Anonymous
map-marker Chicago, Illinois

100,000 spent at RH and terrible experience

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Wow has this company imploded on its quality and customer service. Last year we purchased an historic brownstone literally 3 blocks from their Chicago design studio.

My wife met with their design team and after considerable time and effort placed an order to decorate our new home. To start , the planned delivery dates for most items were missed by a wide margin and once delivered many items were incorrect from the actual items ordered. The return and re order process is extremely user unfriendly and ultimately we waited more than 6 months to get the actual ordered pieces in. Once received we noticed the quality of so many of the pieces were inferior to the old Restoration Hardware quality.

As an example the dining room rug started to show significant wear, essentially was marking/scratching every time a chair was moved ( even though we installed protective felt pads). Note there are only two of us living in the home and we actually used the dining room table once before we noticed the significant wear, We called our design professional to come see the issue and after multiple calls and multiple cancelled appointments by her she finally viewed and agreed to replace it. Once replaced it seemed to be fine but unfortunately our puppy got sick on it and although we cleaned it immediately with warm water the color immediately came out of it. We called her to complain about the situation and her response was “ I tell my customers to use vinegar and water” well that’s great but that doesn’t address the quality issue.

Well we are back at multiple phone calls and no response from this firm. Bottom line terrible quality and equally poor customer service means that we will go out of our way to dissuade anyone from using this company to decorate their home.

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Reason of review:
Bad quality
1 comment
Guest

We just had the same experience... horrible!! Wish I'd read your review first!!

Reita Npe

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Verified Reviewer

Restoration hardware printmakers bed and dressers

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This bed is made poorly with cheap wood. I am on my 2nd replacement in 2 months time. Both sets the wood has cracked. Terrible product. Do not buy!
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Reason of review:
Bad quality
Anonymous

Delivered damaged products. Failed to deliver a product. And tried to have us accept a product that was damaged

Hard to believe that you shop at a high end store that promises you high quality products for the money you are spending. The night before delivery, I received an email that one of the two matching items was damaged at the pre-delivery site. They went ahead and delivered two items. One was damaged ---and they tried to have us sign off that it was okay. When we pointed out that significant damage and missing screws - they said we would have to call RH. They said they didn't have the screws. The whole time - they were speaking in spanish (I speak spanish) and they were commenting about the delivery and said some pretty inappropriate things. I finally said Stop it --- I understand what you are saying and its not ok. I was charged three delivery fees for the three items. Customer service was horrible. numerous emails and calls -- and still not resolved. I will never buy anything from RH again. Maybe for 50% the sale price at the outlet store --- junk.
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Reason of review:
Poor customer service
Anonymous

Inferior quality

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I have shopped at restoration hardware for years, noticeably the quality is far inferior to a few years ago. I got ultra faux fur throws as gifts, they were nothing like the quality I got just 2 years ago. I am not sure if it is a money saving tactic, getting rid of the huge wasteful catalogs would probably save more money than switching to inferior vendors
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Reason of review:
Bad quality
1 comment
Guest

Agree 100%. I’d buy from IKEA before RH

Anonymous

Terrible customer service!

My Interior designer & I were at RH & took samples, but ordered more for a bed & a rug. Two weeks later my designer emaiked the sales associate we worked with to see where our samples were but she didn’t hear from her. The next day I returned the samples I had & I talked to the manager about not hearing from the sales person about not receiving the samples. He checked the computer & said there wasn’t an order for us but he would talk with the sales person. A week later my interior designer sent another email but had no answer from the salesperson. She called her a week later & the sales person said she was going into a meeting & would call her back. She didn’t. Then she called the manager but he made no attempt to apologize or to help my designer. I was so disgusted with their lack of customer service I wrote a letter to all four of the principles of the company. A few weeks later a had a call from a representative of the company in another state who said she would deal with this problem. At this point I told her I was not interested in buying anything from RH with such terrible customer service. She apologized but I told her it would have been better if the manager & the salesperson I dealt with would apologize. A week later I had a voice mail from the sales associate that she had my samples with no apology. This was a good laugh for my designer & me. I will never buy any thing from RH. There are too many furnitures stores that want my business & act like they do. If I were the person who was responsible for the store manager & sales representative I would fire both of them.
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Reason of review:
Poor customer service
Anonymous

Restoration Hardware customer service is a joke

Restoration Hardware no longer stocks gals of paint in their stores. I ordered 2 gallons for a bathroom remodel on 10/30/17.

The original shipping time was 4-6 weeks which was fine because our contractor had other items to work on. On 12/9 my account was billed for ONE gallon to arrive on or before 12/16. On 12/20 my account was billed for ONE gallon with no shipping date. Our contractor has since finished our work and has moved on to the next job.

We are stuck with the only bathroom on the ground floor pulled apart, sitting in my living room and NO paint. I canceled the order and had my account refunded (5-10 business days while they use my cash).

My suggestion to people who like the RH color palette is to buy a sample can and if if works go to Lowe's or Benjamin Moore and have them color match the sample. Better quality paint and customer service.

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Reason of review:
Problem with delivery
Anonymous

Good product, AWFUL delivery company contract

Spent a LOT of money here and had issues with delivery every time. (Maybe 5 times?). One time the guys get off the truck, look at one of the items and say “yeah that’s too heavy”. Just awful prep.
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Reason of review:
Problem with delivery
Anonymous

Horrible experience

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We bought all of our furniture from RH. The bill is messed up. They are missing refunds on there. They have not solved this issue eventhough we have been calling back and forth for the past 11 momths. What a waste of money.
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Reason of review:
Return, Exchange or Cancellation Policy
Marilouise Wzw

Restoration Hardware - Negative Experiences with Product and Delivery

I am currently conducting research in a litigated matter involving Restoration Hardware ( www.restorationhardware.com ). In short, I am trying to reach out to anyone, primarily in southern California, although I would be interested in talking with others, that might have had similar issues, regarding damaged products and/or delivery problems. I see multiple other complaints on this site, Pissed Consumer, but due to the limited identification and no available contact information for users, I would be grateful if anyone with a negative experience in regard to receiving damaged furniture items from the delivery would contact me. I would like for anyone willing to speak with me to call me at 949-284-**** or email me at rob@***.com.
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Cons:
  • Damage items
Reason of review:
Damaged or defective
2 comments
Guest

Southern Arizona and have had over 14,000.00 in *** *** purchases and damaged stuff. They are literally the worst. I will email.

MattD78

So basically you want to see how many people have the same issue to see if you can start a class-action lawsuit.

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Marnell Hoj

Beware pets and kids of dog beds

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I Ordered a dog bed. Unwrapped it from plastic bag inside box.

Put dog bed in my bedroom. Next day my Great Dane puppy came screaming from the bedroom room with a sewing straight pin lodged in his mouth. I went back into bedroom and removed pillow from dog bed where he was playing. I found three loose sewing pins under the pillow.

Luckily I was home when it happened so I could get the dog to the vet. Not cool RH! I wrote a letter to Restoration Hardware and then contacted my attorney. No word from Restoration Hardware.

Here is my order...Order Placed: Online | Order Date: 12/18/2016 | Order Number: 1419**** | Est. Order Total: $129.59 | Order Brand: RH

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Loss:
$2000
Reason of review:
Loose sewing pins left inside the bed

Preferred solution: Let the company propose a solution

1 comment
Marnell Hoj

Update...I ended up stepping on a fourth pin myself!

Anonymous

Restoration Hardware Customer Care Review

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We order 5 sconcesand 2 of them we're obviously used; scratched and looked worn. The customer service there is the worst. I was so disappointed in getting such poorly made items. They charge a fortune and now I go on Wayfair and find RH knockoffs for 1/3 price. Will never buy from them again.
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Reason of review:
Poor customer service
Lita Dyy
map-marker Cypress, Texas

Worst ever lying staff and customer services!!!!

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Their designer at Houston Gallery lied to us that we should place the order right away when we just first visited the shop. The reason is in case they discontinued the item we want. It is not something cheap. It cost us $16,000. The designer told us not to worry because we can go back to change whatever we want in 90 days, even cancel the order if we wish, and nothing would be charged before they are ready to deliver the item. (Whatever she said is a big LIE!!!!) After we moved into our new place, we did all the measurement and decided to change our bed set to king size, so we went back to the gallery. She was not there, so we went to other designers for help. Here was all nightmares began. These two designers told us nothing can be changed because these were custom orders and they showed us we signed the agreement "3" times. I knew I signed it, because the designer told us it was just to confirm the order, nothing major. These two designers' attitudes were unbelievably awful. Kept showing us they assumed we were lying because they didn't believe their coworker would lie about this, especially that designer was so experienced.... Finally, they called their customer services and changed the order for us. After we went home, my girlfriend emailed the designer who placed the order for us and she replied and told us not to go to anyone else and please return to her, so she can get everything right for us. The appointment was 5pm and she let us wait until 5:30pm. After few phone calls, everything seemed right. Guess what, still not. The rule is half of the amount will be charged right after you place the order and for custom items, there is no refund of this deposit if you choose to return, which none of these was ever mentioned to us!!!! I called their customer services to complain about this designer's dishonesty behavior. Customer service staff seemed so understanding and even scheduled a time to call me back. Guess what, after more than a week, no one ever contacted me!!! This is how awful this company is. Think over again before you decide to throw in tons of money for the worst ever service experiences!!!!! I have not received my items and hopefully nothing will go wrong...
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Pros:
  • Design is beautiful
Cons:
  • Did not seem to care
  • Promise to call back but never happen
  • Dishonest designer
Reason of review:
Poor customer service

Preferred solution: Price reduction

Anonymous

TORTURING ANIMALS??

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I WOULD NOT BUY EVEN A GODAMNED TOOTHPICK FROM YOU...WE HAVE SIGNED PETITIONS BANNING SALES OF FEATHERS TAKEN FROM LIVE DUCKS...WE HAVE CONTACTED MANY CONSUMER GROUPS IN THIS MATTER! YOU STINK! ANY COMPANY THAT TORTURES A HELPLESS ANIMAL IN HIS MATTER DOES NOT DESERVE OUR BUSINESS...WE HAVE MANY FRIENDS LOOKING TO BUY NEW FURNITURE AND WE HAVE SPREAD THE WORD AROUND!~BAD BAd bad bad bad bad bad bad bad cruel cruel cruel cruel unkind unkind unkind this site demands 100 words.....lousy..cruel...underhanded...cruelty to animals..expensive over-priced...losing our business...losing everyones business...wrong wrong wrong wrong hope pissed consumer does something about this...cruel/wrong!!!!!!!!!! MEAN MEAN MEAN HEARTLESS..HEARTLESS!...WRONG..
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Cons:
  • Cruelty to animals
Reason of review:
CRUELTY TO ANIMALS..

Preferred solution: Let the company propose a solution

1 comment
Guest

No animals are tortured.

Anonymous
map-marker Saint Paul, Minnesota

Printmaker's queen size storage bed

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Restoration Hardware - Printmaker's queen size storage bed
Restoration Hardware - Printmaker's queen size storage bed - Image 2

The bed squeaks loudly whenever you roll over. It looks like there are notches for slats that would stabilize the bed but no slats were installed.

We sent photos to RH. They sent bed assembly instructions which showed the bed boards running horizontally rather than vertically (as on our bed). Obviously this was incorrect and would not work on our bed. Also, the center wooden pole which fits into slots at the headboard and the foot of the bed does not support anything.

RH refuses to send someone out to even look at the bed. We are very disappointed in their poor customer service.

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Pros:
  • Beautiful design
  • Furniture and bed linens
Cons:
  • Quality
  • Did not seem to care
Reason of review:
Poor customer service

Preferred solution: Add slats to the bed for support

Anonymous

Beware of Restoration Hardware

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Purchased $4,000 leather sofa. Upon delivery found that legs had different color finishes, two dents with stretched leather on back, what appears to be oil spots on seat cushion, and visible scuff marks in several locations. Upon contacting customer service told could not replace because sofa type discontinued ( no prior notice of this), and best they could do is sell us new legs at $15.00 each. No price adjustment despite being unable to replace! Outrageous! Could have done better with a $500 sofa from Big Lots! Stay away from this supposedly "high end quality store" the only thing high end about it is the price!
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Reason of review:
Damaged or defective

Preferred solution: Let the company propose a solution