Restoration Hardware Reviews

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Restoration hardware does not deliver when promised!

Ordered 9000.00 in furniture in September was told it would arrive in 4-6 weeks. I called and I was told it would arrive separately because they where having problems with chairs I said fine I would take the bulk of the order and wait for chairs. Its now Thanksgiving no furniture and now they are talking delivery in second week of January. It seems to be an ongoing issue when I went to the store there were other people complaining with the same issue. They are paid in full and yet no furniture I hope they don't go out of business. Lorenzo Fernandez
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ID
#276998 Review #276998 is a subjective opinion of poster.
Location
Leesburg, Virginia
Loss
$9000
New Reviewer

Worst customer service ever

My husband and I ordered a couch from Restoration Hardware on August 21st. We were told it would take 45-60 days in order for us to get the couch. Fine, we can wait. When we emailed to find out about the status of our order, we were told that the order never went through and the deposit was never made. This was 3 weeks after we placed the order. Why didn't anyone contact us about it? Fine whatever, we'll still get our couch in 45-60 days, right? 60 days come and WE had to email them about the status. A day later we get an email response stating that unfortunately, it'll be another 30 days before we get the couch!! We did NOT receive any about this until WE contacted them. Talk about keeping your customers abreast of their orders. Now they want to give us a $200 gift card to compensate. I just want my *** couch!
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2 comments
#373794

The same thing happened to me with a lamp. I wanted to give it to my husband for his birthday.

They delivered half of it and when I called they said that the lamp was now backordered. After waiting 4 months, I called them to pick up the part they had delivered and the huge box it was in.

They kept prolonging delivery for 30 days at a time for me too, but didn't tell me until I called to check in. They never offered me a gift card and I will never order from them again. The service on the phone was friendly, but no one helped me get the lamp. Unfortunately, I have to recycle their catalogs now.

#371543

I agree, worst company ever!!! I have been put on a list for a recall for the monastary dining table for over 9 months now. I have paid in full for the table and it's at my house, i am just waiting for replacement. I realized today they charged by credit card $1500.00 about 10 days ago for the replacement that they had a recall on.

I was furious!! So I called customer service. The lady on the phone basically was trying to tell me the charge was becuase I had two tables. I was like am I missing something?!! I only have one table and I am waiting for a replacement. I did not authorize any charge! She tried to explain that they were going to waive the charge once I got the replacement table. This again was me calling 10 days after the charge had been made and I had no replacement table. So let's see they charge you for having two tables in your house for 10 mins while the delivery people swap them out.

I can't believe this Company!!! After spending thousands of dollars they do not have the customer service to back it up. They are horrible. I will never shop there again after this. Good bye restoration hardware!!

I hope you learn that your customer's are being treated like this and make some adjustments.

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ID
#269748 Review #269748 is a subjective opinion of poster.
Location
Portland, Oregon
New Reviewer

Chinese Junk Sells for $2500 at Restoration Hardware

The vanity this company delivered belongs in an outhouse, not a bathroom. The $2500 bathroom vanity was described as "distressed". It turned out to be our extreme misfortune to have bought this junk. We ordered the vanity on line and it was delivered. After unwrapping it, it was clear that this was a previous incarnation of a design that has since been updated. The two shutter doors do not fit together, the floor model shows the correction, so this must be a close out. The finish is so rough, it snags fabric when walking by. This is unacceptable. The Restoration Hardware price point for $2,500 and up vanities should be better quality and have drawers on rollers. The finish should be flawless and if the look is distressed, the literal term links too close to drift wood then quality craftsmanship. We demanded that Restoration Hardware come pick up this piece of junk and stop trying to pass off past designs for current models. Lesson learned: Be wary of a catalog that spends more time on a picture of the company president than its products.
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ID
#266170 Review #266170 is a subjective opinion of poster.
Location
Los Angeles, California
New Reviewer

Restoration Hardware - junk with no customer device

Given a Carmel Outdoor dining set, after 1 season , chairs are cracked and edging falling off. Contacted customer service, sent pictures and this was their reply"Even though it is not stated on our website, it is understood that returns and exchanges require proof of purchase, as this is a standard business practice not just for Restoration Hardware but for most companies" We clearly stated it was an anniversary gift and that we didn't have an order number nor were we prepared to be so rude as to ask our friends for a receipt after a year. And why was this even necessary ? The question that this is not a RH product was never brought up. Conclusion- overpriced chinese made junk along with a total disregard for their customers
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ID
#263954 Review #263954 is a subjective opinion of poster.
Location
New York, New York
New Reviewer

Restoration Hardware= TERRIBLE

I ordered my nursery furniture from Restoration Hardware in June 2011, they called me last night (September 8, 2011) and told me they had to add $736.00 to my credit card because they made a mistake when I placed my order in June. 3 months later and they are charging me $736.00, and for what? They said they forgot to charge me for a rug that has been in the room for 3 months, delivery charges (however, they delivered the furniture!!???) and sales tax...are you kidding me? How do you forget to charge someone but deliver it anyway? Customer service is a joke, they direct you to the credit card company who can do nothing to help me since they did not place the charges on my card, the company did. NEVER order from there again.
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1 comment
#370068

most people would be happy to pay for what they get. i am sure you noticed that your bill was much less than expected without the rug. take some responsibility for your own actions.

ID
#260605 Review #260605 is a subjective opinion of poster.
Location
Connellsville, Pennsylvania
New Reviewer

Restoration Hardware Poor Quality Furniture & Customer Service

Buyer BEWARE of Poor Quality Furniture and Customer Service!! My husband and I purchased a "refurbished" dining room table from Restoration in Chicago off North Avenue. We received no care instructions to inform us that basically this table is for viewing only and not usable in any way. My husband accidentally spilled some water on the table and as we wiped it up the finish came completely off the table. We immediately contacted their customer service 800 # and have only now 6 months later received a resolution which was "you should have used a place mat". Problem is that we did and it was cloth so the water soaked through it and still took all the finish off. We asked them multiple times for the finish color or some other help to correct the table if they were unwilling to exchange it, and received no feedback. I will personally never purchase anything from RH and would recommend if you're considering that you ask them MANY questions about the care of their furniture. My sister had a purchased a couch from them several years ago that has also fallen apart and the fabric has torn. I always fall for the refurb, bare looking wood but there is NO treatment on the wood (literally not even any sealer) so buy at your own risk and hope that you never get any food, drink or anything ever on the table. Good Luck!
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1 comment
#488020

If you don't understand the concept of unfinished wood you shouldn't be spending your kids college money on furniture. Next time you're at Mickey D's buying your fat kid a happy meal, snag a few extra place mats.

BTW: donut grease and burns from the Basic cigarette you left burning on the edge will also leave a mark. You're welcome.

ID
#260115 Review #260115 is a subjective opinion of poster.
Location
Chicago, Illinois
Service
Restoration Hardware Customer Care

Restoration Hardware has terrible deliveries.

I have ordered several items from restoration hardware over the past year, and they are terrible every time. I ordered a bathroom vantity which took them almost 9 months to deliver. I ordered a headboard that was backordered. Finally, I ordered a mirror of which they showed up an hour and a half late for the delivery and forgot to give us the hardware to hang the mirror. When I called about the hardware, they told me that it would take them a couple days to see if they could even find the hardware...I am still waiting hear back.
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1 comment
#306278

That is interesting to hear. Restoration Hardware is a very popular store.

Most likely due to it's trendy interior design. But you never hear about their service.

If true, the things you mentioned are unexceptionable. I will keep it in mind and lets friends know what I saw "online"

ID
#246012 Review #246012 is a subjective opinion of poster.
Location
Greenville, South Carolina

Restoration Hardware - Shoddy Manufacturing

I purchased some Pharmacy Cabinets from Restoration Hardware. It was bad enough that it took nine months, yes, nine months, for the merchandise to be delivered. What's worse is the complete shoddiness of the manufacturing. They could not have been made any worse. The cabinets are terrible and they should be ashamed to peddle such poorly made ***. For a company whose image is based on quality and aesthetics to sell such inferior goods is incomprehensible. Unfortunately they were installed and tiled around before I tried to put in the shelves. From cheap rivets to crude plastic brackets there were several obstacles to putting in the shelves, all of which stemmed from either design or manufacturing flaws.
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1 comment
#593876

My burnished steel Pharmacy Medicine Cabinet started rusting less than a month after being installed. Nothing unusual about the bathroom -- a bit moist after showers.

Customer service response? The cabinet isn't waterproof.

ID
#243890 Review #243890 is a subjective opinion of poster.
Location
Newburgh, New York
Loss
$595

Poor Service and Quality from Restoration Hardware

The problem with Restoration Hardware is that for all their glamorous catalogues and well laid out stores, this is a mail order company with an attitude. We ordered thousands of dollars of furniture for our house and half the furniture arrived damaged - when it arrived. We waited up to 8 weeks for towels and are still waiting more than 5 months for a piece of furniture. In addition, they actually ship fragile items like mirrors and certain large items including some furniture by UPS instead of using "white glove" delivery. For the prices they charge, that is unforgivable. When one calls to complain, they give one patronizing excuse after another. They also go out of their way not to provide any contact information other than the same customer service number that offers the same non-answers working off the same script that shows contempt for their customers.
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1 comment
#296547

so... don't shop there! but, do let us know when you find the same type of pieces, with the same price point, elsewhere.

ID
#242100 Review #242100 is a subjective opinion of poster.
Location
Las Vegas, Nevada
New Reviewer

WORST customer service and policies

Do NOT shop at Restoration Hardware if you care at all about customer service. I cannot believe this is possible, but I received a gift card for $750 for my wedding. I bought a couch online and went to enter the gift card number - only you can't use gift cards online. So I called, and was told that they could not accept gift cards over the phone or over the internet, and I had to PUT IT IN THE MAIL. Ok, fine. So then I move and unfortunately, misplace the gift card - totally my fault. I had the number, the date of purchase, and all relevant information, so I called and asked them to replace it. They cannot replace gift cards, they're "like cash". No one had an answer for my question - "so, you ask people to put cash in the mail?" Now, this is all happening after they deliver the couch, BREAK my front door, and refuse for hours to send a locksmith so I can close my front door and lock it (it was a Friday - the actual quote from the *** in customer service was "wow, I'm SO sorry! That is dangerous to have your front door like that - I will do everything I can to take care of this...when I get back into the office Monday morning") When I asked to file a claim to have the gift card replaced and my delivery fee waived, some *** promised me he'd have an answer for me "within a week". After three, I called him, emailed him - no answer. A month later, I went into Restoration Hardware and told them what happened. They said "we'll get back to you in a week". Two weeks later, I had to email the guy who gave me his card. Two weeks after that, someone called me to tell me, nope gift card is gone, no way of getting my $750 back. So they have essentially stolen $750 from me, with no recourse available to me. And the best part is, it's only so-so furniture - the couch came with threads loose, not worth $2500 by a long stretch. Certainly not worth the ridiculous gift card policy and not worth the absurdity of my experience with this awful company.
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ID
#239985 Review #239985 is a subjective opinion of poster.
Location
Parkville, Maryland
Service
Restoration Hardware Customer Care

Restoration Hardware

I reecntly contacted Restoration Hardware in Tampa FL Hyde Park regarding furniture that I had seen on line and spoke to Penny. I was interested in buying a leather sofa, chair and ottoman and called to see if I could see it in their showroom. Penny advised me that the sofa was there and that she could send me brochures on the furniture that I was interested in. She proceeded to try to extract personal information from me. I gave my PO BOX as a mailing address and she pressured me for a home address which I wouldn't disclose. She then asked for my phone number and I was reluctant to give it to her but she said, "Don't worry we don't share information." Two days later, I recieved a call from PENNY at the same store asking about my status, whether I was coming in to buy, etc etc...I didn't even have a chance to get there to see the furniture!!! I still didn't get the brochure you promised! I get it! I have problems before I even get the chance to buy something to have problems! CHEESH! Finally, Penny, send me your cell phone number so I can harrass you at work will you?
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ID
#235438 Review #235438 is a subjective opinion of poster.
Location
Saint Petersburg, Florida
New Reviewer

Manufacturing defects

2 year old dining table and BR dresser with veneers that are splitting. First denied any compensation. Then with additional photos they agreed it was manufacturing defects. They will only do a gift certificate, however, they don't sell any dining tables in the dark finish of the table that my chairs were done custom to match. They kept telling me I could only get a gift certificate because the order was made with a gift certificate. I told them I could prove the transaction was made with a credit/bank card. They said it didn't matter, they would only send a gift certificate and then said because the furniture was more than 90 days old. I asked about casegood warranties- turns out they have NONE! They only reveiw on a "case by case" basis. We'll see if they even send a gift certificate. Furniture looks nice but terrible quality and no warranty.
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ID
#232564 Review #232564 is a subjective opinion of poster.
Location
Kansas City, Missouri
New Reviewer

Restoration Hardware -- long wait times for defective furniture

I will never purchase anything from Restoration Hardware again. 5 1/2 months ago, we ordered a sofa and armchair. These are custom items, and have to be manufactured specifically for us. Fine. They promised 6 to 8 weeks. They delayed the order not once, but twice, so that it took 3 1/2 months to receive the items. Then, upon delivery, I could tell in the first second I saw it that there were stains and scuff marks all over the sofa (uh, quality control, anyone?). We asked for a replacement sofa, which again had to be custom ordered. So then, 6 months after the original order, the day before the replacement sofa was to be delivered, the delivery service calls to tell me that there are black stains all over this sofa, and they're returning it to Restoration Hardware, and ordering ANOTHER replacement sofa, which will again take 3 months to get -- for a total of 9 months wait time from when the original order was placed. Unacceptable. I call RH myself, and they offer me $250 cash back off the order, or a $500 discount on the stained sofa if I want to keep that. They wouldn't budge any further than this, even though it was going to take 9 months and over $3500 to simply get a living room set (that is, if that 3rd replacement sofa hadn't come with stains as well, like sofas #1 and #2 did). I told them to come and pick up the armchair, that we are returning everything and canceling the entire order. After I pushed further, explaining how utterly inadequate their attempts to satisfy me as a customer were, they agreed to give me a $150 gift certificate towards a future RH purchase. Like I will ever go near their store again. This company totally failed, across the board, and I am outraged.
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2 comments
#384921

My experience was nearly identical. In short, their quality control is absolutely terrible and it is not worth the aggravation. I've had a better experience with lower end retailers and it makes no sense to pay top dollar for garbage products and trashy treatment.

I purchased a sconce lamp, chair and ottoman from them. The chair had gunk all over the back and the cushion didn't lay flat. The ottoman, which was supposed to take a few weeks, was pushed back several times and came nearly 4 months later. When it arrived with my replacement chair, it was a different color than the chair. The chair's cushion still didn't lay flat and there was excess fabric that created bubbles. I returned them both.

As for the sconce, within a day of hanging it, the wire broke and the whole thing bent/ was ruined. I returned it and was left with a $300 bill to fix the drywall on which it was mounted.

The service reps are courteous but offer no satisfactory remedies. Getting your money back does not factor in the 4 months of aggravation and constant calls/ scheduling for delivery and, in the end, I'm left with a $300 bill for fixing my wall. After much venting they offered me a $50 gift card that I refused since I will never buy anything from them again.

#289444

I've been waiting 8 months for a chair & ottoman. They've pushed back the date 8 times. Beyond annoyed.

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ID
#225828 Review #225828 is a subjective opinion of poster.
Location
Medford, Oregon
Loss
$6

Restoration Hardware is a joke

Ordered two pieces of furniture from them in Sept. 2010. It is now Feb. 2011, still no furniture and the expected delivery date has one been changed to April/may or most likely June. No explanation is ever given for the unreasonable delays. Stay away from Restoration Hardware. Their customer service is awful, they just don't care about their customers. I've read other bad reviews about this company, now I am concerned about the quality of the furniture if it eventually does come in. They don't even tell you about the delays, you need to check your order status online to discover changes in delivery.
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2 comments
#676172

I would not recommend Restoration Hardware to anyone. The measurements in the catalog of their light fixtures are inaccurate.

The merchandise I received was

defective, replaced and the replacements had defects. Because the size of the light fixtures was wrong, I had to hire a carpenter and drywaller.

This should have been an easy installation and turned into a nightmare. No more shopping at

Restoration Hardware for me.

#314355

I bought 4 dining room chairs back in May. I got 4 chairs delivered to my home, but one was damaged.

I was told to keep the damaged chair until they replaced it with a good one. Two months have gone by and I have taken off work 3 Thursdays in a row to wait for my replacement chair. Every time I go home from work to meet the delivery guys they tell me they are there to pick up a chair.

Every time I don't give them the damaged chair my credit card gets charged $247+. I finally got my replacement chair last Thursday...still waiting on the credits.

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ID
#220834 Review #220834 is a subjective opinion of poster.
Location
Chicago, Illinois

Restoration Hardward false delivery dates

I ordered a sofa from Restoration Hardware on October 5th. Delivery time was suppose to be 45 to 60 days. In December they call to say delivery has been delayed until late January. I just called for a delivery date and they now say delivery has been pushed to early March. If you go on-line and order a sofa they are still telling consumers that it will be 45 to 60 days. This if false advertising!!!! Has anybody else experienced this. What bull ***. Now I'm probably going to have to start over with another furniture company. Tell anyone you know not to order from Restoration Hardware.
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4 comments
#651045

I placed an order for a rug in November 2012. They said it was back ordered until February.

I've gotten several emails delaying the delivery to march, may and now July, but no emails or return phone calls with reasons or answers.

It's frustrating and sad and disappointing and confusing. I feel your pain.

#373797

Same issue for me too. I read 1 complaint about their delivery issues before ordering, and I wish that I had taken it as a warning and not bought from them.

I'm glad they warned you that your delivery date was pushed back at least. They didn't tell me. I called to check in with them and found out.

It was very frustrating and I can't believe that the behavior is tolerated by anyone.

I finally gave up and canceled the order. I couldn't wait for the item anymore and it wasn't worth it.

#251256

Same exact experience. Ordered 6 dining chairs in November.

It's February and they still aren't here. Now they are saying April. They never called me to tell me. I always had to call when nothing showed up.

After the first delay, I asked why and they said they didn't know. I told them if it was a fabric backorder, I would pick another fabric. They didn't know; only knew there was a delay. Second delay (2 months after the first), they said it would be an additional two months because the fabric was on backorder.

I'm probably about to cancel my order...since I'm sure in April, they will tell me June.

They intentionally mislead you on the website and it is so frustrated. I will never purchase anything there ever again.

#246830

I feel your pain. I ordered a dresser and nightstand in September, it's now February and I still don't have the furniture.

Now the expected delivery dates are late April and late May.

I'll most likely cancel the order. This place is a joke.

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ID
#216834 Review #216834 is a subjective opinion of poster.
Location
Tyler, Texas