Terra Outdoor Living — Local services in San Pablo

On 6/23/19 we bought a teak table and side table and 6 wicker lounge chairs with cushions for over $4,000 at the Terra Richmond Outlet Center. We inspected the furniture and the cushion covers for our purchase. We trusted that the filling of the cushions would be intact. We also asked if they could make a hole for an umbrella, they said yes, and that they needed to put in two holes for better stability.

Before delivery we decided to wash all the cushion covers. After unzipping the cushions we found out that 5 of 6 of the cushions were extremely deteriorated and 4 out of 6 of the back pillows were filled with foam without cases to hold them. When the delivery truck arrived, the driver said the manager didn’t add the umbrella holes and then asked if we still wanted the table. Instead of calling to let us know they couldn’t install the holes, they waited until it was at our home.

We expect honest disclosure of the problems, even when discounted products are sold, that way the customer is aware of what they are paying for. We understand some defects and wear and tear, however this is beyond reasonable expectations....

Edit: I continue to be so impressed by the folks at the Terra Outdoor Living outlet. When I purchased my firepit last December, they didn’t have the matching propane tank cover in stock. I asked them to call me if it ever came in stock… but didn’t have much faith I would get a call because it was a huge ask to be remembered and contacted. Whelp, this weekend…Mathew reached out to me. He also took pics of the propane tank cover and sent them to me, sent me a quote, and when I gave the thumbs up set it aside for me. Who does that! I love the quality of the merchandise… my fire pit is amazing… but I am even more impressed with the high caliber customer service. If I could give 10 stars I wouldn’t

Original review: Very very helpful staff. I was extremely indecisive and they helped me weigh all my options, lit up several fire tables for me, even discussed design and placement in my yard. The delivery guys they recommended were awesome as well. Could not be happier with the staff or...

I visited the outlet for the first time during their huge January sale. The prices were pretty amazing, but what surprised me most was the excellent customer service that I received from Matthew. One thing to note is that many people need extra attention when making their purchase, but if you are patient one of the excellent sales staff will help you navigate all of your questions. We purchased a dining set and other pieces to complete our Terra ensemble. I will definitely return to the outlet, even over the retail stores, they have more inventory that you can actually see and the best sales staff...ask for Matthew. This is a huge compliment since I live 10 minutes from a full retail store and I have to drive almost an hour to get to the outlet!! They also have a great mover Erick who can deliver all of your purchases. ...