Restoration Hardware Reviews

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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
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
New Reviewer
I recently ordered a duvet & 2 shams from RH. I called my local store to order this in order to avoid the shipping charge. This is standard practice at Pottery Barn by the way. I was quite surprised to receive my 12x6 inch box with a receipt inside that showed a $40...
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1 comment
#554096

Their UPS shipping maxes out at $50.00 for as many UPS items as you'd like, which sounds like a deal to me. Maybe you should have purchased more?

And why would sending it to the store be less shipping? They still have to pay UPS to send the items SOMEWHERE, might as well be directly to your home. You're paying them because they're paying UPS.

You want to buy it? Buy it. You actually want to receive it? Pay a third party to deliver it to you or fly out to the distribution center and pick it up yourself.

ID
#347827 Review #347827 is a subjective opinion of poster.
Location
Providence, Rhode Island
Loss
$616
New Reviewer

Cannot get anything right

I have had a baby crib sitting in pieces in our nursery for 2 months because restoration hardware cant get me the right pieces to assemble it. We have placed 5 different calls to remedy various issues, but our child still has no crib to sleep in. The issues have been: 1) after opening the box, the crib had black smudge marks all over, and many locations were not painted properly. Instead of going through the hassle of sending it back, we opted for their solution of receiving a paint touch up kit. A crazy thing to have to do for "high-end" furniture, but we can't waste time waiting for another delivery. 2) when starting to assemble the crib, we realize there is no hardware. We call and Two weeks later we have hardware. 3) start to assemble the crib again, and realize two critical pieces are missing (stretcher bars). These arrive in another 2 weeks. Baby has since arrived. 4) go to assemble again and find that 3 of the 4 barrel nuts are missing from the stretcher bars, making assemble impossible. 5) call to have the barrel nuts replaced (after going to 3 hardware stores to try and find a match). They tell me they dont have that part, so i tell them them to re-send stretcher bars and make sure the barrel nuts are included. Today, I received a new set of hardware in the mail, which of course does not contain the required barrel nuts and was not at all what I requested. I'm just left shaking my head. How is it possible that this company still operates with service like this?
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1 comment
#559695

Bad Service warning Thank You. I almost ordered $500 in desk accessories from Restoration Hardware.

Thank you for the warning. I will pass after reading bad reviews on all these sites.

ID
#346376 Review #346376 is a subjective opinion of poster.
Location
Hamilton, Ontario
Loss
$1200
New Reviewer

Rip Off Restoration Hardware

Customer Service agrees, plating on fixtures is cheap. "Thank you for your reply regarding your Merdian [Meridian] Chandelier and Framed Medicine Cabinet. I certainly understand not wanting to replace the pieces as installation can be a time consuming process. Thank you for providing the item number of the medicine cabinet that you and your wife purchased. This did help me further my research into the Polished Nickel finishes. I was able to confirm that Polished Nickel and the similar finishes are one of our most fragile finishes and is uncoated to retain the look. This is why it is only recommended to only use a soft cloth for any dusting or cleaning." No record of my order. Of course...
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ID
#346265 Review #346265 is a subjective opinion of poster.
Location
Austin, Texas
Loss
$2200
New Reviewer

Two year old couch buckling

Update by user Oct 06, 2012

I need to add that unexpectedly RH called me and offered to completely refund the cost of the sofa. They have.

effectively the reason for the refund is that rh has a lifetime warranty on the frame and this frame cannot be repaired.

since they do not make this couch anymore they refunded the full amount. I was impressed.

Original review posted by user Sep 04, 2012
I have purchased the couch a couple of years ago at a cost of over $5000. The left side of the couch is buckling. Pictures that I have sent them of the couch confirm that in fact it is a manufacturer defect with the right hand side clearly being damaged. They said that they will do nothing (even though it is clear that it is a manufacturer defect and that they have a warranty that it should never happen) because they cannot find the order. I have lost the receipt and quite honestly never thought I would need to hold on to it. I still like the furniture still of HR but beware of the quality and the company behind that. I think that we can do better shopping somewhere else.
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ID
#343451 Review #343451 is a subjective opinion of poster.
Location
Washington, District Of Columbia
New Reviewer
Restoration Hardware - Since when did all these French artisan Furniture makers live in CHINA!
The shipping label said it all. Disappointed that I hadn't purchased European made furniture let alone at least American made. $440 ($100 off the normal $550) + 125 for shipping + 35.75 in Texas sales tax. Then after two weeks for delivery I see that I dropped 600...
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3 comments
#938002

We ordered 3 chandeliers and couldn't believe it! Just delivered 2 of the clear base floor lamps today and had no idea the wire is just left there running down the clear glass????

Black too, not even clear. Really? Shows so well online too. What a joke!!!

Not buying anything unless I see it in person either! Serious $$$ for junk. Although the chandeliers look awesome and are made well. But then again, they're iron.

Can't really mess that up! But they did tell us we're on on own when it comes to finding someone to install those heavy monsters.

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ID
#341826 Review #341826 is a subjective opinion of poster.
Location
San Antonio, Texas

Restoration Hardware forgot who the customer is!

We purchased $5000+ in furntiture from Restoration Hardware and after 19 calls, three delivey attempts and three months of wasted time, we asked for a full refund. The delivery people and the Customer Care people did nothing to solve their own created problems, did not care at all about us and lied to us numerous times. It is by far the worst customer relations company on the planet. These people should not be in business. We recommend that noone ever shop there again!!! The furniture products are OK, but with the worst customer service, people should stay away! Continued lying is to the customer is a capital offense!!!
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ID
#334329 Review #334329 is a subjective opinion of poster.
Location
Miami, Florida
Service
Restoration Hardware Customer Care