michelle
BEWARE
BEWARE: These “residential” doors weighed approximately 265 pounds EACH—and returning them would have cost me nearly $4,000 I spent approximately $5,800 with Rustica on three Industry Barn Doors after seeing these doors marketed and photographed for offices, lofts, and residential interiors. What was not clearly and prominently communicated before my purchase was that each door would weigh approximately 265 pounds. Together, the three doors weigh nearly 800 pounds. When my contractor evaluated them, I was told that ordinary residential walls could not safely support doors of this extraordinary weight without substantial structural reinforcement. These were not realistically suitable for my home as it existed, despite the residential presentation and marketing that led me to purchase them. The delivery itself was a nightmare. The freight driver could not unload the doors during what Rustica called “curbside delivery.” I had to pay the driver an additional $100 and hire helpers for another $200 simply to get the doors unloaded. When I contacted Rustica seeking a reasonable resolution, the customer-service experience was appalling. Their representatives were dismissive, unpleasant, and seemingly uninterested in the fact that I had purchased extremely heavy doors that could not safely be installed in my residence. No matter how many times I explained the situation, their only concern appeared to be repeatedly warning me that the doors had to arrive back in “perfect condition.” Rustica refused to arrange or pay for the return. I was told I would need to purchase approximately $800 worth of specialized crating and pay approximately $3,000 in return freight—while assuming the risk that these enormous doors might not arrive in whatever Rustica decided constituted “perfect condition.” After all of that, I would receive store credit rather than an actual refund, with the credit expiring after one year. So, after spending roughly $5,800, Rustica’s proposed “solution” was for me to risk nearly another $4,000 packaging and returning three unusable doors in exchange for time-limited credit to purchase something else from the same company. Had the extraordinary weight, structural requirements, unloading problems, return expense, return risk, and store-credit-only policy been clearly and prominently explained before checkout, I never would have placed this order. The doors remain unused and stored in my very small loft because Rustica offered no financially reasonable way to return them. This has been one of the worst and most expensive purchasing experiences I have ever had. Before ordering anything from Rustica, get the exact finished weight in writing, have a licensed contractor or structural engineer confirm that your walls can support it, and obtain a written estimate for return freight and crating. Do not assume that something shown in a residential setting is practical for an ordinary residence—and do not expect Rustica to help once it has your money.