Same as other yelp users....I ordered two doors on Oct 30th and was told 4-6 weeks. I am under major construction and made sure I ordered these doors with enough time. Was I wrong...it's now Dec 24th and I'm now told (after at least a half dozen phones calls over the last several weeks) the doors were finished this morning and I should receive them on Jan 2nd - that's nine weeks since placing the order. Like others, my contractors have moved on to other jobs and now I've got to get them back to finish hanging the doors, one of which is for my guest bathroom on the 1st floor which can't be used until the door is hung. I was told for two weeks that my doors were shipping only to call back and be told again to "hang in there". It's funny that I have to be patient but this company had no problem charging my credit card at the time I placed the order. Let's hope the product is good once it arrives. I would definitely say there are many other companies who make barn doors and I would try out one of them first before using Rustica Hardware. How disappointing.... read more

A store great with unique gift and awesome hardware and home decor items. Helpful staff and a beautiful building. Be sure to stop by and check it out. You won't be disappointed. read more

We love our door! I found Rustica Hardware while searching the web. I sent them an email asking for assistance in measuring and ordering our door. Terri was incredibly helpful and spot on! I even sent her a picture of the furniture near where the door would be to help match the trim! Perfect choice. Terry and Tony were very good with getting me all the videos/directions for installation. It made it so much easier this way. The quality is EXCELLENT! I don't think anyone can argue that. We love our door and are thrilled to have it in our home. read more

I wish I had seen the reviews here prior to sending Rustica Hardware a boatload of cash! First off, the hardware kit that I ordered arrived in a timely manner...but it was missing several pieces (a few bolts, etc). When I called about this, I had to speak to two different people before someone could explain the issue...because the person who answered the phone had no clue what was supposed to be in the package! Secondly, I made two returns associated with the order. The first was due to my customer making a last minute change in the plan which required a longer track. The second was because the "wall mounted roller guides" actually require a Hole in the Floor! The first return was no big deal. I agreed to pay the restocking fee and to ship the track back to them (net loss of about $100 all total). The second return took 3 different employees and a manager to solve. I explicitly ordered this type of guide to avoid putting a hole in the customer's brand new hardwood flooring, yet nobody mentioned this hole issue when i ordered! The instructions say to hang the door with 1/2" floor clearance, which I did...then I learned that the roller guides won't fit under the door with that clearance...hence the 1/2" relief hole they wanted me to drill in the floor. After explaining to them that I refuse to damage the flooring, the manager agreed to accept the return, but again wanted me to pay shipping and a restocking fee...eventually she caved an waived both. This was about 3 weeks ago. Still no refund. Needless to say, I'm not happy. read more

Customer service has been unable to resolve our door issue that arrived with incorrect parts from Rustica. They wanted us to find someone to fix it and pay for it, which is ridiculous when you spend $4400 at a company. When you pay a premium, you expect customer service like you paid a premium price for a product. Asking your customer to fix your issue is probably the most absurd thing I've ever seen a high-end company do. Also, it took over a week for them to come back to use that response. Going days with no interaction. As someone who works in high-end furniture and sees mistakes happen, my customer service team would never handle a situation like this. We would either find someone local to fix it or send a new piece and have the old one taken away and, in some cases, refund the customer if it comes to it. Never ever would we ask the customer to fix our mistake. I'll be happy to change my one-star review when the company stands behind its products with the quality of service expected for the price you pay. I would not recommend ordering from this company with the way they are handling THEIR MISTAKE with our order. read more

This company charges a significant amount of money for their doors and hardware. The investment, quality and service are not matched with one another. We ordered a custom door kit which contained wood pieces that were way off in size. When when we put it together there were very large gaps in places there should't have been. The instruction sheet wasn't updated for us to be able to properly identify what needed replacing. Our first set of replacement pieces were unacceptable, with stains and damage. After an additional month of having the door mostly put together and sitting in our dining room waiting for the new pieces, our replacement pieces didn't arrive install-ready either and were very poorly packaged, which caused additional damage to the replacement pieces. This project turned into a more than 6 week process and it just didn't need to be that way. I would never use this company again and wouldn't recommend that you do, unless you hear that they've made some major change in their company. read more

I ordered a large barn door and all of the hardware from Rustica and i am very impressed. They helped me through the ordering process, kept me informed during the build and then notified me before shipping. The door came packed perfectly and arrived exactly on time. The installation packet was extremely helpful and it looks great. I highly recommend using them. read more

I ordered a barn door from this company. Let me just say the door is beautiful!!! I ordered it in June and I received it in October. It took twice as long as I was anticipating. The track they sent was wrong. I ordered a solid 8ft long track, so it didn't have to be split in two pieces. I received two tracks, one 6'6 and one 6'8. They are closed on the weekend, so I have to wait until Monday to try to get this issue resolved. read more

Worst customer service company I have ever dealt with. Anyone even questioning using them should read all of the 1 star reviews. Same complaints over and over. They clearly don't care about their reputation or customer service, just their cool showroom. I have been forced to use them because my customers spec their product and every single transaction over the course of 3 years has been painful, frustrating and always disappointing. They are only consistent in their terrible service, predictable in their lack to get any order correct and reliable in their ability to really piss you off and are awesome liars. Their team doesn't care about you and makes you jump through hoops to prove that they were wrong. "Send pictures, send videos, go to Home Depot and buy what you say we sent wrong". Go to Home Depot? Are you kidding me? This is how my sales rep handled my problem. Lisa Johnson, you need a refresher course on customer service. I will never use this company again, I will tell my customers that I will use anyone but Rustica Hardware. I don't care how beautiful their website is or how cool their products look, don't do it, you will be so painfully sorry if you buy from this company. read more

Love the stuff that they make here, quite a story and love to see the locals get some game and make a name for themselves. Wished I could afford to have this stuff through out my whole house. Fits my liking to a tee. Things are quite pricy so it keeps me in check. read more

I purchased an entry door from Rustica on July 31, 2019 and was promised a delivery date of 9/6. I called to confirm the delivery a week prior to promise date and was told the door would not be ready until 10/15. I asked to speak with the inside sales manager and was told that it was a mistake, that the extended date was only for metal entry doors, not pre-hung wooden doors. He told me the door would be produced 9/15. I called the week of 9/15 and was told the new delivery date was 10/15. When I spoke to the manager again he told me that they had taken too many orders and encouraged me to cancel the order! It's now 10/8 and I am being told there is no firm delivery date, but at least mid November. I am shut down on finishing my house. T-In a subsequent conversation the manager told me that I didn't understand the manufacturing process.. This company completely misrepresents itself on-line and they continue to barrage me with email advertisements despite the fact they cannot produce what they have already sold. I bought the door in good faith and I am paying the price. They are completely unresponsive. I challenge anybody at Rustica to dispute anything that I have written. read more

We ordered an exterior door, 60 days later, paint is peeling and RUTICA tells us door cannot handle sun. What!! An exterior door is suppose to hold up to the elements longer than 2 months. Do waste your time and money. read more

I wish I could give 0 stars! Their doors are nice but their service is absolutely HIDEOUS. I've spent over $15,000 with this company and they treat you horribly and could care less about keeping your business. Upon hanging the door, the metal track had a huge bend to it. Thank goodness for my handy husband! Thank you for the response Kyle, but Andie has already informed me NUMEROUS times through calls and emails that he's spoken to his supervisor and Rustica would indeed do nothing to make the bad situation right. read more

Horrible customer service, many issues with my orders, no willingness to make things right. Don't order from these guys.

I wish I could give them no stars. I ordered over $10K of doors and hardware. 12 doors to cover 6 different openings in my home for closets and doorways. 1) The orders were significantly delayed so my contractor had to move onto another job and didn't get back to my project for over a month. 2) Once we opened the boxes, doors were cracked and they wouldn't replace them nor provide any compensation as it was a 30 day warranty. The doors sat in my climate control loft. I can respect it the warranty but I had a HUGE order that was significantly delayed on their end. My contractor had to spend a week glueing and fixing the doors. 3) no packing slips and it all came in different boxes so it was a nightmare figuring out what went where... instructions were minimal so we didn't realize things like we had to splice some tracks. Took hours to figure it all out. 4) They didn't sent the correct tracks so I again had to wait for replacement tracks... supposedly these orders needed special approval so not sure how they could make so many mistakes. They are usually super nice and helpful on the phone except when I asked for some money to be refunded for the broken doors. They were not nice at all then. I wish I had my contractor make the doors and even told my neighbor who wanted to order from them to do that. The doors look great but It isn't worth it for the delays, mistakes, lack of information and aggravation. read more

I purchased hardware from them for my barn door. Everything on my end went alright, I made my door and it turned out great. I only needed the company for the hardware. But I found them to be very arrogant and hard to work with. As I read each comment, I wonder how many times the P.R. woman can give the same canned speech and why they don't change the way they do business. I mentioned they should have a picture gallery from all the people who want to send pictures in. They won't use mine, I guess it will make there products look bad. I would never work with them again. read more

I ordered a barn door and hardware on 8/10. I was originally told on their website that it would take 7-10 days. I called at the end of August and was told mid September since they had to custom make the door. I then called back on 8/13 and was told the earliest they could get the door sent out was 10/22 and that this would be pushing it. The lady on the phone stated that she would take my issue to management but in most cases they refuse to escalate. Seriously? In this day and age of internet and social media companies like this will eventually fail. Poor customer service (the lady on the phone actually said "yeah i have been trying to get them to put something on the website about the delays" WOW. WARNING DO NOT ORDER FROM THIS COMPANY UNLESS YOU HAVE A REALLY LONG TIME BEFORE YOU NEED THE PRODUCTS! HORRIBLE CUSTOMER SERVICE!!!!!! read more

This company is a total joke. We dropped $1300 bucks on a door from this place. They delayed delivery almost a month (to our home in California) and this was the last item remaining on our bathroom remodel, requiring us to have our contractor come out again to do the work. Once it arrived, wooden parts were splintered and broken inside, and our trusted contractor (who did much more complex work completely competently and without delay on our bathroom) said that the for assembly was a nightmare, the parts were crap, and some were missing. He also stated that the instructions were not good and confusing...bottom line: he has to come out again for assembly on a door that shouldn't take longer than a few hours, not an entire day. Stay away from this scam business. read more

Stout hardware, nice look, however pricey with poor instructions. Fortunately I am fairly handy, (once added a bedroom onto our house; I can change a light bulb, too). Instructions give no indication of horizontal placement over the doorway and instructions appear to show mounting slightly to the left on a right-to-open sliding system. Thus mounted the header board twice. Looks beautiful once hung correctly. Paid extra for a finish that flaked off in some areas and appeared to be poorly bonded or cured. Fortunately the base coloration is acceptable and will probably go un-noticed by everyone but me. Had a small issue with one part that was handled perfectly by customer service. I would not recommend this company's products for most DIY people unless the instructions are greatly improved. read more

Do not buy from this company. Every single aspect of buying, obtaining and installing their product has been awful. It took them 6 months to deliver the door. When we went to install the door the middle was warped. The shipped the wrong hardware and told me that they couldn't ship me new CORRECT hardware until they received the incorrect hardware from me. I rush UPS ed it and was promised they would expedite processing and shipping. Well, a week went bye and I had't heard from them, so I called. After a long hold they told me it looked like the warehouse received it. Basically if I hadn't called who knows how long I would have waited. The new hardware they sent was missing pieces. I called to complain and was told that this was a common scenario and they were sorry. Buyer beware. This company, their products and service are awful. read more

WORST customer service. Our company deals with hundreds of vendors and this is the one and only company we have a difficult time with. Orders are always missing parts, shipped with the wrong parts, or parts are broken or defected when they arrive. Dealing with customer service to correct problems is like pulling teeth. We have been dealing with them for years and today made a vow to never purchase their products again. It's a shame Rustica bought out Artisan. All of the Artisan employees were so great to work with and had the best service. I can't say the same for the Rustica employees. read more

My experience is good. I was freaked out by the negative reviews but I did not cancel the order. My hardware showed up on the day promised, it is high quality, the instructions are clear. There was an issue with one of the tracks (pre-drilled, I ordered it without holes) but they promptly returned my email and another one is on the way at no extra expense so it will be here in plenty of time. read more

STOP NOW! Do yourself a big favor and find yourself another barn door company to do business with. This has been the worst customer service experience ever. I am quite sure that the customer service department is trained to not be helpful. I ordered barn doors in April. I received an email saying that the order had been shipped in its entirety. When I received the boxes and opened them the side rails to put the doors together were missing. It took several calls before someone would reorder the rails which took another two weeks to receive. Once we got them and tried to put the product together the board were warped. Needless to say I have been fighting with them for three months to rectify the situation and they just make me jump through more hoops and are unwilling to help. They keep coming up with more excuses to push things out further. The bottom line is that the product got warped from sitting on the garage floor in the packaging for three weeks while we waited for the part of the product that was not shipped to arrive. This was the exact explanation of how the doors get warped from the customer service person. It was the companies error that caused the doors to sit and wait for the box they never shipped but they have only put us through hell for three months trying to resolve it. We tried everything they suggested and finally had to give up and file a dispute through the credit card company because we need doors up in time for the new tenants of the home causing us to have to buy new doors elsewhere and much more money work and effort to fix things. I tried to work with the company but they do not work with you. The wood was poorly cut and designed so that when you put the side rails on the slats some of the screw holes fall right where two boards go together making the boards splinter. As mentioned in another persons review the coating on the metal pieces flakes and scratches so easy that by the time you put them together, no matter how careful you are you have a scratched end product. They cause their own product to be defective and won't do anything to fix it. They just keep dragging things out putting it back on you until you have no choice but give up. It's too expensive to return doors that have been assembled and they have not given me the option of returning them anyways. The following is in response to Dierdre's reply to my initial post. It took way longer than 3-5 business days to get the doors and as specified by your customer service person having the door product sitting on the garage floor for days will cause warping. The doors were so warped when we got them put together that it was impossible to install the door guides. I couldn't even tell where to install them because at one end of the door the door was rubbing against the baseboard and at the other end it was three inches away. I could not risk ruining a tile floor to appease your company. If I had screwed the door guides in as you wanted just to prove to you that the doors were warped I would have had to ruin the floor with more holes later. I was informed that I could get replacement slats if I provided pictures of the door guides installed first which I was not willing to do because it would ruin the floor. I supplied plenty of pictures showing the warping. They were already warped when they were hung before I even had an opportunity to install the door guides so the doors hanging with door guides in place would not solve the problem the same as the doors hanging without them was not the cause of the warping. The cause of the warping was the company's inability to ship me the entire order at the same time which nobody at your company was aware of. None of the UPS documents showed that the correct number of boxes required were shipped so you didn't ship replacement rails, you shipped the original rails you never shipped in the first place. This is my response to Dierdre's response to my initial review. read more

Pretty much the worst customer service I've dealt with.... ever? I spent about $3,500 with this company on a double barn door. We also tried to order a front door and they could never answer my question about whether a keyless entry lock could be incorporated -- you would think I was asking about whether they could figure out how to get humanity to Mars. And the customer service rep who was (sort-of) helping me with the door request got back to me SIX WEEKS LATER saying she was still investigating my request. I told her I'd gone with a different company. As for the barn doors, they came defective. The doors don't close all the way (nothing to do with installation, this is a manufacturing defect) -- and they said if we do want to replace the doors we'd have to ship them back. (They weigh hundreds of pounds -- how would I do that?) The wheel is defective as well. My amazing contractors have been helping us navigate, and we've all decided this company is an absolute disaster. They only communicate through text and are, honestly, big AHoles in their communication style. Overall, they get a D. read more

This is such a wonderful company. The customer service was very helpful. I love my mantel above my fireplace. everything is USA made, which I love. I love the "hometown"-rustic feel and the quality pieces that I get from this place! read more

I wish I had read the reviews before ordering hardware and barn doors from them. While customer service was pleasant they shipped the wrong product to me and will do nothing to remedy it. I ordered my hardware in Dark Bronze but received everything in Black. The wood for the doors warped and the wood has to be completely tossed out and we have to find a new solution for the doors completely because the company is not willing to remedy any of the wood issues. It took our contractor hours of work with a completely shoddy final solution so we are back to the drawing board. I really wanted to support an American company but this one doesn't seem up to the task. read more

Rustica Hardware has some of the most inventive and inspired designs. Just walking in their showroom took my breath away. If you're looking for unique, beautiful, functional art in your home, shop their doors and hardware. Just awesome. read more

Given the many negative reviews of this company, I was quite hesitant to make a purchase. But my transaction went off without a hitch. I only ordered barn door hardware and door handles (two separate orders) but all of my parts arrived during the expected timeframe and in proper working order. For my door handle order, I realized I had missed a holiday weekend sale and asked if they would honor the discounted price and they agreed to do so. While many others appear to have had a poor experience, mine was positive and I have no complaints about the experience or quality of the products. read more

I would like to update my review and retract the dishonest statement. The very next day after posting this review, RH contacted me to process the refund. I really appreciate the continued effort throughout the day to reach me via phone and email. The RH rep was friendly and apologized for the delay. read more

If I could give less than one star, I would. I ordered a butcher block for my kitchen and was told 5-7 weeks. At 7 weeks, I called for the status of my order and was told it will be 9-10 weeks because they had a ton of orders placed AFTER mine. I have an event and needed this piece in my home before 10 weeks. They were very kind and offered to accommodate me. Put in writing that they would have it to my doorstep by May 15th. On May 14th I called to get the tracking number and they said they got busy and haven't shipped it, it will be shipped out at the end of the month. I needed this piece delivered and installed by May 17th. I'm so disappointed in myself for not reading these reviews prior to spending over $1,000 with this company. I canceled my order and will never recommend this company to any of the clients I decorate for. I'm very upset. read more

I should have gone to Yelp to see the reviews before spending any money. There are 60 reviews and 2 stars! Like others the door arrived with missing parts that I had to go to the hardware store to get. Don't mind that you have spent some $$$$ on the door. Customer service, specifically Jason, was atrocious. They were not able to give any more help than look in the website and the instructions. The instructions were plain out wrong. I was able to get another customer service rep, Tami. She at least was honest enough to say she did not know but would ask and get an answer by Monday since it was the weekend. Ten days later I finally got and email, by then the door was up and the response was useless. Do not purchase a door from this company. read more

Update: My contractor was able to get them to send us replacement wood at cost, which I thought was a reasonable solution. I won't raise their rating above 3 stars, becuase I don't know why they wouldn't resolve the issue in the same way when I called, but it got resolved in a reasonable way. read more

I was so excited to hang a barn door, but the whole process through Rustica has been exhausting and frustrating. First, we bought it at Costco and they shipped us the wrong color door (we purchased this about a month before closing on our new build) we didn't find out it was the wrong color until we were moved in and decided to build the door. We called about them sending us the wrong color and they said we had to return to costco and then they would ship us the correct door. So we did as they said, but getting reordered was so confusing for every person we talked to there. After reordering in March we finally received in July! We had a vacation planned and house guests over the next couple months, so we didn't get to building the door until October (this would have all been done in March if they sent us the correct door in the first place). Building the door was way harder than they say or than what the directions say. Pieces of the wood were already cracked, there are blue and yellow stains on our white door, the bolts they sent broke in the door, there are gaps between the boards- just to name a few issues. I called about these issues and they told me it's past 60 days from when you purchased so there is nothing we can do!!! They didn't even ship it within 60 days of purchase!!!! Not to mention the track didn't line up with studs so we had to hang a header board (which did not come painted the same color as the door), but there were no directions on how to hang the header board!! Over all it looks great if you don't look closely, but stressful, expensive and very difficult to do!!! Not to mention their customer service doesn't provide customer service! Not worth the money or the time! Or the new tools we had to buy in order to put it together and hang! read more

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I spent over $1300 on a door and hardware from Rustica hardware. The kit arrived 4 weeks late, when it did arrive the cheap wood slats were not dry. We waited a couple of days to allow the slats to dry before we put it together. After we put it together and hung the door we noticed the door bowed because some of the slats were warped. I called Rustica hardware and they advised me to remove the door, unscrew a couple screws then lay it flat and place heavy items on it for a few days. After a week of placing heavy items on the door we hung it back up to discover the door was still warped. I call back to advise the company the door was still warped. They didn't have any suggestions except they would contact the supervising board and get back to me. A week later and no word from Rustica Hardware I called again and asked to speak to a supervisor. I was told the supervisor was on her way to meeting so could not hear my concerns. 2 months later I'm still working to correct the issue. I'm so disappointed, I wish I had bought tongue and grove slats, hardware from home depot and did the project myself. It would have taken less time. read more

I was quite pleased with service and product. More online details about rail hole spacing could improve things but overall I am very satisfied. I hope I can attach a picture because the door looks pretty sweet! read more

Rustica - We love our new barn door! - Home Decor Near Me - Springville, Utah

Super helpful team, with some really unique products. I can't help but browse all their amazing products online.

I should have read the reviews first! I ordered a counter-top with what Rustica calls butcher block "end grain" pattern. I had no idea they literally meant the ends of pieces of 2x4s glued together to make a counter-top! The photo on the website does not have description of how it's made and I assumed end-grain meant the grain of the would be showing on the ends. Additionally, the workmanship was poor - burns, scratches, and glue visible at the seams. I've uploaded photos so you can see what I mean. I emailed the company and sent pictures. At first, they were helpful and said they would send me a UPS label to return it. But, after a couple of weeks of repeated calls and emails, I got nothing. Fortunately, I had paid through PayPal and after filing a complaint, they said I could get a refund. But, I had to return the counter-top at my own expense, $174! The price of the counter-top was $466. I requested reimbursement of shipping, but I'm not holding my breath. From now on, I'm a dedicated Yelp user! I sent Rustica a picture of the counter-top I ordered from a company that actually knows what they're doing (photo upload too) in hopes that they might improve they're products. read more

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Customer care was a real disappointment. Curt, unprofessional, and really not conducive to ever having a repeat customer. They have a rigid 30 days policy. So I'm in a middle of a major kitchen redo, I finish the project in 45 days, but the last step, the stupid barn door, is too small and they won't accept a return over 30 days. What a horrible business practice! read more

This company should be shut down. I spent $2000 for two barn doors and they sent them to me unassembled and a large number of the pieces were damaged during shipping. We contacted Rustica to inform them about the damaged product and they refused to send us new doors or return our money. We are now filing a claim with our credit card and because Rustica has not properly responded we are hopeful that our money will be refunded through our credit card company. read more

Very poor customer service. They do not actively listen, and could care less about getting the details right. Expect to be on your own if technical issues arise... they will just keep repeating nonsense that is not logical, while LITERALLY telling you how great and knowledgeable they are (to the point it's hard to get past their self-aggrandizing and shift focus to the real reason why we are both on the phone). Entitled describes their approach perfectly. They truly do not understand their product, and have zero respect for the customer. read more