Restoration Hardware

Customer Experience Review: RH Performance Fabric Complaint Handling

1. Product Misrepresentation: The performance fabric was marketed as highly stain-resistant, yet it failed against common stains like blueberries. RH later clarified that their fabric is not resistant to such substances, which contradicts typical consumer expectations of a performance fabric.

2. Inconsistent Guidance: During your conversation with Jennifer, you were reportedly told that a replacement or exchange would be considered if cleaning failed. You followed those steps in good faith, but the final decision reversed that position without addressing the contradiction directly.

3. Lack of Accountability: The company repeatedly emphasized that the fabric was performing as designed, despite visible staining that contradicts its intended use. RH ultimately refused a return or exchange, citing policy over customer satisfaction and product performance.

4. Unhelpful Resolution: Offering a gift card as a gesture of goodwill while rejecting a product-level resolution came across as dismissive rather than compensatory. It felt like a transactional band-aid for a quality concern.

5. Delayed & Fragmented Communication: You had to follow up multiple times to get clarity. Different representatives (Ricardo, Danni, Jennifer, Mara) were involved, yet the messaging lacked consistency and accountability, causing further frustration.

Overall Impression: Despite RH's polished tone and structured communication, the company fell short in resolving a legitimate customer issue. A product that does not live up to its advertised performance, especially in high-end home goods, should be addressed with accountability and fairness. The refusal to honor a return or exchange, even after following all recommended steps, reflects poorly on RH's customer-first approach.

Do not waste your money to buy poor-quality furniture.

I have bought mostly my whole new house with them. I am in the process of buying more pieces.

Their customer service is excellent and knowledgeable. The quality of their furniture is top notch. I had an issue due to my fault of a wood that didnt blend the way I would like and they are allowing me to exchange it at no fee and order the 4 pieces in the correct color. They want me to keep my original pieces and will exchange them when the new ones are delivered.

Thats amazing!!! The opposite of Arhaus who charged me around $700 to return counter stools that some fit and some didnt. Terrible company! Restoration Hardware has a customer for life.

I will complete my house with them. What a pleasure!!!

Working with Jeanie Wilson has brought my faith back to customer service. She is a pleasure!!

RH is a disgusting business based on GREED. They are terrible to their walk the line of legality in regards to how their delivery employees.

They work 15 hour days 6 a week for one daily flat pay! They give them likely illegal weights to carry for MOST of their deliveries and place them in impossible situations. They expect them to completely injure themselves by sending them to do jobs they know are not physically possible, because the delivering employee would be charged if they refused to do a delivery for ANY reason. Add to that the AUDACITY, they have to charge the delivering employee for any damages to the products even if it was RHs fault they were placed in a situation that didnt follow their guidelines.

Is it not DISGUSTING to hold your terribly low paid employees to pay for furniture you know they could never afford themselves? Customers are so often disappointed because of the way they run their business but the blame gets placed on the low class employees delivering and RH lets it happen.

With the amount of money this company makes, they conduct themselves like a bunch of incompetent clowns. Their products are insanely priced and with that, should be delivered with a white gloves service.

I have been buying RH for 10+years and I can think of one or two transaction that were not a circus. The most recent will be the last, and Im sad about that.

I decided to get a sofa and 2 chairs then realized I needed 2 more chairs. The first order the agent suggested I get an RH credit card so I did. I added the new credit card to the order (which have unusually low limits considering the price of their furniture) and my bank card. On this order RH fully charged my bank card multiple times in error, before putting the correct charge on the cc.

This was just one error with that order. Fast forward 2 months I decided to pay off the RH balanced. Then I ordered 2 more chairs, normal stuff for a credit card company. But not RH, theres a waiting period of an unknown time because I sent them a large amount of money (it wasnt) to use the card again despite $0 balance.

Now I got a letter from their credit card co. they want a copy of my bank statements and social security card, among other stuff.

Lol. Sure thing Ill get right on it.