Restoration Hardware Reviews

I am so disappointed with Restoration Hardware. After waiting 4 months, I received the custom couch I order completely wrinkled. The sides were also not straight as a result of the shippers wrapping it way too tightly. The couch is linen and was sold for $5000. I cannot believe how poor the quality is for this retailer. Last year I ordered 2 pendants which I realized were defective after I paid to have them installed. #Never again.

Bought a Maison vanity with marble top and vanity mirror. Initial delivery of top and backsplash was cracked. I called customer service and was told that next delivery will be December. Our master bedroom was torn apart for these pieces. After insisting that I need a replacement sooner, RH said 3 weeks. Today, the marble was delivered. I asked the delivery guys to open the merchandise for inspection. This request was made prior to this delivery to make sure that the pieces are good. RH's customer service and dispatcher confirmed this request. The delivery guys rejected but relented after I explained what happened to the first delivery.

Have ordered about 20 things from RH. Have had to call about 25 times with various issues, biggest being that every time I call I am given incorrect information. Things on back order keep getting pushed back... I'm told something is coming by a certain date. It doesn't, so I call. I'm told "it did not make the date we said, but it's going out today." I call again when it doesn't ship. It comes a month later. My faucet. I was told would ship in early August then it's pushed to late August. Then when end of August comes, I get a casual email that it's now pushed back to end of Sept. When end of September comes, I get another casual email that it's pushed back until early November.

We spent 3 long hours in their store Sunday picking out the outdoor sectional sofa we wanted, colors, fabrics, pillows, wicker base, etc. We loved the one we selected as we were looking for "comfort" in the pillows as our current sofa just didn't have that comfort feeling both with the fabric and cushion. After it was all said and done, ready to pay for it, our salesperson said, "the sofa you like does not come with those cushions. They are discontinued, but let me call customer service to see if I can get them for you." Obviously dumbfounded at this point because we have spent a good portion of our Sunday here, she comes back and says, "if you want those cushions, it will be an additional $6,000 dollars."

I purchased a Ben Soleimani rug from RH. It was the chunky braided wool. It was like I invited a herd of sheep to live in my house. The shedding was everywhere! I kept waiting for it to stop but it never did. RH agreed to pick it up and give me store credit but I'm very leery of the quality they offer. Almost all of their rugs are by Ben Soleimani and I don't trust the workmanship and wool quality. Don't like that I'm stuck with credit. Would much rather have my money back and be done with these really cheaply made rugs.

I must state that their in-store customer service is a bit lacking but over the phone, amazing! We have ordered many items and even they are not perfect, customer support has always fixed this issue, and quickly. Granted all of my items have always been in stock. We have purchased a sofa, a tv console, dining room table and chairs, chair cushions and a floor lamp. All have been beautiful. We did return the sofa since it wasn't going to completely work for us but it was gorgeous. Definitely would recommend!

I purchased a Ben Soleimani Striated Plush Wool carpet from Restoration Hardware. The rug immediately began sloughing off large quantities of wool fibers. After having the rug for about 3 weeks, I spilled a small amount of water on the carpet, and the water completely changed the texture and look of the fibers. I have lived with wool carpets my entire life, and this has never happened with any other carpet I or my family has had. To the credit of Restoration Hardware, they exchanged the rug for a new one. Shortly thereafter, Restoration Hardware discontinued the rug I had purchased. The rug has continued shedding fiber in large amounts for almost two years. The literature included with the rug stated that shedding might occur for a short time. Additionally, the edge of the rug, in a completely un-trafficked part of the carpet, began to unravel.

We spent $3500 on an outdoor fire pit. After 3 years it no longer fires up. We are not handy people. We called the 1-800 number which was useless. Then, we called Restoration Hardware which was equally as useless. We are very frustrated at the lack of technical support.

RH probably has the worst customer service department in the US. I've read the bad reviews online before making the purchase, but still I really wanted the item I purchased so I went for it. First thing is, I was supposed to have a trade discount, but they find a way not to give it to you, saying the item is on sale and had a better price I'd get than with the trade discount... Right... Yeah. Then the item I bought online arrived damaged.

I was in the store and decided on sconces and chandelier. I asked if they would be going on sale. The sales person said, "Yes, in a few days." I said I would come back. She said, "Don't worry. I will put in it the computer on the sales day and you can buy it today." I wanted to split the cost between my RH credit card and a Visa. I wanted a certain total on each. She said, "No problem." Of course when I got the bill I hadn't received the discount and when I called the accounting they could only take the discount off one credit card. So in essence they left the larger amount on the RH credit card because their interest rate is higher. Complete **.

I ordered the Cloud sectional 3 months ago told delivery would be July. Moving forward July I was e-mailed "your order will arrive July 10th between 2 & 4 pm." Now let's move to 3:30 pm. I am concerned. Call RH to make sure we are all good. Great customer service. Girl says "I will check and see if any notes are on your order **." Comes back with "Appears all fine. No delays. Should be there soon." Now we are at 5:15 pm. Call RH customer service. Again another wonderful girl tries to help me. After checking the notes and a brief hold she says she is going to call the trucking company and see if we can get an ETA on the delivery. She patches the call to the trucking company. A girl come on and says she will call the driver and let me know what the delay is and please hold. Around 8 minutes goes by and she comes back tells me she is having difficulty in reaching the driver and please hold.

I am summarizing because I can hardly bear spending more time on this situation with Restoration Hardware!! After replacing several orders I was notified 2 days later that the items were on back order. One of the orders was a gift for a baby shower that I was attending in 7 days. Paid for 2-3 day shipping and 2 days before the shower -- no gift. I had to spend an hour on the phone trying to locate the gift and resolve the issue. I also had several items that were NOT shipped with the original order which required another call to RH!

Just want you to know, ** delivered my double professor’s chair and removed the one that was being replaced. You should know they were very professional, courteous, and considerate when in my home. I think many times people complain but don't take the time to praise. I want this to be on record that ** and his moving partner did a great job. You should be proud of these members of your staff.

After purchasing a bed room set, a dining room set, and various accessories, I'm both upset and dumbfounded at Restoration Hardware. The bedroom set ($7,000.00) was delivered with a missing nightstand. The delivery guy was more worried about himself getting in trouble that he did nothing to appease me, but to tell me someone would call me with a delivery date. He did not know where it was. I was informed they would call me on Monday (delivered on Saturday). I waited until Tuesday evening to call them to find out what the status was... customer service informed me it was missing and they were trying to find it. They could have just sent me a new one, but instead insisted on trying to find it.

Two years ago, we purchased a Belgian Track Arm Sofa 72" wide in linen. Loved the look but started having huge problems with the cushions shedding large amounts of down. Always had to plump up the single seat cushion to keep it looking great, and it would just shed more and more feathers. Finally, through great customer service through the manager of the Indianapolis store, the cushion was replaced for the seat and the back cushions with the standard poly/foam fill. It is outstanding. The cushions look good, sit well, and do not shed! Must commend ** for excellent customer service of the highest level. Maybe the product should not have done this, but the manager went out of his way to correct the situation. I will return!

Add me to the list of unsatisfied customers of RH. Ordered 4 custom dining room chairs in Dec 2014. Order # **. Now June and I still don't have the chairs I ordered. Twice they sent the incorrect chairs out. TWICE! They no longer make furniture in USA but in China. Custom made in China, what a joke. I cancelled my order. Will cut up my RH credit card and never do business with them again. Very poor service. Buyer beware. Search online for stores that actually make their furniture in the US. RH is a joke. I will order chairs for my dining room from another company. RH needs to be put out of business.

I ordered a vanity for our bathroom from Restoration Hardware and was really shocked at the flat 199.00 shipping rate. I though it was very high price for shipping. I read a lot of reviews and was very wary about the service, and even though I had issues I have to say they did everything to make it right. I'd like to give credit where credit is due.

My expectations of Restoration Hardware were quickly diminished when damaged furniture reached my house. After attempting to replace the furniture the replacement furniture was also damaged. I decided to keep the original stuff at a discounted rate. When trying to make payments on a special "no interest" plan be careful. They do not allow you to make payments or automatic payment very far in advance, leaving the chances for you to have late fees greater. The final kick in the pants was the final payoff date being unclear due to the damaged furniture being delivered. "Final Result" having to pay an extra $2000.00. Thanks Restoration Hardware!! Keep it!! We won't be back!!!

In 2011, I purchased a slip covered Belgian Slope Arm Sofa and Chair from RH. The delivery was delayed but it wasn't a big problem for me. Fast forward to May 2015. It's time to get new slip covers for my sofa and chair. I go on the website and add them to my cart, along with some other items. Fortunately, my cart timed out and I had to re-do the process. The second time around I noticed that the chair was somewhat different than the chair I bought 4 years ago.

I posted a review in May about my experience with RH. They have been great about fixing the issue, thanks to Vanessa, an excellent Corporate Operations Coordinator. The bed was replaced with no hassle and basically white glove service, with a huge discount. The sofa came around its original scheduled date. The cushions had a little tear, but new ones were delivered as soon as they could send them.

Virtually everything I've ordered from this company has completely fallen apart in weeks. It's unbelievable and borderline fraudulent because they KNOW that they're selling junk that doesn't even resemble what they display in their "Galleries". It's infuriating that they market this stuff as "crafted" furniture by these serious looking experts when it's all made in Chinese factories. I can't wait to see them go out of business after all the people they've screwed out of their hard earned money... SHAME.

I am a physician who as an anniversary gift for my wife bought her a dining room set from Restoration. Belgian Slope Arm Slipcovered Armchair, Belgian Ladderback Upholstered Side Chair, Salvaged Wood & Concrete Trestle Rectangular Dining Table. Unfortunately, this ended up being one of the worst retail experiences I have ever had. I ordered 10 dining chairs and a trestle table totaling $7000. Almost four months later I have received the chairs and yet no table. I've called over eight times to the customer service center with promises of "making things right." And yet, I still have a bunch of chairs and no table to go with it. The company has no explanation for their multiple bungles.

Before making my RH purchase, I must say I was leery. All of the bad reviews really had me concerned. My purchase was over 9k. I did receive a lamp that was missing a piece, but the movers actually caught that and sent it back. I received my replacement w/ no problems. Then, 4 MONTHS that's right, MONTHS, after my purchase I actually decided to open the stag head I purchased. (It's large and I was waiting for my handyman to hang him for me). Upon opening, I found he was much too large to find him a spot in my home.

The Belgian Track Arm sofa looks gorgeous online and even more gorgeous in the show room. I ordered one in July/August 2014. I won't bother going into the details of the multiple delays on delivery, plenty of other customers have described that problem, and it IS a big problem. But OK. I got over that. Now it's April 2015. I have had the sofa for several months and it is time to wash the slipcovers (Belgian Linen, natural). I removed the bench seat cushion slipcover and the two back cushion slipcovers. Washed them per instructions sewn into the seam of the slipcovers: DO NOT DRYCLEAN. Wash in cold water. Check. Air dry out of bright light. Check. Put them back on the sofa.

My Husband ordered a Sofa for us and it was to be a custom order. We were asked for a deposit. No problem. My husband then looked at his account which had been debited four times. He called Restoration and spoke to a customer service rep. who said “we just want to make sure you can afford the sofa”. The sofa was to have cost us 4,000. My husband’s account was debited $8,000. We are about to cancel this order. We are also going to our bank to make sure no other charges go through. Oh by the way the reason we bought a new Sofa was the last one was falling apart. Which we also bought at Restoration. We gave authorization for one charge and one charge only. I will never do business with this company again.

I have spent $35,000+ with Restoration Hardware (both store and online) the last few years. Most was spent on outdoor furniture, a guest room, and bedding as well as bathroom towels, etc. I have had mostly great experience with customer service, delivery guys, and store associates. The other reviews are not representative of my experience, although maybe Red Bank, NJ, store is superior to others (several complaints on consumer affairs is in California).

PSA: DONT EVER BUY ANYTHING FROM RESTORATION HARDWARE!!!! I ordered 2 pieces of furniture back in September... 6+ months later, hours at the house waiting on 4 deliveries due to broken furniture at first attempt, countless hours on the phone and one massive headache dealing with one HUGELY INCOMPETENT company, we now have furniture. We actually have an extra piece because they failed to take the broken piece when they delivered the replacement piece, even after I asked them to do so. The best part is that all of the delivery companies agreed and said that ordering with RESTORATION HARDWARE is a huge cluster. JUST A WARNING!!!! I would have returned all of the items but it was the only place that I could find that had a buffet long enough...

Think twice about buying items from RH. They are cool, but not always good quality. When you need to return an item, the customer service is poor. They say they will send emails and they don't. When they send a return label, the address was missing - lots of little hassles made up our experience. We ordered a number of items, and some had to be returned. RH was "unable" to send me a summary of my purchases and returns, so it is impossible to know if I've been credited properly for the returned items. The dollar amount of the returns is different from the purchase price, due to tax and shipping charges. Overall a frustrating experience.

I have multiple furniture pieces from Restoration Hardware and they are beautiful and the delivery of the pieces has been fine. However, a word of caution for bathroom remodeling and in ordering vanities and the marble top. We are on our fourth - yes fourth delivery. In the first delivery the marble was chipped on the edge, the second delivery it was cracked in half and on the third delivery the vanity top was fine. Unfortunately the back splash was cracked. Either it is sent to the delivery company damaged or the delivery company damages it - I don't know.

We ordered two EDISON CAGED INLINE DOUBLE SCONCE and two EDISON GLASS INLINE DOUBLE SCONCE to be placed above our bathroom mirrors. The fixtures look great and at ~$200 each they would have been worth the money if they actually provided light. Their lack of light is actually comical. They provide about as much as a nightlight would. I suppose if I had a bathroom in a brothel the lack of light would be perfect, but I don't, just boring old bathrooms requiring enough light to see ourselves in the mirror. The fixtures come with 20 watt bulbs but will take 40 watts.

I have purchased many furniture and decor items from RH and 75% of them arrived broken or made with poor quality craftsmanship or materials. RH keeps replacing them but the new ones arrive just as bad. I don't understand how this company is still viable when I look at the way they do their business. I am returning yet another bookshelf which arrived with its metal frame severely bent. Customer service says that they will verify the replacement items but they don't do it. I am tired of hearing "Sorry for the inconvenience", all I am getting is lip service from this company. I have never experienced such insulting behavior.

We bought a beautiful natural wood trestle extension table and 10 chairs at the San Francisco showroom on Henry Adams. We were told the table is completely unfinished and required sealing and recommended a few products. We used a product called "Rubio Monocoat" in Pure (no pigment). We tested the product on the underside of one of the leaves and it turned the table a beautiful warm amber. But when we sealed the tabletop it turned DARK BROWN. Turns out there is a proprietary finish that is not disclosed on the website or catalog. We spent the next 2 weeks with customer service (Julie) who was great but there was little she could do. We were told we couldn't exchange the table because we had cosmetically altered the table.

I bought this file cabinet at RH warehouse sale in San Pedro, CA. When it finally arrived, I attempted to place files in the drawers only to find that the drawers were designed and built too shallow to accommodate file folders. I searched the Internet and found many others who have had this problem. These issues were dated far in advance of the date that I bought my cabinet. Thus RH was well aware that their product was defective and sold it to me anyways, with NO disclosure. When I contacted their consumer service department I was told that I was out of luck because I had bought it at a warehouse sale. I would understand if the issue was damage, but this product came off the boat from China defective, RH knew it and took my $600 anyways.

I ordered several pieces from RH which included a petite Maxwell 8" sofa and a Lancaster classic corner sectional which costs me $20K+. I was aware of the non-refundable 50% deposit which was taken when my custom order was placed. However, I was not aware that RH will also confirm if you have enough funds in the bank account by doing a pre-authorization check. Not only was my card overcharged, but RH also charged my card for the total costs of the sofas ($10k+). I called RH asap. The rep can only say that the charge was only to verify my account had enough funds and that the charge will go back to my account in 7 business days.

I ordered a bed on Nov. 30th, and twice the delivery company called to say it was broken. When I asked for compensation for my now 2 month wait they said they would not tell me what they would give me until a new bed was ordered. I spoke to two supervisors and they just didn't seem to be able to do anything. I have bought a whole living room full of furniture before from them and I guess they don't mind losing a customer.

I am writing this review because I think it's important to acknowledge when businesses are making an effort to do things right. We usually take the time to provide feedback only when we are displeased with our experience. So, here I am.

One would think that if you spend a few 1000s dollars in a store, you would expect to receive items as they were sold, in time and not broken. Well I guess that is not the case if you are purchasing from Restoration hardware. First order was delayed, delayed, and yet again delayed. After numerous calls and complaints, they finally were scheduled for delivery a few days later. Sadly though two items were broken on arrival and a leather chair ordered in one "customized" leather which is not only displayed online but also seen on the floor in the store, was drastically different. From a medium brown, I received a Dark Espresso, almost black. So I reached yet again to the customer service who advise I would need to return the leather chair in freight, in its original box...which the freight delivery service had removed. Hence TOUGH LUCK!!!

After relocating from England to an apartment empty of furniture I decide to invest in some pieces from RH. My bed and dresser came 7 weeks later than they said. And my recent purchase of nightstands and a sideboard were just the worst customer service possible. The dates got pushed back 3 times and when due for delivery they delayed my piece by a further 4 weeks. I had to call to find out where it worse. Oh and this means they pre-authorize and pre-authorize your card as many times as they feel like until they finally allocate you your piece. Every single order of furniture has required numerous phone calls, hand-holding and chasing. Its absolutely the worst unreliable service!!! Do not shop here if you need anything in a timely manner. They will only lie and create false expectations!!!

During a master bathroom remodel, we misplaced the wall mounting brackets for the RH Dillon pivot rectangular mirror. Either the builder or the owner before us purchased two Dillon mirrors (24"x30") for the master bathroom and they were the only thing worth keeping as we remodeled. Alas, when the bathroom was finished and we put one mirror up, we realized that the brackets for the second mirror are nowhere to be found. I called RH in Georgetown and was told that they cannot mail me just the brackets, they would have to send the entire finial, at $75 + S&H for each.

What a nightmare. I placed an order online (restorationhardware.com) on 11/08/2014 (more than 3 months ago) for a sofa and was told that the delivery company would contact me by 1/6/15 to arrange delivery. Nobody called. Then I received an email indicating that the delivery company would contact me on 1/7/15 to schedule the delivery. Nobody called.

I have purchased many items from Restoration Hardware over the last 5 years for myself and others as a purchasing agent. I don't know why I keep coming back. They have the worst delivery service and customer service I can imagine. Every order I have ever placed that required freight delivery has been messed up. I've had broken items delivered, wrong items delivered, items that they say were delivered but weren't and most recently I ordered something that could only be delivered on every other Tuesday - no other options. Fixing all of these problems has required numerous phone calls and caused months of delays and aggravation. I love RH products but I've finally decided it's not worth the headaches. I am done with RH.

Ordered the pre-lighted Birch Trees for a design client. This will be my last RH purchase, as I am tired of having to apologize for the disappointment in my clients. The finish on these trees looks like someone spray painted them white, then took a nail polish brush and swiped a few random black slashes along the trunk to mimic a "birch" tree. The details are neither realistic, quality, consistent or artful. Cheap-looking (though far from inexpensive) and just plain misrepresented by the picture in the catalog. Called the store and was told that without the packaging the trees came in, they would not accept a return. I will never order from RH again for any of my clients, anywhere.

I ordered a velvet coverlet with two matching shams, paying of course the Total shown at checkout. A couple of days later, I was viewing my online bank statement and discovered that this Total had increased by $63!!!!! What this deceitful company did was to charge the tax after the fact. So, I approve and pay one total only to realize that, without my approval, they increase my bill!!!!! I called and told them that I had agreed to pay the Total stated and wanted the extra charge refunded. I said to them that just because they had a poorly designed site didn't mean I could be charged more after I had already payed what was called the Total. Oh my God, they were awful and began lying to me in order to avoid having to refund me. Also, they are in the United States, I'm in Canada. Are they even allowed to charge Canadian taxes at all???? P.S. that's my first and last order with RH.

I recently ordered $500 worth of goods from RH. One of the items in the order was a throw blanket for my couch. Upon receiving it, I cleaned it and it is shedding all over my clothes and furniture. I called RH to find out their return policy and they informed me that cleaning the product is "altering it" and that they wouldn't honor ANY return at all, even though it's only been a week since I've had it. I think this is absurd, considering I paid $100 for a throw blanket. I shouldn't be wearing it!

What could possibly be the reason for the RH gift card I ordered not being delivered by the date promised on the website? A tiny card in a tiny box! I ordered online and received a confirmation on December 9 -- the confirmation stated I could expect delivery "on or before December 18." I received an email on December 13 saying that the card had been shipped, but by this morning -- December 20 -- the card still had not arrived. I had to send the Christmas package to my daughter this morning without the gift card.

Recently ordered several Christmas decorations from Restoration Hardware. Looked great in the catalog... Waited 3 weeks for some star garland. Took it out of the box and then at least 3 stars fell off. Was able to superglue back on but shouldn't have to do that for the stupid amount I paid. Next I waited 5 weeks for the winter wonderland snow flakes. Opened the box to find several points on the snowflakes crushed and only half the lights working. Can't and won't fix these. They will be going back... Can't wait to pay return shipping for something they screwed up. The lesson learned? Don't order from Restoration Hardware. Cute stuff but expensive, bad quality and just stupid shipping times. They really must have little elves making each piece on demand. Really ridiculous!!!

We recently purchased 6 Quincy knobs for our bathroom vanity and closet in the polished chrome finish. Not even 8 months later the finish on two of them is flaking and peeling off. The metal flakes are falling on my bathroom floor and I am concerned about my year old granddaughter eating some of them. Obviously they are poor quality and defective, made in Taiwan not USA. I called customer service and they are replacing them, but we still have to pay for shipping. They said they have not heard about this happening before, but will contact the vendor. For a place that tries to seem so upscale, their products do not live up to expectations.

I placed three orders since 2013. Every one of the orders ended up in a disappointment. I do realize now that RH is a foreign company operation in USA. How difficult for a company could be to respect the contractual agreement:

Just dropped $3k on furniture as I didn't want to cheap out and get some toxic fumed furniture from China. So we buy from RH paying $3k....only to find out it's made in China. Yes, our fault, we should have asked before we bought.. But instead we assumed that the premium was justified. We assumed wrong. I'm still SMH.

I ordered a couch, chair, 3 tables, two lamps and a rug in early October. I was told it was a special order for the leather furniture and it would take 45 to 60 days. My biggest concern was that I needed the furniture prior to Christmas. I was even reassured by the saleswoman in the store that I would have it by then. I called 4 weeks after ordering and was told my furniture looked like it would arrive around Dec. 9 and I would get a call to set up delivery. In mid November I called again to follow up and was told I would not get a call for delivery until December 23! (Keep in mind once you get the initial call it takes another week or two for delivery to your home). I was furious and asked to speak to a supervisor.

I was shopping at RH and purchased some things. I asked them to validate my parking ticket and was informed they would not do that unless I spent $100! Are you kidding me?? I have never had a business require a certain dollar amount to receive a validation. Talk about terrible customer relations. I will avoid RH in future.

After having read so many negative reviews about Restoration Hardware I was reluctant to purchase anything unseen. I'm glad I did. The furniture is gorgeous. It all looks exactly as it does in the catalog and online. It arrived on time and was delivered without any damage or other problems. I'm not sure why so many people have reported problems. My dealings with RH were perfect. When I recover financially from this bathroom furniture purchase I'll be back.

I ordered the Costa Collection (and yes almost the entire collection) and ordered two chairs, two chaise, tables etc... Spent about $15,000 on just this collection and order alone. This order was placed March 2014 and was promised by end of April 2014....it is NOVEMBER! We have received a NEW notice these items have been pushed back AT LEAST 5 times now. And now the new estimated delivery date is JANUARY. This is so completely unacceptable. I would not have purchased if in March they had said delivery would be NEXT YEAR! I think it was a huge scam by the company to sell a product they didn't have enough of, and switch you to the other. They have offered several times to "find a different suitable product." Most are probably so frustrated and just want furniture that they fall for that bait and switch tactic.

I ordered the Maxwell petite 6' sofa, chair and ottoman from Restoration Hardware. I'm very disappointed with my purchase. The chair and sofa are rock-hard and there is no back support. I've had the items for almost a week and my back hurts every time I try and sit in them. It's incredibly disappointing to have no recourse whatsoever with the retailer. Beware. A company that has a no-refund/no-exchange policy! They don't stand behind their product because they know it's sub-par!

Ordered a lamp online. Draconian return policy was not outlined prior to purchase nor in confirmation email. Received said online lamp, am dissatisfied with quality. When it arrived, the packaging was damaged, the lamp did turn on but who knows whether there was longer term damage due to damaged packaging. Paid $25 in shipping only to be told items are NOT returnable in store and can only be returned online, spend another $31 shipping it back to RH. Total cost of $50 to return a product that arrived in poor condition and was not allowed to be returned to a store 1 mile away from me. Restoration Hardware bills itself as an upscale home furnishing store but employs policies akin to your low end furniture depot. I will likely never order anything from them again. Extremely unhappy with the customer service and extremely unreasonable return process.

Tried to return a blanket, purchased online, that turned out to be the wrong color (in pristine condition, unopened from plastic wrap). OMG, you'd think the world was crumbling. The stress of dealing with this stupid pompous company was beyond belief. It is a travesty that they are still in business.

We just recently ordered over 5k in items online. Delivery went well as usual, unlike some I hear, other than near holidays sometimes months to get. We had chairs, counter stools, 2 benches with storage, a wood table, and a beautiful piece for our bathroom. Upon delivery, the one bar stool so lopsided they said keep and contact RH to exchange. OK... then the bathroom piece requires a key to open, no handle. 1200 dollars plus their shipping, lock won't work. I offered send a new lock and I will replace as the rest looks perfect. Today a bench, one of 2 had a tag on it, one stamped Pass, the other no stamp. Well the inside the lining sewn poorly, and a bulge in front of the piece. So I called, another will be sent and swap... The bar stool January before available? It's October.

I'd like to first mention that a few months ago I ordered the round 17th century monastery table in grey acacia. So I'm familiar with this line of furniture, finish, and wood. Love it, however, not the case with the rectangle brown acacia monastery table, which to my dismay received yesterday. As one of the previous posters stated, base is the same, but top is undoubtedly not what is represented on the site. First of all, the entire finish is deep dark brown, too brown, more like espresso, which is made worse by the fact that it seems to be veneer, and not solid wood, like the round one we have. When you take photographs with a flash, you can clearly see the shine of veneer-like surface. The photo/product on their site displays a piece that has a very butter-like smooth matte finish. The table we received yesterday has a very deep pronounced grain to it, that when you run your fingers over the top you feel you would get splinters if it was real wood. The table on the site is a soft powdery brown, but this one is a deep dark castle Gothic brown.

Recently I purchased a leather sofa, 2 club chairs and a coffee table from RH. The quality is TERRIBLE - the sofa table appears to be a metal "tiled" top (that's the intended design) but it's really a cheap piece of metal that is glued to a piece of plywood and screwed into a base. Part of the metal top is coming "unglued" and curling up at the corners (UGH!). The leather quality on the sofa is HORRIBLE! The slightest thing marks the sofa and the cushions are not even leather all the way around - the part that sits in the sofa frame is fabric - so...you can never flip the cushions because they only have leather on one side (who would ever imagine such a cheap design). But the biggest problem is the club chairs - they were not on the show room floor so the sales girl assured us that the proportions were correct and then showed us a picture on the RH website. 2 problems - the proportions are a disaster - they look like chairs for midgets or mice and the back cushion on the chair is actually SHORTER than the back of the chair!!! (and, NOT AT ALL as depicted on the website).

My boyfriend and I have had a terrible experience with the customer service with RH. We built a new construction home and just made settlement last week. We were browsing RH during the Friends and Family sale in April and fell in love with several items. We were promised by the sales associate that we could place the items on hold until our home was completed. Awesome, hold was placed, deposit made, out we went. Three days later, we get an authorization on our bank account for the amount of the full sale, and a call from the shipping company to confirm delivery. We spoke with a customer service rep at RH and she returned the items and placed them on another hold - promising it wouldn't happen again.

I am so sorry I did not read this site prior to purchasing a sofa from RH. I ordered a custom down-filled cushion sofa this past February from RH (although I see from other posts that it is likely foamed filled with a few feathers here and there). When the sofa arrived in early May it had an incredible odor in the cushions -very moldy smell. It was so bad that my husband and I could not sit in the den. I called Restoration - they said they would have a "furniture doctor" come and look at the furniture, or as the case may be, smell it. About a week later RH called back and stated that they would send us new cushions (Guess the doctor had other calls to make). In the interim I called Amex and told them that I would not pay the remaining money owed on this order until it was delivered to me properly.

I should have known better based on all the bad reviews. The date for item to arrive in stock is total false and misleading. They just try to get your order and then you wait months for the item just so they can keep moving the date with no end in site. I will never be purchasing anything from them again. It's just a waste of time. Now I have to look for another product to fit my needs and go through the waiting process again. Hopefully the new company I choose will be more ethical about giving correct dates.

This is the letter I sent to Restoration Hardware: I feel compelled to share my experience yesterday at your Crystal Court store located in South Coast Plaza, Costa Mesa California. I will begin with this. I hope to someday own a business so successful and profitable that I can turn away a $2000.00 sale to comply with a nonsensical company policy. My wife and I were furniture shopping. We were looking for some type of visually interesting chairs to be place adjacent to our new fireplace. As my wife and I strolled through the mall, I saw two lovely aviation styled chairs just inside the entrance to your store. I made a direct line to the store to further examine the chairs. To my delight and amazement, the chairs were marked as "Floor Sale" items and included a sizable discount.

I purchase a beautiful faucet at RH around two years ago. It now has blemishes and rust. I called RH to see what I could do to fix the problem. Their response was: “...we have reviewed the photos you have submitted as well as the instructions Stephanie has provided to you. Unfortunately, we do not have any additional care instructions or recommendations on how to remove the blemishes shown in the photos. We apologize for the inconvenience.” RH response in unacceptable. This is hardly an inconvenience; it is appalling that they do not take responsibility for the products that they sell.

We placed an order for Ovieto chair based on seeing the chaise in the store and being reassured that the chair would be of similar fit. What a disaster! After paying $2500 for each chair we received a completely useless product which is neither chair nor chaise. Customer Service wanted nothing to do with it as they deem their product custom orders. We stopped by the store and all they wanted is to sell us new product - not even slight interest in helping us resolve the issue. Horrible, horrible experience. DO NOT BUY HERE!

We ordered the very cool 5 light, 20th C. Filament Glass Cafe Rectangular pendant. Ignoring all the issues with it being back ordered and extra delays...My husband is very handy and does extensive electrical work at our house. This was the most time consuming install! The 5 cords came (I believe) 8 ft long. Well we have standard 8-9 ft tall ceilings. My husband was not happy that he paid over $500 and was going to have to rewire the entire thing. Additionally the box was too slim for the thick cord to fit. It would have been nice if RH let the customer pick the size of cord to save a lot of work!

I received a lamp from RH from my wedding registry. The service rep never bothered to mention to my gift giver that the lamp shade was sold separately. When I called to order the lamp shade, it was on back order for months. Months later, I still never received my lamp shade OR any communication from RH about it. When I called to see what the issue was they said, "Oh I see that your lamp shade is on back order for another month". Seriously!!! I should have returned the lamp but I'd already gotten rid of the packaging and shipping it back was more of a hassle than just waiting for the shade. Needless to say I'll never put a RH product on a gift registry again.

2 months ago, we purchased (2) St. James bathroom vanities from RH with painted finish. There is a smell coming from the inside of the cabinets... We've had two plumbers out to check the smell and both say it's coming from the cabinets. We've wiped them down and still the smell persists. The smell is sour and unpleasant. We spent a lot of money to renovate our master bath and this smell is disgusting. Anyone have a similar experience with RH furniture? Did the smell go away? Any suggestions? Thanks.

The mirrors were in the store in the finish called natural (they only came in natural or black). When they arrived they were a charcoal grey color. They took them back and assured me they would be inspected before shipped. After two months I called as I heard from no-one, the manager said they were inspected and they would be shipped in two weeks. When I called three weeks later another manager told me that they were never inspected and the manager who said they were, was fired. He called me back after a few days and said that unfortunately all of the mirrors have a charcoal grey color and was very happy to cancel this order. How can this company stay in business? These products can be clearly seen online and anyone who orders anything, lots of luck to them, never again!!!

We ordered an armoire from RH baby and child, obviously expecting furniture that would be suitable for storing baby supplies. When it arrived, there was a strong toxic smell, and it was full of dust (looked like sawdust and paint residues). The delivery man even asked to wash his hands after setting it up (his hands were black). I hoped for the best, because I have admired their furniture designs for so long, and finally had the chance to order something.

We made an order of 5 pieces of furniture from Restoration Hardware. Their staff were excellent. However their ability to get the furniture delivered in a timely manner was horrendous. I confirmed delivery of the pieces as I had scheduled an important dinner engagement with a US Congressman and his wife for the following week. I needed to dispose of my current table prior to the delivery and the dinner engagement. One of the pieces was a large dining room table (beautiful piece of furniture). However, the bases of the table were delivered. When I inquired about the missing top (an essential part of a dining room table) I was told they did not have it? My table from Restoration (yes they charged me for it).

I spent a great deal of money and I have in denial because I did not want to admit that I made such a huge mistake but my sofa is not comfortable at all. I have had it for at least a year and it really is horrible. I'm pissed. I am not a person with a lot of money but value comfort. Restoration Hardware does not make a comfortable sofa!

I am not a rich gal.. I cannot fathom spending thousands on furniture or accessories. I am pretty simple, plain Jane.. but for my birthday I wanted to splurge just a little on a new throw for myself. I have always wanted a luxurious chenille throw for our cold Colorado nights. So I went to the RH store in Cherry Creek, they didn't even have this blanket in the store for purchase.. This is back in MAY so I ordered one to be shipped, which took approx 3 weeks to be received. I didn't wash it, used it ONE time while lounging, and the whole end of one side became SOOO tangled and matted that it literally looked like giant tarantulas hanging off of it. I tried desperately to untangle them, to no avail..

First of all, we read the reviews regarding RH online ordering and we chose to anyway because it was the Last Day of the annual sale 2014. After admiring the items at least 3 times over the year in the Dallas, TX store, we knew what we wanted. Then we got the 17 lb catalogs (that people complain about) and verified the sizes, colors and measurements in order to get the best fit. Unfortunately - We could not go into the store as the reviews recommended. On Tuesday, we ordered the St James 11 drawer dresser in antique natural and the 97" tall single Parisian, Cornice shelving (and then crossed our fingers!). They called the next day on Wednesday, called again on Thursday to confirm delivery on Friday.

We purchased 8 Maritime Chairs and a flatiron table. The quality that was shipped to us wasn't even close to the quality in the showroom. The table was suppose to be rustic. It turned out to be primitive. We use better quality timber for crates and pallets then was used on the top of this table. The chairs came in, two of them have cracks in the leg. Of the other chairs, some of the legs may have seen a piece of sandpaper before staining but most of the legs are rough and splintery. The table already went back and the chairs are going to be on their way shortly. My wife and I both agree that we will not shop there again. I feel that the company became successful from nice design and initially good quality. Now their money is going into marketing and finding the absolute lowest bidder to fabricate. It is apparent that quality is not important to this company.

With the help of in-house designer Nicole, I purchased two custom leather sofas from RH at the Cherry Creek Mall location in Denver, Colorado. I researched the RH sofas online and knew which sofas I planned to purchase. Before pulling the trigger online, however, I decided to call the Cherry Creek RH store. I spoke with Nicole and asked her if I would be better served purchasing through the store or online. Her specific reply, "Yes you should order through the store. First of all, if there should be any problem with your order whatsoever we will be here to help you, and to go to bat for you if necessary. You're protected. Second, ordering through the store validates having a local RH presence in the Denver market. Third, you can physically see, feel, touch, and actually sit on what it is that you will be ordering." All good reasons.

I will begin by saying that their customer service leaves a lot to be desired. Hence the 4 stars. RH really needs to invest and have their representatives go through product knowledge training so that they can better serve their customers. I have purchased both stock and custom pieces and to date have not encountered any issues. With that said I recently placed an order for custom chairs and I am now keeping my finger cross.

I do not believe I have ever engaged in a consumer transaction with a more arrogant, ungracious and ungrateful business/company. One substantial clue to this is that obnoxious catalog package weighing about 30 pounds, The thought of the trees that had to be sacrificed for this is sickening. I wish I would have seen the reviews from this web site before I ordered anything from RH. Now I will simply try to educate people. My issue with RH is its poor customer service. Especially in light of the prices that RH charges. Based on some of the reviews, it does not seem that customers are paying for quality.

I ordered a dining room table and chairs. Remarkably, the captain chairs did not fit under the table. Very disappointing after waiting over 3 months. In calling customer service to resolve the issue, they initially recommended altering the table to allow them to fit?! Amazing considering I ordered the exact set they display on their website. In the end I had to replace the Captain chairs with regular ones... a concession you don't want to have to make after spending over 5k. Very surprised and deflated to see the merchandise is manufactured in China. I highly doubt that I will return to shop for any high priced items with this vendor in the future. There isn't much in the retail world that feels worse than the realization you've been ripped off. I categorize my experience akin to walking into a luxury hotel lobby and having my room turn out to be a shanty with a sleeping bag on the floor.

I went to the RH website in hopes of writing a review on their website. Interesting that is not an option. We bought the Churchill leather recliner a few years ago. Every time someone sits in it, we are reminded of how much we do not like it. The leather is SO loud it is actually hysterically funny! Our first recliner broke soon after we received it. The leg rest would not close properly. They sent out a repairman. It worked for a short while. They refused to replace it, but I was very aggressive and they finally did. Now we just don't use the leg rest too much to preserve it. And we just count the noisy leather as music.

This is a mixed review. If I could rate the Short Hills store and the merchandise separately, I would. I've ordered through and shopped in the Short Hills store a number of times. I have had nothing but great customer service each time. I know others have had issues with delivery, but here, again, it's been nothing but pleasant and issue-free. Where it goes downhill is with the actual purchases. I ordered dining room chairs in April that were scheduled to be here in June. I then get an email that we're now into late July before my "custom" chairs will be. Really? 3 months to slap their own fabric on a chair? This could drag on even longer....

Like many other people, I received the 17-lb. pack of Source Books, and, to my husband's displeasure, spent $35 sending them back to RH's HQ. Yesterday received quick delivery of "vintage" curtains from "Baby and Child" book - cheap India-made material, which ripped and pulled when inserting the drapery pins. They cannot be washed, but dry cleaned. How practical is that for a child's room?

I went to their flagship store in Boston and liked a bed. I then called the sales person who helped me in the store to place the order. After 2 days and several messages indicating I was going to place an order, she never called back, and I finally ordered the bed with someone who happened to answer the phone. A minute later, the sales person called back! That was the easiest part. The company they use for delivery has a 1 star rating on Yelp and deserves it! I had terrible experience with them and a month later, we are still trying to arrange for delivery.

My wife and I made a visit to the Restoration Hardware on Memorial Day in Columbus. We really liked the furniture and proceeded with a large order of over $30,000. The next day we wanted to change 2 chairs on the order. They were custom ordered with an August delivery. We simply felt we liked other chairs from them better. We were told that since the order was too far along (Really?? We placed the order late in the day the day before!) so we would have a cancellation fee of $1700. Are you kidding me?? I placed the order yesterday! I was so pissed I cancelled all of the non-custom part of the order - $25,000 cancelled.

We purchased a computer desk from their store in Red Bank, NJ. Restoration Hardware called and gave us a delivery date. I took the day off in advance to prep the room for the delivery, including junking my current computer desk. They called the day of the delivery and told us the desk did not meet their standards so they were canceling the delivery. They said a new desk might take 1-2 more weeks and they could not guarantee the new desk would be in good shape. They don't inspect their merchandise until just a day or so before the delivery (in my case the night before) but make delivery appointments without first inspecting the product.

Ordered a 25 piece set of kitchen hardware. They do not measure correctly. Can't use any. The hook holes are all correct. Double checked. And other hardware fits no problem.

We purchased a leather sectional sofa for almost $10k. The sales staff went on & on about how well the floor model has held up over the several years it has been at their location. We receive our first delivery two months later and defective. Wait another two months and again another defective sofa, and then a third & then a fourth. Come to find out that the sofa they showed us was made in North Carolina. The stuff they ship you is made in China. The leather quality, the filling, the frame support, the spring system is absolutely the cheapest quality possible. Nothing at all like the model they show you and tell you that you'll be receiving. This is a classic Bait & Switch . Don't get ripped off; don't buy from RH!!!!

Don't Order! We made the HUGE mistake of purchasing 4 stools, and $1,000 later, plus $150 shipping they arrive and are so UN-comfortable we can't sit on them. The stool was supposed to be leather - so you would think padded? NO. Leather over something hard, so the bones in your rear dig in immediately. The size constraints are better suited for a small child. Otherwise, stools are sturdy, heavy, and a great bar height, and seem to be quality made. So if you ONLY want to look at them for staging purposes - then buy them. But, if you actually want to sit on them and 'use' them for seating, DON'T BUY.

I ordered a bed frame from them when RH was closing their ONLY retail store on Long Island in Roosevelt Field Mall about 3 years ago. There is an outlet in Riverhead Tanger Discount Mall. They discontinued lots of the furniture. No problems. Their linens are another story. The fitted sheet's elastic falls apart after a few washings. It's junk. Go with Bloomingdale's Hudson Park sheets. I don't know what's going on with RH but the quality of their things has gone down the tube. I was recently in the NYC store and was amazed that the display furniture looked like junk with outrageous prices. I expect RH to go Chapter 11 very soon. It's really a shame. They changed everything. "Hey, if it's not broken, why fix it." I am sure the same type of sofas can be bought at a high end retailer for a lot less money.

Buyer beware prior to ordering outdoor fixtures that Restoration Hardware is falsely advertising "Milk Glass" Sconces that are made with cheap plastic, no milk glass. Waste of time, shipping and energy because of a bold faced lie.

So after the reading the reviews on here, I almost didn't order with Restoration Hardware. I'm glad I changed my mind! I had the opposite experience of everyone here, but I also made sure I didn't order any "custom built" items (due in part to the reviews here) and just ordered items that were in stock. Bought a dining room table and chairs that were on final sale. Found customer service, both on the phone and in person in the store (where we ended up placing the order) to be incredibly professional, polite and helpful. We were contacted in a few days to set up a delivery date, and a week later our furniture arrived. Delivery guys were on time and also polite and professional. Again, after reading here, I was expecting the worst, I'm still a bit shocked, but it all worked exactly as it should!

After purchasing many poor quality items at Restoration Hardware and not getting any satisfactory resolutions or replacements, I had not purchased anything at RH for 3 years. Last week I saw the RH Library Sconce online. I decided (against my better judgement) to order two of them. As I experienced in the past, the quality of their products are terrible. The two sconces arrived and were both broken at the pivot joints and were not even close to being the same color finish. I am returning them tomorrow. I am once again disgusted and disappointed that RH has continued to make poor quality products and sell them at a premium price.

I have had the WORST experience with Restoration Hardware. Unlike many of you, who have had issues with the in store staff, I have not. Our representative along with all of the sales associates/managers at our local store have been nothing but friendly, attentive, and helpful. Unfortunately, no matter how helpful they have been to calm us after numerous mistakes they can do nothing to fix any of the problems we have experienced. The issues I have encountered come from quality control and back ordering of items.

I don't wear money. I'm not pretentious on the weekends. It's just jeans and a nice t-shirt and a jean jacket when it's cool out. When you walk into the restoration hardware here in Pittsburgh you better look like new money or they will not even talk to you. I was going to spend close to 3k on a new sofa online but decided to go into the store or what they call a gallery I come to find (piff piff) to give the commission to someone who I thought would be appreciative. Oh my you would think a slovenly vagrant was in their store the looks one gets when surrounded by pseudo sophisticated help. I never saw so many people smelling the ceiling all in one place. I went cross town to Crate and Barrel. Their sales staff is mature and classy, big difference. Felt welcomed and appreciated. Restoration hardware need to learn they serve and are not served. Until I hear otherwise, never again will I give them a consideration.

I ordered 8 curtains from Restoration Hardware in November. 6 of the 8 arrived. I am still waiting for the remaining 2 curtains. They have offered different curtains and free shipping on the remaining 2 curtains.

I ordered a table that even for me was much more expensive than I would typically spend for a secondary table or piece of furniture. But a $4500 concrete and wood table was in fact the perfect piece for the room. Unfortunately I did not expect to have the ABSOLUTE WORST SHOPPING AND SERVICE EXPERIENCE I have EVER had. This coming from a person who buys at least 100,000 online a year. I have simply never dealt with a company as ignorant as this and I have to say I hope they're out of business soon as it should be illegal to treat customers the way they do.

Has anyone had the rusted frame of the Brickmaker coffee table stain their carpet? Restoration Hardware's customer service hadn't heard of that problem and had no suggestions to make to prevent it happening again.

This is a really nice cabinet, having not only a mirror on the outside of the door, but a mirror on the inside of the door and the back inside of the cabinet. It also has an electrical GFCI outlet built inside the cabinet, and lights in the top of the cabinet that come on when you open the door. We bought it because it seemed like a good idea to have the inside lights and the inside GFCI outlet. We thought that by having the GFCI outlet in the box we did not have to install a GFCI outlet on the wall next to the cabinet.

Compared to other issues here, I feel lucky to have not had a big ticket order, but angry nonetheless. I went into the local store to see if they had any of the faux fur throws left for a color that would work with a new sofa (not from RH). They only had Arctic Fox, but could order any others, including the "mink" that would work for us, and save me the shipping charge, and it would be delivered to my home. I paid with a check, thank goodness. It was to arrive by Feb. 6.

Horrible experience with our orders. We made three purchases over a two-week period. We were charged a delivery fee for each order even though we were told that we had unlimited delivery. This took 45 minutes to correct with RH customer service. We were told that the delivery company would set up the rug we purchased then the couch we purchased. Well the couch arrived with no rug, call RH CS again 20 minutes on the phone... they can't find the order it's lost somewhere in delivery. Next day I received a call from Rainbow Movers/Eastern Movers they confirmed a delivery time for Friday between 8 and 12, no show... 1pm I called the delivery company and left a VM... no reply. 5pm I call RH CS, they also can't reach the delivery company.

I complained about 2 throws which we received with horribly tangled fringes. They never acknowledged the possible product problem - just treated me like I was a liar for reporting such a thing. I escalated to their CEO. His youngster-assistant called me, said they hadn't intended to insult me, and offered me a gift certificate, which I would receive in 2-3 weeks. I waited over 3 weeks, then asked where the gift certificate was. Magically, the next day, was told that they were shipping the gift certificate by UPS the next day. Received the gift certificate, and tried to use it online, planning to spend quite a bit more than the value of the gift certificate.

Same situation as above customer. Aero table cracked. The metal and wood separated. To the customer above, did replacing the table resolve the problem? Or did your new table develop the same issues? Curious. In the same situation as you. Thanks so much!

I purchased (4) bar stools from them about 5 months ago. The quality is so poor after 5 months that the seats are no longer level. I reached out to them to complain and they said they considered it regular wear and tear. I expect seats to be level for more than 5 months if I am spending $350 per chair. Pretty disappointed overall and would not recommend the chairs or the store.

9' Belgian Slope Arm Slipcovered Sofa - We bought 2 of these sofas and love the look of them. They really are beautiful and expensive. But from day one of delivery handfuls of feathers had to be vacuumed off the coach or the floor 3-4 times per week. I even took all the slipcovers off and vacuumed the cushion inserts thinking it was just stray feathers from production. After a couple months of this non-stop feather loss, I called customer service and explained. They were not helpful, but told me that is to be EXPECTED with feather cushions and I can replace them with foam for a total of about $1200.

On 11/12/2013, I ordered 4 metal dining chairs online. After receiving them, I decided to return them due to poor quality. After contacting RH customer service, I was told UPS would pick them up, 11/22/2013, which they did. I was told by RH customer service rep it would take up to 2 weeks for credit to show up on my credit card. Upon reviewing my credit card bill for December, I noticed there was a credit for one chair only. After tracking the UPS labels, I found that all were returned, left on dock and signed for 11/27/2013. Contacted RH wanting to know where the credit was for other 3 chairs. Rep said she didn't know how this happened, apologized profusely, and said credit for other 3 chairs would show up within 3-5 days.

After reading other reviews, I'm happy this is the most money I've spent at Restoration Hardware. Like some other reviewers stated, this is the first time I've ever felt so angry about something I had to review it. I typically only shop at this store around the holidays because it offers a lot of unique white elephant gifts/stocking stuffers and never returned anything before today. Now I know to warn people to RESEARCH the return policies before you make any purchase you think you might return. For a Christmas gift, I went in the store and bought a very large scrabble board that with tax came out to be somewhere around $240 and I paid with cash. On Christmas morning, my dad opens up the box to find a completely damaged board that looked like all of the wood was warped - the surface was bouncy, broken in areas, and completely uneven.

We cannot express how disappointed we are with your company. We ordered a Strand 5 drawer dresser and nightstand as well as a universal bed frame. The dresser arrived damaged and had to be returned. There was a crack in the bottom mirrored drawer that was clearly caused by screwing the handle into the drawer too tightly. The damage would have been obvious when the dresser was placed on the delivery truck and yet it was delivered in this condition nonetheless. In addition, the bed frame arrived without casters.

We ordered a chandelier from Restoration Hardware. I am completely blown away by the lack of quality on this... Is there any kind of quality control check that happens before items are sent out? Each of the crystals from the chandelier were smudged, cracked or has a foggy sheen that you can't get rid of. We called and exchanged the crystals for new ones, which came a couple weeks later and were actually worse than the first batch! Restoration Hardware offered to do one more exchange to see if they could get it right... We got a new batch of these crystals and they were still smudged and cracked. We finally sent the whole thing back for a refund. No more Restoration Hardware!

I ordered several pieces from RH. When they were delivered, one of the nightstands was not on the delivery truck. I immediately contacted RH and reported the issue and they said that according to their records it was delivered and they would need to check into the issue and call me back. After a few days with no response, I again contacted RH to inquire about the status of the delivery. Time after time, I got no information or could not get anyone with authority to find out what was going on with the nightstand. After several phone calls and emails, they finally placed another order for the nightstand.

I ordered a chandelier from Restoration Hardware in Nov. I was reluctant to order because several of my designer friends had warned me about major issues/problems with RH. When I purchased the chandelier online, the estimated delivery date was Dec. 14th. Two weeks later, I was notified that the delivery date would be 12/26. Two more weeks later, I received a notice that the delivery date would be 1/18/14. I called customer service and they could have cared less. Two weeks later after that, I received yet ANOTHER notice that deliver would not be until 3/29/14. I called customer service and asked to speak to a supervisor and she could have cared less. I cancelled the order immediately and will not ever purchase anything from RH again. It is absurd and unacceptable that they cannot accurately report estimated delivery times and I think there is something shady about this being a common problem with RH (are they waiting until they get so many orders?). I can see now here on this complaint forum that this is a very common problem for them (as quality is too). Makes me glad that I found this board because my chandelier probably would have fallen apart anyway.

We were in need of a new couch so that my fiance, who is 6'4'', can lay comfortable on it as well as his father who periodically comes to visit us in NYC. I was strongly advised not to order a pull out and was told that 7" track arm would do the job. We ordered a luxe depth, which they consider a "special order". After 24 hours of ordering the couch, I found out that this length would not comfortably accommodate my fiance, so I called the store and tried to order the longer couch.

I placed an order for 2 of the Birch Winter Wonderland Trees for holiday decor on 11/19 - It's now 12/10 and I have yet to receive the trees. I have called customer service twice. Both times I was told the order was being shipped and I should receive it by the end of the week. Today I was finally told that the trees were popular so they were waiting to get more from the manufacturer, but that they will be shipped today. I'm not sure if I actually believe they will be shipped today... We will see. Even so, proper communication would have been helpful as I would have canceled my order knowing that it could take 4-6 weeks to receive it! No offer to refund the purchase, cancel the purchase or give a percent off for the inconvenience. Worse customer service ever!

I am very concerned that the general public holds RH in such high esteem. While I believe this website will be helpful to others, the best website to complain to is the BBB. They will actually get on RH's case until the matter is resolved to your satisfaction. Go for it, what have you go to lose... You may get your money back! AND in the long run, it may improve RH quality.

I feel like there's some sort of coup the services reps have against the company because they are really making the company look bad. Zero quality customer service. I've had nothing but bad experiences both in store, online and over the phone with the reps. I've been trying to get a gift certificate back for a return for about a month now and no one is able to help me, other than to say that they can't do anything and it's going to take another month to process and that's the best they can do for me, even though it was the error of RH. I had my registry with them and would never recommend using their registry to anyone. It should never take two months to get refunded for a return in this day and age.

Love the look, but the quality???? Tonight my husband and I were sitting in the family room. All of a sudden we heard what we thought was a strange sound like crackling. We thought maybe there was an electrical fire starting or something. Got up to look and literally videotaped our brand new (less than one month old) Aero dining table splitting apart and separating from the iron on the sides. We were absolutely speechless and couldn't believe what we were seeing. This was after we figured out that the counter stools ordered were NOT at all stain resistant. If you touch them with an ounce of moisture or food on your hands, the stain was permanent. Called RH and they agreed to exchange. Can't help but wonder what will happen if it happens 6 months after I get the table? There is now a ONE inch gap in our table while we wait for another. We are going to try Briwax to seal the wood finish and hope that our chairs may become more stain resistant? This is a lot of work for expensive furniture. Wish I didn't like the look!

If I had known it was going to take this long, I never would have ordered. I ordered 2 zinc mirrors, double vanity and a tall bath cabinet. The zinc mirrors came in two weeks, the vanity it took two times because it was damaged (3 months). The tall bath cabinet each month I get an email that delivery is pushed back a month. 5 months for a stupid bath cabinet - seriously, where the hell is this thing coming from? I bet when I do get it - it's damaged and it will take another 6 months. I have bets that in another month, I will get an email stating that it will be 2/2014. I will never buy from this company again.

On 8/28, two Remy Barstools were delivered, with one of the stools having a missing glider. The sales associate told me I had two options to fix this issue. Send back the stool, package it and keep it on your Brooklyn stoop for pick up or b) RH will order new gliders. The delivery option didn't work because someone could take the stool or if it rained, the stool could get ruined. I opted to order the gliders. Since 8/28 the gliders have been on back order. The stools were needed for a party in October. As of today, 11/8, the gliders have not been received. RH sales people only say, "I'm sorry". This is my last purchase at RH. Service is cold excluding empathy of any kind. I will resume my business with Room and Board.

I am an interior designer and had to order 24 yards of fabric from RH. At the time of purchase, it had a 3 week delivery time. My client was fine with that. After 3 weeks, they changed it to another 5 weeks! After some re-organizing of the project, I managed to find a temporary solution. Then they changed it to another 6 weeks! No apologies, no explanations. I was forced to cancel the order and it was the only subject of friction on my entire project. I am so disappointed and realized that they have grown so commercial that the term "customer service" means nothing to them. I will never purchase from them again.

Ordered outdoor furniture & covers. Months later, 1/4 of them were delivered. $400 covers for a small armless sofa and 2 armless chairs. They arrived in a plastic bag with Chinese writing, NO instructions, NO indication of what they were for, and made no sense as a cover. Turns out these were only 1/3 of the covers needed - they come in pieces. So after numerous hassles, phone calls, and mistakes on the part of Restoration Hardware, we still don't have the 3rd chair nor the complete covers. This has been a nightmare for which we have had to continually call to inquire about the order, change their errors, and PURCHASE the remaining 2/3 of the covers (really?!).

I am going to be quick because I already spent too much time on the phone with customer service. These chairs were terrible, cane pulled off after 3 months. Overall experience in trying to get it resolved. Painful, disrespectful, feel cheated. Besides having to deal with the RH's "We're cooler than you" advertising and the ridiculous catalog designed to perpetuate that attitude, not to mention adding to the destruction of the environment, now this - substandard products that they don't stand behind. Shame on you, RH. Forever, a lost customer... and will campaign to spread the word asking my fellow citizens to stop supporting your business. You may be bigger than me, but I am going to give it a try.

I am renovating 3 bathrooms in my house and I ordered a light fixture (school house semi-flush mount) and it is a cheap piece of junk! The chrome base of the light feels like tin! Over the past few weeks, I've ordered light fixtures from three other companies and the difference in quality is immense. Unfortunately for me, the item is not returnable as it was a final sale, but I never expected such poor quality from this store. I wish I had read the reviews on this company before I purchased from them, but at least I'm only out $100.00. They've lost more than that as I will never order from them again, and I will be warning my friends to avoid this site. I could have gotten similar and better quality light from Home Depot! Save yourself a headache and don't patronize this place.

I ordered 6 stools from RH in June 2013 - Magnus & Metal Schoolhouse. Upon delivery, the Magnus stools required assembly, which nowhere (in catalogs and online) indicated this was the case. Granted it was easy enough, but when I order chairs from RH, I don't expect this to be the case. Additionally, their furniture delivery people did not have orders to assemble... which is terrible because assembly comes as part of the package with all their furniture. I have bought many pieces from RH over the years, and this was a complete surprise. One of the Magnus chair was cracked, so I returned that on the spot and kept the other thinking that I would at least give it a try. Upon further inspection of the Metal Schoolhouse chairs, the edges were very jagged and to be honest. I wanted to reject the entire order. However, the delivery guy had unloaded and suggest that I speak with RH on my options, so I let him go without returning the items.

I purchased four Madeleine side chairs from Restoration Hardware 6 months ago, and I've had problems with them since the time of purchase. First of all, one arrived with the wood of the leg split. I called to have it replaced, and while it was eventually exchanged, this process was tedious and took more 6 weeks. When exchanging a product due to the company's error, I expect better customer service and an expedited receipt of a functional product. Fast forward 6 months later, and I have noticed that one of the chairs is already very worn and the lattice of the seat is coming undone. With another couple of months of use, there will likely be a hole or at least complete tear which will then tear clothing when sitting in it or just be uncomfortable and unsightly. This is not the quality I expect when purchasing something from Restoration Hardware and will think long and hard before I buy any of their furniture in the future (which is too bad given they at least look nice).

I have a design and wholesale firm and this company has made so many BLATANT copies of my designs! Angers me to no end. I make my items in the USA. They make theirs in China. They could at LEAST give me the common courtesy of asking ME to make their production! Please don't give your money to copiers and save an American job! The quality will be much better and you can make a Texan happy!

I purchased a coffee table during the July 4th weekend at my local Restoration Hardware store. At the time of the purchase, I was informed by the store associate that the item was in stock and would be delivered in two weeks. We had plans for summer barbecues and were looking forward to furnishing the living room with this coffee table. Two weeks turned into a month, as the next time I spoke with the company when my order didn't arrive as promised, I was informed the new delivery date would be October 17th. Which later became October 31st. Which most recently became November 4th. I wonder how many more delay notifications I will still receive. Really? Really?? I have never experienced a 4 month+ lag in furniture delivery. Even other stores that produce furniture on demand are capable of delivering in 6 weeks to 2 months at worst. Might as well call this company Restoration Vaporware. The company website now shows January 2014 for new orders. Why keep running promotions and sales when you don't even have the product to deliver?

We spent $7,000+ on RH furniture and accessories. We've returned most of the items due to terrible quality. Here are the issues:

First off...this is the first review I have ever written for anything. Which says everything in itself. I will try to make it short. I ordered a couch, chair and ottoman. A woman called on a Thursday morning to deliver. Another gentleman called me in the afternoon and said there was a tear in the couch. So they would just deliver the chair and ottoman. I told the gentleman that I needed something because I had an empty living room and I would not be receiving the new couch for 1-2 weeks. They let me loan the one with the tear until the new one was delivered. THANK YOU!!! I thought that was a great gesture and a perfect solution from this company.

May 14th, I placed an order for the deep version of the Sorensen chair that I think is a very handsome Scandinavian style, Belgian Linen Sand. I failed to notice that it said pillows attached. Normally I would run from pillows attached. This is my fault for overlooking such an important feature. Every pillow, the seat, the arm rests, the back pillow all attached. Beyond me why they have a zipper at the bottom of each pillow, but I think they stuff them after they sewed the attached pillows. The pillows are uneven, way too cheaply stuffed. The linen is nice quality. I contemplated just unattaching the pillows and unfortunately not possible because instead of linen, the fabric is a very ugly black cheap piece behind the attached pillows. I know I am stuck with this chair until it drives me up a tree not to be able to fluff the cushions.

I ordered an in stock bed on May 27, 2012. It is now Aug. 13 and I still have not even received a call for delivery set up. I have called customer service several times (and they agree this is awful). However still no bed. It seems it was delivered to their Milwaukee WI distribution center and they do not deliver to an area until they have a truck-load to your area. I live in Stevens Point about 170 miles north. I will NEVER order furniture from them again. Buyer beware!!!

I purchased a stool from RH's British cane collection. The cane started giving way within 6 months of minimal use. My husband used the stool for a minute in the morning and in the evening to put his shoes on. Since he was leaning forward tying or untying shoe laces during that brief use, his weight was barely on the stool. The fault lay either in the quality of cane or the workmanship.

I purchased a medicine cabinet that fell off the wall within 3 months of professional installation. The fault lay in the type of wood Restoration Hardware used to make the cabinet because the attachment on the cabinet that was supposed to hold up the cabinet came off. We were fortunate that this happened in the middle of the night and my little boy was not near it when it happened.

I ordered bath rugs in May 2013 which were supposed to be delivered in June 2013. I have just received an email saying they are back ordered till October 2013!!! Had I have known, I would have never ordered!

A few months ago, I ordered a LEATHER ottoman. Extremely excited, I opened my package to find an ottoman made of Cow hair. The short story is they added three small letters after the leather that means it was cow hair even though all pictures and product description say charcoal leather. They did take it back. However, they refused to sell me the correct one at that price. Swearing to myself never to go back, I had a weak moment and ordered five Toledo bar stools and a wire office chair. I received the stools and found a pile of chrome on the floor beneath my stool by the next morning. No one had even had a chance to sit in them. There were huge amounts of rust. Out of 5, only one did not have rust. They agreed to return them; however, I had to lug these things to a UPS store to have them caked and shipped back.

I ordered some bedroom furniture (two night stands and a dresser) all together for $4,000. Not a big account for them of course, but still... I read a lot of bad reviews, but decided to give it a try since I just love the furniture and wanted to buy from them bathroom furniture and library shelves. Well, I had quite a list. The house we just bought is a contemporary (20' ceiling, 4,000sq ft) so the furniture, I thought, would be perfect for huge rooms I've got. Surprisingly, delivery was scheduled very fast. So the truck showed up. They got the night stands up and next thing I know, they said that they will not be able to bring the dresser. I was in shock. It's impossible. They said that I do not have enough room and blah blah blah...

I waited two months for my Belgian roll arm sofa from RH. It was delayed once, but I figured it was worth it. The cost was about $2,700. When it arrived, I was so disappointed by the back cushions. They were way too small and not even the same shape as the ones in the stores and online. I immediately called the customer service department on April 18 (delivery date). The customer service department appeared very anxious to resolve it and have new cushions made. It’s now June 3, and I am still inquiring where we are on a resolution. All they tell me is that the vendor who made the sofa is deciding what to do.

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

I ordered a 10x14 rug from RH in November 2012. I was crushed when they said it was back ordered until February but I loved it and had been looking for the perfect rug for a long time, so patiently waited. February came and I got an email saying it has been back ordered again another month, now due for delivery in March. I was crushed again. March came and my rug was shipped. Yay! Rug arrived in late March. It was the wrong rug. I scheduled a pickup. They looked into the issue. No one knew what happened to my rug. Not one single person can tell me why the wrong one was delivered, where my rug was in the production/delivery process or what they can do to rectify the situation.

My 87-year-old mother moved into a retirement community and wanted to decorate her new apartment. We ordered a 5’ sofa from Restoration Hardware. We waited over two months for the sofa to arrive. It arrived and was pretty and comfortable, but we kept thinking it seemed kind of small. Finally we measured. Turns out the 5’ couch (5 feet is 60 inches last time I counted) was only 49 inches! We thought, maybe we accidentally ordered a "chair-and-a-half" - but RH doesn't even offer such a thing.

We ordered a table and 8 Hudson Collection chairs from Restoration Hardware in May of 2012. We really didn't use them until New Year's Eve when all chairs were utilized. It was at that time we realized that 2 of the chairs had nails sticking out of the bottom of the feet. Because people were moving these chairs around, the nails gouged and punched holes in our floors in 3 different areas across 2 rooms. The company switched out the chairs, but when we got an estimate for $1250 to refinish the floors (since you can spot repair floors), the company offered $250. We tried to compromise on half, $625; they came back with even lower, $200. They also waived the delivery charge for picking up their faulty chairs and giving us non-damaged ones and expected this to be some kind of adequate gesture. We will not be buying any more RH products as the quality has slipped and their service is terrible.

I purchased a slipcover couch in December 2006; I forgot the exact model. I took possession of it in January of 2007. Also, this was a floor model I purchased. Two days ago, I removed one of the slipcovers (the chaise cushion, of course the biggest one) to clean, and the seams on the cushion underneath are pulling apart, and in some spots, they were completely separated. These are down wrapped cushions so there are literally feathers coming out everywhere. I called CS and was given the spiel on how RH stands behind their products, and I should submit photos and information for review. I submitted photos and information as advised, only to be told that since it was a floor model, there is no warranty. What?

My wife and I have been keeping an eye on one of Restoration Hardware lights, the 1920s Odeon 3-tier lights for $1,695.00; and because of its cost, we were waiting for a sale. We have been waiting for about 8 months or maybe a year. I went to RH site the other day, and they were having a sale up to 20% off. Okay, here is where the defecation hits the rotary oscillator. RH raised this light from $1,695.00 to $1,995.00, a price increase of $300; and then marked it down to $1,795, that’s 10%. I am now paying $100 more with a sale. I sent an email and they basically said, "Yes, we hiked it and are having a sale and so? But I will let the higher ups know."

First delivery attempt failed. The item arrived damaged and they cancelled the delivery without notifying me. I spent an afternoon waiting at my house when I would have been more productive at work. Second delivery was successful - if successful includes the fact that they shipped the wrong item. I called the company and asked for compensation for my time and inconvenience. The best they could offer was to perform a quality control check prior to shipping my item for the third time, which I was told would add 7 to 10 days to the shipping/processing time. How on earth can a step that should be inherent to their shipping processes cost me an additional week to week and a half? Don't waste your time and money.

I ordered the Sorensen leather sofa and love seat in Nov. 2012. Restoration Hardware said that the furniture was ready for delivery on Jan. 18th 2013. The furniture then sat in a warehouse in Grand Forks, ND for a month before they would deliver it (we live 2 hours from Grand Forks, ND in Northern MN). We had already paid for the furniture (over $4,000) and the white glove delivery. I spoke with Rest. Hardware 4 times and every time they gave me a different day for delivery. They were crabby, disrespectful, and rude, by far the worst customer service I have ever experienced. Eventually, they told me that the box the large sofa had been delivered in was damaged but assured me that they had thoroughly inspected the furniture and it was fine. The furniture was delivered at 8:30 pm on Friday, the 22nd of Feb.

I placed two orders with Restoration hardware - one in January for nearly $3000 and one in February for another $2000. The delivery dates ranged from mid-February to early April. On March 9th, I called for a status update on my order. First, they told us there was a problem with our credit card. After a conference call with the bank, it was discovered there was no issue with the credit card, so after another 20 minutes on hold, they came back to say the order was cancelled and they don’t know why. There was also no way to reinstate the order.

In October 2012, we ordered a kitchen table and chairs from RH. The initial delivery included a damaged table (large splinter), 4 side chairs and the 2 end chairs were backordered. We went into the Oak Brook, IL store and they provided a full exchange for the product. Several weeks later, 2 end chairs were delivered; 1 was the wrong color and the other had one leg that was short and the chair would wobble. The table that was delivered had the wrong color legs (see photo). We processed an exchange for the 2 end chairs and the table. 2 end chairs were delivered and one chair had a broken arm - completely broken! The table is still scheduled for delivery. This has taken 5+ months and we are still without our product.

I purchased the Kenwood bookcase from RH Baby & Child and it was delivered to the home we were moving into. Upon moving in and we began unpacking, we saw on the side panel of the bookcase what seemed to be paint coming off. We touched it to see what it was and it came off, and then we discovered a crack where the paint had been. To me, it was a crack and it was covered up, and it's just unacceptable. But when I called RH Baby & Child customer service and described the situation, they said since I had touched it, I altered it, so they wouldn't accept any exchange or refund. So basically, if the seller covers up defects, and you discover it by simply touching it, you are stuck with a defective product.

Like with many other reviewers, RH Baby and Child keeps delaying the delivery of my daughter's canopy bed and are currently misguiding us further. Six months' wait for a kid's bed? We also agree that most furniture pieces are overpriced copy-cats of modest quality. Restoration Hardware - never again!

I ordered furniture from RH Baby & Child for my daughter for her new "big girl room." They told me it would be 2 weeks, a month maximum, when I ordered. We talked it up with my daughter who was so excited about her new room (she was a little over 2 at the time we ordered the furniture). Well for the last 6 months, I call every 2 weeks and they tell me "two more weeks". My daughter is sleeping on the floor of her gorgeous new big girl room on her crib mattress.

We ordered a Hutton Medicine Cabinet from Restoration Hardware for $241.11 on 11/9/12 and it was delayed. When I contacted the company via email, a representative named Joe ** replied that one had just become available and would be shipping soon. Based on this timeline, we set a schedule for our contractor to install the cabinet. After we did not receive any further shipping confirmation, we contacted Restoration Hardware again via email to ask about the status. Christina ** responded on 11/19/12 that we would receive a confirmation once it's shipped. On 11/20/12, Trisha ** stated that the cabinet was delayed for 45-60 days.

The website does not always include current available items. I went to the Knox Street store in Dallas, TX in mid-December 2012. I came to expressly see and most likely purchase the Stonewashed Belgian Linen Diamond Stitched Quilt in dune. I was informed at the store that they do not carry this item in dune. I pulled it up on my phone (they all carry tablets in the store) and showed her the item number on the page Item#14160366 dune. It was as if I had said nothing at all, as the sales person totally ignored the information as if it did not exist. Secondly, they had no quilt in the store except two which were on example beds, which were both the same color (fog). You cannot see any quilt in person. The sales person did allow me to see shams in the available colors of the quilts. Not very helpful since the only color choices were prairie (mushroom taupe) and sable (chocolate brown). I ordered prairie, knowing it would be too dark, but was willing to try it. It arrived within 10 days. Unfortunately, it was too dark for the look I wanted.

In November of last year, during the Friends and Family Event, I went into the Restoration Hardware store here in Houston (Highland Village) and ordered a 38" Shutter Cabinet. I was told by the store employee that the cabinet would arrive in mid-December at the latest. When I did not hear from anyone by late December, I called customer service and they could not tell me any information on my order. They said they could see the cabinet was ordered and full-filled, then placed on backorder and they would call me back within 48 hours to let me know a status. They did call back and said they were not sure what happened, but the cabinet should arrive any day. I went ahead and added a Burlap Chair to my order, which I was told was available and would ship at the same time. Having never been contacted from anyone as to the status of my order, I called again the first part of January and was told the cabinet was still on backorder and both items would arrive early February.

I ordered a chandelier from Desperation hardware and was told by a salesman in the store that it would be delivered before Christmas 2012. The promised date was December 19, 2012. I received a backorder email in December that the new delivery date was January 3, 2013. I received another backorder email in January that delivery was now January 20, 2013. Today is January 21, 2013 and the customer service person said, maybe I will see the chandelier before Easter! I asked her, “Is that 2013 or 2014?” She told me that all orders are subject to backorders and they have no control over their backorder process. So whatever date they give you is baloney.

Do not order anything online as it will take months for it to arrive - if it ever does. This started with me ordering two swatches which should take no time at all and they kept pushing the delivery time back further and further; one was 5 months from the order date, all for a tiny piece of fabric! When I tried to order a product, it was going to take at least 3 months before it arrived. A store of this caliber should not take so long. What was even worse was that every time I called or emailed customer service, they wouldn't do anything about it and would just restate when the product would arrive. Never buying from this place again. I'm very frustrated and disappointed.

I should start by saying I absolutely love the 464 thread count, Italian made bed sheets from Restoration Hardware. They are fabulous. The extraordinary quality of the bed sheets prompted me to ask for some 802-gram Turkish bath towels from RH as gifts this past holiday season. I received six towels (packaged, delivered from the warehouse, and unopened by the gift givers). Two of these towels had pulls. I brought these two towels to my local RH store. The staff allowed me to pick two replacements from their stock. The first three towels they brought to me also had pulls. After washing the towels, the stitching on one started to come apart, and the texture on another one changed considerably (every tenth loop in the thread became larger than its neighbors across one-fourth of the towel). Something has gone terribly wrong in the manufacturing plant in Turkey. The staff at the local store was kind enough to allow me to return the entire lot of towels for store credit, but I am a little shy to buy anything else at RH for fear a similar problem will occur.

Not a positive experience, and final delivery still outstanding (however, I'll likely be canceling my order very soon).

We ordered a beanbag from Restoration Hardware Baby and Child and it cost $140. The quality was terrible. Cheap round balls were in the filling and it was so full that it was hard as a rock. We wanted to return the item but it cost $130 to ship it back. When I called customer service, they were rude and unhelpful. They said I could not return the item to the store so I could either pay the $130 or be stuck with a terrible item I don't want. I will never order from them again. I have spent thousands of dollars on furniture from them and this is how they treat a continuing customer. I will shop elsewhere now.

Today I got my 8th delay - I kid you not - on a duvet cover I ordered in October. And every time I call Customer Service, I'm assured they are doing everything they can, yet the product continues to be offered online with a reasonable ship date expectancy. They don't have a Facebook page or a Twitter account for customer reviews so poor unsuspecting shoppers have no idea what they're in for. While I don't blame the Customer Service reps who answer the phones (they were all very kind), the company has misled me over and over to me and I find the whole situation appalling.

I had a bad experience with US customer service on the phone. I was browsing on their online catalog and found out the next day that the website processed my order without me checking out. I then called customer service the same day, and when I asked to reverse the process, they said even if my order was a mistake, they could not do anything about it. Also, they do not offer return shipping labels, so I had to pay for shipping fee to return the item. They're very unreliable and untrustworthy. They did not give me any other options to deal with this matter and it seemed like they did not care.

I purchased the Chunky Braided Wool Rug in Marled this past spring. The swatch seen in stores is beautiful. However, the rug maintains its actual beauty for all of 2 days once it's rolled out and on the floor. First, the location is a sitting room. There is a coffee table, couch and chair sitting on the rug so not much is exposed and truly only about 40% of the rug sees walking action. The rug sheds an obscene amount of fiber. I sweep our hardwood floors twice daily and each time, the dustpan is full of fibers. The fibers shed get all over our clothes (dangerous to wear black unless you have a lint roller nearby, which we always do now).

I ordered a number of items from RH for a client in October 2012 and was assured that everything would arrive before Christmas (which was a lie). The estimated ship dates were always pushed back significantly, and then back-ordered several weeks after originally ordered, which doesn't make sense. Once the items were ordered, RH started using a hands-off policy (they have no control now, so too bad if your order is late). And if you have to change emails, phone numbers, or payment methods, not a single RH customer service person seems competent enough to understand you. They will verify it, but when you call back to double check (because the lesson to be learned is that no employee is trustworthy), it's still wrong.

Just made my 19th call - awful, awful, awful. I ordered a mirror but the code in the computer was wrong so they shipped me the wrong item. Long story short, after hours of calls to clear it up they sent me another wrong item. Nice stuff if you get the right item. They make American Airlines’ customer service look like the Ritz. Please stay away. Lots of “we will call you right back.” Still radio silence on my end.

Do not buy any furniture from this store. Sure the products have a nice appearance to them in the store, but as soon as the product is delivered, it is a sub par version of the display model. Not to mention the months of frustration ahead of you dealing with the incompetent delivery company and rude managers. The store contracts out with a delivery company to deliver their furniture and Restoration Hardware obviously could care less how the delivery company treats you. Unfortunately, for them it becomes a reflection of the company. Worst customer service ever!

I ordered a duvet cover on Sept. 29 and was told to expect delivery on or before Oct. 21. I received an email several days after missing my expected delivery that the item could not be delivered until November. On Nov. 6, I was informed that I would not receive the item until Dec 2. Today, I was informed that the item would not be delivered until Jan. 20. That's four months and still no duvet cover. I cancelled the order today. I've never had such a horrible delivery process and such matter-of-fact customer service. "Oh, yes, that's too bad. We'll go ahead and cancel that for you." I will never buy anything from them again.

Restoration Hardware has the worst order fulfillment process I've ever encountered. To make matters worse, their poorly trained "customer service" agents are laughably incompetent and either speak in a pretentious, demeaning tone to paying customers or very poor English. I ordered a set of dining chairs on September 4, 2012. There was no mention of the items being back-ordered at the time I placed the order. To my surprise, the order confirmation indicated that they would be ready to ship months later, on November 10th. Well, RH pushed the "white glove" delivery of these items again to November 20th.

I recently purchased chairs from Restoration Hardware. I've admired their design but was deeply disappointed with their customer service. First, they delivered two broken chairs. Local delivery service dealt with the problem very professionally. After a week, I received an email that the company shipped replacement chairs. I haven't gotten any call from a local delivery service and had to make two phone calls to the customer service. Very well trained personnel responded that they'd contact the local delivery service and call me back, but they never called back. I called them again today and they found out that the chairs have not even reached my local area. It was misplaced somewhere. Now, they don't know where my chairs are. I initially ordered the chairs a month ago. This is the most frustrating consumption experience for me, after spending thousands of dollars. Horrible logistics and customer service. I'll never buy from this company.

Low quality, overpriced furniture with poor customer service - I purchased the park pedestal sink about four years ago when we were remodeling our powder room. The sink is not in a bathroom that gets a lot of wear and tear, just simple washing of hands. I am also very conscious not to use any abrasive cleaners; I use organic Castile soap. Only my husband and I live in our house and we pride ourselves in taking very good care of our home. This was not a cheap sink and will now have to be replaced in the not too distant future as the chip gets larger. My response from the customer service team was as follows, "Due to the length of time that you have owned your sink, we are unable to assist you in any way with either repair or replacement. I know this is disappointing to you and I am sorry." If a company cannot stand behind the quality of its products, I will work with another company that does and I hope others will do the same.

My wife and I spent $8K on furniture at RH during a 20% off promotion. Her desk was damaged upon arrival, so they sent us a replacement. Thirty days later, they hit our credit card for the $547 difference between the sale price and regular price and claimed they had no knowledge of it, but it was on the invoice when I requested it. I disputed the charge and the bank reimbursed me.

Do not order from Restoration Hardware Baby and Child if you are sending a gift. It will arrive weeks late. I was charged for 2-day shipping, and it took 3 weeks to get there. This is my last experience with Restoration Hardware.

Do not purchase any furniture from this company. I ordered a bed (which they told me was "back ordered" for 6 months after I placed the order) and wanted to exchange it as it didn't look like it did in the pictures when I received it. I called RH to pick it up. Several months went by and they still had not credited my account. I called today and they said they only credited my account 50% of what I paid because it was a custom order. I freaked out because I was never informed of such when I placed the order, or when they picked it up! So I called back, insisting I would sue them (and I would and I will if I have to) if they didn't credit my account. The customer service "witch" named Ruby told me she would exchange my bed for another one but wouldn't refund the money.

We ordered the Pharmacy bathroom vanity for our home. The cost of the piece, before shipping, is over $2,300. We also ordered the matching medicine cabinet. The cabinet came dented, but compared to the other problems we've encountered, that is nothing. We received the piece from the shipping company in August. We intentionally ordered early having heard horror stories about their delivery times. We then flew my father-in-law from South Carolina to Chicago to help us install the piece in early September. We started on what should have been an easy project, only to realize after removing our old vanity that we were missing the mounting hardware for the counter and sink. Immediately, we called their customer service.

Your new enormous catalog is shocking, considering all the environmental issues, to say nothing of the USPS's current struggles with finances. I hope you paid them a lot of money to send it out. I've long lost interest in your products, but this one seals the deal.

It always seems every time I place an order with Restoration Hardware, it states that the order is in stock and when it will be shipped. But shortly after I placed the order, I received an email stating that the item in question is now backordered, only to receive an additional email extending the ship date. This has happened on every furniture ordered that I have recently placed. In addition, contacting their customer service department is always the same exact scripted message - that they are sorry for the delay. It appears that they must have issues with their vendors because as a designer, I can place a custom order from the most high end lines and not wait over two months for a piece of furniture, especially a piece of furniture that is referred to as its stock pieces. Personally, I have removed them from my tradesmen list and have informed my clients that I will no longer use them as a resource.

I have spent over $7k on RH's Carmel outdoor set. Part of it was bought in 2009 and part of it bought in 2010. The feet on most of the items have had the paint crack and fall off, leaving the metal exposed. I was told to send pictures in with my order number, which I did and told 12 hours later that I have owned the items too long for them to do anything for me. I also had a similar experience with two of their outdoor umbrellas which broke at the two years. They did however give me a $50 credit to buy more. I'm disappointed with their quality and the fact that they won't back it. For the price you can go anywhere. I would recommend going somewhere else - Chair King?

I purchased bedding and bath items. The bath towels, after three washings, are shredding and unraveling on the edges. The manager said no returns, would not even look me in the face and admitted the quality is very poor. Buyer beware, the customer service stinks. The manager did not care that they just lost a customer.

I have ordered over $20,000 worth of furniture, linens and accessories from Restoration Hardware in the past 6 months. Here is a breakdown of the good and the bad:

I bought several towels, bath mats and rugs from the Chicago store. After one washing, even following the washing instructions, every towel changed color. I have six bath towels and each is a different shade. After two washes, the towels no longer matched the rugs or bath mat. When I went to the store to talk to them about the issue, they said that "yes, that can happen." Quality products? I don't think so. Maybe if they focused more on quality and customer service rather than pictures of themselves in their ridiculously costly and environmentally wasteful catalog, they'd have a business with repeat customers.

After looking at numerous media consoles on the market, my husband and I decided to buy the RH Industrial Media Console. We bought it on July 4th over the phone. I received a call on July 8th that it would be delivered on July 10th. At noon on the 10th, an extremely polite delivery man called to tell me he'd be at my house in 20 minutes. He arrived exactly 20 minutes later. I hadn't had time to move my old one and he offered to do that for me which I declined. I had to write this review because the whole experience is extraordinary compared to these other reviews. This is the King of Prussia store in Pennsylvania. I had an identical experience with the Crate and Barrel at the King of Prussia Mall. I have to say based on my experience with this retailer that I would recommend them.

We bought $8000 in outdoor teak furniture. The first year, if the cushions got wet, it would take 2 weeks to a month to dry so we barely got to use them all summer as we live in CT and it rains. I called the company. They said the cushions shouldn't be outside! Hello, it is outdoor furniture! Then over the winter, we had the whole set covered and stored in the basement. I washed and dried all the cushions and covers. This spring, I opened the set and it was moldy, black and disgusting. I called RH to complain about the quality of this set and they had the nerve to tell me this set isn't meant for outdoor wet climates! They sold it to me in CT and know it rains here! Now they won't do anything about it and told me it's my fault this happened as I kept it covered up outside and that is how it got wet! Now we have spent $500 on chemicals to clean this garbage and have been doing the cleaning process from May 28, 2012 to July 8, 2012! Do not buy outdoor furniture from these people. It is not worth your time or money.

I ordered Maxwell Sofa. The first one started falling apart in a couple weeks. Another one arrived and the same problem occurred. It seems these low quality overpriced couches are now made in China. In addition to the low quality furniture, the credit card company of Restoration Hardware uses predatory lending practices. Specifically, they charge a full year's retroactive interest even if you pay more than the minimal balance each month. Complete scam.

I ordered an upholstered headboard that took almost three months to arrive. The white glove delivery guys scratched my walnut floors and improperly installed the headboard so it looks like it is falling over. I called the company who then ordered someone to come out and fix it, who proceeded to stand me up two times. When I called about getting someone else to come out, I asked about the floors and said I never heard back about them. I was very rudely told that the claim had been closed and there was nothing I could do about it. After asking to speak to a manager, it came out that the guys who scratched the floor said that: 1) the scratches were already there; and 2) I wouldn't allow them to take pictures.

I ordered over $7,000 worth of baby furniture from RH Baby. Every piece was backordered, not to mention I am still waiting on my dresser/changing table, and frames (five months). Our chandelier was lost in the mail. I had to contact UPS to figure out what happened to the chandelier. Our crib was installed wrong and my husband had to take apart the whole crib and put it together himself. The dresser that we have been waiting on for five months was finally shipped out, and then the day before its arrival, the local company, who delivers it, called to tell us that the dresser was too damaged and did not pass their inspection! I called RH and they said a new dresser would not be in for another month and then take at least 12 more days to ship!

My sister and I walked through the Restoration Hardware store in the Highland Village area of Houston recently. We walked around the store looking for about 20 minutes and then left. Although we were around the employees at all times, we spoke to nobody and none of the employees spoke to us. That made us very happy as we were not there to buy. In essence, we looked and left. Two weeks later (today), I received their huge 'Spring Home & Outdoor Source Books' catalogs. I had never heard of Restoration Hardware until the day my sister and I visited another store in the area and decided to walk through and look.

We received a 5-lb catalog from Restoration Hardware yesterday. This is our 2nd in two weeks! We have unsubscribed from their catalog list, joined all the junk mail lists, etc. and we still get this enormous waste of paper in the mail. Restoration Hardware is wasteful and irresponsible.

I am very dissatisfied at what an environmentally unfriendly company this is. I am receiving 3 lbs catalogue addressed to someone who lived here several years ago or "Current Resident". If this company had any morals, they would allow a "Return to Sender" option for those who object to this tremendous waste of our resources. Please, everyone, take this waste of a catalogue into your nearest store manager and complain!

I received a 3-lb catalog from Restoration Hardware today. I have unsubscribed from their catalog list, joined all the junk mail lists, etc and I still get this enormous waste of paper in the mail. And almost certainly at some bulk mail rate far below what I would have to pay to ship 3 lbs. of ** to someone! Adding insult to injury, it's glossy, pretty paper and no indication of any recycled content. It wasn't much on them before. Now, I will never be darkening their door except to drop off my catalog!

I'm just so appalled by the size of this Restoration Hardware catalog! In this age of internet and web use, why would a company ever do such a thing? This thing is huge and going immediately into my recycling bin! Who needs these things in this day and age? How can I email the CEO? This info is impossible to find online.

I purchased $2,000 worth of items at the RH outlet store in North Georgia Premium Outlets. Upon delivery of the 3 pieces we had delivered, we noticed that one of the pieces (a linen cabinet) had been painted with a roller over the lacquer finish and that both sides of the cabinet were badly damaged. When we saw the unit at the store, the cabinet was positioned between two larger units and we did not feel the need to have the other units moved aside to check the sides of the unit we were purchasing. The other 2 items, a rocking elephant toy and a baby wooden bike, were both broken.

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

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

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

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

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

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

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

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

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

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

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

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

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