Rustic Grove Omdömen 43

Disgusting Company - Avoid at all costs.

Spent over 2 months chasing my order of a large desk for a new office build and given excuse after excuse for no delivery. Ignored multiple requests for refund and have held me to ransom over the £639.99 i gave them.

I have had to use a recovery service to try and get my money back which has caused me nothing but stress.

DO not use this company.

After weeks of no word about my order, I followed up and was told they were having production problems and said they hoped to be in production the following week. When a month passed I followed up again and they said the same. When I requested to be notified when production starts and for confirmation of a ship date, they said they’d do their best. That never happened and they eventually stopped replying. I am pursuing a chargeback with my bank for the purchase. Update: Followed posting the previous review, I received an email that the company is entering insolvency and their reason for stopping communication was because their Insolvency Practitioner advised them. They suggested I pursue a chargeback with my bank. Then oddly followed that by claiming to be a new parent company called Hewn Holding Limited, offering me a “significantly higher discount that you paid” for a limited period of eight weeks if I emailed them for a discount code and pricing list. They promised to respond within 24 hours and communicate accurate lead times, but warned of a “brief pause” on any new orders. Cheeky at best, manipulative at worst - feels scammy after I’ve requested a refund a number of times, was promised one when my item never came, and have still received nothing but am invited to order again? Do not order from this company.

The Rustic Grove is the same company as SolidSpace.uk. If you check out their TP reviews, it is the exact same story. The same business completely ignoring paying customers.

Adding to the reviews already posted here, hoping this stops anyone else from having the same experience.

I ordered a desk on 6th April. Chased a few times and was told it was definitely, 100% shipping on 16th April and I should have it the next day. Since then I have had no response to any emails or web chat.

I will be getting a refund via my credit card company, and ordering from somewhere else.

Unless you actively want to waste your money, then do not order from this company.

Over 2 months since I played my order on a £450+ table that had a lead time on their website as 2 weeks. In that time I’ve had 3 emails from them with the exact same generic line and excuse for not delivering with their last response coming 20 days ago.

Appalling customer service and bordering on a scam as it looks like I have been completely ripped off.

I ordered a desk & 2 shelves from this company on and 01/01 & have still yet to receive the desk! When we placed this order the delivery time was advertised as 7 days, we are now at 17 weeks!

01/01 - Order placed

12/01 - I reached out for an update & was advised that they were aiming to dispatch my order on 22/01 but worst case scenario it would be 27/01 as they received more orders than expected over the Christmas break.

20/01 - They contacted me to inform me that the dispatch had now been moved to 29/01 with no reason provided.

28/01 - They contacted me to advise that it would be delayed further as they had not been able to obtain oak of the right quality, they had had extremely high demand, had broken machines & staff sickness. At this stage they could not even offer a new dispatch date but would be in contact no later than 05/02 with an update.

05/02 - They contacted me to inform they now had the oak & were working through their backlog of orders. They aimed to dispatch on 17/02 but hoped it would be sooner.

17/02 - I contacted them as I had received no further emails & no dispatch confirmation.

18/02 - They replied to inform me they had fired their customer service manager due to communication issues but they were all hands on deck in the workshop so struggling to reply to emails. They advised that the shelves were ready but the desk was still in progress, they hoped to dispatch 24/02 but may need until 26/02. At this point they offered to send the shelves separately & offered to refund £125 for the delays.
On this same day I requested that the shelves be immediately dispatched & that I would continue to wait for the desk on the basis of the £125 refund but made clear this order was now urgent as we work from home & require this desk.

02/03 - I confirmed with Ryan that the shelves had finally arrived (& tbf were of very good quality which stupidly gave me enough hope to continue to wait for the desk!). I complained that it appeared the desk still had not been dispatched and that no refund had been received.

03/03 - Ryan replied apologising for the continued delay but advised that I was now the only order that was overdue for delivery (I have since read reviews that make me believe this was not the case!) and that I was his top priority. He also stated that they were now awaiting another oak shipment before they could start my desk, bringing into question all previous correspondence where my desk was 'nearly finished' when based on this it had not yet been started! The new dispatch date for the desk was set for 12/03 which once again may be earlier but didn't want to promise something he couldn't achieve! Ha! The refund still had not been received so he offered to up this to £175. He also wrote that if the desk was not dispatched on 12/03 then we would be provided with a full refund and an additional £100 compensation.

16/03 - I emailed Ryan as we had now passed 12/03 with no dispatch, no communication and no sign of the refund again!

18/03 - I had not received a response to the above email and therefore sent another email. At this point the online reviews were mostly negative but it was clear that people who had ordered after us had now started receiving products before us. At this point I threatened public reviews and a chargeback request.
Surprisingly, Ryan replied the same day! He advised that the refund of £175 had now been processed but that dispatch would need to be delayed further until 26/03 but that another £50 would be refunded for this.

19/03 - £175 finally refunded!

27/03- The further £50 refund still had not been received along with no sign of the desk! I sent another email to Ryan stating that the order would now need to be cancelled.

30/03 - I had not received a response to by above email and therefore chased to ensure it had been received.

01/04 - Still no response so another email was sent. The website at this point was still showing that if I ordered the same desk again it would be dispatched within 14 days which of course we were vary aware at this point is far from the truth! I once again asked for a full refund and the additional £100 promised compensation and threatened that if I did not hear from this then I would be escalating this further as he was breaching the Consumer Rights Act!
This prompted a near immediate response from Ryan who begged that I give him until tomorrow 'to see if he can come up with a quick resolution' or the full refund and compensation would be issued.

07/04 - Clearly no quick resolution had been found and I had heard no further from Ryan so I once again requested a full refund.
Ryan offered the full refund process to be started tomorrow morning but that the desk was now nearly ready and would definitely be dispatched 11/04 and that he could send photo evidence. It was also advised at this point that their refund process took 2 weeks!

I have never heard from Ryan again!

I paid for a desk in full well over a month ago and I have heard nothing since. I have contacted them twice and they have not replied. They have taken my money and ghosted me. As far as I can tell I have been scammed by the Rustic Grove. Looks like from the reviews others have also been scammed. Avoid the Rustic Grove.

Ordered a desk on the 7th of March spending £520 - at the time the business had stellar reviews and a reputation that has since been tarnished.

After multiple emails and constant false promises and missed shipment dates, I have noticed that their business is no longer active on Etsy which I think is a sign that this business has failed and/or is in the process of exit scamming and there is likely no hope that anyone will get their products.

I opened a case with Etsy and I strongly encourage everybody else to chargeback. What a shame that this business has exit scammed.

Ordered a desk on the 10th march and paid £450. It’s now the 24th April and still no desk. First emailed 26th march to which they replied the desk would be dispatched at the end of the week which it wasn’t. Despite more emails being sent, there has been no replies. Do not order from this company.

01/05/26
Just received an email to say the company is going into liquidation! There is an offer of a discounted product from the new owner. Will consider carefully before committing.

I have been looking for a desk for my office for over a year and have repeatedly come back to rustic grove as their product and reviews looked great.

On 14 March I bit the bullet and parted with £490 of my hard earned money for what I was hoping to be a successful transaction.

Other than my initial confirmation of purchase I heard nothing. I assumed they were busy and accepted that it was Easter time…

Despite an email to ask for an update in the 4th April, to which Ryan responded apologetically, stating that production would start shortly, I have heard nothing further.

Among various attempts to use the useless chat function, I have sent 4 further emails, which have not been responded to and the final with a notice that if I didn’t hear back I would cancel the order via my Mastercard provider.

I have yet to take this step- and hope that by posting this review I will get a response.

I appreciate times are hard for small businesses and staffing can be a challenge. However none of this excuses poor customer service and a total lack of communication or explanation of what is going on.

In my experience customers are willing to tolerate a wait or delay if there is some communication.

Rustic grove produce a popular product and are completely undermining their goodwill and brand through total incompetence in respect of customer communication.

To Ryan and his fellow directors - you can see from the reviews that you are destroying your reputation.

I plan to cancel my order on Monday if I haven’t heard anything from you by then.

I am willing to update my review if you can resolve the matter to my satisfaction.

Update: 27/4/26

I have started the refund process with my card provider- regrettable but necessary.

I ordered a desk and 4 shelves on 22nd Feb. I asked for an update on 23rd March and was told the same story as everyone else in the reviews about production issues and being behind schedule. I was told my order would be ready and dispatched the following week, to which I said fair enough, but can it be sent the week after as we'll be away. I've heard nothing since then despite sending several emails. I am planning to file a charge back if I don't hear by the end of the week.

Absolutely do not buy from this company! We bought a 800£ desk in January and we still have not received it. They replied at the beginning saying that they had quality issue with the wood received. We were told different delivery dates that never materialised. We asked for reimbursement many times and we never get any answer! Also there is no number to contact them! Absolute scam!!!! Very poor communication!

I placed an order with The Rustic Grove Co on 3 April and after requesting an update I was later advised by email that my order would be dispatched on 21 April.
Since receiving that message, I’ve had no dispatch confirmation or further update, and follow‑up emails have gone unanswered.
I understand delays can happen, but the lack of communication is frustrating, particularly as there is no phone number available and email appears to be the only contact method.
I’m posting this review in the hope that someone from the company will get in touch to confirm the status of my order and resolve the issue. I will update this review if the situation is addressed.
27/06/2026 Further emails sent and now they are ghosting me. Today I have formally cancelled my order and requested a full refund. Please don't waste your money and time with this company. Feels like I have been scammed!!

Best avoided.
Ordered on 23rd February x2 desks - website states 14 days from order to delivery.

Other than the order confirmation received no communication till I emailed on the 9th March asking for an update. Was informed of a delay and to expect 17th/19th March instead.

17th March, asked for an update again - told they had to reject some timber so a further delay, told to expect dispatch on 19th or 24th.

Order was collected on 26th March and delivered on the 27th. Unfortunately we noticed that while the desks had been covered in bubble wrap the corners of the desks were exposed and damaged.

27th March Emailled rustic grove to confirm the damage, likley due to their poor packaging.

30th March response Offered to send some wax and sandpaper to repair desk along with a partial refund. I accepted.

4th April sent another email as we had unpacked the desks and found more damage and noticed the colour was not as dark as we expected, also to confirm if wax and refund were in progress.

8th April got a response & on 10th April agreed that we could apply the wax to darken the table more and get some support brackets under the desk as it has a slight sag already.

15th April recieved email from PayPal stating that the refund issued by rustic grove failed.

I have sent 3 emails since and have had no response.

Ordered a desk which was (and still is) marked on the website as in-stock and delivered within 7-14 days on the 12th March and still no sign of it as of 21st April.

I followed up on the 23rd March to ask for an update and was told my desk would be in production around the 1st April. At this point I wasn't too bothered, quality takes time.
The 1st of April came and went and I heard nothing, so I followed up on the 7th April to ask for an update. By this time I had moved house and was now without a desk, quite an inconvenience when you work from home. The response again said it would be in production next week and dispatched "on Thursday" [16th April].
16th April came and went and no sign of the desk or any update. I've now reached out again for an update as of the 19th and have yet to hear back.
If there is no movement shortly I will be issuing a chargeback and making a compliant to trading standards

I ordered a desk on 22nd Feb. It's now 21st April and there is no desk.
They don't reply to my emails asking what's going on.
I've had no contact from them since 8th April. Either they've gone out of business or it's a scam.
I sent them £489.99 which was obviously a mistake. I will try to recover some of the money through a County Court Judgement, but my advice to anyone would be - AVOID THIS COMPANY!

Update: on May 1st I received an email from the Insolvency Practitioner informing me that this firm had, in fact, become insolvent. They offered no refund but advised me to pursue a ‘charge back’ through my bank.

WARNING: they are continuing to trade under Hewn Holdings

Ordered 2 desks on 16th March and still not arrived.

They’ve only responded to one of my emails with:

Really sorry for the delay, we've had a lot of issues which have put us behind schedule. Your desk will be in production in the next few days and we're aiming for it to be dispatched by Thursday next week at the latest.

Which has clearly not happened. Can’t speak to the quality but dispatch times and comms very poor.

Ordered multiple desks in December 25 and have received some but I am still waiting on delivery of the remaining orders. My calls, emails and messages are being ignored. The desks we have received are great but I have a half finished room and because the desks are bespoke I'm now stuck with an incomplete order.

The desk is lovely, solid wood and looks great. Our only issue was the lead time, suggestion is that a more realistic time scale is given on the website. Otherwise it’s well worth the money, and would’ve still purchased if we’d of known about the four week wait as it’s really lovely furnitures

Update 28th April
Another 3 weeks on and still no desk. I'm now also being completely ghosted by this company.
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Ordered desk on 10 March 2026 - website said delivery within 14-days. Over 4-weeks on and still no desk or delivery dispatch information received. Have sent 3 chaser emails, only one responded to with just a vague response of 'unfortunately we've had a lot of issues recently which have put us behind schedule'.
Expensive desk and zero customer care/delivery updates provided. Worried this is a scam website.

Updated: 15/04/26 Ryan called and apologised for the lack of communication & advised timings on the desk & a refund of £50.

Desk arrived 13/04 and I am VERY happy with the quality of the wood and build. Stunning piece! If it was based on the desk alone I would give a 5* rating.

No £50 refund received as yet though.

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Still no response to reviews or further emails and left waiting on ‘chat’ for over an hour. I have now followed Morton’s example and started the chargeback process.

Ordered a desk 10 March, it was a 7 day turnaround. A week passed nothing so I contacted via email (as conveniently no phone number available!) Advised it would be made the following Tuesday and sent to the delivery team Thursday - nothing. Another email, another week and then ghosted. I don’t mind a delay providing I have a clear and realistic date for delivery. Very disappointed in the customer service and still no desk!