Rustica Hardware

Reviews 3

MI

Michael DeShazo

Okay, these guys have great looking stuff but their customer service is horrible. In fact, our overall experience was horrible. It went something like this. We went down to look at some doors. The showroom is about an hour from or home and we were in the area so we dropped by. As we were talking to a rep, my wife asked them about their horrible reviews on google and yelp. They said something to the effect of "if you want good reviews on those services, you have to buy them". Sounded odd at the time, but not implausible. Turns out there was something to those reviews. We picked out a door, with the proviso that it would need to be held by them for a few months until our remodel was at the point that we were ready for it. Also, we needed a recess routed in the door for the interior handle. No problem, they said, so out came the credit card. A couple of weeks later, the phone calls started. They left me numerous voicemails wanting to know when we could pick up the door. Attempts to call back were foiled by their absolutely unmanageable phone system, it was a massive exercise in patience to get through to an actual human being. I finally just stopped trying to call back. They would call, miss me and leave a message. I figured that one day I would actually catch one of their calls and talk to them about everything. That finally happened in early July, at which time I informed the girl on the phone that they agreed to keep the door for us until we were ready for it. Her response was, "so, youll pick it up by the end of the month, then?" At this point, I was over the whole experience and agreed to pick it up sometime in August. On the 15th of August, I hooked up a trailer and made the hour long drive to get my door out of their warehouse where, apparently, it had been taking up the last bit of space and causing problems since we bought it. When I got there, lo and behold, it was still on the showroom floor, right where it was when we first saw it, and right where we left it. It literally hadnt moved a single inch. Mind you, this is a very large space and our door was taking up almost none of it, imagine a single door in a warehouse and you get the picture. Not only that, it looked pretty great sitting there, as a display of their work. Whatever. I grabbed the door and left. Only after I got home did I realize that no recess had been routed out for the interior door handle. So, I called and I went through the interminable phone system process, and I waited until I got someone on the phone, only to be told that they dont do that whole, "fitting the door handle that they sold you into a door that they also sold you" thing anymore, they hadnt for some time now, at least a month or more, I guess. But, fear not, as they were willing to make an exception for me. If I brought the door back to them. Or I could get store credit. Or "a decor item shipped for free". I am not sure if that means a free decor item or free shipping on a decor item. I AM sure that I am not driving another two hours roundtrip to have someone whack disdainfully at our door with a router. I am also sure that we wont be needing store credit after this experience. I dont think a decor item, or its shipping will be an issue for us either. So, in closing, do yourself a favor and, if you absolutely must have one of their products, be prepared for a pretty unfulfilling experience. A frustrating one, even. If you can go in a different direction, do that. The two bright spots in this episode of cat herding were Mitch and the showroom. Mitch was great, unfortunately others got involved and canceled out the Mitch factor, making it a miserable experience. The showroom is really cool, I could live there. I wish it reflected the rest of the experience, but it didnt. Oh yeah, free ice cream. They should serve it with free Xanax.

LE

Lexie Scoffield

We bought two barn doors last year while building our house. We went into the show room to pick out our doors and get the details nailed down. We purchased the doors through the company we are building our house with because we had rolled the price into our final purchase price. A few months ago we noticed the slats in the door had shifted exposing unfinished/unpainted wood. This was extremely surprising given the doors were not inexpensive and supposed to be good quality. I emailed the company and the guy I worked with was extremely nice and sent me a can of touch up paint and told me if it didnt work we would go from there. The touch up paint they sent me was a very bright white and our doors are in off-white. Not to mention the wood that was exposed was a very rough leaving a very funny looking finish once painted I emailed in last night to let them know that the touch up paint did not resolve the issue and in fact had made it look worse. Shortly after I received a phone call from customer service letting me know that they would not work with me and only work with the "customer" (which would be the company that built our house). So apparently a couple months ago when all I needed was a can of touch up paint I was the "customer" but now that the company has realize theyve made a mistake on their end and the issue is bigger I am not the "customer". Their customer service girl was extremely unprofessional interrupting me and cutting me off multiple times. This is so extremely upsetting and the company doesnt have one care or concern about it. In my opinion this shouldve never happened to the doors to begin with and the company shouldve fixed it with no questions asked.

AN

Angela Rowan

Not happy one bit with my order. I called the company instead of using the website ordering system because I wanted to make sure I was ordering everything correct. We ordered the Industrial Hanger system with the Ranch style door. I exspected my Ranch Door to look like the picture they advertise as the Ranch Door, it is NOT. On the cross bars they are screwed on with a million screws SHOWING. When I called about it they said the person taking the order made the mistake of asking if I wanted them glued on or screwed on. Of course I would want them glued on like to the picture shows. I received the doors in pieces which I had to put together, not what I exspected. When putting it together the company predrilled the holes where the bolts go but, they failed to look at the wood knots on the door so when you screw the bolt in and it hits the wood knot so the door cracked. Very common and common since tells you you should NEVER put a screw into a wood knot because it will always CRACK. Also, they sent the wrong door guides for my style door and left several parts out of my shipment. The BEST they could do for me is offer a home decor item on the website for free...NO THANKS. I would rather just get what I PAID for. I would NOT recommend buying ANYTHING from this company.