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
New Reviewer

Restoration Hardware dining room table

I ordered a farm table (dining) from Restoration Hardware. When they delivered it the men did not put the extensions on either side. They are very heavy so when my husband got home that night we put them on and they did not fit. I called RH and they said they would order me another one which would take about 3 weeks. Mind you this is in November. In January I called there office to see where the replacement table was or the status of its delivery. They said since there had been problems with my first delivery they had taken extra time having their " quality control " people inspect the replacement table to assure no problems would happen again. Well, the new table came and when the delivery men tried to attach the table legs they found that the legs were at least an inch off and could not be attached. I called RH and they asked if I wanted the delivery men to take both tables back & I could order a third. They would even give me 20% off (which by the way was the ongoing promotion already). I elected to have both tables loaded up so to put me out of my misery. What I learned is their furniture is put together like a puzzle. If the pieces don't fit you're out of luck & their "quality control" guy needs to learn how to put puzzles together. This whole scenario has wasted my time & energy and I'm still without a dining room table. I guess I need to go shopping.....but it won't be to RH. The furniture in their catalogs look great but the quality is definitely not very good.
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2 comments
#522532

Yeah that sounds terrible. I build similar tables to restoration hardware but all my wood comes from American barns, and it is all made by me in the USA.

RH is made is China. I can build or you can build my current table I just finished for same price as RH and that will include shipping since it will be coming from Utah. The table I just finished looks very similar to the Farmhouse Salvaged wood rectangular table RH carries.

Email me if you would like more info or photos. Benjaminroedel@***.com

#496905

We had a similar experience with a distresses wood table. It was delivered three different times because the extensions did not fit into the table.

We told them that there were no holes for the extensions to fit into but it took three deliveries to finally get it right. The table was quite expensive but the quality was not consistent with the price.

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ID
#294304 Review #294304 is a subjective opinion of poster.
Location
Sanger, Texas

Restoration hardware rip-off

Customer service requires multiple phone calls at an hour minimum. No one knows what the complaint is regardless if you have spent hours conveying it. If they say they will call you back, you might as well whistle dixie. They delivered a desk that was damaged by their delivery service. The reason they damaged the desk is that they were insulted having to have to put it together. They turned it over on the porch with no protection and damaged the top. They would have delivered a 2,077.00 order at the front door and let me put it together plus dealing with the boxes. The bill was completely wrong with Restoration Hardware unaware of what their credit card company had to say. They have known the complaint since early November without any contact. There is no way I will ever deal with this ridiculous company ever again. JCP has a better accountability than this high priced rip off.
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1 comment
#401238

Perhaps I can weigh in and provide some suggestions as I worked at Restoration Hardware for over 4years. First,did you purchase the desk at the store, via phone or online.

If you went into an actual store, contact the store and speak with your associate or the store customer service representative. Better yet, speak with the store manager. They should be able to navigate the process with Tracy(furniture customer service). Customer service might suggest that "Furniture Medic" come to your home and assess the problem but I would suggest a complete no-charge replacement.

FYI - Also you must request that they send you a no-charge replacement or else they will charge you for another desk and credit the defective one upon its return. Also, why did you not refuse delivery? I'm not implying that it is your fault, it just becomes such a process trying to schedule a delivery and a return as well. Finally, I will suggest that you ask for some sort of restitution for the inconvience that this has caused you.

Worse case scenerio, I would suggest that you contact the Flatiron store and speak with the in-house customer service team. Unfortunately, there are some areas of opportunity with the phone customer service team, however, if you speak with a store customer service agent, you will have a contact and they will do their best to resolve your issue.

I've purchased several pieces of furniture and I have had a few bumps along the road. Fortunately, I have been able to navigate the process with the right resources to have my issues resolved.

ID
#284089 Review #284089 is a subjective opinion of poster.
Location
San Antonio, Texas
New Reviewer

Restoration Hardware-Very Poor Quality Furniture

It is now the end of December and we have been trying to sort out a furniture situation since September. The new "antique reproduction" furniture is ***. We ordered 8 dining chairs and they came with cracks in the wood, dried glue running down the legs and chairs that...
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9 comments
#597452

we were looking for a distressed dining table, we chose restoration hardware in print it looked great. I have the table 3 days and already had two members of my family hurt by splintering wood.

I called HR initially they said they would send someone to repair or a new table. I chose repair. That evening we recvd email stating "they looked into the problem and there is NONE, so no further action is warranted. Such nonsense.

This is irresponsible behavior I feel like contacting an attorney. No one should be hurt esp from a table that cost 3K

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ID
#282632 Review #282632 is a subjective opinion of poster.
Location
Dallas, Texas

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
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