Complain about a product or service

Restoration Hardware

Jennifer of Westchester CA (05/28/08)
I have spent thousands of dollars at Restoration Hardware. The three items that were grossly mishandled and still have not been rectified are 2 barstools for my kitchen island, cushions for my Montauk outdoor sofa that don't fit, and other existing Montauk cushions that have disintegrated on the inside.

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.

Judith of Mount Kisco NY (05/21/08)
Here is a copy of the most recent e-mail I sent this company: Here I was feeling a little better about Restoration Hardware. My third delivered item was not damaged. I got a credit or a discount (not quite equal to the current sale price but at least something for my time waiting home for deliveries). And I even received a gift certificate for $250.

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.

Laura of Madison WI (02/02/08)
We ordered $9000 worth of furniture 12/31/07 and have received most of it 4 weeks later. While we are very happy with the quality and style, we have had no end of problems dealing with customer service. Our main issue was with the bed. It arrived at the delivery site with no slats, where it sat for week with no one informing us. (I'll bypass the issues we had with the delivery service get our sofas out to us in a timely manner).

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.

Stan of Santa Monica CA (01/16/08)
The Jullian Easel was advertised online and in their catalogue as the original 1940s French easel......Features sturdy brass fittings. Made of hardwood that is dried outdoors for years to prevent warping. This description is not of the item I, and other purchasers, received. We received the Plein Aire model which is a recent replica made of different materials than those described. The original model is still available as described, but Restoration Hardware will not send this model that they advertised. Restoration Hardware customers have been misled into receiving an inferior product. How many of its customers are aware of this?

I returned the item, but others are victims of this fraud.

Melissa of Rye NY (01/15/08)
I ordered belgian linen handkerchief drapes for my dining room from Restoration Hardware. Because of their low inventory of these items, I purchased three at their store in Greenwich, CT, one from their MA outlet and one four from their outlet in Wisconsin. All arrived in identical packaging and all were labeled with their standard length of 84. I sent the first five to the cleaners to be pressed. They inadvertantly dry cleaned them but according to the care label on the drape. When the last three arrived I made sure they were only pressed by the cleaner.

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.

Tori of Layton UT (03/30/07)
Placed an order for a bed skirt from sale catalog in Febuary. Bed skirt was on back order, company informed it would not be long before shipment comes in. Finally in March received a card notifying they needed additional information before they could ship. I called the number listed and they verified my address, told me it did not match my address on my credit card statement. After three call later they informed me the shipment was cancelled and I would have to re-order and no longer would get the sale price. I had verified with American Express their was nothing wrong with the charge and my address had matched Restoration Hardware. My friend had warned me they have terrible service, but now I get to experience it myself.

Erin of Alexandria VA (01/05/05)
I could take up this entire space describing how horribly I was treated by Restoration Hardware Online Customer Service Department. On Dec 5th I ordered a bed and was told by three RH Representatives that I could use a promotional coupon I had received from a local RH store. On December 24th, I contacted RH about my order and was told that the bed was no longer available. They said that they had contacted me (which they had not). I called again Monday Dec 26th and asked to order bed and was told that they had 31 in one warehouse and another 27 in another warehouse available.

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.

Marla of Philadelphia PA (09/10/04)
I purchased a grand scale roll arm sofa chaise from Restoration Hardware for over $4,000. At the point of purchase, I was told my wait would be 2 weeks.

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?

Christine of Elk Grove CA writes (8/29/01):
Ordered products via internet at their advertised sale price and then they tell me the advertised price was an error and won't honor my confirmed order.

Won't get my products at the sale price.

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