A Rustic Garden, Ltd. — Local services in Mount Sterling

Beware of doing business with a company that doesn't know the meaning of the words in their name. I recently purchased 2 large Susanna Wall Basket Planters from A Rustic Garden. When they arrived and I took them out of their packaging, I noticed multiple large gaps in the welds between the ribs of the basket and the rim on the baskets. It looks like many of the rib sections were cut too short and they tried to make up for this shortcoming with a large weld. They did not succeed. The gaps were only about 1/2 filled. giving the look of broken teeth to the ribs.I sent a message with a photo to A Rustic Garden. I requested properly constructed replacements. I recieved a text back from a Ms.Debbie stating that "we are a RUST" company and that what I received is "what they are" i.e. rust. Not only did Ms. Debbie change the name of her company from A Rustic Garden to A RUST Garden but she seemed to excuse poor craftsmanship by calling it RUST. There was no rust on my purchase, only poor craftsmanship. Rustic means rural, the countryside. Rust, well is just rust. Ms. Debbie offered to refund my purchase if I would repackage (they employ a special person just to package) and pay to have the baskets shipped back to her. Ms. Debbie tried to spin me by altering the name of her company and implying, what do you expect, after all you ordered RUST. Do not do business with a company that does not take pride in their craftsmanship and does not take full responsibility for...

While A Rustic Garden is literally thousands of miles away from my location, I felt like they were they guys down the street. Specifically, I have appreciated:

• Prior to my order, they took the time to review my photos and sketch of my project. They provided critical input on potential options for me to consider. • They worked with me for well over a year as I decided how I wanted to proceed. • They provided suggestions how they could modify their design to meet my objectives. Specifically, they provided input on post foundation, filling the posts with concrete to stabilize for heavy snow loads, and modifying the standard stake to weld to the cross bars so that the fence could be above the ground by an inch or so. They also modified the gate latch to meet my needs. • During installation, they reviewed project photos and caught issues that I was able to relay to my installer. • During installation, they spoke directly to my contractor and guided him on some of the design nuances. • They have stood behind their product.

In the end, I am very pleased with the fence. It is a perfect match to the Victorian character of my house Silverton, Colorado. The fence is stout and will probably be there long than the one we replaced (that fence shows up photos dating back to the 1940s). They have been a true pleasure to work with. I would happily recommend A Rustic Garden to customers...

We recently purchased fencing and a gate from Rustic Garden. While I have no complaints regarding the actual product, the company itself didn't provide very good customer service, and seemed overwhelmed at the number of orders they had.

We ordered our fence in May, and when you order it, no estimated delivery time is given to you. After a couple weeks, I called just to check on my order and spoke to someone who confidently gave me a specific week in June that it should arrive. When it did not arrive that week we gave it about a week and half before contacting them, and were told it would be another couple weeks. When those went by and it hadn't come, my wife then called, and talked to a woman who was very dismissive of her, and when my wife asked why they hadn't at least contacted us to let us know about the delays, replied "we can't call and email all 800 of our customers with updates"

So while I certainly understand and empathize with both the material shortage everyone is facing, as well as a possible labor shortage, that still doesn't satisfy why we would twice be told a wrong date and worse yet, not at the very least be notified that date wouldn't work, which we would have more than understood. We had planned on ordering fencing for two other sections of our yard after we saw how this part worked out, and will probably look elsewhere to avoid the headache...