Terrain – Cashback, Rebates & Rewards

I ordered something for Christmas in October. It is now Christmas eve, I have finally received a response from Bandi in customer service, ignoring my request for a refund, she wrote that they expected the item to be in stock on January 6 and would send it to me then. It is of no use to me then. I want a refund. I have bought from them in the past - and bought a gift from them for my daughter this year too, which she received - but never again. And customer service addressed the email to my daughter even though my name is part of my Gmail address and the account is in my name. Just appalling.

THE WORST CUSTOMER SERVICE I HAVE EVER DEALT WITH. I submitted a claim for a broken pot on 12/4. The email confirmation said I would receive a response within 72 hours. It is now 12/13, and I have not received a response back. I’ve tried calling and emailing their service lines, and that has not done anything to help. I’m currently sitting on hold waiting for a customer service representative to pick up the phone…it’s already been 30 minutes.

I ordered a Decorated mini feather tree and it arrived without packing material so of course the ornmants on the tree were broken. I tried the chat - got a robot. I tried calling and was on hold for 2 hours. I called their brick and mortor stores - was cut off and never ever spoke to a real person. This happened with the same item last year. I think they have expanded their business to include restaurants, events, garden that now they can't provide adequate customer service. Or, they think their products are so good they just don't care. That's what I think!

Had such a great experience shopping at Terrain. My retail associate was incredibly helpful and kind. I was looking for some very specific candles I had bought years ago. Though they didn't sell those anymore, she was able to help me find something similar that I actually love even more. I really appreciate the individualized attention.

I am very surprised reading some negative reviews since my experience with their toll free (877) customer service was a breath of fresh air. I do understand when companies have delayed shipments since so many items are backordered due to manufacturing delays (COVID staffing issues?). I had questions the store couldn't answer but was absolutely relieved to talk to Allison in customer service. She is an outstanding representative of the department's commitment to assist customers. I will update my review when I receive the items. I ordered several items and they will be shipped separately due to staggering availability dates so I hope the rest of the transaction is smooth.