ComplaintsforTerrain

• Initial Complaint

  05/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for a planter on April 25th. This cost $73.50. The order number is **********. Seems like a simple transaction.I received a notice on April 28th to say my order was on its way. The company's tracking website showed three updates and that the package was in a shipping center in **********. I left for a trip and once I got back on May 2nd, I checked and there was absolutely no update to my order details. Still in **********. I finally reached out via Terrain's chat feature on May 8th. I spoke with ***** (chat #********) who apologized and refunded my shipping. He assured my package would arrive by 7:00 pm on May 9th. It did not.Today, 5/12 at 3:00 pm, I just called Terrain's help line and was connected with "******." She was absolutely not helpful and seemed uninterested in resolving the issue. She said my delivery was scheduled for May 11th (not what I was told before). She said I had to call back tomorrow to report it lost or stolen, putting it on the customer to resolve **********************'s ***** up. I let her know this was an unacceptable resolution. She also didn't appear to want to acknowledge that according to their shipping center my package has been sitting in ********** for weeks, and that "*****" obviously lied to me about this being taken care of.Following the call I emailed Terrain support and described the above. The response I received from "************" read "As your not receive the package, let me submit a lost package. For lost packages, our goal is to get it to you. However, if we arent able to, well be happy to research the missing package and offer solutions. I have arranged to have this further reviewed. Once processed, you will receive confirmation via email within ***** business hours."I resent the characterization of this as a "lost package." Their own company tracking has shown it sitting in ********** for week. I cannot get a straight story or anyone taking responsibility, just delay. They have my money, I have nothing.

  Business response

  05/13/2022

  Thank you for contacting us. A replacement order has been processed and you will receive tracking information once the item has shipped. We sincerely apologize for any inconveniences. Thank you for shopping with us. 

  Customer response

  05/13/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because I have not received the replacement package yet. I have no confidence I will receive it in a timely manner given my experience with Terrain and their habit of providing bad and conflicting information so far (they have previously assured me my package was on its way to me for that to turn out as untrue). I will only remove my complaint once the company exhibits due care and diligence in making the sure the package actually ships and is received.
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Business response

  05/15/2022

  A replacement order was shipped out for the planter on May 13, 2022. Tracking for the package shows that it was delivered to customer on Saturday, May 14th. If customer didn't receive the replacement, please contact our customer service and request to speak to a supervisor.

  Customer response

  05/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I can confirm I received the package yesterday, Saturday, May 14. Thank you for BBB's assistance in resolving this issue since the company was clearly unwilling to do so on its own initiative. In light of (finally) receiving my package, I am withdrawing my complaint. However, I still find Terrain's behavior ******* unacceptable. My receipt of the package in two days shows that there was clearly an issue with the shipping of my original package from the get go and that any competent person could have recognized and resolved quickly on their end. They were simply unwilling to help until your intervention. They have done nothing, beyond a refund of shipping, to compensate me for this total breakdown and failure of customer service and waste of hours of my time. They exhibited dysfunction at every layer. This was my first order and my last. I will never do business with Terrain again and will be sure to relay my negative experience to as many people as possible. They have lost a customer for life, when all they had to do was the right thing as the outset.
  
  Regards,
  
  ***********************
  
  

• Initial Complaint

  02/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered $111.45 worth of items (this amount includes items plus sales tax) from Terrain in November and promptly returned them in December. I was credited $100.29 this amount on my checking account (which is approximately the total of the items + sales tax, minus the $9.95 return shipping, but not quite.) That was fine. In Feb, Terrain suddenly charged me back for $100.29 with no explanation or email communication. I have now called twice, proven delivery to them, which was made using their label. After two calls, they have now just refunded me $90.24. This is $10 shy of what they still owe me. I want my full refund AND an apology from this company for charging my card for no reason at all. Why am I now paying a $10 penalty for their screw up? Also what is the deal with charging more in sales tax than you credit on a return - now that I notice that part -? I want a full refund for the items and the tax. I also want others to know they should be aware that Terrain could just be using the credit card info you provided whenever they feel like it - watch your statements.

  Business response

  02/28/2022

  The remaining amount of $9.95 has been refunded.  The reason for the charge is that we require that damage items be returned to us within 30 days.  I apologize that it took multiple calls to get the issue resolved.

  Customer response

  03/02/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the BBB in reference to complaint ID ********, and look forward to Terrain's response.  This complaint it not yet resolved.

  Regards,

  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩