Avoid this company at all costs! They take 100% of your money up front for your order but then give you excuse, after excuse, after excuse on why your order hasn’t been completed or shipped. We placed an order at the beginning of this year and was completely fine with the quoted time on how long it would take to finish which was 10 to 12 weeks, (which would put the completion time around the end of July). I reached out to check on the progress and was told that my order would ship mid-June. Mid-June came, they quit responding to my emails. Finally after several unanswered emails they emailed me back to give a sob story about how an employee wasn’t doing their job and my product would ship July 31-August 4.
They were nice enough to offer a refund but given the time we have already waited, we decided to give them another month. I sent another email on July 20th just to check in again, and again I was assured that my order would ship on July 31-August 4.
August 4 came, no email with a tracking number, again. Emailed them on August 7th to see what was going on and didn’t hear back from them until the 9th, stating that my order was completed and they were just waiting to get it shipped out and I would get an email with tracking information.
August 16, still nothing. Emailed them again, No response, Emailed them again on the 18th, finally got a cookie cutter response to give them a couple days because of a high volume of emails. They sent me a reply on August 22nd stating my order would now be shipped August 28-September 1st. So basically they are taking 100% of your money up front and dragging you along for a crazy ride and I still am not sure if I am going to ever receive the item I paid for. So now we are up to 36 weeks and I still have no product.
I ordered from this company in August 2017 they immediately charged my credit card then nothing. I emailed them at the end of November inquiring about my order since it was a Christmas present for my son. They asked me to hang in there with them and my order would be shipped in 14 days. Well 14 days came and went and no order so I emailed again. And they never responded. I requested a refund from my credit card company which I received and then I filed a complaint with the Attorney Generals office and now the consumer protection agency is investigating this company. I would advise anyone that has had a problem with this company to file a complaint with the attorney generals office you can do it all on line.
I ordered something July 2017 and have emailed over 10 times. I also only heard back with a computer animated response 3 times. Its now going on 8 months of waiting (my wife's entire pregnancy)!! Its a scam and if you have already purchased an item I would call and claim fraud. Stop wasting time you'll never receive anything.
Ordered table in June, douchebags were helpful. Requested ETA after window of delivery was over, asshats were helpful, apologized, offered free wall art for Delivery in January, jerks gave ship date of Jan 8-17 2018. Requested status end of January, and douchecanoes won't return my e-mails.
THEY WILL, however, RESPOND IN 24HRS if asking from a fresh e-mail address about making a NEW order...
Don't fall for it.
Check out their F rating on BBB, stands for F&#*heads.
Rough Customer Service. I am in the same boat, made a purchase back in summer and have been strung along with excuses of being overwhelmed. Bad business practice to continue offering discounts when you can take care of your current customers. I want to know if anyone has actually ever received their purchase? So far all I am hearing is how long people have been waiting. Sounds like contacting the credit card company is the best next step, get in-line to get my money while there is still some.
Sent 15 emails still waiting since July 2017 they keep replay with “it will ship next week” now that I asked for my money back they won’t answer me.????????
I agree 100% with what you posted. I'm in the exact same situation. This company takes your money, then doesn't deliver.
I have several emails with them where they ask for patience, and they are overwhelmed and behind. Yet, you go to their website and they continue to offer items for "25%" off and guaranteeing delivery before Christmas.
I ordered a patriotic coffee table in October. I have tried on 12 occasions to contact someone for 2 months.*
This company does not respond to e-mails, no phone number that reaches anyone. It seems they think they can ignore people, but when I get to Missouri in person, they may change there policy.
Ordered bookshelf in feb of 17. Completion date came and went. Sent an email and got a form letter response about some customer service rep they had that was fired. Gave me a new date of early december....no product. Now either dont respond to emails or send form letter thanking me for my patience. Either a scam or incredible incompetence. Either way, dont order from them.
I ordered a Farmhouse table & 10 chairs on March 10th 2017. It took until 12/12/17 to receive only the table. I contacted them and asked where the chairs were and they said they would ship separately.
When we went to use the table at Christmas we found they had built the table to low. You could not sit under the table with your legs bent. We had to make spacers for under the table legs to be able to use it. It was also supposed to be stained and it came with a natural finish. It is supposed to be a rustic Farmhouse table and they put a high gloss finish on the table. I let them know of the issues with the table with no response.
It is now February and I still don't have my chairs. I have been in contact with them since the table was delivered and have got nothing but excuses and no information as to when the chairs will ship. Now they will not even respond.
I did file a complaint with the Attorney General in Missouri and they are investigating this. Would just like to warn other consumers about this company. Beware
On 5/16/17 I ordered a custom concealed mirror, order #1503807607. In mid October I requested a status of my order. First week of November I received a e-mail stating my order would be shipped 12/4/17. On 12/12/17 I again requested a status of my order as I had not yet received it. By e-mail I once again received an apology and an offer of a refund.
Two weeks later I demanded a refund. Rough Country Rustic Furniture has been silent ever since. I have my copies of all 13 e-mails I have exchanged with them. Several are just a form letters of apology and asking for patience.
The bottom line is they now are silent. Have taken my money eight months ago and refuse to deliver my order or give a refund. This place is a total scam. With no Fax or Phone to call that should be apparent. They prey on patriots and patriotism on their website which makes them pure SCUM. Do not waste your time or money with these THIEVES.
We ordered a concealment wall art piece on July 6, 2017 and as of January 31, 2018, the company still has not delivered the product nor have they issued the refund we requested on December 18, 2017. After an extremely long string of emails with their "Customer Service" department we were informed of the following.
"I apologize for the delays with your refund. We are doing all that we can to issue them in a timely manner. We fell on some very hard times as a business and we hope that the coming weeks will offer some solace for our customers. We can issue refunds we just cannot issue them all at one time. We understand that this is not what you want to hear. These terms are only temporary. If you would rather receive your order we can facilitate that as well. Again, I am very sorry for all the issues you have incurred with your purchase. We have been and will continue to do all that we can to get back on track. Please let me know how to assist you further. Have a nice day.
In January 2017, I ordered a king sized bedroom set from Rough Country Rustic Funiture, for just over $1500. The estimated delivery date, per their website, was approximately 140 days after the date of the order.
On July 30, 2017, I sent an email asking for a status of my order. I recieved an email back the next day, providing an explanation that a customer service representative was not doing her job and as a result, the delivery date was now going to be the week of December 11, 2017. They also offered a 15% discount as a way of making up for the long delay. As of today, still no refund.
"We have your order in production to ship the week of Dec11-21. We do understand this is much longer than anticipated and you've likely been told several "ship dates" or no ship date at all. We are asking for one more chance. We know its a lot to ask but we will do whatever it takes to make you a sastisfied customer. We would like to offer a 15% refund of your order for the inconvenience in hopes you will stick with us just a bit longer."
Here we are now, Jan 31, 2018, over a year since the order was placed and still no furniture. I am deeply disappointed in the communication and customer service of this company. It seems very clear they have just taken on way too much to be able to fulfill. And as a result, customers that have already paid a significant amount of money aren't recieveing their products. Frankly, I'm concerned that the custom colors I ordered and were assured could be done, will not be delivered.
I sent an email several days ago asking again for an update, and as of yet no response. Its truly unfortunate, because the company presents itself so well. Unfortunately, based on my experience, I can't in good conscience recommend this company to anyone.
I have all my emails and communication with them documented.
Because my family has a miliitary history that stretched back to the American Revolution, and have had a family member involved in every major campaign since (including Bosnia), I always seek out veteran owned businesses. Which is exactly why I ordered from Rough Country Rustic Furniture. The owner should remove that marketing ploy from his website because most veterans would be embarassed by this guy's integrity!
I ordered 2 pieces of furniture in early November with an anticipated 6 week delivery. On Dec. 29th, I emailed asking if they could tell me when my items would ship - no reply until January 6th. They then said one item would ship in late January, and the other would be ready in early March. Haven't seen a package, haven't received an email or phone call.
I decided to google a phone number since there isn't onw listed on the website -- the voicemail box has been full for days, and days. I googled a bit more and found this company has 200+ complaints with the BBB, and that the Missouri State Attorney General's office has 500+ complaints (they've launched their own investigation).
Don't be taken -- contact your credit card company ASAP and find out if you can still dispute the charges, while you have time!
Friends and Family DO NOT order anything from this company. In June 2017, I ordered a custom bedroom set for my "new” house. I was fine with the delivery date of 84-125 business days. The order was to arrive at my house on January 4, 2018. The date came and went. On 7Jan, I emailed the company. On 22Jan, they responded saying they were behind on orders and my order would be ready soon. That same day I emailed them asking for a rough estimate on when my product would be done. On 08Feb I received a response thanking me for my patience. I responded on 10Feb stating that they didn’t answer my question and that if they couldn’t answer my question I’d like a refund. (No Response) On 21Feb, I messaged them asking for a refund and still no response. This company’s customer service skills are severely lacking and at this point I feel as though I’ve been ripped off! It has been 9 months since I placed my order!
I placedon october 10th 2017 i placed an order with rough country rustic furniture order for a concealment shelf. On their website it state "order by october 10th in order to receive by christmas" i started emailing requesting status on my order on december 6th 2017. Several emails later All saved) they responded that it will be shipped in time for christmas. By december 22nd my purchased still had not arrived. I emailed again requesting a full refund. They responded and stated that they would issue a refund. As of today january 29th 2018 i still have not been refunded. I have sent several emails to which they have not responded. I would just like to be refunded. This company is also on social media sites belittling their customers Myself included) for having the audacity to ask for a refund on items that the customers did not receive. This is beyond unprofessional of this company. I would like to see action taken to prevent another customer from losing money to this company and berated for requesting a refund.
This company has many lawsuits pending on them. They are not delivering items that are paid for in full, and they are not issuing refunds when they are requested. They do not reply to messages or emails unless you email them about placing an order. They continue to take people's hard earned money and are scamming people out of their money. Do not give them your money! you'll never see it, or a product. They have customers who have been waiting more than 14 months now, and they refuse to acknowledge them. A few customers did receive items back in the fall of 2017, and they were shoddy workmanship and missing hardware. Several news stories have run about their business practises, yet they refuse to comment.
In July 2017 i purchased a coffee table. It was never delivered. Company will not answer emails and i have have requested a refund by email. Phone number is of no use as they will not answer and mailbox is full. I have reported this to the Missouri attorney General and i would encourage others that have been ripped off to do the same.
Bought a custom coffee table from this company in April 2017. It is now January 2018 and I still have not received the product nor a refund of my money. Once I contacted this company for a refund all of my correspondence was ignored. They purposely make their production times over 120 days so that you cannot dispute them with your bank once you do not receive the product.
I order a full bedroom suit in April in July they responded to my email with a sob story about a sorry employee and asked me if I would take 15% discount. which I received and they told me my order would be guaranteed to be delivered by December 4th thru 8th. so on Nov 28th I emailed them to confirm the delivery and they give me a another sorry excuse they where running behind. so I asked about getting a refund. so they acted like they would. I haven't heard from them since. I heave sent a bunch of emails and they will not respond
I placed my order in June 2017 and it didn't come. I sent multiple emails and after threatening them that I was going to contact my Attourney they finally contacted me back. They stated that they were extremely backed up due to some business drama going on with the company CEO. After I explained that I was going to contact my Attourney if I did not receive my product in a timely manner they agreed to cancel my order. When I asked when I was going to be refunded they stated 14 business days. It has been one month and I have not received a refund. Not really sure what to do...
This is just a warning do not order from this company I purchased Two Gun lamps May of 2017 for my children I had two kids getting married one in September and one in October they failed to get these to me by then so I asked if they would get them to me so I could give them to them for Christmas. They emailed me and told me that they were behind on their orders but are shipping label had been printed November 13th and they would be shipped out however they failed to get them to me by then at this point no one will respond back to my emails or send me a back a refund I am getting ready to send this company to the Better Business Bureau there is no excuse in this they took money out of my
account immediately and continue to not answer any of my questions or emails I just don't want this to happen to anyone else if they make good on this then I will let you guys know there's no excuse in this I only that but I have searched everywhere to try to find a phone number where I can call and talk to someone and there is no business phone number anywhere the items I purchased were expensive and I knew it took 3 months at least to order and have them made but it is going on 8 months and I still have not received anything from them After I decided to post this on Facebook to warn other people several of my friends sent me this link where they had already been reported for scamming other people I guess I am just one of those that they made some money off of. Sad
Purchased a furniture item in August of 2017. January 11th 2018 and still do not have my furniture and they will not respond back. They have stolen my money. This company has hundreds of complaints and they keep getting away with scamming other people out of their money.
I originally ordered my wall hanging storage items from this company, back in November 2016. I never received the full length body mirror and it’s been so long.. Islamist completely forgot about it! I had checked it off in my mind as worked out, because I had corresponded over email with them and they apologized for the many delays and said they would be shipping it to my husband that week. (I had yet to join him in this home). I told him to look for it and to let me know when it got there. Never did. And just like that, they almost got away with it. I’ve had a lot big life changes happen over the past year and I almost completely forgot about it.
I was sleepily snuggling my 9 month old really early the other morning, and I randomly bolted up and thought.. "They never actually did sent me that order!” It was just like the scene in Emporors New Groove where Kronk remembers where he rocognized Pacha, in the middle of his sleep.
Anyway, it’s frustrating. We have a new baby and want our money back, but.. you guessed it. I can’t get a hold them. No relay to my emails. Won’t answer. the phone and the mailbox is full. It’s some serious bull honky. I can’t file for a chargeback from my Bank either, as it’s been way over the 180 day limit. I didn’t even think to google this company before purchasing, because my stupid butt assumed they were good, hard working, honest folks with all the patriotic items they offer.
I purchased a bedroom set from them in April, 2017. It was supposed to be completed and delivered to me mid-October 2017. It is now January 2018 and I still don't have the furniture! On top of that, they took delivery of a $500. T.V. lift, that they agreed to install in the footboard for me, that I had Amazon deliver directly to them. I corresponded with them via email between April and October with only a short delay in response time. October, they emailed me a long excuse as to why it wasn't ready and said they were a couple of weeks behind. Since October, they have not answered my, or my husband's, emails or voice mails. Now their voice mail is always full so you can't leave a message! They put out a video right before Christmas showing their building and operation, reassuring their customers that they were a real company, and not a scam. Apologizing for their delay, due to contractors they had hired. In the video they asked their customers to be patient, that it might take a couple weeks for them to get to all the emails. They haven't answered any of mine in over 2 months. Any negative feedback they get on their video, or comments on their Facebook posts, are quickly deleted! They have time to troll Facebook, but not time to complete their work or answer their customers messages! AND, they are still taking orders! Which of course, they are taking the money for, in advance!
Rough country rustic furniture is crap! this is the first time And i hope the last) that i have been scammed. This company's website looks very legit and they offer "hand-made" concealment wall units and furniture. I ordered a wall unit that said "home sweet home" on august 18, 2017 and was told to allow 46 - 56 business days for arrival First red flag). Once that time had passed, and nothing had arrived, i emailed the company on november 17th, attached a copy of my invoice, and asked when i could expect to receive it. It took six days, but i heard back from them on november 23rd and was told that due to high volume, they were behind but i would receive my order within the next 15 business days. Fast forward to december 15th, and still no wall unit, and this time, no response either. I emailed them again today and told them i would be contacting an attorney...
Which is ironic as this concealment unit was for my boss, who is an attorney! i googled the company to see if they had gone out of business, and this website Yscam) came up with prior complaints against them. Shame on me for not being more careful, but their website was very clever. There is a whole back story on how the company was started by an army veteran and his wife and how they love america and are so blessed with beautiful family... They have pictures of themselves and their kids... Lots of pictures of funiture being made and how to use the units... Not sure if it's them or not, but whoever they are, they should be ashamed! taking people's money and scamming them is a crime and they should be put in jail. Left me feeling bitter and sad... Fortunately, my bank took a report and will be crediting my account for the $74.00 they stole from me.
Their website says it takes extended time to make the gun concealment pieces. I ordered one of their simpler products on August 6 understanding it would take around 50 business days. In October, I emailed to check the status and was told it was on track to be finished and shipped Oct 27. It is now Dec 6 and still nothing. The problem is not the extended time to make the products but that they will lie to you about when you’re product will be ready to string you along.
I’ve emailed multiple times since then and either get a generic 'we’re very busy and will respond soon’ email, a 'it will ship in 2 weeks’ email, or no response at all. I have asked for a refund twice and that request has been ignored. My only recourse now is a dispute with my bank. They will lead you to believe your item is on-time or almost done when the reality is, you will receive nothing.
Back in May 2017 I ordered a full bedroom set of furniture, with a value of $1600. Production time was 4 months, which i was fine with. When it got close to when it was suppoesd to be completed I emailed to check the progress. I didn't hear back for a month, I emailed weekly. When I finally heard back I was told they had an employee that didn't do her job to keep people updated on the staus of their order and she had been fired. I was told production had been pushed out and my furniture wouldn't be ready until February.
I was offered a refund if that timeline wasn't accpetable or 10% back if I kept my order. I opted for the refund. They said ok and it would take two weeks. It never came. After a month I was told they "didn't know who gave me that timeline" but that my furniture would be ready in December. I told them that still wasn't acceptable and I still wanted a refund. I've emailed mulitple times since and have never heard back. I have opened a credit card dispute with my bank but am doubtful the money will be recovered. They are crooks who take money and don't deliver product. Don't EVER order from them.
Ordered an American flag wall decoration with locking hand gun storage. Ordered product November 11th 2017. Web site stated 42 to 60 days for completion. It's been six months.
I have emailed them 5 times, messaged them 4 times through their Facebook page and have gotten only one response. High volume of orders was their reason and that i'd receive a email confirming shipment. That was in March of 2018.
We ordered an item from Rough Country Rustic Furniture in September for a Christmas gift. They kept giving us sob stories about why they were running behind on orders and to pleeeeease give them more time. They purposely and intentionally waited until our credit card company would no longer honor a charge back -- we have all of our money through Chase Bank and their cc policy is 60 days from the time you place the order!! The original delivery timeline was 6-8 weeks, so there was no way Chase was EVER going to pursue our claim! And Rough Country knew this!! That's why they kept egging us on to give them more time!! I believe they are INTENTIONALLY targeting gun owners because the majority of their products are for gun concealment!! Do NOT, under any circumstance, order from this company!
I ordered an item from them a year ago. I was told at the time of the order that it would take a few months, but after six months I started to wonder about the status of my order. I sent an email to their customer service department and got a reply back saying that a previous employee had botched a bunch of orders and assured me that they are fixing the problem and that my order would ship soon.
They even gave me a ship date, which came and went without receiving my order. I have been sending emails every month since then and they no longer even reply to my messages. Sending messages to their Facebook page results in an auto reply telling me to email their customer service department which, of course, never responds. At this point I just want my money back. I no longer have any hope that I'll ever receive my order.
I paid for a bedroom suite over a year ago. Contacted the company multiple times by email. Telephone number would go straight to voicemail, not yet setup. Joesph and Ashley Ross the owners have had lame excuses on why they didn't ship the product and why they hadn't refunded my money which was over 2000.00 dollars. They are a total Ripoff!
Ordered furniture in Oct 2016, finally received partial order on Sept 2017 that was in horrible condition. Haven’t responded to emails since then. Despite whilst attempts to contact them.
I had ordered one of their consealment wall flags around the end of November and paid that day. I was confirmed on two separate occasions that my item would be delivered by Feb 15th, so that week I emailed and asked for tracking information. Then I received an email stating that my product would be delayed but never got an estimated date so I responded asking for a date and they said they were having production issues for various reasons and STILL did not give me a date so the past two times I have emailed I have not received a response. Do not order from here.
I ordered a bookcase from them in january 2016 and have yet to receive it. I havr had no response to my emails for over 6 six weeks. I have attempted to communicate with them through facebook and they have blocked me. I deflnitely recommend you take your business elsewhere.
On 11 May 2017, I ordered the 7 piece farm house dinning set and paid all up front via credit card. 20 September 2017 I emailed the company to see how our order was coming along and to also explain to them that we had just moved to a rual county, that was having mail delivery issues due to being a new subdivision. On 24 Sept 2017, I received the following that our shipment was right on track and the order would be completed the first week of December and shipped thereafter with a confirmation email from fedex. 10 December 2017, I noticed the company to check the status of the order as I had not received any emails regarding the shipping or delivery of our product. 19 December 2017, I received the following message from the company: "Good afternoon, I apologize for the delay with your order . Unfortunately our former contractor could not keep up with the demand of orders that we received like he had promised and was further behind then he had led on .We have hired 4 new contractor's to help us get caught up. We understand how frustrating this whole process has been for everyone involved. We are a small business who has hit a few road blocks along the way. We greatly appreciate each and every customer's patience and understanding . We will keep you updated with the revised ship date as soon as possible, but I assure it will not be much longer. Again I apologize for all the inconvenience this has caused."
16 January 2018, I followed up again with an email as I was never able to get in contact via phone asking the status of our project. 22 January 2018, I received the following message: "I would like to apologize to anyone trying to contact the customer service by phone . Our line is temporarily down and has been for the last few weeks . We are trying to answer everyone's email as quickly as possible , each time you send a new email it goes to the top of the list and we answer them in the order they arrive. I know this is very frustrating and we appreciate your patience." Then finally I received a response 26 January 2018 with: "Good morning, I apologize for the delay. You will receive your order, unfortunately we are running further behind than we initially anticipated. They are working very hard to get back on track and to get your order completed and shipping as quickly as possible. I am very sorry about this, but once your order is near completion, we will be able to give you a more accurate update on your order. We do greatly appreciate you and your patience and I am so sorry for the inconvenience this has caused you." The entire time I emailed them I was professional and courteous as I had much respect that they were a veteran own business and only had heard wonderful things of the company.
My husband and I started researching the company under the BBB and then started reading the Facebook comments as well. A close friends of ours messaged us and told us to cancel our product as they finally receieved their product and was awfully made. Then we found the message that the owner Ms. Ashely wrote explaining all the issues they were having and were facing. So on 10 March 2018, I wrote the following: "Hello, We have reviewed your issues you are having and we do understand why it’s been taking long. We would like an accurate date of our order. When it’s been processed, materials ordered, has it started being built, and expected delivery. We ordered back in May 2017. Thank you for your time." I have not received any response and I am giving them their 3-7 business days to respond.
So here is the issue I am having, I do not care how bad your employees may be, you as an owner should take FULL responsiblity and not blame your employees for the failure of the company. As owners, you should know better and know EVERYTHING on what is going on with your company from orders, to production, to shipping, and delivery. Also, as one of the owners being an Army Veteran they should also know it's a TEAM effort and you as a leader do not throw your people under the bus no matter how bad it can be. Just because they updated their website and only show the "positive" posts on their facebook page does not mean the company is great. The fault lies on the owners and no one else. As a Navy veteran myself and being married to a Navy Retired veteran, this company should do more than throw emails at people who have ordered over a 6 months ago and still have no word on when their product will be available. Also, no phone contact is absurd and unprofessional. Customers do not always have to be right, but so many of their customers have been hurt during this process and scammed. It is an abuse to people who trusted this company to give them a product and now have no idea on when they get their product, no way of getting their full refund back without reporting it to small claims (which is more money out of their pockets), and it an insult to veterans and any customer who entursted them with their money.
REFER TO BBB WARNINGS ANDTHE GROUP BUYER BEWARE-ROUGH COUNTRY RUSTIC FURNITURE ON FACEBOOK. OVER 400 PEOPLE IN THE GROUP AND THAT IS ONLY THE ONES THAT HAVE STUMBLED UPON THE GROUP. THE COMPANY TAKES NEW ORDERS DAILY AND REFUSES TO COMMUNICATE WITH CURRENT CUSTOMERS WITH OUTSTANDING ORDERS. THEY BLOCK YOU FROM THEIR FB PAGE WHEN YOU COMPLAIN AND DELETE ANY NEGATIVE COMMENTS ON THEIR FB PAGE. THEY ARE THE LOWEST OF THE LOW. THEY REFUSE TO OWN UP TO THEIR SHORTCOMINGS AND MAKE EXCUSES FOR THEIR FAILINGS. THEY BLAME THE CUSTOMERS, CONTRACTORS, ETC EVERYONE BUT THEMSELVES JOSEPH AND ASHELY ROSS. THEY GO ON ANONYMOUS FORUMS LIKE TOPIX AND TALK TRASH ABOUT THEIR CUSTOMERS THAT THEY HAVE RIPPED OFF. THEY SAY WE ARE ALL LYING, BECAUSE SOMEHOW WE WERE ABLE TO GATHER 400 PEOPLE WHO WOULD JOIN IN A LIE. THEY ARE TERRIBLE AVOID AT ALL COSTS!
I ordered a wall art piece for my Veteran Son on November 10., 2017 hoping to give it to him for Christmas. Payment was accepted on November 13, 2017. I was told it would not ship until the first week of February 2018. I have waited for 4 months now and still nothing more than apologies and excuses. I would not do business with this company again in the future.
I am cancelling my order as I feel 4 months is as long as I want to wait. I have read online that people have difficulties with obtaining refunds, I have been in touch with my Bank and look for this to be on ongoing problem as well. I am still disappointed that this purchase did not go as planned. I feel it is my responsibility to warn others who may be inclined to do business with Rough Country Rustic Furniture, located at 7492 Old Highway 60 Mountain Grove, Mo.
I ordered custom furniture and wall art from this company about 9 months ago and I received the wall art slowly about 2 months apart. They continuously said my order was in process and that there was a delay due to the increased number of orders so they had to hire on more workers. Since that last email a few months ago I get no responses and I haven’t received any tracking numbers, refunds, or any type of contact from the company whatsoever.
In early 2017 i ordered a concealment cabinet for my husband for christmas off their facebook page. Upon placeing the order i did not recieve a confirmation email but being that it was an online order i figured it would take a day or so to recieve it. My bank account immediately showed the transaction, and a day later i got the confirmation, however thats about all i got. It is now march and i have not recieved my order. I keep getting an automated message saying that i can contact customer support through their e mail. Ive asked for a full refund but to no avail. This was supposed to be a christmas gift ! I am beyond furious at this time.
I am saddened to see that I am one of many that this company had deceived. What's worse they do it using the guise of being a Veteran, which is one of the reasons I trusted them to begin with. What a joke. They have no business sense whatsoever and clearly no morals. I ordered my item on October 26, 2017 and I was charged in FULL for this item. I was told it would ship January 16, 2018. It is now March 2, 2018 and I have nothing to show for my money that they have been holding for 4 months. I gave them the opportunity to refund my money and they have chosen not to acknowledge that in their email response. Only to tell me they cannot give me a ship date. So I have been forced to go through my credit card company. This company is a FRAUD and I am so disappointed. BEWARE and DO NOT order from them.
This business is a scam. Buyer beware. I ordered product from them during their 4th of July Sale and never received it. They quoted 3 months for the product to be built and delivered. I touched based with them at the 90 day mark and this is the response I got via email from their customer service:
"We had a delay in lock shipments for our concealment pieces. Once they arrive we will finish assembling your piece and get it on the road to you. It shouldn't be more than 7-10 business days. You will receive tracking info via email upon departure from our facility. We apologize for any inconvenience this may cause. Thank you for reaching out. Please let me know if I can assist you in any other way. I hope you have a nice night."
Throwing caution to the wind I waited another month before inquiring again in regards to when I will receive my order and received this email from their customer service department:
"It has taken us a bit longer to get caught up than we initially anticipated. We apologize for the delay. I am showing that your shipping label has been created so it shouldn't be much longer. Thank you for hanging in there with us. Have a nice day. "
I waited another month and a half before emailing them again and when I did I asked for a no BS response in regard to my product and their response was this well written super scammer style email:
"This is rather lengthy but we really want to try to create an understanding. It may or may not change your feelings toward our company but it's important to us that our customers understand what's going on and how much you truly mean to us. In short, b we are simply a company that grew quickly and were under-prepared, and have experienced a few bad apples for employees/contractors that have caused huge delays, loss of production and a loss of revenue through refunds and compensation to those decided to wait. Our first real problem occurred fairly early in our business, as we introduced a product that caused our business to explode. While we were still working from our basement. We quickly began hiring/training employees, built a larger building and got production going, but this did cause a delay in production. We did recover from that and grew out of our newly built facility and moved to a 27000 square ft facility along with hiring over 20 people and went in half on our building with our new contractor who would be in charge of building our larger items. It was difficult to adjust from a few customers a week to a few hundred but we did it and things went very smoothly for about 2 years. Then we had an issue pop up with our customer service rep who's job was to not only answer our customers accurately and efficiently but to also get our larger orders into production. With the way our timeline was set up, we had to manually put the larger orders into production for our build team, whereas the smaller items were exported electronically and mass scheduled. You may or may not have been briefed on that issue. But in short, she wasn't doing her job and we should have monitored the situation better. She did just enough so that attention wasn't brought to her and collected her pay check. Eventually we caught on and we did give her the opportunity to correct the problem. We put new policies in place and did our best to go back through emails and get our customers taken care of and orders into production. And instead of implementing the new policies for customer service, she felt it easier to try to delete emails and facebook messages regarding poor customer service so we wouldn't see them. We then cut her pay in half and she decided the next day would be her last, but not before emailing over MANY of my customers informing them that their order would ship in "Late May or Early June" without ever following through with the production schedule, wiped her computer and got her last check. It took about a day to realize what had happened and then we went into damage control. Emailing hundreds of customers offering compensation or a refund along with an ACTUAL production date, which we absolutely had every intention of sticking to. We tripled production, hired more employees and made sure our contractor was on board with the increase in production. He said it would be no problem."
This goes on for another 2 paragraphs...
Now seeing as though it had been 6 months I decided to cancel my order and get my money back. I don't trust this company to actually follow through with refunding me the product I ordered so AMEX is involved. They have had plenty of chances from myself and other customers. Unfortunately, they have very bad intentions and should not be trusted. There is not a single review out there for them (Google, Facebook) and with them servicing "100,000" customers this seems awfully fishy. You couple that with their huge decrease with the BBB and amount of concerns I would consider this a scam and if you want concealement product 100% DO NOT consider this company.
If I could rate this company any lower, I would. I ordered a product in July 2017 with expected delivery around October. When December rolled around and I hadn’t heard anything, I emailed the company. After 3 emails sent I finally received a vague response telling me orders were delayed and to be patient. I have emailed twice since asking for more answers and have not heard back. This is the most unprofessional, unreliable company/scam I have ever seen.
Ordered 1/14 17. Suppose to be delivered in early july. Got the sob story, new date of 9/15/17. The last contact i have had with them was 10/11/17. Got my money back 12/13/17 with a CC dispute. They did nothing to resolve the problem. POS company. Please do not waste your time or money.
Rough Country Rustic Furniture Reviews
Avoid this company at all costs! They take 100% of your money up front for your order but then give you excuse, after excuse, after excuse on why your order hasn’t been completed or shipped. We placed an order at the beginning of this year and was completely fine with the quoted time on how long it would take to finish which was 10 to 12 weeks, (which would put the completion time around the end of July). I reached out to check on the progress and was told that my order would ship mid-June. Mid-June came, they quit responding to my emails. Finally after several unanswered emails they emailed me back to give a sob story about how an employee wasn’t doing their job and my product would ship July 31-August 4.
They were nice enough to offer a refund but given the time we have already waited, we decided to give them another month. I sent another email on July 20th just to check in again, and again I was assured that my order would ship on July 31-August 4.
August 4 came, no email with a tracking number, again. Emailed them on August 7th to see what was going on and didn’t hear back from them until the 9th, stating that my order was completed and they were just waiting to get it shipped out and I would get an email with tracking information.
August 16, still nothing. Emailed them again, No response, Emailed them again on the 18th, finally got a cookie cutter response to give them a couple days because of a high volume of emails. They sent me a reply on August 22nd stating my order would now be shipped August 28-September 1st. So basically they are taking 100% of your money up front and dragging you along for a crazy ride and I still am not sure if I am going to ever receive the item I paid for. So now we are up to 36 weeks and I still have no product.
Rough Country Rustic Furniture
I ordered from this company in August 2017 they immediately charged my credit card then nothing. I emailed them at the end of November inquiring about my order since it was a Christmas present for my son. They asked me to hang in there with them and my order would be shipped in 14 days. Well 14 days came and went and no order so I emailed again. And they never responded. I requested a refund from my credit card company which I received and then I filed a complaint with the Attorney Generals office and now the consumer protection agency is investigating this company. I would advise anyone that has had a problem with this company to file a complaint with the attorney generals office you can do it all on line.
Rough Country Rustic Furniture
I ordered something July 2017 and have emailed over 10 times. I also only heard back with a computer animated response 3 times. Its now going on 8 months of waiting (my wife's entire pregnancy)!! Its a scam and if you have already purchased an item I would call and claim fraud. Stop wasting time you'll never receive anything.
Ordered in June.
Ordered table in June, douchebags were helpful. Requested ETA after window of delivery was over, asshats were helpful, apologized, offered free wall art for Delivery in January, jerks gave ship date of Jan 8-17 2018. Requested status end of January, and douchecanoes won't return my e-mails.
THEY WILL, however, RESPOND IN 24HRS if asking from a fresh e-mail address about making a NEW order...
Don't fall for it.
Check out their F rating on BBB, stands for F&#*heads.
Rough Country Rustic Furniture
Rough Customer Service. I am in the same boat, made a purchase back in summer and have been strung along with excuses of being overwhelmed. Bad business practice to continue offering discounts when you can take care of your current customers. I want to know if anyone has actually ever received their purchase? So far all I am hearing is how long people have been waiting. Sounds like contacting the credit card company is the best next step, get in-line to get my money while there is still some.
I agree ordered
Sent 15 emails still waiting since July 2017 they keep replay with “it will ship next week” now that I asked for my money back they won’t answer me.????????
Rough Country Rustic Furnitire
I agree 100% with what you posted. I'm in the exact same situation. This company takes your money, then doesn't deliver.
I have several emails with them where they ask for patience, and they are overwhelmed and behind. Yet, you go to their website and they continue to offer items for "25%" off and guaranteeing delivery before Christmas.
DO NOT BE FOOLED
This company is a scam,
Rough country Rustic furniture
I too have had the same issues with them. Same excuse after excuse. I finally called my credit card company and they are getting my money back.
I ordered a patriotic coffee table in October. I have tried on 12 occasions to contact someone for 2 months.*
This company does not respond to e-mails, no phone number that reaches anyone. It seems they think they can ignore people, but when I get to Missouri in person, they may change there policy.
No product
Ordered bookshelf in feb of 17. Completion date came and went. Sent an email and got a form letter response about some customer service rep they had that was fired. Gave me a new date of early december....no product. Now either dont respond to emails or send form letter thanking me for my patience. Either a scam or incredible incompetence. Either way, dont order from them.
I ordered a Farmhouse table & 10 chairs on March 10th 2017. It took until 12/12/17 to receive only the table. I contacted them and asked where the chairs were and they said they would ship separately.
When we went to use the table at Christmas we found they had built the table to low. You could not sit under the table with your legs bent. We had to make spacers for under the table legs to be able to use it. It was also supposed to be stained and it came with a natural finish. It is supposed to be a rustic Farmhouse table and they put a high gloss finish on the table. I let them know of the issues with the table with no response.
It is now February and I still don't have my chairs. I have been in contact with them since the table was delivered and have got nothing but excuses and no information as to when the chairs will ship. Now they will not even respond.
I did file a complaint with the Attorney General in Missouri and they are investigating this. Would just like to warn other consumers about this company. Beware
Ordered a wall concealed wall art, never received.
On 5/16/17 I ordered a custom concealed mirror, order #1503807607. In mid October I requested a status of my order. First week of November I received a e-mail stating my order would be shipped 12/4/17. On 12/12/17 I again requested a status of my order as I had not yet received it. By e-mail I once again received an apology and an offer of a refund.
Two weeks later I demanded a refund. Rough Country Rustic Furniture has been silent ever since. I have my copies of all 13 e-mails I have exchanged with them. Several are just a form letters of apology and asking for patience.
The bottom line is they now are silent. Have taken my money eight months ago and refuse to deliver my order or give a refund. This place is a total scam. With no Fax or Phone to call that should be apparent. They prey on patriots and patriotism on their website which makes them pure SCUM. Do not waste your time or money with these THIEVES.
We ordered a concealment wall art piece on July 6, 2017 and as of January 31, 2018, the company still has not delivered the product nor have they issued the refund we requested on December 18, 2017. After an extremely long string of emails with their "Customer Service" department we were informed of the following.
"I apologize for the delays with your refund. We are doing all that we can to issue them in a timely manner. We fell on some very hard times as a business and we hope that the coming weeks will offer some solace for our customers. We can issue refunds we just cannot issue them all at one time. We understand that this is not what you want to hear. These terms are only temporary. If you would rather receive your order we can facilitate that as well. Again, I am very sorry for all the issues you have incurred with your purchase. We have been and will continue to do all that we can to get back on track. Please let me know how to assist you further. Have a nice day.
In January 2017, I ordered a king sized bedroom set from Rough Country Rustic Funiture, for just over $1500. The estimated delivery date, per their website, was approximately 140 days after the date of the order.
On July 30, 2017, I sent an email asking for a status of my order. I recieved an email back the next day, providing an explanation that a customer service representative was not doing her job and as a result, the delivery date was now going to be the week of December 11, 2017. They also offered a 15% discount as a way of making up for the long delay. As of today, still no refund.
"We have your order in production to ship the week of Dec11-21. We do understand this is much longer than anticipated and you've likely been told several "ship dates" or no ship date at all. We are asking for one more chance. We know its a lot to ask but we will do whatever it takes to make you a sastisfied customer. We would like to offer a 15% refund of your order for the inconvenience in hopes you will stick with us just a bit longer."
Here we are now, Jan 31, 2018, over a year since the order was placed and still no furniture. I am deeply disappointed in the communication and customer service of this company. It seems very clear they have just taken on way too much to be able to fulfill. And as a result, customers that have already paid a significant amount of money aren't recieveing their products. Frankly, I'm concerned that the custom colors I ordered and were assured could be done, will not be delivered.
I sent an email several days ago asking again for an update, and as of yet no response. Its truly unfortunate, because the company presents itself so well. Unfortunately, based on my experience, I can't in good conscience recommend this company to anyone.
I have all my emails and communication with them documented.
Scumbags
All of the above. These people suck and should be in prison for fraud!
Because my family has a miliitary history that stretched back to the American Revolution, and have had a family member involved in every major campaign since (including Bosnia), I always seek out veteran owned businesses. Which is exactly why I ordered from Rough Country Rustic Furniture. The owner should remove that marketing ploy from his website because most veterans would be embarassed by this guy's integrity!
I ordered 2 pieces of furniture in early November with an anticipated 6 week delivery. On Dec. 29th, I emailed asking if they could tell me when my items would ship - no reply until January 6th. They then said one item would ship in late January, and the other would be ready in early March. Haven't seen a package, haven't received an email or phone call.
I decided to google a phone number since there isn't onw listed on the website -- the voicemail box has been full for days, and days. I googled a bit more and found this company has 200+ complaints with the BBB, and that the Missouri State Attorney General's office has 500+ complaints (they've launched their own investigation).
Don't be taken -- contact your credit card company ASAP and find out if you can still dispute the charges, while you have time!
Friends and Family DO NOT order anything from this company. In June 2017, I ordered a custom bedroom set for my "new” house. I was fine with the delivery date of 84-125 business days. The order was to arrive at my house on January 4, 2018. The date came and went. On 7Jan, I emailed the company. On 22Jan, they responded saying they were behind on orders and my order would be ready soon. That same day I emailed them asking for a rough estimate on when my product would be done. On 08Feb I received a response thanking me for my patience. I responded on 10Feb stating that they didn’t answer my question and that if they couldn’t answer my question I’d like a refund. (No Response) On 21Feb, I messaged them asking for a refund and still no response. This company’s customer service skills are severely lacking and at this point I feel as though I’ve been ripped off! It has been 9 months since I placed my order!
I placedon october 10th 2017 i placed an order with rough country rustic furniture order for a concealment shelf. On their website it state "order by october 10th in order to receive by christmas" i started emailing requesting status on my order on december 6th 2017. Several emails later All saved) they responded that it will be shipped in time for christmas. By december 22nd my purchased still had not arrived. I emailed again requesting a full refund. They responded and stated that they would issue a refund. As of today january 29th 2018 i still have not been refunded. I have sent several emails to which they have not responded. I would just like to be refunded. This company is also on social media sites belittling their customers Myself included) for having the audacity to ask for a refund on items that the customers did not receive. This is beyond unprofessional of this company. I would like to see action taken to prevent another customer from losing money to this company and berated for requesting a refund.
This company has many lawsuits pending on them. They are not delivering items that are paid for in full, and they are not issuing refunds when they are requested. They do not reply to messages or emails unless you email them about placing an order. They continue to take people's hard earned money and are scamming people out of their money. Do not give them your money! you'll never see it, or a product. They have customers who have been waiting more than 14 months now, and they refuse to acknowledge them. A few customers did receive items back in the fall of 2017, and they were shoddy workmanship and missing hardware. Several news stories have run about their business practises, yet they refuse to comment.
In July 2017 i purchased a coffee table. It was never delivered. Company will not answer emails and i have have requested a refund by email. Phone number is of no use as they will not answer and mailbox is full. I have reported this to the Missouri attorney General and i would encourage others that have been ripped off to do the same.
We ordered a bedroom suite,paid in full. Delivery date came and went. Won't answer phone or email Or return calls or mail.
Bought a custom coffee table from this company in April 2017. It is now January 2018 and I still have not received the product nor a refund of my money. Once I contacted this company for a refund all of my correspondence was ignored. They purposely make their production times over 120 days so that you cannot dispute them with your bank once you do not receive the product.
I order a full bedroom suit in April in July they responded to my email with a sob story about a sorry employee and asked me if I would take 15% discount. which I received and they told me my order would be guaranteed to be delivered by December 4th thru 8th. so on Nov 28th I emailed them to confirm the delivery and they give me a another sorry excuse they where running behind. so I asked about getting a refund. so they acted like they would. I haven't heard from them since. I heave sent a bunch of emails and they will not respond
I placed my order in June 2017 and it didn't come. I sent multiple emails and after threatening them that I was going to contact my Attourney they finally contacted me back. They stated that they were extremely backed up due to some business drama going on with the company CEO. After I explained that I was going to contact my Attourney if I did not receive my product in a timely manner they agreed to cancel my order. When I asked when I was going to be refunded they stated 14 business days. It has been one month and I have not received a refund. Not really sure what to do...
This is just a warning do not order from this company I purchased Two Gun lamps May of 2017 for my children I had two kids getting married one in September and one in October they failed to get these to me by then so I asked if they would get them to me so I could give them to them for Christmas. They emailed me and told me that they were behind on their orders but are shipping label had been printed November 13th and they would be shipped out however they failed to get them to me by then at this point no one will respond back to my emails or send me a back a refund I am getting ready to send this company to the Better Business Bureau there is no excuse in this they took money out of my
account immediately and continue to not answer any of my questions or emails I just don't want this to happen to anyone else if they make good on this then I will let you guys know there's no excuse in this I only that but I have searched everywhere to try to find a phone number where I can call and talk to someone and there is no business phone number anywhere the items I purchased were expensive and I knew it took 3 months at least to order and have them made but it is going on 8 months and I still have not received anything from them After I decided to post this on Facebook to warn other people several of my friends sent me this link where they had already been reported for scamming other people I guess I am just one of those that they made some money off of. Sad
Purchased a furniture item in August of 2017. January 11th 2018 and still do not have my furniture and they will not respond back. They have stolen my money. This company has hundreds of complaints and they keep getting away with scamming other people out of their money.
Place an order September 2017 and have not yet received anything or even any information on my order.
I originally ordered my wall hanging storage items from this company, back in November 2016. I never received the full length body mirror and it’s been so long.. Islamist completely forgot about it! I had checked it off in my mind as worked out, because I had corresponded over email with them and they apologized for the many delays and said they would be shipping it to my husband that week. (I had yet to join him in this home). I told him to look for it and to let me know when it got there. Never did. And just like that, they almost got away with it. I’ve had a lot big life changes happen over the past year and I almost completely forgot about it.
I was sleepily snuggling my 9 month old really early the other morning, and I randomly bolted up and thought.. "They never actually did sent me that order!” It was just like the scene in Emporors New Groove where Kronk remembers where he rocognized Pacha, in the middle of his sleep.
Anyway, it’s frustrating. We have a new baby and want our money back, but.. you guessed it. I can’t get a hold them. No relay to my emails. Won’t answer. the phone and the mailbox is full. It’s some serious bull honky. I can’t file for a chargeback from my Bank either, as it’s been way over the 180 day limit. I didn’t even think to google this company before purchasing, because my stupid butt assumed they were good, hard working, honest folks with all the patriotic items they offer.
I purchased a bedroom set from them in April, 2017. It was supposed to be completed and delivered to me mid-October 2017. It is now January 2018 and I still don't have the furniture! On top of that, they took delivery of a $500. T.V. lift, that they agreed to install in the footboard for me, that I had Amazon deliver directly to them. I corresponded with them via email between April and October with only a short delay in response time. October, they emailed me a long excuse as to why it wasn't ready and said they were a couple of weeks behind. Since October, they have not answered my, or my husband's, emails or voice mails. Now their voice mail is always full so you can't leave a message! They put out a video right before Christmas showing their building and operation, reassuring their customers that they were a real company, and not a scam. Apologizing for their delay, due to contractors they had hired. In the video they asked their customers to be patient, that it might take a couple weeks for them to get to all the emails. They haven't answered any of mine in over 2 months. Any negative feedback they get on their video, or comments on their Facebook posts, are quickly deleted! They have time to troll Facebook, but not time to complete their work or answer their customers messages! AND, they are still taking orders! Which of course, they are taking the money for, in advance!
Rough country rustic furniture is crap! this is the first time And i hope the last) that i have been scammed. This company's website looks very legit and they offer "hand-made" concealment wall units and furniture. I ordered a wall unit that said "home sweet home" on august 18, 2017 and was told to allow 46 - 56 business days for arrival First red flag). Once that time had passed, and nothing had arrived, i emailed the company on november 17th, attached a copy of my invoice, and asked when i could expect to receive it. It took six days, but i heard back from them on november 23rd and was told that due to high volume, they were behind but i would receive my order within the next 15 business days. Fast forward to december 15th, and still no wall unit, and this time, no response either. I emailed them again today and told them i would be contacting an attorney...
Which is ironic as this concealment unit was for my boss, who is an attorney! i googled the company to see if they had gone out of business, and this website Yscam) came up with prior complaints against them. Shame on me for not being more careful, but their website was very clever. There is a whole back story on how the company was started by an army veteran and his wife and how they love america and are so blessed with beautiful family... They have pictures of themselves and their kids... Lots of pictures of funiture being made and how to use the units... Not sure if it's them or not, but whoever they are, they should be ashamed! taking people's money and scamming them is a crime and they should be put in jail. Left me feeling bitter and sad... Fortunately, my bank took a report and will be crediting my account for the $74.00 they stole from me.
Their website says it takes extended time to make the gun concealment pieces. I ordered one of their simpler products on August 6 understanding it would take around 50 business days. In October, I emailed to check the status and was told it was on track to be finished and shipped Oct 27. It is now Dec 6 and still nothing. The problem is not the extended time to make the products but that they will lie to you about when you’re product will be ready to string you along.
I’ve emailed multiple times since then and either get a generic 'we’re very busy and will respond soon’ email, a 'it will ship in 2 weeks’ email, or no response at all. I have asked for a refund twice and that request has been ignored. My only recourse now is a dispute with my bank. They will lead you to believe your item is on-time or almost done when the reality is, you will receive nothing.
Back in May 2017 I ordered a full bedroom set of furniture, with a value of $1600. Production time was 4 months, which i was fine with. When it got close to when it was suppoesd to be completed I emailed to check the progress. I didn't hear back for a month, I emailed weekly. When I finally heard back I was told they had an employee that didn't do her job to keep people updated on the staus of their order and she had been fired. I was told production had been pushed out and my furniture wouldn't be ready until February.
I was offered a refund if that timeline wasn't accpetable or 10% back if I kept my order. I opted for the refund. They said ok and it would take two weeks. It never came. After a month I was told they "didn't know who gave me that timeline" but that my furniture would be ready in December. I told them that still wasn't acceptable and I still wanted a refund. I've emailed mulitple times since and have never heard back. I have opened a credit card dispute with my bank but am doubtful the money will be recovered. They are crooks who take money and don't deliver product. Don't EVER order from them.
Ordered an American flag wall decoration with locking hand gun storage. Ordered product November 11th 2017. Web site stated 42 to 60 days for completion. It's been six months.
I have emailed them 5 times, messaged them 4 times through their Facebook page and have gotten only one response. High volume of orders was their reason and that i'd receive a email confirming shipment. That was in March of 2018.
We ordered an item from Rough Country Rustic Furniture in September for a Christmas gift. They kept giving us sob stories about why they were running behind on orders and to pleeeeease give them more time. They purposely and intentionally waited until our credit card company would no longer honor a charge back -- we have all of our money through Chase Bank and their cc policy is 60 days from the time you place the order!! The original delivery timeline was 6-8 weeks, so there was no way Chase was EVER going to pursue our claim! And Rough Country knew this!! That's why they kept egging us on to give them more time!! I believe they are INTENTIONALLY targeting gun owners because the majority of their products are for gun concealment!! Do NOT, under any circumstance, order from this company!
I ordered an item from them a year ago. I was told at the time of the order that it would take a few months, but after six months I started to wonder about the status of my order. I sent an email to their customer service department and got a reply back saying that a previous employee had botched a bunch of orders and assured me that they are fixing the problem and that my order would ship soon.
They even gave me a ship date, which came and went without receiving my order. I have been sending emails every month since then and they no longer even reply to my messages. Sending messages to their Facebook page results in an auto reply telling me to email their customer service department which, of course, never responds. At this point I just want my money back. I no longer have any hope that I'll ever receive my order.
I paid for a bedroom suite over a year ago. Contacted the company multiple times by email. Telephone number would go straight to voicemail, not yet setup. Joesph and Ashley Ross the owners have had lame excuses on why they didn't ship the product and why they hadn't refunded my money which was over 2000.00 dollars. They are a total Ripoff!
Ordered furniture in Oct 2016, finally received partial order on Sept 2017 that was in horrible condition. Haven’t responded to emails since then. Despite whilst attempts to contact them.
I had ordered one of their consealment wall flags around the end of November and paid that day. I was confirmed on two separate occasions that my item would be delivered by Feb 15th, so that week I emailed and asked for tracking information. Then I received an email stating that my product would be delayed but never got an estimated date so I responded asking for a date and they said they were having production issues for various reasons and STILL did not give me a date so the past two times I have emailed I have not received a response. Do not order from here.
I ordered a bookcase from them in january 2016 and have yet to receive it. I havr had no response to my emails for over 6 six weeks. I have attempted to communicate with them through facebook and they have blocked me. I deflnitely recommend you take your business elsewhere.
On 11 May 2017, I ordered the 7 piece farm house dinning set and paid all up front via credit card. 20 September 2017 I emailed the company to see how our order was coming along and to also explain to them that we had just moved to a rual county, that was having mail delivery issues due to being a new subdivision. On 24 Sept 2017, I received the following that our shipment was right on track and the order would be completed the first week of December and shipped thereafter with a confirmation email from fedex. 10 December 2017, I noticed the company to check the status of the order as I had not received any emails regarding the shipping or delivery of our product. 19 December 2017, I received the following message from the company: "Good afternoon, I apologize for the delay with your order . Unfortunately our former contractor could not keep up with the demand of orders that we received like he had promised and was further behind then he had led on .We have hired 4 new contractor's to help us get caught up. We understand how frustrating this whole process has been for everyone involved. We are a small business who has hit a few road blocks along the way. We greatly appreciate each and every customer's patience and understanding . We will keep you updated with the revised ship date as soon as possible, but I assure it will not be much longer. Again I apologize for all the inconvenience this has caused."
16 January 2018, I followed up again with an email as I was never able to get in contact via phone asking the status of our project. 22 January 2018, I received the following message: "I would like to apologize to anyone trying to contact the customer service by phone . Our line is temporarily down and has been for the last few weeks . We are trying to answer everyone's email as quickly as possible , each time you send a new email it goes to the top of the list and we answer them in the order they arrive. I know this is very frustrating and we appreciate your patience." Then finally I received a response 26 January 2018 with: "Good morning, I apologize for the delay. You will receive your order, unfortunately we are running further behind than we initially anticipated. They are working very hard to get back on track and to get your order completed and shipping as quickly as possible. I am very sorry about this, but once your order is near completion, we will be able to give you a more accurate update on your order. We do greatly appreciate you and your patience and I am so sorry for the inconvenience this has caused you." The entire time I emailed them I was professional and courteous as I had much respect that they were a veteran own business and only had heard wonderful things of the company.
My husband and I started researching the company under the BBB and then started reading the Facebook comments as well. A close friends of ours messaged us and told us to cancel our product as they finally receieved their product and was awfully made. Then we found the message that the owner Ms. Ashely wrote explaining all the issues they were having and were facing. So on 10 March 2018, I wrote the following: "Hello, We have reviewed your issues you are having and we do understand why it’s been taking long. We would like an accurate date of our order. When it’s been processed, materials ordered, has it started being built, and expected delivery. We ordered back in May 2017. Thank you for your time." I have not received any response and I am giving them their 3-7 business days to respond.
So here is the issue I am having, I do not care how bad your employees may be, you as an owner should take FULL responsiblity and not blame your employees for the failure of the company. As owners, you should know better and know EVERYTHING on what is going on with your company from orders, to production, to shipping, and delivery. Also, as one of the owners being an Army Veteran they should also know it's a TEAM effort and you as a leader do not throw your people under the bus no matter how bad it can be. Just because they updated their website and only show the "positive" posts on their facebook page does not mean the company is great. The fault lies on the owners and no one else. As a Navy veteran myself and being married to a Navy Retired veteran, this company should do more than throw emails at people who have ordered over a 6 months ago and still have no word on when their product will be available. Also, no phone contact is absurd and unprofessional. Customers do not always have to be right, but so many of their customers have been hurt during this process and scammed. It is an abuse to people who trusted this company to give them a product and now have no idea on when they get their product, no way of getting their full refund back without reporting it to small claims (which is more money out of their pockets), and it an insult to veterans and any customer who entursted them with their money.
REFER TO BBB WARNINGS ANDTHE GROUP BUYER BEWARE-ROUGH COUNTRY RUSTIC FURNITURE ON FACEBOOK. OVER 400 PEOPLE IN THE GROUP AND THAT IS ONLY THE ONES THAT HAVE STUMBLED UPON THE GROUP. THE COMPANY TAKES NEW ORDERS DAILY AND REFUSES TO COMMUNICATE WITH CURRENT CUSTOMERS WITH OUTSTANDING ORDERS. THEY BLOCK YOU FROM THEIR FB PAGE WHEN YOU COMPLAIN AND DELETE ANY NEGATIVE COMMENTS ON THEIR FB PAGE. THEY ARE THE LOWEST OF THE LOW. THEY REFUSE TO OWN UP TO THEIR SHORTCOMINGS AND MAKE EXCUSES FOR THEIR FAILINGS. THEY BLAME THE CUSTOMERS, CONTRACTORS, ETC EVERYONE BUT THEMSELVES JOSEPH AND ASHELY ROSS. THEY GO ON ANONYMOUS FORUMS LIKE TOPIX AND TALK TRASH ABOUT THEIR CUSTOMERS THAT THEY HAVE RIPPED OFF. THEY SAY WE ARE ALL LYING, BECAUSE SOMEHOW WE WERE ABLE TO GATHER 400 PEOPLE WHO WOULD JOIN IN A LIE. THEY ARE TERRIBLE AVOID AT ALL COSTS!
I ordered a wall art piece for my Veteran Son on November 10., 2017 hoping to give it to him for Christmas. Payment was accepted on November 13, 2017. I was told it would not ship until the first week of February 2018. I have waited for 4 months now and still nothing more than apologies and excuses. I would not do business with this company again in the future.
I am cancelling my order as I feel 4 months is as long as I want to wait. I have read online that people have difficulties with obtaining refunds, I have been in touch with my Bank and look for this to be on ongoing problem as well. I am still disappointed that this purchase did not go as planned. I feel it is my responsibility to warn others who may be inclined to do business with Rough Country Rustic Furniture, located at 7492 Old Highway 60 Mountain Grove, Mo.
I ordered custom furniture and wall art from this company about 9 months ago and I received the wall art slowly about 2 months apart. They continuously said my order was in process and that there was a delay due to the increased number of orders so they had to hire on more workers. Since that last email a few months ago I get no responses and I haven’t received any tracking numbers, refunds, or any type of contact from the company whatsoever.
In early 2017 i ordered a concealment cabinet for my husband for christmas off their facebook page. Upon placeing the order i did not recieve a confirmation email but being that it was an online order i figured it would take a day or so to recieve it. My bank account immediately showed the transaction, and a day later i got the confirmation, however thats about all i got. It is now march and i have not recieved my order. I keep getting an automated message saying that i can contact customer support through their e mail. Ive asked for a full refund but to no avail. This was supposed to be a christmas gift ! I am beyond furious at this time.
Steer Clear of These People!
I am saddened to see that I am one of many that this company had deceived. What's worse they do it using the guise of being a Veteran, which is one of the reasons I trusted them to begin with. What a joke. They have no business sense whatsoever and clearly no morals. I ordered my item on October 26, 2017 and I was charged in FULL for this item. I was told it would ship January 16, 2018. It is now March 2, 2018 and I have nothing to show for my money that they have been holding for 4 months. I gave them the opportunity to refund my money and they have chosen not to acknowledge that in their email response. Only to tell me they cannot give me a ship date. So I have been forced to go through my credit card company. This company is a FRAUD and I am so disappointed. BEWARE and DO NOT order from them.
Scamming America using America's patriotism
This business is a scam. Buyer beware. I ordered product from them during their 4th of July Sale and never received it. They quoted 3 months for the product to be built and delivered. I touched based with them at the 90 day mark and this is the response I got via email from their customer service:
"We had a delay in lock shipments for our concealment pieces. Once they arrive we will finish assembling your piece and get it on the road to you. It shouldn't be more than 7-10 business days. You will receive tracking info via email upon departure from our facility. We apologize for any inconvenience this may cause. Thank you for reaching out. Please let me know if I can assist you in any other way. I hope you have a nice night."
Throwing caution to the wind I waited another month before inquiring again in regards to when I will receive my order and received this email from their customer service department:
"It has taken us a bit longer to get caught up than we initially anticipated. We apologize for the delay. I am showing that your shipping label has been created so it shouldn't be much longer. Thank you for hanging in there with us. Have a nice day. "
I waited another month and a half before emailing them again and when I did I asked for a no BS response in regard to my product and their response was this well written super scammer style email:
"This is rather lengthy but we really want to try to create an understanding. It may or may not change your feelings toward our company but it's important to us that our customers understand what's going on and how much you truly mean to us. In short, b we are simply a company that grew quickly and were under-prepared, and have experienced a few bad apples for employees/contractors that have caused huge delays, loss of production and a loss of revenue through refunds and compensation to those decided to wait. Our first real problem occurred fairly early in our business, as we introduced a product that caused our business to explode. While we were still working from our basement. We quickly began hiring/training employees, built a larger building and got production going, but this did cause a delay in production. We did recover from that and grew out of our newly built facility and moved to a 27000 square ft facility along with hiring over 20 people and went in half on our building with our new contractor who would be in charge of building our larger items. It was difficult to adjust from a few customers a week to a few hundred but we did it and things went very smoothly for about 2 years. Then we had an issue pop up with our customer service rep who's job was to not only answer our customers accurately and efficiently but to also get our larger orders into production. With the way our timeline was set up, we had to manually put the larger orders into production for our build team, whereas the smaller items were exported electronically and mass scheduled. You may or may not have been briefed on that issue. But in short, she wasn't doing her job and we should have monitored the situation better. She did just enough so that attention wasn't brought to her and collected her pay check. Eventually we caught on and we did give her the opportunity to correct the problem. We put new policies in place and did our best to go back through emails and get our customers taken care of and orders into production. And instead of implementing the new policies for customer service, she felt it easier to try to delete emails and facebook messages regarding poor customer service so we wouldn't see them. We then cut her pay in half and she decided the next day would be her last, but not before emailing over MANY of my customers informing them that their order would ship in "Late May or Early June" without ever following through with the production schedule, wiped her computer and got her last check. It took about a day to realize what had happened and then we went into damage control. Emailing hundreds of customers offering compensation or a refund along with an ACTUAL production date, which we absolutely had every intention of sticking to. We tripled production, hired more employees and made sure our contractor was on board with the increase in production. He said it would be no problem."
This goes on for another 2 paragraphs...
Now seeing as though it had been 6 months I decided to cancel my order and get my money back. I don't trust this company to actually follow through with refunding me the product I ordered so AMEX is involved. They have had plenty of chances from myself and other customers. Unfortunately, they have very bad intentions and should not be trusted. There is not a single review out there for them (Google, Facebook) and with them servicing "100,000" customers this seems awfully fishy. You couple that with their huge decrease with the BBB and amount of concerns I would consider this a scam and if you want concealement product 100% DO NOT consider this company.
Buyer Beware
If I could rate this company any lower, I would. I ordered a product in July 2017 with expected delivery around October. When December rolled around and I hadn’t heard anything, I emailed the company. After 3 emails sent I finally received a vague response telling me orders were delayed and to be patient. I have emailed twice since asking for more answers and have not heard back. This is the most unprofessional, unreliable company/scam I have ever seen.
Know he loves it......SCAM!!!!!!
Ordered 1/14 17. Suppose to be delivered in early july. Got the sob story, new date of 9/15/17. The last contact i have had with them was 10/11/17. Got my money back 12/13/17 with a CC dispute. They did nothing to resolve the problem. POS company. Please do not waste your time or money.