TerrainReviews of shopterrain.com

Do yourself a favor & do not buy from this company. Products are not what they appear in the adds. It is difficult at best to find a way to file a complaint for this company let alone find the reviews before buying. I agree with all the negative posts on here. They delivered defective merchandise. They told me if I wanted to keep it they would provide a discount. Because it was usable in it’s condition, I agreed. They did not provide the discount & said because I agreed to it I could no longer return the items. Such a scam!

I am editing my original review to be more succinct about the cause of the single star: customer service has disappeared at Terrain. Terrain used to have people that you could talk to for help, but that has disappeared in favor of a robot assistant that can't parse written English. Their (supposed) help process usually involves multiple transitions as people transfer issues to another person, but nobody is able to take action. Sometimes things just peter out with no resolution. Sometimes they claim to process a refund but don't do so effectively (amounts come through in bits and pieces with poor communication). Again and again, you get transferred to someone who claims something happened, but the refund doesn't happen. You can't get an answer or discuss it with anyone. Their whole customer service, including the return process, is broken. If you enter a chat, it's only the auto-assistant that can't manage the situation, or refers you (supposedly) to a representative, but the chat is never picked up. I waited 20 minutes, and then the auto-assistant decided nobody was available and they would need to (supposedly) open up an email request. Note that this is the same broken system that Anthropologie uses. Fortunately, I have a good credit card company that took care of the problem. Don't purchase anything from them without knowing you have credit card protection. You'll need it. Although you might decide that it's unlikely you will need to return something and purchase anyway, consider the fact that both Terrain and Anthropologie are notoriously bad at packaging, and items often arrive broken or damaged; then you will need to use this broken customer service process unless you do have credit card protection. You can go days or weeks waiting for a reply from the company, and sometimes there is no answer. Nobody needs this kind of aggravation in their life.

I was foolish enough to buy from this company and now they say the order got lost, and they haven't resolved the issue in two weeks. They won't refund the money or resend the item. They keep saying that they will review the issue but don't do anything. Don't buy from this company if you don't want to run into problems.

I ordered several hurricane lanterns that arrived broken. I've called in, emailed, sent in evidence/pictures of the broken lanterns and customer service is not responding. The initial phone call resulted in customer service will email you, that took a week, sent in pictures and nothing for several days. This has been a nightmare. I just want to be refunded for the items that arrived broken. Customer service is via Urban Outfitters, the parent company. I will now have to go through my credit card to dispute the payment. Horrible way to treat customers!

UNBELIEVABLE!! NEVER AGAIN, WILL I ORDER!! Delivery person carelessly and lazily threw my package from my house front curb to the fenced sidewalk. Yes, my fence has an easy entrance to use, so no excuse to open it and walk my package to my postal box marked exclusively for packages. My package was left in full view for anyone to come by and steal it, because the carrier left on the sidewalk! I saved my house video as proof. My package contained my purchases of lavender sugar cubes and you guessed it... the sugar cubes broke because the carrier threw my package about 10 feet in the air where it landed on my sidewalk. To add to my frustrations, the carrier wrote that he "hand-delivered my package", which is a full outright lie!!! Furthermore. I attempted several times to calling the Terrain phone number listed on the site (877-897-6031) to speak to someone about this ridiculous delivery transaction, and after following the prompt, "Press 1 to speak to someone regarding your online order", the prompt instead disconnected me!!!! Attempted to call 6 times and this is the only option to reach someone, and yep, it disconnected me each time!!!!! UTTERLY RIDICULOUS! I will never order from this company again: it was my first time, and that was PATHETIC!!!!!

There are no words to adequately describe how incredibly dismal the Terrain customer service is. I placed an order a month before I had received an email saying that shipping would be delayed. I tried contacting the company through email and chat to cancel my order, and after multiple attempts with no response I finally texted with an agent that agreed to cancel the order. Two weeks later, I received another email indicating that my order was shipping. After several emails back and forth, I was told that there was no record of my cancelation and that I could return the items when I received them. My attempts at returning are in vain, because the online order history indicates that the items are non-refundable. I am contacting my credit card company to initiate a charge back and will never try to do business with Terrain again.

Without having even placed an order I can tell that this company's CS is abysmal. For 10-15 minutes I went in circles during an online chat with a rep who clearly didn't understand my question, and was even looking at a different set of measurements than I was as he(?) insisted that they were in cm, not inches. I then tried calling the CS number and spoke with a woman who didn't have any more information than what I could see on the web page. Maybe this isn't their fault but the website folks need to clear up the kinds of discrepancies that make things confusing for shoppers, and give reps the tools they need to actually answer questions.

I have shopped there for many years Have even gone out of my way to go to the café in Pennsylvania A recent experience of chasing down a replacement for a broken Christmas light that I received has been horrific it is the day before Christmas Eve and I of course still don’t have the replacement. Literally, the worst customer service I have ever experienced in my life It was not the employees it is the company itself the lack of communication The lack of respect and regard for the fact that people are spending their money with them and are entitled to some kind of decent service I will never EVER shop there again The one star is for the employees that I dealt with