Rustica Home & Hardware

Customer received rails that were damaged in shipping. Because of the length of our rails this does sometimes occur during shipping. Looking 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 occasions. To resolve this issue and insure the customers satisfaction Rustica sent out replacement rails.  Replacement rails were ordered on 1/21/2016 and received on 2/8/2016 by the customer.

Complaint: [redacted]
I am rejecting this response because: This is a weak apology for...

all the stress and mess of a simple online purchase. They offer an expensive item and treat their customers poorly. As if they should bill the customer for replacement parts! This was a horrible experience.
Sincerely,
Desiree N[redacted]

We are very sorry with the inability to reach our reps and the lack of correct communication about delivery times. We will cancel this order as a courtesy with full refund as consequence to us not meeting our estimated lead times and not informing you properly. Please 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

Rustica hardware is glad to replace any damaged or warped doors as long as it is within our 30 day period and covered under our warranty. Customers order was placed back in April. UPS shows that customers complete order was sent and delivered. Customer did not reach out to Rustica about missing...

hardware until August. This was 3 months after the customer received there purchase. Rustica has a 30 day policy in which we can replace any missing or damaged items. Because the customer was over the thirty days we were not able to replace. The customer purchased additional hangers with our company which we did provide to him with a 40% discount. In September the customer contacted us again about additional pieces he was in need of. Because we work to give our customers a good product and insure their satisfaction, Rustica has shipped the customer the additional pieces at no additional charge. That same day the customer informed us that his doors were "Out of square". He did not supply any pictures for us to reference. We offered him a solution of applying weights to correct what we assumed was a warp in his door since there were no pictures to reference. The customer was told that if this didn't work we would be willing to send 4 complimentary replacement slats. This is an exception we were willing to make for the customer even though they are outside of warranty. Rustica did not receive any word from the customer about wanting replacement slats.

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 back. They 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 back. Thank you
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]