RusticaReviews of rusticahardware.com

Bought a custom exterior dutch door for new build. Primed and 3 coats of paint under covered porch and grills are warping on door i paid 3600.00 for Customer service has told me 3 times they cant help me. All i have asked for is the grill grate so i can replace myself. Its not even attached to the door. Been told no three times now. Poor customer service. Dont waste your money!!

I rank Rustica poorly for a failing of customer service. When I drew their attention to the fact that a simple $2 part would importantly improve a rail misalignment problem that plagues their (not inexpensive) barn door hardware I received the following response from Mr Cox@Rustica. (see below) My repeated requests that they send me the part have gone unanswered. David- Thank you for your recent order and also for sharing this recommended improvement. We sincerely appreciate customers who take time to share their experience with us and make recommendations. Doug Cox VP of Sales & Customer Experience

I previously left a good review because I was asked , but now I'm just frustrated. Door sent with wrong hardware (hangers), CS, stated computer glitch, said would expedite replacement. Than found out wrong track was ordered, which they insist was my fault. They sent out right track (insisted I pay for shipping). I received the right track yesterday , and today received another dupilicate track. Called to find out where the hangers are, One week after being told the hangers would be expedited, only to find out that the order was never processed. They said it would be corrected and luckily, I asked for a conformation because it was ordered with the WRONG wheels!! They than said they would correct. I asked for a conformation(which you would think Id get upon generation of the new order) but none has arrived yet. Ya know I understand one mistake, but this is simply ridiculous!! i haven't even been able to hang the door yet, so am really frightend to see what is next.. This is a four thousand dollar door...

They can't even be bothered to answer email! I have sent two inquiries regarding two doors needed in my home. Their website makes it impossible to do this, as it only allows whole inches. There's also about a dozen steps and questions, some of which only a professional would know the terminology for what they're asking, not an average shopper. Which is why I emailed. Silly me for assuming they'd have human beings to assist...and that they'd want my business.

Customer Service was entirely missing and I should have known from the lousy photos on their website what I was getting myself into. It's a super expensive item for a plastic trim with bristles but the pictures featured on their site never give you a really good idea what you are buying or how to use it or what tools you will need or even installation diagrams or instructions on the ACTUAL website. I sent them a text from their website, never responded to me. Turns out if you need to trim the bristles you have to use "linesman pliers", who the hell has those laying around at home??? You're not given instructions on how to use these oh so very special pliers that I just spent about $60 on and trying to trim bristles with these pliers feels nearly impossible. For such an exclusive product, that information should have been made available ON their website as in: telling you the tools you might need, showing what the actual sweep looks like, how to trim the sweep itself and it's bristles. It comes with these tiny printed instructions, no pictures, not much else, you are kind of left to figure all of it out yourself. Trimming the actual sweep to size and installing it was the easiest part. What they mean by "linesman pliers", how to use them, what you have to crimp, all that should have been put in a video on their site or at least feature a diagram on the website. I asked why I couldn't just use scissors, guess what? I never heard back.

This company charges premium prices for USA made hardware. The reality is, while I want to buy USA made, the quality and construction doesn’t justify the inflated prices. The instructions on their websites doesn’t match the hardware you get, and my order was a mishmash of pieces that just don’t work. When trying to address these concerns their customer service will try to charge you for parts that are clearly shown in the installation instructions online that weren’t provided. Another call to customer service after getting another set of mystery parts and I was informed some parts in their instructions aren’t even in production anymore. The anti jump bracket doesn't work with the rails provided for the wood slats. You have to drill through metal to install them. Look elsewhere

The lock and latch product is very problematic. I moved into a new house in October of 2020 (COVID delayed) and the latch and lock assemblies went out of alignment in November of 2020. The service department at Rustica said they’d have their machinist look it over for free and repair it. They sent me a custom movie about how to remove it so I could send it back. Because I’d sent merchandise back to Rustica before without getting proper credit, I asked for an RMA. Cooperation ended and I met the supervisor who reversed course and said I’d need to pay for a new one. Rustica’s historic account is not the same as mine, but reshipping of this item earlier was a result of the wrong configuration being sent originally (didn’t match architect’s specs) and one being sent at random for which I was charged and, despite sending it back, never got credited. I’d spent Thousands of dollars on 5 Rustica applications. I was surprised that a supervisor would reverse course on his employees over an item costing a few hundred dollars. . After tolerating some rudeness from the supervisor, he finally agreed that I would not have to pay for the item … but then I was waiting months and months for the item to come while looking at a hole where I'd removed the lock. Calls to the supervisor were met with indefinite promises and I could not receive an approximate shipping date. After many months waiting, I posted to Trustpilot. t was told by the supervisor he’d be sending the lock right away, and could I be kind enough to modify my Trustpilot review. In the process of our conversations, I learned that I could not really expect the lock to do much to secure the closet, and that the handle would go off the horizontal again “with time”. (The one I’ve experienced went out of alignment after a month). A screwdriver will remain in the closet because I don't trust the product not to be locked in. I’m upgrading my review because applications other than lock and latch are fine, the employees working under the supervisor were kind, and someone finally got the supervisor to pay attention.

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.