Hopeless. Incompetent. Spend your money elsewhere.
"Hopeless. Incompetent. Spend your money elsewhere. We bought outdoor furniture from the Corte Madera store. Every visit to the store is an unpleasant experience. Frequently there’s no staff. When you do get someone they are snooty to you. When we bought our furniture the representative left halfway through the sale. We were left to look at fabric and saw the representative walking away from the store through the parking lot. When we got hold of another representative we were told she had gone home. What! No goodbye, no nothing. Against my better judgement we placed the order. Fast forward a few weeks. I noticed the status of the order was updated to show the cushions were shipped - no communication. The following week the coffee table was delivered. The next week the sofas were delivered. Still no cushions. I phoned customer services numerous times to inquire when we would receive the cushions, nobody really knew. All I heard was it’s a 3rd party. Finally the cushions get delivered, wait only ONE set of cushions. The delivery guy just wanted to dump them at the front door, refused to bring them up and un-pack them, although it was written on the delivery note that they should unpacked and places on the seats. He knew nothing about the second set of cushions. I then went in to the store and asked to speak to the manager, but I wasn’t allowed. Finally the representative found out only ONE set of cushions was manufactured. No apology. I was just told it will be another two weeks and the 3rd party will reach out to me. There was no apology. I haven’t heard a thing. I wanted to put my experience in writing so I contacted customer support, which states “email response in less than 24 hours”. One week later and no response and YES I have checked my spam folder. RH you're selling a premium product, which should be accompanied with a premium service. I don't care about your 3rd party, my contract is with you and as such I only want to deal with you and I want a consistent high level of service. I want my product delivered as a single delivery, NOT four deliveries. I'm regretting my decision to buy big time. To everyone else out there, don’t give them your money, you’ll live to regret it!"
ITALIAN VINTAGE DYED JACQUARD COVERLET
"I bought ITALIAN VINTAGE DYED JACQUARD COVERLET , and two shams, the coverlet has a horrible smell , I called and complained about it, the replacement arrived very fast , customer service was very good, however, the second coverlet smells as bad as the first one, it’s still at my house and I really like how it looks,...I am not sure what you do with it , still hoping that the smell goes away , so far it’s as strong as the day the coverlet had arrived .. it’s very strange since the product is made in Italy, restoration Hardware charges a premium for it ! "
Terrible quality - crap furniture!
"If your looking for quality made furniture THIS IS NOT THE STORE FOR YOU! Don’t be deceived by the beautiful pictures in their source books, this is not what you are getting. I purchased over 30k thinking higher prices meant attention to detail, NOT THE CASE AT ALL. I now own a Sofa in which the fabric is freying and impropriety fitted. They are also very uncomfortable. I had to return 3 wood side tables because they started splitting. The metal tables I received in return are unevenly stained. They want to blame their delivery for damaged furniture but I think the reality is their pieces are assembled on a assembly line, instead of “handcrafted”. I had a wall mirror delivered without a means to actually hang it (ie hooks). And now all the other wood pieces in the office are splitting. I wish someone would investigate this company for their fraudulent advertising. There pieces photograph beautifully under the perfect lighting and perfect “set” but it’s crap furniture! Furthermore their design service is no more than glorified sales employees. They didn’t bother to come to my home to see the space or help with the install. Seems as though unless you have a multi-million dollar Home in Vail, you won’t get that level of attention. AVOUD AT ALL COST!"
Something terrible is happening to this store!!
"It may not be much, I mean it's not a 4,000 dining table or anything extravagant, but I'm SO disappointed! I've been ordering their candles for going on 5 years now. I loved them. I just got in my $50 candle and I'm ****. No unique box, it's cardboard now- no wood wick, it's cheap cloth. Nothing unique or remotely worth my money. It's sad to see so many negs- they used to be classy. Keep it real RH. Or at least price your stuff what's it's worth--"
"I hate hate this company. Poor quality everything. Bought a "Maison vanity" and all the drawers haveCracked right after it wasInstalled. Supposedly their "Furniture Meds" areSupposed to come out and fixBut have gotten stood up by them now twice. Horrible, dishonest company. Stay away from RH. "
Negative Experiences with Damaged Items and Delivery
"I am currently conducting research in a litigated matter involving Restoration Hardware ( www.restorationhardware.com ). In short, I am trying to reach out to anyone, primarily in southern California, although I would be interested in talking with others, that might have had similar issues, regarding damaged products and/or delivery problems. I see multiple other complaints on this site, **** Consumer, but due to the limited identification and no available contact information for users, I would be grateful if anyone with a negative experience in regard to receiving damaged furniture items from the delivery would contact me. I would like for anyone willing to speak with me to call me at 949-284-6230 or email me at firstname.lastname@example.org."
Beware of this outrageous place!
"Purchased $4,000.00 leather sofa. When it arrived had legs with different finishes, dents causing areas of stretched leather, noticeable scuffs and stains. Response to complaint was can't replace as sofa discontinued, can purchase new legs for $15.00 each, no price adjustment even though can't replace! Outrageous! Would have been better off buying $500.00 sofa from Big Lots!"
Gary is a Pimp...then I must be a Whore
"This is a sham of a company. Thousands and thousands of dollars collected for furniture goods which are produced for cents on a dollar. Your money is gone and you wait and wait and wait for your goods and told to STFU if you dare complain about the wait or a defective product. I even ordered a very nice bed to do my whoring on and still my complaints about non delivery fell on deaf ears. Yeah, Gary is a pimp and I'm a whore for RH. "
Disreputable business practices of RH and Comenity Bank
"It is now June 7, 2016 and since 2015 I’ve been trying to work with Restoration Hardware and the company that issues their credit card, Comenity Bank to resolve a billing error on my credit card statement with no avail. The fact that I’m still being charged $858 for items from 2014 that I had to return twice, that were sent out to me TWICE incorrectly speaks very clearly of the type of company RH is. Time and time again I’ve given them chances to correct their errors. My 1st experience dealing with an order from RH (order H561931905 placed in December of 2014) was delivered to me incorrectly, so I ordered it again and AGAIN the order was still wrong so I went online and complained and I was contacted by Joseph Novacek who offered me a $500 gift card for my troubles, I had waited over 6 months for dining room chairs only to receive the incorrect ones TWICE but that’s not what this complaint is about. This complaint also isn’t about the cracked wood that I have on my RH modern MONTEREY 4-DOOR MEDIA CONSOLE THAT I ordered back in December of 2015 that I’m still waiting on a replacement for (order 12401623) nor is it about the other orders that I had to cancel because they just never arrived. This is about the charge of $858 that’s on my RH credit card from 2014. After countless conversations where representatives of RH tell me “yes, we see where you returned these items this charge should not be on your RH credit card” THE CHARGE REMAINS THERE. I HAVE BEEN LIED TO TIME AND TIME AGAIN BY RH AND COMENTITY bank. I was literally in tears over this because outside of hiring an attorney how do I get a CC company to remove charges that aren’t mine? I’ve disputed this charge over FIVE times. Month after month I call in and they say we will take care of it we see it’s an error and again nothing is done. I get a letter in the mail that says the charge is valid and the process starts again. I will NEVER do business with RH again. No amount of gift cards, no amount of 40% off discounts from Gary Friedman, which I also received because I had to cancel an order that I never received will get me to do business with RH again. I am absolutely disgusted by this company and their business practices. I feel like I’m being robbed of $858 and there’s nothing I can do about it. No one will tell me what the charge is for, no one will connect it to an order all they say is yes we see where it’s an error we will take care of it, by your next billing cycle it will be removed….so I wait like a fool and month after month the charge remains. Since 4pm today and it’s now past 8pm I have been trying to make sense of RH’s convoluted credit card bill and they have put the responsibility on me to prove that these charges are not mine. Even though I’ve spoken to numerous RH reps (Alexis, Jessica Faria, Morgan) who have said that I don’t owe any money for the chairs that I returned, the chairs that I was charged an $858 dollar deposit for. Bonnielynne Haskell is of the impression that the $858 charge can’t be for the chairs that I returned there must be some other charge of $858, again no one at RH will say what the charge is for. My order history has been reviewed and guess what….no charge of $858 other than the dining room chairs that were sent out to me incorrectly that had to be returned. I no longer have my credit card statements from 2015 nor will RH Credit Card’s company Comenity Bank provide me with statements that are over 12 months old. I feel hopeless but I refuse to just give RH $858. I will complain to the BBB, I will seek the advice of an attorney, I will file a formal complaint with the Consumer Financial Protection Bureau, I will do whatever I have to do and let as many people know to stay away from RH and to stay away from their credit card company Comenity Bank. What they are doing is FRUAD! I DO NOT OWE THIS MONEY, THE ITEMS THAT YOU SENT OUT TO ME TWICE INCORRECTLY HAVE BEEN RETURNED! "
nothing luxury about RH
"I HAVE RECENTLY HAD A TERRIBLE EXPERIENCE BUYING ONLINE FROM RH THEY HAD PILLOW INSERTS ON SALE FOR 18 $ EACH AND LABELLED ON THEIR WEB SITE AS PREMIUM DOWN INSERTSONE WOULD CERTAINLY HOPE THESE INSERTS WOULD BE AT LEAST 20 -30 % DOWN WELL WHAT A SURPRISE ON RECEPTION THE INSERTS WERE GENERIC AT 5% DOWN 95 % FEATHERS THE TYPE ONE CAN BUY ANYWHERE FOR 6 $ SO THEY ARE MISLEADING CUSTOMERS WITH FLASHY TERMS WHICH CERTAINLY DO NOT REFLECT THE QUALITY OF PRODUCTS THEY ARE SELLING .THIS HAS NOTHING TO DO WITH LUXURY ITEMS THEY ARE CLAIMING TO SELL WHAT A SHAME I WILL NEVER BUY ANYTHING FROM THEIR STORE"
"I placed an order two weeks ago and never received confirmation with shipping dates. I called customer service and a representative explained to me that they will contact me approximately in two months when my order will be ready. Do I really have to wait for 2-3 months for a sofa? RH charges 50% of a custom order at the time of placing an order and then they start manufacturing. And then it takes 2 months to deliver your order from China. Nice… Good scheme. I wanted to let you know that not only will I NEVER purchase from Restoration Hardware again but I have let all of my friends/family know how horrible RH customer service is. Welcome to RH experience."
"I am so deeply disappointed in the quality of the products at Restoration hardware. I just received a couch that I ordered 4 months ago. This is custom couch which cost several thousand dollars. It arrived completely wrinkled with one side contorted since the shippers wrapped it so tightly. How does this company stay in business. Last year I ordered pendants which I realized were defective only after I paid to have them installed. I will never enter one of their stores again. Its not worth it."
"Scandalous!Don't know where to begin with the disastrous experience we had with RH. Every single item we ordered (and there were many and expensive) had severe issues. EVERY item arrived much later than they said, some up to 4 months later! A very expensive sofa that came nowhere to the expectations they guaranteed us and had to be returned! Curtains that don't match to this day! Mat size smaller than marked and crappy quality. Curtain rods missing parts. Incorrect parts sent, several times! Chairs arrived the incorrect colors! A dining table with no care instructions supplied, ruined in a few weeks! Every single item of very average quality.It is my firm belief that RH will sell you anything and lie to you about the delivery date to get your hard earned money in their coffers and then let you sit like a dupe for as long as it suits them. I had to spend so many precious hours sending tens of disgruntled, pleading emails and am still not satisfied to this day.Never had such a shocking shopping experience in my life. The entire story is way to long to write here but all I can say is avoid RH like the plague!"
"I ordered a floorlamp for about 300 bucks. Had to order from the website because my wife is sick and can't get to the store. A couple of weeks later, UPS delivered the lamp in a box that had obviously been opened and re-sealed with large gobs of un-matching cellophane tape. Obviously a returned item. Unpacking it revealed why: the chrome base was badly scratched. Then my wife pointed out that it was the wrong lamp: they had shipped the wrong item. So we went through the rigamarole of re-packing and returning the lamp and RH sent us a replacement. Once again, the wrong lamp. Once again, scratches on the chrome.To compound this farce, wife had ordered a bluetooth keyboard for her ipad as part of the first order. When she opened that, she found the bluetooth adapter was not in the box. Another returned item? Almost certainly.RH has some nice stuff to sell but it's a badly run company. Re-shipping returned items without inspection is not a good business practice. Be ready to have your time wasted if you order stuff from them."
"I am a physician who as an anniversary gift for my wife bought her a dining room set from Restoration. Order #10267180Belgian Slope Arm Slipcovered Armchair Belgian Ladderback Upholstered Side Chair Salvaged Wood & Concrete Trestle Rectangular Dining TableUnfortunately, 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. To make things worse, the company has overcharged me over $1500 on the order. While I appreciate the customer service agents kind demeanor and verbal willingness to help the customer, ultimately they and the company fail miserably on execution. I highly recommend on buying anything from the company that you cannot carry out of the store yourself."
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