ComplaintsforRustic Territory

• Initial Complaint

  03/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered a "special" promotion they posted on ********* The cost was $7.00. I chose to not order any of their other packages, promotions, products, etc. because I wanted to see if I felt this company was a good fit for me. When I checked my personal bank balance the following day, they had charged me the $7.00 I agreed to PLUS an extra $19.99 for something I did not opt to purchase. I have no idea was this $19.99 is for. I began emailing the company for several days and have not received a reply from anyone there. And yes, I have checked my 'junk email file' but there's nothing there as well. If this is the way this company conducts business, I want nothing to do with them. Since I 'joined' during the special promotion time period, I have received NOTHING for the money they took from me. And no explanation as to WHY they took the extra $19.99. My husband and I are retired and on a fixed income and feel, sadly, we have been taken advantage of.

  Business response

  04/10/2024

  On March 13, 2024, the customer signed up to our ******************** Survey Team. It has a $7 entry fee to ensure all participants are serious about taking our surveys. The Team also comes with a Full Members Area, Several Digital Products, FREE Offers, Free Drawings and Tons of Savings in the form of Gift Cards and Coupons. The members area is immediately unlocked upon purchase and the link to sign in is given upon order completion via the order confirmation page and email. On March 14th, we received an email inquiry about a charge on her account, receiving a prompt explanation from our end. Seems she also elected to join the ********************** when she joined the Rustic Survey Team. Which is a separate & optional charge of $19.99/90 days giving her total of $26.99. On March 15, she requested a refund, to which we proposed a discount on the ********************** to a cheaper subscription plan option. Despite our responses, on March 18, the customer expressed feeling ignored, although we had actively replied to her emails. She then reached out on ******** Messenger and we resent all the emails that she said she did not receive to let her know we were indeed replying. She insisted on still not receiving them, or getting access to the members area full of benefits. Thus, leading us to issue her a full refund of $26.99 on 4/9/2024.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On September 3, 2023, Rustic Territory offered classes on how to start your own company making candles. There was an initial fee of $1.00 and you could cancel within a week. If you didn't cancel within a week you would be billed $97.00 and join the class. On September 8, 2023, I emailed and asked to cancel the class. On September 13, 2023, I got an email inviting me to a class on how to make candles at 1:00 pm that day. I emailed back the same day asking if they got my cancellation of the class. I got no reply. When I got my September 2023 bank statement there was a charge for $97.00. I contacted the company and asked for a refund. None of my requests for a refund were made.On January 13, ****, my husband contacted the company. Rustic Territory acknowledged I successfully canceled the class. On January 14, ****, my husband emailed, "What day in September did my wife unsubscribe (on how to make candles for a business) AND what "information" did she receive for the $97 charged to her credit card? As of today, January 19, ****, we haven't heard back from Rustic Territory. Since I canceled the class on time and I did NOT receive ANY information on starting a candle business, Rustic Territory should have refunded the $97.00.

  Business response

  02/05/2024

  Thank you ******, for bringing this case to our attention. We have done an internal investigation on it and you are absolutely due a full refund! That customer service representative that handled your situation did not take the proper action in which they were trained and they are no longer with our Company. We cannot apologize enough that Management missed this. We have since implemented more training and screening on our **************** Team to prevent this from ever happening again. Here are the results of our investigation: You did get full access to the course when you joined on 9/3/23 via the order confirmation page and an email confirmation which also includied the link to create your account. We do have logs of your activity inside the Rustic Candle Secrets Private Membership Area, it seems you created 1 account, deleted it and then created it again in December. So you did indeed, get what you paid for on the $1 Trial. However, you did also submit you cancellation request during your 7 Day Free Trial, so it should have been cancelled immediatley to prevent future billing. So now, we have issued you a 100% Refund of $97 on 2/5/24. Please allow the banks 3-5 business days to return your funds. Again, we are very sorry for the inconvience of this whole situation. And we hope that you understand, customer satisfaction is our Top Priority and what happened here is Completely NOT Ok, thus that individual responsible is no longer with us. Hopefully, you will find it in your heart to forgive us. Thank you.

  Customer response

  02/05/2024

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company is impossible to reach. If you do a recurring payment and try to close your account they won't let you. There are two logins to do this and if you try to reset your password you cannot. It's a TOTAL SCAM and the products are cheap.

  Business response

  07/18/2023

  Hello ********,

   

   We are sorry to hear that you had technical difficulties with using our website. If you joined any of our Farmhouse Clubs there is only one login location that will let you manage your subscriptions: The Customer Portal. After review, it looks like you were also on our Rustic Beta Team which does have a Private Members Area but that is not the same thing. All billing can only be managed inside the Customer Portal. The Beta Members Area is where you get your Surveys and Beta Benefits delivered. If you could not access the Customer Portal for any reason, had password issues or anything all you would need to do is text, chat or call us (Mon-Fri 8AM-5PM CST) and we will be happy to assist you. You can also email us 24/7 at ********************************** and someone will reach back out during normal working hours. Please note, all phones, chat, email and text are not monitored outside business hours. So if you tried to reach us then, that is why you were not successful. But again, a simply email will allow us to follow up soon as possible. Also, after looking into your product complaint it looks like you ordered a birdhouse. So if it was damaged in any way please let us know so we can fix it. We offer free returns and free replacements within 30 days from your order. We hope this answers all of your concerns, if not please reach out to us via email, text (1-855-RUSTIC-T) or ******** chat (@RusticTerritory) for the fastest service! We look forward to serving you with all your farmhouse decorating.

  Rustic Territory,

  Management Team

  Customer response

  08/02/2023

  Complaint: 20253370
  
  I am rejecting this response because:
  

  I had covid-19 and was unable to respond. However, this is not a satisfactory response. I did try to login, emailed and "chatted" with the company. When I tried to reset my password, it did not allow it. There is a recurring charge on my bank account which I sent to the company with an unsatisfactory response. Phone calls went unanswered.

   

  Regards,
  
  *********************************

  Business response

  08/04/2023

  Hello Ma'am, after further review of what all you ordered. We see that you joined the Farmhouse ************ and stayed for 8 months. You paid for and received all 8 t-shirts. These items are eligible for a refund if you return them. All you got to do is contact us directly at ********************************** and we will provide the pre-paid shipping label. Also, we have looked but cannot find any previous emails, chat message or text from you. If you called and did not get an answer it was outside our normal business hours. We only have staff available Mon-Fri 8AM-5PM CST to answer phones, email, chat and texts. We apologize for any inconveniences this may have caused you and hope that you heal fully from Covid soon! Please email us for further assistance and we would be happy to help.

• Initial Complaint

  06/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Looks like I have been charged $29.95 every month since August 22. Just saw on credit card and cancelled card. I need a refund because I don't know what this is. I never agree to monthly charges.

  Business response

  06/21/2023

  Hello *********,

   

   We apologize for any confusion, after looking up your orders it shows you joined our Farmhouse ************ on August 11th, 2022. That is $29.95/Month for a new Farmhouse **Shirt every month. We did have some shipping delays due to a down printer but upon review all of your t-shirts have been delivered. You may return any you wish for a refund. However, we cannot issue a refund and let you keep the shirts. We hope you understand. If you want to return any shirts please contact us directly for quicker response at *********************************** We hope this answers your question. If you need anything else please let us know. Our Business hours are Monday-Friday 8AM-5PM CST. Thank you for letting us serve you with all your farmhouse needs.

   

  -Rustic Territory

  Management Team

• Initial Complaint

  06/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid a seven dollar fee supposedly to be a beta tester and now Im constantly being sent emails asking me to contribute more money to buy catalogs and to do other things. I emailed the company and said I wanted my seven dollars back because I got nothing for it except one cheap little $.50 sticker advertising their company. I asked for a refund instead they sent me to a website that I asked for my information again and they wanted me to spend more money! I really want my seven dollars back and I wanna make sure that they dont charge me any more money. This company is a scam and a rip off

  Business response

  06/21/2023

  Hello *****,

   

   It looks like you joined our Rustic Beta Team on May 17th, 2023. The $7 fee you paid was for the Beta Pass which gave you immediate access to the Rustic Beta Members Area where all your Surveys and Beta Benefits are delivered. This is what you paid for, not a sticker. We ship you a welcome letter and free farmhouse sticker as an added Bonus. The Beta Pass is a digital product and was delivered instantly upon purchase. If you have not created your account inside the Beta Members Area, then you are missing out. Please contact us directly for the private link so we can get you squared away and make sure you don't miss out on all you rate as a Rustic Beta. We give you access when you join in 3 ways, #1 on the order thank you page, #2 via a welcome email and #3 on the welcome letter we mail to you with your farmhouse sticker. We hope this clears up any confusion about what was paid for. If you no longer wish to participate and want to forfeit your spot to another person, please contact us and we can remove you from the Team for a full refund. Also, upon review you did not join any of our subscriptions so nothing there to worry about. All our subscriptions are clearly labeled and have terms available for you to view before joining. And the Rustic Beta Team is not a subscription, it simply requires the one time tiny entry fee of $7 to have access to over $500 in benefits and rewards. We hope this answers your question, if not please contact us during business hours Monday-Friday 8AM-5PM CST and we would be happy to help.

  Rustic Territory,

  Management Team

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I put in All my information I never hit summit. I have been charged monthly for this subscription and Im not 100% happy with this company. But you cant cancel because it doesnt recognize my email address and pass word that saved in my phone. Imagine that. No way to call this so called company and need to get all of my money back.

  Business response

  01/10/2023

  We apologize you are having trouble reaching us, our phone and chat are only available during working Office hours Monday- Friday 8AM-5PM CST. It sounds like you are having a subscription related issue and cannot access the Customer Portal due to technical difficulties. We have routed this information to Management for review and processing, they will email you directly in 1-5 business days when your cancellation is complete with a confirmation number. Thank you for your patience and understanding and you can always reach us faster by emailing us directly at ********************************** it is available 24/7. We have also emailed you from this address letting you know your cancellation request has been received and is being submitted to Management for manual processing.

• Initial Complaint

  08/31/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up for a beta tester and purchased a cup while signing up. When I did that it automatically signed me up for a monthly sticker subscription. I didn't see that and they charged me 3 months worth. The stickers are dumb and low quality. For $19.95 you get 4 small stickers. Canceling is a nightmare and the customer service was rude.

  Business response

  09/16/2022

  Hello ****,

   

   We apologize for any confusion during your ordering process. All our subscriptions are clearly labeled as such. The trouble is, most people get in a rush when placing their order and only read part of the page. The Farmhouse Tumbler comes with a 14 Day FREE Trial to our Farmhouse Sticker Club and your first 4 Funny Farmhouse Sticker FREE. Then they are $19.95/Mo. So far we have had some really good reviews on them so are shocked to hear you did not like them. The Tumbler is the Promo Item for all New Joins and the only way to get it is to join the Club. They are a packaged deal and are marketed and labeled clearly as such. You can cancel any subscription any time inside our Customer Portal. We have made it as easy as possible and placed the link in several locations on our websites for easy access. We also recently changed call centers due to complaints with the old one. We sincerely apologize for your bad experience and hope you will give us another chance to assist you in your farmhouse decorating in the future. Thank you.

  -Rustic Territory

  Management Team

  Customer response

  09/28/2022

  Complaint: 17802775
  
  I am rejecting this response because:
  
  Regards,
  
  **** *******

• Initial Complaint

  06/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have made multiple attempts to cancel a subscription with this company. I get the runaround. I can't log on. Every time I attempt to get information to cancel my subscription I get the runaround.

  Business response

  06/07/2022

  Hello Der, we just went through all of our **************** Correspondence with you. You joined our Farmhouse ************ on April 8th and requested to cancel in May. Our **************** Representatives then sent you the link to our Customer Portal twice with Simple Instructions on how to cancel your subscription. After further review, it seems you did not do so. Therefore, we just manually cancelled it for you prior to your next **** date on 6/8/22. All your **Shirts have been delivered per the tracking numbers so no refund is due. We apologize for any confusion. Your Farmhouse ************ subscription has been canceled per your request. You will not get any more farmhouse t-shirts or bills unless you sign back ** in the future.Your Cancellation Confirmation # is RT199697, please keep this information for your records. Thank you for letting us serve you. This information has also been emailed to you.    -Rustic Territory Management Team

*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. ↩