RusticaReviews of rusticahardware.com

I love their design asthetic and the look of their products. Unfortunately their customer service is atrocious. Ordered a mantel and requested certain specifics in the notes/comments section of their order form however received NO follow up and mantel was shipped without them paying any attention to my request. Ordered an approx. 2' matching mantel in October to ship in mid Dec. as a Christmas gift. No follow up, no communication but it didn't arrive. I had to call and was told delayed but would ship 12/24. Again, no follow up no emails no communication, I called to see if it had shipped and was told again delayed and they couldn't tell me when it would ship but it had not been made yet. Had also called about potential discount promotion on a $3000 double dutch door & was told they never put them on sale. We purchased a door elsewhere due to extreme cost, poor customer service and no sales and not less than a week later they advertised a sale sitewide. Beautiful products but not worth the hassle and poor service. It's January and I still have not received my small mantel and still not received a single email saying it was delayed or apologizing for the delay.

Placed an order with plenty of time to spare for the holidays. Ordered a new hearth (kind of important). Never received a shipping confirmation, so called and spoke with a young man who could careless. He gave me a shipping date, which was a week later than what was listed online. When I asked if I could move the date up or speed up the shipping process, he said no. I asked, do you think that will make it before Christmas and he said, I don’t know, maybe?? Shipping takes 7-10 days. Ridiculous customer service. Now it’s 1 day before Christmas, 1 week after “it supposedly shipped”, I never received shipping confirmation or tracking info and still “hearth-less”.

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. 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.......

NFL stands for "not for long." This company will not be in business very much longer as the word is getting out. Wrong items shipped, late shipments, un-drilled holes in parts, and a college atmosphere for customer service. The customer service rep just told me on the phone "I can't ask the warehouse why your parts are late because they will yell at me". America is the land of opportunity and those that don't take care of their customers get to experience the land of epic failure. This is coming soon to Rustica....just keep watching.

HORRIBLE HORRIBLE COMPANY!!! I understand shipping dates are estimates, but they blew past my "estimated" date by two weeks. Product arrived too late to install in time. They would not accept a return without a BS 25% restocking fee. I Disputed the charge with my credit card and they tried to fight it and lost. DO NOT BUY FROM THIS CRAPPY COMPANY!!!

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.

They don't believe in giving paper instructions with the order. They simply ship you a door and box full of stuff. They expect you to know what every little piece is called and go to their website to watch 100 seperate general videos of how 2 people installed that certain piece on a different door. If contacted, they will offer to call and walk you through the entire thing, however, it doesn't look very professional to do this. So thumbs down all the way around. Kids toys have instructions for goodness sakes. To not give instructions with something like this is just horrible. Only reason I can think of why a company would do such a thing would be to save money at your expense. 🤷‍♂️

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). They truly do not understand their product, and have zero respect for the customer.