Terrain Avis 51

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.

No indication that your items will be backorder until weeks after ordering.

I ordered some pottery planters back in March, and didn't even get informed that it was on backorder until 3 weeks after ordering, and they promised shipment in 2 weeks, only to send me another delay of another 2 weeks at the last minute, which is now overdue by a week with no notice. The entire time, this same pot is still available for sale on their website with no indication that it isn't in stock. Really doesn't seem very trustworthy. Would not recommend this vendor.

I just ordered flower bulbs and a tray. They sent me an update (which is odd because they usually don't send those) that states the bulbs are coming, but that the tray will be backordered until August something. This is ridiculous, they already have my money. It is a bait and switch to offer an item that isn't available for three months.

Customer service is horrible. Ordered an item for my wife in October as a Christmas gift. They told me that it would ship out the next week. When the order did not come I inquired as to why it had not shipped yet and was told that it was on back order and that it would ship out on Christmas Eve. Called again and was told that it would ship out at the beginning of Jan. Called multiple times after and was told that the item was on back order and that it would ship out shortly but it is now feb and still on back order. DO NOT Order anything from this lying company.

On 1/8/21 I ordered a pair of Ilse Jacobsen rain boots, size 7, from the Shop terrain website. On 1/13/21 I was informed my order was canceled. No reason was given. I pulled up the website, thinking the boots must be sold out. But no, there they were, still offered on the site as being available. Thinking that perhaps the size I ordered was out of stock, I reordered the boots, this time in size 6. The purchase went through & I was excited that I would be receiving the boots soon. Today, however, I was notified that my second purchase was canceled.
No reason was given.
Why are the boots offered on the site if they cannot fill the orders? That is false advertising. And why didn't I receive an explanation about why they couldn't fill the order? This is very poor customer service - in truth, no customer service at all.
I won't be ordering from them again. My rating is no stars, but that's not an option above.

This company is the worst. Considering that they sell everything at about a 1000% markup, their customer service is a total joke. I placed an order over 3 weeks ago, the item was in stock. They have not sent tracking. I asked for a refund 4 days ago and was told "the item is too far along in the process to issue a refund" - yet four days later it has not shipped. I've sent numerous emails and 24 hours later get a generic response like "you'll be sent tracking once it ships". I am filing a complaint with the FTC today, this company should not be in operation. Also, they keep reversing the charge on my debit card and repost it a few days later, so my bank account is constantly unbalanced.

Absolutely the worst customer service I have ever encountered! They lied about why a shipment was delayed, blamed it on "Afterpay" and said that Afterpay had not distributed payment, then when Afterpay secured a confirmation that this wasn't the case, I get an email that it's because their shipment is delayed. I ask to just cancel the order and am told they will follow through when....
nope.
They just go ahead as if nothing at all was a problem.
This is the second time I've had issues with them and absolutely The Last Time EVER I will deal with them.
Save yourself the hassle -- shop somewhere else.

I ordered a planter and the information they provide on their site regarding the size of their planters are incredibly unhelpful, it turns out. A lot of shops include details about the interior sizing... what sense does it make to provide only information about the outer sizing of the planter? Not only do they charge for shipping, regardless of of how much you spend, but **returns cost $9.95!** To top it off, the pre-paid return label they email you has SAMPLE stamped over the barcode so you can't actually use it!
They do offer free in-store returns in case anyone lives near any of their 7 stores... which is also ridiculous. I'm never ordering online from Terrain again, which is a shame because they do have some nice things. But I'm not willing to spend $9.95 + my time and effort every time I want to return something, especially as the information they provide on their website is inaccurate.