Rustica Reviews 143

I ordered a door pull in a raw steel finish. These morons sent me a black powdercaoted one & then lied to me saying the finishes change from year to year.. I wire wheeled the black off and only then did they agree I was corret.. DO NOT BUY ANYTHING FROM THIS BACKWARDS RAN CO..

Do not order from this company - they are at worst a complete scam and at best a poorly run company that misleads customers. I placed an order for a door, and when I contacted them within hours of the order to make a minor change, I was told I needed to pay additional fees which I found confusing. This led me to cancel my order however they have yet to issue me the refund that I am entitled to. Avoid them at all costs.

Oh please don’t order a door from them. First of all know that as you click through that seemingly good priced door will quickly skyrocket. The shipping was a nightmare. The door is an average at best, did not come with any hardware and was incorrectly drilled . Their customer service is an ai chat that says, “wow that must be frustrating” but does nothing to fix the problem.

Vi har lige købt mad hos dem i Ringsted kartoflerne var grønne. Smagte så dårligt så vi smed det ud. Vi skal aldrig have mad derfra

Do not buy into the hype. This organization has been a terrible experience from the start. I needed interior sidelights for my home and asked for an estimated timeframe before placing my order. I was told it would take one to two weeks. Based on that, I paid 2800 dollars for two sidelights that measured sixteen inches by nine feet.

Two weeks passed and nothing happened.

At the end of the second week, I emailed to ask for an update. There was no reply.

At the end of the third week, I emailed again and called. Still no reply.

By the end of the fourth week, my wife called and I emailed once more. Again there was no response.

When they finally contacted me, Kristi dismissed my concerns and simply said they receive many calls and requests. She also told me the sidelights they were building were actually twenty inches wide rather than the sixteen inches I had ordered. She suggested I have them pre hung, which I agreed to. She then issued a 2800 dollar credit and said someone would call me on Monday. She added that I should call them if I did not hear from anyone. I called and asked for Kristi to return the call. Instead of a response, I received an email claiming I had never called.

She later gave me her cell phone number and told me to contact her the next day. I texted her and also called the office again. There was still no reply.

I’m five weeks in and no end in sight.

At this point, I simply want my money returned. I want to end all dealings with this organization because they clearly do not value their customers.

For your own peace of mind, please go somewhere else..

the barn door hardware flaked off from the wheels and then came off in tiny flyaway pieces! they will not do anything to fix the situation!! sad part is many cmpanies like home depot and menards now sell their products!! CRAP SERVICE AND CAP PRODUCTS!!

I paid 60 bucks for a small window unit I have reached out to them multiple times and never got a response I was never sent no tracking information when I tried calling it said the number was no longer in service I have sent many emails and got no response I would not recommend this place it's one big SCAM to get your money

This place is terrible. We ordered a $60ish barn door handle…and then waited…and waited…and then reached out to rustica to see where the product we paid for is…and then we waited…and waited some more…

Multiple reachouts went unanswered. With Rustica having already taken our money, but providing no product and no responses whatsoever…we opened a dispute with our credit card company. The ccard company reached out multiple times and still no response from Rustica. Took 4.5 months to finally get our money back for a stupid door handle.

TERRIBLE customer service. TERRIBLE business. As you can see from other reviews, shop elsewhere and save yourself the frustration.

Purchased about 20k worth of doors from this place. You can SEE THROUGH ALL of our exterior doors. Rustica is claiming that because WE stained them they are not under warranty. These doors are not solid, they are 3D PRINTED! We were able to go to Ace Hardware and order good quality doors for far less. I feel like we were robbed honestly. BUYER BEWARE!

Make sure you read the fine print. Ordered a barn door hanger (Didn't open it) and they indicated I will only receive credit to use on their online store. The thing is, that, they do not mention it during the order process... To add to that, they indicated it was because the item was custom made. I replied that I find it hard to believe that it was made custom for me as it shipped less than 4 hours after i ordered it.

Bought a custom exterior dutch door for new build. Primed and 3 coats of paint under covered porch and grills are warping on door i paid 3600.00 for
Customer service has told me 3 times they cant help me. All i have asked for is the grill grate so i can replace myself.
Its not even attached to the door.
Been told no three times now.
Poor customer service.
Dont waste your money!!

Do not use them. They do no stand by their products. They talk a good game but when push comes to shove, they just push you a bit further over the cliff.
1. Ordered a door (paint grade pine) and professional painters have so far painted it twice. I assumed the painters didn't prime it properly the first time but when it bled a second time, I contacted Rustica. I was told to read the fine print...bottom line, not their problem as they state pine knots can be difficult to paint. WHY IS IT LISTED AS PAINT GRADE?.
2. Ordered metal barn doors. First, the sides of the door is wood, there is a layer of meta over the top so you see wood on the sides? Odd? Door arrived scratched, contacted Rustica, again, not their problem, read the fine print. Metal doors are not perfect and may show flaws. Scratches are not flaws? 3. First wood door ordered arrived with chip in door. I contacted Rustica, the chip in the wood was small and we should repair it here when we painted?

My contractor is stuck with their repairs and I receive another bill for his work.

Rustica does not stand behind their products. Don't fall for the fancy website. When you try to contact the owners, you will not be allowed to leave a message. The photo's you see are "publicity photo's" and the smiling customer service reps in no way reflect the customer experience you will have.

I rank Rustica poorly for a failing of customer service. When I drew their attention to the fact that a simple $2 part would importantly improve a rail misalignment problem that plagues their (not inexpensive) barn door hardware I received the following response from Mr Cox@Rustica. (see below)

My repeated requests that they send me the part have gone unanswered.

David-
Thank you for your recent order and also for sharing this recommended improvement. We sincerely appreciate customers who take time to share their experience with us and make recommendations.

Doug Cox
VP of Sales & Customer Experience

I previously left a good review because I was asked , but now I'm just frustrated. Door sent with wrong hardware (hangers), CS, stated computer glitch, said would expedite replacement. Than found out wrong track was ordered, which they insist was my fault. They sent out right track (insisted I pay for shipping). I received the right track yesterday , and today received another dupilicate track. Called to find out where the hangers are, One week after being told the hangers would be expedited, only to find out that the order was never processed. They said it would be corrected and luckily, I asked for a conformation because it was ordered with the WRONG wheels!!
They than said they would correct. I asked for a conformation(which you would think Id get upon generation of the new order) but none has arrived yet.
Ya know I understand one mistake, but this is simply ridiculous!!
i haven't even been able to hang the door yet, so am really frightend to see what is next..
This is a four thousand dollar door...

If I could leave zero stars it would be far more appropriate. Had called ahead of ordering to ensure their exterior barn door hardware would withstand the elements and it has completely failed. They claim it to be powder coated paint but the paint is literally flaking off. Please do yourself a favor and look to source a reliable company that does not just yes you to get an order in only to not stand behind it when it fails.

They can't even be bothered to answer email! I have sent two inquiries regarding two doors needed in my home. Their website makes it impossible to do this, as it only allows whole inches. There's also about a dozen steps and questions, some of which only a professional would know the terminology for what they're asking, not an average shopper. Which is why I emailed. Silly me for assuming they'd have human beings to assist...and that they'd want my business.

Purchase a barn door hardware kit from Rustica last week. While going through items I received, I realized all the items weren’t shipped even though the packing list stated the items were shipped. Contacted customer service through email and all they did was doubt my claim the items were shipped and received. Went through everything and verified the two anti jump brackets were not received. Finally got feed up with customer service and told them I will make my own, items are two “L” brackets that attach to the door to keep the wheel from coming off the track. If they don’t support a couple of cheap brackets, how would they support a major issue. Use caution when purchasing.

I needed 1 barn door track. I was charged for 3.It has taken multiple calls to get money credited back to my account.Customer service was terrible. One women never even responded back as she said she would.
This looks like company ready to fold and screw as many customers as possible.I have been a builder for 45 years and this company one of the worst ever!!

I spoke with multiple Rustica agents before custom building an office to fit their corner barn door system. I spent a significant amount of time on the phone with these agents to ensure that all the details were worked out. After installing the hardware and doors we found multiple issues with the design of the product and hardware, that prevent it from working properly. After going back and forth with customer service representatives for SIX months, the company finally determined that they sold me a system that does not work and is a SAFETY HAZARD. They told me (in writing and over the phone) that I would be issued a full refund. It has been a month since that occurred. I have contacted them FOUR separate times in the past month, asking about my refund and have not received a response. Do not do business with this company. Their products are over priced and do not work as advertised.

It took over over one hour for our food to arrive. But the food was still decent. The portion sizes are appalling. The bathrooms look like they haven't been attended to ever. My daughter got 6 chips with her meal. I will not be going there again. I rated it a 1 star because there wasn't an option for 0.