"Purchased about 20k worth of doors from…"

Purchased about 20k worth of doors from this place. You can SEE THROUGH ALL of our exterior doors. Rustica is claiming that because WE stained them they are not under warranty. These doors are not solid, they are 3D PRINTED! We were able to go to Ace Hardware and order good quality doors for far less. I feel like we were robbed honestly. BUYER BEWARE!

"Make sure you read the fine print (No Refunds)"

Make sure you read the fine print. Ordered a barn door hanger (Didn't open it) and they indicated I will only receive credit to use on their online store. The thing is, that, they do not mention it during the order process... To add to that, they indicated it was because the item was custom made. I replied that I find it hard to believe that it was made custom for me as it shipped less than 4 hours after i ordered it.

"Bought a custom exterior dutch door for…"

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!!

"Do not use Rustica"

Do not use them. They do no stand by their products. They talk a good game but when push comes to shove, they just push you a bit further over the cliff.
1. Ordered a door (paint grade pine) and professional painters have so far painted it twice. I assumed the painters didn't prime it properly the first time but when it bled a second time, I contacted Rustica. I was told to read the fine print...bottom line, not their problem as they state pine knots can be difficult to paint. WHY IS IT LISTED AS PAINT GRADE?.
2. Ordered metal barn doors. First, the sides of the door is wood, there is a layer of meta over the top so you see wood on the sides? Odd? Door arrived scratched, contacted Rustica, again, not their problem, read the fine print. Metal doors are not perfect and may show flaws. Scratches are not flaws? 3. First wood door ordered arrived with chip in door. I contacted Rustica, the chip in the wood was small and we should repair it here when we painted?

My contractor is stuck with their repairs and I receive another bill for his work.

Rustica does not stand behind their products. Don't fall for the fancy website. When you try to contact the owners, you will not be allowed to leave a message. The photo's you see are "publicity photo's" and the smiling customer service reps in no way reflect the customer experience you will have.

"I rank Rustica poorly for a failing of…customer service"

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 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...

"Zero stars ..."

If I could leave zero stars it would be far more appropriate. Had called ahead of ordering to ensure their exterior barn door hardware would withstand the elements and it has completely failed. They claim it to be powder coated paint but the paint is literally flaking off. Please do yourself a favor and look to source a reliable company that does not just yes you to get an order in only to not stand behind it when it fails.

"They don't even answer email"

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 is not helpful, use caution when puchasing"

Purchase a barn door hardware kit from Rustica last week. While going through items I received, I realized all the items weren’t shipped even though the packing list stated the items were shipped. Contacted customer service through email and all they did was doubt my claim the items were shipped and received. Went through everything and verified the two anti jump brackets were not received. Finally got feed up with customer service and told them I will make my own, items are two “L” brackets that attach to the door to keep the wheel from coming off the track. If they don’t support a couple of cheap brackets, how would they support a major issue. Use caution when purchasing.

"I needed 1 barn door track"

I needed 1 barn door track. I was charged for 3.It has taken multiple calls to get money credited back to my account.Customer service was terrible. One women never even responded back as she said she would.
This looks like company ready to fold and screw as many customers as possible.I have been a builder for 45 years and this company one of the worst ever!!