RH

I purchased a coverlet and two shams from RH. When I received the items the shams were covered in lint and hair, also the plastic packaging the coverlet came in was ripped and the coverlet was full of lint too. I called customer service and she told me this never happens and she is shocked and she did an exchange which was helpful. When I receive my new order which was the coverlet because my shams were back ordered , the same exact thing happened again. The coverlet was covered in lint and hair. The packaging was ripped on the bottom of the bag on both sides. It also had a horrible odor. I called customer service or as they call it concierge because I’m a RH member and I spoke to a customer service agent by the name of Laurie. I swear this girl was gas lighting me. She says this never happens we are a reputable company and we only sell high end items. I told her I have no reason to lie and she said no of course not and asked me to send her pictures. I send her the pictures and she told me to use a lint brush and for the smell she doesn’t have smell a vision so she had to take my word for it, because we don’t sell used items. I’m like I sent you pictures and I’m telling you it smells awful what else can I do. She said the coverlet was on back order I told her I would keep it as is and I will just get it dry cleaned. I also told her I wanted to opt out of their membership and get my $100 refund. She agreed to it and offer me a $30 gift card to help me with my dry cleaning bill. The sarcasm is real. How will a RH gift card will help me with my dry cleaning bill? Really! This is my second and last purchase from this company. That customer service agent had this arrogant, cavalier attitude. This company is pretentious and they sell crap. I can’t believe I’m not the only one that is going through this with this company. They’re other reviews similar to my issue.

I am a white male who worked for the company for over a year and seeing how Mike treated one of the co-workers that was black, just did not suit well with me. I made a report, but nothing happened and so with not being able to be at peace and comfortable at work, I had to quit. Also, half of the products we sold were used products. We had to sign an agreement to not say anything, but NONE of the products are new. Sad to say

Last year I purchased $4000 worth of furniture from RH, I was shocked at the sheer amount of hand-holding with the numerous calls I had to make to chase my products down. Having this previous experience and wanting to add to my collection I placed an order for $3500 January 6th. Having the previous knowledge of inefficiently and "false expectations" (their way of saying they lie about dates) I thought I will order this with "in-stock" items only and I will call and handhold this. Well again, their service is just the WORST. My sideboard was cancelled 3 times, no-one called me and I was put to the back of the queue till March. So naturally I cancelled this out. The unreliability of dates and seeing pre-authorized numbers on my card over and over is just extremely inefficient. And for the consumer, the "zinc" collection is not as sturdy as one may think with "zinc", you cannot put any hot drinks or water glasses or spill water on this piece, it WILL tarnish and leave marks quite quickly. I do not recommend purchasing from RH. As a once fan, I will now look else where for quality and service these guys just do not have.

I placed an order two weeks ago and never received confirmation with shipping dates. I called customer service and a representative explained to me that they will contact me approximately in two months when my order will be ready. Do I really have to wait for 2-3 months for a sofa?
RH charges 50% of a custom order at the time of placing an order and then they start manufacturing. And then it takes 2 months to deliver your order from China. Nice… Good scheme.
I wanted to let you know that not only will I NEVER purchase from Restoration Hardware again but I have let all of my friends/family know how horrible RH customer service is.
Welcome to RH experience.

I spent $3,800+ on 2 stupid mirrors that were spec'd on a job that clearly are only worth about $1,000 tops. The day they were to be delivered came and went. I called and I got treated poorly. I had to wait 3 weeks to get them delivered. After calling them they told me that they had been shattered, ya right!!!! It took 3 weeks to get the first set but now they can deliver to my office 3 days later on a Saturday. So now I have to sit at my office on Saturday on a 4 day holiday weekend. They said they left a voicemail, don't have one, they said they sent an email, did't get one. I am beyond upset. A few years ago I ordered bar stools from this place and they were so cheap, I sent them back and they charged me a restocking fee and I had to pay to send the pieces of crap back to them.

I HAVE RECENTLY HAD A TERRIBLE EXPERIENCE BUYING ONLINE FROM RH THEY HAD PILLOW INSERTS ON SALE FOR 18 $ EACH AND LABELLED ON THEIR WEB SITE AS PREMIUM DOWN INSERTS
ONE WOULD CERTAINLY HOPE THESE INSERTS WOULD BE AT LEAST 20 -30 % DOWN WELL WHAT A SURPRISE ON RECEPTION THE INSERTS WERE GENERIC AT 5% DOWN 95 % FEATHERS THE TYPE ONE CAN BUY ANYWHERE FOR 6 $ SO THEY ARE MISLEADING CUSTOMERS WITH FLASHY TERMS WHICH CERTAINLY DO NOT REFLECT THE QUALITY OF PRODUCTS THEY ARE SELLING .
THIS HAS NOTHING TO DO WITH LUXURY ITEMS THEY ARE CLAIMING TO SELL
WHAT A SHAME I WILL NEVER BUY ANYTHING FROM THEIR STORE

I ordered a floorlamp for about 300 bucks. Had to order from the website because my wife is sick and can't get to the store. A couple of weeks later, UPS delivered the lamp in a box that had obviously been opened and re-sealed with large gobs of un-matching cellophane tape. Obviously a returned item. Unpacking it revealed why: the chrome base was badly scratched. Then my wife pointed out that it was the wrong lamp: they had shipped the wrong item. So we went through the rigamarole of re-packing and returning the lamp and RH sent us a replacement. Once again, the wrong lamp. Once again, scratches on the chrome.
To compound this farce, wife had ordered a bluetooth keyboard for her ipad as part of the first order. When she opened that, she found the bluetooth adapter was not in the box. Another returned item? Almost certainly.
RH has some nice stuff to sell but it's a badly run company. Re-shipping returned items without inspection is not a good business practice. Be ready to have your time wasted if you order stuff from them.

I am a physician who as an anniversary gift for my wife bought her a dining room set from Restoration.

Order #10267180
Belgian Slope Arm Slipcovered Armchair
Belgian Ladderback Upholstered Side Chair
Salvaged Wood & Concrete Trestle Rectangular Dining Table

Unfortunately, this ended up being one of the worst retail experiences I have ever had. I ordered 10 dining chairs and a trestle table totaling $7000. Almost four months later I have received the chairs and yet no table. I've called over eight times to the customer service center with promises of "making things right." And yet, I still have a bunch of chairs and no table to go with it. The company has no explanation for their multiple bungles. To make things worse, the company has overcharged me over $1500 on the order. While I appreciate the customer service agents kind demeanor and verbal willingness to help the customer, ultimately they and the company fail miserably on execution. I highly recommend on buying anything from the company that you cannot carry out of the store yourself.

I ordered 4 dining chairs in mid-November 2012. When I placed my order, RH required that I have them shipped to my house, as opposed to picking them up from the store.

Since November 2012, I've suffered through SEVEN back-and-forth shipments and still only have three out of four chairs in my possession. (It is now May 18, 2013). I've been forced to return the other chairs due to a variety of reasons including scratched finish; incorrect finish; broken legs; splintered, gouged, and/or cracked wood. Furthermore, this company has sent me the wrong chairs and has overcharged me during various transactions regarding the return and shipment of these chairs. - I recently wrote the company (again) to see when I'd be receiving my 8th shipment. I received a curt correspondence saying that it would not be shipped until late July 2013.

Customer service was initially polite, but unhelpful: They are all talk, but no action. Now, my 'special customer service representative,' is ignoring my correspondences. After the third return, all of the customer service representatives told me that I'd be compensated for my trouble. That was a total lie.

Regardless of how cool the furniture looks, it is NOT worth your time, money and hassle to order from this company. Not only have I wasted money on the cost of the chairs, through this process I've had to take off seven days of work just so that I could be here to receive these chairs.

And, yes, I'm still waiting on the fourth chair, which will be my EIGHTH shipment.

I bought ITALIAN VINTAGE DYED JACQUARD COVERLET , and two shams, the coverlet has a horrible smell , I called and complained about it, the replacement arrived very fast , customer service was very good, however, the second coverlet smells as bad as the first one, it’s still at my house and I really like how it looks,...I am not sure what you do with it , still hoping that the smell goes away , so far it’s as strong as the day the coverlet had arrived .. it’s very strange since the product is made in Italy, restoration Hardware charges a premium for it !

I purchased a $7000 bedroom set from the Manayunk store in March of 2009, and when it was delivered, the delivery staff could not fit it into my home. The store manager told me to refuse it, and I did. I repeatedly called to ensure that the purchase was appropriately removed from my Restoration Hardware account, even requesting that they put the credit in writing, which they did. A year and a half later, they have submitted my account to collections, who constantly call me with harassing, aggressive phone calls, AT ALL HOURS OF THE DAY AND NIGHT, who refuse to listen to my story and continue to accuse me of non-payment. I had a 785 credit rating prior to this incident. They have reported derogatory, delinquent marks to my impeccable credit rating and greatly lowered my credit score because of their mistake. The worst part of this is that everyone who I have tried to call to help me clear up THEIR ERROR is now telling me that they cannot help me... that they are the wrong dept...that it is the bank they use that has made the mistake! Meanwhile, they are the company who submitted the inaccurate info to the bank!!! DO YOURSELF A FAVOR ---NEVER, EVER OPEN A RESTORATION HARDWARE ACCOUNT!! RUN AS FAST AS YOU CAN FROM THEIR STORE - EVEN IF YOU LIKE THEIR PRODUCT, THEY ARE SO PATHETICALLY INCOMPETENT, FIND ANOTHER PLACE TO SHOP!!! YOU'LL SAVE YOURSELF FROM MUCH DISTRESS!!!

I have had an absolute Nightmare Experience with 72" Round Concrete Table (Salvaged Wood & Concrete Trestle Table) that has lasted over a year! The table top wobbles and does not match the height of the dimensions (it is 1-1.5" shorter than it is supposed to be). The delivery people confirm the aforementioned, yet RH Corporate insists that everything is fine with the table. They have attempted re-delivery 7 times, all with the same result. Yes, 7 times! At a loss for words to describe the experience. Purchased from the Palo Alto, CA store. The table was ordered based upon input from the DH designer along with 8 custom chairs that match so changing now would look awful but that is all they know to suggest.

We recently placed two orders with Restoration Hardware: one for 2 wall sconces and the second for a faucet.

The first problem is that in order to end up with 3 items of acceptable quality we had to send 3 defective items back. Yes, 2 sconces and 1 faucet were defective. As a result, we incurred a significant delay in our bathroom renovation project.

To add insult to injury, after everything was said and done, RH overcharged us by $112.25 for the two orders. I can't really figure out how they did this (and neither could the phone service rep), but it's some combination of not properly refunding the shipping costs and/or not properly keeping track of the original item price. When we buy something on sale and have to return it because it is defective, RH should not be charging the full price when they send out the replacement.

The bottom line is that we placed 2 orders and ended up with 8 credits and debits on our credit card! EIGHT! Now, I am an engineer, and I was able to sort all of this out and force the phone service rep to issue the proper refunds. How many people don't check their statements or wouldn't be able to understand how 2 purchases result in 8 transactions that make no sense whatsoever?

We shopped at Restoration Hardware because it had a reputation for quality merchandise and good service. Instead, half of the goods we received were defective, we incurred a delay in our project, were overcharged by $112, and the service rep couldn't figure out how or why that happened or what the correct numbers should be.

This is not the kind of impression a retailer wants to be making on customers ever, and especially in this economic climate.

We were robbed of 1600+ deposit for something which was not delivered for no fault of ours and now the same item is put up for sale in their outlet store.The customer service was terrible.

After even mentioning what floor our apt was on and the access to it, no one ever asked us for measurements. When we contacted CS first they asked for the measurements so they could re try to deliver and if it didnt work they promosed to return the deposit. when they couldnt deliver the second time, the CS bluntly refused that they ever promised return of the deposit.

We have evidence in form of voice mails from the CS rep which we are going to a lawyer with.Didnt expect it would turn out this way.

I placed three orders since 2013. Every one of the orders ended up in a disappointment. I do realize now that RH is a foreign company operation in USA. How difficult for a company could be to respect the contractual agreement:
- Charge 50% of a custom order at the time of placing an order, not 100%?
- Charge remaining 50% of the custom order at the time of actual delivery, not weeks in advance?
- Respond to inquiry as business not as a prison guard?
Welcome to RH experience.

I paid $4000 for a Belgium track arm sofa with perennial fabric. It is the worst and most high maintenance sofa I've ever owned. It is down, but I've had 5 other down sofas and have never had this problem. I went to the store and asked for advice and was told that I would need to take off all the cushions and pillows each evening and beat them back into place. it looks like a mess all the time. The back cushions smash down into balls each day. It is so uncomfortable that I hate to sit on it.

I ordered a 38 inch Shutter Cabinet from Restoration Hardware in November 2012. The cabinet was offered in their store, on their website and in their catalog. I went in the store at the Houston Highland Village location to place the order. I never received the cabinet and after many calls made to Restoration (and hours of my time spent on the phone); I was told the cabinet information was incorrect and that they do not offer this cabinet for sale. I asked when they discovered this error and was told December 2012. I then asked why I was not informed of this fact; I was told that "in a perfect world, I would have been informed."
I then went back to the store where I placed the order and was told it would be too much work for them to research and to just keep working with customer service over the phone!
They are now telling me they can "possibly custom make the cabinet", but due to the Chinese New Year and the plant being shut down, they have no guarantee as to when they may be able to produce the cabinet. The absolute earliest date they could provide is April 30th, but they were 80% sure they would not make that date.
I told them just to cancel the order and they then offered me a 40% discount on another item. I told them I did not need a discount on something that I probably would never receive and declined the offer. I do not intend to ever visit Restoration Hardware again.
Their website has a written statement with a guarantee to fix any issue with any item ordered from their store. So much for a guarantee!

I ordered the Maxwell sofa & chaise lounge February 2019 and received it in May 2019. The sofa had a flaw in the fabric so RH said they would replace it after I sent photos to them . In July 2019 I received the replacement sofa/chaise and the chaise had a seam running across the center of the seat cushion (which was not there on the original chaise). Once again they agreed to replace after sending them photos of the first & second chaise I received (one with the seam and one without). Upon receiving the third sofa/chaise several weeks again (November 2019), the chaise still had the seam and I refused delivery. I have spoken to numerous customer service reps who now tell me the chaise now comes with a seam; however, I was referred back to the RH showroom sales person and am still awaiting a response to see how this matter will be resolved.

I purchased three vintage toledo chairs at the Restoration Hardware Outlet in Wrentham, MA. They appeared to be perfect with no visible signs of damage. I stored them wrapped from the purchase date until February of this year. Two months of easy use and they are all chipping! Restoration Hardware Customer Service acknowledged this problem exists with the product as there have been other complaints; but because I purchased at the Outlet Store, they will do nothing.
BEWARE OF DEALING WITH THIS COMPANY.

I spend over $300.00 on a set of Queen Stonewashed Belgin bed linens and they started shredding after 2 years. I called and was told they only expect these sheets to last 1 years with daily use. I bought 2 sets for $300 each and they should not at this price, be falling apart with normal sleeping conditions. The top sheet and pillow cases are in great shape but the fitted sheets are TERRIBLE.
I was told that I should just buy new sets. I only needed new fitted sheets and they would not sell these only sets. Also three years ago the cost was $1919 a set now they are $ 329.00 a set unless I spend $100 to join their "club" and then I can pay $ 239 a set.
This is over 40% price increase in 3 years. They are a total rip off- DO NOT SHOP HERE. Many other online companies sell Linen bedding at lower cost and 3-5 year warranties