Rustica Home & Hardware

I would love to look over this case for Mr ***Can he let me know of any other phone numbers he may have used to speak with one of our sales individualsI am not finding the phone number we have on the order, having come through in the time frame listedRight now it appears the customer
ordered online without assistanceIf this is the case it would be the customers mistakeIf the customer would like to get a hold of me with new information, I would love to help him. Mike G*** -###-###-####

Complaint: ***
I am rejecting this response because: $is a slap in the faceThe only resolution that will work for me is eithet a mirror imaboth sidthe door it was meant to mirror, or a full refund of my purchase price of $and Rustica pays for the return of the doors and all hardware.Christina states that she is the manager and that the company owners do not deal with clients at allHer title is Customer Services Assistant ManagerI'm having difficulty in understanding the chain of command in this company.
Sincerely,
*** ***

Attached is the customers original receiptThis receipt shows that the customer only purchased hardware through usWhen the customer contacted Rustica about these issues the offer was extended to help her purchase the doorsThe customer refused We do not have the option on our website for
free hardwareWhile going through the ordering process we have the option to add hardware to the customers door orderThis comes up in a separate window and both windows ,the door and separate hardware window, need to be added to the cartOnce the customer proceeds to checkout the items they are purchasing are listed in their cartIt is the customers responsibility to review their cart before ordering and verify their order is correctOnce the order is shipped and received the customer has days to review their productIf it is not up to their standards they have the option to return or exchange their productIf the customer is outside of the day exchange/return policy, Rustica is unable to except any returns or exchangesThis is listed on our terms and conditions pageIt is the customers responsibility to review these terms and conditions when ordering

I just finished reviewing the case. 1) We manufacture our Barn Door Hardware here in Provo, Utah (right here in America).  All the Tracks , Wheels, Hangers, Handles and Pulls, Door Guides, Anti Jump  parts, and stops and Spacers are manufactured right here. A few parts (amounting to...

less than 3% of a standard Barn Door hardware system) are brought in from the Market. Bearings and a some bolts or screws are generally bought in the outside market.  2) The customer service rep did offer to replace the bolt the customer said did not fit. He did not tell the customer to cut off the bolt. He did offer a suggestion to add additional washers if the customer did not want the bolts replaced. 3) the system the customer received was sound. We would have been more than happy to send a different size bolt out to satisfy the customer.Mike G[redacted]Consumer Direct ManagerBarn Doors and Hardware

Rustica has received the pictures of the warped doors and come to a resolution. Unfortunately we are unable to replace these door.  It is listed in our terms and conditions that: "Unfinished doors, headers, and tables do not have a warranty against warping because of changes in climate that can allow the door to absorb moisture during transit (causing the door to warp). Incorrect finishing of a door can also cause warping which is why we highly encourage our customers to allow us to finish and ship their door finished."  It is the customers responsibility to read and understand our terms and conditions before placing any order with us. It is understood that when a customer completes an order with us they are also agreeing to and aware of these terms. Because the customers doors were purchased without a finish they are not covered under this warranty. Rustica is willing to offer a discount for the purchase of another door. However we are unable to replace or refund these doors due to the fact that they are not covered under warranty.

Rustica has reached out to the customer and requested pictures or the warp on multiple occasions.  Customer claims he is unable to do so and the the pictures keep getting rejected. We have never had an issue of our site rejecting pictures, and continue to receive pictures from other customers daily.  Rustica does not cover any product that has been altered or changed by the customer. This is to protect against improper staining of product. Rustica is also unable to accept return of any product past our 30 day return or exchange period.  This is listed in our terms and conditions and stated because Rustica is always looking to improve its product and can not guarantee that products be alike. We are dedicated to customer service and always willing to resolve an issue if brought to our attention within this time frame.

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 assembled. The order is finishing in production to send to the customer and he understands our solution.

Rustica was made aware of this issue when the customer first received their product. The customer had never specified that they would like the doors mirrored. However, because the customer had pointed out some small damage points to the doors Rustica agreed to replace. Rustica paid for the shipping...

of both doors to be returned to us. We then started to manufacture new doors with the mirrored pattern. The customer received the replacement and upon delivery noted that the doors had arrived incorrect. The incorrect door was never returned to Rustica, even after several attempts to schedule the pick up.  Rustica again acknowledged the mistake on our end and started the production of yet another door.  Customer service went through the effort of checking the door before it shipped to insure that the mirrored pattern was correct. We regret that only one side was mirrored. Rustica would have been more than willing to replace the door once again. However, the customer installed this new door. It is listed in our terms and conditions that once a product is installed or altered in any way we are unable to return or exchange that item. Rustica has still acknowledged the error on our part. In an effort to still work with the customer we have offered to compensate the customer $350. Unfortunately rustica is also unable to refund the customer the cost of her contractor because it is also stated in our terms and conditions that "Rustica will not be responsible for any contractor expenses and/or other fees incurred" It is also stated that " Please do not arrange for an install until you have received all correct items from your order." Rustica is more than happy to offer the compensation listed above. However, no compensation can be given until the receipt of the customers old door is returned to us.

While unfortunate, the reality is that sometimes mistakes are made, we have done all in our power to correct the situation as follows. Upon receipt of this complaint we investigated further to come to a better understanding of the entire situation. The customers door slats were indeed sent...

incorrect, and the original customer service rep did not handle it in an appropriate fashion. Our top customer service representative then contacted the customer and worked with her to see which solution was most acceptable to her. Rustica offered to send another replacement slat and have the top customer service representative oversee the construction to ensure that the correct item was sent. In addition to this, Rustica offered to give her a partial refund to help offset some of the costs of construction. Unfortunately, because of the lack of service the customer received initially the customer decided that would like to return her order for a full refund. Which we accepted completely. We have sent the customer appropriate shipping information to bring the order back at no cost to the customer. Once Rustica receives the order back, the customers refund will be processed in a timely manner. We are sorry to see a good customer go but we are doing everything in our power to review what went wrong and how it can be corrected so that this situation will not happen again.

Rustica Hardware has reached out to this customer to resolve any issues with his bloc. We have offered to replace his bloc and bring his older bloc back at no charge. If the customer does not like this solution and would prefer a different one, Rustica has offered a $150 refund to the customer. This...

amount is just over 15% back on his order. Rustica hardware is dedicated to the satisfaction of or customers. We are currently waiting for a response from the customer as to what resolution he would prefer.

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]

Our normal procedure is to file a claim on a missing shipment with UPS. Consequently 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 completed. We Apologized for the misunderstanding...

between the new employee and the customer. We are taking all steps necessary to resolve the missing shipment.

Each item is listed in a customers cart before the order is placed. This is designed specifically so that customers may review what they purchased before the order is placed. Our hardware has a starting price of about $300 a set. The option for pre-drilled holes is listed for the track product and not the doors. Our least expensive doors have a starting price of $448. This cost is for a single door. No where on our site is it listed that the hardware comes free. Had the customer purchased two doors and hardware the order total would have been closer to $1,000. All of our prices and products are clearly listed on our site. Because of this and the customer being over our 30 day policy, we are unable to provide any further solutions other than sell the customer new doors to go with her hardware.

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]

Rustica Hardware does not offer any warranty on unfinished doors. Details on our warranty can be found in our "Terms and Conditions" link located at the bottom of the page. It is the customers duty to read through and understand all terms and conditions before purchasing our product. Our customers...

are important to us. As a result we do our best to bend over backwards to help our customers. In this case our customer admitted he had glued the doors together. It is written in our assembly instructions that " We recommend a dry assembly. It is recommended you not use glue or adhesive of any kind." It is also listed in our "Terms and Conditions" That any change to the product will void the warranty. The act of adding glue changes the product and makes it unusable. As a result we are unable to refund or return the customers product.

I am sorry also, you have a beautiful product that I wanted to use. But human error always hurts a company.
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]

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 600 dollars...this company reciept even says satifaction guarantee and were are not satisfied with hardware that should cost less that 100 dollars with no doors.. 
Sincerely,
[redacted]

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

satisfaction with the products they receive.

Complaint: [redacted]
I am rejecting this response because: I emailed pictures of the warped doors again as soon as I received their latest response. I have not heard from them since. I applied weights to the doors in order to get the doors to flatten out. I'm still waiting to see if that works. If it doesn't work it seems my only option to make my clients happy is to buy new doors at my cost from a reputable company that actually stands by the product they sell. 
Sincerely,
[redacted]

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]