Restoration Hardware
Reviews and Complaints

We had a very bad experience with purchasing from Restoration Hardware . Purchased a the Sutter dinning room set a couple of years ago. The wood base and table top since cracked and it took month of pleating with R.H. to getting it fixed. More recently, we wanted to use our leaf for the first time, and realized it didn't fit. Once again, it was a nightmare getting it taken car of. The leaf was clearly from a different table, but Restoration Hardware's customer support simply doesn't care. The subcontract they sent out, said it couldn't be fixed, and since the set had been discontinued there was nothing the company could do. Restoration Hardware has serious customer service issued, but as I told the lady on the phone, they have lost a customer for life.

Very poor sevrivice. I purchase a frame from RH. It was damaged. They sent me the new one by UPS.Again it came damaged.I sent it back and pick up the new one in store. It was damaged again.I insisted to sell me a floor sample. I had to pay again. I did not get refund for the previos one. I called the. I was told I would get it soon. Email came 2 days later that credit was canceled! It is a nightmare..

I have worked at Restoration Hardware for several years now and we just get numb to the complaints. At the store level, we have no idea if products are in stock or not. The tracking system is a joke. Honestly, we have no idea when things will be delivered. We are told what to tell the customers but experience has told me this is always wrong. It is not uncommon to hear that customers have been waiting 6 months or more for their furniture. Everything comes from China so any delay is going to be a long one.

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 6 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 embarass 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.

The problem with Restoration Hardware is that for all their glamorous catalogues and well laid out stores, this is a mail order company with an attitude. We ordered thousands of dollars of furniture for our house and half the furniture arrived damaged - when it arrived.

We waited up to 8 weeks for towels and are still waiting more than 5 months for a piece of furniture. In addition, they actually ship fragile items like mirrors and certain large items including some furniture by UPS instead of using "white glove" delivery. For the prices they charge, that is unforgivable.

When one calls to complain, they give one patronizing excuse after another. They also go out of their way not to provide any contact information other than the same customer service number that offers the same non-answers working off the same script that shows contempt for their customers.

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 *** 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.

I am so completely appalled and disapppointed in Restoration Hardware for their new catalog which is the size of a book and probably killed 4 trees just to make it not to mention all the ink. I have no idea why, in this internet age, anyone would want to so irresponsibly use up natural resources to sell doorknobs and sinks. I really wish their sense of social responsibilty could be a model for good behavavrio instead of a model of what you SHOULD NOT DO. EVER> I will not support this store again and hope others send notes too so they think twice about such a printing effort again.

I will never purchase anything from Restoration Hardware again.

5 1/2 months ago, we ordered a sofa and armchair. These are custom items, and have to be manufactured specifically for us. Fine. They promised 6 to 8 weeks. They delayed the order not once, but twice, so that it took 3 1/2 months to receive the items. Then, upon delivery, I could tell in the first second I saw it that there were stains and scuff marks all over the sofa (uh, quality control, anyone?). We asked for a replacement sofa, which again had to be custom ordered. So then, 6 months after the original order, the day before the replacement sofa was to be delivered, the delivery service calls to tell me that there are black stains all over this sofa, and they're returning it to Restoration Hardware, and ordering ANOTHER replacement sofa, which will again take 3 months to get -- for a total of 9 months wait time from when the original order was placed.

Unacceptable.

I call RH myself, and they offer me $250 cash back off the order, or a $500 discount on the stained sofa if I want to keep that. They wouldn't budge any further than this, even though it was going to take 9 months and over $3500 to simply get a living room set (that is, if that 3rd replacement sofa hadn't come with stains as well, like sofas #1 and #2 did). I told them to come and pick up the armchair, that we are returning everything and canceling the entire order. After I pushed further, explaining how utterly inadequate their attempts to satisfy me as a customer were, they agreed to give me a $150 gift certificate towards a future RH purchase.

Like I will ever go near their store again. This company totally failed, across the board, and I am outraged.

I will never purchase anything from Restoration Hardware again. 5 1/2 months ago, we ordered a sofa and armchair. These are custom items, and have to be manufactured specifically for us. Fine. They promised 6 to 8 weeks. They delayed the order not once, but twice, so that it took 3 1/2 months to receive the items. Then, upon delivery, I could tell in the first second I saw it that there were stains and scuff marks all over the sofa. We asked for a replacement sofa, which again had to be custom ordered. So then, 6 months later, the day before the replacement sofa was to be delivered, the delivery service calls to tell me that there are black stains all over this sofa, and they're returning it to Restoration Hardware, and ordering ANOTHER replacement sofa, which will again take 3 months to get -- for a total of 9 months wait time from when the original order was placed. Unacceptable. I call RH myself, and they offer me $250 cash back off the order, or a $500 discount on the stained sofa. They wouldn't budge any further than this, even though it was going to take 9 months and over $3500 to simply get a living room set (that is, if that 3rd replacement sofa hadn't come with stains as well, like sofas #1 and #2 did). I told them to come and pick up the armchair, that we returning everything and canceling the entire order. After I pushed further, explaining how utterly inadequate their attempts to satisfy me as a customer were, they agreed to give me a $150 gift certificate towards a future RH purchase. Like I will ever go near their store again. This company totally failed, across the board, and I am outraged.

Ordered two pieces of furniture from them in Sept. 2010. It is now Feb. 2011, still no furniture and the expected delivery date has one been changed to April/may or most likely June. No explanation is ever given for the unreasonable delays. Stay away from Restoration Hardware. Their customer service is awful, they just don't care about their customers.

I've read other bad reviews about this company, now I am concerned about the quality of the furniture if it eventually does come in. They don't even tell you about the delays, you need to check your order status online to discover changes in delivery.

Shame on your Restoration Hardware!

You have made it very clear to me that you do not care about your customers.

You sent me merchandise that was missing parts. When I called to get the parts, your customer service representatives were less than stellar. One promised to call me back and never did. Another hung up on me. The last person said she called local stores looking for the missing parts, but when I checked with those stores, they said no one from corporate called.

Let's be clear, I've spent thousands of dollars at your stores. Based on this experience I will find another retailer that appreciates my businesses and knows a thing or two about doing the right thing when they make a mistake

TERRIBLE customer service and shipping ability. I ordered a bed that was not back ordered and was set to ship on time (30-45 days).

Once the delivery date passed, i called customer service to learn that it was another month delayed (and by the way, they were sorry no one remembered to tell me).

Another month goes by, the date came and went, and i called again to learn it was another 6 weeks delayed.

I have since checked in on it twice and was promised it was still going to ship as planned.

That date came and went today... and when i called to check on the status, they once again pushed back the date another 2-3 weeks (and again, were sorry that no one remembered to tell me about the further delays)

All in, i am waiting well over 4 months for a standard headboard. I ordered one from Pottery Barn, it shipped 5 days later and was at my house within the next week. Will try to avoid Restoration at all costs.

We purchased a rather expensive and large mall to hang on our wall. The initial delivery was satisfactory. Although I opened and inspected the frame and glass before signing for the item I did not think to check to make certain that the hardware that they installed to hang the item was done properly. It was installed up upside down. An item over $1200 and it was installed upside down. After waiting weeks for another delivery nothing happened. The shipping company claims they came to the house but no one was home. We live in a gated community and they have to call our phone before they can get through the gate. Caller ID shows no calls made. Pathetic when they lie. We contacted our local store (we bought from the store, not online) and they were unable to help. Apparently they have no leverage with the people the hire to ship their items.
Now they want us to sir around another day and see if they decide to show up.

I certainly wish I would have read up on them before making a purchase. If you are reading this review and others on this site consider yourself warned. Restoration Hardware is a waste of your money and your time.

Ordered a headboard in Sept. 2010, it came and was of poor quality! It looked like a 3rd grader had glued it. Had to have it returned for a new one, oh guess what "we don't have one, and are not going to be making that bed again" and you can't attach a bed frame to it. After another month of waiting to hear back, at the first of Nov. 2010 ordered a different style supposed to be here by Dec.23, guaranteed and we have to pay shipping again! Called to check on it guess what it is back ordered too don't know when we will see it. Mind you we had completely redone a room around this bed, stupid us for taking them at their word. I will never buy a product from them again and I forgot to mention they had to have a deposit that money once again is wasted while we wait for them to decide if they want to make this bed. Stay far away from Restoration Hardware stores it is a scam. They take your money but don't deliver.

On July 11, 2010 I placed an order for the French Casement Vanity and the Industrial Tower. I finally recieved these items through Excell Delivery @ the 26th of August. Upon delivery, neither item arrived with any packaging or protection. Aside from this, The French Casement was missing both sinks that at that time, were to be included with the vanity. The casement was also missing one black bumper that is to be affixed so the sinks have something to rest on. The vanity also has oxidized and rusty hinges. I immediatly contacted customer service and was at first told it could take several weeks to locate my sinks. A few days later, I received a call that said it would be after January of 2011! I called again as this was unacceptable. I requested that Restoration Hardware pick up the vanity and ship a brand new one that had the included sinks. This was on August 26th. On August 28th, I received a call from customer service appologizing for the situation and an assurance that within the next two weeks at the absolute longest, I would receive a new vanity with two sinks and the original one would be returned. I asked for verification that I would be receiving the French Casement Double Vanity with two sinks, packaged appropriatly and by October 12. She assured me that there were 11 vanities in the system and one of them had at that moment been allotted to me. Today when I checked my voicemail, there was another message from RH informing me that it would be last Novemebr at the soonest, that I would receive the vanity. I immediatly contacted customer service and was told that while I was promised on August 28th that a vanity had been allotted to me and was on its way, the order was not placed until October 6th and at that time, all 11 had been sold. Therefore, I had been bumped and was now part of the back order. This vanity was ordered for a home we are building in Port Aransas Texas and the situation with the vanity is preventing the completion. I can't tell you how many thousands of dollars I have spent over the years at RH, at least $12, 000 this year alone. I am extremly disappointed in every process of this order. It is beyond unprofessional and poor customer treatment. I will absolutly be notifying the BBB of this incident and anyone else that will listen. I am appauled this could actually happen. I plan to contact the Houston Town and Country store and cancel my most recent order and wouldn't even consider ever shopping with this company again!

We had a very bad experience with purchasing from Restoration Hardware. Purchased a the Sutter dinning room set a couple of years ago. The wood base and table top since cracked and it took month of pleating with R.H. to getting it fixed. More recently, we wanted to use our leaf for the first time, and realized it didn't fit. Once again, it was a nightmare getting it taken car of. The leaf was clearly from a different table, but Restoration Hardware's customer support simply doesn't care. The subcontract they sent out, said it couldn't be fixed, and since the set had been discontinued there was nothing the company could do. Restoration Hardware has serious customer service issued, but as I told the lady on the phone, they have lost a customer for life.

I purchased 5 small lanterns for my yard-11'high and about 6" square, they each arrived separately boxed in 3 boxes the outside box was 4 feet by 18" and then the next box was about 3 feet by a foot and the last box was one that fit the product-even the UPS guy I showed the boxes and lantern to was shocked! This is such a waste to the planate I will not order anything from Restoration Hardware again. To add insult to injury, I called customer (lack) of service and ended up speaking to Ruby a supervisor who parroted policy and was uncaring and rude to me-although I was not in a mood to talk with trained chimps who have nothing but scripts to do their job, it added to the horrible experience. Bottom line, Interesting product is not enough-you have to have an earth friendly packaging strategy and human beings to talk to customers. This order has other problems ongoing but I would not recommend Restoration Hardware for any online purchase-get ready to recycle packaging for ever and rude uncaring customer service.

I ordered that same table but when it was delivered to my house there was a HUGE scratch mark on it, maybe 7 or 8 inches long. Well anyways after I called to make an exchange what do you know they offered me a gift certificate? I mean a gift certificate? Come on now I wanted an exchange not a gift certificate! After going nowhere with that I decided to email instead, the guy that wrote the email was like a coke head. So he told me to call him on his direct line to settle everything. Nontheless he offered me 3 choices: a full refund, some toot, or a ### meat sandwich topped with a bj. Thank you for nothing frustration hardware. F u k U Tootny

Prompted by sale, I ordered 10 dining chairs + 2 armchairs. Advised by the salesperson that if I chose one of the stock fabric colors, I could have my chairs in 2 weeks. With 2 big events coming up in 4 weeks, this was great! I received an order confirmation indicating the chairs would ship out beginning of October. When I called, I was given the ship date of Oct. 5 and that my next call would be from the delivery company arranging delivery. Next email announced shipping would commence December 12, almost 8 weeks after I placed my order. I had shipped my old dining room chairs out to make room for the new. I will be renting chairs for my 2 events as well as Thanksgiving!

Ordered for office

Lamp base + shade ordered in april.

Shade back ordered, promised for june.

Shade only available to ship out july.

Original method of payment declined, because funds expired june (admin matter).

Had shade been shipped out in june, funds would have been available.

Restoration hardware refuses to admit error on their side.

I purchased a sofa from restoration hardware about 7 years ago. The fabric was thin and when I expressed concerns about this the sales person told me it has a lifetime warranty. The fabric has disintigrated. I do not have a dog nor was it abused in any way. They claim it was due to normal wear and tear. I have another sofa in an ajacent room that was purchased around the same time and it is still in excellent shape. Resto hardware should have never used this material as a furniture covering and since has stopped. They have done nothing to help and for the price I paid I am incredibly unhappy with the durability of this item. Beware of their warranty. You would be better buying from ralph lauren for this price the quality is much better.