Elise M Ljz
map-marker New York, New York

Sofa. Ot great

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Puckering and unevenness

No symmetry in the execution of this particular sofa.

Wouldnt get this sofa a this fabric and perhaps the film should only be down.

Too bulky and puckering.

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Preferred solution: Let the company propose a solution

User's recommendation: The customer service agent was super friendly & helping w resolving issue hopefully

Roosevelt W Hzd

Delay on receiving furniture

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I order a bed and they explained to me that it will be ready in 2months. Needless to say 4 months have passed and Today I got an email that it will not be shipped for another 6mos!

They have horrible customer service, after multiple attempts no one has contacted me.

They took my money and are ignoring my calls! Crooks!

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Loss:
$11
Pros:
  • Beautiful products
Cons:
  • Will not deliver

Preferred solution: Deliver product or service ordered

User's recommendation: Don’t buy!

Aniela Yzx
map-marker Charlotte, North Carolina

Returned item

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The customer service agent was extremely accommodating & courteous. She listened carefully to the reason I was dissatisfied with my customized order, and promptly issued a return voucher.

A+ service!

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Anonymous
map-marker Hastings On Hudson, New York

Return

Still waiting to get reply on hold for 20. Mins with customer service and then they hung up would like to be able to contact them

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Virginia W Qad
map-marker San Francisco, California

Check status delivery

Expecting rug delivery during fires in north bay wine country during current fires!!!!!!

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Preferred solution: Deliver next week

User's recommendation: Please contact me asap

Reegan R Bpl

No help from chat

chat is not helping just puts on hold to check something over and over

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Resolved
Diane L Vkm

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Titusville, Florida

Resolved: Don't buy from them bad customer service!

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Restoration Hardware - Don't buy from them bad customer service!
Restoration Hardware - Don't buy from them bad customer service! - Image 2

I purchased a French Panel cabinet from Restoration Hardware amongst many other items for my new home. Restoration Hardware had FGO Logistics delivered a cabinet to my new home purchased from Restoration Hardware.

They were told to be careful with the hardwood flooring and not to scoot anything on my floors when they were placing the furniture in place. There was an older delivery person who shouldn't have been lifting the heavy cabinet and could not handle the weight and he proceeded to push and scoot the cabinet into place thus scratching the poly layer of our brand new finished in place hardwood floors. We stopped the situation as soon as it occurred and told him what he had done, wrote the damages on the delivery bill of lading etc. The delivery man proceeded to give write down his name and number and ask me not to report it as he would be charged and instead asked that I call him directly and he would have someone come out to fix the damage.

I immediately called Restoration Hardware, the company he was delivering for and reported the damage. Fgo Logistics then asked me to get and estimate for repairs, which I did and sent to them. Later I was told by Justin F******* that their insurance company denied the claim. Not sure how that happened as no one contacted me at all from the insurance company to look at the damage or anything.

I have continued calling Restoration Hardware to get resolution and FGO Logistics who then sent their floor person out to see what he could do and he tried to buff a small 1 inch section of the scratch, but he only made it worse. He then confirmed that the floor would have to be refinished, there was nothing he could do to fix it. Justin from FGO Logistics does not return phone calls or messages and the last I spoke to him on 8-22-2019 he said he would have someone else come out again to estimate damages but he never called me back. Brittany from Restoration Hardware won't answer my repeated messages.

Restoration Hardware gives lip service to the situation but has not rectified this in any way. Since they hired this company who has a F rating on BBB from reviewers who echo my exact same situation this is not an acceptable response.

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Loss:
$14000
Reason of review:
Damage to my brand new hardwood floors

Preferred solution: Pay for damage done by their delivery people

Hedy S
map-marker Richmond, Virginia

Leather sofa less than 2 years old coming apart

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Restoration Hardware - Leather sofa less than 2 years old coming apart
Restoration Hardware - Leather sofa less than 2 years old coming apart - Image 2
Restoration Hardware - Leather sofa less than 2 years old coming apart - Image 3

I am requesting that RH repair a tear in the leather sectional sofa I purchased less than two years ago. RH does not offer a standard warranty based on their contention that their products are quality luxury items, and I believe the logic from there is that there will not be any defects or issues needing repairs, etc.

A small corner of the sectional that I purchased is coming undone.

It appears as if it was not properly sewn to begin with on the actual sofa underneath the cushion. RH will not agree to have this repaired.

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Loss:
$1000
Pros:
  • No pros
Cons:
  • Poor quality
Reason of review:
Damaged or defective

Preferred solution: Restoration Hardware to Repair the Sofa

Anonymous
map-marker Elizabeth, New Jersey

Don't shop RH,,shoddy products

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I ACCOMPANIED A FRIEND TO TO LOOK FOR A CERTAIN KIND OF FURNITURE PIECE, FIRST HE TRIED TO TALK WITH A GENTLE MAN NAMED ALEXIS WHO WAS NOT VERY BUSINESSLIKE, DIDN'T KNOW WHAT HE WAS DOING, AND QUITE FRANKLY VERY LAZY, AND SHADY LOOKING.A HUGE WHINING JACK ASS.NOT VERY BUSINESS LIKE.MY FRIEND DECIDED TO SHOP ELSEWHERE. FOR HIS FURNITURE NEEDS.RAYMORE AND FLANNIGAN HAS VERY NICE SELECTIONS AND NOT AS PRICEY AS RH MERCHANDISE AND THEIR ITEMS HOLD UP WELL.

WE WERE RECCOMENDED TO RH ,AS TO OUR SORROW, YOU NEED TO RID YOURSELF OF ALEXIS. R.

OF RH IN RAHWAY -(AVENEL) NJ..HOW MANY OTHER CUSTOMERS AND EMPLOYEES IS IT GOING TO TAKE FOR YOU TO REALIZE HES NOT GOOD FOR RH COMPANY. AND THE EMPLOYEES HE'S RUDE TO .IT'S ASHAME VERY DISCOURAGING Angry

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Pros:
  • Customer service
  • In-store staff
Cons:
  • Did not seem to care
  • Wherehouse customer response
Terri E Fci

Disappointing product, worse customer service

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Restoration Hardware - Disappointing product, worse customer service
Restoration Hardware - Disappointing product, worse customer service - Image 2

Purchased the Dutch Industrial coffee table in espresso about 12 months ago. The finish has worn horribly.

I have had many coffee tables and other tables in my life and I know how to use furniture gently. However this table is clearly made for looking at, not living with. When I contacted the company’s “customer delight“ team, my call was taken by an unfriendly rep who proceeded to tell me that the damage in the photos I sent was “customer inflicted”. Apparently the company equates utilizing its products with inflicting our lives on them.

The disdain with which I was treated by the representative for suggesting that the company should take some responsibility for helping us repair this item was inexcusable.

When people pay outrageous amounts of money for products that don’t hold up, it is unconscionable to turn around and suggest that the customer is at fault for the quality problem. Restoration Hardware sells some very attractive eye candy, but its products are not backed up by quality or service.

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Pros:
  • Design is beautiful
Cons:
  • Refund and replace policy
  • Support
Reason of review:
Poor customer service

Preferred solution: Send someone to repair the finish at the company’s expense

1 comment
MattD78

"an unfriendly rep who proceeded to tell me that the damage in the photos I sent was 'customer inflicted'." Because those circles in the photos were clearly caused by glasses not being placed on coasters. Meaning that whoever in your family put those glasses down inflicted that damage.

It even tells you in the product details the wood is unfinished. Why would you put glasses with no coasters down on unfinished wood?

Anonymous
map-marker Chevy Chase, Maryland

NO MORE 50 POUND CATALOGS!!!!

It’s outrageous that RH is tone deaf regarding issues related to waste of natural resources by shipping out thousands of unsolicited and HUGE catalogs. Further, it places a burden on those employees who have to lift and delver these mammoth icons of paper waste.

Has this company never heard of online catalogs for INTERESTED customers. Many of our neighbors have voiced the same complaints. Today I received yet another of these unwanted behemoths, ironically on the day when millions of students and others worldwide are rallying for meaningful action on CLIMATE CHANGE!! Become a responsible corporate citizen, RH.

It’s overdue. NO MORE CATALOGS!!!!

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Anonymous
map-marker Hallandale Beach, Florida

Silk organza curtains destroyed after 2 years

Shredded and torn by the sun. RH won’t replace!

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Ghada a Yih
map-marker Yonkers, New York

No replacement parts for faucets

I bought a faucet and I needed a replacement part because it was dripping after 3 years they answered me i have to buy the whole faucet again ($850). Do not buy from this company. I went to the plumbing supply and these parts do nt exist.

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Reason of review:
Bad quality
1 comment
Guest

Both of my bathroom faucets from Restoration Hardware have problems with the handle valves to turn on and off the water. The parts must be plastic inside and are junk! Not happy!

Stephanie A Urk

HORRIBLE Corporate Customer Service

I have ordered over $25,0000 worth of furniture over the past year and have had HORRIBLE customer service, especially the corporate customer service. One of the corporate customer services representatives, Joe, told me I COULD NOT add to my current order (where the items were on backorder and unable to be delivered).

He blatantly lied to me that they changed their corporate policy to add items to existing orders....said it changed over the past two months (adding to the existing order is important, as it keeps you from an additional shipping charge). I was curious about this "change" so I contacted a regular customer service person. They said there was NO CHANGE, and I could add as many items as I wished to my existing order. Joe flat out lied to me to get an additional delivery charge.

My husband shared this egregious event with the President of Restoration Hardware and received NO RESPONSE. After spending $25,0000 with RH, you would link they cared.....not at all!

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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

1 comment
MattD78

First, having worked for Restoration Hardware myself, you generally cannot add to an order. Yes, this is all about delivery fees but not just about charging more of them there is a lot that goes in to it.

Sometimes yes we can add to an order, it is however discouraged. Also "My husband shared this egregious event with the President of Restoration Hardware and received NO RESPONSE." Bwa-ha-ha-ha-ha!

Anonymous

Horrible quality, no installation instructions

I had the misfortune of dealing with Restoration Hardware bathroom faucets and mirrors on a remodel project for a customer. While the items may look snazzy, they are made so poorly that it is nearly impossible to install them properly.

It took more than double the amount of time it should to put them in and I am concerned that there are going to be future problems.

I have been a licensed contractor for 30+years and I have an excellent reputation. If this job blows up, RH is going to refuse to admit it's the fault of their product and I cannot afford to replace $2000 worth of overpriced crap if/when it doesn't work.

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Reason of review:
Bad quality