Rustica Home & Hardware

We are very sorry with the inability to reach our reps and the lack of correct communication about delivery timesWe will cancel this order as a courtesy with full refund as consequence to us not meeting our estimated lead times and not informing you properlyPlease let us know what else we can do for you as a custom manufacturer we do request some flexibility in our build times but apologize that it did not meet your needs.thank you, Josh

Each item is listed in a customers cart before the order is placedThis is designed specifically so that customers may review what they purchased before the order is placedOur hardware has a starting price of about $a setThe option for pre-drilled holes is listed for the track product and not the doorsOur least expensive doors have a starting price of $This cost is for a single doorNo where on our site is it listed that the hardware comes freeHad the customer purchased two doors and hardware the order total would have been closer to $1,All of our prices and products are clearly listed on our siteBecause of this and the customer being over our day policy, we are unable to provide any further solutions other than sell the customer new doors to go with her hardware

We were trying to address the issue and send the appropriate fixes but after numerous attempts with the custom product, we determined to build them an entirely new door assembledThe order is finishing in production to send to the customer and he understands our solution

Rustica has been working with the customer to insure they receive the correct itemsWe have sent replacement hangers that match the previous ones sent and are currently working to send missing parts from a previous order to the customerRustica is willing to work with our customers to insure their satisfaction with the products they receive

Complaint: [redacted] I am rejecting this response because: In receipt it show as hadware door combo with free attached hardware and free pre-drill to door....no where is hardware alone dollars...this company reciept even says satifaction guarantee and were are not satisfied with hardware that should cost less that dollars with no doors Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:Rustica did not contact me to offer me a refund and to take care of the shipping cost if they want to get the piece backThey did sated by emeil today that someone had called me instead of email me but no one called me I just got emails from Nateisha and she never agreed to refund and take care of the shipping cost f Rustica wants to get the piece back.I just want my refund and free shipping labels if Rustica wants to get the piece backThank you Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Their web page on which you order the material DOES NOT STATE that there is no warranty with unfinished unassembled doors. In addition, the recommendation to not use glue is ONLY A RECOMENDATION. No where do they make it clear that using glue voids any warranty.Deceptive trade. Sincerely, [redacted]

Customer received rails that were damaged in shippingBecause of the length of our rails this does sometimes occur during shippingLooking at the pictures received showing the dent in the rails Rustica resolved that the best solution would be to install the rail and the bend would straighten out The customer refused to do so on multiple occasionsTo resolve this issue and insure the customers satisfaction Rustica sent out replacement rails Replacement rails were ordered on 1/21/and received on 2/8/by the customer

Rustica Hardware has reached out to this customer to resolve any issues with his blocWe have offered to replace his bloc and bring his older bloc back at no chargeIf the customer does not like this solution and would prefer a different one, Rustica has offered a $refund to the customerThis amount is just over 15% back on his orderRustica hardware is dedicated to the satisfaction of or customersWe are currently waiting for a response from the customer as to what resolution he would prefer

Our procedure is to file a claim on a missing shipment with UPSConsequently we have filed a claim for the customer, We also spoke with the customer and informed them we will contact her when the UPS investigation on her missing product is completedWe Apologized for the misunderstanding between the new employee and the customerWe are taking all steps necessary to resolve the missing shipment

Rustica hardware is glad to replace any damaged or warped doors as long as it is within our day period and covered under our warrantyCustomers order was placed back in AprilUPS shows that customers complete order was sent and deliveredCustomer did not reach out to Rustica about missing hardware until AugustThis was months after the customer received there purchaseRustica has a day policy in which we can replace any missing or damaged itemsBecause the customer was over the thirty days we were not able to replaceThe customer purchased additional hangers with our company which we did provide to him with a 40% discountIn September the customer contacted us again about additional pieces he was in need ofBecause we work to give our customers a good product and insure their satisfaction, Rustica has shipped the customer the additional pieces at no additional chargeThat same day the customer informed us that his doors were "Out of square"He did not supply any pictures for us to referenceWe offered him a solution of applying weights to correct what we assumed was a warp in his door since there were no pictures to referenceThe customer was told that if this didn't work we would be willing to send complimentary replacement slatsThis is an exception we were willing to make for the customer even though they are outside of warrantyRustica did not receive any word from the customer about wanting replacement slats

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meWe have not received the new items yet, but trust the company will continue to work with us in getting these parts to us
Sincerely,
*** ***

Rustica reached out to the customer on 5/A voicemail was left with the steps that Rustica would be taking to resolve this situation with the customerReturn labels and a Return aurhtorization were sent to the customer on 5/to the email : ***Once this product is received back a refund will be issued for the total cost of the product

Complaint: ***
I am rejecting this response because: I was never highly encouraged to purchase the doors put together and finished by this companyI didn't see anything that stated the potential possibility of the doors warpingThe doors were very expensive delivered as a kit and the cost per door put together by this company was an additional $per doorThat price highly encouraged me to buy them as a kitI will not purchase anything else from this companyI would like the company to reimburse me for the warped doors
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I have been in the construction business for over years and I have never purchased a product that is guaranteed for only daysI guess it's my fault for not fully reading the terms and conditionsI would have never purchased the doors had I read thatWhen you pay $for an unassembled door you would expect the wood to be fully kiln dried and not warp after installedI believe the company should make it more clear that the doors are only warranted for days as well as the high risk of warpingAs I stated before I did everything the right way to make sure the wood was fully acclimated before building and installing them and still all three doors I purchased warpedI believe this company knows that despite your best efforts the doors will warp hence the day warranty and once the doors are stained and sealed the warranty is voidThe warranty itself is an admission of the poor product quality and the company not standing by their productI will never purchase anything from this company againI will also let every builder or potential buyer of their product know how they treated me and their poor product quality
Sincerely,
*** ***

It is stated in our terms and conditions that once a product is installed we are no longer able to return or exchange itBecause the customers door and hardware have already been installed we are no longer able to offer any returns or exchangesAs a customer courtesy, Rustica is willing to offer the customer a $as compensation

We did receive this information from the customer we came to the resolution of sending them the replacement parts that they needed and we paid all extra costs and fees to get it to them over nighted

Rusticas' doors do come in kits that need to be assembled unless other wise specifiedDuring the ordering process the customer has the option to order the door as a kit (tongue and groove slats) or assembledA helpful link is also provided by this option in case the customer does not fully
understandThis link specifies the difference between assembled doors versus the kit door This link also supplies pictures showing the product assemblyIn regards to door warpingIt is listed in our terms and conditions that we can not except return of any product that is past the day return/exchange policyIt is also stated that once the product is altered in any way we are no longer able to accept return of that productIt is the customers responsibility to familiarize themselves with these termsRustica is always working to assist our customers in any issues that may ariseBecause the customers issues are against what is listed in our terms and conditions were were unable to replace the doorsHowever solutions are provide to help the customer rectify the issueThe customers are advised to apply weights to the door or cross grain the woodBoth of these solutions can help to straighten a warped door

Rustica has reviewded this issue and had agreed to send the customer different guides at no additional costThe customer had already purchased new guidesWe have reached out to the customer and have agreed to bring the Double roller guide back on our dollar and refund the total amount for the
guide