Restoration Hardware Reviews

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?