They took over $2200 up front on my order for a chopping block island top. Rustica Hardware charged the payment, but I ordered from "Chop Bloc" They do not answer phones when I wanted to clarify my order. Nor do they give any updates. After weeks of trying, somebody answered the phone and they were rude and unhelpful. Wish terribly that I had consulted here in the first place...but how could I when the company has a different name than what I had ordered from online. Go elsewhere!!! read more

Okay, these guys have great looking stuff but their customer service is horrible. In fact, our overall experience was horrible. It went something like this. We went down to look at some doors. The showroom is about an hour from or home and we were in the area so we dropped by. As we were talking to a rep, my wife asked them about their horrible reviews on google and yelp. They said something to the effect of "if you want good reviews on those services, you have to buy them". Sounded odd at the time, but not implausible. Turns out there was something to those reviews. We picked out a door, with the proviso that it would need to be held by them for a few months until our remodel was at the point that we were ready for it. Also, we needed a recess routed in the door for the interior handle. No problem, they said, so out came the credit card. A couple of weeks later, the phone calls started. They left me numerous voicemails wanting to know when we could pick up the door. Attempts to call back were foiled by their absolutely unmanageable phone system, it was a massive exercise in patience to get through to an actual human being. I finally just stopped trying to call back. They would call, miss me and leave a message. I figured that one day I would actually catch one of their calls and talk to them about everything. That finally happened in early July, at which time I informed the girl on the phone that they agreed to keep the door for us until we were ready for it. Her response was, "so, you'll pick it up by the end of the month, then?" At this point, I was over the whole experience and agreed to pick it up sometime in August. On the 15th of August, I hooked up a trailer and made the hour long drive to get my door out of their warehouse where, apparently, it had been taking up the last bit of space and causing problems since we bought it. When I got there, lo and behold, it was still on the showroom floor, right where it was when we first saw it, and right where we left it. It literally hadn't moved a single inch. Mind you, this is a very large space and our door was taking up almost none of it, imagine a single door in a warehouse and you get the picture. Not only that, it looked pretty great sitting there, as a display of their work. Whatever. I grabbed the door and left. Only after I got home did I realize that no recess had been routed out for the interior door handle. So, I called and I went through the interminable phone system process, and I waited until I got someone on the phone, only to be told that they don't do that whole, "fitting the door handle that they sold you into a door that they also sold you" thing anymore, they hadn't for some time now, at least a month or more, I guess. But, fear not, as they were willing to make an exception for me. If I brought the door back to them. Or I could get store credit. Or "a decor item shipped for free". I am not sure if that means a free decor item or free shipping on a decor item. I AM sure that I am not driving another two hours roundtrip to have someone whack disdainfully at our door with a router. I am also sure that we won't be needing store credit after this experience. I don't think a decor item, or its shipping will be an issue for us either. So, in closing, do yourself a favor and, if you absolutely must have one of their products, be prepared for a pretty unfulfilling experience. A frustrating one, even. If you can go in a different direction, do that. The two bright spots in this episode of cat herding were Mitch and the showroom. Mitch was great, unfortunately others got involved and canceled out the Mitch factor, making it a miserable experience. The showroom is really cool, I could live there. I wish it reflected the rest of the experience, but it didn't. Oh yeah, free ice cream. They should serve it with free Xanax. read more

Alright, I'm going to try to keep this as simple as possible. My review is going to be based on my experience with Home Depot Rustica Hardware Teams. I ordered this Barn Door and it was received within the time frame they provided. They boxed it very well and stern. I had to rent a truck to pick it up because it weighed over 140lbs and it won't fit in my SUV. So I brought it home and took it out of the box and it looked beautiful. So I started reading the instruction to make sure I received everything but the 1st thing I noticed on the picture inside the instruction book that says "The Rollers Comes Attached To The Door." Well......IT SURE WASN'T - and that was my 1st disappointment (yes, "first" more to come.) I called Home Depot (customer service 800#) and informed them of what's going on. A quick side note, I had a huge family reunion and I needed this door to cover a door opening area. The customer service agent opened a claim and said that someone from their claim department going to call me the next 24hrs. One day went by and no one called me, so I called and spent over an hour from one department to another and finally they told me that a manager was going to call me back to resolve this issue. I waited 2 days and no one has called me, so I called them again and I got NOWHERE. I was so frustrated to a point that I wanted to return the door and get my money back but the problem was I'm running out of time for the party and can't wait for more weeks to place an order for a new door. So I called Rustica Hardware and spoke with someone there who said she's going to help me. She called the Home Depot to verify my purchase then she called me back to let me know that she's going to place an order for the Rollers. I asked her if she could overnight it because it was their error. She contacted her manager and he/she declined to overnight the item even though it was their mistakes from the 1st place. So I agreed to have it sent regular mail. However, I told the person at Rustica Hardware, make sure the Rollers come with the kit including instructions on how to install it. She assured me that everything will be included. I waited 5 business days then I received it....So they sent me JUST the Rollers WITHOUT (Bolts/Hex Nuts & Instruction.) Remind you, the family reunion was in 4 days. So I called Rustica again, and told them that I'm still missing the Bolts/Hex Nuts and Instruction. The agent didn't even apologized and said, "I'll put a request to have it sent to you" Every conversation I had with them I was very polite and extremely nice and I was expecting them to accommodate me with any type. So I asked her if they can be overnighted because I have a huge party in 4days. She said, "overnight mailing is not an option" so she ended up sending me the missing item regular mail. I received the Bolts and the Hex Nuts 1 day before the party (Without any instructions) at that point I was so fed up with them and their process .. I said I'm not going to waste my time and energy to call them again and request the instruction on how to mount the Rollers on the door. (Im aware they have instructions online but not for this door cuz it's a home depot exclusive) The door is extremely heavy and I wanted to be done right way, I had to hire someone and paid him $200 to install the Rollers. He charged so much because I had him come in the middle of the night to work on it because I wanted to be done before the family starts coming in the morning. Keep in mind, I didn't even receive a call back from Home Depot or from a "manager" at Home Depot. Bottom line, I'm beyond disappointed with Home Depot / Rustica customer service and the way they treated me. I would understand if I'm purchasing a $200-$300 dollar door, but da** this is over $1000 dollars and this is how they handle business?? So bottom line, he** NO I DON'T RECOMMEND THIS PRODUCT based on my experience with (them both) and the lack of communication + assistance. I would give it ZERO star if that was an option. Also what instructions did come with the door were so incomplete & skipped steps. My 7 yr old could give better instructions. It is a $1000 door not a DIY art project. read more

I, like previous posters, wish that I could give them a zero star. Their products are grossly overpriced and their service is atrocious. They do not care about return customers or product satisfaction. I talked to a representative on the phone to voice my concerns about the product I purchased and he literally told me I was "screwed" and was not able to help me. Please rethink purchasing from this company. I really wish I hadn't. read more

I was unfortunately disappointed with my experience with Rustica Hardware. I was so excited to buy the hardware to hang up my barn door! But the images on the website didn't quite match the options I had chosen -- my fault-- for being overwhelmed with the options! So I received my hardware but the combination was not what I had envisioned. I called their customer service but they were extremely unwilling to help me out and it was not in their policy to do an exchange. I was working long hours and could not call during their customer service hours and when I did it was outside of their 30 day window. I understand this policy, but it left me without any options. I wanted to love this hardware, but now I have no options at my disposal! It is not possible to exchange or buy new parts to replace the individual parts. read more

AVOID!! Doors are nice but customer service is horrendous. Instructions for door are wrong and their service dept admits it on the phone that as written this would cause you to put multiple holes in the door that would need patching. Stain was not as indicated and overall just a horrible experience. read more

DO NOT BUY FROM THIS COMPANY I ordered a door that took twice as long to arrive than quoted. I don't hear anything from the company during this time so I start calling. It takes a full week to find out where my door is in the process. When it FINALLY shows up to my door I excitedly open the box to find that it was hurriedly thrown into the box without the finish we had requested and paid a lot of money for! I call the company and they request pictures. They agree it wasn't done and offer to have the door sent back but can't guarantee when it will be completed or I can do it myself and for-go the warranty. Well, after waiting over two months for this door I for-go the warranty and get the money back. After attempting to stain the wood (which is pink in color) everything turns out lavender no matter what I try to do. I paint the damn door white. During this process I realize they glued pieces together and filled holes with wood glue. Not to mention they didn't router the holes for the "modern" handles I paid extra for! My handyman comes to install the door and the holes on the rail are somewhere around 22-23" apart and completely miss every stud. We now have to repair holes in our wall, construct a new way of hanging and add holes to the rail. It basically looks like painted shit and I have to use it in my house because we paid SO much money for this that we aren't going to get another one. Let's not even mention the fact it doesn't come with instructions on how to build the door! We had to look up pictures and assume it was correct! Long story short, this company is a complete rip off!!! They do terrible, TERRIBLE work, have 16 year olds answering the phones who can't help you with anything and stuff a piece of garbage into a box and mail it to you. Don't waste your time or money on this awful company. You're better off hiring someone knowledgeable who can actually build you a decent looking door without the pain, agony and stealing your hard earned money! read more

Your info you received is inadequate. I never started working on door repairs yet. But why should I have to in the first place. The painter and tile guy on the job couldn't believe how poor the door looked. Every time I contact your company your employees always use the line that they have to email another department and they will get back with me. They never do, I always have to follow up just to be told again they have to email the other department. Four months later I still have a very upset customer, no door parts that I have to repair on my clock, and the brackets aren't custom you just sent the wrong ones that I already hung that I still have to replace on my clock that you haven't even sent yet. When will they come? Who knows still waiting for Joseph to send the other department an email and get back with me from 4 days ago. Thanks for nothing but one huge headache. Matt read more

Oh how I wish I'd read these reviews before I purchased from Rustica. We had a custom barn door made and our carpenter suggested Rustica for the hardware and rail. He had used them before but I can assure you he will never use them again. First, the wrong rail was sent. They quickly sent the correct one when informed of their error. So I was impressed by this. However, when the new one arrived, it was bent. Our carpenter, wanting to avoid any more delays in the project, fixed it. Unfortunately, he didn't take any photos of the bent rail before he fixed it. After it was fixed, he went to install it and discovered that the wrong bolts were sent. They are completely the wrong size. So, he bought new bolts. In addition, upon arrival, many of the pieces had their finish chipped. Upon installation, the rest of them chipped. Our carpenter described it as "flaking away" whenever it was touched. In addition to the wrong rail, the bent rail and the wrong bolts that were sent, they also sent miscellaneous parts that have nothing to do with either of the rails. My guess is some other poor customer is missing these parts. At each point I contacted Rustica. The customer service rep, NaTeisha, was always prompt and courteous...right up to where she called me a liar. She initially insisted that the only way the rail could be bent was if UPS damaged it and changed out the boxes. She indicated that UPS does this frequently. This is news to me given that I owned a business that shipped product via UPS for 10 years never once had product damaged by them that they did not immediately self-report. I took photos of the box that showed it was the original box, complete with "inspection stamp". That was when she called me a liar and said that since I don't have any photos to prove the rail was bent then there was nothing that could be done. She also stated that her "records" indicate the correct bolts were sent. I already know their "inspectors" don't actually do their jobs given that the wrong bolts and wrong rail were sent and yet the box and invoice both showed "inspected" stamps. So, I don't really care what her "records" show because I have the bolts and they are not what goes with what we ordered. She offered to ship out a repair kit for the chips. However, at this point, I have zero confidence the correct thing would be sent. If anything was ever sent. AVOID this company. Their product way too expensive to have to deal with this company and their shoddy shipping and product. It's unfortunate because their hardware is beautiful and looks great on the door. But it is not worth the pain and hassle of dealing with Rustica. read more

All the bad reviews should tell you something. The product is good. I have ordered barn door hardware twice. My third order was a table. The issue - and it's a huge issue - is that you will not get it any time soon. Nor will you get any effective correspondence - even if you call. You will get a concerned and pleasant person on the phone that will promise to get right back to you. They won't. If you have a very slow project (VERY SLOW) then you won't be disappointed with the quality. read more

Inferior and defective hardware. Terrible customer service. I was told they do not warranty their product/finishes. Wish I had known this before I bought. Think twice before purchasing from this company. read more

I am an Architect and ordered bypass door hardware for four closet doors for my home. I love the hardware and it looks great. There were quite a few delays and a fabrication error but they ultimately fixed the problem and refunded the additional money I spent on shipping and installation. I would order again but leave plenty of lead time just in case. read more

Absolutely horrible customer service. Ordered a barnyard door and it was the wrong piece and they won't make exceptions for expensive restocking fees. Also, they rarely ever answer the phone or return emails. Left two voice message and one email and nobody ever responded. I would not ever recommend buying from them. Some of the worst service I have ever received. read more

I totally agree with the other negative reviews. I wish I would have read them prior to taking a chance on a company I wasn't familiar with. I am an interior designer and spec a lot of hardware. For my own house I ordered the industric pull for my carriage house doors. The customer service is terrible. I called to check on the status of my order, left a message and no one ever got back to me. The product that finally arrived is not good quality, the craftsmanship sloppy and the finish not as shown on their site. Caution - their website is poorly designed and it is not clear how to select finish and they have photos shown for product that is not consistent with the color listed. I thought I was doing a good thing by supporting a U.S. made product but turns out it was a waste of money. Rustica charges a 20% restocking fee. I think better customer service would be for them to stand behind their product and give full refund back for returns. For similar item try Omnia - the quality is flawless, price is better and they don't charge for returns. read more

I've been looking and hoping to buy my Dutch door for our new home build. I finally got the go ahead from the builder and I finalized my order on August 8th. They told me that it usually takes 6 weeks but plan for 8 because of the demand. I haven't heard anything except a generic "we are working on this" email; so, I contacted them to check on my order (which in 2019 I should be able to check the status online). I was told today that my order wouldn't ship until November 22nd!!! 16 weeks from when they received payment. Now I have to make arrangements for there to be a temp door in the meantime. When I called Keira in customer service she said that they had only planned on 100 orders but they received 1000 and they were the only company in the nation making Dutch doors. So basically I have to wait and be inconvenienced because of their poor planning. They didn't even offer to take any money of the price of this very expensive door. She did say that I could cancel for free.....how generous. I hope I get the correct door with all of the correct specifications before Christmas....... read more

Don't even consider ordering from their website. Wrong item sent to me and customer service not interested in arranging a replacement without huge restocking fee. This is after a long wait. Very aggravating read more

I ordered the hardware for a barn door in my home. I received the hardware and upon my investigation of the contents discovered that a bolt and spacer was missing from the proper inventory. I called customer service at Rustica Hardware and was told I would need to go online and order the missing parts at my expense. That's just wrong. Poor quality control at Rustica Hardware should not be my inconvenience. They were not much help. I would consider another company for this design approach unless you would prefer my experience. read more

i bought the 2 panel barn door. first, it came in about 20 pieces and it took several hours to put together, which is not great but OK I can live with that. However, there are 3 huge holes on each side of the door where the bolts go to secure the 3 horizontal pieces. they did not and do not provide any caps or plugs for these holes, which look terrible. I have put together several pieces of "assembly required" furniture and they all come with cpas or plugs for these sorts of holes, that are exposed. Rustica customer support sad they don't provide them and that I can go to a hardware store and buy something to cover the holes up! Really? I spent almost $1000 on all materials (door and hardware) and I now have to have a door with 6 large holes in it? Not good. The door looks fake and that it came from a kit. Not the look I was going for at all. Very dissaponted with Rustica. read more

I am so frustrated with the terrible order experience and customer service. I placed an order via the mobile site only to learn after paying that there is a very long lead time. Despite the site saying I could pay for expedited production, I was informed that was not available. I then requested to cancel the order just minutes after placing it. Then I was informed I would be charged a 5% fee just to cancel (processing fee of over $50 is excessive, wouldn't you say?). 6 days later I am still waiting for the credit and have been told it has to be reviewed by the financial dept and that takes time. Funny, they wasted no time charging my credit card. Customer Service is rude and ineffective. When I asked if the owner of the company or anyone higher up could speak to me, I was told no. How long should I wait for the credit before filing a complaint with the BBB? read more

Terrible product - picture was not at all reflective of actual color of door. Company would not work with me on any aspect for return or partial refund. This was a very expensive purchase $1700 and they were extremely unwilling to work with the customer. I would NEVER RECOMMEND them or their products. It appears that I am not the only customer who has had difficult service with this customer by reading the poor reviews on several social media pages. read more

Update: To fix my issue I had to reorder correct product and send back my previous order. I did send the item back and included the RA (return authorization) number they gave me to do so. After receiving the item back , after two week I had not yet received a refund so I had to AGAIN call dreaded poor customer service. I was told by Natisha, in Customer Service, that she cant pull up refunds and a manager and other people have to get involved. I asked specifically how many people have to get involved in a refund when a RA is given. I was told first shipping dept has to authortize, then it has to go to another dept to approve then sent to the financial dept. to process a refund. Customer Service has no access to that process and will have to get a manager to investigate . She said I might get a call back in a couple of hours after she could talk with her manager, Christina, and she has time to see. I'm not sure why its a long process if I already spent 45 minutes on previous call to see what I needed to do to get the return of previous order processed. This is not a company that seems to be managed well or able to handle a large order of items never mind a return or exchange without a multitude of people getting involved that don't have answers. If you are a large company .... AGAIN save the headache and stick with the larger hardware suppliers as I promise this is not worth the headache, even if the items seems a little cheaper! It will cost you in the long run!! read more

Love! Love! Love this place! Cannot understand the negative reviews except that perhaps these are mostly online purchases and possibly not able to go to the showroom. These guys are literally the best in the business. Love my barn doors. Love the tracks. Love my furniture. If you love local, go in and see them! read more

DO NOT BUY FROM THIS COMPANY! I wish I had done my research before ordering from this company. There are plenty of complaints out there so it's too late for me, but if you are considering ordering any of their products, please DON'T. I spent $1475 on a kit that included two barn doors and hardware. I was so excited about receiving it I could hardly wait. Well, I had to wait 2 months to get my order. When it FINALLY arrived, all of the tongue and groove wooden boards were warped or severely marked w/ knots in crucial places. At first I tried to call to just get replacement boards, but was told the company was moving and wouldn't receive them for another month! I requested a refund as my contractor was not going to be able to wait to complete this project. They never returned my calls, they refused to refund my money or pay for the return shipment. This company is bad news...don't work with them! read more

Hardware was nice. Tough to get in touch with anyone from customer service. Never returned email. Disappointed overall.

There really needs to be a -10 for this company. For those of you needing a door built I have a guy who can do it for you better. I say this because I ordered a door from them and received it broke cracked and everything else. Called left a message, wrote and have pictures but no response what so ever.... My husband passed away in March who was going to build the door because he was a carpenter but he passed away before this could be completed and I had to get the door and hang it. This door is my batroom door, well the neighbor who is a contractor and master carpenter was going to do the install. I had him pick up the door and he took it to his shop and went to put it together and noted all the cracks and broken pieces and told me to call them to have them replace the pieces or alest give a credit and he would see what he could do to rectify the door. He also said I could have build you a far better door that this!!!! I can see the demand of the doors but there needs to be another company doing this besides them. I started reading these reviews and my stomach started turning knowing they will never do anything about their shabby work or lack of customer service. I see they are selective on who they respond to on these reviews, they are arrogant , smug and just talking BS. I noted on the review 2/18/15 the Rustica says "we are improving our customer service with new management email deirdra@rusticahardware.com" OK its July 2015 and no improvement. Clearly they like to stay in the "I suck as a company" ranking. I would not recomend this company for anything not even to buy a bolt. Spen your money somewhere else. read more

Rustica is an amazing company! They have very quality doors, locally made! They also sell locally made cutting boards, tables, side tables, and leather bags. Their items are all very high-end. When you walk into the store, it is easy to tell that they care about their image and customer satisfaction. In addition to their doors, cutting boards, etc, they also offer some amazing gift basket items and home decor, as well as hand-made items. Every time I go, I discover something new in their store. Their rustic approach to decor is a breath of fresh air in the area, and their customer service is amazing. The gals at the front were unbelievably helpful and such a pleasure to work with. I LOVE this store! It is my go-to for gift items and home decor -- and they have really yummy, FREE, soft-serve ice cream. To those who are complaining about the time it takes for a door to arrive, you need to realize that each door is a custom, hand-made creation. Some doors are going to take a little longer than others - because that is the nature of a Rustica door. I would recommend Rustica Hardware to anyone. read more

Purchased 6 foot industrial hardware style barn door hardware for a customer for whom we were in process of remodeling her home. She wanted it in white which we paid extra for. Installed the hardware and the white paint is flaking off in multiple places - it looks awful. When I called they said it had been over 30 days and all they could offer was touch up paint. They sent the paint and it doesn't match or cover the flaked areas. Called back and they said that's all they can do. Have purchased multiple time from them -- NEVER AGAIN. Horrible customer service. read more

If I could give a negative star rating, I certainly would. The customer service with this company is atrocious. 30 day return policy, that I understand, but then taking two months for a non resolution, is convenient on their behalf. Takes over 30 days to ship product to you, incorrect product that is, and then when you need to have the incorrect piece replaced, it's another 10-21 days to have them make it. This is UNACCEPTABLE. I will NEVER use them again nor recommend them to anyone for anything. Rustica, you should be absolutely ashamed of your company. read more

Terrible, terrible quality of hardware and customer service. The Barn Door track came and was super flimsy and had a warp in it. Our remodel project was delayed so we couldn't get the door hung before the 30 day return/exchange policy. Once it was time to hang the door (not purchased through them), the type of wheel we bought didn't work with the type of door we bought (even after receiving a consultation with the customer service rep before purchasing). After the 30 day period, I tried to exchange and use another product through this company- I didn't even want my money back- but I was told over and over again, there's nothing we can do! 30 days is 30 days. Everyone in the construction industry knows that nothing ever happens on time on remodels. There's got to be some sort of flexibility on this. So, now I'm out $543 on products we can't use! I should have learned my lesson and read the terrible reviews before I supported a terrible company! read more

Very good products, a barn door and hardware, and even better customer service. I had a couple of hardware related issues, including one over a year after the purchase, and both were handled quickly and without charge. We will be placing another order for our current project. read more

I just found and read all of these reviews. Now it makes sense as to why I have received no response for 2 months on a custom request I made. It doesn't seem they have added more people or improved their customer service one bit. I'm glad I found these reviews so I won't waste my time trying to get a custom door. read more

Ordered a 4X7 door with hardware. Waited 6 weeks for delivery. Packaging was terrible and 5 parts were damaged. RusticaHardware could give me no idea when the replacement parts would be manufactured and shipped. read more

If I could leave a zero, i would. Placed an order for a stock item, was told 3-4 days to ship, two weeks later and it still has not shipped, was told today my order will ship in the next 2 days... First and last transaction with this company. read more

I just had my Rustica Hardware barn doors installed! I LOVE THEM! I needed twice the length(I did two doors on a rail) and needed guidance when ordering. A human actually answers the phone and I didn't have to press a thousand numbers to reach her! She was so helpful! After the installation I realized I needed a different type of guide for the doors and needed to return/reorder a set of pulls. I called Rustica, again a human answered the phone, gave her my order number, reordered the correct pulls and floor guide with NO HASTLE! This company is GREAT to work with! I would recommend them with no hesitation! AND, my hardware is fabulous!! Great quality and looks great too!! The wonderful Customer Service is the icing on the cake!! read more

I ordered a barn door at the beginning of the June and finally got it at the end of October. We were building a house so the door sat inside an air conditioned and heated house until house was complete. The order was missing some of the hardware and the door was warped. When I called, they told me I could pay for the missing hardware and that there was nothing to do about the door because it had been 30 days from when I received the door. She stated that I should have opened the door to check on all the parts. Anyone who has built a house knows how dusty/messy a house can be. I specifically didn't open the box because I didn't want the door to be ruined or the hardware to go missing. Apparently they have a 30 day return policy even though its listed no where on the receipt and is extremely hard to locate their return policy online. My receipt says states their motto is 100% customer satisfaction, guess only if its within thirty days. Make sure you check your order right away or find someone different to order through. All the other reviews about them returning phone calls are true, they don't! read more

I wish there was an option for rating them no stars!! This company is run by a bunch of liars. I ordered a barn door4 months ago and when it came it was in a box full of pieces. NOT what I was expecting. I returned the door and got hit with their rediculous restocking fee. It was been two months now after returning the $400 door and I have received no credit after being promised many times by Jamie I would have one coming. It seems like every time I call they screen their calls by voice mail and no one will ever call back. Buyer beware!! They will screw you too. read more

I would never recommend this company to anybody! If I could put a lower than 1 star I would. PLEASE BE WARE IF YOU WANT GOOD SERVICE DON'T USE THIS COMPANY. We placed an order for some barn door hardware and they mixed up our shipping and billing addresses. They sent the hardware to our billing address, which was on the other side of the country. After calling for several days and emailing, with no response, finally got through to a customer service rep and said they would re-route it to our shipping address... After another 2 weeks, we realized they had shipped it back to our billing address... AGAIN!!!! They shipped our products TWICE to our billing address. So after a month wait, the shipment is still at our billing address. We had to delay part of our project, which has costed us thousands of dollars. We are a large builder and work with several companies, and this service is something we cannot afford. With no compensation given, our hopes on getting our product are very low. I now understand why there is other such low rating on here. DREADFUL SERVICE, PLEASE BE WARE WHEN ORDERING FROM HERE. THE COMPETITIVE PRICING ISNT WORTH THE STRESS, IT WILL COST YOU MORE IN THE END read more

This review isn't about the door ... as I haven't received it yet. I wish I listened to the reviews on this site before spending over $1300 on an online door. But I ordered a door 5 weeks ago ... when I ordered it, they told me it's 2-3 weeks production + 1 week for shipping, "but can sometimes be sooner than that." Cut to 5 weeks later... no door. No word about the door! I called and spoke with the guy who I ordered it from - he never called back. Called again and spoke with another woman, and she said it can be 1-2 weeks more before it ships! And said there's nothing else she can do about... no apology, no offer for compensation. Just sort of like - well you're s.o.l. I even asked if they would just at least honor the sale price they currently have going on since they've caused such a delay - not even an attempt. They clearly just don't care much about their customer service... otherwise I guess there wouldn't be so many bad reviews. read more

The quality of the door itself is fine BUT their customer service is horrible. (1) They had been told not to deliver the door until after I returned from vacation. However, the day before I left, they emailed a shipping notice that the door was on its way. Since I did not want the box to sit in my driveway for 3 weeks, I had to make special arrangements to have it picked up and stored. (2) Installation instructions were somewhat challenging for my installer, who is very experienced in doing home construction and renovation and had some previous experience with barn doors (3) they sold me a hook and eye lock for the door that does not work well with this type of door, unless you want to hang the door 2 inches off the wall. They refused to give me a refund. They were very cooperative until I placed the order. After that they were TERRIBLE! I am glad I have no need for any more barn doors. read more

I am extremely torn between a really bad experience and then a really good experience. My husband and I being newly married and wanting to put something unique but eye catching in our new home we're excited when we came across Rusica hardwares line. After going through the showroom and browsing online we finally came to the final decision and decided to spend over $3,000 dollars on product from this company. On Thursday the 12th We received our hardware and doors with a few minor damages. After calling in and speaking to a customer service person by the name of Don Smith as stated in our emails I was more then disappointed in the way he handled our situation. We were completely understanding that things happen and our hardware had been messed up. He on the other hand was upset with us for calling him multiple times to try and get it resolved. He was extremely rude and not helpful at all telling my husband that he doesn't understand the process of Rustica and that it was our fault when it was just a error in your guys shipping department. We then just wanted to return everything after dealing with him and be done with this company. My husband then asked to speak to the manager when he then told us he was an account manager. My husband thought that there was no way this guy could be your companies manager, he then asked for the manager over him and the department and he transferred Us to a gal who was SO SO KIND. She was understanding that it was in fact not our fault not the sales mans fault but that it was just a simple easy fix and human mistake. she assured us it would be fixed and even went out of her way to offer free pulls for our doors. After wanting a refund and to be done with this company we were so relieved to know that there are nice kind and good People here, that we just came across one that wasn't so kind or nice or even someone who knew what they were talking about. We absolutely love our product and loved the gal that we spoke to who helped us make this right. She sounded like she knew what she was talking about and was indeed the real manager. I did read allot of these reviews that are bad but I do have to tell all of you who are reading this that this is a good company with good people and when you meet them personally you'll know. They will only go up from here with good managers who can train there service to be the same. After all I am pleased with the final conclusion she helped us with and will only be working with her directly as we have more projects to finish. Well done to her and her management for helping us become happy with the product in our home. Thank you again read more