Reviews

Worst Customer experience I have had in all my years of ordering in this industry. From inexperienced sales reps not knowing what to quote all the way to the incompetent customer service reps that do not follow through. The vinyl walls we ordered have been delayed week over week for 7 weeks. I am beginning to see what the other reviewers are talking about here. I have been told by 4 different people at Terra that the vinyl walls we ordered will be completed in the next day or two with a tracking number to be sent to me. I follow up after day 3 and I get the same response. I then follow up again and the same thing happens. I finally was told today that ***** would go back to the production ************* with the manager and call me back. Instead of a call I get an email telling me the same info that it is delayed yet again blaming labor, material, and uncomfortable working conditions. I was also told at the beginning of the ordering process that I could pay a huge expedite fee to receive the product faster. But then we got steam rolled by another order that was expedited the same day we ordered. This is only vinyl sheets with a plastic edge sewn on. How incompetent can this company be that they cannot turn this in a couple weeks time. It has now been 7 weeks and still counting. We will be contacting the company to cancel on Monday if they have not made more effort to deliver. Terra Universal does not live up to the statements that they have made here or in their website. Dont bother with your robot copy paste response that you have made here before. Make a difference.

Dear ********,Thank you for submitting your honest review of your experience with Terra. We apologize for failing to meet your expectations (are our own expectations) on this order. Our team was able to place the finishing touches on your order this morning and schedule the shipment. Your shipment will be picked up this afternoon. You will receive an email from Terra with your tracking number, estimated arrival time, and freight company information.Thank you for your patience with us on this order. We vow to perform better next time.Terra ************* Team

Beware of this company. We ordered the ScanAir pro system last November 2022. They quoted us $3000 for the system. Part number was verified to include all 3 parts of system. We paid invoice and they sent confirmation of receipt of payment which included the list of items and photo of system on their confirmation. They shipped the part and it was sent to *****! Someone at company put SP on package instead of CI After many back and forth emails the company requested a return of the equipment from ***** back to them. They then sent it to our broker who then forwarded the package to us. (Didnt want it to end up in ***** again)When I finally received the package 6 months after placing order and 3 months after they sent it to wrong country, only one part was in it. One part of a system that was ordered and confirmed by company. Where was the system I was quoted and paid for?They then informed me the there was some miscommunication between them and the supplier (I thought they were suppliers) and that if we wanted the complete system we would need to pay them $13000 to $20,000 more (depending on who emailed me)That was not what we were told on a number of emails but now they want us to pay extra or return the item? Talk about shady sales practices. No wonder they are not part of BBB. Ive wasted numerous man hours trying to get a complete system which were quoted for, and now I have to return it at a loss of hundreds of dollars.

Dear ***,Thank you for taking the time to provide this honest feedback. It is Terra's goal to exceed our customer's expectations with the quality of our products and services. We clearly did not meet your, or our, expectations on this order and we do apologize for the delays and frustration this has caused.Terra distributes particle counters and filter testing systems from our supplier, a manufactured called Lighthouse based in *******. In setting up our web pages, and internal records, associated with their HEPA filter testing system, a miscommunication between Terra and Lighthouse caused the system that you ordered to be incorrectly earmarked as inclusive of the particle counter and accessories. As you know, the system does not include these extra products, but asks the customer to purchase these items separately from Terra or another particle counter distributor.Terra does not, in any way, employ shady sales tactics or bate-and-switch approaches, as you imply in your review. We proudly work with most of the U.S. Fortune 500 companies in high technology (as evidenced by our preferred customer list on our website) and boast over ***** positive online reviews (at an average rating of 4.8 stars). We would not have knowingly sold or shipped an incomplete system to you; this system is compatible with most commercially-available particle counters, so you were not beholden to purchase the additional equipment from Terra.We will investigate the root causes of this issue to prevent future instances of this ilk. I can assure you that we take every customer review very seriously. I hope you give Terra another chance in the future, I am confident that your second experience with Terra will be excellent.Thanks again for your feedback, ***.**** ****************************** Director Terra Universal

VERY disappointed with this business, who does not seem to even adhere to their own posted ethics boasting honesty and ********************. We are now in week 41 for our order with no sign of resolution. They have been telling us "two to four weeks" for the past seven or eight weeks. Our order manager never seems to have any real information for us and we feel we are being given the "two to four more weeks" answer just to be placated. If the information I was given yesterday was correct (and I don't trust that for a moment), then it will have taken 46 weeks by the time our order is complete and delivered. They demand payment in full up front, and then hold it over your head that if you want any promises on lead time, you must pay an additional 30% of your order. We are still being told this now, even though we are almost double our original estimation of 22 weeks, which feels like borderline extortion. I feel I am being lied to when they keep telling us that it's "almost" at the next stage of production - I wish they would simply tell me the truth. It is of my opinion that they continually delay non-FastTrak orders past a reasonable point in order to accommodate orders in which they have made, in some cases, a significant amount of money in addition to the base cost (via the "FastTrak" fee). If they were inundated with High Priority orders, then Terra Universal needs to communicate that to me if that's the continual delay.

Dear ******, Thank you for taking the time to write this honest feedback of your experience with Terra. It is our goal to exceed our customer's expectations with the quality of our products and services, but we clearly did not meet your, or our, expectations on this order. We apologize for the delays on your order and the downstream issues these delays have caused to this project.In speaking this morning with our product line managers, I was assured that our teams are working double shifts to complete your order as soon as possible. The current estimation is a ship date of next Tuesday, 4/4. We will continue to work hand-in-glove with our production managers to ensure we meet or exceed this estimated ship date.I can assure you that Terra does not suppress non-expedited orders to prioritize those who have purchased our expedited manufacturing service, called FastTrak. We treat each order as urgent and understand that any delays will impact our customers. The pass through chamber purchased on your order is customized to fit a thinner wall thickness; the manufacture of customized products, as opposed to their standardized alternatives, can, in certain cases, encounter unforseen challenges. This pass through chamber, from a design perspective, presented several challenges that our engineering team has finally been able to resolve.Thank you again for reaching out to us, we value our customer's feedback and continually look for ways to optimize our processes to limit delays of this ilk in the future.We hope that you keep Terra in mind for future orders, we vow to perform up to your expectations next time.Thanks again.****************** ******************** Director Terra Universal

Dear ****, Thank you for taking the time to reassure me regarding this matter, and for explaining the situation more clearly. If we had had the knowledge of ********************* delays, we would have been able to course-correct our projected timeline; but I will be able to create a tentative timeline with my Project Manager with this information. Terra products do stand out as a quality product and our clients like them, and I truly am happy to have a resolution to this matter. Thank you again, for your honesty and your response, ******