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

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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

MISLEADING DELIVERY DATES FROM RESTORATION HARDWARE

THIS IS THE SECOND TIME WE HAVE ORDERED FURNITURE FROM RH. THE FIRST TIME OUR $3000.00 CHAIRS WERE "LOST" IN TRANSIT. THIS TIME, UPON SPEAKING TO A REP OF THE COMPANY AND WHAT WAS SHOWN ON THE WEBSITE AS THEIR EXPECTED DELIVERY DAY, IS COMPLETELY DIFFERENT AFTER YOU PAY FOR THE PRODUCT AND WAIT THREE DAYS TO GET A SHIPPING CONFIRMATION THAT YOUR ACTUAL DELIVERY DATE IS FIVE DAYS DIFFERENT FROM WHAT YOU EXPECTED AND THAT PART OF THE SALE IS DELAYED TO SHIP FOR ANOTHER WEEK. I CALLED FOR AN EXPLANATION, AND THEY SAID THEY COULD SEE HOW THIS WOULD BE MISLEADING, BUT COULD NOT HELP ME WITH AN EARLIER DELIVERY. I ASKED IF I COULD EXPO THE DELVERY BY PAYING EVEN MORE MONEY FOR SHIPPING, SHE TOLD ME THAT THEY COULDNT ON FURNITURE. I GUESS I SHOULD HAVE LEARNED THE FIRST TIME, BUT I WANTED TO GIVE THEM THE BENEFIT OF DOUBT. WELL THEY DIDNT LIVE UP TO MY EXPECTATIONS.....NEXT TIME IM BUYING LOCAL. I WOULD NOT RECOMMEND RH TO ANYONE FOR FUTURE PURCHASES, ESPECIALLY IF YOU NEED IT SHIPPED TO YOU.
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1 comment
#588330

Website orders do say estimated delivery dates and no expedited shipping on furniture items

ID
#370356 Review #370356 is a subjective opinion of poster.
Location
New Orleans, Louisiana
New Reviewer

Unbelievable response from Restoration Hardware

We purchased over $10k in outdoor furniture 6 years ago and this past summer the finish started peeling. I am now at the point where the finish is 70% gone from almost every piece, the dining table is completely down to the metal. I sent numerous pictures to the review...
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11 comments
#1566229

I had the exact same experience and when I bought this, the frame had a lifetime warranty.

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ID
#366309 Review #366309 is a subjective opinion of poster.
Location
Landing, New Jersey
Loss
$10000

Restoration Hardware Breaches Contract

RH breached its contract by not delivering in the timeframe and not communicating reasons for non-delivery. I just wanted you to know that I had to cancel an order for light fixtures and a beautiful sofa because of your incredibly poor customer service. I spent hours picking out all I wanted to have in my home for Christmas, but unfortunately after waiting more than 60 days, I had only lightbulbs to show for my order. My time was wasted, my money was parked in your bank account, and sadly, communication is nonexistent. It seems that customers pay money to keep RH afloat, but customers sit and wait for their purchases with no communication in-between. The store leader says you sent communications, but I've searched all communications--even in the trash and nothing is there except sales announcements. Last night, I was told that you were going to send confirmation by email of my order cancellation. Today, I have nothing. I must now get in my car and go to the store again and ask for something in writing. If this is how you treat your good customers, I do not want to see how you treat your bad ones. I did not even get good service while I was a potential customer. What are you doing? Why do you treat customer in such a pejorative way. Yesterday, the leader said, she had a frustrated customer. I was not frustrated, your service just made me angry. Big difference.
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1 comment
#588332

You can ask them to ship items as they become available, that's by request. Sounds like the sofa you ordered was holding up the fixtures. Btw, from my experience, they advise, they obtain authorization which drops, but do not charge till items actually ship unless a custom item which charges 50% deposit, understandable.

ID
#362281 Review #362281 is a subjective opinion of poster.
Location
Dallas, Texas
New Reviewer

Restoration Hardware - Expensive Chinese Junk

Cheez. What a peice of expensive Chinese junk. Purchased two outdoor distressed barn lights from this outfit to the sum of $400+. The web site pic was of course immaculate and one could not tell how cheaply made the product was. The light cover was of the slimmest guage, there were multiple extensions that required extensive screwing and tightening, the extensions on their own were flimsy, and the "distressed" patina finish peeled with every touch. Of course the CEO and his/her executive minions are happily pocketing their seven figure slalries. Fool me once. What a peice of worthless junk.
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ID
#360512 Review #360512 is a subjective opinion of poster.
Location
Livingston, New Jersey
Loss
$400
New Reviewer

Restoration Hardware salespersons do not advise that returns are your cost

Restoration Hardware does not typically carry inventory for sale in its retail showroom locations (other than small items in limited quantities); rather orders are fulfilled from a central US location by mail/courier. When purchasing a furniture item recently at Restoration Hardware in Toronto we advised the salesperson that we may need to return the item if it did not fit. At no time did the salesperson advise us (i) that the shipping cost to return the item to a US located inventory centre was our cost and (ii) that we would not receive a credit for a 20% charge included in the cost of the item for shipping to the customer. This is a scam on the part of Restoration Hardware, that it does not notify at the point of sale of the costs to a customer to return an item (suggest such is a ploy to discourage returns).
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4 comments
#698766

IANAL, but you should try to contest the charges through your credit card company. Point out the company has a documented history of fraud and provide links to this and other customer review sites. I have had success with this strategy in the face of unethical corporate behavior with other companies.

#587899

or ah could have said pork ed in da *** for a change hahahahhahahhahahahhahha

pore whitey um so broken hearted shoulda *** but ah only ***!!! hahahhahahahahhahahahah

#587896

ah said f u g g ed FO a change

#587893

thes iz some reel fuggedupshat uno? all um sayn iz guddamn whit peoples is giddy there azzez kickd by thez rh frekz uh huh! wall i wouldn't biy a fuggn thang fun them azzhules but its guud ta see some whitys gettn rugged of a chang!!

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ID
#359390 Review #359390 is a subjective opinion of poster.
Location
Toronto, Ontario
Loss
$45
New Reviewer

Restoration hardware...total junk made in taiwan $400 worth of bathroom fixtures going in the trash!

Beautiful polished nickel fixtures....worthless hardware and typically cheap and useless mounting supplies. I don't know who owns this abomination of a company but I do understand why they closed the store I wasted my money at. whenever workers are in fear of losing their job they become hateful and downright mean. Anti-American is more like it. I can only hope the ripoff artists that own this horrible junk ridden dump are forced to confess their sins before they steal any more hard earned money from unsuspecting suckers. Good riddance, now go back wherever you came from, and take your *** with you!
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1 comment
#570209

Look for a lawyer and law-suit.

ID
#359178 Review #359178 is a subjective opinion of poster.
Location
Los Angeles, California
Loss
$400
New Reviewer

Restoration Hardware can't deliver anything

Orderred three pieces two lights and a pice of furniture and the company can't deliver anything so far were 0 for 3 and they just keep sending notices that the items will be here in two weeks. This use to be an amazing furniture store now it's a joke I won't buy anything that's not in stock and I can see and that means I won't buy anything because they stock almost nothing now. They used to go out and rip off the antique dealers by purchasing a item and then duplicating in in chine now there ripping off all the customers by not being able to meet any of the deadlines and constantly making excuses and lie rather than fix the problem. This has gone from being one of the best to a wall mart clone that can't deliver it's cheap knockoffs and all they can deliver on is excuses.
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ID
#357004 Review #357004 is a subjective opinion of poster.
Location
Gilbert, Arizona
Loss
$800

Restoration Hardware - Buyer Beware

An incompetent lot. Did not receive what was ordered. Order was correct. Paperwork delivery guys had was correct. Furniture was not correct. Offer for "correcting" the solution was not satisfactory, even though I spent...let me see....a few thousand dollars. Why anyone would part with their money with Restoration Hardware after reading this, I'll never know... I warned you and I'll repeat.... 1) you'll never be quite sure of what you're getting when you order from this company and 2) if you have a problem with them, they will a) be slow to respond and b) will most likely not provide a satisfactory resolution.
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ID
#354265 Review #354265 is a subjective opinion of poster.
Location
Haarlem, North Holland
Loss
$1500

Racketeering By Restoration Hardware

Those of us who have ordered items from RH and returned them on several occassions (due to workmanship and quality not matching the high price tag) will have noticed that without exception, you have to call RH to ask AGAIN, where the credit is for the returned items. RH is withholding your money until you proactively call them, at least twice, demanding why, several months later, the credit has still not been made to your credit card. The answer to why they do this is easy: imagine the hundreds of thousands sitting in their account earning interest. We recenty insisted on receiving a credit for the interest we paid on our credit card, whilst waiting for them to credit us (2 months later). We received a gift voucher and tried to use it. We were informed that we need to buy the item(s) on our own credit card and then submit the gift voucher by regular post, and the gift voucher amount will eventually be credited to our credit card. Here we go again. Forget it, RH. The gift card for $50 has gone into the garbage and we won't be buying anything else from you. What a *** company!
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ID
#349790 Review #349790 is a subjective opinion of poster.
Location
Kincardine, Ontario
Loss
$15000
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