TerrainReviews of shopterrain.com

Spent a few thousand dollars on outdoor furniture. Was happy with all but a set of chairs as they all broke in less than 30 days without anyone really sitting in them. Though they offered a refund, they require I return the materials (which are broken). I now have to buy new packing materials for large chairs and coordinate all of this return. Whenever I try to give feedback or request some flexibility, I do not get any acknowledgment and then they process pickups I am not ready for or tell me to drop it off at a UPS. I was ready to be a regular shopper here and this customer experience is so poor I won't come back.

Ordered flowers for my mom for Mother's Day. The total was $130 including "overnight delivery." They were delivered 2 days early and had shipped 2 days previously. They arrived wilted, sad-looking, and looked nothing like the bouquet I had ordered. I contacted customer service, which refunded me immediately and said I didn't need to return them (because they are dead flowers). Then received an email saying they needed to receive the refund within 30 days or I would be charged again. I followed up to inform them that this was conflicting with the phone call I had. They insist I return them "as the item still holds value for the company." So, not only have they ruined her Mother's Day, I now have to call my mom and ask her to fish dead flowers out of the trash, package them up, and ship them back. 0/1000 to not recommend. Trash product, horrible service.

Totally unresponsive customer service. My order came 10 days late and I asked for a refund, no response even after 3 emails. I will not shop here again.

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.

Spent hundreds of dollars on lights and strands last winter. Finally set them all up yesterday for the holidays and two lights flat out don’t work. CS response after i sent a short,,pleasant email asking them to replace? They will do nothing as it’s outside their 30 day window. Absolutely ridiculous and utterly disappointing. In this day and age CS is EVERYTHING and with so many shopping options, they shot themselves in the foot. F- to Terrain, I won’t shop there again - even though I had more of the lights and strands for my office quite literally in my shopping cart and ready to order.

I wish I had seen the complaints about this company before I placed my order. This company's customer service is total crap, and they lie to you. 1. I called to cancel the order, because as someone else mentioned I kept getting charged and refunded every 5 days or so. However, the item had not shipped. It was an accounting nightmare to have this happen all month long. 2. I got confirmation over the phone that the order was cancelled. I called my bank to put a stop order on the payment just in case I was charged again. My bank said they could see a refund and didn't want to mess anything up with the refund. They suggested I wait 24hrs. I did; sure enough, the following day, I received another charge on my account for the item. The refund was gone. I went to look to see if the item had shipped, and the item still said "processing." 3. I called my bank again, and this time, I put in a stop payment on the order. The payment dropped after 3 days. 2 days after the stop payment was put in place their customer service decides they are going to go out of their way to email me because they couldn't charge me anymore. I got an email saying that the order couldn't be canceled, because the shoes had already shipped at the time I canceled and was sent a tracking number. I looked at the tracking number, and the shoes had not shipped. Only the label was created. 4. I thought, I'll give them the benefit of the doubt and check to see if the item had in fact shipped. I looked the following day, and the shipping status of the item had not changed. I could also see that the label wasn't created until 2 days AFTER the stop payment. So, they could have canceled the shoes, because they in fact had not even attempted to ship until AFTER they weren't able to charge me. 5. It's been a week since the shipping label was created, and the item still has not updated from label created, AND guess what? Terrain did a work around and charged my bank account via a different method. They lied about being able to cancel the order. It was not in route to me at the time of my cancelation, and there is proof. They just stated that so they could get paid. I'm not going to be charged a ridiculous amount of money for one item that I will never receive. No amount of sending me coupons, which I haven't used, is going to get me to ever shop here again or forget the terrible customer service.

I ordered two teak patio chairs from terrain. They arrived in pieces in a ripped up, tattered box. So poorly packed that I knew before opening it that they were smashed up. Then customer service was a nightmare. Had to call 3 times for clarification on exchange. I got email saying they had charged me $44.09 for the exchange for my broken chairs…whaaat?! Had to call back AGAIN to make sure that wasn’t going to happen. I still really want the chairs. Waiting on the email for new exchanged chairs to arrive. Hope summer won’t be over before they show up. What an absolute headache. Ugh!!!