Rustica Hardware

We purchased an entry door from Rustica for our new house in Colorado. It was the modern cottage model to be specific & cost over $4K. We were not able to get our Certificate of Occupancy (C/O) because the door did not meet standard building codes in regard to thermal breaks. It does not have one. In a nutshell a door must have a thermal break so that the cold stays outside & the warm stays inside in the winter. If there is not a break, condensation or frost can occur, & it is occurring. This subsequently can encourage degradation of the door materials. Our contractor had to construct a temporary door in order to get our C/O, then switched back to the Rustica door. He communicated with Rustica about these issues & was told they had no idea what he was talking about. He was also told that we should be aware of what the codes are in our area. He dug a bit deeper & found out that the same “universal” building codes apply in Springville, Utah where the doors are manufactured & they apply in most other municipalities in the US & other parts of the world. This has been a very frustrating experience. It is a beautiful door, but I would expect that if I am ordering a residential exterior door for $4500 from a “legit” company, it should pass universal building codes. Bottom line, Rustica makes aesthetically beautiful doors & I would hope our issue is not the case with all their doors. Be VERY careful if ordering from Rustica & ask the questions you really didn’t think you’d need to ask.

Awful customer service for a $3400 customer front door. Website was unclear and conflicting about what kind of door I was ordering. It arrived without a frame (yet I ordered a "metal framed and hinged door". I am now stuck trying to build a custom jamb for this door and the only thing they offered to do for me was make me pay another $400 plus shipping for piece part jamb materials that I can buy locally for half the cost. So much for their satisfaction guarantee. They guaranteed me nothing but pay them more money to get what I need to install this door which I now basically have to throw out.

I have tried to give this company the benefit of the doubt, as they SAID they would refund me after twice sending the wrong doors, overcharging me, losing the hardware, etc. But after weeks of them ignoring me completely after emails and phone calls asking where the heck my refund is, I decided enough is enough, and I would at least hopefully save others the headache that I have gone through. Think twice before you order from this company.

Very poor customer service. They do not actively listen, and could care less about getting the details right. Expect to be on your own if technical issues arise... they will just keep repeating nonsense that is not logical, while LITERALLY telling you how great and knowledgeable they are (to the point it's hard to get past their self-aggrandizing and shift focus to the real reason why we are both on the phone). Entitled describes their approach perfectly. They truly do not understand their product, and have zero respect for the customer.

Long lead time nearly turned into a project sinking fiasco. They produced our whole order except the door handles but refused to ship until the whole order was filled. Customer service told us on a Wednesday that the order would ship by Friday. We called back Friday and were told the order had shipped. We never got a shipping notice, and had actually never even received an order confirmation or any other correspondence from the company. The following Wednesday (a week later) we called to check on the order status as we were expecting the package the next day and were told nothing had been shipped and the handles were not even manufactured yet. Rustica bold face lied to us and made excuses the whole way. It wasn't until our GC and the architect got on the phone with them and threatened to never spec Rustica on any projects ever again that they suddenly magically had our order produced and in the mail the same day. After 10 hours of installation time the door actually looks pretty good, but unless waiting for months and dealing with awful customer service is worth it to you, then stay away.

We received a custom quote from Rustica for one of our customers at the end of October for two sets of custom doors and track hardware. Worked through details. Ready to sign off mid November, and upon calling to place the order are now told that the lead time has extended from the stated 7-9 weeks to 18-20 weeks. Rustica made no effort to contact us regarding this internal change in policy. I only found out about the change when I called in to place the order today. This wreaks of a company who's slick website and marketing has outrun production capability. Be warned - unless you are ordering their off the shelf product, or are wiling to wait 5 months for your hardware, look elsewhere. As a trade professional, we rely on sub contractors and vendors to honor their quotes and not over-extend themselves. We were excited about the hardware and the doors they quoted for us. Unfortunately, Rustica will be crossed off of our list of vendors for this type of product moving forward. Buyer beware.

Hardware is of a good quality for sliding barn doors and even better customer service. Good company that stands behind their products.

I bought a door manufactured by Rustica Hardware and sold by Houzz. Unfortunately, the finishing of the door is very poor. There are nicks and dings in it everywhere. Even if the areas where the paint and finish are chipped off were transit issues, the wood itself has marks and grooves that are unsightly and painted over, so that was definitely manufacturing. The door comes in a TON of pieces, so if you are planning on hiring someone to assemble it, or assembling it yourself, make sure you factor in that extra cost and effort/ time. The quality is not good. The seams do not line up well. There are gaps that are pretty obvious. On one of the pieces there was an 8 inch long crack in the wood itself. Also, the "x" on the bottom front is attached with 12 screws on both sides and they are obvious and unsightly so you'll have to get plastic covers or wood putty and paint or something so they aren't visible. The door description makes no mention of this extra step, yet the pictures you look at online show no screws at all, so that is really not clear advertising. Adding in all the extra effort to remediate the door quality issues and screws and cover/ paint everything, I can't say the door was as good a deal as we thought it would be. It is a nice heavy wood, so that is good. The hardware is fine.

I am a contractor/designer and order a bi-parting bypass system for my client's home. I spoke to a customer service rep twice to completely go over this project in detail and they even specify that they will help ensure you get all of the parts and line things out correctly. The "trade" rep even placed my order for me I did not use their website. The customer service rep failed to tell me that I would need overlap space for each door and that the opening and the stack back area wouldn't be completely covered. I have 4 knotty alder custom doors I know have to eat and remake because of the false information she gave me. The hardware was also extremely tedious to put up and came with little to no instruction. When I called several times looking for a solution they couldn't help me with one and then told me they searched their customer service calls and just couldn't find the playback on my call from that day. How convenient for them. DO not use this company!

Ordered Two Barn Doors. The barn doors worked out incredibly well. Great quality and easy to install. We will use Rustica Hardware again and again.

My $3000 barn door and hardware arived damaged, missing pieces, no instructions and weeks after my ETA. Joseph and Derek always use the excuse they need to email another department to find out what's going on and consistently never get back with me. This is going on 4 months now and I still have a horrible looking door no replacement parts, and no answer on when I will get the parts. But wait, they said they will send me a coat hanger for my trouble. That was over a month ago and still haven't even got that. Not that I even wanted a coat hanger. This company has no clue and there customer service employees should stay home, they certainly aren't doing anything when they get to work.

I ordered a "white distressed" barn door which arrived and the color was a cream with brown "distressed" markings nothing like the picture on their site indicated. While they advertise 100% satisfaction guaranteed - they would not work with me on any discount or return. I would never recommend this company - their customer service is less than desirable.