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I ordered 4 pieces of furniture for close to $6000 and was told all was in stock. I got a call to set up a delivery date so I took the day off from work. Got a call the night before (too late to change my day off from work) and was told one of the pieces was damaged. I told them to hold the other pieces until they could deliver it all at one time.

Got a call a few days later that the replacement was ready and once again took another day off from work for the delivery. Once again I got a call the night before that the replacement piece was the wrong color. I told them to hold the other pieces once again until all was ready for delivery.

The next day the delivery company called to tell me they were running late and the 3 pieces were on the truck??? I told them I was not supposed to get the delivery until all pieces were in.

I just cancelled the entire order. Working with Rest. Hardware and their delivery company was just horrible and I would never order from them again. Why don't they check the merchandise before they call to schedule a delivery? Had they done that in my case I wouldn't have had to burn 2 vacation days for no reason.

Location: West Nyack, New York

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Guest

Better yet, why didn't they hold the delivery co (I assume UPS) accountable and ensure that the merchandise was in good shape before delivery? I just received an $700 lamp in two boxes that look like they fell off a train.

The glass shade is crushed (as is the box) and the metal lamp is scraped and bent. This is good for business? The environment? Employee morale?

Shareholders? The $700 will end up in the landfill.

By default, RH should offer customers the option of picking up their merchandise at their nearest store. That way they are the first to see it come in and will likely get better delivery service or they can pull the contract.

Guest
reply icon Replying to comment of Guest-839058

RH doesnt do a lot of things correctly...they dont care about their customers...they are so rich they will exchange 5 times

MattD78
reply icon Replying to comment of Guest-839058

To Dumbfounded: The stores are not equipped to allow in-store pickup. They are way too small.

Also if furniture is picked up by the customer they would be required to sign a waiver of damage (which is what they do for the rare exceptions when a customer picks up items at the warehouse). The reason for this is let's say you pick up a dresser. You strap it to your pickup truck/U-haul and take it home. There you find a scratch in the side.

Problem is there is no way to know if this was there when you picked it up or if it happened when you drove it home, so now you have a damaged dresser and no way to return or exchange it. RH will never allow store pickup. It's not feasible for them.

To the OP: Yes the delivery agents RH uses suck. However regarding the question of why they didn't check it before scheduling delivery you have to understand how the delivery agents work.

Most of them have the items delivered to one distribution warehouse and a second part of the company sometimes miles or states away schedules the deliveries. Unless the schedulers hear from the distribution center about damage they have no way to know it exists when they call you to schedule, all the scheduling department is concerned with is getting items out of the warehouse. Also many RH customers want whatever they have available because most do not want to be without a dining room table for example just because a chair is missing. I realize this isn't your problem and they should have noted the delivery, I am merely trying to explain how this happened.

Also I would have called RH customer service and had them deal with it, it's what they get paid for.

Many times I have dealt with the delivery companies myself on behalf of customers to ensure their delivery was 100% ready before I called the customer to help schedule delivery. That way I was making the dozen calls to the delivery agent and not the customer.

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