Wow has this company imploded on its quality and customer service. Last year we purchased an historic brownstone literally 3 blocks from their Chicago design studio.
My wife met with their design team and after considerable time and effort placed an order to decorate our new home. To start , the planned delivery dates for most items were missed by a wide margin and once delivered many items were incorrect from the actual items ordered. The return and re order process is extremely user unfriendly and ultimately we waited more than 6 months to get the actual ordered pieces in. Once received we noticed the quality of so many of the pieces were inferior to the old Restoration Hardware quality.
As an example the dining room rug started to show significant wear, essentially was marking/scratching every time a chair was moved ( even though we installed protective felt pads). Note there are only two of us living in the home and we actually used the dining room table once before we noticed the significant wear, We called our design professional to come see the issue and after multiple calls and multiple cancelled appointments by her she finally viewed and agreed to replace it. Once replaced it seemed to be fine but unfortunately our puppy got sick on it and although we cleaned it immediately with warm water the color immediately came out of it. We called her to complain about the situation and her response was “ I tell my customers to use vinegar and water” well that’s great but that doesn’t address the quality issue.
Well we are back at multiple phone calls and no response from this firm. Bottom line terrible quality and equally poor customer service means that we will go out of our way to dissuade anyone from using this company to decorate their home.
Product or Service Mentioned: Restoration Hardware Rug.
Reason of review: Bad quality.
Location: 1300 N Dearborn St, Chicago, IL 60610, USA