Restoration Hardware

Their furniture itself is fine. But, the store front people are rude and have no knowledge about their product. They are the least professional sales people on the whole colorado blvd.

I’m aware that RH has had a lot of issues with their supply chain and many of the stores have a poor sentiment on Unilocal but I experienced no such issues while purchasing living room furniture over the holidays at the Pasadena store. No snooty attitude, and the furniture was delivered within a reasonable time frame in-​tact. I love my metal parquet tables!
I’ve actually been to several other RH stores in the Bay Area as well and they’ve always been polite so I sometimes wonder if it’s only angry reviewers who post on Unilocal or if it’s really justified.

I have a very long story about this store and mainly about KATE, who is the head of designers team i believe. I love RH style and the store itself and i had great experience with a lady who helped me with towels, but… this so called designer thinks that customer have to run after her in order for her to email, call, or do something! lazy, unprofessional, tasteless person, who judges customers by the size of their house, and accordingly treats!!! She does not listen to you, she has no clue what you want she does not care, she looks at you but her mind is having a lunch somewhere…

Bought a Maison vanity last month with a Crema top. The delivery was made but the top and backsplash had cracks with the latter in the worse condition. I called customer service for a replacement and was told the next shipment will be in December. Our master bedroom was torn apart for installation of these pieces and weithout a bathroom to use for 4 months, I insisted to get a replacement sooner. The store promised a delivery today, a 3 weeks wait. The replacement came today. I insisted that they open the packaging so I can inspect the quality of the top. The delivery guys said they do not open units like this top. I told them that the store permitted it. Also the dispatcher also confirmed it. The guys finally opened it and saw the crack. It was disappointing.
I also bought a 70″ vanity mirror with these store. There was also a crack. I am still waiting for a replacement for this item.
This store’s quality control is so bad. They value profit ahead of the quality. They are in the «bait and wait» policy — you are stuck with their merchandise until the manufacturer builds another one for them, i.e., wait months before you get one.
The lack of communication between this company and manufacturer is so bad as evidenced by the same miscommunication between the dispatcher and the delivery guys.
I wish there is a «no star» rating for them.
Do not buy anything from this company!!!

You get what you pay for. At RH, you get quality and beautiful furniture that will last you a lifetime. I’ve purchased dressers, home décor, entry furniture, drapes, linen cabinets, bookcases, knobs for cabinets… I want it all. Before buying something at the store, check out the website. On occasion, you may be able to get it on sale. Speak to the sales associates to price match if possible and avoid shipping fees if an associate orders any of your merchandise in store. Luckily, I have not had an unpleasant experience with staff. There’s an RH store at the Camarillo Outlets. Their selection is limited but worth the drive if you’re furnishing your whole house.

Extremely long and slow delivery time… plan your redecoration projects accordingly. But the quality is always top notch (5 star quality), and the items has never been damaged. We ordered an Academie Bed online recently, and it’s the best most sturdiest bed I’ve ever had.

I got my bookshelf together with my sofa from this location, the experience was actually pretty great.
Unfortunately, last time I was there the friendly Italian girl is gone. Instead, some snobby uneducated woman managed to be a salesperson in the store. She was rude and always chatting with her equally annoying colleagues like that’s the utmost important thing while ignoring customers.
The store should educate their staff on manners before letting them help anybody.

I really want to say how amazing RH is. A true example of you get what you pay for. We bought an oak dining table last yr (grand baluster), which was so beautiful. We actually purchased this at the Boston location nearly a yr ago (gorgeous location). In the process of moving, our movers in Boston discovered that there was a crack in one of the legs as well as the tendon (occurring thru a natural knot in the wood). In any case, we went by the RH store in Pasadena, explained the situation, showed photographic evidence, and they arranged for an exchange of our table. The entire exchange process was painless, and our new table is perfect. RH customer service is top notch.
Highly recommend!

I had the best experience working with the sales associates at Restoration Hardware! They were friendly and courteous from the moment we walked in. We were greeted with smiles and they offered us water, even to my 7 and 9 year olds!
I was looking for a piece I saw online and while they did not stock it in the showroom, they offered swatches that I can buy to help with my decision on color, which are 100% refundable if returned within 30 days.
I placed my order on a Sunday night and two days later, they called to schedule delivery for Friday. When I realized I had placed the order for the wrong size, they helped me with my new order and were able to keep my original delivery date. Each person I worked with was friendly and my orders were confirmed via email within minutes!
The two guys who delivered the furniture were great, too! They had shoe covers and white gloves!
While their furniture prices and delivery charge are a bit on the higher side, RH trains their staff right and their furniture is beautiful!
The whole experience exceeded my expectations from beginning to end!

As a designer, I was very disappointed with the level of customer service. The staff is generally very confused, does not have a deep understanding of RH product, and does not understand RH pricing and shipping costs. At all. The bottom line is, this store could use some improvement on their customer service. Snooty attitudes are really not appreciated, by anyone! Also, it would really help if all sales associates were on the same page about product name, descriptions, costs, and shipping costs.
I called in around 10 am asking about linen coverlets and spoke to someone named Elaine. I requested that she put a couple on hold for me, and told her I would be stopping in later to view them and pick one up. She was nice enough, and said she would put them on hold for me. I stopped in around noon, and nothing was put on hold for me. Unfortunately, Elaine was on lunch break and wouldn’t be back for another 20 minutes. I was dealing with a very obnoxious sales associate gentleman, so asked to speak to the manager, Tina. Tina was able to pull a couple of the coverlets for me, which was great. I ended up purchasing one to bring home and compare with the rest of my bedding. I was also interested in a particular slipper chair, but decided to do some research before purchasing. Later, I called Tina to ask about the shipping on the slipper chair. She said the shipping would be via UPS and cost around $ 8 and some cents. Seemed a bit low, but maybe RH has some deal with UPS?
Fast forward to one day later, I called RH in Pasadena again (again, around 10 am), with the intention of exchanging the coverlet for another similar one. I described, in great detail, the coverlet I was looking for. The gentleman I spoke to, Will (seemed like a nice guy), said he knew exactly which one it was and said they have several in stock and he would put one on hold for me. I confirmed the name, color, etc with him as well. I came in later, around 1 pm. I couldn’t speak to Will, as he was on lunch break (maybe my timing is just really bad?). I ended up dealing with another sales associate who brought out the coverlet that was on hold for me. It was the wrong coverlet! The one I really wanted, was out of stock, and also cost more than what Will quoted me. I also decide to ask this particular sales associate the cost of shipping the chairs. She said $ 50. Okay, $ 50 seemed more realistic, but why would Tina say around $ 8?

Don’t go to this store to buy bath towels. First of all they’re out of many sizes and colors. Secondly they don’t want to disturb their display so they have to go in the back and search for something for you to actually hold in your hand. It was a complete waste of time.

RH has a nice floor setup although I wish it was bigger to have more samples of their furniture pieces.
The furniture is well-​made and beautiful, but comes with a hefty price tag. And the ordering times can be quite lengthy, ranging from 2 weeks to a few months. That may be the only downfall aside from spending a few weeks salary.
The sales staff was friendly and non-​intrusive during our browsing of the store. If you’re interested in quality pieces, check out RH!

We have a house built in 1935 so when we had asap hardware needs, we thought of Restoration Hardware. The folks at the Pasadena store were helpful and we were able to order items that were delivered in just a few days. The items arrived in good condition, and 3 years later are holding up and still looking great.
Sadly, the online experience of RH is vastly differently. We ordered a hooded towel for our grandson from RH baby site and with an estimated time for delivery 5.5 weeks. We thought they were overestimating delivery time… but not so. Then I checked Unilocal reviews and discovered just how little RH seems to value customer service.
Would I go back to the Pasadena store? Probably. But customer service for the overall organization would make me hesitate for any big purchases.

My drapes and shades were installed (Sept 20^th… The installer is amazing, from RST Installations) and I have been using them and enjoying them tremendously!
The material and the colors work very well in all the rooms. The shades are easy to operate without too much trouble.
The blackout shade is truly blackout but light does come in on the sides. Glad I got the liner on the office shade because the sun does shine on that side of the house. The shades do have a natural crease in them, that fades when you leave the shade closed for a long period of time. But it returns when you open it. So frequent open and closing equals, a crease. (Thus the natural linen and cotton fabric) If that would bother a customer, perhaps the tailored roman shade would be cleaner.
Drapes are easy to open and close, although I will be getting the drapery wand to prevent hand oils repeatedly touching drapes. I was expecting a little more wave when the drape is closed but more fabric equaled more money that I was not sure I wanted to invest in and I thought it would make the room heavier.
I am glad I got the longer length. Installer agreed. It does make a difference. I found a wonderful seamstress that hemmed them for about 60 dollars.
The installer is my kind of worker. Punctual, tidy, skilled, thoughtful, focused, and thorough. I valued their work so much that I asked them to come back to install my daughter’s drapes that I had handmade. There was unforeseen trouble with the dynamics of these curtains and the installer came back a second time to adjust to perfection.
I also spoke/​emailed Suzanne from RST Installations several times and she never insulted my many questions. She was always upbeat and ready to help. I think she is a night owl like me, because I was surprised and happy she would respond to my late night emails right away.
Thank you again Thomas @ Restoration Hardware for all your help and setting up the order, more than once! Please accept my deepest thank you! I appreciate it so much.
Thank you again to the installer for your detailed, beautiful work. I envy your skill! Where can I take a class?!
I am in love with RH window treatments!!!

DON’T GO HERE!!!
The delivery method is TERRIBLE TERRIBLE and the story is not even over.
Long story short, I was guaranteed to recieve my ceiling light fixture on a certain day (two whole weeks before I ordered it). Due to no confiration, I called to follow up. They found it but it hadn’t shipped out yet (one day before promised delivery date!)
I explained that I had a handyman coming out to install this light for my son’s graduation party and it should have delievered to me as promised/​guaranteed. She said, «I’ll ship it to you UPS red and you will get it by tomorrow as promised.»
With no confirmation in my email, we followed up for a 3^rd time and it’s still sitting in the warehouse! No light fixture as promised yet again. Who are these people?!
Who knows when I will ever get my ceiling light but it certainly won’t be for my son’s graduation party, as promised.
A huge turn off. Never again.
ps A big note here: The associates here are very snobby. Quite unfriendly and rude. I’m not impressed. You’ll see. Go check it out. You’ll remember this post and think, «Aha. They are rude!» Their rudeness should have been a sign of what’s to come with this nightmare delivery. Lesson learned.

I am a designer and happen to have a very good report with all of my clients. I give them the best service and make them feel like they are the only client I have.
And they feel that way, because every single client matters.
Restoration Hardware has a great concept… and a lot of my clients like many things in the store. So I decided to open an account with them, to be able to give my clients what they want.
However…the experience was below my expectations. From management to sales associates no body knows what’s going on there.
I opened the account a week prior on ordering anything.
Than when I walked in to place an order they didn’t have any of my paperwork.
So they made me fill out a new form, which is fine!
Than they told me I have to wait 10 days to get my check cleared to have anything happen at all… meanwhile the merchandise is in stock and my check was cashed the following day and had cleared my bank.
Than I call back to check on status of the order… the girl didn’t know anything. And kept repeating the same thing over and over again. I still don’t have any idea to when the merchandise will be available or what to expect. She kept saying the back office and that she didn’t know. and there was no one to check with.
It is so sad… it’s like red tape corporate mumbo jumbo. No one takes responsibility for anything. They are like robots. It’s like getting a home loan. They are so boring.
I really was expecting a lot more from them.
If you want to put your money in the hands of people that are incompetent and sound like bankers and have no clue… than go ahead and shop there!!!
BORING!!!
Did I say that?
Well that’s the only thing I can think of… when I think of them now.

Nice store as usual, but can’t say the same about the associates. I was looking for an artisan leather case for my iPad, and I was trying to get some input from the associates, but it felt like they were intentionally trying to avoid customer interaction. Someone finally checked in on my friends and I when I was already deciding I didn’t want the case anymore. She half heartedly asked if we were finding everything ok with an «I really don’t want to help you but it’s my job to ask» sort of vibe. I may not be a frequent customer who spends thousands, but regardless, common courtesy is usually expected when in a high-​end retail environment. Not your brightest moment, Restoration Hardware. I absolutely love the team at The Shops at Mission Viejo though!

Right in old town pasadena this location gets a 4!
The lay outs as always are very modern and unique. I have yet to find another store like this. Im always going back to rh.
Parking is an issue here :(

Nice furniture but not worth the trouble! Customer service is horrible. Redeeming gift cards is a nightmare! To redeem your gift cards, you either need to mail them to the company via certified mail (cost: $ 12) or go over to a store and present them in person. We ordered a chandelier that was supposed to be delivered in October. The item was back-​ordered without informing me and arrived in December on my porch as I was on a 2-​week vacation. Dealing with the idiots over the phone was even more heartburn. I will never buy anything from them. Stay away!

we purchased 3 bar stools a couple of months back. Since then, we noticed some slight chipping on the seat and considerably more after we had guests over this weekend. My wife went to the store to see what could be done and to our surprise they are exchanging the chairs for us. I’m usually hesitant every time my wife brings up the idea of purchasing items from RH due to the cost, but the finish and service is worth it. We were very surprised that they were so accommodating and were there to eagerly service and make their customers happy. Great job! Keep it up!