RusticaReviews of rusticahardware.com

Ordered custom pre-hung door. Paid a premium price expecting premium product. Door arrived in non watertight crating. Door and frame were wet but not ruined. Door had imperfections in paint finish and sloppy caulking. CSR said imperfections were expected and asked us to get a written quote from our contractor to fix the leaked caulk. No contractor will write something like that up. After taking a defensive posture (what not to do - CSR 101), they ultimately offered us a 10% discount on the door. No thanks. Fix your operation or quit promising 100% satisfaction if you cant deliver.

Product is nice. The communication could have been much better especially knowing how active the company is on FB, Insta, TikTok, etc. One employee went above and beyond to make sure we got what we were hoping for. I love writing awesome reviews but ultimately felt the customer service was meh for our transaction.

We were very excited for our new barn door to arrive. It takes weeks for the order to be completed and when it finally arrived, 2 of the wood slats were damaged. One had a piece broke off completely and another cracked. A contractor was completing my room renovation so there was no time to return the pieces so he used wood glue to fix them. You can clearly see the damaged pieces and he did the best he could. I contacted Rustica customer support, they offered a 10% refund. On a $700 door, it didn't seem enough due to the damage but I was stuck with little options so I accepted. I was hoping for $100 refund but they denied that. The only better option was 15% off a future purchase but I notified them I would not be making another purchase from their company. Next time I would prefer to actually see my purchase prior to paying for my order. A bit disappointed but I do love the barn door so this is why my rating is 3 stars.

I ordered over the phone because I had many questions about the product. The representative was very friendly and if she didn't know the answer she contacted her supervisor. Shipping took as long as they claimed it would. Hardware came days after my doors so they couldn't be hung right away. The doors had obvious defects in manufacturing that were explained as a more rustic look. The hardware doesn't have all matching bolts. Some are black others are bright silver metal. I like the doors and the hardware other than these problems. Rustica Hardware did give me a $40 refund because of the door problem.

I ordered the hardware with no holes. It arrived with predrilled holes. Customer service was very good about correcting my order, but of course this delayed the installation of my door. In the end, all ended well. I am happy with the product.