Restoration Hardware
Reviews and Complaints

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.

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.

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!