Restoration Hardware

I ordered almost $1700 worth of items from RH Baby and Child for my daughter's nursery in November 2011. I am still waiting to receive the rug for the room. I only received the bedding in January. I finally got the rug in January, and when my husband and I unrolled it there was a black stain on the light pink rug. I called customer service and they had me ship it back the next day and told me they would overnight me a new one. I was supposed to receive it on February 8th. When I had not received an email notification by February 7th that it had shipped, I called to follow up. Well, they had received the rug back in the warehouse but hadn't even placed a new order for the replacement rug. The girl I talked to said she would order the new rug and overnight it to me, so I should receive it February 8th or 9th at the latest. Still no email on the 8th so I called again. They tell me it is being shipped, is being overnighted, and now I can expect to get it by February 10th or 11th at the latest.

I get an email this morning (February 10th) saying it has shipped regular UPS ground and I won't receive until February 15th! That is 4 months after I placed the order! I am livid. I called again, waited 20 minutes to talk to a supervisor, who told me she would credit me a measly $50. I told her I never want to shop there again and will make sure to put reviews online about my terrible experience. If you are thinking of decorating your nursery at Restoration Hardware, I advise you to think again because you probably won't receive the items until after your baby is already born! And by the time you get the stuff, it will

I was charged $286 total shipping on a $1056 online spend, but only $66 was authorized at the time of purchase. Restoration was then somehow able to charge $216 to our credit card for the next 2 months after the initial purchase as they shipped every item separately (for example a single pillow per box, and of course each box included their 1" thick catalogue, which I'm sure we paid for as part of the shipping weight). I talked to customer service 3 times, but with absolutely no luck. I will try to contact Visa to see how they are able to charge our card with no approval after the purchase. This is the last time we are buying anything there.

I wish I'd come to this site before buying. I ordered some slippers for my wife for Christmas. They arrived in mid-November. Upon giving them to my wife, it became apparent that they didn't fit and they were the largest size. RH refused my return and told me that "they're sorry for the disappointment," but don't take returns over 30 days; terrible service. I will stick with reputable players in the future. Tell your friends to avoid these guys.

After waiting four months for replacement pads for a $4000 couch, I visited the store to follow up. I was direct in requesting that they handled the issue after being provided the wrong cushions that were too soft and damaged the leather as a result. The couch has a warrantee for life. The woman I spoke with in store might best be described as a dismissive snob; however, after I got past her attempts to fob me off, I was able to get a response time from her. I waited for a call for a week after the 48 hours Sharon provided. Nada.

So I called back explained the situation to an equally dismissive associate Susan who, when she thought the call was on hold, said, "I can't believe I have to deal with these ** people." Wow, 2/2 for Restoration Hardware HR. Those words could have come out of my own mouth about Restoration Hardware! They are saying whatever placates the customer and doing nothing.

I just read the Restoration Hardware customer service motto ---

General and Furniture Guarantee: "Restoration Hardware strives to achieve the highest level of service in our industry. Our goal is to provide our customers with the best possible customer experience. To this point, if we make a mistake, we'll fix it. You can expect nothing but the best in quality and service."

But that is not what I'm experiencing. I am very disappointed and frustrated after being a customer for many years. I'm trying to buy something they have in stock but I can't. First, I learned by word of mouth our store here in Leawood Kansas is closing. I receive regular e-mails from Restoration Hardware and the one today mentioned a storewide sale 20% off and 10% off final sale. I was told to order the furniture items I wanted online. So I looked online and saw they were on sale. Perfect right? I ordered two French Empire Single Vanities and the matching medium linen cabinet . The computer said it was not available in my zip code. I called the customer service number and she said the items were available. So I ordered through the customer service phone operator. She also had to do some research since the picture of the medium linen cabinet was shown incorrectly on the sale web page.

After some time on hold, the customer service person returned and finalized my order only to tell me it was out of stock. Apparently there is stock in the California distribution center but not the Ohio one. My shipment would come from Ohio; hence no product for me here in the Kansas City area. So I cannot order in a store, online or by phone even though there is plenty of the product in the California distribution center. This does not make sense to me; the customer who is advertised to and ready to buy.

I was told by the phone rep that they were not allowed to ship from the California distribution center to my zip code in Kansas even though the items are available. The closest they could deliver from is Texas; that helps. Help me understand this. I want to buy it and they have it. I think this is wrong and silly by any business standard. And to think during these times when many retailers are crying about poor sales, I have to beg to buy something.

Is this a scam for bait and switch or what? I need Restoration Hardware to help me with this and figure a way to get the product to me in Kansas. Here is your chance, RH to be a real customer service hero and make your customer service motto more than a motto but a real behavioral statement of how you help customers. After sending customer service a version of this e-mail, the reply was weak and the same dribble about two distribution centers and they could not send the product to Ohio to be delivered to me. That still makes no sense because from what I know you still can send things from California directly to Kansas. If anyone knows how to escalate such issues please let me know.

Back in June of 2011, I returned a sconce to the Georgetown store of Restoration Hardware in Washington, DC. I was told that I could not receive a direct credit towards my next purchase, but would be sent a gift certificate for the value of my return (approximately $110) within a week.

I did not receive the gift certificate within a week, two weeks, three weeks or a month. However, after several calls to their customer service department, I eventually did receive it in September. I then tried to use the gift certificate for an online purchase, and discovered that their system does not accept gift certificates. I called, and learned that their customer service department would not process the gift certificate by phone either. The only way I could use the gift certificate, I was told, would be to return to their Georgetown store, a 45-minute drive from my house, and have them place the order on my behalf over the internet, or to make the purchase and physically mail the gift certificate to their office in Tracy, California!

I did that, and received a partially fulfilled order in October, along with a note that most of the items I had ordered were "on back order." No estimated date of delivery was provided. My "gift certificate" was not applied to my purchase until I filed a complaint with the Better Business Bureau. Restoration Hardware then finally credited the gift certificate and fulfilled the order in full. Unfortunately, because I had originally purchased the light for a renovation project, I bought a second matching light at the same time that I purchased the first light with the gift certificate. The second light didn't work for the renovation, so I tried to return it. I was told that I could not receive a refund, but only a gift certificate.

Are these practices legal? This company seems to operate on a business model of frustrating its customers to such an extent that they will give up. All I want is the $65 refund that I am owed, and to never deal with this company again.

The worst customer service experience ever! Restoration Hardware is a fraud and in fact a company that is scared of having any social presence or a true line of customer service, which only validates their inadequacy in the world of commerce and especially e-commerce. The bassinet that we ordered and spent a ridiculous amount of money on was delayed by over 2 months and arrived broken. They wouldn't send a replacement unless we bought a new one and then drove the broken one to a store or paid to send it back because they "could not provide their UPS account number to a customer" for a UPS pick up.

They also "could not locate a UPS contact" for timely pick up! What year do we live in? What happened to customer service? All of a sudden I am responsible for your ** products and lack of quality control when you ship defective products and expect a 9-month pregnant woman to pick up a bed and bring it to you!? Shame on you Gary Friedman, Carlos Alberini and Ken Dunaj. You are not an executive team--you are a team of thieves with fancy titles. I will never buy from RH again and make sure that I expose this ridiculous biz as much as I possibly can. I wasted hours on the phone dealing with at least 10 useless customer service reps at RH. I still have a giant box of a broken bed in the middle of the house. I'm expecting a baby within days and not to mention the holidays! Who is compensating me for wasted money, time, effort and sanity!?

Where do we begin after spending about 8,000 dollars on furniture and home decor items on Visa beginning Aug 2, 2011? We've been making several calls to the store and customer service about the various problems including the spend 500 dollars and get 100 dollars off deal, their math 3,000 dollars equals 453 back. That's not my math and we're still waiting for a replacement chair that looked like it was used for several years in the back of a gas station.

You guessed it. It's back ordered for eternity. We have been promised call backs the next day to straighten things out and they never call back. I can't understand how they charge your credit card every time something is purchased then refund a different amount when the item is back ordered. My Visa statements keep coming with mystery charges by restoration; I am calling Visa to enter an investigation and block all charges. A big, big warning on this company and especially look out, Canadians, this is a major rip off company. You really don't know just what in the end you will be charged?

Restoration Hardware is nothing more than a fraudulent retailer. They claim their furniture/lighting and accessory designs are "exclusive" to them, when in fact you can find the exact same products in many retail locations--all for a much lower price.

As a previous employee of Restoration Hardware, I can testify firsthand that their products are junk: picture frames that fall apart; lighting that shorts out and/or falls apart; outdoor furniture with glue joints that decay, making a very expensive furniture set rendered useless; planters that rust and are made of materials known to contain lead (Warning labels are removed in stores.); their towels, while very absorbent, will stain, discolor and require a long list of care instructions (none of which work)--Once stained, the towels will never come clean, and simple everyday dirt will permanently stain a light-colored Restoration Hardware towel. Do not buy them. Expensive does not always mean better.

Consumers are ripped off. They will be passed from person to person when calling for a complaint or problem with their product. Restoration will make it so time-consuming and tedious that the consumer will simply give up. There is no backing of their product whatsoever.

My wife and I received a Carmel Outdoor Dining set as an anniversary gift in June of 2010. This summer, we discovered cracks in the frames of several of the chairs and that the edgings along the bottom have dropped off. I contacted RH, sent pictures and was contacted by a Ms. Lane, an "E-Mail Customer Service Advocate". Who dreams up these titles? Why would a customer need an "Advocate"? Whose main concern was to learn who had purchased the item. When we told her a group of friends and that we were not prepared to go back and ask for receipt, that we simply wanted to have the defective items replaced, this was her reply. "Even though it is not stated on our website, it is understood that returns and exchanges require proof of purchase as this is a standard business practice not just for Restoration Hardware, but for most companies. I know it may be uncomfortable to ask your friends for an order number or proof of purchase for the Carmel items."

Conclusion: Stay away! Overpriced Chinese-made junk. No regard for their customers. No wonder the company was close to bankruptcy.

I ordered a nice clock online. I received an email the next day, saying the order could not be processed but without telling me why. No order number in the email. Simply a number to call.

I sat on the phone waiting to find out what had happened only to be told that they could not process the order as it was on a restoration hardware credit card and they didn't know why the card could not be accepted. I had to call another number to find out and there I was asked if I would I like to process my order on another card. No, I did not want this on another card. I wanted to find out what the problem was. When I called their credit department to find out why they declined the Restoration Hardware card they said they had turned it off because I had not used it in a while. When I asked why they didn't notify me that they had turned off the card or set me an email, or any information - she told me it was my own fault for not using the card more. I asked if this policy was posted any place on their website and she told me that it wasn't. Needless to say, my response was to the effect of "I will never order another thing from them again". Poor customer service! Apparently if you don't order enough from them they turn off your restoration hardware credit card without notifying you. They wasted a lot of my time and insulted me to boot.

Buyers, beware of poor quality furniture and customer service! My husband and I purchased a "refurbished" dining room table from Restoration in Chicago, off the North Avenue. We received no care instructions to inform us that the table is for viewing only, and not usable in any way. My husband accidentally spilled some water on the table; as we wiped it up, the finish came completely off the table. We immediately contacted their customer service 800 number, and have only now six months later received a resolution which was, "you should have used a place mat". The problem is that we did and it was made of cloth. So, the water soaked through it and still took all the finish off. We asked them multiple times for the finish color or some other help to correct the table, if they were unwilling to exchange it. We received no feedback.

I will personally never purchase anything from Restoration Hardware, and would recommend if you're considering that you ask them many questions about the care of their furniture. My sister had purchased a couch from them several years ago that has also fallen apart, and the fabric has torn. I always fall for the refurbished, bare looking wood, but there is no treatment for the wood (literally not even any sealer). So, buy at your own risk. I hope that you never get any food, drink or anything ever on the table.

We ordered rug samples intending to order the rugs. We needed the samples to determine what color would suit us best. We were charged 30 per sample, and within THREE days of receiving the samples, the rugs were discontinued.

Restoration Hardware (along with Pottery Barn and others) is selling hand tufted rugs with a faulty latex backing that breaks down over time and smells like burning rubber. They have not offered to recall the rug or provide a credit.

I have worked at Restoration Hardware for several years now and we just get numb to the complaints. At the store level, we have no idea if products are in stock or not. The tracking system is a joke. Honestly, we had no idea when things will be delivered. We were told what to tell the customers but experience has told me this is always wrong. It is not uncommon to hear that customers have been waiting six months or more for their furniture. Everything comes from China so any delay is going to be a long one.

If you discover a defect in your furniture, they will try to make things right but chances are, you will have to pay for the replacement, ship the bad piece back, then wait for the credit. (Then wait another six months because the item is now on back order because everyone else is having the same problems.)

Also note that the furniture is all made by different vendors so the upholstery for the chair might not match the upholstery for the sofa unless they are made by the same vendor.

Thinking of a gift card? Don't embarrass yourself. If you try to use a gift card online, you will have to pay for the purchase then send in the paper gift card for a credit.

I would like to say that the towels are pretty nice.

I attempted to shop at Restoration Hardware's new baby/child store. I was sent multiple cards announcing its opening date. I drove a considerable distance, hired a babysitter, and discovered upon arriving that the story wasn't in operation because they had delayed the opening because of "unforeseen issues." I think they gave me a gift certificate for ten bucks or so. That didn't even cover an hour of childcare!

Another upsetting event happened at their Beverly Hills location. My best friend tried to shop there (maybe it wasn't open yet?) and saw that construction workers were frantically ripping out what she described as "priceless" wood flooring (she works for an environmental watch group). She asked why they were doing that? They told her the head of the company didn't like it. Later, she found the flooring had been cut into little pieces and piled in a dumpster. Is there something wrong with that company? She's trying to find out what happened because her agency keeps a close eye on these things.

What's happening at Restoration Hardware?

UNFAIR LABOR PRACTICES. 14 out of 15 people at the Beverly Center were all let go. One the store leader is being transferred to the new "gallery" location at 8772 Beverly Blvd. The sales associates and other managers were all informed that RH was going in a "different direction" and when asked to define, the subject was changed. In order for former employees to obtain a severance package, they were forced to pack up the store and was expected to maintain a very positive attitude while working with members from other stores imported to help with the move.

No customers were notified that the Beverly Center store was closing. Customers who were used to certain sales associates are now left in the "dark" and if they bring in other's like that one assistant manager "R" from the Santa Monica store (he was training there), it is doubtful that the customer service that I was accustomed to will even approach the caliber that my former sales associate provided me. How a company like RH can treat loyal employees and customers like that is unheard of.

The new "gallery" store is located in West Hollywood about a block away from the Beverly Center. It has no parking. Perhaps this location was chosen because the CEO Gary Friedman has a vendetta to William Sonoma (which this was their Los Angeles flagship store). WS customers complained as well that this location had very difficult parking and this along with the bad karma that Friedman has will probably cause the demise of this store as well.

YOU ARE UNFAIR TO YOUR EMPLOYEES RESTORATION HARDWARE!

The problem with Restoratin Hardware is that for all their glamorous catalogues and well laid out stores, this is a mail order company with an attitude. We ordered thousands of dollars of furniture for our house and half the furniture arrived damaged -

when it arrived. We waited up to 8 weeks for towels and are still waiting more than 5 months for a piece of furniture. In addition, they actually ship fragile items like mirrors and large items of furniture by UPS instead of using "white glove" delivery. For the prices they charge, that is unforgivable. When one calls to complain, they give one patronizing excuse after another.

I recently purchased two Holiday Robes from Restoration on December 12 as a gift to be shipped directly to my grandmother who lives 1000 miles away. I assumed I had given myself plenty of time by ordering 2 weeks in advance. However, when the package arrived today, on 12/20, only one robe had arrived. The funny thing was, I was not notified of the backorder state of the second item but I had to hear about it from my grandmother who is sitting there with a shiny new backorder slip! When I placed this order, the status said in stock and ready to ship. So I called the customer service. They say, "Our website doesn't do real time inventory tracking." So Ooops, Sorry! They do not care about their customers or about service.

The representative actually had the nerve to tell me that he would offer me a $25 gift card if I chose to just wait until mid January for my Grandma to receive her Christmas gift. I asked why when they noticed that my order would not make it in time that no one tried to find her one from a store. The representative said it must have slipped through the cracks. This is not true. No one cared to look at the order, try to see that it was an error on their part, and try to correct it. They just made a decision to back order with no notice to me, the purchaser! However, if I chose not to wait that they would not offer any thing! What a bunch of crap!

I wanted to express my disappointment with the goods and services I rendered from your company. I feel that my shopping experience isn't a singled out incident and wanted to shed some light on the kind of service I have experienced thus far. I am hoping that you could assist in this matter of getting my issues resolved with your company. I recently bought my first home and was very excited to make my purchase at your establishment. On 9/23/10, with your store catalog in hand, I went to the Restoration Hardware store at South Coast Plaza, Costa Mesa, Ca. I asked your salesperson, Jose, to order 4 Camel back chairs in brown oak for me. I was very clear about what chairs I wanted, because there was an exact picture of the chair I requested on the catalog.

I was excited to receive my delivery on 10/2/10, but was immediately disappointed when I realized that the wrong style of chair was ordered by mistake. The chairs I received were in fact that the Parsons side chairs, not the Camel back chairs. When I received them, I asked the delivery man if he brought the wrong chairs, but when I looked at the receipt, he indeed followed his orders, and I realized that the error occurred when the salesperson ordered the wrong style of chairs at the store. On 10/3/10, I decided to physically go to the store to explain that an error occurred, so that the correct chairs could be ordered and exchanged for the incorrect chairs. They were happy to exchange the chairs for the correct ones at this time and explained to me that the old ones would be picked up when the new ones came. During the exchange process, I explicitly asked for the Camel back in brown oak wood. However, when I received a confirmation email on this order on 10/5/10, I noticed that the weathered oak wood was ordered instead.

I called customer service to explain that the wrong wood was chosen on the correct style of chair. They assured me they would take care of it and order the correct chairs and wood style for me on 10/7/10. Around this same time, I checked my credit card statement and noticed that I had been billed for delivery twice even though I should have been billed only once for the first set of chairs delivered. I called customer service again and they assured me that they would credit me $80 for both deliveries due to the errors that occurred and my inconvenience. About 1 week later, I received 2 phone calls from the delivery service to let me know that I would have a delivery on Wed 10/13 and another delivery on 10/14. At this point I was very confused because I wondered why I was getting two deliveries. The 2nd phone call I received had told me the deliveries would be on Wed 10/13, not 10/14, so I was confident that my chairs would arrive on wed 10/13.

At this point, I asked a personal friend to wait at my home for the delivery on 10/13, as I am a busy health professional with many chronically ill cancer patients to take care of, and was not able to take time off of work for the delivery. While my friend waited at my home for the delivery on 10/13, I received a call saying that my delivery would be on 10/14 by the delivery company. I was extremely confused and flustered at this point, because I had asked someone to wait at my home (and wasted their time), so I proceeded to call customer service and they told me that my delivery would be on Thursday and not Wednesday because of some sort of mix up or miscommunication. At this point, I sent my friend home because the delivery would be on Thursday as your customer service representative told me.

When I arrived home at 5pm on Wed.10/13, a delivery truck came with my 4 chairs. I was surprised because I wasn't expecting them until Thursday. It was pure luck that they happened to arrive while I was home. I was happy to receive the correct chairs at that point. However, on Thurs. 10/14, I received a call at 3:20 pm saying that the delivery truck was again outside my home to deliver 4 chairs to me and pick up the wrong chairs I had ordered. I explained to them that I already received my delivery on Wed 10/13. During this delivery mix up fiasco on 10/13, I decided to call to customer service to question why my delivery was so complicated and why I was given incorrect information about the delivery date. I was also told, I would be credited $200 for my inconvenience with the delivery mix up as well as the numerous errors that occurred prior to that day. The reason I am writing to you today is because on 10/21, when I went back to my credit card statement online to check to see if the credits indeed posted to my account, I discovered I did not receive the $80 credit for 2 deliveries as was promised me. Not only did I not receive the credit for delivery, I discovered I was charged for the 4 incorrect chairs (Camel back weathered oak) and the delivery for it. I called customer service again on 10/21 and was assured by your customer service representative that all this will be resolved and I will be credited the $80 along with the approximate $950 for the wrong chairs that were ordered and delivered to my home on Thursday 10/14 (while I was not there).

These chairs were never supposed to be charged to my account, nor delivered to me as they were the incorrect wood style. I am not sure that resolution by your customer service members will actually happen given the track record with errors at every step of my encounters with them, and this is why I am writing you this email. I am not one to write letters of complaint, but I felt this experience warranted one. As you can see, there have been errors along every step of this seemingly easy process of ordering 4 chairs. From ordering, to exchange, to delivery, to being charged double for deliveries and chairs, this has been awful customer experience.

Please excuse my frustration, but it shouldn't be this hard to order chairs. These incomprehensible errors in which I'm charged for products that I did not receive can technically be reported to the Better Business Bureau for further investigation. Instead of taking that route, I hope you can help me in this matter because at this point I regret to inform you that not only do I regret purchasing chairs form your store, I am also discouraged to purchase another article of furniture at your store. Charged 3x for delivery of 1 set of chairs, charged double for chairs.

Restoration Hardware seemingly is doing a bait and switch on sale items. Specifically, we were attempting to order a double-sink for our bathroom. The product was on sale and also on back-order when we tried to order it initially. We were advised to wait to order the product after it became available. When we called back to order, the product it was conveniently no longer on sale.

I have to say Restoration Hardware's business practice is unacceptable. 1st bad experience: I ordered the Devon Leather Chair, item # 61720002 and the Reclaimed Wood & Metal Desk, item # 61930003.

I received the desk first with unfinished metal frame. The metal and paint dust are still on the desk. We had to sand it out because we don't want to stain our clothes sitting next to the desk. The Devon chair was delayed, the delivery date was promised to be beginning of Sept, then pushed back to mid Sept and pushed back again to the end of Sept. Not sure if Restoration Hardware wants me to sit on my desk to work and wait for the chair. I called to complained with customer service. I received the chair afterward, unfinished again. The leather missing the finish coat. 2nd: I order the several items for my unborn baby, due on November 13th and was given false availability date. The order # B12134712, on the website - Moses basket stand, shown available on 10/22/2010, and now available date for delivery changed to 11/22/2010.

Dalton changing table, shown available on 11/05/2010, and now available date for delivery changed to 11/22/2010. Antique spindle crib, shown available on 11/05/2010, and now available date for delivery changed to 11/22/2010. There is only one word to call this business practice, "fraud". If I put up with Restoration changes in delivery date, my baby will be sleeping on the floor with my 2 dogs? Really wonder how do you even dare to lie about delivery date for babies' items. That's the worst of the worst I have ever experienced. I sure feel the need to warn all customers, especially parents to not put their kids' situation at risk by trusting such company like yours.

I ordered a circular shower ring from this company the end of July. I was told to expect delivery in 7 to 10 days. After 2 weeks, I called the company and was told that it would be at least a a month for delivery. I also found out this item was on"special order", so if I cancelled I could not get my money back. After a few phone calls, I finally received this item in early September. When my contractor tried to install it last week, he discovered that the brackets included with the kit were too small. I called Restoration Hardware on Wednesday, 9/15, and was told that they would call me back on Thursday with information about when they could have the right size brackets for me.

No one called me Thursday; I called them and was told it would take 48 hrs, not 24, and I would get a call on Sat. The call Saturday said they were monitoring the situation, "expediting it" and would call with a resolution Monday. Again, there was no call on Monday. I called them and got the same run around: they were "monitoring" the "situation" and "reaching out" to the vendor. They said they couldn't call the vendor directly to take care of the problem. The name of the vendor was on the packing materials. I went online and got their number. I called them and they immediately referred me to the parts division, who are now sending me the parts I need and bypassing Restoration Hardware.

I was told that if Restoration Hardware had bothered to contact them last Wednesday when I called, I would have already received the replacement parts. They never heard at all from Restoration Hardware. So I have been repeatedly lied to by Customer Service employees at Restoration, not just the people who answer the phone, but by 3 supervisors: Edna, Dana & Ruby.

I ordered bathroom lighting fixtures that were available only via the Restoration Hardware catalog, meaning there wasn't any way to examine them or see how they needed to be installed. Information in their catalog indicated that the fixtures could be installed either vertically or horizontally. There was no warning that, if installed horizontally, it was necessary to have a certain minimum clearance in order to change the light bulbs in the fixtures. They have offered to take the fixtures back; however, they are unwilling to compensate me in any way for the costs of an electrician's labor to remove the fixtures and install new J-boxes, and the cost of sheet rock repair and repainting.

My husband and I are renovating our master bath. I ordered a double sink vanity from the Annapolis, MD store on July 11,2010. I was told that I would receive it by the end of August. In mid August I received a call saying that delivery would be on the first week of September. I advised my contractor who is doing the renovation; he decided to work around the delay. I then got a call on September 12 saying that the unit is not going to be available until January 2011! My bathroom is torn apart now and I cannot complete the job with my contractor if I wait for this vanity!

The worst part is if I go online to purchase this vanity with a new order, the delivery date given is November 12, 2010. They know that this is not available, but they are still selling it with a false delivery date! This is fraud! I called the store and they said that there isn't much that can be done. We must now try to order a vanity from someone who can deliver on time! I will never trust Restoration Hardware again. The staff is friendly and helpful, but their business practices are dishonest at best!

Restoration hardware. I spent a fortune on an outdoor dining set. Soon it started forming a fungus at the joints. I've been advised that it's from the glue. Now all the dowels have disintegrated and the chairs are falling apart. This is my second set from these people. The first set, although "guaranteed" rustproof, rusted badly. The set I'm now complaining about was exchanged. This company sells the worst made in China garbage at premium prices. Stay away!

I ordered $1000's of dollars worth of outdoor furniture. It was delivered. The next daffy our sprinkler gotvit wet and lime or calcium deposits appeared on the finish. I couldn't get the stains off the furniture. Remember this was water from our sprinkler on outdoor furniture. I called to ask for a suggestion and could they call the vendor for some advice on how to remove the big ugly white stains. I was told, now get this, that the furniture was not meant to get wet. When I mentioned that it was shown in their catalog next to a pool, I was told that as people sat on it wet, to make sure that I wipe it off. So I said really, every time my guests sit down and water gets on the arm of the chaise, I need to run over and wipe it off or I will get big lime deposits on the furniture? Yes, I was told.

When I said, "What if someone puts lemonade or a beer on the side tables." Oh, use coasters I was told." These people are crazy. I spent over $7000.00 on this stuff and I need to use coasters outside! Then I was told I could wax the furniture if I didn't want it to happen anymore. I think not. You folks are crazy. In this economy you need people like me. Not anymore. Goodbye restoration Hardware. Hello Frontgate. At least they know how to retain their customers.

I wanted to order an ottoman which came on sale over the weekend. When I went online to order it, I found it was not available for my zip code. I called customer service, who told me it would be available to west coast customers but not east coast customers, and if I wanted, I could find a forward freighter to ship the item to me from the west coast. But the order is back ordered and no ottomans are in either warehouse. So I called to inquire if the one I had already paid for could come in from the supplier to the east coast warehouse to avoid the additional charge of a freight shipper.

At that point, the unapologetic and unhelpful "customer service" representative told me my order had been automatically cancelled by their system and that I would not receive an ottoman. Apparently, someone changed my address in their system so many times that they just decided to cancel my order. I found out because I was calling to get more information in order to arrange the delivery. I had had positive experiences in the past but this order was so botched that I will not order from them again and have canceled a previous order that was also back ordered. Most insulting was the "customer service" representative's matter-of-fact, unapologetic attitude regarding my inconvenience.

Back in late March 2008 we had placed an order for a headboard and two dressers from your Restoration Hardware dba as Brocade.

While we were informed that part of the furniture was back ordered, it would take 4-6 weeks for our delivery which we felt that was still reasonable.

After multiple discussions, we were finally informed that our bedroom furniture was to be delivered on SEPTEMBER 3RD!!. Imagine our elation after waiting approximately 5 months for our order, and we arranged to have (at our expense) our bedroom furniture removed and donated the night before.

I called that morning and was told that delivery would be between 5:30 and 6 PM.

At 9:20 they finally arrived (who delivers furniture at 9:20 in the evening???) and they cracked the headboard while attempting to bring it in so needless to say we refused it.

That entire order left us so drained we swore to avoid "Desperation Hardware" for the rest of our lives.

Flash forward to June 2010 and with a new home we had someone graciously give us a Restoration Hardware gift certificate.

So, I call up, certificate in hand all ready to place my order and they tell me that I have to actually pay for my order with a credit card, mail them my gift certificate and wait to get re-imbursed.

Seriously? Are you kidding me? I am so completely floored that it made me start thinking about everything I despise about this company that I had to finally get it off my chest.

Do yourself a favor and avoid "Desperation Hardware" like it had the plauge.

I ordered a monogrammed doormat on line at the beginning of May 2010, they told me it would be sready and shipped beginning of June, I contacted them on June 11th and they now tell me the order won't be ready until beginning of August. I told them to cancel the order and take me off there mailing list and e-mail list and told them their company [is bad] Big Time. After reading all the other complaints on this web site, I can understand the frustration, this company has no scruples, if you have half a brain don't shop on line at this store.

I ordered an item on May 3, 2010 and it was due in on May 27, 2010. It is not June 2, 2010 and now they are saying it won't be in until late August. They should not be selling items they don't have and no hope of getting in the near future. Their reps are stupid and totally incompetent. Every day they tell me something else. Never the same story.

I ordered an item on May 3, 2010 and it was due in on May 27, 2010. It is not June 2, 2010 and now they are saying it won't be in until late August. They should not be selling items they don't have and no hope of getting in the near future. Their reps are stupid and totally incompetent. Every day they tell me something else. Never the same story.

Ordered a bed from the store, it was shipped to the warehouse, I asked for delivery to a new home on a specific date, as we were moving. I gave them a week advance notice, actually, the shipping company is hired by restoration, it is called Elex. Elex told me it would take 9 days to deliver the bed. Days after, I was moving in. After many calls to the store manager, Bruce, and to "customer service", I was given the delivery day on the moving day. So far so good.

Then mid day, Customer service called me, the hardware for the bed was not shipped, it was backordered for 2-3 more weeks. I returned the bed, received a store receipt for the money, bought a new bed elsewhere (delivered the next day hassle free), I am unable to actually have my money deposited in my account for 3-5 days. I need the money, the restoration people tell me, "Oh yes, it was returned, but it takes 3-5 days for processing".

That means it wasn't returned, there is no way to reach the accounts payable or finance office, head office in CA has no directory, one cannot reach anyone. I called the CEO, his mailbox was full, cannot leave a message. This company is both incompetent and a bunch of gangsters. I suggest buying only items in stock, shipping opens up an opportunity for them to make a hash of even the most innocent transaction.

I just placed an order today using a Gift Certificate I received for Christmas. Not only could I not place an online order as Restoration Hardware cannot process gift certificates in that way, instead I was directed to call to place the order or visit a store. I called the 1800 number for Baby and Child only to be told I had to mail the gift certificate to an address in Tracy, CA. How antiquated is this store!? I won't be asking for a gift certificate for RH in the future. They make it such a hassle to use it and they need to follow the path of other well-known stores (dare, I say Pottery Barn).

When I placed my order for four dining room chairs in November, the order confirmation stated that I would receive expected delivery date shortly but I never did. I called in January and RH representative stated that they were expected in early February.

I called on February 2010 and was told that the expected date of delivery is May. I was also told that they will not guarantee delivery date quotes, which is an understatement. When I asked if my chairs will take a year to be delivered, the representative said no. I asked what she based that statement on and she said she was sorry for any inconvenience. I wish I had read this website before I laid down my deposit. I will never order anything from this company again.

They have my money for months without delivering the product.

I ordered 6 chairs from Restoration Hardware on 11/15. I was quoted 45 to 60 days. We are now going on 80 days and they cant even quote me when I will receive these.

Restoration Hardware mailed out and provided to anyone (including on the internet) a discount coupon for use in their stores and on the online store. The coupon says you "save an additional 10% on marked down items through January 19th, 2010". There is a code provided of RHSAV101 to be used when ordering from catalogs or input when checking out online. The problem is that the code can not be used on "temporary mark downs" or "full priced merchandise".

Basically either something is marked down or full price; there is nothing else! I tried to purchase an item (a dresser which is marked down or on sale) and the code would not work. I contacted the company and was told that they would choose certain items on which the coupon could be used. The entire text/detail of the offer reads as follows:

"Save an additional 10% on previously marked down items through January 19, 2010. Use the code RHSAV01 to redeem your discount when ordering from our catalogs or enter the code at checkout when ordering online. Additional 10% discount excludes temporary mark downs, our Bath Event and full price merchandise. Tax, shipping and surcharges not included in calculating discount. Offer cannot be combined with any other promotions, coupons or offers. May not be used for price adjustments on previous purchases. No cash/credit back. Not valid for gift certificates, monogramming and gift wrap."

I consider this coupon to be a scam to get people to shop without ever extending the advertised discount. On a $1,000 item the discount would be $100--enough to cover the delivery charges.

Ordered a sofa on 9/21. Was told it was to be delivered by end of October. Received a message mid October saying the sofa was backordered until November. I called to follow-up but they offered no explanation because it was backordered and offered no compensation. I received another voicemail message near my new delivery date that the sofa is further delayed until early 2010. I am not sure if I will ever receive the sofa and will shop around until I find a substitute. Worst customer service I have EVER experienced. No follow-up and no communication.

The deliver never came, nor did they ever call. I had to call myself.

Purchased curtains. They didn't work out well so I returned. It took sooooo long to get my money back. I have waited for 10 business days and the still could not confirm that they receive them. The customer service told me that it will take another 7-10 business days to credit to my card. The whole process takes almost the whole month! I'll never purchased anything from this store again. Crate and Barrel has much much better service. I returned on the same day that I did to Restoration Hardware and got credit back within 2 business days.

I placed an order for the grand scale right facing chaise couch and oversized chair and ottoman on May 3rd. I was told the expected ship date was May 11th. I ordered from this company because it stated in the catalog if I chose the "stock" fabric I could receive my order within 1-2 weeks. I am 36 weeks pregnant and just moved into a new home and was looking specifically for furniture I could get in a hurry.

After May 11th came and went I called to only find out that my order had been backordered again until the 18th of May. I complained about the lack of communication and was told that I could cancel my order if I wanted. I explained I did not want to cancel my order as I have already wasted two weeks and asked if she thought I would get my order sent on the 18th. She said she would call me personally on the 18th to update me. The 18th came and went and I received no phone call.

I called back and was told by another agent that my order had AGAIN been backordered to the 25th. I complained AGAIN about the lack of communication and that no restitution had been offered. I was told by the agent she would put in my notes that she would suggest I got a discount but was not allowed to discount until I received the furniture. I thanked her and decided to wait until the 25th.

The 25th came and went and no shipping confirmation or phone call was received. I called back again today (the 27th of May) and was told by yet another agent that my order was AGAIN backordered until the END OF JUNE! I told her how unacceptable this was and how the whole reason I even ordered from this company was because of the promise of EXPRESS delivery if you ordered the stock fabric.

I asked to speak to a supervisor. After being on hold for 10 minutes the agent came back and told me it would be a few more minutes before I could speak to a supervisor. At that point my patience had run out and I told her I would like to cancel the order. I also told her I had an exchange scheduled for the 28th and instead I would like to cancel that and would like to return the brickmaker table as the one I have is dangerous and I don't want it because now I don't want ANYTHING restoration hardware in my home. Without hesitation Shasha said SURE THAT IS NO PROBLEM!

What kind of company are [they] running that customer service department doesn't try and hold on to $7000 worth of business. I can't get over the TERRIBLE customer service Restoration Hardware provides. They make no effort to keep customers and have lost complete perspective as to what makes a company successful. I could have been easily appeased with a phone call and a discount but after three phone calls and no recognition of my frustrations I have been lost as a customer FOREVER.

It actually think they are running a scam. They tell people they can get express service but instead they string you along with no intention of delivering on the dates they say. People waste so much time waiting that it doesn't make sense for them to cancel because they have already wasted so much time to go somewhere else would cost them another 6 weeks. I am just so completely floored by this experience I don't understand how this company is still in business. I have wasted 4 weeks of my time when I am trying to rush to furnish a house before my baby is born.

I purchased four bathroom accessories (i.e. 2 towels bars, towel ring, paper holder). The store does not stock these items and they would be shipped from the warehouse. I paid for these by a check. Appararently, when a purchase is by a check, the customer is actually buying a gift card. The sales person DID NOT TELL ME THAT. I returned these items.

The store told me that when I returned them, I would receive a check from headquarters, because if I paid by a check, I would receive my return by a check. Now they will not return my money with a check. They said because my receipt says gift card. they will issue me a store credit. I DO NOT WANT S STORE credit. This is for $230.00. I want the money. I paid with money and want money in return. Why would I purchase a gift card for myself? Please help. I am out of $230.00

I ordered a bathroom light from a Restoration Hardware store in November, and was told it would be delivered in two weeks. Each time I call to inquire about the light I'm given a new back-order date somewhere in the future. The customer services reps never seem to give any explanation of why the light didn't arrive on the previous back-order date. The latest story I was told is that it is back-ordered to mid-March. I never expect to see this light.

I can't recommend that anyone ever order a product from Restoration Hardware. By something that's in stock in a store if you must, but never, ever, order something, either from within a store or online.

We ordered a monogrammed robe online for my husband's mother for Christmas. When it arrived, it was soiled so we returned it to the store. The store manager told my husband we would get a credit back on our credit card. To make the transaction easier, she told us to repurchase the robe which she would have sent from another store because they could not monogram it UNTIL MAY! I have called three times on this issue because we still haven't received a credit only to find out that according to the store, they already gave us a refund. Of course, this is not accurate at all.

Once I get my refund (and trust me, I will even if I have to go all the way to the Attorney General), I will not shop at Restoration Hardware again. It's always the same old story--way too much hassle and work for the product. You would think in this economy, they would be more concerned about their customers. Since they are not, it will be interesting to see how long they can be a viable business when all I ever see or hear is how bad their service is!

Restoration Hardware, disappointing! Bought a light string candle set. bulbs bad. You had to re-ship another replacement, but I had to jump through hoops with another charge to my account before returning other.

I have been waiting for Restoration Hardware to credit my Visa card for an item I returned on October 2, 2008. After numerous phone calls to customer service where they have assured me that I will see the credit I found out today that they only have one person who issues credits to Visa and she is on vacation. They have the lightfixture I returned and my money for two months now and I don't see when I will actually get the credit issued. I will NEVER shop here again

I have spent thousands of dollars at Restoration Hardware. The three items that were grossly mishandled and still have not been rectified are 2 barstools for my kitchen island, cushions for my Montauk outdoor sofa that don't fit, and other existing Montauk cushions that have disintegrated on the inside.

After many calls and false promises to deliver my barstools at $200+ dollars each, I finally reached a manager who agreed to not only send them when they came in(they were on back-order), but also send me loaner/returned chairs from the Tracy warehouse in time for my son's 2nd birthday party. I never received the loaner chairs; I never received a phone call or e-mail to that effect so that I could make other arrangements; and I never received the back-ordered chairs either. I called and they said they wouldn't even honor the sale price, that the chairs were discontinued(which they were not), and there was nothing they could do for me. I saw the chairs on the web-site at their original price of $500+ that very same day!

I ordered cushions for my Montauk sofa. The customer service representative assured me that they would fit even though they had changed the configuration of the cushions since I had purchased mine from a two cushion back and base to a three. The cushions are on my sofa, they spill over like an adult trying to sit in a children's stroller, and the couch in an embarrassment.

The cushions on my other sofas (I have three total) have completely disintegrated on the inside. They are in a covered area so I just don't understand. They no longer hold their shape and I have to carefully stuff the contents back into the outer casing when I launder them. I have been promised new inserts for my cushions, twice, and they have never arrived.

I am currently trying to figure out what to do with three huge couches. Two with disintegrating cushions and one with cushions that don't fit! Unfortunately, I have two ottomans, the table, and the bar. It's a set so I may have to replace everything to make sure it all goes together. Did I mention that the bar keeps coming apart even though we're not moving it around? As of right now, I would like to see if they will make this right. I'm just not sure that they can or will.

Here is a copy of the most recent e-mail I sent this company: Here I was feeling a little better about Restoration Hardware. My third delivered item was not damaged. I got a credit or a discount (not quite equal to the current sale price but at least something for my time waiting home for deliveries). And I even received a gift certificate for $250.

I actually (silly me) tried to use the gift certificate. Low and behold it is NOT REALLY exactly a direct gift certificate (REMIND ME TO NEVER GIVE ANYONE A GIFT OF A GIFT CERTIFICATE FROM YOUR COMPANY UNLESS THEY ARE MY ENEMY..HOW HUMILIATING WOULD THAT BE). BECAUSE I have to charge $250 to my card and wait for the company to reimburse me/credit my card!!!!!!!!!!!!!!!!!!!!!!!!

WELL THIS IS SOMETHING THAT REALLY DOES WARRANT POSTING ON THE INTERNET.

Can you possibly help me place an order with the gift certificate you gave me Devin, without my having to charge $250 on my debit credit Visa and wait to be reimbursed?

Please let me know. Millions of Internet surfers are waiting to hear your response.

Just an insulting arrogant company who treats customers like they think we're stupid.

We ordered $9000 worth of furniture 12/31/07 and have received most of it 4 weeks later. While we are very happy with the quality and style, we have had no end of problems dealing with customer service. Our main issue was with the bed. It arrived at the delivery site with no slats, where it sat for week with no one informing us. (I'll bypass the issues we had with the delivery service get our sofas out to us in a timely manner).

When I called Restoration Hardware, no one seemed to know whether it required slats or not, and in fact we got contradictory answers. It took multiple phone calls (and several hours) to sort it out. When they concluded it needed slats but they were not available, they ordered a second bed. We finally got action, thanks to one of the better supervisors, and after threatening to return all of the furniture if our problem wasn't dealt with in 24 hours.

Three days later we got a call from the delivery service saying they had the slats and two days later they delivered. Obviously there is a complete disconnect between the order center, the warehouse and the delivery service!

Our second problem happened when we changed our minds about the dressers and placed a second order for a different set, which had become available since I first placed the order. We decided it would be simplest to cancel the new order and keep the original dressers. this proved to be WAY too difficult of a transaction for them to manage. they canceled the new order, refunded my money, then sent the dressers two weeks later, after billing my card a second time for $3400. It has been a nightmare trying to get the refund. On the first try, they refunded me $243, which bears no resemblance to any item I have ever ordered from them.

That said, we do love the furniture and got a good price. What I would recommend to other consumers is that you call RH on an almost daily basis to check to status of your order, and that you ask to speak to a supervisor. The people who answer the phone have absolutely NO clue! I still need dining room furniture but there is no way I would put myself through another month of dealing with these people.

I returned the item, but others are victims of this fraud.

I ordered belgian linen handkerchief drapes for my dining room from Restoration Hardware. Because of their low inventory of these items, I purchased three at their store in Greenwich, CT, one from their MA outlet and one four from their outlet in Wisconsin. All arrived in identical packaging and all were labeled with their standard length of 84. I sent the first five to the cleaners to be pressed. They inadvertantly dry cleaned them but according to the care label on the drape. When the last three arrived I made sure they were only pressed by the cleaner.

When I went to hang them all I realized that on average each panel is about 5 inches short but they are all approximately 50 inches wide as they are advertised to be. I have complained to each of the stores and have also put in two calls to corporate headquarters which have never been returned. All I am told is that since these items were on sale all sales are final and I cannot get my money back. In addition they blame the dry cleaner for ruining these. I have argued to the managers at each of these stores that I received defective merchandise and should get a refund. In addition, the dry cleaner is a very reputable cleaner and cleaned the first set according to the label and only pressed the second set yet all eight are well below the labeled length yet measure the labeled width.

I have spent several hundred dollars on these drapes and cannot use them and Restoration Hardware is taking no responsibility for selling defective, mislabeled merchandise.

Placed an order for a bed skirt from sale catalog in Febuary. Bed skirt was on back order, company informed it would not be long before shipment comes in. Finally in March received a card notifying they needed additional information before they could ship. I called the number listed and they verified my address, told me it did not match my address on my credit card statement. After three call later they informed me the shipment was cancelled and I would have to re-order and no longer would get the sale price. I had verified with American Express their was nothing wrong with the charge and my address had matched Restoration Hardware. My friend had warned me they have terrible service, but now I get to experience it myself.

I could take up this entire space describing how horribly I was treated by Restoration Hardware Online Customer Service Department. On Dec 5th I ordered a bed and was told by three RH Representatives that I could use a promotional coupon I had received from a local RH store. On December 24th, I contacted RH about my order and was told that the bed was no longer available. They said that they had contacted me (which they had not). I called again Monday Dec 26th and asked to order bed and was told that they had 31 in one warehouse and another 27 in another warehouse available.

When I asked if I could order bed with my original confirmed price I was told that the bed was not available. When I mentioned that I had just spoken with someone who confirmed that multiple beds were in fact in stock and that I wanted to speak to a manager I was told that I would receive a call in 48 hours. It is now Jan 5th and I am still waiting for that call. I finally did receive notice that my orignal order was cancelled in a letter post marked Dec 28th. They lied to me. They had the product but did not want to sell it to me at a discounted price.

Since I received no help or apologies from Customer Service Staff I gave up and ordered a bed from another company. I do not give business to companies who lie to their customers. Thank you RH for ruining Christmas. I would suggest that you put your customers above your profit margin.

I purchased a grand scale roll arm sofa chaise from Restoration Hardware for over $4,000. At the point of purchase, I was told my wait would be 2 weeks.

After one week I was told they had a couch and needed me to be home so they could deliver. I was extremely excited and took leave from work for our scheduled appointment. When Restoration Hardware arrived at my home to deliver the couch - it wasn't the right model.

I contacted the store they said that the couch I wanted was now a special order and it would take 3 months to get my new couch! I was upset that I wouldn't have a couch for so long but said I was still interested if they could provide a loaner couch.

Three phone calls to various rude and unfriendly departments I finally canceled my order.

3 weeks later I received a phone call from the Restoration Hardware delivery warehouse. They had a 'loaner' couch to deliver and wanted me to be home again. Apparently someone did end up ordering a couch for me even though I was told it was impossible. And apparently after I cancelled my order no one communicated with the warehouse.

The logistics from purchising my couch to actually having it were an absolute nightmare. I couldn't believe I was spending $4,000 on a product I'd have to wait 3 months for and they were still treating me like crap! They didn't even care that I cancelled my order- How are these people ever going to stay in business?