Rustic Direct Avis 

Awful. No communication.I am waiting for my order and have left messages both voice and email (as requested by the answering service of this company). I’ve had absolutely no response. I see there are comments about staff shortages in other replies… perhaps you should stop taking people’s money until you have the capacity to fulfil your current order obligations.

I have been using this company in the past twice and the service, the delivery and the wood had been amazing.
This time though it’s absolutely a nightmare. The order has not arrived yet (I placed the order 3 and half weeks ago), I have called multiple times and send several email with no reply. I have finally received an email a week ago saying that there was a stuff shortage due to illness and that my order was going to be ready to be shipped by the end of the week. And then I didn’t hear anything anymore!

**EDIT 11/03/2024 - Order now arrived - after some negotiation with Rustic Direct they agreed to re ship our order, but they were unable to fulfil as we originally required, so we agreed to accept a mixture of sized planks. Order arrived as advised. Some of the planks were wet and mildewed so will be unable to use, but not too many. We had ordered sanded planks, but we had to re sand. Not ecstatic with product, but we are able to use and we did order more than needed, so we can pick the better pieces. I have increased the star rating to what I think is fair in this instance. I would order from Rustic Direct again, as every company experiences difficulties at times. Thank you Rustic Direct for the order.**

Now into our third week of waiting for product (order placed 15.02.24). Chased up and they said our order would be delivered on Friday 1st March (order did not arrive). Company responded to email saying that they would chase this up but they have (as yet) not got back to me. Tried phoning them, but unable to get through as automated response saying that due to staffing issues they are only responding via email. As yet they have not responded via email! Very frustrating experience. Should product arrive I will change my review and leave feedback on the product. I am still hoping that it will arrive, but Rustic Direct are extremely hard to communicate with. I don't like leaving negative reviews but I am worried that I may have lost my money and I would hate this to happen to anyone else. Rustic Direct, please get in touch!

Great service and good quality wood, finished well. All exactly as expected, good value. Project finished and looks great, loads of variety in the boards and lots of different widths which has made for the look I hoped for.

The wood arrived very promptly and was in a good range of sizes that fitted together well. Some of it was a bit more "recycled" than others so I recommend ordering a bit more than you need. We used this to make a feature wall in my son's teenage bedroom and it looks really great. It's also a great way to reuse materials I think.

I recently purchased some rustic lengths of timber from rustic direct, the service I received from the company was excellent, the price was very reasonable, the timber was delivered very fast and exactly how it was described, I received constant updates about my order and delivery time,I highly recommend rustic direct,thank you, first class

Found this great little company on the internet! Customer service was excellent. The product is very good quality and we will definitely use this company again.

Great Quality Product
The company provided a great service with a swift delivery
The quality was good and certainly saved me a great deal of time trying to achieve the same look with whole pallets :-)

Good communication. I knew leadtime was a while but arrived when quoted. Very happy with wood and made a great project.

Having a load of pallet wood arrive can be quite daunting, if like me you have a vision with limited building skills. But the wood was exactly as I needed it. In some instances I found myself wanting to soften parts of the wood so bought a cheap electric planer which did a great job of taking some unwanted bits of wood off. With some staining and paint I was able to create a wall that gives my room a whole new look and certainly feels warm and welcoming. A great product and service that let me do what I needed to. As a buyer though, don't be afraid to do more than just stick it on the wall. It needs some effort to make it look 100% as it is still a natural product even if it has been used before.

Excellent service, excellent product and speedy delivery! Great experience all round and can’t recommend the company enough!

Fantastic service, created a stunning feature to a very plain room.

Very happy with our recent order. We were few pallets short as ordered 20 m2 so Rusticdirect didn't hesitate and sent us with 3 working days missing pallets.

We will be returning to order more for out kitchen feature wall.

Very pleased with the pricing and service they provide.

3 weeks from order to delivery had to chase them to get a delivery date, 10 m2 ordered 7 m2 turned up sopping wet, also lengths were short. Contacted them by phone and email they were reasonable (hence 3 stars), sent out missing boards and discounted 10%. Wood widths and finishes not really mixed, too many were too similar. Although I understand this could be difficult to get right. Ultimately wood clad wall looks good but required much more planning due to short lengths.

Updated review....
Boards did not work for my project, as I felt there was too much work required in finishing before fitting- I was expecting them to be more sanded and uniform in length, width, depth.
However, the company was very good in its response- addressing my concerns quickly, offering to refund the product and also to cover the cost of return.
So the product wasn't right for me, but the company has handled the return very well.

Really pleased with the wood i ordered. Quality is good and looks good on the wall

So far not good. Said it would be a week for delivery so far I’ve still not had confirmation of shipping. When I emailed for an update they didn’t respond. If I don’t hear back the next couple of days I will probably have to cancel the order.
Thanks for your feedback. I only received your first email I messaged again after a week when I still didn’t have a shipping confirmation. As soon as the product arrives I’ll change my review

Still haven’t received the sample I ordered and its been 2 weeks!

We had a problem with our order - short delivery - and were unable to contact them to resolve. No response despite many messages and no one answers the phone. Would not recommend or use them again.