ComplaintsforWoodland Direct, Inc.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 4 heaters through the company. They sent the units with multiple broken heating elements and will not work with us to replace the heating elements. **************** was very rude and would not help us. They said tough luck and spend more money with them to replace the units.

  

  Business response

  07/26/2024

  The request for replacement was made approximately one year after the purchase.  We can help our customers when they report damage and replace at no charge, but we have to be notified in a reasonable amount of time.  We regret not being able to help in this instance, but our service team handled this fairly and honestly.

  Customer response

  07/26/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  I believe that the items sold to us were fraudulent and not listed correctly when we purchased.  There were 4 heating elements broken and each box was missing parts that our electrician had to go out and replace.  This was not disclosed in the listing and I believe the business was aware that they were selling incomplete and broken units.  I would like to have the 4 heating elements replaced as the listing was not accurate and based on the complaints previously noted to the BBB and the reviews that they have online this seems to be a recurring theme in their selling practice.

   
  Regards,
  
  *************************

  

  Business response

  07/29/2024

  We consider this matter concluded.  We are not going to send him free replacement product.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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.

  

  Business response

  04/03/2024

  Within a day or two our service team will refund him in full.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 20 October 2023 I ordered the 36 inch flame craft tondo fire pit with electronic ignition burner (order #*******). I did not desire this item but the other firepits were not in stock and had an 8 week wait. I was told this item was in stock and would ship the following week. This was not true. The following week ONLY the base shipped. This left me without the lava rocks, the top half, the burner, and the glass wind guards. I called to inquire and was told the order could be tracked on the web site which indicated the other components were shipping later; contrary to what I was told. After waiting three weeks I finally received the base and what I believed was everything needed to assemble this fire pit. I was wrong!Woodland Direct still had not shipped the most expensive and vital part, the burner!! I called to inquire about the burner as it was not listed in any of the shipments under their ship tracking option on their web site. I was transferred by sales to customer support and the lady I spoke with told me, the burners are manufactured and shipped by a third party vendor that we have no control over. She did not identify the third party vendor and could not give me any idea of when the burner would ship. To date, almost 4 weeks later, I still do not have all the components of the firepit.I do not trust woodland direct! If you order from them make sure ALL the components will ship at the same time and you will receive only one ship tracking number. Otherwise, they will take your payment and nickel-dime you on the shipment and give you the run around. I wont use them again.

  

  Business response

  11/17/2023

  I'll have our service team contact the customer and set up the return and refund.  We will pay the return shipping.  Thank you for the chance to help.

  Customer response

  11/27/2023

  I received the burner 4 days ago and have all the components. This issue is resolved and I thank you for your assistance. 

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a fireplace screen on October 7, 2023. I received someone else's item on October 30th, 2023. I called and spoke to multiple people at Woodland Direct. I wa hung up on twice. I sent pictures asking for either a refund or someone a the correct item to be shipped to me. It appears to be their MO to scam people.

  

  Business response

  11/10/2023

  The customer's request was for a response from our team.  One of our service team reached out to help on 10/31.  We appreciate **************** and the chance to help.  The case is closed in our system, but we are at his service if he needs anything else or this was not resolved.  

  Customer response

  11/10/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ***********************

• Initial Complaint

  10/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The ventless gas fireplace I received looked nothing like what was advertised. It had been sitting for a bit until my contractor could open it. I called and the salesperson was nice enough to offer a return since it hadnt been installed if I shipped it back. I shipped it back and received an email that I would get a refund to my card in 2-5 business days. I waited and never received it so called again and they said they hadnt actually refunded to my card yet just processed it as a refund. They said they would process it to my card then and I received the email again stating it would be 2-5 business days for the refund. I also received a P/N number which they said was a tracking for the refund transaction. Again I waited the 3-5 business days and still no refund. I called again and the lady said there was an error and that they only processed it as a credit memo and not a refund. I asked about the refund transaction number and she said she didnt know where it came from since it would only create one if they processed the refund. My bank said that number is useless. So again she said she processed it (for a 3rd time) and I asked for an email to prove it and she just emailed the same information from the last time it had been processed and said now it can take up to 30 days (even thought their email says 2-5 days). Its obvious they have not processed any sort of refund. It the email with the refund attached it shows $0 refund and she said that was just a system error. Obviously they have not processed my refund and are lying. Crazy a company can have their employees lie to customers.

  

  Business response

  10/31/2023

  We don't take 30 days to refund customers, that must be a misunderstanding.  We can refund fairly quickly.  We've seen banks take 30 days to process, once we push the funds back. There is nothing we can do to expedite the release of the customers money once it is in the banks account. We refunded on October 11th.  I've resent a reference number to her for her to give to her bank.  This reference number will help them find both the day we pushed this back as well as give her an idea as to when the funds will be released if they haven't been already.

  Customer response

  10/31/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  My bank said they have not received the refund. They post them as soon as they receive them. The refund memo they provided clearly shows amount of $0 and is just a form from their company, not a credit card refund receipt.  My bank is requesting a transaction receipt showing the refund from the credit card processor. This is created for any credit card refund. Please provide that or actually issue the refund. 
  
  Regards,
  
  *************************

• Initial Complaint

  03/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a set of ********************* ************* Logs for $1,753.20 on October 20, 2022 for a new construction home I built. The gas logs were eventually installed on 01/30/2023 by a local propane company. The logs have never worked from the day they were installed. Multiple parts have been replaced to try to get the logs working, and nothing has been successful. I have had to pay labor charges to the local propane company for every trip they have had to make to try to get the logs working. Woodland Direct has only claimed it's my bad luck that the logs don't work and just keep sending part after part which never fixes the logs. I have demanded a replacement set of logs be sent to me under ************************* manufacturers warranty; however, Woodland Direct claims it's impossible and that my logs aren't under a warranty and they can't take them back now that they have been installed. I checked with the manufacturer and my logs are under warranty, Woodland Direct just refuses to honor it. I am demanding that Woodland Direct send me a replacement set of gas logs so that I can use the gas logs I paid for. It is unfair that I gave away almost $2,000 dollars to Woodland Direct for a defective set of logs I cannot use. And now I'm out $500+ additionally for the trip and labor charges of trying to fix these defective logs.

  

  Business response

  03/07/2023

  When an appliance like this is sold, it is expected and recommended it be installed by a competent experienced professional.  This customers appliance appears to have been installed by in individual who lacked all the needed skills to properly install the product.  The evidence being, they didn't know why it didn't work.  That is not only unacceptable, it's dangerous.  A competent professional is able to first determine if it can work, then if it doesn't, there are some simple steps and checks using some specialized tools to see where the problem lies.  We have thousands of professional partners who install these from coast to coast, and they never come to us with their hands in the air wondering what is wrong.

   

  What fixes this customer's problem is what should have been done before he bought.  He needs to find a competent professional.  We've sent free parts, we've tried to help.  There's been nothing to work with on the other end.  We won't send any more parts, and we won't let him return it.  We will not send a replacement.

   

  We also understand that this will not be acceptable to the customer.  Despite that, we've dealt with him in a principled way but feel his demands are inappropriate.

  Customer response

  03/07/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  I hired a licensed propane company to install my gas logs. This same company installed my 500 gallon propane tank underground, ran all the propane lines, installed my water heater, gas stove, and gas logs in another room with no problem. They are member's of the ********************************* ******************************** and the ****************************. There was nothing dangerous about hiring this same company to install these gas logs. The problem is that Woodland Direct sold me a defective unit and refuses to honor the 1 year Manufacturer's warranty. Selling customers defective gas appliances is what is dangerous, and the reviews on your company and numerous complaints indicate I am not the only customer with the recurring problems. The parts you sent have not fixed the defective unit - and the "free parts" are free for you too as they are covered under ************************* manufacturer warranty, so I am not sure why your company is acting like sending these parts is such a burden. Your help has been severely limited and you only claim that it was installed improperly - not that there could be anything wrong with the logs. If the company I hired is so dangerous and incapable of installing gas logs, even though they do it on a daily basis, who would you recommend that I have come out to document that these logs are defective? A representative from your company even spoke to the two installers on my phone and they told you these logs are defective. You can claim they don't know what they are doing all you want, but at the end of the day, the history of their company speaks for itself. So, by refusing to send any additional parts, replacing the unit, or letting me return this, you are essentially claiming you sold me a unit that has no warranty, but did not disclose this to me at the time of purchase? With your response I guess we have no choice but to see how Oakland County Small Claims Court will rule in this matter. 
  
  Regards,
  
  *****************************

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a ************ fireplace from this company in April of 2022. Since install, the fireplace has not produced any flames and we have done all that the company has advised us to do in the process. We are not getting a resolution. We have a fireplace installed that cannot be closed up in our wall, and does not work.We need our purchased ************ fireplace to work, be replaced, or refunded. Months are going by with no resolution. We need someone to expedite this process as no one at the company is doing this.

  

  Business response

  11/10/2022

  When I found this complaint I had a look and confirmed that the customer has been waiting too long for a resolution on his purchase.  We are working on a warranty claim with the manufacturer but will make this a priority with all parties involved.  Prior to coming here, **** reached out to his tech here at Woodland Direct and didn't get a response.  Even without information, the courtesy of a return call would was not an unreasonable request.  If Woodland has to bypass the process and buy these customers new equipment or parts, we will get this moving forward today and the customer will hear from his tech before the end of the day.

  Customer response

  11/29/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  

  Dear ********,
  I apologize, I did not see the response from the BBB on 11/10. I somehow missed this email completely.
  This case has not been resolved. This company is completely dragging it feet.
  This is the response I received on 11/10. I'll make a better attempt at following up with you two every day or two. Busy season is, well, busy, but I want to make sure you two don't feel as if I've left ya'll in my dust. I'll let you know if I need any additional info to keep making progress. They do not keep in touch as above stated. I call, leave messages and nothing. Days go by. Sometimes weeks.
  I responded politely, of which have done each time-for months now.
  On 11/15, they reached out to us through email and asked about the venting system, once again-gave an immediate reply-but no response from them as to date.
  Days go by not knowing anything.
  This matter is still unresolved.
  We need an immediate resolution after 7 months now since purchase.
  Thank you,
  *******************************
  Sent from my iPhone

  

  Business response

  11/30/2022

  Both the tech and his supervisor have been made aware of the complaint here as well as your frustration in waiting for a resolution.  Expect to hear from us soon.

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They said if I ordered I could return. I have tried for two months, and they won't let me return.

  

  Business response

  07/28/2022

  We're confused by the complaint as we have never denied the return and as recently as this afternoon, we resent paperwork and instructions for the return as we've done many times prior.  We make returns pretty easy.  As soon as we have record that the return is back to our warehouse, she'll be issued a refund.

• Initial Complaint

  03/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Feb 18 I paid ******** for an outdoor fireplace bowl. Only part of the order has arrived and one of the boxes arrived open. I cannot get a satisfactory answer about when or if I will receive the missing components. The parts I did receive are too large and heavy for me to ship back on my own. Requests for emails and calls back have not been honored.

  

  Business response

  04/05/2022

  We'll check on this and get her status on ****************.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a new gas log set for heating source of my home, item arrived damaged , pics taken, pics sent to seller, business will not refund ms my money for the item , and my home is without heat and further issue such as frozen water lines and **** is gonna occur at the expense of this business

  

  Business response

  03/07/2022

  We would prefer to bring back all of the product and give the customer a full refund.  We will send labels and pay for all return shipping.

  Customer response

  03/07/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *******************

  I will accept this offer

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩