Restoration Hardware

I don’t recommend this store, or purchasing anything from this company. Ever.
In late 2014, we ordered quite a bit (outdoor furniture, indoor stools, lighting, etc.) for a house we purchased and remodeled. We dealt with a lot of vendors and retail stores, online and in person, and RH is by far the WORST!
The reason I am writing this 1 ½ years later, is because of their POOR product quality. We bought the Belvedere Luxe Teak sofa and 2 ottomans in «natural». Even at 20% off, the total price was almost $ 5500. We barely use them, and have kept them covered when not in use, or without the cushions during the rainy months. They are beginning to fall apart — $ 5500, after 18 months! You can’t write product reviews on their website; when you complain to customer service, they write back 2 weeks later and ask you for your receipt number, the products you purchased, etc. — They don’t bother to look this up online, under your name. So I had to write my «review» here.
This particular location also messed up our order horribly, delivering things to the wrong address, etc.
We purchased lighting, which our contractor said was the most poorly designed lighting for installation he had ever seen. Returning anything is a nightmare. One customer service agent, when I called to tell RH I had sent something back (which they require you to do), asked me to go back to UPS and retrieve the package before it got sent back! Why, I don’t know. But, I didn’t and it got sent back.
It takes them over 14 days to credit your account. The are just bad all around.
I am most upset, though, about our outdoor furniture and the poor quality of construction for the price. Crate and Barrel, Room & Board, and even CB2 have much better customer service, and far better quality products.

Carl was really amazing and helpful when I called today to order my bedding. He was knowledgeable about the product set and took my order over the phone, and just like that my beautiful new bedding set was on the way! I am very pleased with the service I received. I’ve been to the showroom before too and everyone is very nice and helpful.

I can’t say enough positive things about Greg Gonzales. He was extremely helpful and pleasant to work with. He helped me pick out a beautiful bed frame and dresser while staying within my budget. It was my first time purchasing furniture from RH and I certainly see myself coming back for more items!

I would give this lovely store 5 stars, but their wait time on ordering furniture is ridiculously long. Very frustrating when you spend a large sum of money on a sofa and have to wait for almost three months for delivery. Their lack of any inventory reflects poorly on such a quality store.

I’m not sure why this RH location has such poor review on Unilocal.They’re busy and you sometimes have to wait a while for assistance but the customer service has been phenomenal in my experience. Ryan Castillo helped me with my order. I had a coupon and ordered several big items, including a dining table, chairs, and sofa. The dining table ended up being too small for my condo. When I called Ryan about the exchange, he did it without hesitation and even jumped over hoops to get me the original discounts. There was a delay in my sofa production. Ryan, again without any hesitation, got me a loaner sofa within the week. While I love all RH products to begin with, the customer service makes it a fantastic experience!

I met my designer about 2 weeks ago at RH and received excellent service from the sales team. The team was very nice, offered my designer and I a sparkling water, and happily provided material samples when asked. We spent about an hour sitting down at various sofas to discuss the numerous options, and were not bothered unless we asked for help. I had been in discussions with another sales person at the Corte Madera store but had been unhappy with the lack of responsiveness. So when I was ready a few days ago to place my order, I sought out Gregory Gonzales (GG) who had provided so much assistance the week before.
I am in the service industry and am sensitive to abrupt service; I was happy with the service that I had from GG and will be ordering more products from him in the future.

I really, really wanted to like Restoration Hardware. Dropped by this afternoon and there were about 10 people in the space, maybe 2 or 3 were clients — I didn’t even get a mere sign of acknowledgement — no eye contact, no verbal communication or effort put towards a «hello» from any of the sale people on the floor. I’ve been in this store/​showroom a couple of times in the past year, and it’s always the same story. Yes, RH is over-​priced, the quality of product is mediocre and they’re not exactly green with their encyclopedia catalog mail outs. but the customer service is the SH*#s! BYE BYE RH!

I’m not sure why everyone seems compelled to hate on this place. The building itself is gorgeous and as one would expect, it is equally gorgeous inside as it is out. I’ve been in there perhaps five or six times for various projects and while it has sometimes taken a few minutes to get someone’s attention, I think this is far better than other high end places that follow you around, which always makes me think they think I look like I’m about to steal something.
When I was there to get paint, once I got someone to help, he really was knowledgeable and helpful and had my paint ready and out the door (with great little paint handles!) in under 10 minutes.
Today I called and (no phone tree!) spoke with someone else who seemed coherent and genuinely helpful. I don’t know where everyone else is going but this is more than I can hope for out of a chain store these days.
Perhaps this obvious, but their stuff is gorgeous and well made. Yes, it is expensive, but as someone who has owned a lot of «cheap» furniture over the years, there is a huge value in a few beautiful things that you can trust will last.

I went into the San Francisco store to get something small. It was a little difficult to get help. The store was busy. But there was one non-​busy personality who kept avoiding making eye contact with me even though he walked within 1 foot of me twice. But when I finally did get someone else to help, she was extremely helpful. She made calls to other stores to find the item. I had the item delivered to my house for a small price. So even though they might have certain personalities who might not be the best sales person around, the others were extremely helpful, and they got me what I wanted. BTW, the helpful person was named Michelle.

I’m surprised by the 1 and 2 star reviews. While in retrospect, I agree the showroom is on the smaller side — that might be a surprise for people driving a long way to visit the showroom — I went for a specific purpose, so that didn’t bother me. I was interested in getting the Sorensen sofa and called RH during the week. I spoke to Carl over the phone and he was great — took time to talk about the dimensions of the sofa and how it might look in my living room. He explained that they don’t have it in the showroom but I could come in and they would be able to give me a sense of how it would look and feel based on the other sofas they had on display. I went in that weekend and worked with Tatiana and Carl who both spent time with a measuring tape showing me how the sofa would look based on the sofas they had on display. I purchased the sofa, it was in stock, and also had a good experience with the delivery service. They called in a couple days scheduling delivery for the following weekend and said 2 days before they’ll give me the actual 2 hour window. During the 2 hour window, the driver called giving me a 15min heads up. The delivery guys were quick and also accommodated me asking them to move the sofa to see how it would look in 2 different places. Later that day I got a call from RH asking how the delivery went and just to check up. Overall, had a great experience from beginning to end.

OMG!!! This is by far the worst company that can even arrange delivery. How can even a well established company like Restoration Hardware even have a delivery company called Selective Express Logistics at all? They have cancelled twice on delivery, called them 4 times to date and 2 of the 4 times they can’t even figure out when is that delivery date. They really get negative 10 stars if that was an option, it’s already overly conservative with 1 star! Stay away! This was extremely horrible and do not recommend for any one else!

i wanted two of their bath rugs, and asked them to hold them for me. the guy who promised to let me know, never called. I called again and put two on hold. drove 16 miles to walnut creek storeand they had only one rug on hold. so they brought me rugs from a new dye lot. different color… ouch. so i got flexible and took them home. they are not the same size and one of these ‘high end’ rugs is poorly sewn on one end.
yes, they are thick, and cotton, and pretty. by the time i return them i will be out alot of gas and time. this is par for the course for alot of corporations. i think the word im looking for is pretentious.

As a whole the company is a Hot Mess. They have closed all but a few stores. The stores still open are a JOKE with very little merchandise.
As for our order… which we did in a store by catalog… another joke.
The shipped the wrong chairs… they failed to tell us that our other order was on Back Order until after January… we purchased the stools in October.
Then…another ft er shipping the chairs back. instead of simply exchanging the first 2 chairs they had shipped. the refunded the original chairs to a now defunked. Cc because I had to CX. it. so they needed a new card along with telling that the already back ordered stills won’t be in until FEBRUARY…
NEVER again will I shop at Restoration Hardware. and that is a shame
I like their furniture. but their service and lack of stores is pitiful!

Daniel left. D:
But Allie helped us do the rest of our house, and she’s nice and helpful too. So there’s still one person at RH who won’t ignore you.

Was habe ich für einen blöden Fussweg bei Hitze auf mich genommen, um mir den Flagship Store von Restoration Hardware in San Francisco anzuschauen.
Über das Internet hatte ich schon gesehen, das hier eine komplette Villa in Szene gesetzt wurde. Die Bilder aus dem Netz versprachen nicht zu viel.
Die Wohnwelten, die hier präsentiert werden, suchen in ihres gleichen. So etwas findet man nicht mal ansatzweise in Deutschland.
Riesige Sitzlandschaften, große Schänke, ebensolche Spiegel und ganz pompöse Betten. Eben ganz amerikanisch oder anders ausgedrückt Country House, Vintage und Industry Style in einem.
Es ist schon faszinierend das gesamte Szenario auf sich wirken zu lassen. Preislich natürlich nicht günstig, aber es ging ja auch nur um das Schauen.
Der Weg hatte sich definitiv gelohnt.
Vielleicht findet Restoration Hardware ja auch mal den Weg nach Europa bzw. Deutschland.

I bought the salvaged wood table and HATE it. The first time we sat down to eat, water was spilled from a flower vase, and the whole middle part of the table is stained white now.
I called RH and they said I should have used a table cloth.

I’m baffled with amount of 1 star drama queen reviews that freely handed out with completely unrealistic expectations. So you drove to one of the most beautiful designed stores in SF (looks like a castle in Tuscany), and the fact they didn’t have they entire inventory — like online, you justice that with a 1-​star review? If you really want stores with their entire inventory stacked in their shop, Costco’s is a 5 minute drive away.
I went there recently to purchase a hanging lamp, towels, and duvet covers. I was greeted nicely, they offered me San Pellegrino as I waited for them to pull out the duvet covers and towels that I had chosen, the lamp I had to purchase online which they helped me do at the store. Simple, easy, and straightforward. What’s with all the drama?

You’re better off ordering online in the comfort of your home and returning if you need to. Seriously.
I walked in here to buy some sheets and bedding things on the off chance that they had them in stock. Nobody wanted to help me, and when I asked for help, I was given a ton of attitude. So you get to touch overpriced furniture and crap every day, this makes you better than me… how?
One star for Carl who was the only sales person who wanted to make eye contact with me. And kind of helped me… but didn’t really do anything that I couldn’t have done online. He was nice though, even if it was an inflated, you’re so cute look at you riding on your bicycle kind of nice.
Also why can’t I have things shipped to the store? Who the hell pays for shipping anymore? God forbid I inconvenience the store even more.
So yeah. Order online, inflate no egos.

Tragic waste of space. We drove from Half Moon Bay to this huge RH design center to see some pieces first hand. In this enormous space, someone had the idea to mirror image the rooms with identical furniture, such that 50% of the space is wasted. As a result, they had only two media consoles on the floor out of 30+ online. But they had two identical huge sofas, four identical bookshelves, on and on. When I asked the floor attendant what was the rationale, she chirped «yeah! It’s all about symmetry and balance.»

Rarely do I give poor reviews on Unilocal,but Restoration Hardware has been a huge disappointment. The level of service is terrible. I ordered an item 6 months ago. The week I ordered it I received an email saying the item was ready to ship. I scheduled my delivery and days before they cancelled the shipping as the item was now out of stock. A month or two later they ship the item and it is the wrong item. They then realized that all of the trunks were built incorrectly and they asked me to wait again.
Here I am months later with no storage unit and I emailed them as the item was supposed to arrive this week. They are now telling me the item has not shipped. I have gone through this before with RH and I have to say the abusive relationship is ending.
RH can sink their money into beautiful showrooms and magazines, but without service or accountability they will never make it. Don’t waste your time or your money on this disorganized mess of a business.
Good Bye RH. I am through with you…

This review is about the customer service I received at their Potrero Hill Store.
Having read the reviews on Unilocal!I was a bit scared about going, I’m not particularly well off and I don’t look particularly well off, I have a broken leg, was on crutches and wanted to see and feel the bits and pieces of furniture and bed linen I was thinking of buying, in the flesh. I’d spent a couple of weeks in bed pulling the money together to buy a couple of their lovely things. It was clear that photographs on the website were true to the products, they did not have the pieces of furniture I specifically wanted to see. But I was reassured by what I saw.
I was approached by three members of staff who wanted to help me and make sure I was okay. Someone even gave me a fake fur throw to rest my foot on! I was shown similar products to the ones I wanted to buy and was reassured that RH would be a good place to buy furniture (buying online is so hit and miss). I went home and purchased a bunch of stuff, using the call center, it was quick and efficient, the first thing is being delivered on Tuesday, a little more than a week after I ordered it. it remains to be seen whether or not I love it.
I have now received everything I ordered. I’m pleased to say that I love it all! It’s nice quality, unusual and everything arrived at exactly the moment I expected.