Resolved
Julieann Jph
map-marker Dublin, Ohio

Resolved: Dining Table Lasted 3 Months w/ No Use

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Restoration Hardware - Dining Table Lasted 3 Months w/ No Use
Updated by user Jun 11, 2015

It is 6 months later and we still do not have an undamaged table in our home from RH. They have since delivered at least 5 different tables to our home.

ALL arrived with damage.

Furthermore, this table is advertised as "solid oak". The most common defect that we have se...

Original review Dec 07, 2014
We ordered the grand ballaster table for our dining room after the first table we ordered from them (17th Century French Montasery) arrived in horrible shape (massive scuff down the top of the table).

Well, this one also arrived damaged, but the scuff was minor enough to cover with their repair kit (which we paid for and the kit only arrived with half of the components...3 times!!!!).

As of today, after 2.5 months of having this "solid oak" table, we noticed severe cracks along the outside edges of the table top (attached image). There are about 10 of these cracks that appeared suddenly.

This table has been in our dining room unused for 2.5 months. How in the world could this happen???

When I called RH they had the audacity to say to me that "cracking and splitting is normal with age". What?!?! You're telling me that my 1400.00 dining room table is supposed to crack after 2.5 months?

I had an antique, 100 year old, oak table previously that had zero signs of cracking. This is not normal, nor is it acceptable.

The company then proceeded to tell me that my table is out of stock. They refuse to refund my money.

Why would I want the same low quality table in my house when I know that this will just happen again?

A warning to anyone considering shopping with this company... Save your money and go to a trusted furniture store. Even the lowest quality companies produce better product than this! I have never, in my life, seen a table do something like this.

This company also conveniently does not have a facebook page where you can share your experience. You have to rely on their crummy customer service, via telephone where nothing can be publicly documented, to resolve your issue.

Regardless, I will share my experience with everyone that I know.

This company is just too expensive to have any excuse to put out such poor quality.
View full review
Loss:
$1355
Reason of review:
Damaged or defective

Preferred solution: Price reduction

2 comments
Dallie Ybx

I have had the same experience with RH they keep sending me damage items and pretty much tells me it's my fault and now I have complained so many times and told them what I think about there products and so they toke me they will not sell me anything else because they sell *** stuff there customer service sucks too

Guest

I had the same experience with the same table. I had 3 and all of them eventually started to crack around the edges of the table.

The last one I received the table legs were also cracking.

I was lucky enough to just end it there and get a store credit. Now I have a store credit and I am afraid to buy another table from them.

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Anonymous
map-marker Norfolk, Virginia

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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Reason of review:
Poor customer service
Anonymous
map-marker Portland, Oregon

Called customer service for furniture specs

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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
Cons:
  • Terrible customer service
  • Telephone customer service
Reason of review:
Poor customer service
Anonymous
map-marker Annapolis, Maryland

Damaged and missing furniture

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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
Loss:
$500
Cons:
  • Telephone customer service
  • Wherehouse customer response
  • Order pushed 5 times
Reason of review:
Problem with delivery
Anonymous
map-marker Norcross, Georgia

Restoration Hardware - Dining Room Chair Review from Norcross, Georgia

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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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Reason of review:
Problem with delivery
Resolved
Angelin Bfc
map-marker Fort Worth, Texas

Resolved: Paid $16,000 for furniture that has been delayed 10 months!!!!

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Restoration Hardware - Paid $16,000 for furniture that has been delayed 10 months!!!!
Restoration Hardware - Paid $16,000 for furniture that has been delayed 10 months!!!! - Image 2
Updated by user Dec 04, 2014

Update:

Restoration Hardware has made this issue right, just as soon as corporate found out. It seems there was a bunch of miscommunication, and while I still feel the company had a huge blunder... the woman from corporate who contacted me has been nothing but a pleasure...

Original review Nov 20, 2014
I ordered the Costa Collection (and yes almost the entire collection) and ordered two chairs, two chase, tables etc... Spent about $16,000 on just this collection and order alone.

This order was placed March 2014 and was promised by end of April 2014.... It is NOVEMBER! We have received a NEW notice these items have been pushed back AT LEAST 5 times now. And now the new estimated delivery date is JANUARY.

This is so completely unacceptable. I would not have purchased if in March they had said delivery would be NEXT YEAR!

I think it was a huge scam by the company to sell a product they didn't have enough of, and switch you to the other. They have offered several times to "find a different suitable product." Most are probably so frustrated, and just want furniture that they fall for that bait and switch tactic.
View full review
Loss:
$16000
Pros:
  • Design is beautiful
  • Sales agent in-storenot her fault
Cons:
  • Telephone customer service
  • No reason why
  • Order pushed 5 times
Reason of review:
Problem with delivery

Preferred solution: Price reduction

Jaquel Zzb
map-marker Brooklyn, New York

Parsons Table & Madeline Metal Chairs

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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 chairs come and the coating is so thin in some areas it looks like a light grey, rather than the brown we purchased.

In the meantime I notice the table has a couple of cracks running lengthwise on one of the legs and where the table splits to add the leaves doesn't match up quite right, maybe an 1/8" gap. They agree to hand deliver the replacement chairs and table at the same time. Would have been nice if they took the two unacceptable chairs with them, but they don't. Now have to ship out via UPS.

While we generally like the table and chairs we don't feel the quality is there considering the price.

Without a doubt I like the "look" of many things in Restoration Hardware, but can't imagine I will ever purchase another thing from them. The items look beautiful, but this experience has left many questions in terms of their quality assurance.

I'd have expected this type of stuff to happen if we purchased at Target, but not RH. You live and you learn.

View full review
Loss:
$500
Pros:
  • Beautiful design
Cons:
  • Quality
Reason of review:
Damaged or defective

Preferred solution: Let the company propose a solution

Anonymous
map-marker Pelahatchie, Mississippi

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

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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
Loss:
$7000
Cons:
  • Wherehouse customer response
  • Telephone customer service
  • Terrible customer service
Reason of review:
Poor customer service
Anonymous

Restoration Hardware Does Not Respect Privacy

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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
Loss:
$500
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

1 comment
Guest

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.

Anonymous
map-marker Brooklyn, New York

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.
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Reason of review:
Bad quality
Anonymous
map-marker West Jordan, Utah

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

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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
Loss:
$95
Cons:
  • Quality
  • Telephone customer service
  • Order pushed 5 times
Reason of review:
Problem with delivery
Anonymous

Extremely Expensive Shipping

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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 back of my sedan). The shipping was a flat rate of $199. I inquired about the shipping charge (most other competitive companies are charging between $30-$75 dollars) and the store clerk said they charge a flat rate no matter what the item/s are. I can understand feeling like you are getting a deal if you are purchasing a whole new living room or dining room set but ONE ottoman, $199 seems excessive.

When I wrote to customer service, the response I got was pretty much the same, "Please know that shipping and handling fees cover all costs related to the processing of your order, the handling and packaging of the merchandise, and the carrier fees. We make every effort to keep our customers informed about the cost of our shipping by making our rates available online and in our catalogs, and we only charge what is necessary to support our business. We are, therefore, unable to reduce or eliminate our shipping and handling fees."

This response is a complete crock of you know what. I checked with some other carrier companies and UPS and their cost is a fraction of that $199. I haven't purchased anything from Restoration Hardware for a couple of years, I now won't be purchasing anything based on their lack of customer service. Maybe the company isn't doing so well, that is why they have to make a margin on shipping. Buyer beware!

View full review
Cons:
  • Telephone customer service
  • Terrible customer service
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

3 comments
Guest

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 !!!

Guest

I wanted to buy a bath rug but the store had no sample or swatch. They told me to just buy it online and return it if I didn't like it!

I pointed out I would pay over 25 dollars for a few rugs that cost in total over $100. I got the identical bs from them that you did. What a joke this co is.

And the sales people are rude and indifferent - guess they don't need my $.

Guest

Actually there is no margin on shipping. Saying UPS delivers the same item for less is misleading because UPS doesn't deliver this item through RH!

This coffee table ottoman is delivered by a furniture delivery service. These guys use a freight truck, have it unpacked at your home, brought inside and placed in whatever room you want on the 1st or second floor, and remove any packing material. Sure, if it shipped UPS you'd pay a lot less, but then you'd have a coffee table sitting in a giant wooden crate on your doorstep with no help to get it inside.

The $199 shipping covers shipping to your local warehouse, scheduling, driving to your home, unpacking, placement and packing removal. That is a lot.

That is why it's $199. Yeah, it seems like a lot bigger bargain when you are getting multiple pieces, but to bring up UPS when they aren't even part of the equation is misleading/uninformed.

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Anonymous
map-marker Glen Allen, Virginia

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 store in Leesburg and saw many pieces with the same issue. I contacted them to ask if they at least sold the same paint color and they said no. I haven't purchased anything from them since.

My pool furniture still looks atrocious and worse every year, of course.

I see that others have had the same experience. The end caps of the chairs (lounge and dinign) have also popped off.

View full review
Reason of review:
Bad quality
3 comments
Nickalous Ztm

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

Guest

I have had the same experience with my set of Antibes furniture. Peeling paint and finials that pop off for no apparent reason.

Needless to say, I will never purchase furniture fro. RH ever again.

Nickalous Ztm
reply icon Replying to comment of Guest-1000424

I have the same experience and I am at my wits end with all the pieces chipping completely off.,

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Anonymous
map-marker Springfield, Missouri

RH stuff is pure junk!

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Built a brand new dream house. Decorator helping was all about the RH look and product.

Research and homework indicated that we not purchase from RH, rather we were looking for more quality furniture at this stage in our lives. After much persuasion, we were more or less talked into RH. Even when we would say "but look at all the bad reviews", the response was "the only people that write reviews are the ones that want to complain". Should have followed our instincts.

We ordered about $7,000 worth of merchandise. To say RH stuff is cheap is an understatement. In addition, the whole delivery and return process is very difficult. The "look" is there, the quality is not.

So terribly disappointed in RH and still waiting for returns to be credited to our account. Will personally never walk into another RH ... don't be fooled by their marketing and nice catalogs and incessant emails and sales. RH could not give me their stuff at this point.

It belongs in a junk yard.

Via this review, hoping to save someone else from all of the aggravation we have undergone by shopping at RH. It definitely added much unneeded stress to our new home and move.

View full review
Reason of review:
Bad quality, delivery, damaged, not as described
1 comment
Guest

Our experience was the same. Unfortunately RH does not allow for on-site reviews (because they know that their sales will tank), nor do the have a social media presence, allowing customers to voice their concerns publicly.

They have zero accountability for selling overpriced garbage and their customer service is a joke.

People continue to shop here purely based on image and to say "I went to RH".

Personally, I will never even think about stepping foot in another one of their stores.

They can continue to send me their ridiculous catalogs, for the sole purposes of me being able to use them as decor inspiration, and then buying similar pieces elsewhere.

I want to take every piece of furniture in my house that is from RH and light it on fire in my yard. That is how much I now despise this company.

And good luck getting their attention with these reviews. They don't read them, nor do they respond to them.

Anonymous
map-marker Atlanta, Georgia

Restoration Hardware - Refund Policy Review from Atlanta, Georgia

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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 .
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Reason of review:
Not as described/ advertised
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