Complaint Review: Rough Country Rustic Furniture - other Missouri

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.