Restoration Hardware Reviews

Show reviews that mention
customer service customer service order delivery furniture store items quality money
Filter review

Nightmare company! Three month ordeal that is still not resolved.

Purchased a bathroom vanity cabinet and marble top. After receiving a defective marble top it was re-ordered and this time I received a broken backsplash. Upon re order I finally received a marble top and backplash that was all in one piece only to discover the basin does not fit onto the cabinet. Another sink was ordered and it also does not fit. Finally convinced the store manager to come to my house tomorrow and access the situation. Their delivery company did not perform the white glove set up they advertise and their customer service is some of the worst I have ever experienced. My husband and I have used countless hours of our vacation time waiting only to receive damaged goods. Not to mention the hours of time on the phone, emailing pictures, stress and sleeplessness. I sent a certified letter to Mr. Gary Friedman CEO which I tracked was delivered and have not received as much as a phone call. Oh, did I mention the $900.00 overcharge? Stay tuned for the outcome. I don't have very high expectations.
View full review
ID
#681313 Review #681313 is a subjective opinion of poster.
Location
San Antonio, Texas
Pros
  • Beautiful design
Reason of review
Damaged or defective
New Reviewer

Restoration Hardware Furniture Review from Bogot, Distrito Especial

I purchased $8k worth of furniture from the Winter Park FL location. The next day, I woke up to do some research on how to care for my dream couch. Instead, I came across this website. I read horrible review, after horrible review for a few hours. Needless to say, I was very pissed and felt dupped. As soon as the store openned, I returned and requested a refund. The sales clerk was nice but reluctant in completing my request. She simply wanted to know why my attitude changed overnight. I told her about this website and she gave me some stock replies. So I started asking questions. Why isn't this company accredited by the BBB? Where is your furniture made? What is the warranty on this $6k couch? When none of her replies satisfied me, I went back to just wanting my money back. Thank GOD, nothing was a special order. (Since that too is a part of their scam). You haven't even processed my order, yet it's non refundable? Shady business practices. So there is no written warranty on furniture from this store. Just a pledge to make things right. Furniture is made in China. Which is why you can't pick it up. The BBB refuses to accredit them because of their horrible customer service and delivery issues after a sale. Right before and during a sale, everything seems great and acceptable. Once that order is placed, it's like you no longer matter. The Winter Park store didn't dismiss me. In fact, they were confident I'd be back once I completed my research. Suffice it to say, I dodged a bullet. If you want truly custom furniture, that's made in America in 38 days from your order date, that comes with a lifetime written warranty, great customer service from the actual owners, and can be picked up or delivered. Then visit cococohome.com. They are accredited by the BBB and I haven't found a complaint online. That's where I will be spending $10k next week when I fly up to design my new furniture from scratch. The workmanship is impeccable.
View full review
1 comment
#1099853

Sounds like you work for "Lexington" furniture. Too bad.

ID
#659791 Review #659791 is a subjective opinion of poster.
Location
Bogot, Distrito Especial
Reason of review
Warranty issue

Called customer service for furniture specs

The customer service rep I spoke with was incredibly rude about an item I had already purchased but have yet to receive, which customer service claims will be a different size than the website lists. She couldn't answer a simple question about the dimensions and was incredibly patronizing and snobbish in response. I asked to be transferred to someone else who answered my question rather easily but proceeded to be snobbish and rude as well about their mistake with the online listing. We have bought countless items from RH over the years and this experience inspires me to never buy from them again.
View full review
ID
#655510 Review #655510 is a subjective opinion of poster.
Location
Portland, Oregon
Cons
  • Terrible customer service
  • Telephone customer service
Reason of review
Poor customer service

Damaged and missing furniture

I spent almost $10,000.00 on a bedroom set, a dining room set and accessories. The bedroom nightstand missing upon arrival and the delivery guy was more upset about him getting in trouble and didn't really care about me; no one knew where it was. After several phone calls and complaints, and weeks they finally decided to ship me another one. 2 out of 4 of my dining chairs were broken upon arrival. They were supposed to ship with my table per their website including "white glove" delivery, but they sent them via UPS, poorly packaged and damaged upon arrival. I also purchased a Gramaphone online and the neck was damaged and inside of speaker was all scratched up. Never again will I purchase anything from them. Asked to be taken off of all mailing and phone lists. Don't buy from them unless you personally take it home from the store and see it for yourself.
View full review
ID
#651455 Review #651455 is a subjective opinion of poster.
Location
Annapolis, Maryland
Cons
  • Quality
  • Terrible customer service
  • Telephone customer service
Reason of review
Problem with delivery
Loss
$500

Restoration Hardware - Dining Room Chair Review from Norcross, Georgia

Add me to the list of unsatised customers of RH. Ordered 4 custom dining room chairs in Dec 2014. Order # 998****. Now June and I still don't have the chairs I ordered. Twice they sent the incorrect chairs out. TWICE! They no longer make furniture in USA but in China. Custom made in China, what a joke. I cancelled my order will cut up my RH credit card and never do business with them again. Very poor service. Buyer Beware. Search online for stores that actually make their furniture in the US. RH is a joke. I will order chairs for my dining room from another company. RH needs to be put out of business.
View full review
ID
#646288 Review #646288 is a subjective opinion of poster.
Location
Norcross, Georgia
Reason of review
Problem with delivery

Restoration Hardware Does Not Respect Privacy

Months ago I ordered many items from Restoration Hardware and each time I did I asked NOT to be placed on any email or mailing lists. That did not stop them. I received a flood of emails and catalogues at my doorstep. I have called and emailed asking to please be removed from their lists. The customer service department responded with maddening FORM emails in return. The catalogues and emails kept coming. Yesterday- 8 months after my first request to be removed from their list- I received a HUGE STACK of shrink wrapped catalogues. Restoration Hardware does not care about my privacy and does not care about the environment.
View full review
1 comment
#993843

They continue to send us stacks of catalogs as well, after they have put us through sheer *** over the past 6 months with sending us damaged tables multiple times.

I look at it this way....they continue to waste their money on sending me catalogs that I will NEVER AGAIN buy from.

These catalogs must cost them a fortune to produce.

I open them happily, peruse them, get design inspiration, and then I buy elsewhere (at a lower cost, receiving much better quality).

Please RH....continue to send me catalogs so that I can continue to do this.

Does this company have great style?

Yes. Do they manufacture bonfire worthy pieces of garbage in China?

Yes, they do that too.

ID
#643967 Review #643967 is a subjective opinion of poster.
Service
Restoration Hardware Customer Care
Reason of review
Poor customer service
Loss
$500
Preferred solution
Let the company propose a solution
i purchased thousands of dollars worth of the outdoor Antibes furniture and within one year every piece was peeling. It looks awful. REstoraton Hardware (Richmond VA) told me at the time they hadn't had any similar complaints. I then happened to visit the outlet...
View full review
View full review
3 comments
#1932292

Please contact me if interested in doing a class action suit against this company. Theresaferro@***.net

View more comments
ID
#643235 Review #643235 is a subjective opinion of poster.
Location
Glen Allen, Virginia
Reason of review
Bad quality
New Reviewer
Assuming the furniture we are ordering from Restoration Hardware is being delivered from here...otherwise, this is a general Restoration Hardware review about their furniture and service. To preface, in my opinion, people who write reviews often do so to set out with...
View full review
View full review
ID
#635986 Review #635986 is a subjective opinion of poster.
Location
Jackson, Mississippi
Pros
  • Furniture and bed linens
Reason of review
Problem with delivery

Restoration Hardware - Refund Policy Review from Atlanta, Georgia

Have waited over a month for a refund check that was sent to wrong address after specifically stating the billing address was a house that was closing on sale . I even called customer service to remind them to send check to my current shipping address . Customer service has told me the check will be reissued , after calling several times and getting the run-around I called the houston store manager , she then gave me a ups tracking ! The check should be here tomorrow crossing fingers they got the address right !!! Also , the distribution center sent the wrong color dresser ! Pain in the butt especially after spending 23,000 on furniture .
View full review
ID
#628430 Review #628430 is a subjective opinion of poster.
Location
Atlanta, Georgia
Reason of review
Not as described/ advertised

Non-delivery of paid for items and overcharging for undelivered items

I am a physician who as an anniversary gift for my wife bought her a dining room set from Restoration. Order #1026**** Belgian Slope Arm Slipcovered Armchair Belgian Ladderback Upholstered Side Chair Salvaged Wood & Concrete Trestle Rectangular Dining Table Unfortunately, this ended up being one of the worst retail experiences I have ever had. I ordered 10 dining chairs and a trestle table totaling $7000. Almost four months later I have received the chairs and yet no table. I've called over eight times to the customer service center with promises of "making things right." And yet, I still have a bunch of chairs and no table to go with it. The company has no explanation for their multiple bungles. To make things worse, the company has overcharged me over $1500 on the order. While I appreciate the customer service agents kind demeanor and verbal willingness to help the customer, ultimately they and the company fail miserably on execution. I highly recommend not buying anything from Restoration Hardware that you cannot carry out of the store yourself.
View full review
ID
#624839 Review #624839 is a subjective opinion of poster.
Location
Pelahatchie, Mississippi
Cons
  • Telephone customer service
  • Order pushed 5 times
  • Wherehouse customer response
Reason of review
Poor customer service
Loss
$7000

Poor Quality

Ordered 10 Soda Fountain barstools and 5 cafe chairs. Both are breaking within 3 months of use. In fairness the company offered to send replacements, but I'm not sure it's worth it since it happened to multiple units, so it's not a "one-off" lemon situation. I went to the company's website to leave reviews there when I discovered they don't have reviews on their site! I find this suspect. I feel that others are probably experiencing the same problems but aren't taking the time to leave reviews elsewhere. I'm hoping that by writing this, someone will save their money and shop elsewhere.
View full review
ID
#622858 Review #622858 is a subjective opinion of poster.
Location
Brooklyn, New York
Reason of review
Bad quality

Ordered two cloches they were to be delivered in March, but now April 6, now they don't even know!

Ordered two cloches in Dec. 2014 they were to be delivered in March, but then April 6th and now they don't even know if we will get them! Nice thanks! I will NEVER buy from RH again and I will spread this to friend and family so they Don't Either!! They suck I hate them, never ever buy from the company ever! Next time I will read reviews before I purchase from this or any other company again, did I tell you they are awfull? Yes they are and hopefully they go out of business very so as not to ruin other peoples orders!
View full review
ID
#620208 Review #620208 is a subjective opinion of poster.
Location
West Jordan, Utah
Cons
  • Terrible customer service
  • Order pushed 5 times
  • Quality
Reason of review
Problem with delivery
Loss
$95
I have quite a bit of Restoration Hardware items in my house, faucets, pulls, towel bars & hooks. I have never purchased furniture. I was going to purchase a coffee table ottoman that is about 48" W x 28" D x 17" H (it would have fit in my husbands truck or the...
View full review
View full review
3 comments
#1114656

I won't purchase anything again from Restoration Hardware either. I bought a scrabble game for the wall.

And the shipping was 199.00. I couldn't believe it!

They have a lost my business !!!

View more comments
ID
#616876 Review #616876 is a subjective opinion of poster.
Cons
  • Telephone customer service
  • Terrible customer service
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution
New Reviewer
Bought 6 metal chairs and all had sharp edges. Two had chips down to uncoated metal. Living in NYC not easy to return 6 chairs so I offered to test filing down the sharp edges myself. That worked. I returned the two chipped chairs to the showroom. The replacement...
View full review
View full review
ID
#614105 Review #614105 is a subjective opinion of poster.
Location
Brooklyn, New York
Pros
  • Beautiful design
Cons
  • Quality
Reason of review
Damaged or defective
Loss
$500
Preferred solution
Let the company propose a solution

Restoration Hardware - Lampshade Review from Penticton, British Columbia

Ordered a lampshade. RH sent me the wrong shade. Bought the shade just prior to moving. Shade went into storage. When I discovered it was incorrect I contacted them. Made to feel like a second class citizen. Worst service EVER! They would refund the $80 for the shade but would not cover shipping which was $80?! Unbelievable. Just goes to show you that they don't stand behind their products or their service. Shameful! I wish I could return my $10,000 restoration couch set just to make a point. I will never purchase from RH again. I was once loyal but no more
View full review
ID
#609283 Review #609283 is a subjective opinion of poster.
Location
Penticton, British Columbia
Reason of review
Poor customer service