Restoration Hardware Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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.