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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:03/27/2024

    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 after waiting 2week and reaching out to them. Zero response back. So I cancelled my order
    And reordered somewhere else. Week later my canceled order showed up at my door. Reach out to them. Was told they shipped as gift for thier lack of service. Then they charged my credit card for thier gift!! I’ve tried for 4 months to get a simple credit. They kept promising a credit. None has shown up! Been emailing and waiting for empty promises. Now my emails are just getting ignored. Terrible terrible company!!! Buyers beware!

    Business Response

    Date: 06/07/2024


    The complaint was resolved.  I issued a refund via check as the system wouldn’t let me issue a refund due to the customer issuing a dispute with their cc company - which they denied because the customer did receive the product. 

    Thanks 

    *****

    Customer Answer

    Date: 06/08/2024



    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. 

  • Initial Complaint

    Date:03/07/2024

    Type:Delivery 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.
    On November 27th, 2023 I placed an order with Cruise Customs LLC for a 6" x 14" wooden flag, called the "Lieutenant" per their listing. I was charged $72 for the item, plus $15 for shipping, for a total charge of $87. After placing the order, I received an automated receipt, indicating this was order #*****. Their listing does state that some items require a 2 to 4 week lead time before shipment, and the automated receipt states that customer will receive notification when the ordered item ships. To this point, I have received no additional contact from the seller except for an automated email that I received on February 25th, 2024, stating that new items have been added since my last visit. I have emailed the seller multiple times requesting an update on my order and have received nothing from them. I have also reached out to the seller through their ******** **** (which is how I found the seller) and have had zero response. Near and after the Christmas holiday, I also noticed a few other social media comments from other customers questioning when purchased items would ship.

    Business Response

    Date: 03/09/2024

    ** *******

    We do apollogize for the delay and lack of response.   We have had some turnover in the shop during the holiday season and your order fell through the cracks.   Your order is set to in ship on Monday, March 11.  Thank you for your patience and understanding and supporting our small veteran owned and operated business.   

  • Initial Complaint

    Date:02/13/2024

    Type:Service or Repair 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 bought the flag 11-3-2023.
    I paid $550.00
    The flag was to be delivered in 6-8 weeks.
    I inquired about flag on 12-23-23 and again 12-28-23.
    ***** ****** responded on 12-28-23 that the flag was being shipped on the weekend of 12-28-23. It didn’t happen.
    I communicated by email and phone on 1-9-24 for shipping information. No response.
    I communicated by email and phone on 1-13-24 for shipping information. No response.
    I communicated by email on 1-21-24 for shipping information. No response.
    I communicated by email and phone on 1-22-24 and asked to cancel the order. No response.
    On 1-25-24 I sent an email to ***** ****** through the BBB asking for a refund.
    On 1-25-24 ***** ****** said they would ship the following week.
    I replied that if this was the truth, I would keep my order and would not cancel.
    On 2-3-24 I asked for shipping information. No response.
    On 2-6-24 I asked for a refund. No response.
    On 2-7-24 ***** ****** said he’s personally has been working to complete projects and to give him until the weekend.
    On 2-7-24 I replied that I would prefer a refund at this point. I asked to please refund the purchase to my card. No response.
    On 2-8-24 I asked to be informed when the refund was processed. No response.
    On 2-9-24 I emailed again through BBB asking for refund. No response.
    My heart breaks because I believe in supporting businesses that support our Vets of this country. I am saddened that I need to ask for a refund.

    Business Response

    Date: 02/13/2024

    We have had significant changes in our shop this holiday season.  We haven’t handled this order very well at all due to lack of customer service department.   We have issued a refund today and we apologize for the delay in the order and response to emails.  

    Customer Answer

    Date: 02/15/2024



    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. 

This business is not BBB accredited.

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