Rustica Avis 

I just purchased the most beautiful black steel door with glass windows. So in love it and I received the best customer service.

The lock and latch product is very problematic. I moved into a new house in October of 2020 (COVID delayed) and the latch and lock assemblies went out of alignment in November of 2020. The service department at Rustica said they’d have their machinist look it over for free and repair it. They sent me a custom movie about how to remove it so I could send it back. Because I’d sent merchandise back to Rustica before without getting proper credit, I asked for an RMA.

Cooperation ended and I met the supervisor who reversed course and said I’d need to pay for a new one. Rustica’s historic account is not the same as mine, but reshipping of this item earlier was a result of the wrong configuration being sent originally (didn’t match architect’s specs) and one being sent at random for which I was charged and, despite sending it back, never got credited.

I’d spent Thousands of dollars on 5 Rustica applications. I was surprised that a supervisor would reverse course on his employees over an item costing a few hundred dollars. . After tolerating some rudeness from the supervisor, he finally agreed that I would not have to pay for the item … but then I was waiting months and months for the item to come while looking at a hole where I'd removed the lock. Calls to the supervisor were met with indefinite promises and I could not receive an approximate shipping date. After many months waiting, I posted to Trustpilot. t was told by the supervisor he’d be sending the lock right away, and could I be kind enough to modify my Trustpilot review.

In the process of our conversations, I learned that I could not really expect the lock to do much to secure the closet, and that the handle would go off the horizontal again “with time”. (The one I’ve experienced went out of alignment after a month). A screwdriver will remain in the closet because I don't trust the product not to be locked in.

I’m upgrading my review because applications other than lock and latch are fine, the employees working under the supervisor were kind, and someone finally got the supervisor to pay attention.

We love the heavy duty bi-pass barn door hardware in our mudroom with 3 sets of the max hangers & 1 set of the military hanger for the heavier door. It really glides very smoothly.

I ordered the barn door hardware sight unseen, it arrived as scheduled, missing some bolts as I recall, but the customer service was great, whatever was missing was
promptly replaced, and it worked great.

I love all things Rustica!! I bought a barn door for my bedroom to to take care of an awkward door opening and can’t get enough of it! It looks amazing and I get so many compliments on it! I love to visit the showroom for inspiration and to just look around. I feel like I am in an art museum every time.

I've purchased 3 custom sets of barn door hardware thus far, all varied in design and application, and all have arrived promptly and exactly to my specs. I love the quality and won't buy barn door hardware from anywhere else! I'd buy your doors too, but hubby builds ours :)

Great experience with Rustica. Ordered two custom steel pocket doors. Very happy with the result.

I went to the showroom and the sales associate worked with me one on one to get everything ordered. It was great to see samples and talk to a person.

Ordered handles for the barn door I already had in my kitchen and I love them! I looked everywhere and couldn’t find the size or style I wanted and then came across their website and knew the ones I ordered would be perfect.

Absolutely in love with my metal sliding barn door - easy install (with 2 people) and adds so much to my small space!

Such great customer service! They truly stand behind their reliable products.

Unbelievable experience. So much time wasted on the phone trying to make there wrongs right. Doug is an arrogant customer service rep and could give a crap if he is solving your issues and making you a happy return customer. I can’t understand why they don’t sell there doors as a package with all the hardware and a few pages of instructions on how to hang there doors. The experience has been absolutely miserable and the price we paid for our doors is unreal. There website starts out saying a door for example is $1300 and by the time your done ordering sizes and all the hardware it comes out to be over $2000 plus. Not sure if we will have issues down the road but the one door we ordered came warped. They again acted like it was no big deal. Please don’t order from this company your life will be hell.

This is a high price low quality company. The exterior door we purchased delaminated in year. I would’ve been better off going to my local hardware store.

Left me hanging. Ordered a bunch of stuff a couple years ago. At the same time I worked out a customized flush door handle with them that was supposed to be part of the same order. When the main order was ready to ship (which was delayed a time or two), the details of the handle weren't complete, so we kept working through that. We went through a couple design iterations, they produce drawings, and gave me a price. I had the door cut per the drawing, ordered the handle and then nothing. I spent the next 6 months trying to get anyone to respond and kept getting the run around. Now I need more hardware and thought I'd give it another shot. At least they responded this time, but now they want to charge me 5X the original price, paid in advance of course, before they'll consider producing the part.

So much for living up to commitments.

I made the unfortunate decision to purchase a custom made door from this company. I should have seen these reviews before my purchase. From their website it looks like a company that cares about its product and its customers. However, that is simply a mirage. They proclaim that real wood is used. What they don’t tell you is they put plastic in the wood. The company produces an inferior product at a premium price and provides terrible customer service. You can't get a straight answer from them over the phone. They sell you the product that they want to sell you, not the item that you wanted to purchase. When you contact them to resolve the problem, they do not timely or substantively respond. They do not honor their return policy and couldn't care less about their customers. They are quite arrogant, obnoxious oafs who think they are better than their customers. They shipped me the wrong item and expect me to pay to return it. They have no interest in trying to right their wrongs and are quite arrogant in their treatment of their customers.

I wish I had seen these reviews before ordering. They have pushed pack my door completion date 4 times. No update emails. No explanation. I have to call them to find out what is going on.

When I do call, they are not remotely apologetic. Too bad, so sad, your door is late.

I paid $3,000 for what I thought was quality. Clearly not.

WORST customer service. Our company deals with hundreds of vendors and this is the one and only company we have a difficult time with. Orders are always missing parts, shipped with the wrong parts, or parts are broken or defected when they arrive. Dealing with customer service to correct problems is like pulling teeth. We have been dealing with them for years and today made a vow to never purchase their products again. It's a shame Rustica bought out Artisan. All of the Artisan employees were so great to work with and had the best service. I can't say the same for the Rustica employees.

I wish I can leave 0 stars!
When this company was Artisan, the service was impeccable.
I am an architect and specified several projects with Artisan.

To my dismay in January I placed a new order (called Rustica now) and boy oh boy, the service is aweful and the manager is condescending.

Since i waiting for this for so long now, I am afraid to cancel.

However I did tell, Doug, the manager that the company was wonderful before this year and all he could do is blab about how bad Artisan was. I totally disagreed.

In any case, I will not and I suggest you do not, use them at all.
I am also seeing all the bad reviews now so I know WE know what we are talking about versus the "customer service" rep.

DO NOT USE THEM.

I cannot believe I have to write such an email, given I work in digital retail and oversee customer service. Yet, here we go.

I am so disappointed with this brand, customer service and the hunk of wood that arrived at my home. This has been one of the worst purchases I have made. I was beyond excited to get this product and it was downhill from the moment I hit submit order.

My order was placed at the beginning of December with the assumption it would ship or arrive before Christmas. Boy, Was I wrong. It arrived at the end of January. No communication from your team. I had to constantly reach out to see what the heck was going on with my order since apparently you don’t send updates.

After weeks of following up with you, after you took my money, this thing finally arrives.

THEN WE OPENED THE BOX! The biggest disappointment of them all. My husband goes “wasn’t this supposed to be white?”

And when I looked over, I thought I was looking at a kindergarten class project. There is a chunk of wood that has been half a** spray painted. This looks like polka dots. I am surprised believe you put this in a box and sent to a customer. This was a huge waste of my money.

My husband now needs to do YOUR job and finish the crap you started and sent me.

I will be sure to never recommend this scam to anyone.

Thank you for taking my money, wasting my team and making my husband do your jobs.

Just in case you want to tell me that you sent me something of value, i sent them photos of what I ordered and the thing that arrived at my door

It’s a good looking door. That’s the only positive thing I have to say. First of all, I open my $2000 package only to find...no instructions? Ahh, wait, here it is...hmm, a piece of paper that says “we’ve gone paperless” with a link to the instructions online. Ok, that’s fine. Oh hold up...this webpage is just a GIANT UNORGANIZED LIST of random videos, PDFs, and animations. And many of them CONTRADICT the others! I spent hours just finding the right videos to use (it was up to me to figure out the order to do everything in once I eventually found them), and then more hours figuring out which versions of use, as (like I said), each topic has multiple different variants of the same instructions that give differing measurements and instructions, often contradicting themselves. Oh and did I also mention that we were missing some required hardware? And due to long shipping times on ALL their products I had to go to Lowe’s to get my own replacements to make it work. Door still isn’t finished. No project this simple should be made this complicated.

This has been the single most infuriating purchase I’ve ever made in my life and I will never recommend this company to anyone else.