Unclaimed
Restoration Hardware
Reviews and Complaints
250K
CLAIMED LOSSES
253
TOTAL REVIEWS
110K
PAGE VIEWS
3
ISSUES RESOLVED
Restoration Hardware Reviews
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
ID
Location
Penticton, British Columbia
Reason of review
Poor customer service
Restoration Hardware - Crib Review from Bellflower, California
I spent $2000 on a baby crib and dresser, and the pieces have cheap warning stickers all over that are absolutely impossible to remove. I have literally tried everything. For that kind of money, RH should be using thick stickers that peel off easily. Seems like a small issue, but I've spent a ton of time and energy on these darn things and can't stand looking at them anymore. It's put a bad taste in my mouth about the whole purchase.
1 comment
ID
Location
Bellflower, California
Reason of review
Bad quality
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...
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1 comment
PissedConsumer993840
#993840
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.
ID
Location
Springfield, Missouri
Reason of review
Bad quality, delivery, damaged, not as described
Purchased a couch. Terrible overall quality.
I paid $2,000 for a white tweed couch from Restoration Hardware in Kansas City two years ago. The couch has very poor overall quality. Material is fraying where we sit and the stuffing in the pillows and seat is absolutely terrible. We will be replacing this couch soon, I total waste of money. I would not recommend this store for furniture. The couch looked great in the showroom but completely fell apart in our house. I cant believe RH would offer this type of a product which has inferior quality. I would say this is a bad way to do business.
ID
Location
Kansas City, Missouri
Cons
- Quality
Reason of review
Bad quality
We bought a beautiful natural wood trestle extension table and 10 chairs at the San Francisco show room on Henry Adams. We were told the table is completely unfinished and required sealing and recommended a few products. We used a product called "Rubio Monocoat" in...
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ID
Location
San Francisco, California
Pros
- Customer service
Cons
- Quality
Reason of review
Not as described/ advertised
Furniture Review
Can't take gray anymore!!!!! Please give us some color to the depressing look alike rooms. I'm begging!
ID
Location
New Braunfels, Texas
Reason of review
Poor customer service
Restoration Hardware - Drawer File Cabinet Review from Lake Elsinore, California
I bought a four drawer file cabinet at Restoration Hardware ' s warehouse sale.$600. (So still no bargain). It looks great but the drawers were built so shallow that it won't hold standard files. You can't close the drawer. After I found this, I searched the Internet and found that this is a known issue. Although RD knew this , they continued to sell the product. When I asked for help, I was advised that I bought their product at their war house sale thus I was $600. Out of luck. Low life company.
ID
Location
Lake Elsinore, California
Reason of review
Bad quality
Maybe they wait to get an order before they contract for its production
Ordered a set of PJs from the current catalog and waited over a month for them to arrive. I had guessed on the size (S) and was wrong.. couldn't cinch the waist enough to keep them on. I put them directly back into box, paid the postage to mail them back with request to exchange for a size XS. After about 6 weeks I called customer service, who found no record of the return having been received, and, of course, I couldn't find the shipping receipt to prove I'd sent them. I chalked it up to an expensive education in what-not-to-do. But then, surprise, the replacement item arrived, a full two months after I had shipped the return. Unfortunately this item was way too small. Loathe to pay a fourth shipping charge on this fiasco, I called to see if I could return them to a retail store and they said No! Their stores don't take their merchandise! In addition, the packing slip showed numbers that imply that i had been charged for both sets of PJs plus tax and another $25 shipping. Customer service assures me that it's not really a running total and that the merchandise charges (though not the shipping) will be refunded to my card. I certainly hope so because I still don't have any PJs. Customer service unfailingly polite and easy to talk to. Merchandise is wickedly expensive and so slow to arrive they must wait til you order to find someone to produce it.
ID
Location
Torrance, California
Reason of review
Not as described/ advertised
Replacements parts for restoration hardware
They pretend to care about their customers, but never help to get replacement parts. They get all there items from Taiwan and china and overcharge 300% . They assume were all rich bastards and will just buy another one. My items cost me over $1500 and the glass shades need to be replaces they wont even try to get new ones they said just throw it away, wow they have some serious problems over there . I guess they are pissed people are rich enough to buy there expensive so they dont have to help us assuming we will buy new ones..
ID
Location
Vacaville, California
Reason of review
Bad quality
Restoration Hardware Nightma
What a nightmare. I placed an order online (restorationhardware.com) on 11/08/2014 (more than 3 months ago) for a sofa and was told that the delivery company would contact me by 1/6/15 to arrange delivery. Nobody called. Then I received an email indicating that the delivery company would contact me on 1/7/15 to schedule the delivery. Nobody called. Then I called to see what was going on. They told me they would look into it and call me within a week or so. 5 Days later I get an email indicating that the delivery company would contact me to arrange delivery on or before 1/17/15. Nobody called. I called Restoration Hardware again to see where my sofa was and was told they are having trouble with the shipment and that they "do not actually know where the sofa is or even when it will be delivered." Today I received a 4th email indicating that the delivery company would contact me on 2/14/15 to schedule delivery. Seriously? This is the caliber of customer experience that Gary G. Friedman CEO of Restoration Hardware is creating for customers? Check the online reviews before purchasing from Restoration Hardware. I did not do my research before committing $5K + to a sofa from Restoration Hardware. Hey Gary, where is my sofa? Order # 976****
4 comments
ID
Location
Sunnyvale, California
Reason of review
Problem with delivery
The most horrible experience
I ordered 2 fur bean bags for my children as Christmas gifts in early Dec. on Dec 19th email confirmed shipping, however only one bean bag arrived on 22nd. I called RH to hear thar they cannot place the second bean bag and they will call me within 24 h. Never called. Bean bag that arrived is defective and leaking all over my house. Call, repack, print.... They promise I will have both bean bags by early Jan. it is 01/13 today. Never a peep from RH,not my bean bags... I spent almost$500, and they don't even bother to email you when they majorly screw up. I called today to hear that they still are looking for bean bag lost in mid Dec!!! How is that my concern?!!?? I paid you, you deliver!!!! I didn't even bother to enquire about 2nd beanbag, just asked for refund and hang up. I will never, ever shop in RH. Ever. Never. Luxury retailer means luxury customer service. Sorry, not at RH.
ID
Location
Tampa, Florida
Service
Restoration Hardware Shipping Service
Reason of review
Poor customer service
I just remodeled our home and purchased some items that did not work. I made a return at the Mission Viejo store valued at about $700 on Dec 3, 2014 and as of Dec 28, 2014 have not received a credit to my card. I was back in the store 8 days ago and was told they had...
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1 comment
PissedConsumer923314
#923314
When you return an item to a brick and mortar store with RH the item can sit there for anywhere from 1-2 weeks. The warehouse has no way of knowing if you returned the items.
Yes, the store knows, but they have no way to contact the warehouse and say "Mr. so-and-so's items were returned issue a credit". So what happens is the items sit in the store until the store has enough to ship back to the warehouse which again can be 1-2 weeks. Then the items sit in likely a backlog of other returns until processed.
Then a credit is issued which can take 3-5 business days.
So you can either pay the return shipping directly to the warehouse which ensures they get the items quickly and your credit is processed asap, or you can take the items to a store and contact customer service to have them confirm the return and issue the credit. But if you don't want to pay the return shipping and leave it to RH to just do it, they are going to do it at their leisure.
ID
Location
San Juan Capistrano, California
Pros
- Sales agent in-storenot her fault
Cons
- Wherehouse customer response
Reason of review
Poor customer service
Loss
$700
Poor customer service, no communication, not enough product information, long shipping delay
I ordered a faux fur dog coat; size XS. There were no product measurements at all when I ordered it but it was the very smallest they offered so I took a chance. My mistake. After about 2 weeks with no product, I sent an email inquiry wondering where it was. I never received a response. Then I called customer service only to be told the product was back-ordered. Why, I asked, wasn't I notified that it was back-ordered when I ordered it or even after the fact in an email? And why didn't anyone ever respond to my email inquiry searching for the product? I didn't get an answer to either question. The product arrived and it was far too big to be considered an extra small in any universe and so I immediately returned it. Since RH doesn't refund shipping charges, nor do they offer free return shipping, I ended up paying $23.39 for a product I couldn't use at all. Customer service is lacking and rude. I would have been much happier if I had been notified the product was back-ordered and I would have been even happier if I didn't have to pay any shipping for a product whose description was lacking. I only lost $23.39, but I wasted my time, wasted that $23.39 and certainly wasn't treated like a valued customer who wanted to spend money with RH. I won't shop with them again and will throw out all the catalogs they sent. What a waste of time and money! There are a million other online companies out there who value someone willing to spend money at their enterprise. I'll go there instead.
1 comment
ID
Location
Wilmington, North Carolina
Service
Restoration Hardware Shipping Service
Reason of review
Poor customer service, delivery, not as described
Loss
$23
Preferred solution
Refund on all shipping and handling charges which total $23.39.
1 month for delivery, no communication, terrible sizing
I ordered a faux fur dog coat size extra small. I searched for product measurements before purchase and there were none so I took a chance. Extra small is typically very small and it was the smallest they had available. Two weeks later with no dog coat, I emailed RH; no response. A few days later, I called customer service and they told me the product was back-ordered. I didn't get a response to my question as to why I didn't get a notification that it was back-ordered or why I didn't receive a response to my email inquiry. My product arrived after one month and it was far too big to be an extra small in any universe so I immediately returned it. They don't do refunds on shipping and they don't offer free returns. It cost me $16 to receive and return a product that I couldn't use; I had to chase communication and chase the order with RH. I called looking for my refund and got a terrible customer service representative with a terrible attitude. I won't order from RH again. Ever.
1 comment
ID
Location
Wilmington, North Carolina
Service
Restoration Hardware Shipping Service
Reason of review
Not as described/ advertised
New Reviewer
Angry store manager scares employees and customers
This review is in regards to the Cincinnati store at the Kenwood mall on the evening of Dec. 22, 2014. I was shopping with a friend and we decided to check out the furniture and bed linens at RH on our way out to my car as the mall would be closing shortly. I had parked near RH on purpose because I wanted my friend's opinion on a particular couch that I was thinking about purchasing. As we were sitting on this couch, we also made some small talk with a very nice gentleman RH employee who abruptly had to yank his microphone out of his ear and then looked directly at his manager who asked my friend and I, "Are you going to buy something?" We were not upset at her question, but we were surprised and a little taken back by her tone because she said this in order to get us to leave. She was not nice and quite condescending. There were other customers in this store whom were also still browsing so as to why we were singled out is beyond me. The only thing that I can think of is that maybe we looked like we didn't belong in that store because we had left work (local children's hospital that shall remain nameless) at 1930. After a 12 hour shift with a miserable 20 min lunch between the two of us, I'm sure we both looked a little beat. I understand that the holidays are a busy time and stressful, but I was bothered by this woman's seemingly unprovoked hostility and so was her employee. I will not be purchasing that couch, but in a strange way I guess I should also thank her because after reading all of the other reviews on this website I will not be purchasing anything online either. I am gladly taking my money to Nordstroms and sharing this with anybody whom will listen about my experience with RH. You know what they say about word of mouth....
ID
Location
Cincinnati, Ohio
Pros
- Furniture and bed linens
Reason of review
Poor customer service
Preferred solution
I will be shopping at Nordstroms from now on.
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CRIBS BY LAW HAVE TO HAVE THE STICKERS. THEY ARE NOT TO BE REMOVED.