Julie G.

I have filed a complaint with the BBB on August 2,2018 and they have been contacted multiple times by the BBB but have not responded. The case is currently still open, however, as I don't see they are looking to resolve this I feel it is important that I share this with others.

This complaint was filed on June 22,2018 with the customer service department.
Dear Terra's Kitchen Customer Service,

I am a new customer to Terra's Kitchen and received my first box yesterday 06/21/2018. After bringing the vessel in onto my kitchen counter, removing the contents and placing the vessel outside. My husband and I noticed a few hours later that the bottom of the box itself had scratched my granite counter top. We went back outside to look at the bottom of the box and because of it's constant use and how the refrigerator box is put together the cardboard had worn away to show these metal pieces that were specifically placed there to hold the box together that was responsible for scratching my counter. I have attached pictures for your reference. We also have an HD in home security camera that shows the entire day and how the vessel was brought into the house, removed from the house, following with us realizing our counters were now scratched that shows we did nothing but bring the vessel in it sat on the counter. I will also provide that video as well but it is 6 GB and cannot be sent via email. I am in absolute shock and cannot believe this has happened, but I do expect compensation to fix my counter tops because the vessel itself is responsible for destroying my counter tops when we did nothing but exactly what every youtube video and Terra's Kitchen video shows on how to handle the vessel itself. Please call or email me at your earliest convenience to rectify this matter. Additionally, I did call the customer service number on the box as well yesterday but have received no response. I have attached the photos below for your review and as stated can also provide the full day's video evidence.

Regards

After placing that email to Terra's Kitchen I received a follow up email that my information has been forwarded along to their management team. A week later I received a call from Megan Pollard, the Director of Partner Relations that she would work to get this fixed. I since have emailed her multiple times for a course of action and follow up but have not heard from her since. My expensive counter tops are still scratched because of Terra's Kitchen.