Restoration Hardware
Reviews and Complaints

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?

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...

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.

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!!!

I bought some furniture from restoration a few weeks back. I scheduled the delivery for today. It is now 4:30 and I still haven't heard from the company. If I had known this, I wouldn't have bought there. The company has outsourced delivery to a third party company. The delivery company (is it EXCEL? Ironic, no?) won't guarantee even a four hour window, e.g., morning or afternoon schedule. I finally gave up and called a store and they searched for me and told me that I have a window from 4:30 to 6:30. The store personnel said that Restoration Hardware has no control over the delivery! I had told them several times when I bought the furniture and again when the delivery company called to schedule the delivery that I had to leave at 5 pm - this is after being here at my daughter's condo since 8 this morning. We have bought furniture from a number of stores for my daughter - and none of the other stores had any problems. Now I am going to have to reschedule and come back for another full day and wait. If outsourcing delivery is the part of the business model for Restoration, then maybe they should rethink their "partners" and get someone who is more customer focused. Take responsibility! Buyer beware.

I PURCHASED A BABYGRAND SECITIONAL WHICH IS FALLING APART - CUSHIONS AND ALL. I SPENT THOUSANDS ON THE SECITIONAL AND HAVE BEEN TOLD IT IS NOT WORTH REBUILDING. THE CUSHIONS ALL NEED TO BE REBUILT AND THE SPRINGS NEED EXTENSIVE REPAIR. THE SLIP COVER IS THREAD BEAR. I AM SO DEPRESSED I HAVE THOUGHT OF CONTACTING THE MEDIA. CUSTOMER SERVICE...WHAT CUSTOMER SERVICE? ANY WORDS OF ADVICE...FROM OTHER PEOPLE WITH UPHOSTERED PEICES. I DO OWN A BED AND A CHAISE THAT I AM EXTREMELY HAPPY WITH...GO FIGURE. FOR YOU WHO HAVE NOT YET SPENT YOUR MONEY DON'T! FOR YOU WHO HAVE SPENT YOUR MONEY THANKS FOR LISTENING...

Last month I purchased a dresser and a night stand from Restoration Hardware because the location near my house was closing and was offering 40% on their merchandise. After purchasing my furniture, I was notified that I would have to wait until the store closed until they would be able to ship my furniture. The reason for the delay was because they wanted window shoppers to think there was still plenty of merchandise available to increase the foot traffic. I was not thrilled with this business tactic but couldn't pass up the deal. Last week, I received a voicemail from Exel Direct to schedule the delivery of my furniture. I called back and was able to get delivery scheduled for Saturday. At that point, they went over my address and I let them know the city was incorrect and advised them to update it in their system. The day before the move, I received another voicemail from Exel letting me know they were going to be delivering the furniture between 12:00-2:00 and again they were stated the wrong city as the address. This is when the customer service nightmare began. I called Excel back and spoke to a woman who sounded like she smokes a carton of cigarettes a day. I explained to her the city was wrong and asked for the second time for it be updated in the system. She asked me for my zip code and proceeded to argue with me over what city I live in. I assured her I know my own address. The representative then asked me if I heard of the other city and if I was absolutely sure that I didn't live in that city. I couldn't believe updating the city would be so difficult. The exchange ended with the representative laughing it off and assuring me they would still be able to deliver my furniture on Saturday. On Saturday, my husband and I re-arranged our day to make sure that we would be there for the delivery guys. We were so excited for our furniture to finally be delivered. Minutes before 2:00, I received a phone call from Excel. This representative informed me the truck my furniture was on broke down and they would not be able to make the delivery. I was notified they would need to reschedule and would have some availability on Tuesday. I explained to the representative that my husband and I work and would not be available until after 5:30 for delivery. This representative told me that she would make sure we were the last delivery of the day and assured me that they would be able to make the delivery after 5:30. Today, I received a voicemail from Exel letting me know they will be at my house tomorrow for delivery between 3:30-5:30. I called back at 3:45 and spoke to a representative named Nora. Nora could care less about customer service. When informed of the situation, Nora essentially called me a liar and stated the previous representative would not have told me that. I told her I made absolutely sure that was the case before agreeing to this delivery time. I told Nora my husband and I both work and would not be home during that time for the delivery. Her solution to the situation was to either have a neighbor handle the delivery for me or for them to leave my furniture on the front lawn. I don't know my neighbors well but I do know they also have jobs and would not be home at 3:30 on a Tuesday. I told Nora this was not feasible. She again offered her suggestion of dumping my furniture on my lawn. I explained to Nora I already paid for delivery and that included my furniture being delivered in to my house. It was clear Nora had no decision making authority and I was spinning my wheels with someone who thinks it's a good idea to deliver new furniture to a curb in 90+ degree weather. I asked to speak to a manager or a supervisor and Nora told me that there was no one else in the office aside from her. She informed me if I wanted to speak to a manager or a supervisor that I would need to call at 5:00 a.m. Are they kidding with their business hours? Shockingly, Nora seemed surprised/upset when I informed her I was going to report them to the BBB. Perhaps they shouldn't lie to their customers and then accuse said customers of lying when they complain. I guess they assumed I deleted all the voicemails... Restoration Hardware is supposed to be a quality furniture store. So far, I am not impressed with their customer service nor their vendors. A). How hard is it to find a reputable delivery company? B). Why would Restoration Hardware use a company with such a horrible customer service track record? At this point, I don't believe a thing Exel tells me and warn anyone who is purchasing furniture from Restoration Hardware to expect a major hassle to actual get your purchases in your home.

RH sent out a custom made couch to me on May 17th. It is now June 15th and it has still not been delivered. I have called every day for the past 2 weeks to find out where it is. They keep saying they are looking for it. Finally last week, we figured out together that they delivered it to the wrong address and I was told it would take 2 to 3 business days to get it. Well, 7 business days later and a call every single day... and still no couch. This is ridiculous! A month to deliver a couch to New Jersey and we still do not have it!!! I will never order from RH again.

We have been purchasing items from Restoration Hardware for about six years. We have purchased vanities, lamps, outdoor furniture and indoor furniture. We have purchased in the retail outlets and we have purchased online. As a result of disturbingly poor quality of the merchandise and abysmal service when dealing online, we will never purchase from this company again. The problems are so pervasive that we almost look at it as a joke. A $1,500 coffee table we purchased last summer disintegrated over the winter despite out carefully covering it in an RH recommended cover. We did get a refund, and we were told that RH would pick it up. This thing is big and heavy, and after four calls and one trip to an outlet over several months, it remains in our backyard. From our experience, this normal behavior for RH

Beautiful products in the showrooms at Restoration Hardware, however beyond patchy commitment to actually delivering the ordered products...... I had the opportunity to place an order on 29th of December 2011 (****)...it is now 3 months later, and after 8 calls with them the latest 'promise' is a delivery sometime in April. And that is after my order confirmation confirmed the item was indeed in stock. 8 times I have now been told shipment would take place within 2 weeks...it feels like I have now been lied to (consistently) by their customer 'service'. With a smile. What will be next...?

I just recieved a new dining table from Restoration Hardware and though it is nice to look at it is not practical at ALL. Anything you drop on the table (food, water etc...) leaves a stain. I coudn't believe it. Even when I wiped it up immediately it still left a stain. I have a 5 and 3 year old so this isn't going to work. I just called RH customer service to inquire if there was a sealer that they suggest using......the guy told me if I don't want stains I should use a table cloth!!!!!!!! Are you kidding me! I think this table will be returned within the week.