Restoration Hardware

I love Restoration Hardware, have been shopping at numerous locations for years. Unfortunately on my last visit to the Fashion Island location the staff there was very rude and didn’t seem interested in helping me. I wanted to buy a bunch of new things for my new house but nobody wanted to help and the store wasn’t even busy. I would recommend a different location if you want good customer service.

Like the store, love the products, but this particular location has poor customer service. Rude and unhelpful. Will be going to SCP in the future.

I had a great experience purchasing dining chairs from this store! Soraya helped me place my order. She didn’t make me feel rushed despite the very busy holiday shopping weekend. Shipping was quicker than expected and couldn’t be happier.

Later the same day as I wrote the above review, I was contacted by the scheduling department to schedule an appointment with a designer. Against my better judgement, I agreed. I am partly glad I did it. The designer, Roya, was awesome. She is easily (from what we could see) the most useful person in the store several times over. The scheduler, on the other hand, was terrible. Unfortunately our designer was not informed of our appointment, so she was assisting another (walk-​in) customer when we arrived. She said she felt terrible about the mix up, and if we had time to wait an hour, she would be happy to help us. She seemed so sincere that we decided to stay. After precisely one hour, she came and found us, offered us refreshments, and proceeded to give us all her attention for about 2 hours of very productive consultation. Since we now have her card, I don’t think we will ever talk to anyone else at the Newport store again. The extra stars are for her alone!

The customer service at this store is abysmal! The staff ignores you and they are not friendly at all. I had to wait in the check out line just to ask if someone could help me on the floor. Once I got up to the cashier counter and asked if she could get a sales person to help me order two chairs, the cashier indicated that they only had one person on the floor and they were currently helping someone else out and I would have to wait 15min to 30min for someone to help me. In addition, she went on to say she was waiting to take her lunch for over an hour and needed to get a break. The staff here seems stressed out and unable to handle just a couple of customers in the store.
The worse part is I work across the street from the mall and I specifically went over on my lunch hour because I was not going to be able to go after work. Because I could not wait 30 minutes for someone to help me I was unable to buy the chairs that day when they were on sale. The next day the sale ended and the same chairs were much more expensive. As a result, I am not going to buy them.

Love this store! Despite the bad reviews I personally have had a great experience each visit. I’m obsessed with everything! Redoing my entire house. Love the slate paint color and the quality is impeccable. RH always has amazing sales so be patient. It’s easier on your pocketbook. :)

Well, despite all negative reviews I decided to give a try to this store. I do agree that people could be more friendlier in this store, I would even say more smiley, but I got lucky and my two ladies were very nice. First lady who greeted me and hooked me up with one of the designers were super sweet, nice and very patient, she showed me all different furniture options and sent me approximate price for my furniture. Designer girl was good, she gave me some good ideas regarding rearranging my furniture, which eventually worked really well. And now, I think, the most important part, Castomer service was pretty awesome! They delivered earlier then promised, everything came in the great shape, nothing broken. Bed bench was too short and I contacted castomer service again and they picked up huge box next day! I exchanged curtains 3 times and they returned money just on time and sent me a new ones right away…
I am very glad that I went with my gut and really had a good experience. My bedroom looks really beautiful, I want to spend all the time there from now on!

I love the Dining Table, Chairs and Chandelier we bought from Restoration Hardware, their selection is great and they have a variety of sizes & finishes like no other. The problem came when we tried to hang the Chandelier over the Dining table. We have an Electrical Box in the ceiling, the hardware they give you, is not compatible with that, it could be, but you have to force the glued pieces apart and run the risk of damaging them. Restoration Hardware’s Product Specialist has only one solution, call a Licensed Electrician. We have put up many lights from many Stores ourselves, the hardware provided would work for any situation, without having to force anything. So «Note to Restoration’s Product Specialist» how about providing installation options?

I guess I’m one of the few who had zero issues with delivery. My sales rep lady was so kind and patient when I bought my 1960’s wingback chair. The only thing that was kind of annoying was my credit card didn’t process the first time I bought and I didn’t find out until 2 weeks later so I had to call a number and have them charge again. 2 weeks later, it failed again! So finally I just changed my card and then it was fine. The original credit card is my visa though which never has any issues so idk why it wouldn’t work. But I LOVE my chair. It arrived safely and packaged well.

My first time in the store I was not greeted or acknowledged for a while but when they did notice me they called over a sales associate to help me. They were helpful. I was there to buy a linen shower curtain and some coordinating linens. Their samples showed very different colors for graphite. One was in the browns the other in the grays. I asked them if they would do something about shipping and handling since the color was uncertain and finding the right fabric could get expensive. They agreed and gave me a small discount on the shipping. Their deliveries take a long time. Most home furnishing stores are a lot faster. They did get it ahead of promised date however. The color was very different from either sample (it was variegated with white thread) so I went back to the store to see if they could help me. I was greeted immediately. Two people helped me! I noticed I didn’t get any email receipt with the new shipping date that they had given me for my even exchange so I called RH. After a bit of negotiation when they told me they couldn’t even begin processing the even exchange until my money was credited back. I explained how unreasonable I found the total long wait and the customer service person looked into the situation and expedited the second order. I was very satisfied with their customer service. And the linen shower curtain was beautiful.

I too would give RH a ZERO if that was an option. The delivery operation at RH is terrible. And the customer service department did nothing to rectify their mistake. On Jan 26 I ordered 4 chairs and 1 coffee table. it was supposed to be delivered Feb 4 – 8.They were supposed to be separate orders because I had heard how bad RH was.
However RH combined the order and then their delivery department for some unknown reason (supposedly a «computer glitch») said that the coffee table was back ordered. So they held up the entire order until this imaginary date in March when said they would have stock back in. The stock was always in the warehouse. But no one checked and NO ONE bothered to call me about the delay. It wasn’t until today, after I hadn’t heard from them, that I called. Only to find that nothing had been processed.
The Customer Service Supervisor kept trying to blame the computer in their delivery dept. He did not seem to understand that this is a serious issue with RH. I explained it was their mistake and now I need it for a client by next week. I had a truck going to LA, and I asked if I could go to the Distribution Center and pick it up. I was told no. Then I asked if I could buy a floor model from a store and was told no.
This is not a company that cares about customer service and it does not seem to care that they have serious operational issues. That is evidenced by how many negative reviews they have received. Enough of these negative reviews show a long term problem with nothing being fixed.
Believe what you have read in everyone’s reviews. They are that bad. I would never use them again, nor recommend them to anyone.

Not sure what’s up with all the bad reviews but this store has always been very helpful with all my purchases online and in store. They even extended a promotion for us for today’s purchase.

Worst experience ever with a retail store. We placed an order for over $ 10,000 dollars in November, were told to expect delivery the first week of January. Come January, we had not received any call or e-​mail. We waited until the middle of January, called the store to see what is going on and were told there was a short delay but could expect a call to schedule delivery in a week. We waited again, again no call, 10 days after our previous contact we called back and again asked what is going on. This time restoration hardware said our items are now indefinitely delayed and will not be delivered in the foreseeable future.
The employees we dealt with at the Newport Beach store did not help us at all with our order and seemed to not care at all about our continual delays. We had moved into a new house in October and have waited THREE MONTHS for furniture. Now we find out 3 weeks after we were expecting delivery that our order cannot be fulfilled. Some follow-​up would have been greatly appreciated. In the future, please let your customers know as soon as their orders are delayed and do not string them along to wait for months and months for items that will never come. This is NOT the way to run a business, restoration hardware should be ashamed. I can guarantee I will never shop at a restoration hardware again.
If you want any guarantee you will actually get your furniture or get any customer service while you wait for your furniture LOOK ELSEWHERE (Pottery Barn is a great substitute).

I hadn’t been to Fashion Island in several years, so on a recent visit, I was quite surprised to see how it had grown… a very big positive. They added Restoration Hardware, and while I haven’t ever conducted business with any Restoration Hardware, this one at Fashion Island caught my eye instantly with some very lovely, if not dramatic, furnishings. I don’t recall any other R.H. being so nicely appointed with furnishings and other accoutrements. While not one person asked to help us, I also didn’t want any help… just wanted to browse… and I’m guessing, they make that assumption, which is why the other Unilocalers didn’t like the service. Who knows. I just know I really enjoyed what I saw here.

We visited this store while staying at Newport beach. We couldn’t see a sales person while we entered. No one greeted and noticed us. We were wondering throughout the store and find a piece that we were looking for. It was way overpriced and we decided to skip that for now since it was not worth it. Not a good customer service at all.

If I could write a 0 star review, I would. They don’t even deserve this 1 star. There are so many better options with excellent customer service that I will never buy anything here again.
I have been a great customer of Restoration Hardware for years and always had a wonderful experience shopping at the store in West Hollywood. The location is wonderful from the sales team to the store manager Carrie. Recently I have been working a lot in Orange County and decided to buy my husband a new duvet and shams from the Newport Beach location for his birthday in January. Well it’s been an absolute nightmare! I am not one that complains but at this point it’s necessary. The lack of unprofessionalism of this OC store is just an embarrassment to Restoration Hardware. Jose (the store manager) is a disaster and ruining this store. He’s just not training his team well or making sure simple tasks like returning emails and phone calls are completed. I’ve had nothing but a horrible customer service from this store in Newport Beach since the start. This store is full of promise but never does anything they say even after making a mistake.
The store team employee professionalism is below standard and lacking high-​end customer satisfaction. The sales associate Jeanne on January 2^nd and the stock department both do not know the difference between Cal King and Eastern King and had to charge and return the same day when they gave me the wrong items after nicely and clearly asking for my specific items. She wanted to charge me three different times and put holds on my card even though she didn’t realize there was a difference. Plus she forgot to include the 20% sale on the transaction. Then they messed up my shams not understanding the difference in monogram options when I was polite and clear. I’m baffled that they don’t know about the options of other items of King Euros and regular Euros.
I emailed them right away when I got home and realized she made yet another mistake! After not getting a simple phone call from a manager on Jan 6^th I called the store again to resolve my concerns. A lead associate answered, listened, put me on hold for a long period if time (where complete mindless employees would answer and say completely inappropriate phrases such as «what do you need?» and I would return, another person is calling customer service to help me, thank you.), I am still waiting resolution. The lead person who was the nicest of them finally told me she would have my item corrected as I originally asked for to be King Euros in Block 2. She even offered to overnight them. Well that never happened! Later, I received an email that the incorrect item was now shipped and ground. All I wanted was this to finally be resolved.
The only employees they have who actually returns messages, emails and promises is a gentleman named Ray. He even went above and beyond giving me his personal email when he didn’t me email at the store which was appreciated. Jose never «receives» emails… Nor does the general email get checked. Mine never got «received» either. I asked them maybe to check their junk email. No luck either. So I have to call, sit on hold for hours while they research and they had call customer service to find my order number which magically didn’t pull up either. I have photos of the items they sent me that were completely wrong and the monogram was 90 degrees off. It’s been over a month now since I ordered the shams! I don’t know how anyone wouldn’t catch this either. One of the new ones are not in the exact center but I’m over waiting.
During one of my many calls to the store, Jose the manager told me his team just isn’t up to the West Hollywood store level. I’m normally more forgiving if little mistakes but this Restoration Hardware is a nightmare!!! I’ve never spent up to 6 hours now ordering, purchasing, calling, following up for a personal or a clients order. Especially a duvet and 2 shams. Since my order is still not perfect the way I wanted it, the store manager finally called me and offered me a $ 50 gift certificate for the mistakes. This is just not adequate after waiting over 5 weeks. The team leader promised me overnight delivery after the first mistake but that didn’t happen either. Now I am expected to wait another week or two for a gift certificate to spend at this horrible store. I don’t feel comfortable ever purchasing anything from this company again.
The funniest part of all is Jose just called me back and said is there anything he can do at all to make up for this and he would bend over backwards to save me as a client. Well refunding my card for the entire sham amount and calling it a day would probably be the best idea. I’m never buying anything again. It’s sad too because I was just about to buy a fancy «Alder» bed and the «Zinc» bedroom collection. Too bad Jose, you’re looking a huge sale.

My husband and I checked out some furniture online at RH totaling over $ 6000 that we wanted to purchase immediately. We came to RH at Fashion Island to check the quality out in person and I cannot express to you how awful the service was at this location.
If I could give zero stars, I would. So please reader’s, be aware that this review is actually a «ZERO» review for their zero customer service, zero efforts, and zero behavior.
When we arrived, we went straight to what we wanted and proceeded to locate a sales person who could help us. The sales lady seemed very irritated that we wanted to view leather samples so we could select a leather color. We overlooked her attitude and proceeded to sit down and try to make a leather selection from the swatches we were provided. As I was seated, another sales lady came over to the couch we were on and said rudely and repetitively «excuse me, excuse me» so that I could get up for her to show another woman some faux mink pillows that were under $ 50.00.
We were planning to purchase $ 6000 + dollars of couches and this brilliant sales manager decided to kick us off the sofa so she could show some $ 20.00 pillow. Rather than pick up the pillow which we were not leaning on or resting on in any way, she literally kicked us off the sofa.
Congratulations on making a $ 20.00 sale dummy. This specific location missed out on having higher sales numbers in an effort to be clowns.
To be fair, we did like the quality as there is not really a whole lot of quality leather furniture choices in the industry right now (that we could find), so we made the purchase online. If you are set on purchasing from RH, please do yourself a favor and purchase the items online.
RH employees (the rude ones, you know who you are), if you are reading this, you suck and you need to get your act together. Have some etiquette, be personable, and smile once in a while.

Stopped in for some stocking stuffers and was very pleased by the selection they had for men! And they were all on sale which was great because a few days later I found some of the same things at different stores but because the items were on sale they saved me money!
I did feel that there customer service could have been a little better, I was standing at the counter and was ignored for over 10 minutes which is ridiculous, but once someone finally acknowledged my presences they were very nice.

The worst customer service I have experienced; ever. My sister and I put three items on hold (heavy, didn’t want to carry around the mall) and we came back one hour later to find no one knew where they were. Fine. Mistakes happen. The woman at the front was totally uninterested in helping us. It almost seemed as if she had never been in that store before, she knew so little about the products or even basic transactions.
I was exchanging an item for a different size, which had to be ordered since it wasn’t in the store. She kept trying to convince me not to exchange the item, just to return it for gift credit and come back later. Also, it was now on sale, so I was due store credit. She didn’t know how to do that, so called the manager over. In a quiet but definitely audible voice, he said «It’s complicated; just give don’t give her back the credit». Um, I can hear you. Okay, sigh, I can do it. Reading over this I cannot adequately express how poor the customer service was from the people on the floor to the manager. It’s too bad too, since they make nice things but after 30 minutes (including when she went into the «elevator» to look for the items on hold and disappeared for 15 minutes — coffee break? hiding?) i will never buy anything from here again.

When the Federal Government finally breaks me off my $ 25k tax return, I will spend it all in your lovely store on a couple Aviator and Copenhagen chairs, a Kensington Collection Chesterfield sofa, a 12′ salvaged wood dining table, and possible some silk drapery (on clearance)… oh and a couple gallons of that gorgeous Silver Sage paint too.
Thanks for the inspiration, RH… while you’re a monthly guilty pleasure… all your big items are just *that* much out of reach. ‘Been to a lot of your stores, this one has gotta be my fave.