Rustica — Attraction in Springville

So from the start, we thought that Rustica had the exact doors that we envisioned- not exactly easy to find Double Dutch Full Glass Doors. We ordered them and were walked thru all of our options. We were given information to where we could order our hardware from Emtek. We knew that we would most likely be looking at 3-4 months until delivery- something everyone has been dealing with for the last 2 years. Our doors arrived yesterday- and this was the only issue that we had. The courier service which Rustica set up for our delivery opened up the back of their truck bed to realize that our doors weighed a total of 800 pounds and they only had a dolly to use to get the doors off the truck. This obviously was not going to work and I contacted Rustica, where they told me that it was our responsibility to handle the offloading if the courier company could not handle it or did not have the proper equipment to do so themselves. I was extremely displeased and thought this was completely unacceptable. I spoke to a manager at Rustica, who at first I did not see eye to eye with whatsoever. I stated that I thought that it was an absolute joke and left both companies with so much liability thinking that we were supposed to somehow lift this 800 pound crate off the back of a truck. A lot of back-and-forth went on and suddenly my phone lost service. I think that both of us thought that the other person hung up the phone. By the time I rebooted my phone that same individual had already contacted the courier company to arrange another driver to come by with another truck so they can back the trucks up next to one another and use both lift gates to hoist the door down safely. She also opened up a chat communicating with me and also called me back. This was also after business hours which I really appreciated. On top of that she made sure that I had the proper hardware for the door, and followed up again to make sure the doors were not damaged and in good shape. As I mentioned earlier in this review, I was absolutely livid when this whole situation went down however I will say that she ended up handling it in the end and making everything work! I’ve done a lot of remodels, and business throughout my life and I understand sometimes things don’t go as smoothly as originally planned, but it’s all about finding a remedy for it that makes the customer happy. That is what Rustica did. I would be happy to refer them to anybody for their doors. Our installer cannot put these in for another 2 weeks, but...

I don't usually leave reviews, but I felt compelled to write about our bad experience with Rustica. We ordered double barn doors from them after our contractor said he had worked with them before. When ordering our doors, it gave us options for colors of wood. We were hoping to match the dark brown walnut color of our stair railing, and chose what looked like walnut. When the product arrived, the wood had an orange tone that clashed with our floors. Also, we received hardware for only one door, handles that were the wrong size, and we were missing bolts, soft close hardware, etc. We had been waiting 7 weeks for our doors, so it was rather discouraging to not receive our entire order. The problem came when we called them to ask for help. The girls we talked to were friendly enough, but not helpful. They told us they would send the missing hardware, but when it arrived two weeks later, we were still missing hardware. After 6 or 7 phone calls asking to talk to a manager, we finally talked to Kiera. At one point during the phone call, she actually asked us why we hadn't just gone to Home Depot to buy the bolts we were missing? Seriously? We gave them over $3000 for double barn doors (which we needed to pay for in its entirety on our credit card up front), and the manager told us to go buy our own hardware at Home Depot? Very unprofessional. I work in a service industry and understand just how important it is to help the customer have the best experience possible, or if there IS a problem, figure out how to right the wrong. Even if it means a little money lost on the business side, it helps the customer know you are serious about helping them have a better experience. It also prevents bad reviews like the one I am writing now. Word of mouth is very powerful. Our contractor said he will never send any of his client to Rustica again. That is the power of customer service....or not. Oh, and one more thing, if you order a barn door with wood and think you are getting a solid piece of wood, think again. We took the wood out of our doors to sand and re-stain them a color that matches our floors/railings, and they wouldn't stain. They had put a pressed wood product covered in a wood-looking veneer in the doors. We had to purchase a new piece of wood from our contractor to re-stain and install. For the cost of the doors, we were under the impression we would get a solid piece of wood. I would not order from...

The door is beautiful, the craftsmanship phenomenal. BUT your customer service is mediocre at best, as with most things nowadays. Unfortunately, mediocrity has become the norm in our society, increasingly more so with each passing year. Anyway, we received the door mid-August without the hardware we ordered for it. I contacted customer service 8/15 via text and email and received a call 8/16. They had no idea why we didn't receive the hardware and would look into the status of it. Ten days passed (as of yesterday) with no communication and I called again. And again was told that they have no idea why we didn't receive the hardware but that they got with production and they are waiting on receiving the hardware to then forward onto us. Ten days! No communication, and no hardware! We are in the middle of renovating our home, have taken it down to the bones, and our crew is putting it back together. They are putting in doors and still can't put in our dutch door because we still don't have the hardware. We ordered this door back in June knowing that it would take a couple of months, which it did. So to have a door, which is what takes the most time to build, but no hardware, is frustrating. I understand things happen. And ten days ago I was okay with that fact. But ten days later, I now have to wait who knows how many more days before I get my hardware. It's not acceptable. And it's not acceptable to talk to customer service to inquire on my order and to each time get the feeling that they were being bothered by my issue. It didn't seem that they had much consideration for our not receiving fully our order and the frustration we have because of that. Each time I spoke to them I got the feeling that they were annoyed and lacked care for our situation. It just isn't right. I've had problems with other companies (remember mediocrity?) and usually, more often than not, feel taken care of by those companies when all is said and done. I do not have that with Rustica. I know this is a long review, but I feel it needs to be shared. Some sort of compensation should be made, or some sort of care displayed by your employees should be conveyed. I'm not happy with my experience and won't buy from Rustica again. I hope this review somehow helps your customer service department to improve for other and...