Restoration Hardware Reviews

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WILL NOT PROVIDE CREDIT FOR DAMAGED GOODS

Ordered the beautiful Vintage Brass Hourglass from online shop....photo was gorgeous. Arrived late, with broken glass, leaking sand. Quality of item was subpar. Glass was hazy, cheap metal, and packing was marginal at best. I packaged it up and returned immediately......a month later am still waiting for them to credit my account. THis is the SECOND bad experience from them. Earlier in Dec 2012 I ordered some fake fur fuzzy slippers which took over 4 weeks to arrive. Will NEVER buy from these guys again. My prediction is with this bad of customer service.......Restoration Hardware will soon be out of business. Their products are expensive, cheap quality, and customer service is lousy.
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ID
#385633 Review #385633 is a subjective opinion of poster.
Location
Baltimore, Maryland
Loss
$250
New Reviewer

No installation instructions

No installation instructions provided for wall mount medicine cabinet in package nor online. It is impossible to mount the cabinet on the metal wall bracket provided. Must enter at least 100 words...really....We like the cabinet but cannot mount it. We like the cabinet but cannot mount it. We like the cabinet but cannot mount it. We like the cabinet but cannot mount it. We like the cabinet but cannot mount it. We like the cabinet but cannot mount it. We like the cabinet but cannot mount it. We like the cabinet but cannot mount it.We like the cabinet but cannot mount it.
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ID
#385157 Review #385157 is a subjective opinion of poster.
Location
Sonoma, California
Loss
$339

Damaged furniture, poor service response

In August I ordered a bed, two night tables and a chest-of-drawers from Restoration Hardware. In September the bed arrived but it was damaged, perhaps in shipping. Then the chest-of-drawers arrived with mis-drilled hardware holes. I returned the chest, received another damaged chest next in November. I made several calls to complain of the delays followed by damaged furniture. Finally in February we have the four pieces---6 months and lots of calls later. Towards the end, they didn't even return my calls, just sent emails saying the pieces were delayed. Restoration Hardware billed my credit card numerous times without shipping the item, and then refunding purchase.
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ID
#384834 Review #384834 is a subjective opinion of poster.
Location
Bend, Oregon

Do not issue credits/Inferior quality

I sent back two damaged lamps that I waited almost 3 months to have delivered and it has taken over a month and they have still not issued a credit to my credit card. I have called and am told it should be forth coming. Half the stuff you order arrives damaged. The company is a lot of hype and no substance. They need to fire the head of customer service and the head of stores and get some people who know what they are doing. Totally out of touch with the level of service they should be providing for the inflated prices they are charging
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ID
#383589 Review #383589 is a subjective opinion of poster.
Location
New York, New York
Loss
$400

38" Shutter Cabinet does not exist

I ordered a 38" Shutter Cabinet from Restoration Hardware in November 2012. The cabinet was offered in their store, on their website and in their catalog. I went in the store in the Houston Highland Village location to place the order. I never received the cabinet and after many calls made to Restoration (and hours of my time spent on the phone), I was told the cabinet information was incorrect and that they do not offer this cabinet for sale. I asked why I had not been notified of this fact and they told me that in a perfect world, I would have! They are now telling me they can "possibly custom make the cabinet", but due to the Chinese New Year and the plant being shut down, they have no guarantee as to when they be able to produce the cabinet. The absolute earliest date they could provide is April 30th, but they were 80% sure they would not make that date. Waiting a minimum of 6 months for a cabinet that was to arrive in 1 month is totally unacceptable so I cancelled the order. Their website has a written statement with a guarantee to fix any issue with any item ordered from their store. Their solution is to offer me a 40% discount on another item....why would I want to go through the pain of placing another order with a firm that cannot deliver what they advertise?
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ID
#383340 Review #383340 is a subjective opinion of poster.
Location
Houston, Texas

Damaged goods and poor customer service

I ordered a clearance table whose pedestal came damaged. They never unloaded it. I contacted customer service who said it was non-returnable. I had to convince them I never got it. They stated it was out of stock even though it was still on the sight. I saw it disappear right in front of me! So I ordered a different table. It just arrived and is missing the hardware. When I checked the sight, I noticed that the original table is available again! I worry that they will deliver the same damaged table to somone else. One hand doesn't know what the other is doing.
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1 comment
#606642

RH has changed for the worse. Only One store in NY.

I have some great bedroom furniture that I bought a few years ago. They no longer carry any of that. Even their leather sofas are of a poorer quality now. The cushions are just horrible!

The only thing left to buy there is the towels! They're the best.

I don't know what customer RH is aiming to attract b/c they aren't doing a very good job. Let's see how long RH stays in business!

ID
#382742 Review #382742 is a subjective opinion of poster.

BUYER BEWARE!!!

BUYER BEWARE! This morning I clicked on Restoration Hardware's Vintage Toledo Bar Chair Distressed Black to make the purchase....it showed the $195 price....when I clicked on Cart to check out, the price increased to $299. Essentially, the stool was $195 from EST Feb 31, 2013 at 10:36 pm until Feb 2, 2013 at 8:15 am....I contacted RH and spoke to a rep a minute ago, and she indicated that she checked her system and that stool has "never been listed" for that amount...I gave her the dates and times it was. It was amazing.....I was looking at my computer and actually saw the price change occur right in front of me, and then, RH denies that that would have happened....Grrrrrrrr!
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ID
#381205 Review #381205 is a subjective opinion of poster.
Loss
$100
New Reviewer

Restoration Hardware is inept

Update by user Mar 04, 2013

Finally got a full refund, but it took taking my case to the corporate headquarters. The woman there was very apologetic and basically said customer service reps didn't handle as they are supposed to. Advice to anyone with a RH beef: BYPASS CUSTOMER SERVICE ALTOGETHER.

Original review posted by user Feb 01, 2013
I ordered a sofa in June 2012. It arrived damaged, so I ordered a second one. Two months later the replacement sofa arrived and it, too, was damaged. I ordered yet another replacement sofa and three months later it arrived damaged. I want to cancel the order altogether and get a refund, but they are resisting. I have spoken with 10 or so people in customer service and each one is more inept than the prior one. Finally, someone in accounting referred me to the corporate office, but gave me a non-working telephone number. THis has gone on for 8 months -- at my wits' end but not giving up....
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2 comments
#661122

How did you get to the Corporate Office?

#661128
@PissedConsumer661122

in the end this woman was very helpful

Vanessa Alvarez

Corporate Customer Service Coordinator

RESTORATION HARDWARE | 1.866.547.3364

CEI@***.com

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ID
#381033 Review #381033 is a subjective opinion of poster.
Location
New York, New York
Loss
$3100

Customer Service and Warehouse Inadequacies

I ordered two products from RH. When the order arrived, I received the wrong items. I called, and they told me to return the items via mail. They would send me the correct items, but charge me again. They stated that they would refund my original order when it was received back at RH. The second order came and once again I received the wrong items. I noticed the reason: they used the same item number for two completely different products. I told the customer service rep this and explained that I wanted the correct items. I also noticed that when they billed me the second time, they also billed me for shipping (even though the whole mistake was the fault of RH). While on the phone discussing the second error, the customer service rep stated that they no longer carried the original item, but that a store had it. If I wanted the item, I would have to deal with the store directly. Now I am out over $200 for four items that were incorrectly shipped to me. All of them were shipped back and I have still no refund. ALSO after speaking to a manager, the manager made it seem like the situation was not a big deal at all and that there was no reason for us to be upset.
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ID
#379772 Review #379772 is a subjective opinion of poster.
Location
Boston, Massachusetts
Service
Restoration Hardware Shipping Service
Loss
$206

Misleading customer service

We have ordered thousands of dollars of furniture from Restoration Hardware over the last year or so. Agree with other posters on this site that it takes MONTHS to get any furniture from them that you order online. In this instance, we ordered a dining room table and 8 chairs in mid-November and it just arrived today (Jan 26). The table was wrapped in dirty moving blankets and shoddily put together by the delivery men. They told us that 1 chair was broken en route, so it would have to be re-ordered. After they left, we realized the table was incredibly wobbly. Investigating the cause, we saw that a screw under the table had part of an alan wrench broken off inside of it. Our hypothesis (due to the way the table arrived and its broken screw) is that they gave us a floor model or a table that had already been put together and then taken apart for some reason. When we called to ask someone to come out and repair it, they said their "Furniture Medic" would CALL US in the next 10 days to schedule an appointment to repair it. So wait...this is your fault, but I have to wait up to 10 days to hear back from someone who will then tell me another date in the future when it will be fixed? Unacceptable on every level. In the end, we told RH we would keep the existing table until a new one is delivered to us next month. All in all incredibly disappointing!
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1 comment
#610991

We ordered 7 chairs in October 2012 and still didn't receive them. Customer service is the worst ever! They keep telling us sh… about the delivery time.

ID
#379208 Review #379208 is a subjective opinion of poster.
Location
Chicago, Illinois
Loss
$1800

Vice President and Assistant General Counsel

I ordered all my drapery from Restoration Hardware. When I expanded my house, I was looking to match the drapery with what I previously bought about a year ago. Although they had the drapes I was looking for in every other color, they did not have them in chocolate brown. When I tried to ask whether they had been discontinued, thd sales associate questioned whether I had them in chocolate brown, stating that "they never came in that color" and "customers sometimes get confused with colors." When I told her I'm glad to bring them into the store, she indicated that would be a good idea because she doubted I had identified the correct color. In fact, I did identify the exact right color and the drapes were discontinued. The lack of knowledge about their own products and calling a customer a liar is not what one expects when paying a fortune for furniture and drapery.
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ID
#378614 Review #378614 is a subjective opinion of poster.
Location
Beaumont, Texas

Splintering table

We ordered online a distressed dining table made from salvaged wood, supposedly sanded and honed. After waiting two months table arrived. It weighs close to 300 pounds, The table looks beautiful. On the first night. I get hurt by a large sliver of splintered wood. The next night my son's foot is punctured by a different sliver on the base of the table I have this table 3 days and two days two members of my family have had splinters puncture their hand or foot. I called to complain, initially was told they would send someone to repair or replace. Few hours later receive email stating they have investigated and reviewed and they will not be doing anything. There is NOTHING wrong with the table. company refuses to repair. they will do me a favor and do a one time exchange. This is disgraceful. I also had to wait 2 months for this table and another two months for next table. How do I protect my family for the next two months. this is where we eat dinner.
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ID
#378220 Review #378220 is a subjective opinion of poster.
Location
Philadelphia, Pennsylvania
Loss
$3000
New Reviewer

Still waiting for delivery-date changed 3 times

I registered for my baby shower with Restoration Hardware Baby. I choose only to register for bedding with them, so I ordered swatches of the fabric and began picking out the remainder of the items for the nursery. I purchased fabric, carpeting and curtains all based upon the bedding for the crib. Well, I ordered the items at the end of November and still have yet to receive them. My baby is due in a week, so I had to purchase new bedding while I wait for the bedding from Restoration Hardware. They continuously push the date back, customer service can't tell me when to expect it, and I can't find anything else that goes with the nursery, since it was all based upon the color scheme from this store. I truly don't understand how crib sheets could take over 2 1/2 months to make and ship???? I wish I would have read their reviews prior to ordering. I would never order from them again and am very disappointed in this company.
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ID
#377635 Review #377635 is a subjective opinion of poster.
Location
Charlotte, North Carolina

Do not order online!

Do not order anything online as it will take months for it to arrive- if it ever does. This started with me ordering two swatches which should take no time at all and they kept pushing the delivery time back further and further; one was 5 months from the order date!!! All for a tiny piece of fabric. When I tried to order a product, it was going to take at least 3 months before it arrived. A store of this caliber should not take so long. What was even worse was that everytime I called or emailed customer service, they wouldn't do anything about it and would just restate when the product would arrive. Never buying from this place again. Very frustrated and disappointed.
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1 comment
#595956

A brand that offers a product line that is as expansive as RH's cannot possibly stock every item, which is why many pieces are made to order. Three months is the industry standard for such pieces.

ID
#375872 Review #375872 is a subjective opinion of poster.

Return charges were as expensive as the item

We ordered a bean bag from Restoration Hardware Baby and Child and it cost $140. The quality was terrible, cheap round balls were in the filling and it was so full that it was hard as a rock. We wanted to return the item but it cost $130 to ship it back. When I called customer service they were rude and unhelpful. They said I could not return the item to the store so I could either pay the $130 or be stuck with a terrible item I don't want. I will never order from them again. I have spent thousands of dollars on furniture from them and this is how they treat a continuing customer. I guess I will go to Pottery Barn now.
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ID
#373555 Review #373555 is a subjective opinion of poster.
Location
Livingston, New Jersey
Loss
$140