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

Restoration Hardware needs to remember who the customer is

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.
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1 comment
#512683

RESTORATION HARDWARE PERMITS ITS CEO TO TAKE ADVANTAGE OF ITS FEMALE EMPLOYEES, HOW CAN WE EXPECT THEM TO TREAT THEIR CUSTOMERS ANY BETTER?

ID
#331388 Review #331388 is a subjective opinion of poster.
Location
Indianapolis, Indiana
New Reviewer

Restoration Hardware Furniture - AWFUL

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...
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ID
#330037 Review #330037 is a subjective opinion of poster.
Location
Austin, Texas
Ordered dining table, chairs and bed. Three months later we have been delivered two of the wrong chairs, a broken table and are still missing the rest of the chairs and our bed. Have spent countless hours on the phone with customer service regarding broken chairs,...
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1 comment
#1349694

I am currently conducting research in a litigated matter involving Restoration Hardware ( www.restorationhardware.com ). In short, I am trying to reach out to anyone, primarily in southern California, although I would be interested in talking with others, that might have had similar issues with damaged products and/or delivery problems. I would like for anyone willing to speak with me to call me at 949-284-****, or email me at rob@***.com .

ID
#329661 Review #329661 is a subjective opinion of poster.
Location
Estes Park, Colorado
New Reviewer

Exel Direct Only Excels at Annoying Restoration Hardwares Customers with their Poor Customer Service

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.
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2 comments
#780549

I had a very similar experience with Pottery Barn Excel Direct. I ordered furniture.

First they will only deliver to where I live, Morgan Hill, CA on specific days.

Second they will not commit to a time until the day before so if you work as I do you have to tell your employer you have to *** but it could be any time a specific day. This makes the whole cost of purchase not only the purchase price, but the cost of taking time off from work in order to accommodate a delivery service that has no interest in accommodating you.

So I join you Excel Direct Sucks

Pottery Barn Sucks

I can see why stores like Mancini Sleep world prosper because they make a point of making the post purchase experience as good as possible while Pottery Barn has abandoned that aspect of the purchase experience to a vendor who clearly says we will only do it on our terms not yours.

#598327

Exel direct is also the delivery service for Williams-Sonoma and its subsidiaries (Pottery Barn and West Elm), in markets where WS doesn't have their own delivery network.

I ordered a sofa from West Elm and Exel Direct was the delivery vendor. Each interaction with Exel was fraught with disaster.

They've been to my place four times. Every time they called to confirm the delivery they got the address wrong. Every time. Every time they've called to confirm the delivery they've also asked if there are any special delivery instructions, and each time I gave special instructions (where to park their truck in my congested neighborhood; which door of my building to deliver to; which number to call me at; et cetera) and all four times they completely ignored the special instructions, creating a lot of extra work for themselves and a lot of time off of work for me to supervise their nonsense (or merely await their arrival).

All four times they were late (ranging from 20 minutes to hours), careless (crashed my new sofa into my door frame, damaging both the sofa, as well as my professionally painted doorframe) and forgetful (they needed to remove one of the legs of the sofa to get it into the apartment, but had to borrow my tools to do it; they also forgot their delivery cart when they left).

Williams-Sonoma advised me to file an insurance claim for the doorframe damage against the driver, who was actually a franchisee of Exel Direct, which, after eight weeks, was finally denied. The reason being that I would have had to have video footage or an "independent witness to corroborate [my] story".

That leaves the customer in a terribly risky spot - allowing strangers working for a delivery company into their homes, possibly causing damage, with no recourse unless their property is wired with cameras or they've asked friends or neighbors to help supervise the delivery. Who has that kind of foresight?

Any future purchases will depend upon who will be making the delivery. Exel Direct: never again.

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ID
#328960 Review #328960 is a subjective opinion of poster.
Location
Arlington Heights, Illinois
Service
Restoration Hardware Customer Care

Restoration Hardware lost my couch

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.
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2 comments
#716000

They sent my furniture to the wrong state over a month ago & told me several times it is on it's way to the correct address but they can't find it, also. I call several times a week and am told that the supervisor will find out where it is and that they will get back to me within 24-48 hours. They get back & say it will be there & it never comes.

#553218

Interestingly the same thing happened to me.. What a suprise.. *** Restoration Hardware

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ID
#325052 Review #325052 is a subjective opinion of poster.
Location
Dallas, Texas

Never 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
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1 comment
#730566

they why the *** do you keep shopping there dumba**

ID
#323260 Review #323260 is a subjective opinion of poster.
Location
Pittsburgh, Pennsylvania
New Reviewer

Restoration Hardware is unbelievable...BAD!

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...?
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ID
#308164 Review #308164 is a subjective opinion of poster.
Location
Rochester, New York
Loss
$8000

Dining room table- not really for "dining"

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.
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3 comments
#699886

Thanks for the warning. I was thinking about getting one of their tables (they're beautiful!), but I also plan on using it. :)

I'll look at other options.

PS - sorry the other posters were so snarky. I found your post useful!

#488021

***, you don't "dine," you FEED.

#488018

Maybe you should have read the product description. I have an unfinished RH table also, and the product clearly indicates it is unsealed.

The real tragedy is that you're illiterate and living in Cedar Park TX. And that you're breeding.

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ID
#307719 Review #307719 is a subjective opinion of poster.
Location
Cedar Park, Texas
I ordered Restoration Hardware bedding for my son's room on 2/8/12. The bedding was scheduled to be delivered on 2/18/12. A few days before the 2/18/12 delivery date, I received an email pushing back the delivery date. I since have received 4 updated ship...
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1 comment
#501951

I have found a lengthy wait for many items from RH but always glad I didn't cancel the order. Their products are worth the few extra weeks wait.

ID
#305039 Review #305039 is a subjective opinion of poster.
Location
Torrance, California
Loss
$700
New Reviewer

Pretty but Dishonest Restoration Hardware

Do not buy there! No matter how pretty it looks. They are completely dishonest regarding shipping times. This store has a very pretty front, but absolutely no respect for customers. I bought a chair and a table in January and am still waiting. Every month they send an automated email advising about delay. Who can have so little control of prodcution in stock. I think it is on purpose, they make money when you pay for delivery and you keep waiting. When you complay, customer service just keeps saying I am so soryy and do nothing. Horrible, horrible, horrible experience.
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ID
#303304 Review #303304 is a subjective opinion of poster.
Location
Miami, Florida
Service
Restoration Hardware Shipping Service
Loss
$2

Ripped off by Restoration Hardware Store

One of their locations were closing their doors and we purchased the French Casement Bookcase at 60% off and we're very excited. We knew it was a floor model but it was in excellent shape with all the shelves on it and all. We paid an extra $95.00 to have it delivered. We stopped by the store the day before they closed their doors to buy one other item and of coursed made sure our bookcase was ok. They delivered the bookcase a few weeks later and when it arrived the shelves were missing from it. We called and they checked the warehouse again and no shelves. So now we have to deal with the Richmond Office. They said we could get our money back for it and if we want another one we have to pay full price for it or they will give us $200.00 to go have shelves made for it! CAN YOU BELIEVE THESE WERE THE ONLY OPTIONS THEY GAVE US!! They do not care about customer satisfaction. We wanted to purchase some more items but probably will not, unless they fix this for us or do the right thing and replace the bookshelf. There was no need to remove those shelves. They would rather give us our money back, send two men to drive a 100 miles each way to pick it up and refund us our money versus exchanging it since the supposedly can't get just some shelves. BUYER BEWARE! Plus there are no phone numbers to call their corporate office either.
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1 comment
#480204

Hi I am a supervisor @ Restoration Hardware. I check these sites from time to time.

And try to help customers that I can with Various situations. I would like to help you obtain the shelves for your item and make things right. When I find these situations I am able to research the issue and figure out who the customer is without having to respond on one of these pages.

I would prefer not to put my contact information on this post because I would not be able to handle the volume of calls that may come through on my personal line. If you could respond and say what item you have and the store you got it from i can find you and help.

ID
#295527 Review #295527 is a subjective opinion of poster.
Location
Chesapeake, Virginia
Service
Restoration Hardware Customer Care
New Reviewer

UNBELIEVABLE!

I ordered two matching armchairs online from Restoration Hardware on January 2. I wanted to purchase them in the store, but I was told I would have to pay the $95 shipping fee since they would be sent from California. On January 13th, after sitting here for 4 hours they arrived, but they did not match. One was an oval back chair and the other was square. I told the delivery man. He said I know the square one was mislabeled with the wrong sticker and I told them at the warehouse it was wrong.I called customer service before the delivery man left because they were "final sale" with no returns. The lady on the phone apologized and said she would do an immediate refund for the incorrect chair and then she would have to recharge me for the right chair. She said she would handle it right away since the chairs were going on clearance. She also said keep the chair and use it until the right one comes. She promised that she had the chairs in stock and online it showed that they did. In a week I got a phone call for delivery, when I called back the lady said it was for a pickup. I explained that there was a replacement chair coming and she said ok she would put the pickup on hold so I would not half to sit and wait three times for delivery. I received the call Friday and they set up "delivery" for Tuesday. Tuesday they arrived and said they were here to pick up the chair, but had nothing for me. I called and was told so sorry your chair is sold out. I have one non matching chair. I spoke to customer service and they said tehy had another chair that was similar in a lighter wood that they could order for me but that would be an additional $100 for the two chairs. I asked after waiting over a month for two "instock" chairs was there nothing they could do for me. He said I am sure there is but they do not discuss that until the other replacement chairs have been ordered. I asked so let me get this right, I have sat here twice waiting for delivery and you have screwed it up not once but twice, you have never given me the refund for the chair which you said you had, you never ordered the replacement chair which you said you had, and now you want me to pay you an extra $100 in the hopes that you might be able to get it right and get me two matching chairs and you won't discuss whether I have to pay full price until I have already paid you for two more chairs. Yes that is how it works. I said I would call back once I decided. My husband could not believe that I was hearing them right. Surely a national company does not do business this way. He called back and they would not connect him to who I had spoken to even though we had his extension. He had to explain the whole thing all over. They said they would order the new chairs, that they now said were $75 extra each. The chairs in 15 minutes had gone up $50 additional dollars but that they could give him 10% off. Wow charging $50 extra but they were willing to give him a whopping $15 off. Now that is a deal. He told them he would call them back when we decided. WE called them back 10 minutes later and you guessed it explained it all from the beginning and told them to please come get their one remaining chair. I will be calling the credit card company and making sure the charge is removed. Apparently according to what I have read giving refunds is not high on their to do list.
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ID
#295209 Review #295209 is a subjective opinion of poster.
Location
Katy, Texas
Service
Restoration Hardware Shipping Service