Worst order fulfillment in the business

Every time I order from RH they say they have the items in stock. Then, after a few weeks pass, they let me know that the items are no longer in stock and that I can expect delivery in a couple of months. A couple of months pass and then they let me know that it will be a couple more months. I believe the average lead time for delivery of furniture that they claim to have in stock has been about five months for us. They also like to tell you that your order is on the way and later tell you that the item is back ordered and that they did not really mean it. After a month or two, they call and tell you that they have discontinued the item. If you order from RH and actually get what you ordered in anything less than a month, it is a miracle and you should cherish the moment because it will never happen again. Does anyone run this company? Does anyone in company management care?
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ID
#709516 Review #709516 is a subjective opinion of poster.
Location
Seatac, Washington
Reason of review
Order processing issue

Warm White Sconces

I liked the look of the "warm white sconce," and ordered one to see if it was as advertised. It wasn't. Although whites vary a lot the picture shown several times was that of a true/cool white. My sconce was a pale yellow and when I asked if this was an anomaly, or if they were all this color I was told that yes, they were cream. Then, the sconces went on sale the next day for $90 under the original price, so I tried to order 4 more knowing I would just paint them, as I liked the shape. Although the 10 "warm white sconce" was advertised from $219 to $129 on sale - picture and all, when you go to buy it, it comes up $179. If you look at the pictures of each sconce, it clearly states which ones start at $129, $179, and $189. Well, this was way, way, too much for RH to solve. Forget how it was advertised, about a hundred times they told me the sconce was $179 (because that is what the click came up) even though it was advertised as $129. I don't know what they would do if they had a difficult problem. There was another issue but I don't even want to talk about that. Just to say, when something goes on sale - be careful. We rely on companies to get it right and we may not catch that the "add to cart/click" is a different price because we are focused on the sale price that is advertised - with the picture next to it. We are all so busy it is an easy thing to miss. Then trying to get an order returned or cancelled is again, way, way, over their head. I'm over RH.
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ID
#707962 Review #707962 is a subjective opinion of poster.
Location
Kailua Kona, Hawaii
Reason of review
Pricing issue

Refusal to pick up an unwanted couch

I bought a new couch from this rotten company. It was delivered and had a horrible smell. I called them to pick it up, pick up was scheduled for next day at 12:00 2:30. Driver called at 2:00 said he was running 1/2 hour late. 3 hours later still no phone call. I called six times they never showed to pick it up. I suggest you never buy anything from them as they are rotten to the core when it comes to customer service. I will never buy anything from them again. They are really a bunch of liars. I told them that I have asthma and the smell is making me sick. Still no cooperation. They are worthless in the customer service department.
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ID
#707491 Review #707491 is a subjective opinion of poster.
Location
Novato, California
Reason of review
Problem with delivery

Bad chair

Ordered chairs - 4 out of six were completely broken after 3 attempted shipments. Attempting to return - but RH do not make that easy either - including nonsense about having to return samples to the store. Avoid at all cost. Poor quality - *** service - I work for...
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1 comment
#1060915

that's interesting I just had one of the leg snap off of my chairs...not some sort of glued even sure if its real wood...I think it looks like some sort of glued composite

ID
#702360 Review #702360 is a subjective opinion of poster.
Location
Marietta, Georgia
Reason of review
Problem with delivery
Loss
$800

Love the look, hate the service!

WE have bought over $20,000.00 from Restoration Hardware. I love the look, but it sure has been rocky. First we ordered the bar stools at $300 each and we ordered 5 you'd think they'd be great. Well all of the feet at the bottom have rust. WE had 2 chairs to sit on before they arrived. So I called and complained, they were more than willing to replace all of them. But I said, shouldn't we make sure first that the new ones don't have the same issue. I own my own business and I know how expensive shipping is, so I figured, I'd be nice and not have them replace all 5 if the next 5 have the same issue. So we agreed to replace 2 of the 5. They picked up the two I was returning, charged me for the two I was having shipped. (to this day I still can't tell if I have been overcharged with all the exchanges we've made) The two new ones arrive an sure enough they too have rust on the feet. So since I really loved the look, I said what the heck and kept them. Then we ordered 2 beds (king size) one for the master, and one for the guest room. Our bed came in just fine, so I'm thinking ok, first experience is just a fluke. Well the second bed arrived some time later and the center support boards didn't fit. No big deal, they left the bed here and ordered an replacement. Again, not sure everything was charged correctly, I've yet to have the time to review it all since we still aren't done. So before all of this furniture arrives, I have gone to the store and ordered a rug, a custom couch, a Library chair and ottoman and some other tables. Well the second bed shows up, I have my 82 year old parents coming to stay and am grateful that the guest room will have a bed. Well it too arrives and the center supports again are too short. Luckily, the very nice delivery man, uses some of our tools and we screw the two center supports together to make it work. They need to give that man a raise! Anyway, the couch comes in and the rug all is well. I see a sale so I buy a side table. I have the base but not stone top, have had the base for months. It is really hard to use a side table with out a top! And it looks really silly in your living room too! So finally, I fire off an email, I get a lovely email back saying they will get back to me by the 10 of September. I haven't heard a thing. So now it has been 4 months of a side table without a top. Here is my bottom line on all of this. The people they have in the stores or at least the ones we worked with are great. The furniture is really cool, but quality isn't what your paying for, rusted metal is only going to continue to rust. And rust is a weakness. When I called customer service, the really nice lady was helpful, but its not her company and so I'm sure the word never got passed up that they have a problem with the manufacture. It is in India by the way, not that this is a problem, but if I were buying from this supplier, we'd have a little come to Jesus meeting about quality. How you continue to send out a product that doesn't work I don't know. As for quality time will tell. Bottom line, if you love the look, just be prepared to deal with constant returns and issues. And you'll never really know how much you've paid until you sit down and do all of the addition and subtractions when your buying this much furniture. I just hope it last enough years to get my money's worth!
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1 comment
#1759601

Sorry to hear you had such a bad experience. Agree that RH has issues delivering with delivering everything correctly.

However, in the end they always get it right. We have $100k worth of RH furniture and they have consistently gone the extra mile every time to make sure we are 100% satisfied including things like replacing worn couch pillow free a few years later.

ID
#698523 Review #698523 is a subjective opinion of poster.
Location
Plano, Texas
Pros
  • In-store sales agent
  • Beautiful design
Cons
  • Wherehouse customer response
  • Terrible customer service
  • Quality
Reason of review
Bad quality, poor customer service and long delays
Preferred solution
Let the company propose a solution

Floor fans

I love the expensive floor fans that I purchased over ten years ago from Restoration Hardware and I would like to take good care of them. The RH store near me has closed. When I called or information about where to take the fans for service, they refused to give contact information for the manufacturer, and the only solution for routine maintenance they offered was to either ship them back to RS (which will cost more than replacing them) or drive them 200 miles to the nearest store. I just want to address small problems and make sure they are adequately oiled.
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ID
#693704 Review #693704 is a subjective opinion of poster.
Location
Norfolk, Virginia
Reason of review
Poor customer service

Nightmare dealing with Restoration Hardware

I ordered 2 nightstands and a very large heavy chest from RH. The sales people in the store are courteous and very knowledgeable..But that good feeling stops there at the door. The chest is probably 400 lbs and large and bulky. The joke of a delivery company they use sent one Mexican midget and some guy who liked to hear himself talk and complain about everything including the company he works for. They could barely carry up the two end tables without falling or bashing into the walls. They called their dispatch to get more people and told me they would leave it in the front hallway area and then they would send more people to bring it upstairs...That never happened...I've called RH 8 times and each time the sales associate put me on hold for at least 25 minutes to come back to tell me it's been escalated and they will be sending some men. Never happened and never got a call.. Called again and told them I was having the contents of my house being moved into this new house tomorrow and this was in the way. ...Again "sir I will have to escalate this and call you back in couple of hours"...It's already 4:00? Are they kidding me...I told them I'd bring this piece out to the street for garbage pickup and won't pay for it either....She was totally robotic and actually said" thank you for calling RH and can I be of any other assistance to you?" HOLY ***.... where do they get these people from? ***, uncaring, oblivious, retarded, and clueless... I will NEVER BE BUYING FROM RH AGAIN....
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ID
#683402 Review #683402 is a subjective opinion of poster.
Location
Holly Springs, North Carolina
Cons
  • Terrible customer service
  • Wherehouse customer response
  • Telephone customer service
Reason of review
Problem with delivery
Loss
$1800

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.
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ID
#681313 Review #681313 is a subjective opinion of poster.
Location
San Antonio, Texas
Pros
  • Beautiful design
Reason of review
Damaged or defective

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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.
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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.
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ID
#655510 Review #655510 is a subjective opinion of poster.
Location
Portland, Oregon
Cons
  • Telephone customer service
  • Terrible 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.
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ID
#651455 Review #651455 is a subjective opinion of poster.
Location
Annapolis, Maryland
Cons
  • Quality
  • Terrible customer service
  • Wherehouse customer response
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.
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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.
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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

RH Antibes Furniture

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...
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3 comments
#1932292

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

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ID
#643235 Review #643235 is a subjective opinion of poster.
Location
Glen Allen, Virginia
Reason of review
Bad quality
New Reviewer

Frustrated customer with a series of issues

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...
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ID
#635986 Review #635986 is a subjective opinion of poster.
Location
Jackson, Mississippi
Pros
  • Furniture and bed linens
Reason of review
Problem with delivery
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