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Business Profile

Rustic Furniture

Cruise Customs LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Rustic Furniture.

Complaints

Customer Complaints Summary

  • 23 total complaints in the last 3 years.
  • 20 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/09/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased The Captain flag online on 12/2/24 and paid by credit card $399.50. I received an email from one of the owners confirming and to say thank you in which I replied on 12/3/24. I emailed se starting 1/20, asking when to expect my order which is order #13930 with no response until On 2/4/25 I received asking for my patience because of several issues, but no estimate on when to expect delivery. I sent more emails starting 3/3/25 and several phone calls with no response as of 4/8/25. I then hesitantly called my credit card company to put in a dispute for the charge since i never received the flag. I hate to do this since I was so excited to give this as a gift to my son who is a police officer and loves bourbon and our family honors, respects and always contributes to our *** ********. This could be a great company with better management in customer service.

  • Initial Complaint

    Date:03/19/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered and paid for a Bourban Bottle Art Framed on December 1st 2024.
    I have not received the product. I have emailed the company 9 times.
    I have called the company overa dozen times.
    They don’t reply to emails.
    The phone goes to leave a message, but they never call back .
    They gave me a tracking number with UPS.
    UPS tells me that that a label was created but they haven’t gotten an order to pick up the package.

  • Initial Complaint

    Date:02/04/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We ordered ornaments on 11-30-24 paid via credit card. We have emailed, sent messages via their "contact us" part on their website, left numerous voice mails. All to be completely ignored. Finally received message they were shipped and to track vis "Shop". Which is useless. I don't use shop. But I created an account and put in info, it came up with fast response that items were delivered that same day--2 hours ago. Did not happen. There is no way to track the shipment. We have requested that info, but again, just ignore any requests. We would like our order and hopefully they can track and find out where the items were delivered, if they ever were. Not happy at all with the customer service from this business.

  • Initial Complaint

    Date:02/03/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order for two items in November 2024. Charged for the items and never received the tracking number. Says it was delivered to an address that is not mine. I have left countless messages and emails with the company for one month and do not get any response.

  • Initial Complaint

    Date:01/30/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased The ******* ******* ****** Flag on Feb 19 2024. They took the money from my visa credit card when I purchased the flag on 2/19/24. I have received 2 e-mails from then since I bought the idem, one was to tell me they were really busy, one to tell me in June 2024 that it would be delivered within a week, no idem and one within the month of Jan 2025 to tell me they had bad weather and it would be sent by the end of the week.. NO FLAG!!!!! I have sent several to them, several phone calls- either the mailbox is full or I leave a message with no response. I also sent a certified letter to him , no response. All I want is a refund. I had been a good customer with them in the past, I dont know what is going on but he is not forthcoming in the refund. Its alot of money, an has been close to 1 year without the purchase

    Business Response

    Date: 01/30/2025

    All orders will be shipped by the end of January.   With the overwhelming support from the National News segment on *** and thousands of products being sold, coupled with employee turnover & a snow storm that shut Louisville down, we have been delayed on handcrafting your products.   We understand that you have been waiting for a while and we thank you for your patience.   Our products are handmade and not sitting in a warehouse- we hope you trust it is worth the wait.  

    Thanks 

    ***** Cruise 

  • Initial Complaint

    Date:01/28/2025

    Type:Delivery Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered items totaling $200.84 on December 1, 2024. Payment was made on December 2, 2024. I still have not received the merchandise as of January 27, 2025. No response has been made to my many inquiries. The telephone number listed goes straight to voicemail and you cannot leave a message because it is full. Have they closed their business? I probably can’t get my money returned. Any help would be appreciated. Thank you, ***** *******

    Business Response

    Date: 01/28/2025

    All orders will be shipped by the end of January.   With the overwhelming support from the National News segment on *** and thousands of products being sold, coupled with employee turnover & a snow storm that shut Louisville down, we have been delayed on handcrafting your products.   We understand that you have been waiting for a while and we thank you for your patience.   Our products are handmade and not sitting in a warehouse- we hope you trust it is worth the wait.  

    Thanks 

    ***** ****** 

    Customer Answer

    Date: 01/28/2025



    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




    Sincerely,



    ***** *******

    ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

    Customer Answer

    Date: 02/05/2025



    Complaint: ********



    I am rejecting this response because: 

    I have not received any information about shipping as of yet. Thanks so much for following up.

    Sincerely,



    ***** *******

  • Initial Complaint

    Date:01/27/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 12/8/2024, I placed an order with Cruise Custom Flags (Cruise Custom LLC) for a wooden flag, made from a bourbon barrel, with the pledge of allegiance engraved on it. This was a gift for my husband for Christmas. I paid $480.00 and it was deducted from my bank account that same day. I have not received the flag. I have sent several emails with no response and placed several calls with no answer and the voicemail box is full. I searched the internet and found a Facebook page that maintained several other complaints about orders not being fulfilled and not being able to contact the company. I am filing complaint as this was a significant amount of money that I outlaid and now realize I will not be receiving a flag. This company is supposedly staffed with Veterans was apparently advertised on *** **** which is even for egregious. If you could help at all I would greatly appreciate it!

    Business Response

    Date: 01/28/2025

    All orders will be shipped by the end of January.   With the overwhelming support from the National News segment on Fox and thousands of products being sold, coupled with employee turnover & a snow storm that shut Louisville down, we have been delayed on handcrafting your products.   We understand that you have been waiting for a while and we thank you for your patience.   Our products are handmade and not sitting in a warehouse- we hope you trust it is worth the wait.  

    Thanks 

    ***** ****** 

    Customer Answer

    Date: 02/05/2025



    Complaint: ********



    I am rejecting this response because: 

    Thank you for the follow up, no we have not received our flag as of today.

    Sincerely,



    ***** *********

  • Initial Complaint

    Date:01/24/2025

    Type:Delivery Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On November 30th, 2024 I ordered a custom flag from this company. Order # is *****. I have not yet received my order. I have sent several emails requesting a date when I my receive my order, with no return response. I have called the company (************) and get a voicemail that is full. At this point I would like them to refund my payment of $105.00 Thank you for your help with this issue

    Business Response

    Date: 01/27/2025

    All orders will be shipped by the end of January.   With the overwhelming support from the National News segment on *** and thousands of products being sold, coupled with employee turnover & a snow storm that shut Louisville down, we have been delayed on handcrafting your products.   We understand that you have been waiting for a while and we thank you for your patience.   Our products are handmade and not sitting in a warehouse- we hope you trust it is worth the wait.  

    Thanks 

    ***** Cruise 

    Customer Answer

    Date: 02/04/2025



    Complaint: ********

     

    The customer indicated he has not received the item he order or a tracking number for the item.


  • Initial Complaint

    Date:01/23/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order for a pen on 12/17/2024. I received a confirmation email and the money was drafted from my account but the product never shipped. I have used the online contact form, email, and phone number to try to get an update with no response. The phone voicemail is full.

    Business Response

    Date: 01/27/2025

    All orders will be shipped by the end of January.   With the overwhelming support from the National News segment on Fox and thousands of products being sold, coupled with employee turnover & a snow storm that shut Louisville down, we have been delayed on handcrafting your products.   We understand that you have been waiting for a while and we thank you for your patience.   Our products are handmade and not sitting in a warehouse- we hope you trust it is worth the wait.  

    Thanks 

    ***** ****** 

    Customer Answer

    Date: 02/04/2025

     

    Complaint: ********



    The customer stated that she has not received the item she ordered.  She stated the company did email her, saying they were still backed up.

  • Initial Complaint

    Date:01/14/2025

    Type:Delivery Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a custom wall hanging from bourbon barrels after seeing Cruise Custom Flags on *** ****. I ordered it on 11/30/24. They confirmed the order for $54.00 for this piece. They stated I would get an email with updates. I expected a response before Christmas. I called the number to inquire multiple times and left messages. I have emailed 4 times with no response. I just want to know if I need to take this up with my credit card company. I understand I am to pick up the product from the shop.

    Business Response

    Date: 01/17/2025

    All orders will be shipped by the end of January.   With the overwhelming support from the ******** **** segment on Fox and thousands of products being sold, coupled with employee turnover & a snow storm that shut Louisville down, we have been delayed on handcrafting your products.   We understand that you have been waiting for a while and we thank you for your patience.   Our products are handmade and not sitting in a warehouse- we hope you trust it is worth the wait.  

    Thanks 

    ***** ****** 

    Customer Answer

    Date: 01/17/2025



    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




    Sincerely,



    ***** *******

    ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

    Customer Answer

    Date: 02/04/2025



    Complaint: ********

     

    The customer stated that she has received no communication from the company regarding her order.


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