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****
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4 comments
#937796

EXACT SAME THING happened a month ago. We had problems with the manufacturing delays and then the delivery.

Don't bet that this nightmare is over. When they finally scheduled the delivery, the 2 hour window they gave us was between 4:30P-6:30P. They said they would call 30 min before arriving. 6:30 rolls by.

Nothing. Delivery CS # is closed. We call the regular CS # and they are trying to figure out where they are. Around 7pm, the CS supervisor RUBY said the drivers were going to call within 10-15 min.

They dont, we call Ruby back. She says that the drivers said they were there 15 min ago. (I WAS ON THE PHONE WITH YOU, RUBY, 15 MIN AGO TELLING YOU THEY WEREN'T HERE!) Also, we were watching out our window the whole time (and we have cameras), no way did they show up. They finally call us an hour later at 8:15, show up at 8:30 PM completely unprepared and said "it won't fit".

They obviously came to just say they came, and didn't really want to move it.

Long story short, we had to reschedule the delivery. I will post a full review later, as I'm STILL dealing with other issues from them even though our couch was finally delivered a couple weeks ago.

#937800
@PissedConsumer937796

ALSO, we demanded a large credit back. They say they only will credit back the delivery fee and MAYBE give you a gift card for $100...but we demanded for the delivery fee and a larger credit back to the card.

So make sure you do the same!

The supervisor we worked with regarding the credit is Pete Tellers, ext 4661. His shift seems to be after 12 or 1pm and goes until either 8pm or 9pm.

#935080

dam that's *** up i would have clicked because that's straight up bull ***

#935031

Good luck to you but I've gotta say buying a sofa for 5k online is nuts. I think you should try to put in a chargeback tomorrow with your credit card company although it's probably too late. I hope you get a sofa or your money back.

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ID
#585706 Review #585706 is a subjective opinion of poster.
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.
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ID
#582097 Review #582097 is a subjective opinion of poster.
Location
Tampa, Florida
Service
Restoration Hardware Shipping Service
Reason of review
Poor customer service

Returns from on line purchases

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
#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
#575442 Review #575442 is a subjective opinion of poster.
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.
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1 comment
#923319

Restoration Hardware Faux Fur Pet Vest

Extra-Small: 8½"W x 9¾"L

It's right there in the product description. Not sure what more you need for an item description that you say is "lacking".

ID
#575184 Review #575184 is a subjective opinion of poster.
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.
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1 comment
#925306

Restoration Hardware Faux Fur Pet Vest

Extra-Small: 8½"W x 9¾"L

It's right there in the product description. So how you can say there were no product measurements I am unsure.

ID
#575176 Review #575176 is a subjective opinion of poster.
Location
Wilmington, North Carolina
Service
Restoration Hardware Shipping Service
Reason of review
Not as described/ advertised

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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....
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ID
#574030 Review #574030 is a subjective opinion of poster.
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.

Greek Key Lamp Issues

I ordered a Greek Key Lamp that has now been replaced three times. The lamp is beautiful, but having said that I will not order any products online. If I can't walk out of the store with the product, I will not buy from RH. You would have expected after the third replacement I would receive some sort of discount. Here is the funny part, when I called RH to get the third replacement they said I could wait 7-10 days to have them test the lamp before it ships. Don't you think they should do that in first place?
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1 comment
#921186

No company has the time to test every item after it comes into the warehouse. That would be impossible and is extremely unrealistic to expect.

Now, likely they will check the third lamp because RH policy says if customer service reps see a repeat pattern to notify corporate and they will have numerous items in question checked for quality. But no there is no way you could have someone check every lamp that comes into the warehouse.

ID
#567100 Review #567100 is a subjective opinion of poster.
Location
Laguna Niguel, California
Pros
  • Sales agent in-storenot her fault
  • Design is beautiful
Cons
  • Lack of concern for the consumer
  • Quality
Reason of review
Damaged or defective
Loss
$650
Preferred solution
Let the company propose a solution
New Reviewer

Resolved: Dining Table Lasted 3 Months w/ No Use

Restoration Hardware - Dining Table Lasted 3 Months w/ No Use
Update 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...

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2 comments
#1147686

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

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ID
#566909 Review #566909 is a subjective opinion of poster.
Location
Dublin, Ohio
Reason of review
Damaged or defective
Loss
$1355
Preferred solution
Price reduction

King Size Bed Review

We have purchased king size bed 2 weeks ago After promises on delivery and cancelations and fake excuses...we contacted the store and they were no help! Delivery service is the worse! For a high end store, their reputation is being shattered by poor delivery service!!
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ID
#563632 Review #563632 is a subjective opinion of poster.
Location
North Sea, New York
Reason of review
Problem with delivery

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New Reviewer

Missing hardware, get to spend Thanksgiving in a hotel now!

We moved cross country and had numerous issues with our bedroom set being delivered when they said it would (finally delivered the set, 5 hours late and 9:30pm!......seriously?) then we start putting it together and several pieces of the hardware are missing, so now,...
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ID
#562324 Review #562324 is a subjective opinion of poster.
Location
Greenville, South Carolina
Reason of review
Problem with delivery
Loss
$1000
Preferred solution
Let the company propose a solution
New Reviewer

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

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!!!!
Update 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...

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Resolved
ID
#560146 Review #560146 is a subjective opinion of poster.
Location
Fort Worth, Texas
Pros
  • Sales agent in-storenot her fault
  • Design is beautiful
Cons
  • Telephone customer service
  • Order pushed 5 times
  • 10 month delay
Reason of review
Problem with delivery
Loss
$16000
Preferred solution
Price reduction

Nightmare Experience with 72" Round Concrete Table

The table top wobbles and does not match the height of the dimensions (it is 1-1.5" shorter than it is supposed to be). The delivery people confirm the aforementioned, yet RH Corporate insists that everything is fine with the table. They have attempted re-delivery 7...
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ID
#558176 Review #558176 is a subjective opinion of poster.
Location
Palo Alto, California
Reason of review
Damaged or defective
Loss
$10000
Preferred solution
Deliver product or service ordered

Ordered a Crib over a month ago and NO word on Delivery

Restoration hardware is the classic bait and switch company that sells consumers a feeling of luxury for the masses by using fancy magazines and floor models that have NO relation to what you receive - if you ever receive your order!! We dropped $1200 on a baby crib that restoration hardware does not ship but gives to a third party that never calls you! Restoration takes your money the says its not their problem when you don't get your crib! My wife and I will probably have to find a new crib and be stuck with HUGE return costs if we ever get our crib! DO NOT BELIEVE THE FANCY MAGAZINE PICTURES THEY ARE NOT WHAT YOU GET! Disappointed in Wisconsin...
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2 comments
#900182

Oh, and also, RH does not charge until an item ships, so "taking your money" is not entirely accurate.

#900179

I am an employee of restoration hardware and can assure you that in the event that your item has been back ordered, you should have received an e-mail with the expected shipping date, assuming you typed in your e-mail correctly. Most of the baby and child items are, unfortunately, low on inventory if not back ordered due to high demand.

In the event that any furniture delivery through RH needs to be returned, you do not ever need to pay for return shipping.

Our delivery agents come out to your home and pick the item up, and it does not cost you anything.

In the event that you return all furniture on your order, and the reason for return is in any way the fault of RH, it is standard policy to also return your delivery fee. If you have any concerns, fee free to confirm this information with anyone in customer service.

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ID
#553439 Review #553439 is a subjective opinion of poster.
Location
Stevens Point, Wisconsin
New Reviewer

CANADIANS Horrible Customer Service/Policies

I live in Canada and purchased from the retail store locations in Toronto before. I had also spent considerable amount of money their website restorationhardware.com. This past order in October 2014 was for 2 velvet drapery panels, 4 Belgian linen panels and one custom rod. After the conversion rate and ridiculous shipping costs I received the drapery panels. The rod was going to take longer being custom. I decided that the color of the drapes did not match my decor and proceeded to exchange them for something else of THE SAME VALUE. I called Customer Service, they arrange for an exchange and tell me I will receive the FULL REFUND in 2 weeks?? In the meantime, I receive an email stating the rod is back ordered until January 2015. At this time I decided to cancel the rod being almost 3 months away that it would arrive. When I email Customer Service in regards to the rod I also inquire about my return. They inform me that the rod can be cancelled however they have NO RECORD of my return. Of course this worries me and so I proceed to get in touch with them AGAIN. After speaking to one representative during the exchange, one during the cancellation of the rod and now one for my refund I'm already getting a sour taste in my mouth. They proceed to tell me that yes they received my exchange and return will be processed and refunded in 3-5 business days. So I verify, how much is being refunded? The C.S. agent tells me a different amount from my original purchase, and I question what the exact amount is for each item, plus tax, plus shipping and it still comes up to the figure she's telling me. Then I realized, the rates have changed since my original purchase and I MENTION this to her. She puts me on hold and comes back and confirms my suspicion. Then proceeds to tell me R.H.does not refund the difference for the conversion rate!!! I WAS ABSOLUTELY SHOCKED! I spoke to various people and not ONE person mentioned this! I spoke to a Supervisor who insisted that R.H. did me a FAVOR my refunding my shipping! ! They do not refund the conversion rate if the items are not damaged! WHAT? They pocket the difference and at NO time did one person mention this or is it stated CLEARLY during checkout process that this is their policy. I am absolutely more than disappointed in R.H. and their Customer Service. I am in the Interior Design field and will definitely be advising my clients about this. Canadian buyers beware!
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3 comments
#894825

RH did not 'pocket the difference'. They are a U.S.

based company and therefore charged you in USD and refunded you in USD.

As a Canadian purchaser of RH myself I can confirm that if you return items due to damage or defect (i.e. RH's fault) they WILL adjust the amount so that you are refunded in full but if the consumer is returning because they 'changing their mind' then that's on the consumer.

#894536

So the exchange rate changed and you expect money back for the difference when RH has NO CONTROL over the exchange rate? Let me ask you something, if the exchange rate went the other way and RH refunded you more than the original purchase amount would you have given the money back or said anything?

And because this was a decision of decor change it is normally YOUR responsibility to pay for return shipping and NOT get your initial shipping back, so yeah they were doing you a favor. Why should any company pay for an item to ship to you and back to them just because you changed your mind?

#894841
@MattD78

Perhaps you should have the same experience before commenting. If you are a true consumer.

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ID
#553275 Review #553275 is a subjective opinion of poster.
Location
Toronto, Ontario
Service
Restoration Hardware Shipping Service
Reason of review
Poor customer service
Loss
$40
Preferred solution
Full refund

Belgium chairs with rollers can tear up tile

Please be aware that if you purchase the fabric belgium linen chairs with rollers they will tear up your travertine tiles. It will cost you upwards of $500 to repair your tiles. These are expensive chairs and we wanted to keep them so had to pay for the tile to be repaired. These are great chairs and look nice but having to spend an additional 500 to only spend 6000 with RH doesn't seem worth it. I have complained to RH and awaiting feedback. I am hoping they will at least consider a credit to the store for future purchases.
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3 comments
#918434

We replaced the casters for ones made for soft wood flooring so no problem

#900205

Most chairs with casters advise using protective mats underneath them on their website.

#894127

"The relative softness of the stone, combined with its holes and troughs, make travertine flooring difficult to finish and maintain."

So on a flooring made of soft stone you decided to use chairs with metal rollers. Not sure how you feels it's Restoration Hardware's fault where you decided to use these chairs.

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ID
#553041 Review #553041 is a subjective opinion of poster.
Location
Martinez, California
Reason of review
Damaged or defective
Loss
$500
Preferred solution
credit for future purchases of RH products
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