Terrain Tracking Order Status

Every year I am foolish enough to purchase from this company and every year their items are on back order for 3 months…the people that work there are usually rude or arrogant and I am just tired tired tired of telling what they are doing wrong and them not changing. Better to just leave all together at this point and shop elsewhere. 2 stars for their unique curated collection, but good luck on the receiving end.

Echoing the sentiments of most of the reviewers, there are big customer service issues as well as product quality control issues which make it difficult to justify the price on many of their offerings. The products are so unique which keeps me coming back but I have become incredibly frustrated with the purchase process. The customer service issues do not get addressed. Many times, reps have said that someone would get back to me in 24-48 hours and noone emails back. Once, I found out by calling customer service that sometimes their servers do not send return labels to gmail accounts so we had to have it sent to an outlook account. I have returned many of the products I've purchased due to quality issues. The items do not look like the website photos at all. Wreaths and dried flowers are bare, decor arrives scratched, torn, or paint carelessly splashed on. When mailing back these items, they don't refund you the shipping to mail it back, they take it off your refund amount. This is unacceptable for a product that is damaged.The refunded amount is an arbitrary number, you have to keep contacting them to request the right amount. (This issue is ongoing). I should just contact my credit card company to dispute the charge at this point. Livechat option is a travesty because it's outsourced to another country and the reps can not communicate with you in English. They use OnTrac to mail items and Ontrac is notorious for losing packages and poor customer service themselves which only makes the problem worse. I have had an internal server error on my account where I can't delete old credit cards and can't access my account information for almost a year now and I've contacted them countless times. The internal server error is an issue with the website, not with my account or on my end. After many many attempts to get this problem resolved, no-one can do anything. Tech support advises to refresh cookies when this is a website issue. No-one takes it up the ladder in tech support to address the website issue. As other reviewers have noted, you can purchase items and you find out later that the item is on backorder to months later and your credit card is put on hold for the amount over and over as the backorder date is pushed out further and further. I am still waiting on an item I ordered late August and it's been pushed out 4 times to mid-December. I understand supply chain issues are world-wide but they should not sell the product if they can't fulfill the order. Perhaps, they can email or text when the item is back in stock but this is not offered as it is by other retailers. Item was marked red with a slash through it to signify it was on sale but the price did not go down at all. Spoke to customer service who could not explain why this was. Another time, shipping charge was $30 when removing one small item from the cart brought shipping down to $10. Adding the small item back to the cart changed shipping charge to $15. This makes no sense if the shipping amount is based on weight tiers. Overall, an absolute mess to deal with. The only reason I gave it 2 stars is because of the uniqueness of the product offerings and the eye for design that the prop stylists possess.

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.

Hey me again. It figures that once I posted a bad review for Terrain that they actually started shipping my orders. I received the trowel today, still waiting for two more items. I love the garden tools Terrain carries, no one in USA makes anything of this quality. Thanks Terrain.

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.