Reviews

Review Details

• Review fromDebbie M

  Date: 09/13/2024

  5 stars
  Great Company In Texas. Reliable with great customer service. Ordered many, many items from them over the last 7 months. My online question for customer service was taken care of quickly. Everyone who received these as gifts loved them. Quality metals and great prices. I used the discount code and also received free shipping over $99. Chgo, Illinois

• Review fromchristine b

  Date: 08/30/2024

  5 stars
  I ordered the farm steel hanging at least 5 years ago! It still looks just as amazing as the day I received it! Amazing craftsman-ship!!!!

• Review fromChristopher G

  Date: 05/24/2024

  1 star
  Internet Scam! I placed an order with RealSteel on Monday May 6th. My credit card has already been charged for the item. I have tried to reach them and can't locate anyone. I sent numerous e-mails with no response. I have called and left messages asking for information about my order, again no response. The website has a “live chat” during business hours the message I received” Thanks! Your message has been submitted. You will receive a response here or via email. We usually reply in a few hours.” Never heard back from them. Buyer be aware: I've lost my money in the amount of over $160.00. This was an anniversary present to my Wife!

• Review fromRenee P

  Date: 01/21/2024

  1 star
  I’m in disbelief how I was treated as a customer by Raelyne ******* Managing Partner/Customer Success. I waited a month to review so I didn’t write it in anger but I still feel the same. They promoted to order by midnight Dec 13, 2023 and purchases were guaranteed to arrive by Christmas. I ordered Dec 12, 2023. On Dec 15 I received an email my order reached its final stages and would be shipped. I waited a few days and when I didn’t hear anything emailed to ask if it was shipped. I was told it was by Raelyne ******* and to wait a few days. A few days went by and I emailed again saying the label shows it was created but didn’t show it was shipped out. I was told that ***** had a glitch in their tracking and others orders showed the same and then it was updated upon delivery. Emailed again days later on Dec 21, 2023 when not received and I got the same response. I asked for the exact day it was shipped and the response was it was shipped “yesterday”. I asked why she didn’t just tell me that days ago and why she lied. Her response was “I didn’t give you any erroneous information” - another lie. I had specifically asked days ago if it wasn’t shipped so I could get my husband another gift…that’s when the lies began and they never stopped. I called and she is who answered the phone and when I asked to speak to someone else was told nobody else was there and refused to refund my money because it was custom made. It didn’t matter that it arrived 2 days after Christmas and I had no other gift for my husband as this was a 3 foot sign, so expensive. The sign was nice but I would never recommend this company due to the responses and rude way I was spoken to. I saved all of the emails as proof. I will also be reporting to the Better Business Bureau. It’s one thing to make a mistake, but outright lying multiple times is unprofessional. I asked for a refund and was refused. I didn’t even get an apology. VERY DISAPPOINTED!

• Review fromKaren M

  Date: 12/19/2023

  1 star

  Karen M

  Date: 12/19/2023

  I don't understand why an item has a tracking number but not shipped yet. My order was placed on December 7 in time for the Christmas delivery. Someone with a ******* accent was very short with me when I phoned in and said it is in some kind of phase. I have worked with *** many times and it has always been understanding that item is shipped when a shipping label has been made and not sitting in someone holding bin. Very upset, Would appreciate a phone call as to where this Christmas gift is. Order #*********.

  RealSteel Center, LLC

  Date: 12/26/2023

  Hello Mrs. ********, We are very sorry you had such a less than stellar experience with our team! We strive to give all of our customers the best customer service experience in our industry and we will be reviewing this case to see how we can improve in the future. After looking into your order, I see that it was placed on 12/7 which was within our Holiday Order Cut-Off date for on-time deliver. As you are aware, our company creates 100% custom-made pieces of art which means we do not mass product and stock our designs, but rather have our craftsman create them as they are ordered by our customers like you. Due to this custom-made nature of our business, we have an order lead time of 5-15 business days. As our support team explained, a shipping label gets generated when the order goes into our production phase of manufacturing. Orders then typically leave the workshop within 48-72 hours after the labels are generated and the finished order passes our quality assurance checks. For your order (RS-229087), I see its timeline followed our advertised production flow and was delivered in time for Christmas as promised: 12/7 - Order Placed 12/13 - Order Production Started & Shipping Label Generated 12/22 - Order Was Delivered By UPS Total Business Days from Order to Delivery: 11 Business Days Advertised Timeline: 5-15 Business Days We hope that your gift of a Custom Farm Sign for JP Buck Farm was well received and loved by the recipients! If there is anything else we can do to assist you, please don't hesitate to reach out to our team! Sincerely, Mike S. RealSteel Center

• Review fromJoanne T.

  Date: 12/23/2022

  1 star

  Joanne T.

  Date: 12/23/2022

  Terrible customer service. I am still waiting for a Christmas gift I ordered on 12/11/2022 at which time holiday delivery was promised. I have spent this week trying to either get my item on time or cancel my sale. The customer service “manager” is unhelpful and arrogant. I have asked to be referred to the owner but have heard nothing. There is no reason to be treated with disrespect. And….I have no Christmas gift for Sunday. I am very dissatisfied! They will not refund my order and have nastily told me I can return it when I get it in January at my own expense! Terrible and saddening.

  RealSteel Center, LLC

  Date: 12/24/2022

  Hello Mrs. ******, I would like to start by saying I am truly sorry your experience with our small "Made in America" company has not lived up to your expectations. We take a lot of pride in our work and we always stive to give our valued customers like yourself the best possible service possible. At your request, I have read through the communications between you and our Customer Success Manager. I believe at the heart of the confusion is perhaps some mis-understanding about how as a hand-crafted business we operate. All of our items, even those that are not customized with personal text, are hand-made to order. We do not stock items in a warehouse, instead our team of craftsman create each item requested in the order we receive our customer orders. As you can image, for a company that hand produces each item as they are ordered, December is a very busy time of year for our workshop. Each year we designate a Holiday Order Cut-Off Date after which time we can no longer guarantee that orders will arrive in time for the Holidays. We arrive at this number by looking at the shipping companies (USPS, UPS, FedEx) shipping deadlines and working backwards based on the number of days it will take us to manufacture the orders we have already received. This year our order deadline for guaranteed Christmas delivery was midnight on December 7th. Starting the morning of December 8th, we posted a clear message on our online stores Cart page letting potential customers like yourself know that our Holiday order deadline has passed. This was the screen capture that was provided to you by our CS Manager. This message is shown to every person that visited our store as it is hard coded into that page for all to see. I do apologize that our message was not clear enough for you to have noticed before you placed your order on December 11th. Our CS Manager was correct that our policy is to only allow order cancellations within the first 24 hours, as after that period of time we have already enter the order into our production queue. Even though they have not finished production yet, there are costs as a small business for us to start this process. I point this out to you in hopes that you better understand how our small American business operates and to assure you that our CS Manager was following all of our RealSteel Center policies in her responses to you. She is one of our most valued and longest tenured employees that has received 1,000's of stellar reviews about the service she offers our customers. I do apologize that your experience with us was not the same as what our other customers have experienced in the past. In this case it is physically not possible for us to manufacture and ship the items you ordered on December 11th after our order deadline had passed. I do feel bad about the confusion and the position this has left you in. As a gesture of good will, I have over-riden our refund policy for your order. Your order is now cancelled and your money will be refunded shortly. This may take a few days due to bank holidays, however you will receive an email confirming the cancellation and refund. I realize this is not the solution you would have preferred, however I hope that this proves to you that we are an honorable American small business that does our very best to help out customers like yourself when there is an issue. I realize that because our order deadline messaging was not prominent enough, that you are now in this difficult position. I do hope that the refund helps and that you are able still have an enjoyable holiday season with your friends and family! Wishing you the best, Michael ********** Co-Found & CTO RealSteel Center, LLC

• Review fromCarol S

  Date: 08/26/2022

  1 star
  I received my order of garden gnomes from Real Steel Center today. While they are beautiful, the customer service is AWFUL. I sent an email within a few hours of placing my order when I found that they were offering a 20% discount. I hadn’t seen the discount offer prior to ordering due to clicking a link directly to the garden gnomes from my ******** page. In my email on 8/9/2022, I requested assistance with either canceling the order so I could redo the order using the discount code or a refund back to my credit card for the amount of the discount. Over the next couple of days I left 2 voice mail messages to follow up. To date, 8/26/2022, NOTHING! Due to the lack of response and non existent customer service, I will be looking elsewhere for the additional items I WAS going to order from this company. It’s a complete shame this company offers a beautiful product with ZERO customer service. It’s easy for a company to offer things like a “30 Day Money Back Guarantee” and “5 Year Quality Guarantee” when your business doesn’t know how to reply to an email or answer a phone or reply to a voice mail. To anyone looking to purchase from this company, know the ONLY communication you will have are the automated emails when your product ships, etc.