Restoration Hardware Reviews

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

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

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

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

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

What's happening at Restoration Hardware?

In order for former employees to obtain a severance package, they were forced to pack up the store and was expected to maintain a very positive attitude while working with members from other stores imported to help with the move. Customers were not notified that the Beverly Center store was closing. Customers who were used to certain sales associates are now left in the dark.

If they bring in others like that one assistant manager from the Santa Monica store, who was training there, it is doubtful that the customer service that I was accustomed to will even approach the caliber that my former sales associate provided me. How a company like RH can treat loyal employees and customers like that is unheard of.

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

The City of West Hollywood encourages businesses to hire employees who live in the area to get permits. There were four residents of West Hollywood working at the Beverly Center store that were not even considered and the new staff were not residents of West Hollywood.You are unfair to your employees, Restoration Hardware!

We have had a combination of broken chair frames, chipped mirrors, improperly stuffed seat cushions, discolored sofa pillows and a nightstand with black marks all over the top. Some of this has been replaced over months, and we're still awaiting the resolution of the rest of it.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

I called that morning and was told that delivery would be between 5:30 and 6PM. At 9:20, they finally arrived (who delivers furniture at 9:20 in the evening?) and they cracked the headboard while attempting to bring it in, so needless to say we refused it. The irony of all of this is when I called the following Monday to see when I can get a replacement I was told, "Sorry that product's discontinued".

That entire order left us so drained we swore to avoid "Desperation Hardware" for the rest of our lives. Flash forward to June 2010 and with a new home we had someone graciously give us a Restoration Hardware gift certificate. Cautiously, I finally broke down and decided to order something on line. When I realized that you actually can't pay with a gift certificate on line you can call the number on the gift certificate to place an order. So, I call up, certificate in hand all ready to place my order and they tell me that I have to actually pay for my order with a credit card, mail them my gift certificate and wait to get reimbursed.

Seriously? Are you kidding me? I am so completely floored that it made me start thinking about everything I despise about this company that I had to finally get it off my chest. Do yourself a favor and avoid "Desperation Hardware" like it had the plague. Replacement of bedroom furniture at a higher cost from another company.

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

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

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

They have my money for months without delivering the product.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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