Restoration Hardware
Reviews and Complaints
Resolved: Dining Table Lasted 3 Months w/ No Use
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...
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.
Preferred solution: Price reduction
Floor fans
Called customer service for furniture specs
- Terrible customer service
- Telephone customer service
Damaged and missing furniture
- Telephone customer service
- Wherehouse customer response
- Order pushed 5 times
Restoration Hardware - Dining Room Chair Review from Norcross, Georgia
Resolved: Paid $16,000 for furniture that has been delayed 10 months!!!!
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...
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.
- Design is beautiful
- Sales agent in-storenot her fault
- Telephone customer service
- No reason why
- Order pushed 5 times
Preferred solution: Price reduction
Parsons Table & Madeline Metal Chairs
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.
- Beautiful design
- Quality
Preferred solution: Let the company propose a solution
Non-delivery of paid for items and overcharging for undelivered items
- Wherehouse customer response
- Telephone customer service
- Terrible customer service
Restoration Hardware Does Not Respect Privacy
Preferred solution: Let the company propose a solution
Poor Quality
Ordered two cloches they were to be delivered in March, but now April 6, now they don't even know!
- Quality
- Telephone customer service
- Order pushed 5 times
Extremely Expensive Shipping
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!
- Telephone customer service
- Terrible customer service
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 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.
RH stuff is pure junk!
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.
Restoration Hardware - Refund Policy Review from Atlanta, Georgia
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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
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.