themthis was hardly the free return shipping that the previous salesperson had described-!Regardless, my questionnaire was accepted, and I was sent a return shipping label for **** Great, I thought, Ill put it back in the box (that I repaired and reinforced using my own time and materials, I put a plywood floor on the bottom and braced the sides). I even washed the ash remnants dried it thoroughlyit looked nearly new, and none the worse for wear.Fast forward a week-plus and no acknowledgement from Woodland Direct on my refund. A call this morning to customer support prompted a quick email back to me which read:This grate has been used therefore we are unable to refund this item. Please let us know if you would like a cost for this item to be sent back to you.ARE YOU KIDDING ME? This is wrong on every level. Woodland Direct has:- misrepresented their product by publishing incorrect dimensional information - lied about providing free return of my item - accepted my return despite my admittance of using the itemif you cannot return a used item, why did you accept my return?- not accepted any responsibility for this occurrence, which is, in no way, a fault of me, the customer - completely wasted my time and my materials - held an item that I paid for to be held hostage unless I agreed to pay shipping to send my property back - stolen $221.00 from me Of course, unless we can settle this amicably, I will take the necessary legal steps to ensure my rightful full refund on this item.