Woodland Direct

Hello - We apologize for the confusion on our siteI 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

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

Regarding this complaint, the customer has been contacted and is currently working with our Sales Support Manager on having a new custom door madeThere was an issue on our back end of the websiteNormally, when a custom fireplace door order has been placed, it is sent directly to one of our sales specialists for approvalBefore 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 questionsFor example, they would ask if the customer had a fireplace heater and would make adjustments to the sizing of the door accordinglyThis is where we had an issue with this orderThe order for the custom fireplace door that was placed on 10/1/did not get sent to a sales representative for approval and was automatically sent to the manufacturerThis was a one time glitch on our endIt has been corrected[redacted] ***, our Sales Support Manager has reached out to the customer regarding the doorThe 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

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, *** and I agreed to a new door plus a settlement of $ Regards, [redacted]

Hello - We apologize for all of the issues that have come with up with this fireplace doorOur Sales Manager, ***, spoke with the customer on 2/and a third door is being builtAdditionally, we have refunded the customer $for his troublesPlease let us know if any additional information is needed