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Restoration Hardware Takes Pleasure in Frustrating Customers
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Jul 5, 2008 Restoration Hardware complaint by Bedlessinboston |
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We ordered a bedroom set from Restoration Hardware, to be delivered in 1-2 weeks (shortly after we moved to a new apartment). Our first "delivery" was delayed a week while we awaited an opening in the delivery company's schedule. Then, on the date slated for delivery, we received a phone call from the delivery company about a half hour after the scheduled delivery time informing us that both pieces were damaged and that the products would have to be re-ordered.
We had a similar experience with the second delivery: again, we received a call after the scheduled delivery time informing us that again both pieces were damaged and had to be re-ordered.
After another week or so, we contacted Restoration Hardware to inquire about the whereabouts of our furniture. At this time, they informed us that the furniture had been packed "with special care", but was on it's way to the billing address, not the shipping address. Because they were unable to re-route the shipment, we placed yet another re-order and proceeded to wait another week and a half for a new shipment.
When the fourth shipment was sent, we contacted the delivery company ahead of time to ensure that the furniture was not damaged. Thankfully, this early contact saved us the trouble of once again cleaning out an entire room only to learn that the furniture was not coming. This time, one piece was undamaged and it was delivered. However, the remaining piece was once again damaged.
After waiting yet another week, we contacted Restoration Hardware seeking information. They have now informed us that delivery will be 3-4 more weeks as they have got to ship the bed from across the country instead of the closer location from which they had been shipping our furniture to this point. Further, the customer service representative was so casually indifferent to our situation as to suggest that this shipment has a better chance of being damaged because it is travelling further. So now we will spend another month without a bed, without much hope of an undamaged piece of furniture at that point either.
We have had to press for discounts, which they have periodically promised but for the most part refuse to grant until we have accepted delivery (and which we expect are empty promises). Overall, the customer service representatives have been incapable of handling our situation, offering "concessions" of 10% off the free delivery we had already secured on our order through a coupon and insisting that they could do nothing for us. We have had to initiate contact with them each time something has gone awry - they have never called us with information. Nor have they ever apologized for their incompetence (aside from those of the "sorry about your luck, nothing we can do" variety). Our experience with the company has been time-consuming, demoralizing and impossibly frustrating. We have survived our share of poor service but this experience with Restoration Hardware has been the absolute worst.
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1. Written by bedlessinboston, on 05-07-2008 14:39
I've had an almost identical experience with Restoration Hardware. It is an absolute joke of a retail establishment and the incompetence of its employees must run from the lowest of customer service representatives to the Chief Executive Officer - who probably sleeps on a Pottery Barn bed because he couldn't get his order right from RH. Well, I hope CEO Gary Friedman sleeps warm at night all cuddled up on his undamaged timely delivered bed...while the rest of us poor suckers sleep on a $3000 mattress sitting on the floor! Someone needs to bring the RH Management back to reality - the quality of their furniture is NOT WORTH THE PRICE!!! Consumers are willing to pay the price in order to GET WHAT THEY WANT - this requires SERVICE!!! I will NEVER shop at RH again. However, I have decided to set up my new bedroom in my nearest RH showroom. Since I have now owned a paid-for RH bed for two months (apparently) without yet even seeing it, I am convinced that it must have been mistakenly delivered to the showroom. I've paid for it...and I will sleep on it until RH is able to convince me otherwise - perhaps by delivering a bed directly to my place of residence. What a novel thought! If the in-store employees are as incompetent and as unobservant as the warehouse workers, I will enjoy many sleep filled nights on my new in-store bed! Thanks RH!
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