Terra's Kitchen Avis 476

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.

I was very hopeful about Terra's Kitchen but ultimately disappointed with the health quality of the food. On the website it says "Terra’s Kitchen believes in sourcing clean, sustainable ingredients that follow the principles of the Mediterranean lifestyle. We source products that are antibiotic- and hormone-free, as well as non-GMO and organic, when possible." I subscribed based on that information but found it to be untrue when the meals arrived week after week. It was never clear that any of the fresh ingredients were organic or clean in any other way and the packaged ingredients they included certainly were not (just mass market name brand condiments, etc.) which felt off-brand and did not inspire confidence in the quality of the food I was serving my family and especially my children. In addition, the recipes often called for ingredients like canola oil which is probably the most unhealthy of all oils they could have chosen?!? I figured they're just trying to make the most money by skimping on the quality of the ingredients they provide but couldn't they at least educate their customers by suggesting healthier choices in our home pantries? It's such a shame because this service has such potential and the logistics of ordering and the packaging of the meals was great. Perhaps they need some well informed nutritionists to help make their meals into truly clean and healthy food. Or a more affordable level of service for those who just want tasty food that checks the boxes for a certain "diet" like paleo or gluten free; and a second tier more expensive service for those that also care about superior quality of ingredients.

I LOVE Terra's Kitchen. They add new recipes every week, and everything I've tried has been simple, healthy, and delicious. I appreciate the company's dedication to ethically sourced food and environmentally friendly packaging.

While the meals can be a little pricey, compared to going out or ordering in, they are saving us money, and what you're paying for is quality ingredients and tons of saved time. For our family, it's definitely worth it. Plus I no longer have to spend tons of time meal-planning or figuring out what to buy from the grocery store. We now just get our breakfast and lunch staples and have a constantly changing set of dinner recipes from TK.

Are they all robots? Have never gotten a personalized answer -- just the robot -- regarding a screwed up delivery. While I think the delivery issue is all on FedEx's head, and I appreciate the eventual robotic answer and the credit, it should be noted that the competition has living breathing and responding humans at 9 pm when you finally know your delivery has been screwed up.

At the end of every week my fridge is clean and empty after having just the right amount of meals, snacks and fruit. No waste=money saved

Great quality food and very easy recipes, really easy to do after work in under 30 min. The amazing thing is how fantastic the recipes are, despite the simplicity!
I think this speaks to the quality of the ingredients.
And they accommodate gluten free and other dietary needs!
Customer service has also been very prompt and courteous.

We are enjoying the food from Terra's Kitchen very much. It is fun, after cooking family meals for 40 years and feeling sort of stuck in a recipe rut.Cooking for just the two of us seemed less interesting and I feel less motivated to do it. Having Terra's do most of the prep and presenting very different healthy portioned recipes has been a help. We love the food. I would give 5 stars but we had to toss the contents of 2 vessels because they arrived warm instead of cold. (One phone call and Terra's resolved the matter instantly each time.) Also, even though the prep is mostly done and the recipes are clearly written and nicely illustrated, much of the cooking involves many steps, pots and utensils. There is plenty of cleanup needed after most recipes. The food is healthy, high quality and delicious though so we will continue happily to be Terra's customers

Lots of really nice food. Love that it gets delivered to my door step, that I don’t have to rush home if I happened to be out, and that nearly everything is chopped and ready to go.
I wish I could rate/ comment about the food individually cause after a while I have forgotten what I have ordered.

We continue to be delighted with our experience. The meals are always so yummy and liked by the whole family. So far so good.

One of the best home deliveries we have tried yet! Packaging is cold and very organized. The recipes are amazing. Food is fresh and proportioned out.
Easy to order and edit meals. Thumbs up!

Love the food options, the ease of cooking the recipes, and the delivery system.

Great tasting food, easy to use reusable container, ecofriendly and thoughtful approach to food and delivery. It’s a bit more cost than other services but worth it for the larger serving sizes.

The food is very good and l love how cold and fresh the container keeps it. And the prep work being mostly finished, saves a lot time and energy. A little pricey and I wish free shipping would apply on less than $100. Would like more frequent new menu items.

I have been so pleased with Terra's Kitchen. The quality and selection are outstanding and we're not eating the same old foods we used to. Terra's has surpassed my expectations and whenever I have any questions their customer support takes care of it all. I would definitely recommend Terra's!!

The food is very fresh and tasty. I like how the food is delivered in recyclable containers and a cooler that is sent back. Very convenient. I think Terra's Kitchen would be better if there was more variety for meal choices and ingredients

Food is amazing! Also, deliveries are super easy with the travel vessel. I don't have to worry about being home right when it gets there. Also, how everything is packaged is straight forward and easy.

Delivery days:
LOVE all the options, such as snacks, breakfast, lunch salads. Most of the dinners have been really good. The only reason I didn't give four stars is that I can't receive deliveries on Sunday or Monday. I usually order lunches/snacks for work and save them for the next week. I've had to throw some away since they didn't stay fresh. I don't need meals on the weekends since I have time to cook and prepare.

Terra’s kitchen has been so helpful in my path to eating healthier. The recipes are tasty, healthy, and so easy to cook. I love how all the prep work is done and I just have to prepare. Also, the vessel that the food is shipped in is amazing! So little waste! I’m so happy I found Terra’s kitchen!

Great food, good choices. Need to be available to receive box as soon as it arrives food is not that cold on arrival

The food is good and most of the recipes we have tried have been very tasty - a few have been bland. We recipes changed/ were added a bit more frequently. We have had some challenges with the way the website works and the service overall but we’ve kept our subscription rolling regardless and things have been sorted out relatively quickly. Ordering could be simpler but it’s not horrible if you don’t have to change anything (like the day for a given weeks delivery etc)