Therusticway Reviews 

I agree with other reviews, I have never encountered a company that are so poor with communication. I placed my order months ago and have heard nothing since. I have tried contacting the company and have had no response. I have no idea whether to expect my order or not. I really wish like other people on here that I read the reviews before placing my order. I understand that companies are taking longer with orders for obvious reasons, but when you set a long wait time and you do not honour it, the least you can do is keep your customers informed. I certainly won't be ordering from them again and based on my experience, which appears to follow a common theme, I wouldn't advise others to either.

Well worth the wait!! So happy with our coffee table it's perfect. Best things come to those that wait patiently.
Thank you so much guys, you'll see I've ordered a dining table and 2 benches, it says you are behind on your website, but if it's as good as this table, I don't care if we wait 6 months, your unique craftsmanship is worth it! Thank you x

We were told that our delivery of two shelves would be up to a month for delivery, because ‘they were busy’ After a month l made contact and was told it would be the following week. A week later nothing! I made contact again and was eventually told a week ago the it had been dispatched. A week later we are still waiting. Won’t be using them again.

How I wish I’d read these reviews before placing my order. I’ve been waiting eight weeks for one shelf plus brackets. Poor communication, unacceptable lead times and a wholly disappointing experience. My emails are now being ignored.

Still waiting for a refund, got fed up of waiting for order to arrive. Ordered in December, still waiting now (March)
I was told it would definitely be dispatched 2 weeks ago, still not arrived, and now not responding to my emails asking for a full refund. Terrible customer service. DO NOT BUY FROM THEM, you’d be quicker growing the tree, doing a college course in woodwork and making the damn things yourself.
If there’s still no reply then next stop is Facebook review, and anywhere else I can discourage people from buying from these charlatans. Livid. I’m furloughed so got all the time in the world to do this.
End note, all the positive reviews on here say almost exactly the same thing, probably fake.

I bought two shelves some time in December and knew the delivery would be a long wait as at check out it warned that the estimated delivery was 31st Jan . I thought fair enough. I then read reviews and expected I would be waiting longer but that they were well worth it. I did email before the 31st to check on things but no reply ..as expected from the reviews. I wasn't worried and thought ...lets just be patient . They arrived on the 18th February and i promise you they are most definitely worth waiting for !! Superb quality and absolutely gorgeous . Extremely heavy and the brackets are just fantastic !

All good, unlike some has emailed me back about my order and sorted things out and resolved quickly as had to change something about my order, think hes basically sorting out all the orders on his own at the mo so over worked in these times, i did miss one email which did’nt hit my inbox for some reason though but he showed me it was sent.! Maybe add a mobile number or somin mate? Maybe you can chat why you work lol

Ordered items in early November, and understood the delays that would be incurred due to COVID, as this was made clear, not a problem. However from day 1 of purchase, there were no emails, even to confirm the order. Emails sent to confirm purchase, followed by requests of updates, etc were all ignored.
Delivery date came and went, allowed extra time, still no sign or correspondence from seller. More emails sent and ignored. Eventually had to reclaim money from credit card company. Cannot comment on quality of items as they were never received.

We ordered this shelf end of September and knew that there was a 30 day lead-in period. We emailed the owner after 20 days to see if there was any possibility it would arrive early however they said due to Covid; short staff and lack of materials were hampering times which is understandable. We received the shelf today and were not disappointed. It is fantastic and definitely worth the wait! We were contemplating making one ourself, glad we didn’t as it is clear a lot of time and care has gone into it!
Thanks very much!

Worth waiting for! I ordered two shelves in August and they just arrived. I was a little worried 6 weeks after my order was confirmed and no shipping update but one email which was replied to straight away reassured me. I read these reviews and decided to be patient and I'm so glad I did. The shelves are fantastic. I can't wait to get them up. Thanks folks!

After a few weeks of worrying that my shelves might never arrive as emails were not being answered, I have finally received them and they are TRULY worth the wait. A stunning finish and of a very high quality. I suggest that if you need to receive your order within a week or two, order somewhere else, but if you can wait for 6 weeks, do so. I have ordered scaffold shelves from elsewhere and was satisfied, but now having received these from The Rustic Way, I can see a really big difference in quality. If I was only reviewing the product it would definitely be a 5, but lack of communication in the first month brought it down to 4.

Ordered shelving units mid August. Nothing yet received. Raised a paypal dispute to reclaim money. Nothing back from them. Avoid at all costs.

I know people have been waiting for their products but in these extraordinary times people should have a little more patience......
When I first contacted the company about delivery prices they couldn't have been more helpful, but maybe they could do a little more to keep their customers informed about actual delivery times.
But my god these shelves are sexy, so delighted with them.

I ordered 1small scaffold shelf in AUGUST!!!!!!!!! October now! Poor communication, terrible customer service. No replies to emails. Requested a refund To the company which was ignored, requested refund through PayPal. Wish I had read reviews prior.

Ordered various boards and brackets through their website and chose them since they had good feedback on eBay. Noted that there would be a delay due to reduced workforce but we had plenty or leeway before our kitchen was installed. E-mailed after that time had elapsed and was told they would be dispatched within two weeks. This came and went and again emailed but didn’t get a reply. After checking reviews here began to worry that we would have to try and get our money back from our Credit card and it was a scam. After a couple more unanswered e-mails we sent another from a different e-mail account and got a reply saying that it would be dispatched by the end of the week. Eventually got a dispatch confirmation on the Friday and products arrived on the Monday. In the end very pleased with the products. We also appreciate that there is a reduced workforce but answering e-mails and giving updates could be much better hence the lower score despite the very good product.

I recognise the frustration everyone is experiencing. True, they have certainly bitten off more than they can chew but rest assured those of you who are still waiting, this company is not a scam. I ordered in June and wondered whether my item would ever come, but despite pretty abysmal communication on the company’s part it did arrive some months later and I couldn’t be more pleased with it! They really have done a lovely job and looking at the pictures online the rest of their stuff is beautiful too. I guess they are having a real hard time right now and are prioritising getting the orders out rather than keeping in touch with those awaiting orders. Their business skills may be questionable but their carpentry isn’t. I love my shelf and quite honestly it was worth the wait.

I have used this company three times now and found there shelves very good and good value for money would say you do have to wait a while for them I have just received my last order of four shelves and brackets I ordered these and then read the reviews of other customers and was a little concerned but as I said I have dealt with them previous it seems people just don’t want to wait and let’s be fair with Covid you have to be a bit more patient what’s the saying you can’t wait to long for a good thing and theses shelves are worth waiting for I now have ten of them

Terrible, terrible experience with customer service. Overall a very disappointing experience and extremely unprofessional correspondence with this company.

We ordered shelves from this company back in Jul 2020. When we placed the order, we received a notification that usually orders take 20 days (we were fine with this) but that due to the pandemic, this was extended to 30 days. Fine, fully understand the difficulties in these times. But I think everyone would appreciate some correspondence during that time to at least confirm everything was alright and if the 30 days was not achievable, an updated delivery timeframe would be provided.
I emailed them asking for an update 6 wks after i placed my order, as it was radio silence and i wanted to check everything was ok and and an update on delivery time, to which i got a blanket reply they are clearly sending all customers, using the same 'due to the pandemic' reasoning. Keep in mind, by this time it was early Sept 2020, so things had been up and running for quite some time in the UK. They offered a full refund, if we were 'unable to wait any longer'. I responded on the same day, accepting the refund offer, as we had made other plans in the meantime and had no need for the shelves anymore. No response. I sent a chaser 2 days later. Again, no response. I then sent a 3rd chaser 3 wks later, as by this point i was getting nervous i had lost my money forever (they do not have a phone number available for you to call so you can't actually talk to a real person). I didn't even know if my emails were being read or if they were going to an un-administered mailbox. Well, turns out they were being read, just ignored. Because about 3 minutes after i sent the email, I got the refund confirmation notification sent through. Did they not respond to my first 2 refund requests, hoping I would just forget about this and allow them to keep my money? Who knows.

I would not recommend this company. There are much better alternatives out there offering similar products, who are actually able to honor your order.

I made an order at the beginning of July and similar to other reviewers was advised the lead time would be 30 days via email, which is totally understandable during a global pandemic.

I contacted him again after two months but heard no response. After a couple more weeks I raised a dispute with PayPal and received no response. However, I did then receive an email to say my order had been shipped and 7 days later much to my surprise my order arrived!!

The quality of the order is good as advertised on their website but their customer service is appalling. Three month wait for two shelves and four brackets is absurd. If I was kept updated I think I would've been understanding but I would not recommend using this company.

My wife and I ordered a shelf back in July 2020 and when ordering we was not made aware of the delays in creation and shipping (a message was put on the website after I had placed the order).

We was patient enough to wait and was told our order would be with us by the end of August 2020. That date soon came and went and when we chased in September, we were told our order would be shipped and delivered by the following Friday.

Our order was not delivered and when we chased again we have received no further contact from the company. We have since disputed the transaction (under "Goods Not Received") through our Bank and have gained our money back.

Frustrated after having waited months for a product and the lack of communication is shocking. Have no idea how this chap is still in business.