"I had a small custom gate made, for about $2000, which I considered a fair price for a good job. I received a very poorly made product, with very thin profiles that bend under the own weight of the gate, with the lock mounted wrongly, due to excessively thin profiles and without even a gate stopper. I contacted them and they were extremely elusive in not taking accountability for their own poor job. I am going to have a blacksmith in my town repair their poor job. After trying to offer them options to cover the cost to fix their poor job, and having received only negative answers from them, I am going to raise a credit card dispute for the amount I spent to address the most gross shortcomings of their job. It is a poor company, with a very very poor and unhelpful customer service. When encountering these situations, your credit card is the best protection you have, ask for fixing and if they refuse, dispute the transaction. "
"Purchased the Wrought Iron Curl Drape Arbor - Heavy Arch for $1000. It was $700 in 2021. Says Heavy Duty at least 3 times in the description. The decorative parts which make up 80% of the arbor are NOT heavy duty. When I complained, it was my fault that I could not ascertain from pictures that the decorative parts were NOT heavy duty, to the contrary, they were a much lighter steel and they were poorly constructed. Buyer BEWARE. Terrible product, terrible customer service."
"Just received 6 metal plant stands that I paid to have them paint. The packaging was terrible from the standpoint of protecting the product. All of them came with busted up boxes and heavily scratched. I called customer service and spoke to a guy who I think was still in bed. All he offered was that I paint them and touch them up. WHO DOES THAT? WHO TELLS THE CUSTOMER TO FIX THEIR BRAND NEW PURCHACE? There wasn't a "I'm so sorry that happened, let's see how we can make this right." They just lost this head gardeners business who works for an upscale retirement community."
"I have been awaiting receipt for an item that was shown as "in stock" for approximately 1 month. Two weeks into my wait period, I contacted company to check status of my order. It took 3 days for me to receive a response to my email. I then received a cryptic email reply saying order had been shipped and I could expect delivery the following Tuesday (approx 2 business days).
After waiting another 2 weeks for the order, no reply no product.
I gladly support small businesses, however, I do expect a reliable and reasonable amount accountability with any company I do business with. Glad I only used this purchase as test for a planned future purchase.
Due to lack of timely response, I will work with my credit card company to obtain refund."
"We ordered a wrought iron fence from A Rustic Garden. The whole process was a breeze! I gave them the dimensions of our yard and they drew up a full diagram layout of the entire project with custom cut sections and custom built gates to fit our wide sidewalks. When the order arrived we had our drawing in hand that showed where each section went and everything fit right to the inch. My brother in law helped me install it in one weekend and he is already taking measurements to put a Rustic Garden iron fence at his house too. Very pleased and love the fence! Thanks again ARG!"
"Buyer beware. Ordered a 32" rustic planter box. When item arrived one joint had a broken weld and shelf had several dents. Not at all the quality that was represented by the website. Shipping box was not damaged. Cost of planter was 147.95 and shipping 53.95. Company agreed to the return but it cost 77.25 to ship back UPS. Would not recommend."
"Rustic Garden offers online what you would typically find only at a suburban or rural garden center. Their inventory includes decorative fences, arbors, trellises, gazebos, etc. They also collect and sell old, used, wooden ladders, which are typically used for decorations and displays. My order was for two of those ladders. Here are my observations:
1. Their website is a somewhat disorganized collection of pictures, item descriptions and details and overlapping pointers. In many cases, there are many different links that point back to the same item. I was able to find what I wanted, but the site could use some organizational improvements.
2. The inventory, as I described above, is unusual and offers items not typically available on the web. The prices are very good, and in many cases, excellent.
3. They provide a phone number for asking questions and handling details about availability, shipping, etc. I recommend you use it.
4. Some items can be modified to order (colors, antiquing, etc.) at very reasonable prices.
5. Shipping was reasonably fast, considering the unusual size and weight of my order.
The downsides:
6. No shipping costs are listed. You absolutely must call or email for the shipping costs. Even when you place your order, no shipping costs are shown or listed. Shipping is added later. I found this to be annoying. On top of that, an amount was quoted to me (in writing) before I ordered, but only after I paid for the items and they were personalized did I receive a phone call indicating a higher shipping charge (33% higher!).
7. Although I registered at the website, and was promised regular order status updates online, none at all were provided. The only way I got to know the shipping status was by sending multiple emails to their customer service. And email responses were slow.
In summary, I received the items I ordered and was happy with their quality and the antiquing I had ordered - so I must admit that all's well that ends well. However, the shipping and communication issues irked me a great deal, and they need much attention for this vendor to earn a higher rating from me.
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