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It is now the end of December and we have been trying to sort out a furniture situation since September. The new "antique reproduction" furniture is ***.

We ordered 8 dining chairs and they came with cracks in the wood, dried glue running down the legs and chairs that rocked because the legs were all different heights. The delivery service that you pay for is extremely difficult to deal with (Restoration Hardware says they are aware and are in the process of changing it). We have had two deliveries of chairs now. The second WORSE than the first.

All of our chairs have been picked up and we do not have our money back yet. Restoration Hardware says that they are aware of the manufacturing problems with the furniture and they are trying to fix it. The furniture on the sales floor is NOT the quality you will receive when you order it. Beware.

We have been promised calls from customer service numerous times and have yet to receive one.

The store maybe pretty but the quality of furniture is below average. At this point I would say the "disposable" furniture at IKEA is a better quality - at least the legs are the same height.

Location: Dallas, Texas

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Guest

we were looking for a distressed dining table, we chose restoration hardware in print it looked great. I have the table 3 days and already had two members of my family hurt by splintering wood.

I called HR initially they said they would send someone to repair or a new table. I chose repair. That evening we recvd email stating "they looked into the problem and there is NONE, so no further action is warranted. Such nonsense.

This is irresponsible behavior I feel like contacting an attorney. No one should be hurt esp from a table that cost 3K

Guest

I am going crazy over a babygrand sectional that is virtually falling appart. I have contacted them and heard nothing.

I want to contact the media and have them do a expose. I am feeling so ripped off.

Do any of you have any tips. :(

Guest

Well, I wish I had checked this area before I spent thousands on outdoor furniture by Restoration Hardware. It is not 4 years old and has all basically fallen apart, split, chipped, peeled.

Some of it is less than two years old. It had been covered and what was not covered was brought inside. The legs have fallen off the chaise lounges, the small tables are growing some kind of mushroom like fungus, the dining tables arrived cracked (sent that back and got a new one, of course this was before it started falling apart. These were from the Hamptons suite, which is painted wood.

Well, that wood is pine, a cheap picnic table set would have held up better. I have no confidence in anything they sell anymore.

I thought they were better than Wms Sonoma, but see that they are no better. This is definitely NOT a case of getting what you pay for.

Guest

I have spent tens of thousands of dollars on Restoration Hardware furniture over the years. Some of it, most especially the early case goods and upholstered furniture (i.e.: when it was made in the USA), is gorgeous and I'm proud to have it in our home.

Unfortunately, nearly everything that I've bought since the redesign (i.e.: since manufacturing was shifted to China) has been a nightmare. Since most of their furniture is now made overseas that translates to insanely long lead times, frequent back-orders, non-existent order tracking, and manufacturing defects galore. I have refused shipments because the finishes looked nothing like the items pictured in catalogs or shown in-store. Given that it would take months to replace these items (with no guarantee of acceptable quality) I've had to source alternate replacements, wasting months of my time during renovations.

Items I haven't refused have presented additional problems - uneven chair legs that had to be sanded or replaced, sectional sofas that don't align properly, tufted cushion buttons popping off instantly, etc.) that have added significantly to the cost of goods. I recently ordered some French library shelving for my office, which looks amazing in the catalog... unfortunately, it is total garbage in person. The finish looks like it was smeared with thick brown mud (I suppose they mistranslated "patina" to mean dog ***) and most of the shelves were warped to the point of being unusable.

The photography is very deceiving and I'm convinced they keep the light levels low in the "gallery" stores to hide the actual finishes. Another thing, all that salvaged wood furniture has no finish whatsoever and splinters like crazy. I bought one of the Dutch Industrial tables - not only is it impossible to clean (the huge surface and lower shelf need to be vacuumed with a dry brush) I've had guests get splinters just touching it and I can't let anyone near it with a drink in hand, go forbid food. Kind of contrary for a COFFEE table, huh?

I pity the fool who buys one of those dining tables. On top of all that, the web customer service is abyssmal. They will literally ignore your emails until you escalate to a store manager. Problems I've had: charging credit card months after items ordered for thousands of dollars without warning (couldn't check out of a hotel once on account of this practice); items listed as In Stock when ordered suddenly back-ordered for months; orders mysteriously canceled without so much as an email to notify (sometimes with penalty); damaged items; incomplete shipments; and more hassle than these items are worth.

As much as I love the new style and price point of Resto, I have vowed never to buy furniture there again.

I'll still buy towels and accessories I can see with my own eyes prior to purchase (and carry out with me) but I will never order from them again. I'd rather give local manufacturers and genuine antique dealers the business, even if I have to pay a little more, than risk the hassle and headaches of wasting my money on low-quality reproductions positioned to look like luxury goods.

Guest

I too have had the same problems. I ordered leather sofas from them and the leather is of poor quality.

I was *** enough to give them a chance and order their slipcovered dining chairs...and like the other reviewers, the chairs are uneven and rock! I have dropped thousands on them and have been treated poorly as well!

I won't be spending another dime at RH and neither should you. They over market themselves - the product they produce is JUNK.

Guest
reply icon Replying to comment of Guest-416701

totally agree so sorry ever started w them

Guest

I too have experienced ineffective poor customer service. they just give up. seems to me they just don't care.

Guest

I have had the same problems--I thought it was just me! Ordered 8 dining chairs Back in September--Have had 2 deliveries I had to send back because of defective chairs, and still--no chairs!

It took me forever to actually speak with someone-they would not return calls!! The person was nice but still nothing has been done!!

Very frustrating! No, I will not ever ever do business with Restoration Hardware again!

Guest

Customer service will not contact you regardless of the complaint. It is up to you to give up and settle for what they deliver.

They do not consider you a good customer even though you have spent thousands.

Too bad you have been delivered defective merchandise at an inflated price with no recourse. Buyers beware.

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