Restoration Hardware Reviews

A few years ago we purchased the St. James dining table, and immediately had issues upon delivery. One of the leaf inserts had damage on it, however customer service sent someone to touch it up. The service person left a stain pen for any future issues. Shortly thereafter, similar damage began appearing on the main tabletop, which has only gotten worse and worse. I’ve tried touching it up, but not only does the stain color not match the original, but the damaged sections are so large it’s impossible to cover. I have never used any harsh chemical or abrasive cleaner on this table. The care instructions said to use a damp cloth and that’s what we use.

I know that people who are unhappy tend to write reviews, but I'm amazed when I see negative reviews for Restoration Hardware. Not only are their products superlative, but our experience with their customer service is almost not to be believed, it was so good. We bought a sofa, and we love it. But, what we didn't really pay attention to was the taco effect of the fabric we chose. For months since we bought it, RH at U Village in Seattle has been helping us to determine how to handle it. I'm frankly blown away with the over the top concern and efforts they have made to make it right for us. And they did. I won't go into the details, but frankly, if I was on the other side of me, I would have told me to shut up and sit down. They instead treated us like royalty. I can't over emphasize how happy this company has made us, and what loyal customers we are now as a result.

I don't know why I keep going back to Restoration Hardware, it is psychological. I keep expecting good results and almost always end up with poor quality product. I purchased 3 bathroom vanities and one came with stain issues, almost like they forgot to stain one drawer. I unfortunately did not noticed because my general contractor took the order. I called to complain and was told this was my fault, I should have checked at delivery. I gave them this one. I have since ordered a kitchen table, it is currently one month old and nearly half the stain is rubbed off. I ordered the world famous cloud couch in leather and the back is pushing out in three different areas where we sit. It is almost like it has no proper back support.

Recently purchased the Maxwell edition couch with a side chase. Although the couch is comfortable, and will probably be more so after some breaking in, the chase is horribly short and basically useless unless you are less than 5’ tall.

I purchased the Arles rectangular dining room table with two leaves in oak gray. A guest accidentally caused some damage to the paint by placing his laptop over it on a cloth mat and the heat melted the paint. I was furious because that is telling of the quality of the paint. I have a less costly table in my family room where we even do arts and crafts on it and it’s in mint condition. I called RH hoping they could offer some solution or assistance in helping me fix the damage. It only needs to be resurfaced, the area is about a 3 inch diameter. But who? Where? What paint? They did not care. I just could not believe that their customer service would be so awful and unhelpful. I’m done buying from them, so much for their annual membership, they could at least reveal the paint color or finish I need to purchase to have it resurfaced.

I purchased fabric by the yard based on a fabric swatch I ordered from the website. I didn't check the color closely when my fabric arrived and dropped it off at an upholsterer to have some chairs recovered. When my newly upholstered chairs were delivered, I noticed the "carbon" vintage velvet fabric that was dark gray on my swatch looked blue on my chairs. I got another swatch of the same material to see which color was most correct, and the new swatch was a light gray this time.

Rude and arrogant staff. I dealt with Amy ** who I found to be condescending and rude. Once she saw that we were merely spending $2000 she turned off like a light switch. She gave us a quote but never returned our calls or emails. I drove to the store to see her sitting and talking to coworkers. We still count get any of the snobby staff to wait on us. I guess if I wore a tuxedo they might have noticed me. Pottery Barn was happy to help us so we purchased there.

I bought a sofa from RH 2 years ago. The cost was 4k. I tried this sofa in the showroom several times before I decided to buy it. I also bought it because it was attractive and comfortable. I had some concerns that it could lose support with time the way it's built but the salesperson assured me that it won't happen with time.. Right after the new sofa was delivered I sat on it and I realized that it felt different than on a sofa I tried in the showroom. The showroom sofa felt much more comfortable and supportive. By the way, I only weigh 128 lbs, yet my butt sinks into the cushions a lot. I can't tell you how my mom felt. She is a bit bigger than me and she completely avoids sitting on it, so are my parents-in-law...

We ordered the Laguna Bed and Laguna Large Dresser for our son. Nothing here seems to be made of real wood anymore. The bed and the dresser we made of some type of fake wood and glue and paint to make it look like wood. The smell, oh the smell! I can't put into words how strong and toxic the smell was. With the windows open, it enveloped the room. My wife and I have headaches and felt sick being around the furniture. Even after leaving the room, my headache did not cease.

Beautiful store and furniture in the showroom. We furnished our living room, dining room and master bedroom with their products, at great expense. Delivery time was quite delayed and the pieces do not seem to be at all at the same level of quality as the showroom furniture. Colors have faded/ changed; grey has become an awful green. Finish on the wood is flaking and quickly deteriorating. Quite disappointing for us; we complained and were insulted when they send a tiny vial of paint to touch up the flaking areas. I’ve since been told by those in the design trade that RH uses different manufacturers for their display pieces than for what they actually send to customers. Will never buy from them again.

Purchased 2 Library Leather chairs and ottomans for new condo in 2013. Within 2 years, leather started cracking on arms and seat. Restoration Hardware offered no assistance, except offering to sell us a replacement cushion.

Purchased a Lancaster Veneto Leather sofa and within days started showing unsightly spots. We are clean meticulous people. Even a water droplet creates a stain that cannot be removed. We chose the suede leather because it resisted cat scratches which is true but had no idea it would stain so incredibly easily. We now we have blankets over the furniture daily for protection but they look terrible. After over $5K we cannot even enjoy them. I begged my husband for years for a beautiful new sofa and now this. I’m heartbroken. Contacted store and they offered no help but a company to call for cleaning. What’s the point? It will happen again if they are left uncovered. You’d think for that money they would want us happy.

Restoration Hardware used to be known for their quality and customer service. Not any more. In the last few months, I've ordered two items that have not lived up to my expectations. The first was a fan that was not the quality that I had expected from them but it works ok. I found the exact same fan later on the internet that was half the price and free shipping. Resto does not have free shipping. The second was a rug that within two months had started to come apart. It is a traditional oriental rug.

I recently remodeled a room in my home and purchased several items from Restoration Hardware. I had two main issues that were handled poorly by them. The first was a lamp that was ordered with a delivery date of 1 month after I placed my order. A few days before the lamp was scheduled to arrive, I received a notice that there was a 7 month delay! When I called to discuss the issue, they could not supply a reason why this occurred nor did they offer anything to compensate. It appears they are selling items they don't even have.

We’ve used RH for many rooms...we like the style and we like their design branch yet without fail, with each purchase there has always been an issue with the furniture requiring replacement and/or repair. The latest and now for us the final RH purchase was a sofa and 2 swivel chairs. The purchase was custom made. With covid there has been no home entertaining and the swivel chair item has not been used as we use the TV/family room instead.

Do not shop here! They are the "Xfinity" of furniture stores. After several backorders on a VERY expensive sectional sofa that they GUARANTEED was going to get to me by early July, it continues being back-ordered, and they switched vendors. When I was concerned about whether the quality would be the same, the manager (Mark) condescendingly told me that "well they haven't had any complaints", but insisted that if I wasn't satisfied with the quality I had no recourse.

I bought a rug from Restoration in March of 2020. Within a few months, it started to fall apart. I've exchanged 5 or 6 emails with customer service folks who insist on telling me that my issues are not defects. So, I guess what they are saying is, "the $1000+ item we sold you is a piece of rubbish, but it's exactly the rubbish we promised you it would be. Of course, we won't stand by our product." Isn't poor quality a defect? I expected more from a seller like RH, and got less. Don't shop here. Ever.

3 summers ago we ordered a RH dining table. French Farmhouse rectangular table with extension in grey. By the time we received it we were almost ready to leave this home (summer home) for our other home. We spent just under $3000. By the next summer (2019) it was clearly losing some of its top layer. There were spots on the edges that snagged knit clothing. I contacted RH with photos. I was told it was “the nature” of the veneer and that I could purchase a refinishing kit. Seriously? This is a home with adults and the table is always used with placemats. By this summer (2020) the table is just getting worse. It looks like junk. Over the years we’ve spent a LOT of $ at RH. Never again.

RH wouldn't replace 1 of 5 chairs that delaminated and stated that we probably "snagged" the chair (which has a rough sharp edge that snags if you sit on it and lean back). Exact RH quote: "Since this is not a widespread issue among the other chairs you purchased it is not considered a manufacture defect and we are unable to offer an exchange for a new chair." Terrible customer service and will not purchase from RH again.

I bought two items, and one was damaged so we sent it back. Somehow, there was an issue with UPS, where the item was not properly scanned, and Restoration Hardware would not refund me or give me an exchange for a $500 item. As the customer, it's not my fault!!!! We spent about $2000 with additional projects underway - and I will return any items I bought from there and I will no longer be a patron there. Additionally, I will inform all my family and friends to not shop there and continue to speak poorly of Restoration Hardware for the most frustrating, disappointing customer experience.

BEWARE! I purchased the St James trestle dining table and chairs - and they are UNSANDED. Your clothes SNAG on them and you can't dust them with a rag. I think even a paint brush would snag on them. The top of the table is "distressed" but sanded smooth - which is what I expected. The console top is smooth, but the fronts are UNSANDED. The dust cloth can hang on the front on the snags. I am so annoyed about this - I want to return all. Love the distressed finished. The customer service has been superb in regard to delivery - we are under construction and had to changed the date numerous times - sometimes even days before. We have 13' ceilings - and they list 102" as an option for the hutches. However, when we went to place the actually order - after the fact (ordered the table long before) Only 1 finish comes in that size. Now we have to settle for the 91" which is 9" lower than our cabinets and door frames. Very disappointed.

My wife and I have shopped at Restoration Hardware for years and have always had some issue but love the style so we remained loyal customers.... We had talked to the salesman in length about how we were wanting a fabric that was as clean and healthy as possible as my wife has allergies and she researched and found linen to be one of the best... So when we talked with the salesperson they showed us the sofas and chairs and we fell in love with the white sofas on their showroom floor..

2 items...I bought them 6 years ago.. They replaced both of them. I sent pictures, the representatives on the phone were so kind and beyond helpful. I love the company! I have many things from them and they honor their products.

The store assistant was very helpful, I found a style that I liked, with dimensions that worked. I should have been more cautious when the fabric I liked in the swatch book was no longer available, but I found another that looked good and placed the order. 3 months later, the $4,800 couch I ordered arrived, I was disappointed the moment I saw it. The quality of the fabric was terrible, there were flaws in the grey weave that made white threads stand out. Not at all like the swatch. The texture of the fabric was rougher than the swatch. The legs on the couch were the roughest legs I have ever seen, far coarser than those at a local hardware store. To my further dismay, there is so little support in the seat of the couch my butt sinks too deep into it and it's uncomfortable. I don't recall the couch in the showroom feeling this soft.

I ordered a couch from RH in 2007, the 96" ORIGINAL LANCASTER UPHOLSTERED SOFA in 2013. When it first arrived, I noticed that the seat cushions protruded from the sofa frame by quite a bit, about 2 inches. I called the store and was told that that's the way the couches are made (I wouldn't have bought it if that's the way it presented in the store). A few years later, in 2017, I was in their store browsing and noticed that none of their couches' seat cushions protrude in that manner so I approached one of the salespeople and told him about my couch. He told me to send him pictures and he will take a look, which I did and after a few email exchanges with him, he said he was going to send the complaint to corporate customer service. I never heard back from him or customer service.

We bought a set of four chairs in 2012. A few days ago, one chair broke and we called the company to ask if it was possible to fix the chair. They just shipped us for free four new chairs. That's what I call good customer service.

I ordered a grey oak coffee table with pewter hardware. It came after 2 cancellations and over SIX MONTHS LATER It arrived in fine shape, nice quality BUT the color is SO DARK. It's not like the picture at all. I have initiated a return and will order/exchange for the waxed oak with pewter and hope for the best as far as the color goes. It really won't be what I want. I have a home near the beach and I thought that grey oak was the perfect choice to match my existing wood surfaces. Now I have to compromise. Just totally frustrating and inconvenienced and this will be my last purchase from this company.

So we purchased several items including two side boards, large coffee table, couch, chairs and end tables. Quality of the side boards are terrible, doors do not line up and shut, couch fabric is stretching out, the recalled oak coffee table had damage upon delivery that hasn’t been resolved and the list goes on. I would never buy anything from this company again. This stuff looks great and the showroom is exciting to visit and it is easy to fall I love with this furniture, but it’s poor quality and we are very disappointed.

The worst customer service and strong arm tactics when trying to return item that was ruined when delivered after waiting 12 weeks. After seven weeks of phone calls and emails and arguing with their staff both in the Grand store and corporate headquarters they agreed to replace the furniture and now management will not honor the exchange. Horrible company. Please don't ever shop there. Overpriced For crap quality and unethical customer service.

We recently discovered, when we moved, that our Restoration Hardware St James bed was missing half the screws holding the frame together. The company's response was that since it was several years since the purchase and we had signed off as it being complete at time of assembly, they would not send out anyone to fix it. They sent more hardware, which is better than nothing but not what we expected given that we had paid for white glove delivery including assembly. Conclusion: great product, inadequate assembly and customer service response.

Restoration Hardware should close its doors forever because they are nothing but stealers. They play with you, don’t follow up, you are just a number and when you pay, you are completely disregard. They would call you non stop if you miss 2 cents but they won’t comply with their services. Nobody cares, you will spend hours and hours to get someone to do something for you, you’ll have to tell your story a hundred times over and over. You won’t receive your order, or maybe several months later, and you’ll be disappointed with quality. The worst store ever! It was not like this several years ago, customer service; inexistent. You already live under too much stress, don’t pay to have more stress like this!!!! Dr. SM

I ordered two towels from RH on Cyber Monday. Their idea of a Cyber Monday sale was $2 off per towel. Not only that, the towels didn't arrive by Christmas, nor by the promised delivery time of 1/3. When I wrote to customer service, their response from three different people was "we're sorry but too bad." Absolutely not worth shopping here, especially for the price.

Modern wall mount hand held shower and modern lever handle gooseneck faucets in aged brass are getting black spots. The black spots are peeling off. The shower hose has turned an ugly color of greenish white.

I bought a rug and spent over $6500. When I tried to clean off one spot the water ruined the rug in that area. Over the past 3 years the rug now has bleached out spots, brown stained spots and looks like a disaster. No product can be used on it! Expert carpet cleaners told me that viscose rugs are garbage and that RH has nerve selling it for astronomical prices. They said it is not cleanable at all even by taking it to a cleaning facility. Customer service at the store in Greenwich is terrible. They are stubborn, dismissive and mix up orders constantly. Ordering online is frustrating. They are backordered in so many products. The look is great but they expanded too rapidly and can not meet demand. I have over $30,000 of their merchandise and you would think that I would be treated with respect and good customer service at the Greenwich store. They even charged me $40 to bring home a swatch of carpet to replace the rug that is destroyed!

About 1 year ago I spent over $10,000 on various items from Restoration Hardware. I worked with a representative in the store to pick out pieces and plan a layout for my home. Initially I was happy with the service I received. After that there were many issues and RH customer service did not meet my expectations.

Purchased over $18K in furniture (couch, cocktail table and small dining table and four chairs) and sat down with design rep. She agreed once furniture arrived she would come out and help with paint colors and accessories. When we stopped by afterwards she was busy or had excuse and cancelled two appointments. Couch with chaise arrived and was defective-almost 2 1/2 inch gap between couch and chaise and chaise had seam half-way down cushion. We waited almost 3 months for sofa and although they replaced no one called to apologize. Honestly, their furniture is not worth the extra price and they blow smoke up your a!! to let you think you matter and you really do not. Look elsewhere, Overpriced and full of themselves.

I purchased 2 linen sofas, a dining table and chairs 3 years ago. The sofa cushions were broken down and shapeless after less than one year even though we probably only sit on it a couple of times per week. Not worth the money at all.

Unique products and large variety of accessories. Good place for furniture components and hardware. Like the selection of miscellaneous parts and furniture are nice selection from modern to retro motiff. I do like the store because I always find something different from the other places. The store staff are very helpful and I wish there were more store in the area. One I go to is in Short Hills Mall, a bit far from my home. But the online store is well built and easy to navigate. I can always look in website prior to heading to the store. Have not purchased anything from the website because it does not offer free shipping.

This store on surface is good, but it's not made well at all. We want nice quality furniture and we are given no choice. So in short it looks good but does not hold up. Also this company is very overpriced.

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 figured out how to adjust the brightness! Now I’m more satisfied with my purchase.

I spent thousands of dollars purchasing a sofa, loveseat and ottoman in the Belgium linen with down cushions. The first order had to be returned because of fabric quality and because the sofa squeaked like an antique piece. The second order had to be returned because of another squeaky sofa. I would have just cancelled the order at this point, but "custom" orders cannot be returned.

i have purchased bath towels from RH. They are very soft but expensive. Many of the hand towels have become discolored. I called and they claim certain chemicals could cause the towels to discolor. Not sure why my towels have become discolored. I use regular hand soap.

I purchased a tufted Kensington sofa several years ago. I have had nothing but problems with this sofa since it was shipped. The cushions droop and the leather doesn't match the frame well. They are down filled. I have called them about the situation. They shipped a new set of cushions and the same problem. I specifically asked them not to ship the down fill again but they did. Since then they have been completely unhelpful to the point of being rude. I just want non-down filled cushions that don't droop for the sofa. Why is that so hard?

I purchased the St James nightstands in antiqued grey oak. The material looks like plastic, the tops are uneven causing lamps tip over, and the key in the top drawer makes opening the drawers a hassle. Getting customer service to respond to a request to return has been challenging. The Cloud sofa was an absolute nightmare. Even if you don't mind fluffing all of your cushions daily, the base of the sofa quickly deteriorated (despite rarely being used and nobody weighing over 160 pounds sitting on it).

We purchased the 1930's French Farmhouse extension table. This table required us to pay an outrageous delivery service. This was delivered on 9/27/2018. We just moved from SC to Idaho and when we had table disassembled for the move we discovered cracks in the legs. We immediately called RH to have this poor quality table picked up. We spoke with customer service and was informed that because we "moved and they could not verify how the table was moved they would not replace or refund". This is the poorest quality of furniture and we will be pursuing this matter further. DO NOT BUY FROM THIS STORE EVER! They are essentially stating if you move our furniture will crack or be damaged and we will not stand behind the product.

After purchasing outdoor furniture, the wicker came undone within a week. The couch was back ordered for 6 months for a replacement. The replacement delivery was fumbled as they called the wrong phone number! RH staff who attempted resolution was unhelpful and said they would offer a $500 credit on a $10,000 order. Her and an associate insisted that they were being more than fair and got off the phone as quickly as possible.

I bought expensive Linen bed sheets - Stonewashed Belgium linen, Both of my fitted sheets began shredding after 2 years. These sheets were over $300.00 a SET!! I sent pictures and what I got is that they expect them to only last 1 YEAR! These are some of the most expensive sheets on the market and have the shortest warranty. I was told basically sorry, you can buy a new set no offer of replacing sheets at a discount or anything. I can go to many other online retailers and buy similar if not better linen sheets at a lower cost and have 3-5 year minimum warranty. DO NOT BUY BED LINENS FROM Restoration Hardware.

I purchased a sofa in linen, grey slipcovers with down stuffed seating, back and side pillows. Please do not buy this sofa. RH should have something to replace these cushions because they are flat and sagging and it was top of the line. I have not called customer service as I know that they will most likely say it is part of the normal wear. I would have to disagree as quality furniture tends to hold up. I think their marketing and looks are good, but true design from a functional standpoint and quality is not there in the purchases I have made, especially with this sofa. I've had discussions about the brand with other professionals at work and we have converged on agreement here.

RODENT INFESTATION!!!! It took me a couple of days to think about how I wanted to summarize my experience. All I could come up with is Horrific! On Saturday, 9/28th, I received my second delivery of the same item (a sofa) damaged for the second time in a row. The sofa arrived fully boxed up in its original packaging filled with rodent feces. The sofa was stained throughout. Inside the cushions were rodent droppings. It was so alarming and incredibly sickening to have an infested product be delivered to my home.

I’ve had such an exhausting and disappointing experience with this company, it’s hard to articulate it all through writing. Basically the furniture I ordered turns out to be poorly made (broken curtain brackets, drawers of dresser wobbly, rollers on office chair don’t roll, etc) and customer service has wasted so much of my time making mistakes and running in circles that I can’t even bother to communicate my grievances with them. They don’t return phone calls as promised or follow up when the merchandise they’ve sent had malfunctioned. I think their furniture is mass manufactured outside of the US and while attractive, also dysfunctional. Lastly, it’s so hard to get the things you order because it’s not carried in their high galleries and customer service is not helpful. Don’t spend money, time or energy with RH, it’s all a show.

It’s too bad that they don’t have info on the gsm weight of this linen, but my estimation is it’s probably around 125-130gsm. Super lightweight and soft and just keeps getting softer and softer, like sleeping on cloud. The softest linen I’ve ever felt, even softer than cotton as it’s so fluffy!! The weave is VERY fine, MINIMAL lint, and high white shine. The duvet cover is made in Italy, woven from Italian mills. I’ve sampled many linen over the years and this linen truly is one of the best that you can’t find anywhere else. Workmanship is great as well. RH has non made in China good stuff. You just have to look for them, and I purchased mine on eBay for less than half of retail price, brand new. VERY happy!!

Where to start. Ordered over $50,000 worth of furniture from RH. The deliveries were not all at once because items were arriving at different times. The day my large marble top table was supposed to be delivered the crew showed up and said, "The table is really heavy - 700 lbs. and we can't move it in. We're taking it back to the warehouse or we can put it in your garage and you can schedule another delivery." They said I would hear back that day to reschedule. 2 days later still nothing so I called and they said they would be there the next day. SAME THING HAPPENED the next day - 2 drivers, said "we'll be back," never heard from them.

Purchased the "Professor's Chair" from Restoration Hardware in brown leather with nai heads. The chair that finally arrived with white glove service looked nothing like in the photo. The leather was bunched wherever there were nailheads, the seat cushion didn't properly fit in the seating area, and the leather was literally folding in pleats on the front of the seatback. Unbelievable. I took the chair anyway b/c I needed it - had out of town visitors arriving. Was mortified and later gave it to my daughter who is in college. This is what happens when everything is made by slave labor in China. Live and learn.

I received a gift card for $500 from my parents as a birthday present following a recent relocation. I logged onto the website to discover that the price of common items sold from this company is simply unreasonable, not to mention the shipping prices for consumers living 250+ miles from a RH store. I'm not paying 7K for a couch and THEN paying an extra $500 dollars just to ship it. I've now called the company on three separate occasions and continue to find that the money placed on a gift card is non-refundable! I feel like I'm being held hostage. The only option for me now is to buy linens which are the only items that do not incur the $500 shipping fee to my location. It's safe to say I now loathe this company and will happily use any venue I can to discourage people from using them. This is bad business.

Karen (biggest fool of all) spent 27k at RH?! Several other rubes pay full blown retail, at RH?! No wonder you all are pissed off about not having quality and look commensurate with the price. Our house is gorgeously decorated with select RH prices including a 12k sectional couch we purchased for $1,700, amazing lighting we got at 75% off, club chairs for $200 for the pair, 5k rug for $750, impressive giant cabinet retailed for $4,400 we bought for around $750, bathroom vanities originally 5k each for less than $1,500 each. My god we have the most luxurious RH towels that cost the same as Target towels! Literally the only thing we paid even close to retail was a 10ft Maxwell destroyed leather couch which our RH membership discount, plus a sale knocked off 3k from the 7,700k price making it totally affordable.

We spent $27k at this store on a leather cloud sectional, dining table, chairs and coffee table. I was excited to receive the reclaimed oak rectangular concrete pier table. However, upon delivery, there was a 1/8" ledge/lip between one plank and the next on half the length of the table which made the table non-functional. Stemware would fall if set down across this ridge. Not to mention that it was unattractive and hurt your hand if you slid it across this area.

We shopped RH to furnish a new home. We purchased a suite of office furniture, sofa console, rug, coffee table, two floor lamps, two task lamps and a huge sectional. Here is the run down... We returned 50% of the furniture due to defects, backordering and poor workmanship. The sectional is garbage with very thin cushions that completely sag like a 20 yr old mattress (this happened immediately, after 1 week of use). Do not buy RH furniture, marked up garbage.

Today I sent a message through Restoration Hardware's website directly to customer service to confirm that this item is not available for purchase, since days after my initial inquiry I still could not believe what I was told by their customer service via phone. Their response was to apologize for the miscommunication and that in-fact the hardware was available for purchase. I placed an order for the item and have my fingers crossed that it is what I need.

I walked into RH at Yorkdale shopping mall and thought I was in the wrong place. No where on the building or doors said RH, let alone Restoration Hardware. It just said Gallery and the hours they are open. I walked in and there was a huge bar set up and people lounging and drinking everywhere. No one looked like they were employees. I really thought it was an art gallery or some kind of event. I had to go back inside the mall to ask where Restoration Hardware was, only to be told that I was in fact in the right place. No one looked at me or tried to help me. I was there for a half an hour. I guess they didn’t want my business. I ended up going to Crate and Barrel and bought my new bedroom set there. I would be really surprised if they can sell anything to anyone.

I ordered a crib for my best friend who is expecting. They called us back in May 2019 stating that the crib was ready for delivery, and that it could be set up to be delivered at any time. We spoke with someone and related that the nursery was under construction and we would need it delivered in mid-June. Restoration Hardware had no problem with this, and said that they could deliver it when we needed it. We chose a date of 6/19/19, and they scheduled it. This morning I saw that my credit card was officially charged and figured this meant the delivery was a go, until my pregnant best friend called me crying. Apparently they never set up a confirmation of delivery with her, so she called to find out a time frame they would be delivering between. This was when she was informed that there was a problem and they would not be able to deliver to her for another two to three weeks.

I spent thousands of dollars on a new bed that came with a horrible odour free of charge. RH and Ryan ** are aware of this and yet there is no warning!! Imagine.... it's 4 weeks later and it still stinks and i can't sleep. They will refund my money and I have to wait 6 weeks for a new BED. If they had mentioned this at the start I would've shopped elsewhere. RH has horrible sales tactics and is not transparent.

I purchased outdoor sectional, 2 couches and 2 lounge chairs, coffee table and fire pit. The fabric fades as well (as the coffee table) and turned discolored within 24 months. When I bought it out of the west Hollywood store, the salesperson assured me how that will not happen to the fabric. Even worse, customer service is terrible. Beyond not calling me back, not emailing me back without me going to the store and telling the sales person, who intervened and got them to be responsive. But finally say "not a defect from manufacturer".

I ordered a large cabinet that was in stock and available for immediate delivery. No one contacted me about scheduling the delivery so after 4 days I called RH and another week out was the earliest I could get the piece. They asked when I scheduled about stairs and I informed the scheduling people that it had to go up 2 flights of stairs. When it arrived the delivery guys said they could not take anything that heavy upstairs and I would have to reschedule with a 4 man team. RH knew there were stairs and how heavy the piece was yet they booked 2 men. The delivery guy said RH would call me - they didn't.

The company insists on sending us their 700 page catalogue with a mention in small font that they "promote responsible forest management," which is a significant misrepresentation. They have sent us this catalogue for years, wasting hundreds of pounds of paper, despite our requests to the contrary. This is a poor reflection on their business practices.

Restoration Hardware hires out to poor quality delivery services. The 'white glove' delivery service which I was FORCED to purchase for $499 for the delivery of my bed was absolutely awful. #1. They were supposed to call the night before to set up the delivery time and they never did. So I called Restoration Hardware at 9:00 pm at night to ask when my bed would be delivered and was told that the delivery company called me....to tell me that it would be delivered the next day between 10:30 am and 12:30 pm. I said that there was no call, no voice mail, no nothing and was told that I must be mistaken...

I purchased a outdoor fire pit for $3,081.25. It is now peeling and the fiberglass is crumbling. RH sent me to the manufacturer in China... No response. RH will not take any responsibility for their product. No assistance at all! There is no customer service at RH!

I purchased six full sets of expensive linen sheets, including duvet covers, for my higher end Airbnb. Within one year of using them, and carefully caring for them, I had two incidents where there were large areas of discoloration on the pillowcases. I noticed this in both cases right after the guests checked out, and before washing them. After the first incident, I took the pillowcase to my dry cleaner and he confirmed that the areas were discolored, and not stained. He believes a product such as a face lotion or a hair product caused the discoloration of the fabric.

Please be aware that Restoration Hardware uses harmful chemicals in their overseas factories. Their upholstery and woodwork is not eco friendly. They don't use water based wood stains and finishes. I ordered a Maxwell leather sofa a few years ago and it has been off-gassing since I received it. Customer service refuses to list the ingredients in the foam and tell me more about how the sofa is made. They say it is proprietary but I really think they are just covering up a manufacturing process that they don't want to share with the public. If you have young children, I urge you not to use RH products.

Shockingly poor quality. I’ve ordered a few items over the years from RH. A side chair that sat in my living room in the corner, unused for the most part. One day my 100 lb son sat down on it and the leg snapped and he and the chair fell to the floor. According to RH, this isn’t a manufacturing defect. Ok. Another time recently I bought an entire set of RH luxury towels in French blue. The color immediately began to run and the fabric pulled. I emailed and was able to exchange them, assuming it was a defect with that batch because RH towels are often rated so highly (must be reviews for their initial feel which is admittedly heavy and absorbent).

We did a outdoor balcony in Southern Ca and our interior designer recommended RH for the furniture. We received the delivery in December 2018. By the beginning of March we called RH to report that all the furniture was splitting, cracking and paint was chipping off. The furniture was supposed to be real which is usually very durable.

We bought a $4,000 Russian reclaimed wood table from RH Toronto. Now, just 5 months later the table is starting to cave in. The table top looks like a hammock!!! The legs are pointing outwards with as much as a 1 cm difference from top to bottom. Talked to RH and the said that it is natural because it's old wood. Well I am a designer and I know enough to know that NEW wood behaves like this. Old high quality wood does not move to this extent. Makes me want to question if RH actually is using this Russian old oak that they claim to be using or is it new poor quality Chinese wood??? Just wondering?

Bought a baby crib $2200. When we tightened the bolt to secure the frame it popped the veneer on the other side exposing the pressed cardboard. I can’t believe they can charge 2200 for something made of pressed cardboard. Because we bought it at their outlet they refused to take it back or send me a replacement. I would not recommend purchasing furniture at Restoration because it is definitely not of good quality and they do not stand behind their products.

Where to begin. I purchased this item back on 1/21/19. It’s 1/21/19 and 3rd piece just as damaged as the first. Was told since it’s three tries maybe I would want something else instead. No one is being held accountable, the quality of work is just horrible and disappointing. We paid over $2000, the item looks like a kid painted and then refixed. Can never get anyone on the phone when you call and you have to wait until they are ready to call you back. It’s been a nightmare. If I had read these reviews prior there is no way in hell I would be purchasing from this cheap quality store.

My Channel Stitch Cotton Voile Coverlet & Shams Graphite King/Cal King Coverlet cost over $400 on huge New Year's White Sale. I washed it in lukewarm water and low dry and it shrank so much, it no longer fits a king bed. RH refuses to take it back. This product retails over $1000, regular price. What kind of poor quality bedding shrinks so much as to be unusable? What kind of store refuses to take it back? Now we know. Stay away from RH.

I ordered 2 Belgium linen roll arm sofas last part of 2018 and the quality of the line is horrible, it is pulled and has weak spots, more than a linen fabric should be. $3,000 apiece. My husband said they look like they should be in a dorm room. Needless to say the sofas are on their way to a charity. In to the reclaimed salvaged coffee table. Mine got a huge crack down the middle nothing that be fixed with the little stick repair kit. I was told this is normal for this type of wood. The split is literally 12 inches long and 1-3 inches wide in various places. So this is normal, I guess I can use it for a book holder. I am not allowed to shop at Restoration Hardware ever again. Do not recommend these products to anyone.

Ordered the Torano Marble table in brass, paid almost 5 thousand dollars for it. Got it - the legs were rusted (the marble table top weighs over 300 pounds and they put it on rusted legs - smart). Called the company - they sent out the replacement - replacement got here - it also had rusted legs. I refused the replacement and called the company who said they would investigate where the defect is coming from and it would take a week and a half. Week and a half goes by - nothing. I call and they tell me a few more days. 4 days later - nothing.

Returned a settee that fell apart, only to have it replaced by the same again in the wrong fabric. Sent that back, and AGAIN they sent a new one in the wrong fabric! We agreed they owed me a refund. Got it today for half the amount! If there is any conceivable way for this company to get it wrong, they'll find it.

I wanted to order a smallish mirror (26"x48") and they insist on charging $200 delivery as a standard delivery charge. They said I could add more stuff to it. What? This is on the same weekend that Pottery Barn is offering free delivery. How do these guys stay in business?

Even if a purchase is made for a Christmas present, which typically is purchased a couple of weeks beforehand, the policy is only store credit. Almost all purchases will be past the lame 30 day policy. Horrible customer service inside the store. The manager was unhelpful, rude and condescending.

I bought 4 Remy chairs about 2 years ago. One of the chairs arrived with a chipped and rusted back, and RH replaced it immediately. However, 2 years hence, two chairs are broken. It's strange because the set was in a vacation home and not used daily. The legs on two chairs literally buckled recently, causing the sitters to fall on the floor! Neither guest was 'oversized', just regular folks... RH sent me a gift card to cover my initial purchase price, but I don't really want to buy anything else from RH. I am disappointed and, quite frankly, shocked at the poor quality of their products.

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, didn'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.

We ordered personalized Christmas Stocking from their online site which read “Delivered on or before 12/05”. On 12/06 we still had not received them. I called the company and was told they are “backed up” and the promise date wasn’t accurate because it’s not a normal situation. I was also told the stockings had not even been embroidered yet and they were “hopeful we would receive them next week”... 1 week before Christmas. I asked what was not normal about ordering Christmas decor on 11/27 and the worker was at a loss of words. You should not advertise a promise date if you cannot even come close to the promise date. Absolutely unprofessional. It should never fall on the customer that they cannot keep up with demand, and they should not make promises they can’t keep. Will never shop with them again.

We ordered a dresser and bed. They have been promising delivery for months. They said that they were finally ready to make delivery, and charged our credit card. But SURPRISE - they are only delivering the dresser. They said they, "Couldn't fit the bed on the truck." This is possibly the least customer friendly furniture company. Stay away!

I wish I had read the reviews before spending $5.000 on window treatments and days of being angry and frustrated and wishing I could get my money back. They promise the moon and deliver zero. I was told my order would ship in 2-3 weeks, it is now shipping in hopefully 6 weeks. After you wait twice the time you were told they cannot guarantee the installer can come in a timely manner. They tell you all different stories depending on who you talk to. We had to drive over an hour to the store on 4 separate occasions to even get the order right. WALK AWAY from this place!

I just spent nearly $10,000 ordering furniture from these crooks... Their 'delivery company' left the Bed in several separate pieces) and Belgian Linen sofa outside with NO PACKAGING, BOXES, OR ANY PROTECTION WHATSOEVER! The sofa was completely stained and disgusting, legs were damaged, several pieces of the bed broken, drawers cracked~Everything literally RUINED!!! I called their "Customer Service" (I use that term VERY loosely) to explain everything and ask them what they were going to do about my VERY EXPENSIVE and completely ruined items, they asked me to send in pictures of everything which I immediately did that CLEARLY showed everything ruined beyond repair and when they finally got back to me three days later they said they were not going to do ANYTHING AT ALL, not replace, no refund, NOTHING!

I have contacted the customer service regarding a broken dining room chair that I had for about five years. They offered to fix a chair or return the chair. Both offers are so much more than I expected or anticipated given that the chair has been used for five years. The customer service rep got on the phone almost immediately after I called. I am beyond satisfied with the overall customer service experience.

We purchased few items from RH in Annapolis MD, the amount was around $30,000. The two chairs had bad frame structure and extremely cheap and slippery cushions, we have visited the store. Emailed and called the store numerous times with only excuses were given to us, we are disappointed. The rest of our furniture came from Ethan Allen and Bassett. The quality is superb.

Very satisfied with products and service (Denver). I have purchased the following from RH since 2017: Luke accent chair, Reclaimed R. oak dining table/8 chairs, Nicholas marble coffee table, 2 floor lamps, velvet pillows, sofa. The staff was extremely helpful in each purchase.

I did a ton of research online. Was about to purchase with "E.A." Competitor - coworker recommended I look at RH - I fell in love with a table and found what I thought the perfect chairs to accompany. When I say apathy... our associate couldn't have been more disinterested in the entire process. When tallied, our purchase was to be just over $7,000. maybe not enough to inspire interest from the hourly help? She told us about a couple of chair models they had in stock. Mind you - they carry a very small selection in Short Hills - not representative of the entire line.

I begin trying to buy several pieces of furniture from Restoration Hardware in 2017. My budget was approximately $30,000.00. I met with several salespeople who made a basic plan, and their proprietary Restoration Hardware laptop which Pilates furniture in rooms but is not to scale and so therefore when they print it out it’s meaningless. They did not follow up with me, never presented me with an estimate of costs and an assurance that the pieces would fit correctly. They did not put the pieces together with the sizes and pictures and prices. The salesperson who was half my age was very condescending, looking me over as I wasn’t RH material. You cannot walk into that store and just buy something. First you have to see a sales associate, then if a sales associate is not available you have to be on a waiting list of time or come back another day.

We purchased a custom made Italia taper arm fabric sofa from Restoration Hardware. It was almost $6000. Within a year, the seat upholstery was pilling and not lining up with the stuffing. When I called to complain, including photos, they claimed that was normal wear and tear. They offered to send someone with a pill shaver. When their customer service could not find a local person to do it, they offered to forward info. so that I could submit an invoice for reimbursement. This offer never arrived. One year?? Plus the sofa sits in a formal living room which we rarely use. I would never recommend Restoration Hardware again. The quality is shabby for the price.

One of the most terrible online order experiences ever. If you order online, allow 2 to 3 YEARS to get your purchase and take a ** before you call to chase your order. The customer service team are useless, disorganized, rude, and my experience was very, very frustrating. Lost count of number of times I called to track my order. Items arrive smashed into pieces, incomplete and customer service are just useless. One item was sent to me three times, totally smashed and broken, pieces missing and a mess every time. Don't waste your money.

Had my heart set on another vanity. Most everything is special order and a wait. I would have had to wait at least two months for a vanity and my bathroom job was getting underway. Had to settle on the St. James. I went for the antique white. The finish looks dirty like someone touched it with dirty fingers. It drives you crazy. I'm afraid people will think the vanity is actually dirty. Notice, no place for reviews on their products on the website. What? The vanities are very expensive. No bargains here. I am stuck now. I have a custom expensive quartz top on it but even if I would have complained in a month, there would have been nothing to exchange it for.

We are remodeling our kitchen and bathrooms. After shopping Restoration Hardware, we selected a pharmacy style medicine cabinet. After it arrived, it took some time for our contractor to install it. (Longer than 30 days.) This medicine cabinet- members price, on sale - cost $650 plus shipping. It is the most poorly made piece of junk I have ever seen. I would have been better off to buy something at Home Depot. Poor welds, absolutely pathetic paint job, the entire piece was not square, and it looked like something that should have cost 50 bucks and was second hand.

I purchased a whole dining set and other items from Restoration Hardware. One of the dining chairs broke. I thought I’d go online and have another one shipped. The cost of the chair is $124. They were asking $199 to ship it from CA to AZ! I called the store and they said if I call customer service, they could do an exchange and reduce the shipping cost. I called as I was directed and they said it’s their policy to charge $199 no matter what the item is. I asked to speak to a supervisor and the representative refused to transfer me. I asked again and he replied in a snarky tone that he will tell the supervisor the policy and not to do it. I held for 30 min and he hung up on me. I called back to speak with another supervisor and they also hung up on me. I just want to be charged a fair and reasonable price to replace one chair. It’s incredible to me that they aren’t willing to help a long time customer. I will never purchase from them again.

I ordered 2 small (very expensive) couches from Restoration Hardware and never received them. It has been 6 months since their expected arrival date and every time I call the company to inquire to their whereabouts, I am given an apology, another excuse, and a promise that they will be tracked and I will be called back with an answer... STILL WAITING! UGH! The absolute worst company to deal with. Stay far away. It's just like throwing away your money.

I purchased 12 of the Madeline chairs in 2013. 3 of them have broken. I replaced two of them less than 2 years after purchasing them. One of them recently broke. I tried to replace it starting in March of this year. I had difficulties using the website. I contacted the site via email repeatedly to let them know of the problems I was having with the website. I also spoke with a customer service representative. I am still having website issues.

I placed an order with Restoration Hardware for an outdoor dining set in mid May 2018. Nowhere in the ordering process (pre-payment) did RH proactively inform me that the side chairs that I was ordering not be available until late summer. I even received an email shipping confirmation that confirmed all the pieces were available for delivery after May 16. However, on delivery day only some of the pieces arrived. Customer service tells me that the side chairs are still in China and that I should’ve known that from the order confirmation and that there’s nothing they can do. She couldn’t explain the shipping confirmation that expressly stated chairs had been shipped and available for home delivery after 5/16. Details are annoying, aren’t they?

Extremely poor quality and the company does not care, once they have your money. We bought a Sorenson sofa with the Belgian linen fabric. Big mistake. The linen is paper thin and within 2.5 years, had worn holes from normal wear and tear (ie, people sitting on the sofa. Which is what a sofa is made for.) The linen is also saggy and wrinkly and looks old and cheap (It was not cheap!). The ineffectual customer-service agents simply say it's not their problem. I will never buy a single thing from Restoration Hardware again and advise others to stay away. The fancy designs mask an appalling lack of quality.

We bought a couch 6 months ago from RH and spend around $10K. After 3 months the fabric peeled significantly (this was their "indestructible fabric" as they called it). It was significant enough that the couch appeared old and used. We complained and RH agreed to replace the fabric. Three of the pillows (replacement fabric) came damaged and peeled even worse than the original fabric and looked this attached picture in four weeks. We asked RH to replace the fabric on the 3 damaged pillow covers and Jennifer ** response from customer service was that it is their policy to only exchange the fabric ONE time even if the fabric is damaged from the peeling. It appears as if the quality of their fabric is so poor that the appearance of the fabric in the attached photo is normal wear and tear. DO NOT buy from this company. I give them zero stars for customer service and product quality. There are so many other furniture stores who value their customers.

While working at the Westport, CT store #107, from the time it opened in 1997/8 ish until 2011... From original owner and creator Stephen Gordon through many different owners/administrations/iterations/changing from a great place to find unusual hardware, furnishings, awesome bath towels, Art Deco and Mission Style furniture, pine, and Cherry as well! Great selection of books, window coverings and hardware, living room and dining room furniture all normal human sized furniture before the development of the McMansions advance across the countryside. At that time we were proud to say all of our furniture was 100% American made.

This chandelier is beautiful but impossible to hang. The thin steel safety cable provided to hang 168 pound chandelier broke. The screw for the brass plate that was instrumental to hang this chandelier broke. One of the canopy screws broke. (That could mean 168 pounds of glass falling on someone's head.) The fixture cords frayed. The glass globes rained tiny shards of glass whenever they gently touched each other, which must happen to tediously ensure the globes are level. After 12 hours, our 2 experienced electricians stopped. While RH took the chandelier back without issue, we needed to have the holes in the ceiling repaired and ceiling repainted. This rating falls far below 1 star--a very poorly designed!

We bought a RH fire table that the leg and bracket of an OUTDOOR piece of furniture rusted and rotted away. The table will no longer sit up as intended and now the gas valve won't even work so it nonfunctional. The piece is only 2-3 years old and was designed for and sold for outdoor use. They will not replace or even offer a discount to replace it. They say it is due to the age of the piece. I have had outdoor pieces that last for 15 plus years and to have this rot after 2 is false advertising. DO NOT BUY outdoor pieces from RH. I furnished many pieces of my New home when we moved 4 1/2 years ago. I will no longer purchase from them.

I have been a long time customer of Restoration Hardware. Never again. I was looking to buy a table with dining chairs. I started placing an order for 16 chairs and the dining table. When I tried to order the dining table, the delivery was eight weeks. So I did not order table and tried the day after to cancel chairs that were paired with table. Restoration Hardware refused my cancellation and wanted to me to lose 3000 USD as per their contract. I called them up to explain the stupidity of the situation, their excellent service asked me if I could read English as their only answer. A few days later I called them back to let them know that I will take the chairs to put them in another house, they simply answered that it was too late. I would lose my 3000 dollars and could not get my chairs. They. It is a shame and ridiculous way to treat clients for such a company.

Over the past year, we did a complete renovation of our home and purchased new furniture. We chose a couch, master bath hardware, master bed, and living room rug, all from Restoration Hardware. There are problems with all... and the service. We initially told them what date they could deliver the master bed after, since we were still under construction and did not want it in the basement. We let them know if they needed to deliver prior to that date, we would give them the address to the air conditioned storage unit where they delivered our couch. They delivered the bed prior to the date, and let a construction worker sign for it, all the while we never received the phone call it was being delivered.

Long story short: we spend $5300 on a cloud track sofa, it’s incredibly uncomfortable, we try to remedy that so we get what we pay for. We receive a big fat ‘get over it’ from RH. Here is my reply to tonight's denied repair request on our cloud track sofa: "Well this is beyond disappointing. This sofa is incredibly uncomfortable, we relate it to a ‘slip n slide’, when you sit in it you have to brace yourself so you don’t slide off. Our sofa does not sit even remotely like your floor model did in your store. I guess it’s a bait & switch?!! We will never buy anything from RH (Restoration Hardware) ever again and will be happy to share with anyone how shoddy your company truly is. I just wish I had listened to the reviews before me." Their merchandise looks and feels great in the store, another story in follow up and customer service once you’ve signed the dotted line. La-Z-Boy here we come!

I recently spent several thousands of dollars on a sofa. I ordered it in beginning of December. It’s now March 9 & I was scheduled for delivery 3 days ago. The delivery company was due to arrive between 8-11am. I received a call (after taking day off) at 10:45 telling me due to a storm the day before they couldn’t deliver. I have contacted RH over 10 times, all I am told is “I’m sorry” & “I understand”. It’s now 3 days later, I have no sofa, I rescheduled all my clients, sat home for 3 hours for nothing, sold all of my living room furniture & was billed (& paid for) on my credit card for something I still do not have.

Restoration Hardware gives the illusion of high quality to get your money. After that you're on your own. I first ordered a set of the Belgian Linen sheets about 4 years ago and after a year they'd developed holes in the middle of the fitted sheet. I was sent a replacement set when I contacted customer service and I assumed it was a fluke and not indicative of the general quality of Restoration Hardware linens. That said, now, less than 6 months after the purchase of a second pair of these sheets I'm having the same issues as before. I make sure to delicately wash and air dry these sheets every time so I'm certain it isn't the care. But even still I would hope a set of sheets could last more than 6 months. Don't waste your money on any products from them! I just emailed customer service about this last set and all I got was a $50 credit and I get to keep my crappy sheets. Yay thanks, RH.

6 months ago I bought this Aero table. This is a cautionary tale. The Marble was matte. Apparently its matte look was sprayed on. My Oval Marble Top table has been barely used. Parts are now shiny which lets me see that the coating is coming off revealing the shiny marble. I called and was told that perhaps I did not follow the directions only clean with water. I did spray it once with a marble polish: RH gave me the number of a furniture repairer and no, this is my problem. I live alone and when I say little use, I mean that. RH would not help with the expense to rectify this. I found a marble expert who was surprised that the finish was sprayed on. They told me how to remove the spray on finish. I will do this with acetone and then spray on a clear sealer. Whether or not you think RH should have been more helpful. I think that the product does not make sense as a dining room table.

Ordered a couch on December 18 with a confirmed delivery date of March 22nd. On January 17th received an email update that couch wouldn't arrive until May 1. When I finally got a rep to look into the Case, they presented us with several options. Refund and cancel. A paltry credit. Or a loaner couch while we wait. Well, the first loaner we chose was denied. The second loaner we chose, came from a specific list presented by the support rep! Also denied. The rep had no info why denied and could not help. No resolution. Absolute garbage and no resolution. - just going to wait?! One support rep told us that the fabric was delayed. Another support rep said the Chinese New Year production closure was the cause of the delay. I'm sure the Chinese New Year production closures have been in place for decades. It's absolutely RH's responsibility to incorporate that information into their delivery estimate. They did not. Total garbage.

We purchased a sectional couch from RH and the Belgian linen material shredded (not all over - just at the bottoms of 2/3 pieces) after less than eighteen months. They will not replace the slipcovers - even though they recognize that this material should have lasted longer. We now will have to pay approximately $2,500 to replace the slipcovers. Waiting on a price for a stronger material called Army Duck No. 10 - hopefully that will last. We prefer Lee couches over RH at this time - those have held up. VERY DISAPPOINTED - you just have to laugh. WOW.

I placed an order for a sectional sofa and bed (over $10,000). Irene ** the ** at the Marin store assured me they would be delivered late January. Lo and behold the bed is delayed for several months. Irene doesn't answer calls or texts. She said on the first delay that I should purchase a temporary frame. And you can't cancel your order. ** these people. And to top it off, no one told me of the delays. I only learned by asking when calling about other delays.

I purchased the French Casement Sideboard from Restoration Hardware a few years back. The piece is lovely and looks great in our dining room. The problem is the locks have never worked properly. Every time I go in to get something it takes me 5 minutes to get the doors open. I have to push down on one side to get the locks to align up properly to get the door open. Then sometimes the key gets stuck in the lock and I'm trying to just get the key out and start again!! So frustrating!!! I would leave the doors unlocked, however, the doors fall open if I do. Had I known this would continue to be a problem when I purchased, I would have returned or exchanged. The problem is the piece is so big, I'm not sure they would have taken it back.

After several back-and-forth emails with RH customer service, I was told that although the Atelier Task Floor Lamp came with a parts lists that identified the separate part in question, RH will not work with the vendor to procure a replacement part. They said that contractual obligations with the vendor precluded they're providing me with a direct contact with the vendor (in lieu of their refusal to help). My $400+ lamp from RH is worthless. Totally unacceptable customer service. I suggest that management at RH read Tom Peter's "In Search of Excellence." They need it!!!

Ben Solemani rug MIYA RUG - CHOCOLATE: I thought RH would have my back on this like Sears had my back on their Craftsman tools. I usually never have a problem with RH until I found myself stuck with a poorly manufactured rug. I paid nearly $4,000.00 for this rug but we anticipated having it for many many years since it is wool and usually in rugs you get better rugs when you pay more. Not the case this time. We are now dreading it. I bought the rug through a designer that helped us pick some things and arrange the house. I have a feeling that I paid full price for the rug but the designer paid something different. I take that this is normally the case.

If I could I would give the company 0 stars. Recently I purchased almost an entire house of furniture and unfortunately I did not read the RH reviews beforehand. My experience has been exactly like all the others, damaged pieces and extremely poor quality. Over less than a year the wood pieces have been cracking and the fabric is shedding. My 10k sofa, which we barely sit on, looks 10 years old. Many pieces were delivered broken and I even had a wall mirror delivered that had no means by which to hang it.

Can’t believe I got suckered into buying this 6k cloud set. Yes it is comfy but it sheds every single day. Salesperson promised this and that about it. All that suckered me into purchasing it. Now that I see the quality of the way it’s built and made I regret it so much spending 6k on this set. This sofa will leave bits and feather all over your floors after sitting or lounging on it. Strictly horrible and overpriced. Never again I will spend my money at RH. Just way overpriced furniture.

I bought a bedroom set from Restoration hardware for more than 4,000$. The bed that was delivered with a broken footboard. They promised a free replacement. One month later they delivered the wrong model. They took it back and promised to send the new one within 2 weeks. Now they refuse to send the new footboard unless I pay 604 $. Emailed the CEO. No answer. Highway robbery. Never again.

We love RH products and recently purchased over 15 pieces to decorate our pool area. We bought their custom covers to protect our investment. Each cover was tailored to cover the piece from top to bottom - except for the custom daybed cover! For some reason it is "customized" to cover only the cushions and not the furniture itself. None of the other covers were made this way. See picture with other RH product covers in foreground and background. Unfortunately, the Customer Service agent tried to "explain" the logic behind this illogical design. It was almost comical. Bottom line: they don't plan to do anything about it. So Beware! I will be exploring other companies who DO make custom covers to fit. And I guess I'll just have to eat my $136 expense. Not happy.

The down comforter I bought from RH has been used maybe 150 times. The feathers seep out and fill the bedroom. RH would not consider taking this back and replacing it. I would look elsewhere as poor quality allied to no accountability to make things right by the consumer add up to a very poor experience. I have bought many many items from RH over the years but I would be very wary of buying anything where quality of manufacturing could be an issue.

We have been having issues with our bill for the last 11 months! They messed up the bill and refuse to give our money back for a refund as if it has never happened. Horrible experience! We spent over $60,000 Canadian dollars! Waste of money...

Very happy with the quality of everything that I have purchased from RH. Currently remodeling my house with vanities, lighting, mirrors, chandeliers, stools, dining table, and more from RH. Very friendly customer service and no issues with deliveries, other than a crystal finial that arrived broken and is currently in backorder.

Back in May, I received a source book from RHModern and in it I found a sofa I loved. It was vintage in style but looked modern with the fabric options and the walnut wood trim (per the sourcebook’s description and the website). Before I ordered it, I did all my research. I researched the different fabric types and the durability. I took the photo of the image and laid them next to other pieces of future in my house to see if the wood would match. Turns out it would, walnut would match very nicely in my home and mohair velvet in charcoal with go great with the back splash of my kitchen in the great room.

I received a 9x12 very expensive woven Zeta rug from RH. After a week, I noticed flies everywhere near the rug. I pulled up the corners and noticed rice size black larvae and dead flies between the rug and pad. I am horrified. I killed over a hundred flies in my house and there are more about to hatch. RH refunded my rug and delivery, but I still can't believe the quality of this $2,000 rug. I'm still sick about putting my family's health at risk with this rug obviously from India or China. I just want to warn others about this issue. Don't take the risk of buying from RH.

While I appreciate the quality and design of the furniture, the shipping and delivery experience has been an absolute disaster. Wrong items shipped, damaged items and "losing" a 230 pound 9' long media console during shipping. I have no confidence that RH can deliver a product they sell.

I purchased my marble table from RH because that time it looked like the best option. The day I got my delivery workers hit my door with it making the crack on it. Moment they put it on the floor they made huge scratches. I refused to accept the table. After two weeks of waiting a new table was delivered to me and guess what it was even in worst condition than the first one. It looked like someone made cracks and scratches on it and store just smoothly restore it. Table looked horrible. I did send it back again. I don't know what to expect next.

I just received nearly $10,000 of brand new Restoration Hardware bedroom furniture (2 night stands and a dresser) with the Shagreen finish. There is a highly toxic smell coming from the drawers and the furniture in general. It has been over a week and it won't go away and is making both my husband and I dizzy and nauseous. The last bedroom furniture I purchased from them 5-6 years ago was beautifully lined with cedar and well made. I don't know where the furniture is being made now or how something so toxic could be imported to the US but, I will not order from them again. This is horrible!

I worked at RH in Westport from before it actually opened its doors with Richard Gordon at the helm through to Gary Friedman's destruction of true customer service and beyond for about 12 years. (I had a very low 4-digit employee #!) During that time - before 9/11 - my husband and I purchased the Blaine Bedroom Set with a king bed, 2 side tables and the 11-drawer bureau! At that time the policy was that you could return ANY PURCHASE at ANY TIME without even having a receipt, and you would receive the last price it sold for in cash, even if we no longer sold it! It was especially difficult to research items that were years old to find the UPC code to give the reimbursement, but no matter what, we ultimately were successful! The philosophy was "The Customer Is ALWAYS Right!" And we were always pleasant and persistent!

I have furnished three homes with Restoration Hardware. Each time I have experienced excellent service. I had an issue with a marble dining table and they were right on it and willing to replace the piece. I am very happy with the company. The furniture is beautiful and I love the new Modern pieces.

I would expect much more decent service for a company who is trying to differentiate on quality and whose price point is what it is! I paid $6k for a couch. Delivery vendor is awful. I called to try and schedule a delivery and the woman didn't know how to contact her colleague who I had sent the COI. She got frustrated and hung up on me. I emailed the vendor three times asking what my delivery slot was and got no response! Then when the delivery finally got scheduled I stayed home for my time slot and the couch never showed up! Call customer service only for them to say "Yeah that happened to a customer this morning - she still hasn't received hers". You would think that they would learn from that experience and tell other customers that day that they were experiencing issues. I'll never shop here again.

My experience with Restoration Hardware was my first and quite possibly my last. I ordered a media system from their final sale. I was billed before the item was scheduled to be delivered, which I thought was odd because even Rooms To Go waits until it is delivered. Anyways, the delivery company calls to schedule date and said to expect a call in a couple of days to schedule delivery window, woman was okay, not rude but not friendly either. Delivery company calls like she said, and schedules the time frame for delivery.

I had an unforeseen issue with my $4300 couch. Not only did RH completely disregard my concerns, not respond or return my calls, but they also did not help me find a solution. I had my now damaged couch for less than 5 years and I think this business is bogus. I requested they have the staff do a site visit to assess the damage and RH refused. You will get better customer service at Bob's Furniture or Ashley Furniture and pay a fraction of the price. Just because you pay a lot for their furniture you are not paying for high quality customer service. I suggest you avoid RH as much as possible.

Before I begin with my own review, wanted to touch on "Allison from NY"'s review. It makes no sense. She says she received a throw as a gift and loved it so much that she bought 4 more. When she washed the one she received as a gift, it was basically ruined and, when calling RH, was asked for a receipt. She said, because it was a gift, she had no proof of purchase, so nothing could be done. Um, she said she bought FOUR MORE, so why not just give the proof of purchase from one of those 4, if they are exactly the same item??

I bought a complete dining room set and the entire ordeal was a disaster! The first sideboard doors did not close properly into the holes, therefore the doors shake and are unleveled. The second sideboard delivered was in worse condition so I kept the first one. I returned all the dining chairs because they were all pilled and dirty. (RH advertises the chairs are made of the finest Belgian linen.) Belgian linen does not pill. The first hutch came in a totally different color than the rest of the set so I returned that on.The second hutch had dripping stain all down the bottom of the front lower area of the door and base. The table had chipped wood along the sides. All their furniture is made in China. Please do your research before buying RH Restoration Hardware!

Purchased this printmakers double vanity washstand, I paid $200 for deliver. Delivery took 2 1/2 weeks, had the plumber and counter company ready to go (took one month to set up appointments with both plumber and counter company). The vanity arrived and I was told by the delivery team that the vanity was checked twice, once before it left the Waterhouse and again before delivery. I was so disappointed to find the front left leg was damaged, chunk of partial wood was pushed in, about 5" of damage (supposedly it was listed as being SOLID WOOD). I was willing to keep the vanity as is, just to avoid the inconvenience.

I purchased the 7 foot Petite Maxwell sofa on August 1, 2016 and it was delivered in mid-September. I found the sofa uncomfortable but that is not the reason I am writing this review. After 6 months, the upholstery on the seat cushion split creating a 2" hole. I expect wear and tear over time - although nothing similar has occurred with other sofas or chairs. I live alone and while I sit on the sofa every day, I expect more than 6 months of wear. Like other reviewers, I've concluded that RH is more about style than substance and given how it prices its merchandise, and not a good value.

I'm doing a home remodel, and after waiting for months for the Oval Aero Marble Table and the Shagreen Cube Rectangular Coffee Table, they were finally delivered. Within 3 weeks, the table, billed as a honed Carrara marble literally cracked and started to fall off the pedestal overnight like an earthquake had hit it-- it was clearly made of veneer, despite its >$4,000 price tag. After several urgent calls to customer service, I received an email that the marble was "around plywood", and not solid. The faulty tabletop posed an emergency and, upon threatening that RH would be responsible for my hardwood floor damage if they did not pick it up the same day, the delivery company agreed to get it.

I purchased zinc lanterns and they started rusting. I would have expected better quality from RH and when I asked for assistance, none was provided. The whole reason for me purchasing zinc was to avoid the issue of rusting. Very disappointed to pay a premium price for a substandard product. I would not recommend them.

I purchased bar stool through RH. Chairs are not the problem. They also sent out cabinet hardware that was not ordered. I was charged an extra $50 shipping on top of the $200 I was charged for the chairs. I explained that I didn't order the cabinet hardware and they couldn't help me with anything. Even though I had spent thousands of dollars over the past year with the company... Then I had to pay to return the hardware. Customer service refused to help me. Terrible company with terrible customer service. Cancelled my RH membership and will not be buying anything from them again.

I purchased a 20TH C. ENGLISH SLIDER GLASS WIDE DOUBLE-DOOR CABINET from Restoration Hardware. Its original price was $4000, I got it on sale for $2000 - still a lot of money for a glass cabinet. I don't mind paying more money for quality, but problem with RH is they try to come off as selling high-end furniture (the prices certainly are). But when you take away the fancy marketing and actually look at their furniture - they are all extremely cheaply made in China junk that are constructed poorly and with low-end materials. Add on the poor service, and you got a disaster trying to order furniture from them.

I received a faux fur throw as a gift. I loved it so much I purchased 4 more for myself and many as gifts. I washed the one that was gifted to me. As The tag indicates "gentle wash". After washing, the texture changed and it's now so hard it cannot be used. I called customer service and she immediately said "oh those should be dry cleaned". Well the tag says they can be washed. So that's the first problem.

I have bought much furniture from RH over the past couple of years. The problem I am having is with their delivery company, FGO Logistics of Elmwood Park, NJ. They have a habit of not arriving during the specified time interval. One time they arrived at 7:30 AM on a Saturday, and today they were supposed to arrive between 9:00 and 11:00 AM. My neighbor told me that someone was ringing my bell at 8:00 AM, so, needless to say, I was not available to answer. I called the delivery service and was told that my delivery was delayed. When I called them at 3:00 PM they said they were done for the day, so my apartment is left in disarray without my furniture.

I placed an order for a bed on sale. It took several weeks for someone to call and say the bed made it to Michigan, for delivery. Then another week later, I received a call from RH telling me the bed has been damaged and there are no more of these beds left in the color that I wanted. Instead of saying, "we are very sorry for the inconvenience, we would be more than happy to deliver the white bed to you at no delivery charges or a discount for your inconvenience." There was nothing!

I loved the two solid crystal lamps I ordered from Restoration Hardware through their membership program. I got them at 25% discount and they looking stunning in my bedroom. I had absolutely no issues with ordering or receiving these lamps. I am quite surprised by the negative comments on this site. Great company and fabulous quality of products!

I ordered this chair and was quickly dissatisfied. The seat cushion depressed where I sat only 3 hours. The leather is so soft that it's bagging and wrinkling on the seat cushion in huge ugly wrinkles. The height is advertised at 27.5 inches and I only measure 21.5 inches. When I called customer service today I was told that I should have expected a depressed seat cushion because it's polyfiber, it's meant to cave in and the leather is supposed to gap and wrinkle. They would not consider an exchange or even store credit. They told me to call back in a year. What? I weigh 110 lb. What will this chair look like after my husband sits in it for a year? No longer an RH fan.

The worst online experience ever, wouldn't recommend to my enemies. We've bought a bed with a tent to our son, using 3 gift cards, where the nightmare started. Total of the purchase (with taxes) $1,389.94, paid with 3 gift cards of $500 each. Balance of the gift cards after purchase ZERO. This discussion is going on since October 2016... The COLE FRAMED HOUSE BED took 20 days to arrive which we accepted. Bed arrived damaged, the item is out of stock, we accepted a different one. New bed will arrive on 01/10/2017, around 80 days after the original order. The COLE CANVAS TENT took around 70 days to arrive. We also accepted this deadline, too long but... The Tent arrived finally, with a hole on the fabric. Next tent, should be shipped early March, 7-10 business days to delivery.

Bad service and product? My experience was exactly the opposite. Not only is it super obvious regarding the $100 fee when you sign up for the membership, it comes with endless interior designer help. Kim ** in the West Hollywood, CA store came to my place, did a CAD drawing, gave lots of great suggestions in terms of furniture mapping, and had unique ideas. Of course they are trying to sell you lots of RH stuff, but they do understand that you will likely just be buying some items from them. I got about 8 hours of design time with her over a few days which I found to be incredibly helpful. I have purchased 3 sofas from them, all of them reasonably priced for what I got (they were all tufted leather, roughly 8 1/2 ft sofas in the $2600 range). They came exactly as described.

My reason for writing this review is to let those of you out there who are feeling reticent about ordering from RH because of the negative reviews know...that we had a very positive experience for the entire process. We placed our order after business hours on Saturday, Dec. 31st and received our order this morning, Jan 5th at 7:30 am. Amazing! I received a call from RH on the 3rd at 11:37 am notifying me of the scheduled delivery for today, Jan 5th, and that the delivery service would call 10 min in advance, which they did. They brought all the parts up to the 2nd floor without any issues and assembled the bed with total ease and grace.

I have made multiple Purchases from RH - all of my dining and living room furniture is from RH (sofas, chairs, dining room chairs, lighting, tables, small tables, mirrors). All of my bedding, curtains, and many decorations come from all of RH lines (regular, modern, and teen). I am more than satisfied with RH. My experience with them have been incredible, online, store, and outlets. I haven't had any issues with the quality whatsoever. I once had an issue with a shipment because UPS lost my package, RH not only overnighted a new package but I got a gift card for future purchases. All honestly, I love this store and I don't understand all the issues reported here. RH deserves a lot more credit than just 2 1/5 stars. RH is 5 stars in my book.

This past Nov, we decided to finally splurge on a few pieces we've been eyeing for a few years now. We purchased the 9 ft sofa, 2 chair and a half, the dutch reclaimed wood coffee table, 2 antler sconces and 2 floor lamps, and faux fur throws & pillows. The quality seems great, so far. The delivery scheduling was easy and the delivery guys were great. All our furniture was delivered 2 weeks earlier than expected. Loved that! We also became members, which saved us 25% on top of sale items too. Can't wait to order a few more pieces while we have the membership. Absolutely will shop here again and definitely recommend it.

I was drawn to Restoration Hardware by the great line they had on soft goods, especially the cashmere robes. Not the best price, but I could get it monogrammed for my wife and have it for Christmas!! I tried to track my order online but was denied access to their site. I called four days before Christmas and was informed that the robe was hung up in transit between purchase and monogramming and that it was now in monogramming. I asked when would I receive the robe. I was advised by 12/29. I was very displeased, but was nice about it. Today is 12/30. I called and asked where was the robe. It was to be shipped today and I should have it next week. Not happy. I said they should do something about it. I was advised they would take the charge for monogramming off. I told them they must need the $8.00 more than I did and to keep it. Oh, reader you can rest assured I will never trust another important gift to Restoration Hardware.

Purchased a $4,000.00 leather sofa. When delivered had mismatched legs, scuffs to leather, two large indentations in the leather on back of sofa, and what looks like oil spots on cushion. When I contacted their customer service was told that they could not replace since sofa had been discontinued (I was never told of the discontinuance at the time of purchase). Additionally, rather than replacing the mismatched legs they offered to sell me new ones. This is really outrageous from a store that claims to be high end and claims that sofas such as mine are custom made on basis of order. I urge that everyone beware! I would have been better off spending $500 at Big Lots for a sofa!

This was the letter I wrote them and the only response I received was, "We are sorry!!" Ugh. "Hey, I just have to say I ordered a great deal of bedding and a frame with you guys and the shipping of the products have been a nightmare from missing sheets, to now I have to wait an extra two weeks for my bed frame to be delivered, when already it's late and I took a day off from work to be home to receive the frame and was told within an hour that the frame wasn't going to be delivered. I just had to write you guys to vent my frustration with this purchase. A gift will now have to wait until after Christmas. You guys really dropped the ball on this one!

For a national chain they have THE WORST customer service out there. The WORST. Bought a dresser over $2,200 in mid October. If we signed up to be a member we could save 20% or something like that, but they charge you $100 to be a member - which was in the fine print (my bad that I didn't see it. I thought it was for future ad/junk mail purposes). 4 weeks later, RH called and said the first shipment arrived damaged. Second shipment was on its way. 3 weeks later, RH called and said the second shipment arrived damaged. They charged us AGAIN for shipping (twice on the same order). Fought like hell to get them to remove it.

I ordered a Armoire grey finish. I paid close to $2000 with shipping. The product is not well finished and the picture on the website shows a distressed oak color and I received a painted smooth finish. Also one door is not properly screwed to the hinges and the paint is chipping where this hinge attaches. I expected a heavier doors and a more handcrafted piece of furniture. As an architect /carpenter, I expected more and got less. I will stick to building my own versions of handcrafted and finished products. Maybe since the original owner sold out the quality went to **. Who knows. Handcrafted items are going away and the chinese make everything and it shows.

Purchased 8 Madeleine chairs a few years ago which are still available. After a few years, all of the wicker seats are broken and one of the legs has snapped. This has to be a common issue since we are not particularly hard on them. When looking for replacement parts, I was told they don't offer them but they were happy to forward my complaint to the manufacturer. I WAS offered the ability to repurchase them for the current retail price, approx. $800 plus shipping. NO THANKS!

We purchased five pieces from RH. Their sales team were helpful but when we got the bill, we couldn't figure out what we have been charged for. The charges on our CC for each item were split into pieces. Tax for a chair was charged separately from the chair price, for example. The problem began when we started getting charges that we couldn't align with the bill. We called and our sales associate told us that their accounting system is difficult to explain. After three calls and reviewing each item, I gave up when I reached differences of a few dollars. I have never asked someone to explain a bill for me. They seem to charge tax for every service they offer. There is tax for their membership. There is tax for their shipping. They split the tax from the actual bill. Our experience was terrible. We won't buy anything from them again. If you plan to buy, ask them exactly what you'd be charged for and how much so it won't catch you by surprise.

This is the biggest ripoff I've ever seen. I became a member and they charged $100. I didn't read the small print. Does anyone know what I could do to reverse those charges. I'm furious. This is entrapment.

I am really surprised to see so many negative reviews. I recently bought many items from RH small items to 9 feet sofa. Believe me there is no item that I regret to buy. They are of excellent quality. My big items they delivered with no hassle. Yes they were late about a week than they initial said but delivery service was of top notch. I had some defective items which I needed to return even after some use and I never ever had problem contacting RH service and they were right there to help without any question. Please don't consider these many negative reviews. RH does not deserve anything lower than 4.5 stars for their products and less than 5 stars for their service. They are luxurious brand and everything you will get from them is no less than of that level.

So this is a company that must serious not give a care about their customers. I have purchased several items from this company. I could have easily bought from anyone else. But I thought this was the best. Best customer service. Oh man was I WRONG! I have purchased a fire bowl. And it broke in less than a year. So I tell RH I follow all the instructions and protocols they have. And it came out that they were going to refund me. Okay... I guess. Would have rather had a working fire bowl. But whatever.

We are renovating our apartment and needed an armoire for the bedroom. RH had a number of great options only so we selected one and called about delivery. We were told that the armoire would be delivered and "assembled inside our apartment" by their white glove delivery service. The piece was discounted if we paid the membership so we paid the fee and bought the piece. First, they rescheduled our delivery three times as they could not make it at the originally agreed upon time causing my wife to miss work multiple days while waiting at home for the delivery.

We ordered a dining room table from this company. The table was supposed to arrive on September 17th. I have called them six times and every time they tell me that someone will call back. I have never once received a call back from them. We finally got a delivery date from them of October 15th. I called them that morning, now a seventh time, since I did not receive a more specific delivery window as promised. They said that the item is either damaged or missing and they cannot deliver again until the end of December, most likely 2017. They said they would call me back with an update with an exact date. I do not expect a call or a table.

Had a terrible experience with RH. I spent over $10K in home furnishings for my living room. My couches were less than 9 months old when I moved out of my home to another location. In transit all the nailheads fell out of my couches and one of the wheels that was supposed to screw off - the entire wheel fell off leaving a dangerous sized nail hanging out of the couch. RH said they would sent replacement parts and they never came. I waited four months and they kept telling me they were in the mail. I was also told I would receive a refund of $2k. They said they sent two checks to two different addresses - they never came. I am finally trying to return all my furniture and still they are acting so incompetent - wrong contact info on file after its been changed several times and they screwed up my address several times. No tracking #s for the check for $2k either.

I am so deeply disappointed in the quality for my daughter's area rug. I tried to clean up a little stain with WATER and that stained it even more. I then sent it to the cleaner and they said the type of material they used for the rug was terrible. I then called Restoration Hardware customer service and they tried to tell me that it was my fault for putting water on them. They refuse to even give me credit for the faulty carpet. I expect this from a lower quality company, but not Restoration Hardware. They just lost a lifelong customer!

I had purchased a large set of 802 towels (color Iron) and when a new RH store opened nearby I decided to add to the set (three years after). Only after I purchased the new addition did I realize the massive discoloration of the towels I had and trust me I wash them carefully in fragrance/color free Tide in COLD water, nothing else. When I call they deny any responsibility saying it's normal "fading" and wear and tear. BEWARE of this company. You're out $300-$500 every few years to keep a towel set in order. Pathetic. You'll see the new towel next to some of the older ones. Huge discoloration over time. Crappy dyes they're using.

Never ever use this company. Do your own research, don't just take my word for it. There are many folks who are equally unhappy with this company. My family's experience was with a $4K sofa build and delivery. We live in an older condo building. They built us an 84" sofa which could not fit into the building elevator. They did not ask us the size of the elevator at the time of purchase, and unfortunately for us we did not think about the size of the elevator when we placed our order. We rescheduled for delivery to another location. Somehow they were "unable to contact us by email" and our voicemail message boxes became inexplicably full when they tried to contact us by phone.

I ordered a piece on May 15, 2016. (I am paying $199 delivery fee). I was told in the email I would be contacted by 5/26/16. I wasn't so I reached out to them. I left a message. 2 days later I was contacted and we tried to choose a delivery date for a week out. I asked what the window was and they could not give me one. I asked to have a note put in my account to say I had a healthy 4 hour window of "x".

I am writing this review to share a very positive review of Restoration Hardware. My wife and I recently purchased two large pieces of furniture from RH. After a short wait (much sooner than they stated it would be), they contacted us for delivery. Today, they delivered the pieces, and much to our disappointment, one of the pieces would simply not fit through the doorway. There was an issue with listed dimension versus actual. The delivery crew offered to take our window out which we would not allow. So, we decided to return it. Note, that we purchased a final sale item that we returned. We were very fearful that we would be stuck with the item.

My wife and I have decided we are tired of buying cheap/lesser quality items for our home only to have to replace them every 5 to 10 years, so we purchased a few things at RH. With the new Gray Card which automatically cut the price by 25%, and flexible financing options (genius, by the way) on the RH Card, it made it a hell of a lot easier to shop here. We bought 6 outdoor drape panels and the hotel iron hardware, all beautiful and the quality is top-notch. I will say whoever designed the tiny tool/wrench thing to do the final tightening is a **... Not the most user friendly, but the end result is stunning. I had to order 2 more panels and the price had gone back up so I called Customer Service. They were happy to assist me and lowered the price to the same as the other 6 panels, and also helped me cancel another order that was already shipped, and told me they would track it and reroute for me. Excellent. I'll be shopping here again for sure.

Ordered 3 Marais brass curtain rods back on 12/5/15. They finally arrived yesterday (5/18/16!) with no mounting brackets. So, it has taken RH over half a year to produce some brass rods incorrectly. Excuses have included "we didn't have enough raw materials" and "well they are custom". Truly feeble.

We bought our third RH sofa that was delivered around December of 2014; Maxwell Right Arm Sofa Chaise in Perennials Textured Weave Fog, $4591.37. It's now 18 months later and the cushion is sagging, the fabric has loose stitching and pilling all over it. The person with the initials LV in RH customer service told me that this is normal wear and tear for this fabric. I should use a fabric shaver to remove the pilling. Hello it's a $4500 sofa, it shouldn't do this after a year. I'm done with RH. They don't have a quality product anymore.

It was my impression before buying furniture from RH that their customer service sucked. Needless to say, I had a yearning for one of their sofas and I finally pulled the trigger. At the time, they had 12 months no interest financing with an RH card (I believe they still offer this). I purchased an 8' Belgian Classic Slope Arm Sofa in standard (non-down) cushions (on sale for about $2,700). I did this because I had previously purchased a similar RH sofa in down (which I returned), as I found the down sunk down too low and didn't give me the back support I needed. Anyway, so I bought the 8' sofa in the standard foam cushions this time, in Charcoal Belgian linen. The foam sofa cushions seemed to be inferior quality compared to the sofa itself.

I have ordered so many items from RH and almost every single item I have gotten has been damaged or has a defect and I have complained to RH about my problems with damaged products and waiting at home for the delivery company and never shows up. No one calls to tell me why they never showed up. I have to call to see what happen. Nobody from RH will follow up like they say. Now RH corporate emailed me stating that they can't meet my standard and will no longer will being doing any business with me. They canceled my warranty items and pending items.

RH - Nightmare at the Square. December 2015 we placed an order. Sofa, lamps, dining room chairs, fabric to reupholster a few wing backs, curtains. Today is April 3rd and the ordered is still not completely filled. And those items I did receive have required additional work from upholsters due to very poor craftsmanship. BEWARE when the sales associate tells you it's a custom order. Translation: it's made cheaply in China and takes months to arrive. IF it's not lost or you get a Dear Valued Customer email giving you a new ship date that's completely bogus. This has happened to me 3 times. And these poor sales associate working so hard to carry on the name of Restoration Hardware. Which by the way due to nationwide horrible reviews, service, quality and the stock tanking, they now call themselves RH.

I recently bought a Harmon Flushmount light fixture from Restoration Hardware. When it arrived I was dismayed to see how cheaply made it is, comparable to a $20 Home Depot item. While it looks attractive on the outside, the screw holes didn't align, there was a light rust on one part of the interior, it was poorly designed in terms of installation and the quality of material was poor. A complete headache. I could not be more disappointed. I did write the company and received a response but no follow up when I provided the product information they requested. Something to be concerned about when buying a RH light is how much light the fixture will produce. Much of their lighting has a low maximum wattage and you need to install another fixture just to see.

I am an interior design professional. I specify home furnishings for my upscale residential clients. RH normally provides a discount to Trade Professionals below the retail pricing level due to our repeat business. Recently I brought a client into the Dallas showroom to complete a large furniture purchase. The salesperson decided to sell directly to my client and provided my client with my Trade discount. Essentially, I worked for two months selecting furnishings, and drawing room placements and was not compensated.

I have been wanting to write reviews on the products I purchased on the RH site, but didn't see how, so figured I would write here. Originally, after I discovered RH via the Houzz, I purchased a velvet duvet cover that I had a problem with. To start off, RH completely made it right with me and beyond. I was actually having a very stressful experience with a different company at the time, and RH restored my faith in basic human reasonableness and caring; true story - I DO NOT work for them nor am I being paid to write this, lol.

We are in process of closing on our new home and decided to buy furniture from RH for our living room and master bedroom. Interior designer from Charlotte store Anna ** helped us in selecting and visualizing look of furniture. So far the experience was really good for the first two weeks. But during the time of placing order it seemed like Anna ** was in rush and very rude and was not interested in placing order. She did not even put a note which we requested several times through our conversation that we would not want any items to be delivered until mid-April.

I order 3 pieces of furniture and upon delivery, all 3 pieces had damage. The end table came without the top, the dresser had a crushed in corner. Called the local RH store, manager did not want to discuss any concerns. I had to talk with him through an employee. I refused delivery and called the 800 customer svc number. They assured me someone would call in 1-2 weeks with a new delivery date. As of today, I have not received the furniture I paid for about 2 months ago. I would expect better service and product from this high-end store. It was my first experience with them and I will never go back. Such an inconvenience for buying furniture. I've had better service and delivery from low-end places. Good luck if you choose to buy anything from RH. Total disappointment.

We purchased a pair of "high quality" standing swing-arm floor lamps based on marketing representations and the appearance of quality. $716.00 for two. Both arrived defective: the base was loosely attached to the standing part (pole), flimsy and wobbly. Careful inspection and an attempt to simply screw the pole to the base failed: the gap was so loose on one lamp - an inch of separation - that we could see the machine screw and nut assembly inside, but things were not properly attached. How embarrassing and shameful that RH would not inspect items prior to shipment. One bad item could be happily exchanged if the other were as-represented and of good quality. Now we endure repackaging, return shipment, and waiting 3 weeks for return and refund to be completed. Ugh.

I purchased curtains from the RH website. After placing a call to customer service and specifically asking whether I could return the curtains to a store if they were the wrong color, I was assured that I could. Knowing this, I placed my curtain order. Curtain orders from RH incur enormous shipping charges of $75. The reason ordering curtains from RH is difficult, is that a customer is not able to view the actual curtains in any RH store. I was told that I could view color swatches for the curtains at the store in Boston but when I went to look, they did not have any swatches for the curtains I was considering buying (striped Thai silk). Not having been able to see the actual curtain or the curtain swatch, I gambled, paid $75, and ordered the curtains.

It seems most people only post their "negative" reviews. So I decided to post my "positive" review with RH. We do not have a store here in the Vegas area yet (I hear it's coming). Therefore, we visited the stores while in New York and L.A. last year. The service in the New York city store was exceptional. The service in the L.A. (Melrose) store was a little lacking. Anyway, I ordered the Lasalle Media Console, coffee table, and a sofa. I ordered the items at different times via online and using customer service. I have received my Media Console as scheduled. It is absolutely beautiful, very well made, and in perfect condition. The "white glove" delivery service was exceptional. I am very satisfied so far. I am so looking forward to the opening of our Vegas store - whoohoo!!!

I purchased a glider Sept 2, 2015. I was supposed to be notified Nov. 2, 2015 to let me know the delivery date. No notification. I called Nov. 6 to inquire about the chair. The customer service rep said the fabric was not available anymore. I asked what could I do? The rep said she would look into it and call me back. No return call. Called again in a few days. The rep said the chair fabric was on back order and she would call me back and let me know if I could get the chair. No callback.

I have had very mixed experiences but as my husband and I discuss the possibility of new furniture, and I was taking inventory of our budget and what we have, my upset over our purchases from this company resurfaced in full force. When my husband and I were first married we purchased - for probably a minimum of $10,000 - a bedroom set. We got two dressers, entire bed set and two dressers. After only a year or so the tops of the furniture pieces began to split and buckle. Now this many years later I still get upset each day when I walk in the room and see the state of these pieces. I have had to touch up the corners of the drawers, which we are very gentle on, every few months because whitish is exposed underneath the espresso finish. The side tables are now looking quite disgusting even though we use coasters and I use the suggested protective elements.

Like many others I have purchased thousands of dollars of RH furniture, bathroom hardware and vanities over the years. Started to notice issues with quality back in 2008 during 2 bathroom renovations. The laminate of two of the cabinets was starting to peel off. Paid to have a furniture repair guy fix 2x in one year. Made the mistake of once again using them for yet another bathroom renovation in our current home. In less than 6 months the vanity door is warped (will no longer close completely) and I just noticed this morning the mirror is starting to fail (black around the edges from moisture). In addition we have had a plumber out to fix the RH faucet which tightens up and prevents proper water flow. Customer service has been hit or miss over the years- sometimes very helpful, other times absolutely horrible (usually on the delivery end). I am done with this company. They should put the money that they spend on their catalogs into making a quality product.

I am infuriated by the discrepancy between the RH mega catalogues and the product/service. I received a catalogue which I think is totally over the top and have since cancelled. I was seduced, however, into buying some of the flameless candles. I ordered them on November 30. I ordered 3 different sizes, plus a remote. Total about $100 or more. So kind of a nice gift. But also, kind of over the top for fake candles. I received the remote first, the one of the candles a week or so later. The others have not arrived. I cancelled one. The other was supposed to arrive today - 4 weeks after I ordered it.

First of all, if anyone willing to shop at this store, my honest recommendation is to stay away for the sake of your credit card. After looking online for leather chairs, I walked into their store in Highland Village and wanted to see their leather chair. They said they can not display every time in online so I had no chance to see chairs. I did trust them and made an order that night on the phone and few hours later I had an email. As soon as I saw the chairs I realized that they were not the one I wanted. I called the customer service and store to cancel the order and make a new order. They said they need to charge me for the new order and then will refund me first wrong order. Even after couple hours later, that product has never been out of the warehouse. They did not cancel it, they even delivered to my house that I canceled it.

I had two negative experiences with Restoration Hardware. One seemed like an honest mistake (charging for an extra sham at their outlet store, which they rectified after the fact). Then I ordered a lamp online. When it arrived, it was not suitable for our room. We returned it, which was more than $20 to ship. When our credit card was refunded, the refund was $22 less. I called customer service, and they explained that the reason we didn't get the full credit was because the item wasn't incorrect or damaged. He explained that we don't get a refund on the shipping if it's an item we don't like. So, we are out $42 and have nothing to show for it. It was a pricey lesson, but the lesson was not lost on me. I will never shop Restoration Hardware online again.

MAXWELL UPHOLSTERED CORNER SECTIONAL. DO NOT PURCHASE THIS COUCH. Find something else. For 10k as it being my most expensive purchase I already cannot wait to buy another couch. After waiting 3 months it arrived destroyed. Then we had to wait another 3 months for a new one as these are custom... So yes that is a total of 6 months. THEN after a couple months the fabric has pulled all into little balls and the pillows are so slouchy I have to fluff them non-stop every single day. It's a nightmare. The couch looks so cheap. Yes it is very comfortable for sure, but the look of it is horrible. It is only my husband and I, we are hardly ever home so I can't even imagine what it's going to look like when we have children. Comfort I give it a 4 but everything else minus 0. Go somewhere else!!! Not worth the 10K gamble.

We purchased the St. James Dining Table in Antique Black along with several other pieces in early July 2015. We were promised this furniture by late August and it didn't arrive until Late September. While part of the order was not delivered the dining table arrived and could not be assembled as the bolts did not fit. Another table arrived in mid October and it was damaged, yet a 3rd table was delivered in November --it too was damaged and had been previously repaired--so RH knew it was damaged when they shipped it. Though we kept that table here to accommodate our Thanksgiving dinner a 4th table was ordered out. Imagine my elation when it arrived in perfect condition. The joy was short lived as the delivery people damaged it when bringing it into the house. (They dragged it across a screw that they had left on the floor.)

We fell in love with the Vintage Toledo Bar stools in Chrome from Restoration Hardware as they were PERFECT for our new kitchen. We received the first order of 5 bar stools quickly and upon unpacking the first one we realized an issue with the seat - it was tilted and as you spin the seat tilts up, then down. We proceeded to open the next 4 boxes and ALL 5 suffered from the same defect, some rocked back and forth as well.

I have recently made several purchases at the West Palm Beach Restoration Hardware store, and have never experienced such terrible customer service. In July my husband and I wondered into RH and fell in love with the furniture. We decided to purchase some curtains for our new home and wait to purchase the furniture until the house was painted. The sales person Martha was very helpful and arranged for Michael **, the interior decorator, to come to our home to measure the windows and advise us on which Living room, Dining room and Family room furniture would best fit our space.

Two bad experiences with RH and there will not be a third. First, we purchased very expensive planters for our rooftop patio. After a few years they all started to disintegrate. When we contacted the store and got into it, we were informed that there is small print that states that planters should be moved INDOORS during winter months. So sorry - nothing they could do since we did not move all our planters inside every winter. Oh, I live in Dallas too - you know those harsh Dallas winters.

We ordered a couch back in June 2015. August 2015 we received an email saying our couch was on its way and to expect a phone call about delivery by August 14. We never received an email & at this point we had sold our couch at home thinking the couch would make it. The day after our couch moved on to another home we receive an email saying it won't be delivered until Mid October. We call RH to see what the status is & why it changed - long story short they couldn't find our couch. HOW DO YOU LOSE A COUCH???

I ordered the cloud sectional and I will admit it looked good when they first put it together in our beach house. We noticed right away that we could not get comfortable on the couch. Even though it had a down pillow top it felt like sitting on a park bench, I'm really not trying to be sarcastic when I say this. I kept looking under the cushions to find out what was making it feel so hard and there is no reason I could find. After a week the fabric started to look wrinkled and worn out. It washes well if you manage to soil it, but no other redeeming qualities. I regret the purchase!! When people come over you can see the surprise on their faces that it's not comfortable and it's deceiving because it looks so soft. I gave it one star but I really wouldn't give it that. RH has other great couches that exceeded my expectations. Just stay away from the Cloud.

The $4,000 bedroom set that I ordered smelled like every harmful fume imaginable was sprayed in the interior. Just horrifying. Absolutely lethal. Because we ordered the furniture and did not use it for a few weeks until we noticed the foul odors, we were told we were not allowed to return them. Because I had ordered MANY other items in the past and never had an issue, I tried to let it go.

Marble table top 72 inch round table - Restoration Hardware should NOT be selling items they can't deliver. A table that was ordered in July has been repeatedly put on back order. AGAIN today it was pushed out until the end of December. I have unfortunately PAID for the table and the eight chairs. I want to get assurance that it is coming, which they can't. The customer service people were incredibly rude!!! Keeley said that they were "entitled" to put things on back order. The WORST CUSTOMER SERVICE experience ever!!! The furniture is overpriced, not high quality and terrible customer service. DO NOT BUY from RH.

Do not buy Restoration Hardware rugs! After much discussion this month, my dear husband and I bought two 9x12 rugs: Luz and Marca. Beautiful. This was a retail investment of $14,000. We had it two weeks, had a little spill, and all efforts to clean it made it worse (simply water and gentle scrubbing). We called two local professional rug cleaners, and the first one refused to touch it when he saw it was made of viscose - notoriously difficult to clean and maintain apparently.

Horror story from Day 1. Ordered dining room table and 8 chairs and was told (a) they would all be delivered, even at different times, by a third-party agent -- who would call me before delivering the items to our new vacation home (which would often be unoccupied), and (b) they were all available for delivery within 1 month. 1 hour later, the salesperson called to say the table was NA for 3 months.