Rude and bad buisness
I bought a table from Rustikka. I ordered the table in the beginning of september and the table had a good discount. The table was actually not available when I ordered it but they said it should be shipped by the end of september. Soon after I ordered the table they told me that the discount on the website was wrong and I had to pay more for the table, so I did. I also asked about a shipping date and then they told me it would be postponed (the shipping was actuallt postponed about 4 times and I ended up getting the table in the beginning of march, this is of course not Rustikkas fault but a supply problem but they said they would let me know, they never did.. I found out about the date being changed by checking their website myself or writing to them myself, not once did they send me an email to tell me hey sorry, your shipping date is postponed, even though they said they would) when the time finally came for the table to be shipped, they send me a super passive agressive email saying that they are happy to tell me the table is ready for shipping but because of the inflation in Europe the shipping cost was not 499dkk anymore, this amount was already paid, but about 9500dkk. This amount is almost as much ad the table itself. I had been waiting for the table for 6 months and to get this email was so dissapointing. I tried to ask them to find another solution or meet me half way because to be honest both the false discount in the beginning and the shipping cost in the beginning are their fail, the inflation did not cause shipping to increase by almost 2000% so I felt very strongly that they should take some of the damage. Their answers were so rude and long story short, in the end I paid another company to pick the table up and ship it to me for a fair price but THEY STILL did not repay me the shipping cost I paid in the beginning. I would never do buisness with this company again. If everything is smooth it might be fine but if there is the slightest problem you will be met with rude staff that are not willing to compromise or help at all and as of now they have charged me shipping cost for an order I picked up at the store that I am still hoping they will repay me but we will see :)
Reply from rustikka.dk
Dear Kristin,
I am very shocked by this review, and I am left with a feeling of injustice and powerlessness over a huge misunderstanding in our communication - perhaps on the basis of the language differences? Because what you write there, I can't recognize at all, and that you are left with a feeling of a directly rude staff makes me extremely sad and I am very misunderstood? Would you please elaborate on where we have been rude and passive aggressive in our communication? I have suggested to you several times whether we should call together on the phone instead of e-mail, so that we could find a solution together, and to avoid these misunderstandings, as it can be difficult to communicate across multiple languages. I’ve only tried to be helpful.
And that you have not received money back for the shipping is an outright lie, because the money has never been withdrawn. The money was only charged for the table, and not for the shipping, so I think you should check that again before making such accusations.
I have really done everything I could to help you, and have also expressed my annoyance and frustration to you many times and apologized for the long delivery time from our supplier. As I have made clear from the start, we have never been able to guarantee a delivery date for the table, which we also write on the website, and the first expected delivery date was January/February as stated on the website, and you follow up on the table already in January, when we haven't had time to hear anything new about the table from the supplier, so I couldn't get ahead of you?
I really don't think your criticism is fair and justified. It hits me very personally, as we are a very small family-owned business with very few employees, and therefore our customers and providing good customer service mean EVERYTHING to us, so most of I am of course shocked and DEEPLY sad that you are left with this feeling on the basis of (I can understand) many misunderstandings.
We are not perfect, but we go to work and try to do our best every day. And when I look back at the situation, I cannot point out where we could have acted differently based on the given situation and for the extraordinary price increase on deliveries to Iceland we got from our supplier, so I am deeply sorry that you experienced it in a completely different way. :-(
I wish you had reached out to me so we could help you. If you are interested in it, I hope you will contact me, so we can figure it out.
Best regards Christina
~ owner of rustikka.dk
