Rustic Rose Reviews (%countItem)
Rustic Rose Rating
Address: 11539 N Philbin Rd, Pocatello, Idaho, United States, 83202
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Address: 11539 N Philbin Rd, Pocatello, Idaho, United States, 83202
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On August 13,2019 I contacted Rustic Rose for a build on a custom table. They advertised two different tables and I asked the price for a build on a custom top and bottom from both styles that I wanted. The price for the table was $1450 because I also got a bench to match as well. I was told by Brooke D that this would require a $350 deposit to reserve my spot right before Thanksgiving or then she was booked through the end of the year. I asked if I pay the deposit by that coming Thursday would my spot be saved. She stated she would hold it til Thursday and if I did not make the deposit she could not guarantee it being made by then. Thurs Aug 15th the deposit was sent in a total amount of $350, at this time I asked and confirmed If my spot was still saved. In which Brooke D said it was still saved. I found this business on Facebook which I had observed them for over a year before deciding to purchase from them. During November I never received any notification on my table, I am also busy during this time because I am in retail. This is one of our busiest seasons, My Facebook was deactivated but still receiving messages. During deactivation, I did reach out and give my personal email to reach me at. Still no contact, I currently am moving again and followed up with my table. Since I do not have a table and now moving again I asked if I could get my refund back due to lack of promise of product and not being able to deliver. Brooke D then said it was non refundable as stated before placing deposit. Due to not delivering product at the time promise this non refundable statement should be discarded especially since it is now March 3,2020 and I still have no ETA on when it will be completed nor has it even been started. Yet I have seen deliveries on other peoples product or additional product being sold. I do have all of our communication from the first time I had asked about the price.
We did take a deposit from her stating that the deposit would get her a spot on our books for a completion time frame around Thanksgiving of 2019. On November 19, 2019 I received a message on our Facebook Page stating that she would be deleting her app and that I needed to email her if I would like to contact her. I received a message on my cell phone via an email on December 11 and responded but did not get a response. We discussed adding another table to her order, and she also never would respond if she would like to do so. We dont build any of our pieces without verifying our clients orders and finalizing everything one last time due to everything being custom pieces. She has had our cell phone ( we had only email and facebook to contact her no cell number ) and I didnt get any calls, texts, emails back, Facebook messages via our personal page or business page until Feb 22, 2020. She had then stated in a message sent to our business page that she had moved that would like her deposit back due to no longer having the space for the table. She stated she hadn't received the table in November like we had origianally planned on doing, and I responded saying that I had tried to reach her via Facebook Messenger several times and my messages wouldnt send. I had responded to her email and didnt get a response so we were waiting to hear back from her to proceed with the order. I also stated that all deposits are non refundable prior to her putting the deposit down, and had said that if we had neglected in getting her the order when stated, I would be more than happy to refund her the deposit. That however isnt the case. I tried to contact her, and due to not getting a response, I couldnt build the order because I couldn't get it verified. If I had the order completed, I want able to reach her to pick up the order either. I stated that we were willing to make changes to the order to accomodate her new space, but she wanted to know why I hadnt started it. Being a custom built furniture business, we have never (as I stated above) build a clients order without finalizing everything one last time to verify everything. We have clients change the dimensions, designs, colors, etc all the time, and so this situation was no different. I feel that we did everything we were able to do to get the client her order on time, but due to the lack of communication on her end, we weren't able to do so. If she was really wanting the piece by Thanksgiving, she could have reached out via text or phone call since she had our number. Our last conversation on February 22, 2020 I have yet to have a response to my message as well. So I am not sure what is meant by on March 3, 2020 she still has no ETA? She never stated she wanted to move forward with the order, we never discussed new details, etc. We are happy to build the piece, and so I will reach out to her today March 15, 2020 and see how she would like to proceed.
Complaint: ***
I am rejecting this response because: I have the conversations and never once did she offer to give me a refund if product wasn’t done on time. At this time I no longer want the table we are now going into April and I still do not have any product nor answered when I asked for an ETA
Sincerely