Restoration Hardware
Reviews and Complaints

The armchair is made of brown Belgian linen. It looks well-made and beautiful. However, any stain it gets can't be removed. In fact, simple water rub makes a big whitish off-color spot. Such a disappointing high-maintenance piece! for the price the material paint should be more durable.

I would probably never buy from Restoration Hardware again. Glad we didn't get their membership!

The reason I am writing this is because of the extreme lack of customer service. My designer continues to be irresponsive. I have had to call, text, email over and over again before getting a response both before and after orders. Right now, my order is delayed. I was not notified. My order is being shipped to a container which is going overseas. The delay is a real issue. I am trying to find out about it and I get no response whatsoever. I will try speaking to a manager today. I am extremely disappointed.

I am writing this letter to complain about my Restoration Hardware Experience

I came into your store in Atlanta Looking to buy a sectional because of the many reviews that I read online in reference to the quality of your furniture, The purpose of me buying this couch was because of my husband. He's big guy and furnishing furniture shopping has been quite difficult for the both of us, We just recently build home retirement home, so I recently decided to bring him to your location to introduce your collections. I walked into your store everyone seems to be preoccupied, but finally someone asked if we needed help... The Trish representative who they ask to help was very nice. However after that everything else went downhill in reference to me trying to reach out to someone after the Delivery day has pass. I'll call several times asking to speak with Trisha but each time I called they said she was with a customer. No one asked if they can help? Finally at the leave and 11 messages I called and asked to speak with the manager. I believe his name was Mr. Rodriguez. He did his best trying to assist me and apologize for the inconvenienceI. I was already pissed.

I also mentioned to him I got better service shopping at Rooms To Go. This letter is just only bring customer service awareness. I just do not have time to include all the detail in this letter,
Restoration Hardware have a beautiful website they have professional pictures of people on their website however the level of customer service is not there. At least in that Atlanta location.

This is my found a concern. When the furniture arrived, The gentleman that delivered my furniture was very impatient and very nasty. The only questions I had was in reference to how to lock the sofa at the bottom. he act as if I was bothering him, I will google it the question.. So disappointed

I just want everyone to know that I would not be buying any more merchandise from your location and if I could have I would have canceled this order, The only thing that I can suggest. Treat your customers like you write your contract, You would not have to advise customers that they will lose 50% of their money if they cancel, And I did not know that until after I read the contract days later. There was no option for me to cancel but at the end of the day I will not be making any recommendations to your company. I never got the experience that you guys talk about on your website.
After having the couch about a year I have white spots that is now showing up on the fabric very disappointed

Lori Hill
Email: [protected]@gmail.com

When I opened my order for two oiled bronze cabinet latches one of the latches was missing the screws. I called customer service to see if they would send me the screws. They said they don't stock parts and I would have to send the latch back and they would send me another one. I told the lady I have to deliver the cabinet in three days and I didn't have 10 or more days to wait for a replacement. I asked her if they could take a set of the screws off another latch and send them. She said they could not do that. She suggested I purchase some elsewhere. The screws are a size and color that will be hard to locate and I'll probably spend another $15 on a $25 latch. I will never purchase anything from Restoration Hardware again and would not recommend buying anything from them!

Hello,

We recently purchased via special order, the cloud sofa in LEATHER.-a big mistake!

We have 4 massive pillows on the sofa that are so stiff and bulky that they do not come close to fitting on the sofa.

It's our fault that we ordered this piece in leather fabric. It's your fault for even offering it in Leather!

We're stuck with 4 huge pillows that don't fit and a $ 7, 000 bad mistake.

Redoing two bathrooms. Have all the materials from all the suppliers EXCEPT Restoration Hardware. Ordered over $6, 000 worth of bath fixtures, received a partial order of most of the items and at the last minute, received an email from them telling us the Dillon PN sink faucets are going to be two months late. This is unacceptable!

I would have never ordered from them had I know of these severe delays but unfortunately most of the the other items that match are installed. Now we have two bathrooms that we can't use because we can't use the sinks.

We purchased the 1930's French Farmhouse Rectangular Extension Dining Table on 9/19/2018. It was delivered on 9/27/2018 to our home in Hilton Head SC. We paid an additional 599.00 for delivery service. They set up dining room table in our home.

We moved on 9/25/2019 to Boise, Idaho. While movers were boxing up table we noticed cracks in base pieces. We immediately took pictures to provide to RH. I contacted the customer service department on 10/9 to request that they come to the house and pick up the table as I did not want this poor quality furniture in our home. I provided numerous emails from 10/9/19-10/11 with attached pictures. Today on 10/14/2019 we spoke to numerous customer service representatives.

The final decision their TEAM came up with was they could not verify table was not damaged on move therefore they would not rectify the situation. I requested numerous times that they send a representative to our home to see the table. The cracks are uniform and run from top to bottom indicative of poor quality. Our question to them was...So customers need to be aware that once you purchase an item from RH you can never move it for it negates you from having any resolution if the product starts to have issues secondary to the quality.

My husband requested that a detailed email be sent to his address with all involved parties names and titles so we can escalate this matter further. The customer representatives Caroline Sullivan and Annysia Diaz were who we last spoke to, they informed us they were supervisors and this was how RH handles these matters. There is the response they sent us...

Hello Todd,

Thank you for taking the time to contact RH Regarding Order [protected].

After review of the photos and your order, we have decided to not move forward in returning your 1930's French Farmhouse Rectangular Dining table. We came to this conclusion as a result of the age of the order and the damage being brought to our attention after the piece was disassembled and shipped from South Carolina to Idaho.

Please be advised RH reserves the right to refuse returns or exchanges of items that are not in as-new condition due to damage or misuse by the client.

Please let us know if you have any further questions or concerns.

Warmest Regards,
Annysia Diaz and Caroline Sullivan

We would like a representative to come to home and view table which is in mint condition minus the cracks. We would also like the table picked up and a refund, so we never have to deal with this atrocious business again.

Todd and Mary Smith
[protected]@together.net
[protected]

I cannot believe a company this size can not figure out simple things. I ordered and have confirmation on 2 separate orders of items. i waited patiently for orders and did not receive them. I called the 800 number and they told me both items were sold out. i said, I ordered over three weeks ago and have confirmation they said, sorry. How does this happen if i have confirmation, ordered as a gift and now nothing. I didn't even get a call to say the screw up. When i called, today to complain they just said, sorry... Will not order again pretty bad customers service...

This company makes terrible products. They are poorly designed. And very overpriced. I am an electricia customers purchase these products. And they hardly fit together. Rarely meet UL listing specifications. Stay away from these products if you are a consumer. If you are an installer you know exactly what I mean. If a customer presents you with a box from Restoration Hardware and wants you to install it. Tell them it will cost double. Because you will have problems.

I bought some décor stuff from the company www.restorationhardware.com. It was sale on the website, so I haven’t spent a lot of money. I got the order, but the stuff was defective. I contacted the rep and explained the situation, but this jerk refused to change the items and told me that under their policy it was impossible. I heard about their policy for the first time. I have no idea what measures to take now. Please, help me.

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:
- Charge 50% of a custom order at the time of placing an order, not 100%?
- Charge remaining 50% of the custom order at the time of actual delivery, not weeks in advance?
- Respond to inquiry as business not as a prison guard?
All products are made in China and financed by unwitting customers.
Welcome to RH experience.

I Purchased a slipcover couch, forget the exact model, in December 2006, took possession of it in January of 2007.Also this was a floor model I purchased. Two days ago I removed one of the slipcovers (the chaise cushion, of course the biggest one) to clean, and the seams on the cushion underneath are pulling apart and in some spots completely separated. These are down wrapped cushions so there are literally feathers coming out everywhere. Called CS and was given the spiel on ho RH stands behind their products and I should submit photos and info for review. So I Submit photos and info as advised only to be told that since It was a floor model that there is no warranty.What!? Floor models and sale items are sold "as is". If this is company policy it needs to be told to the consumer prior to purchasing a product. The last car I purchased was a "demo/floor" model and that still came with a full factory warranty. Am I surprised that a six year old couch has damage? No. Am I surprised that a company that "stands behind its products" would sell a $5000.00 couch and not honor a warranty when that object starts to fall apart? yep. A $5000.00 couch shouldn't be falling apart to begin with after only 6 years considering average life expectancy of a couch is 10-15 years. They were nice enough to ask if I would like to purchase a new cushion at about 50% of the cost of the couch after delivery. Long story short, buyer beware. Just because you are paying high end prices, for what is billed as top quality furniture, you don't necessarily get high end service, or even a warranty.

We purchased various different home furnishing items from this company, and always seem to have problems, but each time put it down to a rogue product or defect... basically we gave RH the benefit of the doubt on multiple occasions - well never again!
This company sells trash, plain and simple, just markets it very well.
Example 1
Dining room light set. As you can see from the pictures, while the finish is OK the wall versus center lights all have details which are totally different, yet sold as matching! Note - candle covers are different colors, there are different heights between the shade and the bowl; and the bowl is a totally different shape between center piece and wall light. The room we wished to use these in wasn't finished when the lights were purchased, and by the time we realised the problem and tried to return a few months later, were told we couldn't. Isn't it reasonable to assume that what you purchase from a high-end store as a set would match? Now, a few years later, the candle light fitting sockets are falling apart (plastic cracking), I have needed to replace 2 so far, including trips to big box, rewiring, and my labor. You just shouldn't need to do work after just a few years on such items.
Example 2
We purchased expensive drapery from RH, velvet, fully lined, nearly $200 per panel. Yet, when we hung them they didn't hang well, some twisted more than others... they looked kind of odd, not expensive at all! We were told by the shop that they would hang out in time, now we feel like complete idiots for believing this BS! What we found was actually wrong with these panels, is that while they are cut straight and true, the stitching between the liner and facing fabric is way off at the corners on 50% of the panels. Again, poor workmanship and quality control.
Example 3
This one is pretty self explanatory; see the polilshed nickel plated bathroom lights, they are all pitted with corrosion after only 5 years. The plating must be complete rubbish to be so bad after such a short period of time. I talked to a reputable plater, and he commented that it would be quite difficult to do a job this badly, "must be Chinese rubbish"!
So in summary, what we have been trying to do is purchase higher quality items in the hope they last, trusting that paying a little extra from a High Street retailer will pay off in the long run. But our experience is... don't waste your money on RH products... they are NOT quality, will NOT last, its all just marketing hype. To say we are very disappointed with RH, would be a complete understatement; and certainly will never waste our money on their products again.

I had to cancel an order for light fixtures and a beautiful sofa because of RH's incredibly poor customer service. I spent hours picking out all I wanted to have in my home for Christmas, but unfortunately after waiting more than 60 days, I had only light bulbs to show for my order. They wanted 30 more days. My time was wasted, my money was parked in their bank account (or spent), and sadly, communication is nonexistent. It seems that customers pay money to keep RH afloat, but customers sit and wait for their purchases with no communication in-between. The store leader says they sent communications, but I've searched all communications--even in the trash and nothing is there except sales announcements. Last night, I was told that RH was going to send confirmation by email of my order cancellation. Today, I have nothing. I must now get in my car and go to the store again and ask for something in writing. If this is how RH treats good customers, I would hate to see how you treat so-so customers. I did not even get good service while I was a potential customer. What are they doing? Why do they treat customers in such a pejorative way. Yesterday, the store leader told management that she had a frustrated customer. I was not frustrated, the service just made me very disappointed and angry. Big difference.

We decided on a lighting fixture from Restoration Hardware at a cost of about $600 then discovered the delivery cost would be $225! Ok, our choice, so we had it sent to my daughter's home and picked it up there when we saw her next and saved $100. We opened the box to find that the fixture was a dull grayish/taupe color --- NOTHING LIKE THE SOFT GOLD DEPICTED IN THEIR ONLINE CATALOG. We are waiting to hear what they're going to do about it. It looks as if we will have to pay the $225 to return it plus a restocking charge -- upwards of $400 for a $600 light fixture that was presented as a soft gold patina. It looks more like the driftwood crap they have in the stores. We are very disappointed. You would think a store with this visibility and supposed upper end quality furnishings could do a better job of producing an online catalog. We are not happy

"I ordered an upholstered headboard that took +2 months to arrive. The "white glove" delivery guys scratched my walnut floors & improperly installed the headboard so it looks like it is falling over. I called the company who ordered someone to come out & fix it, who proceeded to stand me up 2xs...when I called about getting someone else to come out, I asked about the floors & said I never heard back about them. I was very rudely told that the claim had been closed and there was nothing I could do about it. After asking to speak to a manager, it came out that the guys who scratched the floor said that 1) the scratches were already there 2) I wouldnt allow them to take pictures. These are the same guys who bullied me after it happened saying that I cant tell on them because they would get in trouble as they are not allowed to move furniture...their moving the bench at the end of the bed scratched my floors. They closed the claim based on what the guys said without even contacting me.

In the meantime I ordered a wall shelving unit that arrived crushed & a "silver" lamp that arrived a yellowed color.

My imagine of this company being a respectable & high end company was wrong!
Buyer Beware!"

I have a $200 Gift Certificate to Restoration Hardware. Unlike all other stores, Pottery Barn, Crate and Barrel, you cannot use these gift certificates at the Restoration Hardware website. You have to use your credit card and then send the gift certificate to them in to get your credit card credited. I have just bought a new sofa from Pottery Barn, thank goodness - hassle free and arrived early - and need some white pillows for the weekend. I drove 40 miles to the Restoration Hardware Store in Palisades Plaza to use my gift certificate. They had two pillows in the store with price tags on them that would work, but they would not sell them to me, because they didn't have any others. They said they would have to be ordered and sent to me which of course did me no good. I contrast this to William Sonoma. I was looking for a small kitchen cart. They has one that was perfect, but which they had discontinued. They were using it to display goods in the store. They called the manager at home on the weekend so they could sell it to me and sold it for a discounted price. We were all happy. I am just not sure what business Restoration Hardware is in, but from all the complaints on the web, it does not look like they are interested in selling retail merchandise or happy customers.

Everyone please be aware that the "Free Design " service is just what you are paying for...Not true design, because most of the so called designers are not really designers. A relative has found out after the disaster of this "so called design service" is just that, not professionally trained Designer, very poor presentation, all they are doing is making your home look like all the rest of the dummies that fall for this scam that Restoration Hardware is trying to pull over to all of us Houstonians. I guess Restoration Hardware's headquarters in SanFran believes we are all dumb Texan's.
Don't fall for this farce!
Shop Smart.

Wm

Do NOT shop at Restoration Hardware if you care at all about customer service. I cannot believe this is possible, but I received a gift card for $750 for my wedding. I bought a couch online and went to enter the gift card number - only you can't use gift cards online. So I called, and was told that they could not accept gift cards over the phone or over the internet, and I had to PUT IT IN THE MAIL. Ok, fine. So then I move and unfortunately, misplace the gift card - totally my fault. I had the number, the date of purchase, and all relevant information, so I called and asked them to replace it. They cannot replace gift cards, they're "like cash". No one had an answer for my question - "so, you ask people to put cash in the mail?"

Now, this is all happening after they deliver the couch, BREAK my front door, and refuse for hours to send a locksmith so I can close my front door and lock it (it was a Friday - the actual quote from the ### in customer service was "wow, I'm SO sorry! That is dangerous to have your front door like that - I will do everything I can to take care of this...when I get back into the office Monday morning") When I asked to file a claim to have the gift card replaced and my delivery fee waived, some idiot promised me he'd have an answer for me "within a week". After three, I called him, emailed him - no answer. A month later, I went into Restoration Hardware and told them what happened. They said "we'll get back to you in a week". Two weeks later, I had to email the guy who gave me his card. Two weeks after that, someone called me to tell me, nope gift card is gone, no way of getting my $750 back. So they have essentially stolen $750 from me, with no recourse available to me.

And the best part is, it's only so-so furniture - the couch came with threads loose, not worth $2500 by a long stretch. Certainly not worth the ridiculous gift card policy and not worth the absurdity of my experience with this awful company.