Rustica Reviews 143

Customer Service was entirely missing and I should have known from the lousy photos on their website what I was getting myself into. It's a super expensive item for a plastic trim with bristles but the pictures featured on their site never give you a really good idea what you are buying or how to use it or what tools you will need or even installation diagrams or instructions on the ACTUAL website. I sent them a text from their website, never responded to me. Turns out if you need to trim the bristles you have to use "linesman pliers", who the hell has those laying around at home??? You're not given instructions on how to use these oh so very special pliers that I just spent about $60 on and trying to trim bristles with these pliers feels nearly impossible. For such an exclusive product, that information should have been made available ON their website as in: telling you the tools you might need, showing what the actual sweep looks like, how to trim the sweep itself and it's bristles. It comes with these tiny printed instructions, no pictures, not much else, you are kind of left to figure all of it out yourself. Trimming the actual sweep to size and installing it was the easiest part. What they mean by "linesman pliers", how to use them, what you have to crimp, all that should have been put in a video on their site or at least feature a diagram on the website. I asked why I couldn't just use scissors, guess what? I never heard back.

The customer service is AWFUL. Their website is vague and makes it impossible to order the correct door. After spending $3400 on a custom front door, it arrived without a frame and they did nothing to help fix the situation short of telling me I need to pay them another $400 for misc lumber to get it installed properly. THE WORST customer service and so much for the so-called "satisfaction guarantee". Will never order another door from them and I am a designed and GC.

I left a bad review last year when we got a damaged door and they refused to help us properly. Now a year later a door that's over $2000 isn't even properly coated and paint is just chipping off. This company needs to close they are stealing people's money.

Customer service is excellent, even 2 1/2 years after my hardware was delivered. Massive delay on install and they were still super helpful. Hardware worked perfectly. Looks incredible!

I am trying to figure out where to buy my front door and am in the beginning stages. I saw an inspiration picture and texted it to them. I asked if they can make a door like that and I gave the measurements so I can get a quote. I received a text stating "Thank you for your interest in Rustica and Artisan Hardware. We are excited to assist you with your inspirational project. In order to present a design to our team we require a $500 design deposit. If the team decides not to move forward with your door then that will be refunded"
I texted back "That is ridiculous!"
I am so glad they gave me a warning sign right away!! I am sorry for the people that had to learn that this company is terrible way too late!

OMG - I agree with the lady from Colorado
I spent almost $10k from this company
The Doors came and on the face of it are beautiful
2 side lights , cottage exterior doors
Within 4 weeks of installation my contractor pointed out RUST
Everywhere - 60% of the metal is rusted
I’m in San Francisco For gods sake
It never snows and we had 2 days of rain
It’s May 7 and they were installed 4 weeks ago
This Portico warranty disclaimer is BS
My neighbour shave metal doors for years
Nothing to do with Porticos
This is bad workmanship / not properly sealed or not sealed at all
This specially is an exterior patio door to the back garden
Huge - 108” width
I’m hope Rustica will honor its product, i will be calling them 1 st thing tomorrow - Monday May 8 2023

Today is Monday May 8th - noone has called me from Rustica. They have passed me onto a sales rep.
They are emailing to claim I chose the wrong door - not steel but should have been Aluminum - San Francisco it rains so steel is not good - complete nonsense. The doors have not been on for more then 1 month with 2 days of rain - its spring not winter.................I just cant believe this.

Avoid like the plague
Cheap metal Rusts out quickly
Have 3 doors
2 a little over 18 mon
I around a year
The rust is really bad and when I called in it was just sorry you are out of Waranty
If you’re thinking about buying a steel door, Try Pinky’s
Rustica steel doors suck.

Asked for help through the messaging system. I wanted to make sure a door I was going to order would work with my measurements. I sent the sizes I needed. I sent them measurements and they sent a rude comment back to me. They stated we are not there with you Melissa so we can't give you measurements. I said I just sent you measurements, and then they asked if I am a contractor, I said yes. So I sent an actual photo of the measurements my carpenter took. They responded, are you not the contractor? I said YES I am the designer and this is the measurements my carpenter took. I mean what a dam run around!! They just lost a sale.

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.

BUYER BEWARE!!! They created a duplicate order, charged me twice for the same order and even though their customer service representative IN WRITING said "Yes I do agree with you, this was clearly unintentional.", they want ME TO PAY RETURN SHIPPING or "USE IT ELSEWHERE".
THIS COMPANY IS A SCAM. DO NOT GIVE THEM YOUR MONEY!!!!
Now my emails go unanswered and they have almost an additional $700 of my money. SCAM SCAM SCAM

I have been in business for 45 years and in that time have dealt with good customer service and not so good customer service. This is worse that not so good. I made a purchase in july 2022 and received package in August. Package was not damaged but when opened the track was bent and hardware was missing. Customer service advised me to pay for new track and missing hardware to process order and would be credited to me after I received. When the box arrived it was empty. After numerous attempts to get my product I have finally had to resort to legal action. BUYER BEWARE

This company charges premium prices for USA made hardware. The reality is, while I want to buy USA made, the quality and construction doesn’t justify the inflated prices. The instructions on their websites doesn’t match the hardware you get, and my order was a mishmash of pieces that just don’t work. When trying to address these concerns their customer service will try to charge you for parts that are clearly shown in the installation instructions online that weren’t provided. Another call to customer service after getting another set of mystery parts and I was informed some parts in their instructions aren’t even in production anymore. The anti jump bracket doesn't work with the rails provided for the wood slats. You have to drill through metal to install them. Look elsewhere

I purchased a exterior barn door being used to replace a garage door. The sales person knew we live in the Northeast and its climate changes. After 5 months the door has split and the paint has peeled. Rustica told me that the garage door needs to be under a portico. It will not do anything for me since their exterior doors need to be protected from the sun. Paid over 7,000 for a door that did not last for 5 months. There was fine print on the purchase receipt saying the door needed to be under an overhang. Don't advertise exterior doors and inform a customer when the order is completed that the door needs to be protected from weather. BE HONEST AND UPFRONT!! Would never have purchased this.

I ordered a dutch door in March and am still waiting for it to be shipped. The website says expect shipment in 20 days, but it has been almost 10 weeks and it still hasn't shipped! I have contractors waiting for it in order to finish a remodel project and every time I call Rustica to check on it -- they give me a different shipping date. And they are rude about it. Why say 20 day delivery if that isn't even close? To get the sale, of course. So they've had over $3K of my money of months, and I have no door. Won't be doing business again with them.

We would advise anyone considering this company to steer clear. We purchased a $7500 exterior door from them. The door is split from top to bottom and you can literally see outside. Great for an exterior door! Installed under a completely covered porch. We've contacted the company several times only to be ignored. We are proceeding with court action.

I purchased an exterior door through a 3rd party that carried the Rustica doors. I questioned its durability due to our climate and also asked if there was a warranty and was told yes to both. I didn't really pursue it or check reviews on my own and trusted the 3rd party, because I just loved the look of this door. The door was ordered and was installed January of 2020. I loved it.
This fall I looked out at the door and there was a crack through to the outside. I couldn't believe that in 18 months this door failed, and they are not cheap!! I called the 3rd party and he told me the warranty is for 1 yr. How convenient.
It ended up that my 3rd party guy said he would replace it at his expense and that Rustica was not inclined to help due to the warranty lapse.
DO NOT BUY AN EXTERIOR DOOR FROM THESE PEOPLE! Do you due diligence on their warranty. You must have an acceptable overhang or a portico or something else to cover this door to make sure it never is exposed to the outside. These doors are not made for exterior doors in any way.
In the end I decided not to replace this door due to the time and expense (as I was willing to help my guy out) as well as thinking the 2nd door would fail as well and maybe even worse from some of the reviews I've read . I would give this company 0 stars if possible, and oh, by the way, the BBB of Utah says they are not accredited and are rated at a D-. Surprise! Surprise!

Bought a door March 2020. It has been installed for over a year and when it rains the door leaks horribly. We have had smaller issues that I have reached out to rustica and they offer no help and take weeks to even respond. I paid several thousand for a custom door and have had nothing but issues with finish peeling off, missing pieces upon arrival, and poor customer service. I would NOT recommend doing business with Rustica!!

We havent installed ours yet as we dont have a door but opened up our white door hardware and love it! The quality is just amazing and there was bolt that came in that was the wrong color and calling the company to have the correct color sent was absolutely seamless and received the correct color quickly!

We recently bought a home with a rustica door and we love it! Lots of compliments. My only wish is it could lock somehow to be more toddler proof.

These guys make amazing doors. I bought the Ponder mirror sliding door and paired it with a ceiling Recessed cavity slider soft open/close track system and it worked great. Customer service was great too. I will be buying my front door and garage doors from these guys eventually.