Rustica Hardware

DO NOT BUY FROM THIS COMPANY! I wish I had done my research before ordering from this company. There are plenty of complaints out there so it’s too late for me, but if you are considering ordering any of their products, please DON’T. I spent $ 1475 on a kit that included two barn doors and hardware. I was so excited about receiving it I could hardly wait. Well, I had to wait 2 months to get my order. When it FINALLY arrived, all of the tongue and groove wooden boards were warped or severely marked w/​knots in crucial places. At first I tried to call to just get replacement boards, but was told the company was moving and wouldn’t receive them for another month! I requested a refund as my contractor was not going to be able to wait to complete this project. They never returned my calls, they refused to refund my money or pay for the return shipment. This company is bad news… don’t work with them!

I just had my Rustica Hardware barn doors installed! I LOVE THEM! I needed twice the length (I did two doors on a rail) and needed guidance when ordering. A human actually answers the phone and I didn’t have to press a thousand numbers to reach her! She was so helpful! After the installation I realized I needed a different type of guide for the doors and needed to return/​reorder a set of pulls. I called Rustica, again a human answered the phone, gave her my order number, reordered the correct pulls and floor guide with NO HASTLE! This company is GREAT to work with! I would recommend them with no hesitation! AND, my hardware is fabulous! Great quality and looks great too! The wonderful Customer Service is the icing on the cake!

I wish I could give this company zero stars. This company and it’s products are terrible. We ordered a butcher block top from them, and upon reading the confirmation email that it would take 7 weeks to arrive, we called and attempted to cancel the order. You’d think since it was 7 weeks out they’d be able to do this without issue. However, they insisted they have a 25% cancellation fee, then later told me it was 20%. I asked if my item was in production yet, and they said no. If it’s not in production why do you need to withhold $ 200 of my money.
I am a builder, and I order building materials for our homes all of the time. This is by FAR the worst customer service experience I have had with any company I’ve dealt with. On a different note, they do business under multiple names (
, Rustica Hardware, etc.) so I’ve actually been tricked into ordering from them again doing business under a different name. That experience (with a barn door for a clients kitchen) was just as miserable. The barn door arrived warped and twisted, and I was told that I could not return it. They advised me to lay it on the ground and put phonebooks on the corners for several days… first off, who still has a phonebook, let alone 4? And second, you send me a defective product and then tell me to fix it?
Terrible company, terrible products, terrible responses from customer service to problems that you almost certainly will have.
If you don’t believe me and all of the other negative reviews, just look up their history of complaints (30+) with the Better Business Bureau.

I would give them zero stars if possible. I ordered a butcher block countertop and had to cancel the order within 72 hours because of the 5 – 7 week lead time. The lead time was not obvious on the website nor on the order. The company is charging 20% of the total for a cancelled order. Spoke with customer service and the manager and both refuse to refund the entire amount. I was under the impression that one had 72 hours to cancel all contracts in the US.

All the bad reviews should tell you something. The product is good. I have ordered barn door hardware twice. My third order was a table. The issue — and it’s a huge issue — is that you will not get it any time soon. Nor will you get any effective correspondence — even if you call. You will get a concerned and pleasant person on the phone that will promise to get right back to you. They won’t. If you have a very slow project (VERY SLOW) then you won’t be disappointed with the quality.

Having just moved in to a new home my husband (who happens to be an architect) built a sliding barn door for the entry way to our master bathroom. We ordered the hardware from Rustica Hardware towards the end of October and were told 5 – 7 business days for production. Approximately 2 weeks after placing the order I had not received any shipping info on our hardware so I called their customer service number and was told their production times were approximately 10 business days (not the 5 – 7 as stated at the time of purchase) and that today was the 10^th day of my order in production and it should ship by the end of the week. The next week came and still no shipping info. Approximately 3 weeks after we placed our order we finally received the tracking numbers of the shipments.
Once we received the actual hardware our major problems began. We were missing multiple items from our order including both handles. We attempted to call them during normal business hours on the Saturday after Thanksgiving. When we called the phone line said «All operators are currently busy but please hold and you will be transferred when one becomes available» well apparently the company was closed and had their customers «holding» all day to speak to someone because we waited on the line for over an hour before hanging up and attempting to call back later the same day with the same results.
In addition to the missing items, some of the hardware they sent were different than what was shown in the instructions with the major differences in the spacers. The instructions included adjustable spacers and what was provided was actually a bracket that created space between the door and the wall to account for the trim. Assuming that the brackets would work just as well as the spacers we hung the track and the door on the hangers according to the instructions. However once we got the door on the track we realized that the bracket spacers actually caused the track to sit over ½ of an inch higher than the adjustable spacers would have and we now have over a 1″ gap between our door and the floor.
I was finally able to get through to their customer service today and was told that the missing items from my order were «overlooked» and they would have to place a new order for these items and there would be another 3 week wait until they would ship. In regards to the difference between where the spacers hold the track and the instructions provided I was told that the door that my (architect) husband built was too short. There was no attempt to correct the situation or expedite the missing parts. Unacceptable way to do business in my opinion.

Don’t even consider ordering from their website. Wrong item sent to me and customer service not interested in arranging a replacement without huge restocking fee. This is after a long wait. Very aggravating

AVOID! Doors are nice but customer service is horrendous. Instructions for door are wrong and their service dept admits it on the phone that as written this would cause you to put multiple holes in the door that would need patching. Stain was not as indicated and overall just a horrible experience.

We just built a new home. I needed hardware for 4 barn doors that we had made locally. The website is overwhelming so I called the company —they were a tremendous help! I actually called 4 times before I made up my mind. I over ordered on the hardware because I was not sure of the weight of my new doors.
It took a while to get them installed but once I did I found out I had two hangers I did not need to use. It was past the 30 days in the return policy but they let me send them back anyway (with the normal restocking fee).
Great company to work with and a human answers the phone – that’s a plus in my book. I would definitely use them again. Great customer service.

I recently ordered barn door hardware for my pantry door. I was having a hard time finding the «perfect fit» for our contemporary to modern design in Austin TX, and Rustica seemed to fit the bill.
It can be overwhelming, though, to sift through the options to make sure you’re getting exactly what you need. I called the company and the customer service rep walked me through it all. That helped tremendously, especially when staying within my budget. Oh YES– you can spend ALL the money on this stuff. but Rustica offers a great range of high quality products in a variety of price points.
Barn doors are «hot» right now. I have a piece, though, not purchased from the same places everybody is shopping locally. Consequently, it’s sleek and unique-doesn’t look exactly like all the other houses that have the hardware/​Love that.
The piece is substantial, high quality and all the advice/​suggestions from the company insured that it functions perfectly for our needs. Our contractor’s subs installed it, and reported zero issues. I’d shop here again in a heartbeat.

Do not buy from this company. Every single aspect of buying, obtaining and installing their product has been awful. It took them 6 months to deliver the door. When we went to install the door the middle was warped. The shipped the wrong hardware and told me that they couldn’t ship me new CORRECT hardware until they received the incorrect hardware from me. I rush UPS ed it and was promised they would expedite processing and shipping. Well, a week went bye and I had’t heard from them, so I called. After a long hold they told me it looked like the warehouse received it. Basically if I hadn’t called who knows how long I would have waited. The new hardware they sent was missing pieces. I called to complain and was told that this was a common scenario and they were sorry. Buyer beware. This company, their products and service are awful.

I wish I could give this company zero stars. Ordered a barn door and hardware for a master bedroom and bathroom remodel. The rail was bent… not surprising given the packaging. I had to straighten it… not an easy task for people that don’t have the tools. The door took over a month to arrive. Since it had to match the finish of the new closet door, we ordered it un-​assembled and unfinished. After a careful assembly, staining, finishing, the door was both significantly warped and out of square. Contacted the company via email and Meredith eventually responded. Then I did not hear back for a couple of weeks and had to email again. Meredith finally responded that she had been out and would need to talk to «management» to figure out what to do. Per her request I sent a bunch of pictures to show the problem. And the response?
«I looked into what we could do for this situation. Unfortunately due to our terms and conditions we are not able to warranty the warp in your door due to it not being finished and stained by Rustica. As far as the door not being squared we do have a hard time seeing that in your pictures and again can not warranty that as we have quality control inspect it before it goes out, and again it not being stained by Rustica.»
Note… I am a cabinet maker. I made the cabinets for my remodel. The barn door is clearly defective and the company says it is my problem.
Don’t buy from this company.

My experience is good. I was freaked out by the negative reviews but I did not cancel the order. My hardware showed up on the day promised, it is high quality, the instructions are clear. There was an issue with one of the tracks (pre-​drilled, I ordered it without holes) but they promptly returned my email and another one is on the way at no extra expense so it will be here in plenty of time.

If I could give less than one star, I would. I ordered a butcher block for my kitchen and was told 5 – 7 weeks. At 7 weeks, I called for the status of my order and was told it will be 9 – 10 weeks because they had a ton of orders placed AFTER mine. I have an event and needed this piece in my home before 10 weeks. They were very kind and offered to accommodate me. Put in writing that they would have it to my doorstep by May 15^th. On May 14^th I called to get the tracking number and they said they got busy and haven’t shipped it, it will be shipped out at the end of the month. I needed this piece delivered and installed by May 17^th. I’m so disappointed in myself for not reading these reviews prior to spending over $ 1,000 with this company. I canceled my order and will never recommend this company to any of the clients I decorate for. I’m very upset.

Normally I do research before I order from a company but I could not find any info on this company before I ordered my butcher block countertop until they charged my credit card as «Rustica Hardware». Their current lead times are listed as five to seven weeks. It has been two months and still has not been shipped. I called earlier this week and their customer service told me that it would be shipped 4÷24÷15. Did I receive a shipping notification? Nope! At least an update would be nice. How hard is it to make a butcher block countertop? I have seen videos on youtube of people building their own countertops in one day. Is this company that busy? Hiring more staff would help this comapny alot.

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.

Rustica Hardware and Barn Doors Hardware (
) 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
.
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!!!

Ikea Project from hell!
I checked out these reviews just now after spending many many hours yesterday assembling two doors. I have to say I am not surprised at all by the majority of reviews as I am experiencing a variation on the same theme. This is not a project for an average homeowner. My father-​in-​law is a cabinet maker. His help made this project doable.
As was stated in previous reviews, no labels to hardware parts, vague directions, and in our case slightly different top and bottom pieces (Had one of the pieces not come broken and needed repair we would not have noticed this. The doors would have not lined up together and we would have had to start again. The broken piece went from being annoying to a extremely helpful in revealing that issue.)
The wheel paint chipped almost immediately (Powder Coating instead?)
Instead of going on an on, which I could, I’ll say that the doors are very cool once put together. There is no denying that. I really like them once up.
The business plan of selling difficult to install doors with little or no instruction is flawed. The idea is cool. That’s why be bought them. Future buyers please beware at what you are buying here. These are not for novice DIY homeowners.
I put a call into customer service and was greeted with a friendly guy. I’m going to send some photos of problems I had and followup this review once I hear back.

I’m starting to become a big Unilocaler 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.

We purchased 3 barn doors from them.
First of all, I would like to say both the doors and hardware are of beautiful quality. Really heavy doors, all hand-​crafted. Custom to your order and specifications. So the product and concept are really nice.
Here’s where it gets sticky:
After weeks and no shipping notification, we finally received one box.
In the box was all the hardware for the 3 barn doors, piled together with no labeling on any of the components of screws, wheels, bolts, etc. Some bags even contained all the screws for all 3 doors. It took my husband and I, who are very savvy in construction, a couple of hours to separate and plan what was used for what. NO instructions at all!!!
This was a nightmare!
We also received some wheels with paint knocked off of them and nobody cared other than to suggest touch-​in paint that we had to purchase.
There is some sort of assumption by this company that you automatically know what the hardware is for and how to install it. This is very confusing to receive piles of bolts, screws, wheels, tracks, metal L bars, stops etc, all together in one box and no instructions or labels.
Instructions that don’t exactly apply were only obtained through me making many calls to customer service.
The barn doors arrived weeks after that (no shipping notification again) and the only instructions for those was a cheap piece of paper.
They also do not provide extra lag bolts or spacers if you need them, which in my opinion, the door needs more than what is provided due to the weight. We had to purchase more lag bolts and some other items to make the doors work because we had to take some of the hardware from one of the doors to make the first installation work correctly. They charged my credit card for those items and weeks later, have yet to ship them– which by the way is not legal to charge and not ship. So frustrating! We can’t install the other barn doors without these items.
I emailed customer service several times (they do not respond to their email), live– chatted, called them and nobody can seem to get it together to send the lag bolts, touch-​in paint, and spacers.
Also, nobody tells you when you order a specific track length that it might be spliced and this takes planning in case where you have to put the bracket to hold the splice is not on a stud. So don’t be surprised if your track shows up in two pieces.
In summary: the doors are very nice, BEAUTIFUL craftsmanship, but the hassle and lack of follow-​through might not worth the trouble to some. This company could be so much better. Lack of communication and follow-​up.
We spent close to $ 4k and for that I would expect better customer service, a couple extra lag bolts and extra plastic spacers if you need them.
I believe that this company is under staffed and tries to manage with the people they have which creates frustrated customers and overworked employees.
As an update****
I did receive a call from a lady in customer service who said that they have hired more people and are now working in a different software system that is making things better. We’ll see because I am thinking I need another barn door but not sure I want to take the risk.