Complain about a product or service

Restoration Hardware

Gade of Centennial, CO October 21, 2009

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.

krista of Rumson, ID May 29, 2009

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.

Donna of Palatine, IL March 25, 2009

Donna of Palatine IL (03/25/09)
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

Susan of Arlington, MA December 22, 2008

Susan of Arlington MA (12/22/08)
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.

Nancy of Montclair, NJ December 3, 2008

Nancy of Montclair NJ (12/03/08)
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

Laura of Madison, WI February 2, 2008

Laura of Madison WI (02/02/08)
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.

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