Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 18th , I reached out to Rustic Outfitter to order some shirts. That same day the owner named ******* sent me a invoice from square for $33 i paid the same day. March 26th i reached out to add more stuff .She sent me an invoice for another $50 which iccluded shipping it was paid. On April 16th , I got the tracking number. April 23rd still no updates so ******* goes to the post office and apparently they lost it. she offers to remake my order and send it through **** May 9th she says the *** guy lost the remade package in his car and then has her create a new label. May 21st ******* sends me a ******** message saying she got a call from the **** and that they found my package in ******, she had to send them a label and that she was going to cancel the *** order. May 29 i message her that i want a refund she says she doesnt do refunds but if its not there in a week i will get a refund June 16th i get an update from **** informed delivery that the 1st tracking number is getting delivered. June 20th it says its out for delivery and delivered but wasnt delivered to me. Called traer post office . The lady says the old tracking number was still registered to my address but was for a different person, different address and a different company sent it. She is still giving me the run around. No refund yet. The new tracking number from ****** said it was going to be delivered to me on august 8th. August 7th it says it was delivered. Once again i called the post office and was told the same thing as the 1st package. It was for a different person, different address, but registered to me as well. on august 9th said she would be sending me a refund through square. August 10th she said it was sent and to wait 5 to 7 business days. August 19th i checked our account since it would have been exactly 7 business days and nothing. I called our bank this morning august 20th and they dont even see a pending refund. all in all i paid $83 and i just want my money back

  Customer Answer

  Date: 08/20/2025

  This is the 1st actual screenshot showing the 1st time ive messaged her. I did order to her in the beginning and got my stuff. This complaint is for the 2nd and 3rd time i ordered.

  Customer Answer

  Date: 08/21/2025

  It is Rustic Outfitter Designs LLC.  I typed in the LLC  part during the complaint form but its not showing that

  Business Response

  Date: 08/21/2025

  First of all, this isnt even my business name. Second of all, **** has lost her package twice. I provided tracking number to customer every single time I have shipped items out. Customer has been refunded. I have shipped to customer before with no issues until this most recent time. Once packages are with ***** it is out of my control if they lose them per my shop policies that customer initialed when she first started my group. Customer is out to ruin my business now because shes upset that its taken so long for the refund to go through which again is out of my control. 

  Customer Answer

  Date: 08/21/2025

   
  Complaint: 23772795
  
  I am rejecting this response because: First of all, when i started this complaint, I did type in Rustic Outfitter Designs LLC. Second of all her claim that **** lost my package twice is a lie.  On April 23rd, I messaged the seller saying i was waiting for a call back from the post office from ************ because i didn't have the package yet. She said she was running down and apparently they didn't know where it was. Seller then claimed she was remaking it and sending it through ***. I got the 1st tracking number , then apparently she had to make a new label  so i got the 2nd tracking number.  On May 21st , seller messaged me stating  that ****  called her saying they found my missing package and that it was in ******. Seller claimed she had to make a new label for the package  that was in ******. She said she was gonna cancel the *** one that day since she could resell the items. When i talked to the ***************** about tracking number ********************** (the 1st tracking number before ******) i was told that they never need a new tracking number if it went to the wrong place , all they would have to do is scan it, put it as missent and resend it . The post office also has proof that that tracking number was sent to a different person and different address even though it said delivered to me. The 2nd tracking number *********************** ( one given in ******) also was for a different person and different address.  she said she sent me the refund on august 10th and it would be 5-7 business days and that would have been august 19th. She has claimed she couldn't send me proof the refund was sent even though she can through her square dashboard.  I called the bank where my debit card is through and there was no pending refunds through their system. I'm not out to ruin her business. She's told me 2 times if i don't get it in a week  she would give me a refund. I just want to do the right thing.

  
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 09/12/2025

  The customer has already been refunded. This is a closed case on my end. And I would like to keep it that way. Thank you. 

  Customer Answer

  Date: 09/12/2025

   
  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.
  
  Sincerely,
  
  ****** *********