My experience has been similar to the other reviewer. I submitted my order and promptly got confirmation of my order, but no confirmation that the order had been shipped. When more than a week went by without any indication of the product being shipped or when the product would be delivered, I emailed to find out when shipment was expected. I got no response. Then I emailed again a few days later and also requested the installation instructions so that I could make sure I had all materials needed when the hardware arrived. Again, no response. I finally got the hardware after about a month, and the wrong wheels had been shipped (I had paid extra for nylon wheels) and the bottom door bracket was bent. I tried calling, since email had not worked in the past, and was told that a shipping label would be emailed to me to return the items that needed replacing. Never got that. I called twice more before getting assurance that the correct rollers would be shipped to me. They finally were shipped, along with a replacement bracket. But no shipping label for returning the wheels that were shipped in error. Three phone calls have been made and an email sent since then - and I still haven't gotten a shipping label for sending the rollers back. Guess I have another set of rollers if I can dream up a use for them. That said, the installed hardware works fine and looks great. However I don't know how that they can stay in business with their total lack of customer support. I guess they can do it because they don't rely on repeat orders. read more

I placed an order through Rustica Hardware for Barn Door Hardware. Since I was unsure of what hardware to order, my contractor told me to call and place the order with one of their sales associates. I did this. Once installing the doors, the contractor realized I was over-sold hardware and that I should return it. I contacted Rustica and was told that I can only return within 30 days and I was ONE DAY past that. I spoke with a manager named Shannon who was very argumentative and not all that professional. Bottom line: Oversell you parts and have very poor customer service to boot! Buy your hardware elsewhere, people! read more

Beware of purchasing from this company. The product is very poor quality. The door kit was shipped. I stained it and put it together. It was warped more than an 1 3/4 on one side. Additionally the thickness of the door is very thin. Most barn wood doors should be at least 1 3/4 thick. They work well with the tracks that you purchase. Please note, I purchased my track from an iron works company in the USA. It is made remarkably well. The thin door did not properly hang as well. I ordered two doors. I did not assemble nor stain one of the doors. I asked Rustica Hardware to return the two doors. They will only accept the one not opened and are going to charge me a 25% restocking fee ($77 folks--for a crappy product). They are not going to accept the stained door even though it was warped! They said they would send me a new one to replace it. In my opinion, this is a terrible product. Not worth the purchase. The quality is very poor and the wood is very thin, You are better off buying a slab of alder at almost 2" and staining it yourself. Very disappointing how the Manager's handle these types of situations. The customer service reps are very nice, but the management makes poor decisions and does not stand behind their product. Stay away from this company. And, if you are interested in an awesome and affordable track made of steel, check out innovative metal craft in Pennyslvania. read more

Ordered a custom butcher block counter top. Before this order was placed, I called to ask how accurate the 2-3 week quoted lead-time was, as I had a firm deadline to be done with the project. I was told by customer service that the top would be done closer to 2 weeks then 3. It was ordered immediately and is still not done. The only answer I get when I call to check on it is "it is still in production." I can't get a return call as to when this will actually ship and am now 4 days away from a kitchen installation with no counter top. read more

I'm not sure what to say about the barn door issues people are complaining about, BUT I will say we just received our custom cherry edge grain butcher block top, and it's beautiful. This is a 38"x40" beast, and I love it. Man, there are some whiny, entitled people out there; we want a custom, beautiful, hand-crafted piece, but we don't want to plan ahead or wait for it? Well, I rolled the dice, planned for a June delivery, the block arrived in two weeks, in perfect, absolutely to spec, condition. My contractor walked in and said 'wow, that's absolutely gorgeous.' I'd totally order another product from chopbloccuttingboards.com, I even called them three days after placing the order to change the specs, no problem. read more

Great place to by distinguishing items for your home, whether that be a barn door or their counter tops. I would recommend it to anyone looking to improve a room or two in their home. read more

I was recently up in Flagstaff with my Dad who is an amazing builder and ordered a lot of materials from rustica. The owner of the business came out and helped him get exactly what he needed. I was so impressed with the quality and customer service that I am taking the time to write a review ( I normally never write reviews!). But I love this company. It is all American Made and QUALITY. The doors my dad had installed look unbelievable!! I would recommend anyone to this company! read more

Good customer service, they took care of me and expedited my concern. Happy with the end result hardware. read more

Rustica - Barn door hardware - Home Decor Near Me - Springville, Utah

Their return and restocking fee policy is a complete rip off. They sent me hardware and I ended up changing my mind. I can understand paying shipping back to them, but 25% restocking fee for overpriced hardware is a sham. I didn't even open the packaging that I sent back to them. They claimed that since merchandise gets damaged in shipping they cant use it and end up throwing away the hardware. Wait.... what? Really, that is what they told me. So, the packaging they send the hardware is good enough for customers, but not good enough to send back? I checked similar hardware merchants and they do not charge a restocking fee and are lower priced. I suggested they inspect the merchandise when they receive to verify it is undamaged, but they didn't budge. Not a good experience and will not do business with them again. I feel like they just stole my money. read more

Rusty Customer Service! I can honestly say my experience with Rustica has been less than positive. My order was simple. One DYI kit door. At first they send the wrong order, and it was recalled. Then, when my order came, it lacked a tiny part I needed, yet it took multiple emails and calls to get a reply. Finally, they sent the tiny part I needed to install the door. Then, I discovered the guide rail was 1 foot too short. Again, the responsiveness to this issue took multiple emails, left voice mails, and several days to even get a reply. Finally, they agree to send a longer guide rail after I went to the trouble and expense of returning the 1st one and then paying even more for the replacement. Finally, I assembled the door, and the rails were warped nearly 3" at the bottom of the door making it impossible to hang the door in away that it was flat and rolled evenly. I contacted them 3 separate times and provided several clear photos over a period of 2 weeks. I have yet to get a reply or acknowledgment of the photos even after specifically asking if they had received my request and photos. I'm going to have to deconstruct the door to salvage the rolling hardware, discard the wood and toss the rails since Rustica has been absolutely unwilling to even acknowledge this obvious defect, to offer a return or credit towards a different type of door. I will never order from this company again. In total, what should have taken a about a week to order and recieve a door, assemble and install it has taken over 5 months of a defective door leaning in my hallway. Now, I'm going to start over. If the CS I've experienced from them over 1 single order is any indication, I don't know how they stay in business. Beware of DIY rail kits and I hope you don't have a problem with your order. Very frustrating experience and loss of time and money over-all. read more

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The doors we ordered were shipped on time and arrived with all parts and pieces. We waited approximately 1 month to install the doors due to construction. Installation was a little bit of a headache but simple enough to accomplish. The doors were up all of about 2-3 weeks before they visibly showed signs of warping. Contacted customer support and their reply is below: "I would try applying weights to doors and cross graining the slats. Some customers exchange slats at different spots and it resolves the warping on the door. You are far outside of our warranty for these things, and it is simply something we do not cover as a company outside of our 30 day terms mentioned on the website. The best we may be able to offer is a discount on new doors." Save yourself time, effort, and get yourself a door that if it warps within 2 weeks of install, the company will back it up and make it right instead of telling customer to apply weights to the doors to correct the warping. read more

We just built a new home. I needed hardware for 4 barn doors that we had made locally. The website is overwhelming so I called the company ---they were a tremendous help! I actually called 4 times before I made up my mind. I over ordered on the hardware because I was not sure of the weight of my new doors. It took a while to get them installed but once I did I found out I had two hangers I did not need to use. It was past the 30 days in the return policy but they let me send them back anyway( with the normal restocking fee). Great company to work with and a human answers the phone--that's a plus in my book. I would definitely use them again. Great customer service. read more

Absolutely terrible business to deal with. I ordered $2,500 worth of hardware from them on 10/19/18. When it arrived on 11/7/18, one of the wall mount barn door rails was bent, because they don't package it properly for shipping. Also, the ceiling mount system we ordered (which was very expensive), was the incorrect length, and the brushed steel finish was gouged in multiple places due to their manufacturing process. I contacted them immediately on 11/7 about this damage and poor quality. I didn't hear back, so I checked again on 11/9. I didn't hear back, so checked again on 11/12. They finally told me they would have to make replacement pieces and ship them out. Of course, they wouldn't expedite this, it was going to take their standard 5-7 day manufacturing lead time, even though they caused the problems. I just checked in with them again on 11/20 after seeing and hearing nothing from them. They can't find a replacement order in their system, and they can't tell me if anything has been shipped out. This is holding up the finish work on my new house. I'm absolutely disgusted with this company, and can not recommend them to anyone!!! Over Priced, Poor Quality, Poor Service. You won't get anything else from them!!!! read more

Ordered a small butcher block counter top from their ChopBlocCuttingboards website. Their advertised wait time of 5-7 weeks turned into 8 weeks, and the finished product was nothing special, but it was their customer service that people should be warned about. My original order was for "oiled" which is a no-cost option. When I called about 5 weeks after my order was placed, I was hoping I could get the the order changed to "not-oiled" because I found a hard wax finish I wanted to use instead. I figured that oiling would be the last step in their process, and since I wasn't paying any extra for it, it would be easy enough to skip that step on my order. Not so. I was told my order was "in production" and no changes could be made unless I wanted to cancel the order and start over again with another 5-7 week wait. I asked to speak to a supervisor but that person was "at a meeting" - and never returned my call. Infuriating! The final product showed more color variation in the cherry than I was expecting including a big streak of white sapwood right in the middle. If you want a butcher block counter top, my advice is to look elsewhere. read more

I ordered a huge piece of butcher block, great quality, shipped timely and arrived in a well made protective pallet. I got exactly what ordered...great doing business with you. read more

Rustica - Amazing! On time! Perfect fit! - Home Decor Near Me - Springville, Utah

I am a home builder and have bought all of my barn door hardware for the last few years. Their stuff is so much better than all the other hardware I have tried. They have always been very helpful and even rush things for me when in a pinch read more

As an interior designer, I really wanted to love Rustica. Now I'll never purchase from them or recommend them to anyone. My company purchased a bypass track system for a client, and when it was time to install, our contractor informed me he was missing a standard bracket. I called customer service, they send us another free of charge. Great. The bracket arrives and he decides that standard is not going to work due to the weight of her doors (luckily not purchased through Rustica), and heavy duty brackets would be needed. I call customer service again, and when I finally get a hold of someone I explain my situation again. They send me one heavy duty bracket. I call again and say I need two more and pay $50. I receive two STANDARD brackets. I call and call, send emails, and finally get a hold of customer service again. I explain the situation and she tells me the supervisor will have to go back and listen to our phone call to determine whose at fault. She says she'll email me and never does. Almost a week later, I call back and speak to a guy who again tells me the call needs to be reviewed still. He says he'll get back to me, never does. I call the next day and lo and behold, the supervisor who needs to do the call review isn't in til later so I have to wait again. I tell her this is urgent and I'd really appreciate a resolution that day. At this point I'm out nearly a month's time just trying to get a hold of their customer service team and get the pieces I need. I receive an email from NaTeisha (I've seen her name in several reviews on here and now know why) who informs me they've listened to the call and I stated standard brackets -- "what you received is what you ordered." I refuse to accept this and run through the entire scenario AGAIN. I know I was explicitly clear in what I needed. There were so many calls made to them in the past month and a half, I wouldn't be shocked if they weren't even listening to the calls on the date I provided to them. We go back and forth and not ever is there an offer of "we're sorry for the miscommunication, but we'd like to get you what you need," it's just an argument. Then she tells me I won't receive anything for free (when did I ask to receive these for free?). I will begrudgingly call their customer service/sales team AGAIN to order more brackets, and I can guarantee that'll be the last time I purchase anything from them for any project. Customer service is absolutely abysmal. read more

Rustica is a great company with some beautiful products. The employees are wonderful and kind. The customer service is awesome. I have spent many years in retail and know how customer service is. The quality of their products is very high. Sturdy and well put together. Highly recommend Rustica to others. read more

Excellent Quality and Service! I had a great experience choosing my barn doors and hardware at Rustica! Great selection of styles to choose from and the staff was very helpful! They also had many unique gift ideas and home decor that you can't find anywhere else! read more

The one star is for the terrible customer service on their part and their fright delivery company. The door itself looks great and is good quality. I don't usually post negative reviews but the customer service experience i had was so bad on 3 separate occasions i have to say something. Summary: Doors look great but if you have issues do not expect them to be helpful. Also THEY DO NOT CUT THE RECESSED HANDLE SLOTS IN THE DOOR EVEN ON CUSTOM ORDERS. Read below if you want for more detail. Incident 1: Lets start with order status. I ordered a custom made to order barn door with recessed handles. The approximate ship date was 3-4 weeks. So i waited a week after their estimated ship date and asked for an order status just to see where it was at on May 28th. They said they were busy but would get back to be as soon as they could. I hear nothing the rest of the day. I follow up on the 29th in the afternoon asking if they had a chance to look and i get no response until around 1:00 pm the following day (29th) that says they are sorry and busy and will look into it. At 1:30 pm the next day (30th) i ask again a little more annoyed for a status. They finally respond at 5:30 pm saying it was ready to ship and i would get info soon which i received the following day. I said thanks and left it at that. Incident 2 (shipping company): I get the shipment info and after about a week i finally get a call from the delivery company saying they will deliver Friday 6/7/19 between 8:00 am and 5:00 pm and i need to be there. So Friday rolls around and they are supposed to come but never do basically wasting my day waiting for them. They call back Monday and apologize and we reschedule for Tuesday 6/11/19. The door shows up and is packaged very well however, the deliver guy was by himself and expected me to help lift it and move it with him. I did because i was afraid he would damage it. We get it just into my front yard barely off the road and then he says i'm done good luck, my house is elevated 9ft above grade......... with stairs to climb. So i unpacked it and had a friend help me carry it up because packed it was 250lbs. Incident 3: After i got everything inside i checked that there was no damage and all parts were there which both were fine. But i noticed that my recessed handles (cut into the door as a slot) were not installed and there was no slot. I called their customer service number because surely it was a mistake that recessed handles which require significant cutting of the door were supposed to be installed on a very expensive custom made to order bran door. The rep tells me no they do not install them because they had too many doors returned with complainants that they are in the wrong location. I told him i understand that for normal 2 screw handles but a recessed handle requires cutting into the door. He basically said i should have expected this and only 1% of customers ever call to complain about this. I told him there was no indication on the website when the recessed handle option is chosen that you will be required to install them especially on a CUSTOM MADE TO ORDER door. He said he understood but that i was wrong of me to make that assumption and should have called before ordering. I told him that their website should be clear about that when selecting the recessed handle option. He came back to only 1% of people ever call and that i should have known better. At this point i just wanted to exchange the handles for easy to install 2 screw ones which i told him and reiterated that they should be clearer about the recessed handles as most people would not pick them if they know this. He said okay we can look at the exchange and then went into a lecture about how i was wrong and it's basically my fault for assuming they would cut them in on a CUSTOM door instead of working on the exchange. I didn't call to be belittled and talked down to like i am at fault for something that they did not make clear so i thanked him for his time and hung up without bothering to exchange the handles. read more

I need a metal lettering for my business and they were substantially cheaper than any of the same company. Love the product will use them again read more

This company is just horrible to work with. I am so mad at myself for not thinking to read the Google and Yelp reviews because there are so many 1 star reviews that 100% line up with everything I've had to deal with during the whole process. Mark this as my first review I've ever left, and I am doing this because I am furious with the way they've treated me and the quality of the material for the expensive price. Their product is not the level of quality for the amount they charge. My entire track arrived bent in multiple places. They gave me a hard time about it, saying we will "do you a favor" and replace for free. This is not a favor to get your customer the material in one piece that they paid for. It was packaged terribly with zero padding and flimsy cardboard around the track. The follow-up was slow, the service when I called back to check on it was horrible. They were all rude and acted aggressive and short. The representative acted as if she was doing me a service to replace the product that arrived damaged. The material itself looks cheap. I wish I would have ordered from either Artisan Hardware or 1925 Workbench. I asked to use 15% coupon on this order to account for issues and they wouldn't budge. Which made me even more unhappy. Then I decided this company is not worth the hassle, so I want to return. I asked about returning the product and they said they would charge ME a 20-25% restocking fee for product that they shipped out to me that arrived in disrepair. I am furious. I've never been so unhappy with a company for the way in which they handled their mistake. I will never use their hardware for any of my future reno projects. I include this so others know that when you spend $$$ with this company be prepared to not receive that level of service and awaiting possibly damaged material that you have to deal with. read more

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Extremely dissatisfied with the service and quality. Ordered from Rustica soulful good took over 5 months to receive product. When it finally arrived the quality is very disappointing. Never order from them again. And I tell others the same. read more

I did a two door bi-parting door installation, with each door weighing almost 400 lbs. I'm very happy with the results. All the hardware works as expected, the quality seems outstanding, customer support was great, and the product looks very solid and substantial on the wall. The project was fairly complex, and changed a few times during construction and installation. Rustica customer support was great in providing extra support, and was able to provide replacement spacers, extra hangers, longer screws, etc, with the parts all done in various custom colors. They charged me a reasonable fee for my changes, and they shipped the parts quickly. Customer service was always available, responsive, and helpful. I'm 100% satisfied with their product. My doors are very heavy, and the track, spacers, and hangers are all well suited for the task. Even with the heavy 4" thick doors the rollers are smooth and work well. Nothing sags, squeaks, bends, or shows any other sign of strain. The system looks great on the wall, with distinctly obvious quality. You can see where the money went. read more

Terrible company. I ordered doors in September and was told it would take 4 weeks. It's now December and no doors. Every time I call them I get lied to. read more

Wow I don't know where to start, it's been a complete disaster!!!! What should have taken just days to instiall has taken two weeks because of the problems. 1. Custom paint job is terrible.. knotty wood with holes, splitting, warping, cracks. had to be repainted!!! 2 Ceiling tracks were the wrong size and had to be cut 3. Missing entire set of screws for brackets and some of the screws that were recieved won't screw in properly 4. Wrong size doors that had to be cut 3/4" on top to fit 5. Rustica sent the wrong hardware so had to wait until new shipment came in 6. Tongue and groove doors not fitting properly together read more

The door is so incredible! We get praise for it all the time, and it's definitely one of the best conversation starters. It was a little bit tricky to install but not as bad as I thought, shipped out fairly quickly considering the door was custom made. Overall you can't beat the selection, price, and incredible artistic work! read more

I wish I could give them NO stars. This guy "Daniel" is a charlatan, liar, and a real prick! He kept lying to me about how long it would take to make the doors. Then made me believe it had been shipped by giving a bogus tracking number. When I called him- he just hung up on me!!! Who does this? Now I'm battling my credit card for the 1100.00 this man STOLE from me.... Stay away from this guy!!!!! read more

BEWARE! What a terrible business! Craftsmanship of a four year old and terrible customer service. The huge $3500 barn door we got was atrocious. Gigantic knots everywhere in the wood (including one 3-inch knot dead center in the door), corners that are not square, trim pieces too short to fill the gap, etc, etc. Just terrible, terrible craftsmanship. Who is picking the wood for these guys? This is some of the worst looking wood I have ever seen - you can't even find wood with this many knots at your local Home Depot or Lowes. They must have some ultra low-end supplier finding this for them. The box that the door came in had better looking wood with fewer knots! We actually hired a local carpenter to try to fix the door as best as he could. That added $400 to the cost of our door - you might want to go ahead and add that to the budget for your door if you decide you need more hassles in your life and order from Rustica. I contacted customer service and sent them like 20 pictures of the many problems. Kristin Hartley and Kelsie Strong did a tag-team response that ended in them not responding when I asked for them to be sorry in dollars rather than in platitudes and "escalations." They had no intention of trying to make anything right - I asked them to pay for the actual skilled labor required to make our door less unsightly. Nope, they are only sorry in platitudes, not dollars. Like everyone else I wish that I had seen these reviews before we ordered from this horrible, awful, terrible company. From start to finish, nothing even remotely positive about our interaction with this company. I hate having this monstrosity hanging in our house - it is a constant irritant to see it hanging there. read more

Just popped in to this awesome store and can't wait to get my doors ordered. My sales rep, Kristi, couldn't have been more helpful and intuitive to my style & needs. I would highly recommend this place to anyone looking for doors, or wooden/rustic furniture. read more

Rustica - Home Decor Near Me - Springville, Utah

1) Ordered door and was told 5 weeks for delivery 2) Door arrives, 6 pieces damaged.I call them up and I am told to send pictures which I do. I hear nothing in a couple days so I call back. They tell me they are shipping replacement pieces. After numerous emails and calls they then tell me that they will only replace the cracked pieces and not the pieces badly marked in shipping.I tell them I will send back for complete refund and they agree to replace all. 3) I am told two days to ship pieces, a week later I call looking for my parts and I am told 2-3 weeks ???? In all it took nearly ten weeks before I could attempt to install door. 4) Door comes in separate packages at different times, my door came first , then the rail a week later. 5) The assembly instructions SUCK SUCK SUCK, you are given a bag with seems like hundreds of screws but as expected the long lag screws to hold the door together where no where to be seen - off to home depot 6) Instructions say use a sawhorse to assemble, this will not work, boards were badly warped. Luckily the damaged pieces were somewhat better. 7) I followed the mounting instructions to the letter - but they are wrong so now I have additional holes in my wall I need to repair. 8) Holes in the rail are 23 inches apart - Here in Texas the wall studs are 12 inches on centre so I had to drill additional holes. 9) I ordered and paid for flush mounted pull systems but door came stock, I would need a router to install ??? Fortunately the end product does what is intended and does not look to bad, if you purchase a door get it shipped complete and you may have better success. read more

I have ordered a few doors from this company and have had numerous clients order from them. The door quality is nice, but getting the correct door, correct finish and customer service is sub-par at best. Been waiting since February for the correct product. I ask for a status update and get "I will look in to it" but never hear back. I can not recommend them any longer. read more

Rustica doors are nice to look at but the service is terrible, instructions for assembly are worse. Wish it was possible to leave a negative rating as 1 star is generous. If you wish to pay extra for this type of service and support then rustica is for you. I should have read the reviews. read more

This people are a joke! They tell you things and then never fulfill what they say. Stay away! I will never do business with them again!

Avoid this company at all cost. They are a complete sham. My clients and I ordered 4 doors that needed to be in place for an event a couple of months out. Upon ordering we were asked for the size of the openings for each pair, respectively. That was all the information they asked and the order was placed according to the size of the openings. Once the unassembled doors came, many pieces were broken. A couple of them had clearly been broken and actually glued back together, then sent along. Unbelievable. Different parts for different doors came in the same package so all of the pieces for 4 doors had to be taken outside and laid out in a grid, to figure out which piece went with which door. Once everything was paired and ready to assemble, we found the hardware requires consideration for the doors to drop, once hung. Sitting on the floor, the doors covered the opening, but once hung? There is a drop. So, in order to keep the doors from dragging the ground, we would have to open the freshly installed drywall and build up the header or frame out around the outside of the openings, much like an old fashioned barn door. The modern edge these doors are meant to provide is now gone. Eventually a Rustica supervisor offered to reimburse us for the hiring of a master carpenter to complete the job so one was hired. He spent well into the night configuring and reconfiguring. (we were promised a new set of instructions within 2 days' time, which never came. ) The solution, since there wasn't time to open, build out a new, raised header and new drywall, at our cost, mind you... was to frame out the entire opening, like a regular barn door and hang the doors from what amounts to an exterior, raised header. BUT... Rustica was going to send us new planks to replace the broken ones. Their suggestion was that we put them together for the event and then unassembled once the new boards arrived and reassemble. (Shaking your head, yet? yeah...) The event was now 2 days away and over 400 people would attend, with these massive doors leaning up against gaping holes, protecting the expensive equipment and product behind them. To add to our building frustration, we were passed around to 4 different people, having to repeat the entire process with each person. Everyone acting sweet but not really doing anything. I have an email from the Vice-President, where he apologizes and acknowledges he is ready to make monetary compensation. Yet, when that conference call happened with my client, to determine the amount of compensation, he backtracked. Said he had pulled tape from our initial sales call and that since we had given the dimensions of the opening, we had determined the size the doors and he was reneging his offer. Our measurements were correct and an independent contractor provided Rustica with that information. When the client inquired about returning the doors she was told they would not take them back. Because I brought this sham of a business to the table, I have to take a certain responsibility to the client and I had to provide monetary compensation to them, out of my pocket. When I asked for the owner's contact information I was told that info would not be given out. Never, in all of my years in business, have I heard that one. Eventually, the Vice-President sent me a text with only her email address, which was an "undeliverable" email addy. As a designer, I am not 1 customer, I represent many customers to a company. Not only will I never bring a client to them again, I will be sure they hear of them and know to run as far away as possible. Next stop... Better Business Bureau. read more

DO NOT ORDER BARD DOORS FROM RUSTICA HARDWARE!!!! We ordered 4 doors 4 months ago and we are still trying to get the order right. When the doors arrived several pieces were broken. Called the company and was told someone would call back. No call back. Called again was told they would ship the replacement pieces. Called to see where the replacement pieces were and was told they had shipped. Shipment arrived and the only thing they sent were screws. Called again, was told I would receive an email the the boards were shipped. No email but finally the boards arrived. Called our contractor and we were ready to finally install the doors and.....THEY SHIPPED THE WRONG PIECES. This company has the WORST customer service and quality control. This is my first Yelp review. When I finish here, I'm calling the Better Business Bureau! read more

My wife and I wanted a sliding barn door in our new house but not a typical looking barn door, nor did we want the basic black hardware that most companies offer. I was thrilled to find Rustica in my search because of the many finish options and styles of hardware they offered. We ordered the top mount ultra modern unit for a less rustic look and added the soft close option, a simple 8" pull for the front side and a finger pull that bolted through to the front pull for the back side. I did not order the door from Rustica, only the hardware as we wanted the door to match all the other doors in the house. I'm not sure why others found the ordering process difficult. We were able to customize the order by selecting what options we wanted for all the various hardware parts. However, I must have moved the mouse or hit the wrong arrow key on one part because it wasn't what I wanted and I didn't catch it on the confirmation so I had to order a different part later. The only other issue was that I ordered a different finish on the back side pull than the front but what was delivered was all the same finish. In hindsight that probably was better than what I thought I wanted, so no harm there. The price was a little more than other hardware I looked at but still reasonable given the various options the others didn't have. I called customer service a couple of times before ordering with questions about some of the options and features, and they were helpful each time. The order took a bit longer to be delivered than I would have liked since I was trying to stay on a tight construction schedule but everything was there when it arrived. The only issue was the main track got bowed during shipment but bolting it onto the top casing straightened it out. However, I think it should have been packaged better to prevent that from happening. Even solid steel bends when it's 6' long and less than an inch thick if it isn't packaged properly. Installation was no simple task. I don't think a novice or even an average DIYer could install this hardware without professional help. The instructions were good but it took my builder's project manager, finish carpenter, and myself quite a bit of time and effort to get everything installed correctly, which included a number of trial and error hangings of the door. The most difficult parts to install were the clips that trigger the soft close mechanism. This required pulling the door away from the opening at the bottom in order to get enough room to fasten the clips onto the top of the door while making sure they were in the right location. That also made installing the floor guide a little tricky but we managed to figure it all out. We also had to route the back side of the door to recess the finger pull so it didn't rub against the extra trim we put around the door, but that was our choice because we didn't like the gap between the casing and the door without the extra trim. We also counter sunk the bolts into the door to fasten the front side pull and then fastened the finger pull into the recess with construction adhesive rather than bolting the two pulls together due to the same issue with the extra trim. I didn't keep track to the minute but I would estimate it took more than 10 man hours between the three of us to wrestle this thing into place correctly and to figure out how to resolve some of the unwanted results that only became apparent through the trial and error process. Since this was the first barn door I ever installed, I can't say if the installation difficulties were normal or not, however, the finish carpenter told me he hasn't found one yet that is easy to install although some are easier than others, and he cringes when a homeowner insists on a barn door. He rated this one as one of the more difficult ones he's worked on. All that said, the finished product is absolutely beautiful, everything looks and works the way it's supposed to, and we're very pleased with the outcome. The soft close feature is really nice because you don't need stops at the ends of the track to keep it from sliding off the track or have to worry about it hitting the stops too hard. The top mount hardware is a much more contemporary look and more fitting to the style of the rest of our house. We've already gotten many positive comments from people that have seen it and they are even more impressed when I demonstrate the soft close feature. I would probably purchase from Rustica again, if I were to ever put in another barn door, which is a big if. Barn doors look really cool and are a hot trend but they aren't the easiest things to install. I might consider using a conventional pocket door instead of a barn door if I were to do it again. The finished product warrants 5 stars but the less than adequate packing of the track combined with the complexity of the installation drop the overall rating to 4 stars. read more

They tell you a 5-6 lead time and 8-10 for a custom door that needs drawings and proofs. Well going on week 9 for my standard door that cost 1700.00 and still no door. Called last week and they said it will be shipping this week. Nope just got a response from my email from two weeks ago that it will be shipping out next week. That will be 10 weeks on a standard door. Double the time that it states on the website. They also said that is just an estimate. Well in my business if I say it's going to take 5 weeks and now it is gonna take 10 with no changes in the project or order it would be hell and high water. They said I could have paid the expedited price of 20 percent more.. one a little late and two that means there have been other people's orders going in front of mine, delaying my project.. just a word of advice If you can't speed it up without interrupting and disturbing the current quality of customer service on standard projects I wouldn't offer the service it is a huge disservice to your word as a business. So if you don't mind waiting 1/5th of the year for your door this is the place! read more

Dear Mr. Paul Allen, I'm writing to share my dissatisfaction with the recent product and customer service that I've received from Rustica Hardware. I purchased a very expensive set of doors and hardware (~$5000) for my newly finished basement that were delivered to my home on January 16th. My contractor noted upon receipt that there was a crack on the bottom of one of them, that the finish appeared to have defects on both doors, and that neither door was finished on both sides. Needless to say, with the hefty price tag associated with this purchase, I was extremely disappointed. My contractor initially contacted Rustica Hardware on the day of delivery, and several other times between then and today. During the course of these exchanges, the customer service representative (Josh) admitted that the door finish was an error on your end and that we should use steel wool to resolve the issue. He also offered to provide us a discount for the crack. Again, given the expense associated with this product, these solutions were completely unsuitable, and this was shared with Josh on several occasions. My contractor spoke with Josh (again) on January 23rd. He told Josh that we were going to send the doors back at your expense and that we wanted a full refund for the doors. Josh indicated that he needed to speak with his supervisor. Josh called me on Janaury 24th and I reiterated the same message as my contractor. After two calls that day, during the second discussion Josh indicated that while his preference would be for Rustica Hardware to send a new set of doors, that he would send me shipping labels so that we could initiate the return, and I would be able to get my refund. I finally felt like I was getting resolution to the issue. Less than 10 minutes later, I received a call from Susan, who basically retracted all that Josh had said, indicating that the doors were a custom order and that no refund would be issued. Susan later spoke with my husband, and during that discussion, asked if we would pay for the shipping on the return of the doors and a 20% re-stocking fee. Also unacceptable. How do you plan to re-stock defective/damaged doors? My husband immediately escalated to Jake who, despite three follow-up phone calls asking for a response, has yet to call him back. One of the worst customer experiences we have ever experienced. Here is the bottom line - I am dissatisfied with your product, the poor customer service and the fact that your team does not stand behind it's word. I do not want a new set of doors, but a full refund. Based upon reviews and complaints cited on the bbb.org website, I think that you should seriously consider how this is handled, as there appears to be virtually no positive press on your company, anywhere. I was originally referred to your company by a local decorator who does quite a bit of work for high end clients. If this is handled appropriately, at the very least I will be able to say that you are a company who stands behind your product and your word and have done the right thing for your customer. I look forward to your reply and successful resolution of this issue. read more

I had some difficulty with the fit of my doors, but Rustica was quick to offer a very acceptable correction to the problem. It's been a long process, and the challenge of the door assembly is something to consider. I do appreciate the remedy that they offered in the end. read more