Woodland Direct, Inc.

Hello,We apologize for the damaged broom and brickA replacement order has been placed with the manufacturer of the item and will be sent via day air to the customerPlease see communication from our Customer Service Supervisor below to the customer - 3/23/5:PMHi ***,My name is
*** and I am the Customer Service Supervisor here at Woodland Direct I wanted to let you know we have been working to resolve these issues for you and we do apologize for the inconveniences you have experienced If is always our goal to have highly satisfied customers.I have filed the claim with *** *** *** on your behalf for the replacement pizza stone and broom Those items will be shipping out tomorrow and Woodland is having them shipped expedited via day air We were also made aware of the issue with the cover to your wood rack I will have a credit for the cover of $processed for you tomorrowYou will receive email confirmation of that refund If you have any questions, please let us know.Again, we sincerely apologize and hope this resolution is helpful.Thank you!Sincerely, *** Customer Service Supervisor Please let me know if any additional information is needed.Regards,***

Revdex.com:
I have reviewed the response made by the business in
reference to complaint ID 11629420, 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,
*** ***

We are going to contact the customer and offer to bring back all product.  We are going to pay for the shipping.  She will be refunded in full.

Hello,Since this message was submitted, our customer has spoken with our Sales Support Manager, [redacted]. We will be sending him a flex line from another vendor. Please let us know if there are any other concerns.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12693702, 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:
The Service Manager, [redacted] and I agreed to a new door plus a settlement of $200.
Regards,
[redacted]

Regarding this complaint, the customer has been contacted and is currently working with our Sales Support Manager on having a new custom door made. There was an issue on our back end of the website. Normally, when a custom fireplace door order has been placed, it is sent directly to one of our...

sales specialists for approval. Before the order is approved, the sales support specialist will contact the customer to make sure that all of the sizing information is correct and to ask additional questions. For example, they would ask if the customer had a fireplace heater and would make adjustments to the sizing of the door accordingly. This is where we had an issue with this order. The order for the custom fireplace door that was placed on 10/1/2014 did not get sent to a sales representative for approval and was automatically sent to the manufacturer. This was a one time glitch on our end. It has been corrected.[redacted], our Sales Support Manager has reached out to the customer regarding the door. The customer has agreed that he would be satisfied with having a new door created on behalf of Woodland to replace the door that does not fit. [redacted] is currently working with the customer on making sure that we have the right dimensions to send to the manufacturer.

Hello,We apologize for the confusion. This screen clearly states in the item description and the specifications tab the dimensions. The reason this is a custom screen is because there are multiple finishes available for this specific screen. The customer must choose the finish they want for the...

screen. Please see the link below http://www.woodlanddirect.com/Fireplace-Accessories/Single-Panel-Screens/...⇄ let us know if there are any additional questions.Regards,[redacted]

Hello - We apologize for the confusion on our site. I have spoken with the Customer Service Manager and she is having the expedited shipping charges refunded to the customer.Please let us know if you need any additional information.

Hello - We apologize for all of the issues that have come with up with this fireplace door. Our Sales Manager, [redacted], spoke with the customer on 2/23 and a third door is being built. Additionally, we have refunded the customer $100 for his troubles. Please let us know if any additional...

information is needed.