Therusticway Reviews 

It's been 5 months since I placed an order and paid for a console table on 17th November and still no table or any form of reply to the multiple emails I have sent.
Really disappointed by the appalling lack of communication and absence of table.
Writing this review in a desperate attempt to get a response

Akin to many of the reviews I've read my experience with this company is extremely disappointing. I understand the need for patience (the lead time on my order was originally 4 weeks) but the lack of communication is not acceptable.
I have sent two emails one asking for an update & then a refund after waiting over 8 weeks neither of which have been replied back to.
I wouldn't recommend this company to anyone.

All the negative comments relate to delivery time and communication - all of which are valid. I ordered on 07/02/23. The order confirmation stated that delivery time for shelves would be 4 weeks, it also states delivery times are approximate. I waited 5 weeks before contacting, got a response saying they'd be sent out the following week, then no response to any other emails.

Anyway the shelves did turn up today 9.5 weeks after my order and they are fantastic, for the price paid I'm very impressed with the quality and finish.

If you are waiting for your order and getting annoyed just sit it out and know it will get there and when you do received it, it's worth the wait.

If the business reads this review, I'd recommend you adjust your delivery times to 12 weeks for all items, no one ever complained about getting something early.

Ordered 3 shelves and brackets at the end of January. Aware of the 8 week lead time on ordering as clearly indicated on the web page and the order confirmation. Delivered today (7 days from the order dispatch notification).
Excellent product, very competitively priced and delivered well packaged. Would use the company again.
The customer experience could be improved with a courtesy notification if the dispatch time is likely to be exceeded (hence 4 stars rather than 5).

The orders placed from the 9th December 2022 and now is 8th April, which means MORE than 4 MONTHS.
No response, ignore the email.
Very disappointed.

If this company actually responded to e-mails instead of finding the time to respond to negative feedback it might actually start working. Now waiting 14+ weeks (Ordered in December) for two shelves and brackets. Told they were being dispatched 3 weeks ago but nothing yet. No response to e-mails in the meantime. I just wanted an honest answer about when shelves would actually be ready, i'm pretty patient as long as know what to expect. Failing that could I have a refund instead. As a one person business myself I am loathe to post negative reviews but this is ridiculous. I've bought before in 2019, liked the product hence why I re-ordered. Better communication with customers would definitely help manage expectations. No communication at all just winds people up because it comes across as not respecting your buyer and taking the pee. If there's a family problem or massively changed delivery date then PLEASE COMMUNICATE THIS!!!

I made an order on the 13th March for 1 shelf. I am still waiting on shipping and delivery. No communication as of yet. I have made contact to no avail.......Let's wait and see. If your not a patient person.....order elsewhere 🙄

19th April and still no contact or delivery 😕
3rd of May and still no delivery. I will be requesting a refund via my credit card company.

I ordered a console table back in October 22, so far my order has never arrived. I have filled in the contact form several time, but I've had no response. Very poor service.

I ordered one shelf on the 25th February (site says 4 weeks to deliver).

4 weeks later, not even a dispatch notice.

I sent an email and was told it would be sent early the next week, we’re now at the end of the next week and zero communication, zero response to email, zero dispatch notice.

Just recieved my shelves and they were most definitely worth the wait. Really well made, I absolutely love them and will definitely be ordering from them again. Personally, now I've seen the shelves I understand why the delivery time takes so 'long'. In theory it wasn't a long wait for what was actually being produced, proper sturdy shelves that will actually last and look rustic and authentic for a long, long time. Thanks The Rustic Way 😊

Updated review with previous removed. We had a longer than expected wait, being told an 8 week lead time and waiting 12, with slightly poor communication, and no notice of delivery when they did finally arrive. However the shelves we ordered are really beautiful, excellent quality and came really well packaged. I think the company do a really good quality job which is why the wait is long, but email updates/being kept in the loop about delivery would be welcome, hence dropping a star!

Very poor! Long waiting time for items, very little communication, I will not be using this company again.

I ordered a shelf 6 weeks ago , having not received it , I emailed the company and have had no response

Similar to others, still waiting for my order. I hadn’t appreciated it was an 8 week delivery period when I ordered so when I realised I asked for a refund. James kindly said that he would be able to deliver the following week, however that was 3 weeks ago and we still haven’t received the desk, even though it says it has been shipped on my Shop App. I’ve not had a response to my emails over the last week chasing it. If it was going to be longer then I’d rather James had just been up front about it as I feel like I’ve been strung along when perhaps the desk isn’t even made yet. James if you read this can you please confirm if you have actually shipped this item or if it is still in manufacture? If I don’t hear soon I will process a refund through the bank.

I just wanted to say like all the reviews below I also ordered a coffee table back in November……….had no updates had to send several emails some I got a reply others I didn’t. I was told in 2 replies my order would be delivered it wasn’t!! I read all the reviews on here and decided to be patient as I wanted my table.

Eventually on Thursday after a 15 week wait I git the reply I’d waited for a tracking number and low and behold the courier had my order. So I’m pleased to say I’m very happy with my coffee table it’s beautifully made it’s perfect in size Im very happy.

My advice would be if you want a well made item and you don’t mine waiting (as Janes is working solo currently) I would be very patient as it’s definitely worth the wait. Thank you James 😊

I ordered a scaffold plank in December. As the website said it might take 8 weeks I waited until Feb to contact them. The reply said it would be dispatched the following week. Nothing arrived so I emailed to which there was no reply. I have emailed again to ask for a refund and received no reply so I am now going to have to pursue a refund through the bank. Thought I was ordering from a local company but I shouldn't assume that'll mean a better experience. As ever should always check Trust Pilot.

I ordered shelves from this company in November and have not yet received them. I contacted the company in January explaining that I neither received the shelves or a receipt for my purchase. I was told then that my order was "due for dispatch at the end of next week" and I should check my spam for my reciept. Still no shelves or receipt but they took my money!!! My order no is #85TP80787

We would echo the sentiments of all the other unhapppy customers. We ordered scaffold board shelves on Dec 14 2022, payment taken. Chased for an update on Feb 7 but got no reply. Still no sign of shelves being delivered or a reply and hence have no idea when or if they will come at all. Now pursuing a refund through the banks dispute process.

I have no idea about the quality of their product. I can, however, say that many reviews on here are correct. Customer service is non-existent at the moment. They do not respond to emails either on the website or the published email. But I was contacted by the owner today to say that they have some personal challenges that means their admin is suffering as not enough staff to manage orders.

Their terms and conditions refer to a phone number, there is no number to call. Perhaps they could have an automated chatbot on the site to let people know about current delivery and production issues before people put an order in?

I would have changed my delivery details if I had been able to talk to someone on the phone. Instead, I was forced to cancel the order. And could not do so within the 2 days they allow in their terms and conditions, as nobody got back to me or acknowledged my communication. I heard from the owner today again that my emails were not received. I do not know why, but I am inclined to believe him.

When I put in the paypal dispute it elicited a response from a different email address, I imagine their personal one. The dispute was quickly ruled in my favour and money is back to my account. I am told by the owner that paypal allows their users to resolve a dispute themselves, and that he did so in order to respond quickly to my refund request. Again, I am inclined to believe him.

Such a shame things went wrong due to admin and lack of staff, their stuff seems lovely, you cannot run a business well without any admin help.

I have upped my stars from 1 to 3 as owner was proactive on dealing with my review here and, if paypal works as he explained, then he found the time to return my money quickly at a time that is personally challenging for them.

I would keep their details on hand, and check delivery delays before ordering again.

Same experience as most other people here - ordered placed in November and still nothing on 20th February, several weeks after it should have arrived. Received a response to my initial email 3 weeks ago stating the table would be dispatched the following week, which it wasn’t, and no response to the three emails I’ve sent since. Totally understand they’re an independent business but the near complete lack of communication/ crazy wait times makes this feel quite scammy sadly. Hopeful I’m wrong and this provokes a response.

Update- have now received the order after posting this review. Thanks