Their customer service is AWFUL and their website is conflicting and unclear with respect to what you are getting...I ordered a $3400 custom front door that was described as "metal framed and hinged door". A frame to me means the jamb to which the hinges attach to....I received a door without a frame and no hinges so cannot use it unless i have a custom frame built. their offer was to make me pay another $400 to send me the materials to build it (which I can get locally for half that price). Their is NO SATISFACTION GUARANTEE and their head of sales, Doug Cox was literally useless and insulting. I will NEVER order anything from this company again. read more

The customer service is horrible! They could be an amazing place but they are just so so incredibly rude. They have added so much stress to my home renovation. If have you have endless times on your hands and can wait even longer for them to fix mistakes! Good luck getting your money back for the mistakes they make. read more

It's a shame that I have to post this negative/cautionary review. I had very high hopes for the door I purchased from Rustica. After waiting about 2 months for my door (the hardware shipped within a week) what I received was an absolute disappointment. I paid $299 for a custom finish "Patriot" expecting the door to be weathered white with some hints of light red and blue as show on their website. The finish shown on their website looks nothing like the door that I received. the door looks like a child was given spray paint and a sander. You can see the advertised finish and also the door I received below. From the contractors at my house to friends to business associates, each person has expressed surprise at the door. Many asking "what is that"? "Is that a joke"? But not Rustica's customer service department. Their response to my communication about the issues has been "The finish you ordered is the finish that is on the door in the picture you sent to us, yes". And "I do apologize that the door did not end up the way you were wanting it to but that is the finish you had ordered." Amazing. I didn't ask for them to take the door back and refund the purchase- no, I plan to have the door painted so I simply asked for a refund of the charge for the custom finish- which I clearly didn't receive. Judge for yourself on the pictures below. Beware of this company. Their shipping time is twice as long as advertised and in my opinion, the product is certainly not what they advertise. read more

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I was so hoping for better customer service. When I placed the order Amber was extremely helpful in making sure the track, doors, etc. would all work together. The order arrived and I loved the product BUT when it came to installation and the issue I was having. . . absolutely no help . . . There suggestion was to reach out to installer or contractor for a fix. That is how my initial request started, my contractor could not get the back door to not slip off or past the track. It was two weeks to get someone to acknowledge my request and two seconds to brush me off. For a $5,000 sale I would have expected better. read more

Their products are beautiful, there is no doubt about it. BUT...we ordered a front door, and when it came, there was quite a bit of damage. Not because the shipping company mishandled it, but because Rustica Hardware packed it poorly. I get that that happens every now and then, but I also expected Rustica to be apologetic and quickly replace the damaged parts. I paid a lot of money for my front door, and so thought they would be able to remedy the situation quickly. It has now been 6+ weeks and they still have not replaced what they poorly packed. I keep getting "I am sorry," and then they forget about me again. The amount of time I have spent emailing and calling is insane, especially in 2019 when customer service has a higher standard at most online shops...apparently not Rustica. I am not one to complain, but I really felt that once they got my money, they did not care about my needs anymore (hence the 6+ weeks of contacting and waiting for them to make a decision about how to deal with my front door's damage). We waited to put the door up, and now that it's up, we don't even have all the parts to finish installing it. I am VERY irritated and feel quite let down, and like I have wasted lots of time and money on them. Not a good way to conduct business. Also, there were no instructions, my husband had to figure something out with the screws, and the door came too long, and we had to cut the top of the door opening. I was going to give you a better rating, but after waiting 2 MORE weeks, calling you back again today, and learning my replacement parts request "probably" got lost in the factory, I have had it!! Don't forget about me--I probably would have been a repeat customer, and would have told others about you in a positive light, but not anymore. I hope this review prepares others for the experience they may encounter. read more

Heed the warnings of all the poor reviews below...I wish I had! If I could give negative stars...I would. This purchase was a HUGE waste of money. We spent over $1200 on two bifolding doors, a track, and hardware. Aside from it taking almost a month to ship, the first problem we encountered was missing components. They shipped it to us without the door slats/guides, the correct door handles, and missing pieces of the wall mounted guides. While the customer service representives were kind and efficient on the phone, they did not expedite any of the missing pieces, which furthered the length of our project and caused our contractor to need to charge us extra fees to come out to complete the project. It would have been one thing if it was just one missing piece, but it was three. Secondly, the door slats (metal pieces that were sent for either side of each door) were incredibly scratched and damaged. And all they would do is send us some solution with no directions that did nothing but change the texture of the metal (it feels like there is dried glue on the metal). The worst problem of all is that the wood on the door itself is so warped the doors are almost unusable. It was SO hard to put it together because the wood was warped from the second we received it. When we contacted the company, they told us to rearrange the slats and put weights on either side of the door for 72 hours. We did both and nothing changed. The doors do not meet in the middle (see photos) and will come off the track when you try to slide them. When I contacted them requesting a refund for the doors (which were $500!), they had the audacity to say that it was the paint that warped the door. This was SUCH a waste of money and I'm so disappointed in the quality of the product and the customer service practices of this company. This is one time supporting small businesses is NOT WORTH IT. Stay far, far away! UPDATE: After telling them I was contacting the BBB and posting reviews, they did agree to send replacement slats for the doors. We're willing to try this solution and I will update this review after we receive the product. read more

Rustica - Photo showing the damage to the door slats. - Home Decor Near Me - Springville, Utah

worst customer service I've ever encountered. after numerous attempts to get my order that I have paid for I have had to resort to legal action. BUYER BEWARE read more

Best prices but worse experience. No communication at all due to delays in production. Have to continue to reach out for updates and even then, using their messaging system, sometimes results in no replies. Glad I was able to cancel after waiting 3 months for a no show door. Wouldn't recommend. They have the best pricing for the type of door needed, but it's not worth the savings. read more

These reviews on here seem a little extreme - "the product was awesome I had a hard time installing it...ONE STAR!!!" hardly seems like the companies fault but whatever. We were building a custom home that had three barn doors, the door manufacturer that was custom building everything for us recommended that we use Rustica hardware for our barn doors instead of theirs. To me that meant a lot. It was also cool that they have a retail store in Springville where you can "kick the tires". It's actually one of the coolest stores I have ever been in and I was shocked that I had driven by this perfect hipster design palace for so long and not stopped. Even if you aren't looking for door hardware you need to check out the showroom. It is extremely cool and located in an old restored factory #loveit Ok so the good the bad and the Beautiful. Good - (Amazing actually - 5 stars plus) Our Hardware is AWESOME, it is super silent, smooth, feels heavy duty, We have extra wide heavy doors and they roll so so awesome. Plus there are about a billion styles and combinations to choose from so you will for sure be able to find something to match. I love the look we ended up with we have had a ton of compliments on the doors. Bad - It turns out that barn doors are complicated there are way more variables than a standard door. Think about this. when you are picking out a standard door you choose the door style and then later a knob and 4 hinges, knobs are standard, hinges are standard, even door sizes (widths) are standard. Barn doors however are far more complicated to order. First there are about 100 styles for the door, then about 100 finishes for those styles, then each one has a custom width. Once you figure that out then you have to move onto hardware. You have the bar and mount up top (which depends on width, and style of door) then you have like 50 bar styles, and then 50 colors, and a million ways to mount it. But the bar depends on the roller hardware you choose and there are about 50 rollers and 50 colors of those... Then handles, floor guides, etc. etc. etc. It's complicated - They have an awesome tool online for putting all of the combinations together and that is what we used but in retrospect I wish I would have called in and talked to somebody. My builder told me exactly what he needed me to get and it was still complex. There are just so many components and choices and sizes. Don't screw around because you will make a mistake. My Mistakes - I accidentally ordered one of the handles a different size from the others. I ordered these really cool floor roller guides because I thought they looked cooler than the ones my builder told me to get (of course they didn't fit). Because I ordered a bar without predrilled holes I neglected to tell them I wanted the bolts. There were a few others. Frustration - because everything is custom made if you make a mistake like that it can take a few weeks to get a new custom piece made. So talk to somebody at customer service to avoid as much complication and confusion as possible. Beautiful - I will upload some pictures but the finished product looks straight up amazing. No denying that, it is off the charts good. Like super crazy awesome amazing PERFECT. Overall I felt like 5 stars was fair, the process didn't go perfectly part of that was my fault and part theirs but the results are amazing. This is where I wish they could improve. I wish there was better communication on the status of the custom orders. When you are building a new home and you are on a tight deadline I had some anxiety from not knowing. It's always better to over communicate than to under communicate. I also wish there was some miraculous way the website would prevent me from ordering things I don't actually want, but I wish amazon had that too because I end up ordering a lot of crap I don't want or need from them too. read more

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Spent over $12,000 with these folks. And their shipping policies are less than stellar. Charge extra for shipping. Know you need residential shipping. But tell you good luck working it out with the shipper. Expect you to have a forklift for unloading? Just beware and know what you are getting into. read more

Pretty terrible customer service. Sent me the wrong product and then told me they were treating my exchange like buyers remorse. Need a manager to approve waiving the exchange fee to spend more money with the company on the correct product and "he's not sure his boss can get back to me today on that." Good luck in biz if this is how you treat people. Hoping I get a positive response back for their mistake. read more

I have bought 2 products from Rustica. The first is the sliding door hardware. the second is the metal Dutch door. I have only had it 1 months and it is already rusting. After calling and leaving 2 messages and sending 3 emails I finally get a response. They tell me it isn't covered in their warranty. they will send me some paint. I spent over $3,000 for the door And they won't stand behind their work. how disappointing. I wouldn't recommend them. read more

Rustica Hardware and Barn Doors Hardware (www.barndoorshardware.com) are the same company. Their customer service is non-existent. It literally takes 30mins for them to answer a phone call. They obviously don't want to staff more people taking phone calls. Their product is cheaply made of cheap wood. It cracks easily just from shipping it to you. Do yourself a favor. DO NOT BUY from Rustica Hardware or BarnDoorsHardware.com. It is a WASTE OF TIME! They don't disclose what is included in their package door deal until your door has arrived and you need certain parts that they don't include with your door which you need to buy seperately. It will cost you an arm and a leg to buy parts separately from them!!! AVOID AVOID AVOID!!! CALLING their customer service is a waste of time as well. They can't help you or make it easier for you. THEY TAKE YOUR MONEY AND RUN!!!! read more

I saw these barn doors at Costco, and they appeared to be really good quality and a solution to my space issues, so I figured I'd look into it and maybe give them a try. I went home and looked at their online reviews, which were not overly positive (explained below). In any event, I really liked the look and feel of the product and decided to go for it (as opposed to installing a pocket door). It took a couple of weeks to have the products delivered (door, track, header, hardware, pulls, etc.). In my case, a couple of the door slats broke during shipping. It was not Rustica's fault as it was really well packed, but for an 80lb package being moved half way across the country by UPS, things do happen. I called Rustica Hardware and sent them pictures of the broken slats. They were very accommodating and ordered new ones. Now I'm told they had to be made (apparently most products are custom made to order), so again, it took another couple of weeks. Know that you have to put the door together. It's not hard, just tongue and groove which I did on my dining room table. My pre-drilled 3'x7' door fit together with just 6 bolts. Now, the harder part, in order to attach the hanging hardware (door hardware and wheels), you need to drill the holes in the front and back of the door (the back countersunk hole being a larger, inset flat-bottomed hole 7/16" deep to accommodate the washer and bolt. This required use of a forstner bit, a large drill bit which makes a flat-bottomed hole. I did not have one, but could buy it for about $14. However, I luckily was able to borrow one. That done, I needed to install a header board first to the wall, then attach the door rail hardware to that. I had ordered a pre-finished header board (matching the door - kinda expensive for this single but finished 1"x6") and attached that to the wall studs. The instructions are fairly clear vertically, but silent on horizontal placement. Therefore, you have to measure exactly where you want to door to rest when closed (in my case approximately 2" beyond each side of the door molding), then space the track and header placement off of that position. The hardware went in easily. Just measure a straight line across the header measured up 86-1/8" from the floor, center it, and drill it into the header. Hang the door, screw in the stops, attach the handle, floor guide, and done. I put the door between my bedroom and bath, and wanted an interior pull (to open the door from the inside). Since the outside of the door has a protruding handle, the inside must have a recessed pull since another handle on the inside will hit the door jamb when opening. But note, the interior flush-mount pulls are recessed, meaning that you have to use a drill or router to cut out the hole in the door in which the pull will rest. I opted for the simpler flush-mount finger circle pull, which required another but larger forstner bit. It's kinda scary drilling into the surface of a beautifully-finished door, but that's how things get done. The door (and header) are solid alder and nicely finished in "stain, glaze, & clear." The arrow hardware is painted in dark bronze. The materials are heavy, solid, and nicely finished. The door slides smoothly and quietly. You can hear it roll, but it's not bad. They make a nice product. Since I had broken wood during shipping, I had to deal with customer service. They (Andi in my case) were really friendly and wanted to help and make my experience a good one. I asked about their online reputation as I noted that many of the prior reviews concerned warped products and customer service. I was told that as for warping, many people buy unfinished products that they want to finish, paint, or stain themselves, and if not installed right away, such will warp-hence they recommend buying finished products. OK, that makes sense, I thought. As for customer service, I guess that's hit or miss, but that many complaints were based upon the terms of sale which people really should read before they buy, such as their too strict 30-day return window and excessive restocking fees. That's not to discount many other peoples' issues per their reviews, but I had a decent experience. Whatever, I took a chance and it paid off. I got what I deem as a quality product that looks and works great, was treated fairly, and am very happy with this purchase. 4.5 stars read more

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Rustica Talk about Rustic! This store is right up my husbands alley. They have home decor, home essentials, and also rare items like designed cabinet pulls and different sizing of doors. This is a good place to buy the sliding farmhouse doors and really rare and rustic items for your home. With it not being the cheapest place to buy home goods, the quality is definitely something that you will pay for. One of my favorite items in the way the store is landscaped, and no matter where you are in the store there is something for you to look at! In the very back there is a large spaceship that is our favorite part of the store. You can go inside and play around. If I had all of the money in the world I would buy that spaceship this instant:) read more

BE SURE AND READ everything on your order confirmation. All the fine print, before you purchase because I would not have agreed with some of their policies. I would also have made other preparations for installation of my door. All of the above needed information is not presented clearly on the website when you are trying to make the decision regarding the purchase. And when you complain afterwards they take forever to get back to you then say that I should have read the order confirmation to manage "my expectations". As well expand the pictures as my door is not at all what I expected from the pictures I looked at on the website. The exposed screws which are really shoddy and the way the door was put together does not show on the site, even expanding the pictures and makes the door look really tacky in my opinion. read more

We absolutely love our door and hardware system. There is a dizzying amount of options, so the site can be a bit of an obstacle in terms of time to place an order. But it was kind of fun to see how it came out in the end after kind of pouring your heart into the design lol. We would definitely recommend this place and recommend Terri as a rep to work with she was awesome to answer any questions we have. read more

Rustica - Home Decor Near Me - Springville, Utah

Should have read reviews. I usually only post positive reviews but you should order being aware: Customer service has no communication link to production, I have been trying to get an order status for 6 days and they say "production is in another building, I can only email them and I haven't heard back" - they say there's nothing they can do but wait My order has not been shipped after a month. They can not provide a timeline. read more

This is the worst company I've ever purchased product from. They sent the door we purchased without the hardware and without the track, When we were finished renovating our home, And went to hang the door we realized it was an incomplete set. We called to get the piece sent to us and we were told we had to PURCHASE ANOTHER ONE!!!. I'm disgusted with their lack of proper business ethics and complete disconcern for customer service. I urge any and everyone to avoid being ripped off by these crooks. BOOOOOOOOOOOOOO!!!!!! read more

So far experience is a 0. Beautiful door I received but has manufacturer defect and door is separating. I have called and emailed multiple times and have yet to have feedback from company to resolve issue. Also I have yet to receive the door hardware I paid for with original order. Called in and was told it would ship separately. Been several more weeks and no response and have called and emailed a few times to follow up and cannot get any support or feedback from company. So far experience is extremely poor. I paid over $6000 for this front door that I received that has manufactured defect and Also still missing all hardware I paid for. So far regretting my decision to do business with this company. they are great at marketing to customers and should reinvest that money in their customer support. I hope they eventually resolve my issues and replace/fix the defection a brand new 6k plus front door that doesnt even function properly currently. I will change my review if the company ever addresses the issue and actually responds to me and resolves outstanding issues at hand. Buyer beware read more

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After 4 major screw ups in their part and several incidents that snowed that they just don't care or pay attention to detail whatsoever.. I decided to leave a review on Their Facebook page as well as commented on some other folks who had the same issues. I was contacted and was told I was "attacking their marketing team" and that I was harassing them. They told me they were going to block me. I saved every email and text I received from them. I also saved every attempt to reach them in a time line as well as a detailed account of every mistake they made. "Ready to ship items" on back order.. "Shipped the wrong item three times! Took ridiculously long to shop a piece of metal. Literally a piece of metal With two holes in it. Sent the wrong hardware. The paint on their rolling hardware was so poorly done it still showed metal. Nothing matched and they sent chrome hardware with flat black pieces. It's obvious they went for cheap labor, there attempts at "making it right" were an insult and this company is a joke! Shop elsewhere read more

I did get my refund. After going through and writing reviews on every major review source I got a call, that day and they asked what needed to be done. I said I needed my refund, and they processed it that night and it posted in a couple of days. I would not do business with them again. I do not recommend them to anyone, but I did get refunded. read more

The door and hardware are beautiful! I needed a custom made 4 x 7' door so I couldn't use a standard door kit. It turned out perfect! They are solid and excellent quality! I do think the door should have been notched out to install the recessed handle easier. My only complaint is the delivery service. The door weighs about 100 lbs. The delivery took a few weeks which was fine. However, the delivery guy left the door laying in the driveway hanging out into the street. He didn't even take it into the garage with his pallet jack for me. We had to take apart the all wood encasing piece by piece and then carry it inside. We couldn't store it in the garage until we were ready for it during our renovation because we feared it might get damaged. read more

Rustica - Home Decor Near Me - Springville, Utah

Should of checked reviews before ordering. Everything people are staying is true especially when it comes to the customer service. I have called a couple times regarding a barn door I ordered. When ordering I selected for it to be assembled prior to delivery. Well the door came in multiple pieces and I had to hire someone to come out it together and install it. Well it doesn't stop there as half of the hardware was missing and we didn't have any instructions on how to put the door together. I was very nice about everything when calling to get a refund on the assembly and request and new hardware packs. I was told I would hear back in 24 - 48 hours and it has now been weeks. Just be careful when ordering from them and I hope you all read the reviews prior to placing your order. read more

While their product is okay, (not exceptional by any means) their customer service is beyond appalling. I have had dozens of interactions at this point, and every single one has left me feeling like they are simply snobs who believe their customers are superfluous. read more

I purchased two barn doors from this company that was highly recommended for parts. I made the mistake and purchased barn doors and the hardware from this company. FYI if your planning to purchase barn doors buy locally. Here's why. My shipment was not complete missing a door to one set and not all the hardware was in the shipment. Had to wait for the doors which showed up with out all hardware so that got shipped the next day and showed up a day later... Instructions are only on line and impossible to reach the company on the weekends. And always was on hold for long periods of time. I did like salesperson though. FYI buyer beware!! read more

if I could write negative five stars I would. THE WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED IN MY LIFE. I guess they stay in business because people (like myself) get distracted by the pretty doors and don't bother to research the company before ordering. I MADE A HUGE MISTAKE by going with this company. There is only one person at the company that knows what's going on and he constantly refers you to the front desk people who give you WRONG INFORMATION. It is IMPOSSIBLE to get anyone on the phone who knows what they're doing. DO NOT MAKE THE SAME MISTAKE I DID AND PLACE AN ORDER (big or small) you will REGRET IT!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! My entire job has been delayed due to their scam artist ways. They lure you in...no problem getting someone on the phone when you want to actually spend money placing an order but once that order is placed GOOD LUCK. MADDENING. read more

If you for sake order hardware for the barn doors, count on 3-4 weeks delivery plus some small issues ..... I ordered hardware for 8 doors , and all the powder coating from the barn door hardware peeled off and bubbled up. Nightmare to deal with the homeowners after the hardware was installed !!! Just simply DON'T ! read more

I found Rustica Hardware online when I was looking for a reasonably priced barn door that could also be made a custom size (tall order). I was really happy with what I was seeing on their website, but I was a bit nervous and the ordering process was a little complex with so many variables for the doors. I wish I had written down the name of the woman with whom I spoke on the phone. She was very polite and friendly and walked me through my whole order. It ended up being an enjoyable conversation. The bits and pieces shipped a little sporadically rather than all at once, but since the door would be the final installation of my remodel project, it wasn't an issue. The door didn't get installed until right before christmas, over a month after I'd received the pieces, so we didn't notice that one of the handles was missing from the order until christmas eve. Of course there was no way to contact them, but I sent an email wishing them happy holidays, letting them know about the omission, and hoped I would hear back after the holidays were over. Instead of a phone call, right after new years. the missing part arrived without any issues. I was so impressed. Even with remote orders, there is a sense of personal customer service with this company that makes it a very nice experience. With all the remodeling I've done, I've done a lot of internet ordering. I have to say this was one of my better experiences. And the door looks fabulous. read more

Left me hanging. Ordered a bunch of stuff a couple years ago. At the same time I worked out a customized flush door handle with them that was supposed to be part of the same order. When the main order was ready to ship (which was delayed a time or two), the details of the handle weren't complete, so we kept working through that. We went through a couple design iterations, they produce drawings, and gave me a price. I had the door cut per the drawing, ordered the handle and then nothing. I spent the next 6 months trying to get anyone to respond and kept getting the run around. Now I need more hardware and thought I'd give it another shot. At least they responded this time, but now they want to charge me 5X the original price, paid in advance of course, before they'll consider producing the part. So much for living up to commitments. read more

This company is at best, DOGSHIAT! Heed these reviews and steer clear! Ordered a simple mantel over 3 weeks ago and still not shipped! After reading these reviews we asked for a refund but were met with, "this has to be reviewed by a manager" (which we asked to speak with on 3 occasions regarding the status of our order) yeah right! We had to go to our credit union to get a refund and change our credit card number as well so they couldn't defraud us further! Horrible horrible customer service! Good luck if you place an order from these guys... read more

Great company with beautiful products made here in Utah. I have three barn doors from them as well as all the door hardware in my house. The barn door hardware is incredible and looks amazing. read more

Rustica - Home Decor Near Me - Springville, Utah

Their finished product is stunning, but the customer service almost makes it not worth the hassle. I ordered custom barn doors when visiting their showroom. They made a mistake on my custom door order, and they readily admitted that it was their mistake when they reviewed the original order. They treated me like they were doing me a favor to correct the mistake. On top of that, they did not prioritize the correction to fix the mistake, so I ended up waiting more than double the time to get my doors. As I said above, the finished product is absolutely stunning. Their work and craftsmanship is really top-notch. However, I will not use them again. I have a log home in the mountains that I am putting six new barn doors in; and I chose not to go with them even though I know that their product is beautiful. I just didn't want to deal with their customer service again. read more

I'm surprised about the bad reviews, I've ordered a barn door for our bathroom with excellent service and quality and now just received some cabinet hardware for a little DIY project, again excellent product and quality. read more

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I expected much better from your company. This has been my experience so far. On January 15, 2019, I purchased a bypass door system (order #1547506576). On February 11th part of my order shipped, which was ok, but I would have liked to know it would come in two different shipments prior to receiving it. This was the hardware for the door. 8 bypass heavy duty brackets and the 36 wood screws to attach them were not in the box that was shipped. Yes, The picking ticket showed them to be in the box, but they were not there. Then on February 19th the doors were shipped (in three boxes and unassembled as expected). When they arrived, the first thing I noticed was the header board was missing. I promise you, it was not packed in my shipment, although again the packer marked it as packed. The packer also did a poor job of protecting the ends of the slats as there was no packing material protecting the ends of two of the boxes. As such there was damage to two of the slats that were shipped. I talked with Customer Service and they initiated a replacement for the two slats and header board. Last week I received the header board and the replacement slats. Thursday morning I decided to begin assembling one of the doors. I cannot believe the poor quality assurance on the measurements. The slats stick out farther than the dovetail causing a gap between the "A1" slats and the A2, A3, and A4 slats. I assure you I have assembled it correctly. Unfortunately, I cannot fix the assembled door, but I will be able to rip a 1/2" the slats to make the second door work. Then on top of all of this as I began assembling the doors system today I noticed the 8 bypass heavy duty brackets were not in the box of hardware. Yesterday I received a call asking about the header board and slat shipment, I was able to tell them I was still missing the heavy duty brackets, but they were unwilling to hear about the poor quality of the measurements. Fortunately, the brackets are being sent, but now I have found the 36 wood screws that attach the brackets to the header board are not in the shipment either. On top of all of this, I have sent 2 emails about this to the support@rusticahardware.com address and haven't received any word on my issues. This is completely unacceptable! In summary these are the issues I have had the following issues with this order * Missing Header-board * Damaged Slats due to poor packaging * Miss-measurements on the slats for both doors * Miss-measurement for the X on the door * 8 missing brackets * 36 wood screws to attach the heavy duty brackets to the header board Here is a video of my experience https://www.youtube.com/watch?v=TxOKHora78g&t=154s read more

Rustica - Poor measurements - Home Decor Near Me - Springville, Utah

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Workmanship on the product I received was horrible. Received items blistered and with dings in it. Coating is already chipping and all I did was take it out of packing to look at it. Customer service is quick to respond initially, then totally drops the ball to get this merchandise returned. For this price point I would recommend to shop elsewhere read more

I am in the process of ordering a VERY expensive custom glass sliding door for my home. I wanted to use Rustica's hardware to mount the door on as it looks very attractive. The trouble is, no one is home at the sales/customer service center. They simply do not communicate in a professional manner. The specification sheet on their website is not built for glass. I have been unable to get one that works for the project according to the fabricators, or anyone with any design/product knowledge to communicate with me, or give the fabrication company enough information to proceed. This is after 1 week of calls, emails, and being ignored because I have lost my patience with the "sales" team. I seriously do not recommend working with this company if you need anything more complex than something that comes out of a cracker jack box, because they wont get it right, then they will remind you they are not responsible for any errors that arise from their inability to provide sufficient information regarding their products. How are you going to pose as a high end product when you cant provide support for high end products????????? read more

I am not one to leave bad reviews but... Purchased a barn door with hardware ( pulls, rail, headboard etc) Received shipment with missing headboard, no pulls and incorrect size lag screws for assembly. Door was damaged in 3 places but minor. Despite 3 emails and 4 phone calls, it has been 3 weeks and still have not received replacement parts. When one calls, the common question is "Do you remember who you spoke with?" Seems to me that should be in customer order file somewhere. Unfortunately, the execution of their business is not commensurate to their website. Perhaps they should have the website folks run the order fulfilment operation Ironically, I do receive 3 spam emails a day from this company, as I patiently wait on correct assembly parts. read more

I'm starting to become a big Yelper but often - mistakenly - have been focusing on just food related reviews. My experience with this company reminded me that I need to basically review all purchasing experiences in order to help others out there - as well as the companies themselves for such feedback is invaluable to their improvement or survival quite frankly. I, too, would agree with others that the awful/non-existent customer service as well as overall experience with this company has been horrible - and laughably so with today's technology. I was alerted to this company from a bunch of adds and pictures I saw in Houzz as we were remodeling our kitchen and always wanted some cool sliding barn doors and figured the kitchen would be a great place to add them. This place - their website at least - had a ton of awesome options and was American made and "with pride." I purchased two doors with hardware and it cost me an arm and a leg - like $5K where my wife wanted to kill me. However, I was confident in what I saw, it looked beautiful and unique and it was worth the price since it was a proud, American company who would be a centerpiece of conversations while showing off our new kitchen. I was wrong. After placing the order, I received an email with confirmation and other details on a 30 day money back guarantee along with a lifetime warranty - and then weeks of silence. Want an update? Well, you need to either call the company or email. Emails go unreturned and NO ONE ever answers the phone. After weeks of nothing an getting a bit frustrated I called for an update and was on hold for 22 minutes. At this point, my stomach sank and I knew right there I made a mistake. When someone finally answered, I made up my mind to cut my losses and cancel. They stated it would be credited on my credit card in a couple of days - and now that's going on two weeks with nothing. I then responded to the email "ticket" they opened up on my cancellation & typed a requested update on my cancellation where an automated reply came back saying "There was an error with your request." I'm now having to work with my bank to put a hold on my credit card. So frustrating and disappointing. I, as others, expected much better customer service and support not only with today's technology but also due to the level of investment and the crucial nature of customer service and support in any company's survival. Based on my experience and other reviews here, this is a place that will likely be shutting down soon. Too bad, they had so much potential. read more

Ordered a barn door and hardware from Rustica Hardware and when we opened the box, the door was the wrong size and didn't look near the color shown online. We were fine with this, as things happen; however, we had no idea what a long and drawn out ordeal this was going to be. We called to set up to return the door and got an RMA # to return it for full credit. Yea! So far, so good. Well it has been almost 8 weeks and we are still waiting for this company to credit our account...with the continuous run around of "it should be done in the next few days," or "sorry, but there is a pile of credits to be processed within the next few days" "sorry for the delay." DELAY??? How long does it take to process through? I am so frustrated and going to contact the credit card company, thinking of the Better Business Bureau as well. Wish I would have researched this company more prior to purchase...could have saved a lot of time and headache. read more