Restoration Hardware

Nice furniture– unfortunately non existent customer service. Tried to chase down an associate for 20 minutes, was told someone would come but nothing. Lost a customer!

I’ll preface this post by saying that we bought our entire dining room from RH that we love, but took about 6 months and 2 mistakes for them to actually get it right. I was disappointed in their mistakes and the timing of how long it would take for us to get 8 chairs, but let it go because we absolutely love everything about it. Recently we went to the Walnut Creek store and ordered the 2 iron consoles that of course we could not see at the store. When they came to our home, they didn’t even look like the same color that we saw online and had a very cheap wood on top. I was in shock — and let them know that these are a return.
I really wish my story would end here… but sadly it gets worse. One of the delivery guys asked if they could use my restroom. I of course said yes — I let him use the downstairs guest room bathroom which I turned into a playroom for my daughter. This is during the time that the other two delivery guys were unpacking the iron consoles. I noticed he was gone a while and I was busy waiting for the consoles while attending to my two year old. All of a sudden I’m overwhelmed with the smell of you know what! I see him sneaking out and I of course feel like something is not right… and of course it wasn’t — he CLOGGED our toilet — there was water all over my hardwood floor and on the side of the sink cabinet — it was something disgusting — then in the garbage can he put his paper that obviously wouldn’t flush — so in my gargabe can I had crap paper. I immediately took my daughter out of there and at this point they were trying to ask me about why I wanted to return the consoles and I let them know it’s not the color it shows online. I looked at him and said «Did you honestly clog my toilet?» he said no — flat out lied — I looked at him and said «I’m trying to be respectful to you, but you don’t do that to someone’s house!»
I had put cleaning gloves on, disinfect everything — that was with stranger’s crap, clean my toilet, my floors had some water damage, and I vomited about twice.
Wish it would end here as this was the delivery from HELL — RH called my husband and at this point he left his work early because I called and explained to him what took place and he was in shock. The customer service lady was very apologetic, and said we would get a refund for the item and also our delivery fee and that someone would follow up with us — no one followed up with us and we are still waiting (A WEEK LATER) for our refund. No one can give us an answer of when we will get our refund — from having worked in banking for many years, I know it shouldn’t take longer than 3 – 5 days! This company is horrible — do yourself a favor and order from Haute House, or Ethan Allen — anywhere else but this joke of a company that is selling cheap furniture at ridiculous prices and doesn’t even have the right caliber customer service. I’ll update this post once my refund actually hits or if I have to go through hell and back to get it which is what I’m anticipating.

Love their furniture. Love the store. Wish it was bigger.
We took advantage of their sale this past week and furnished our new living room. For the quality it’s not overpriced. I’m going with four stars because our first designer didn’t send the cad drawing promised. I remembered her saying the sale ended Tuesday. Growing concerned I called the store. Yep last day of the sale, and she was off.
Fortunately Katey Hood got right on the phone, sent the sketch, and worked hard that evening to put the room together with two «picky buyers». We felt confident and happy when we left the store. We love both her attitude and knowledge.
Thanks Katey!

The most unprofessional and snobby sales associates at this store. We walked in on a Monday afternoon and the store clearly wasn’t busy. None of the associates approached us. I had to hunt one down and when I finally did, he was extremely rude and condescending answering my questions. I’ve purchased furniture with RH before but from a different location. They were much more busy and much more pleasant. I will never purchase anything from this RH. I was reluctant to come from the get go because of the majority of negative reviews but figured I would give them the benefit of the doubt but now I completely understand why this store has such low ratings.

We went in two days ago looking for a bar cabinet but there was nothing in the floor. There was a specific piece or pieces that we were looking for. One of them is removed from the website whenever there is a sale. SHADY! Then we were told the Corte Madera store has the other piece in their showroom that we could look at. So we went yesterday. The next paragraph is our experience at the other store:
We came in yesterday to try to look at a piece of furniture in your showroom only because the @restorationhradwarewc (Walnut Creek) advised us you have it. We walked around and did not see it and found this older white lady at the register counter about it. She has no idea what a bar cabinet is and had no idea what we were talking about. She said «I don’t know why they would tell you we have it. You see it on our catalog/​online? You can just buy it from the website.» I said I apparently saw it online/​catalog but would like to see it in person and that’s why we are here. She said, «we have thousands of pieces of items and can’t possibly display everything on floor.» No kidding Sherlock! That’s why we tried to find out which store has it so we drive all the way to your store to see after we were told you had it on your floor. She then advised me to buy it and have it delivered to my home. If we don’t like it, we could just call and have it returned and picked up. SERIOUSLY!!! How inefficient that is abs a waste of time! What kind of sales person/​customer service that is?! Then this younger salesman shouted across the floor and asked the lady we were talking to for a measuring tape. SERIOUSLY!!! Are you guys working in a flee market?! You couldn’t see that she was with a customer?! You shouldn’t be shouting across the room asking for anything! You should’ve excused yourself from you’d customer and walked with your own feet to grab it yourself. I don’t know what kind of salespeople you trained in this store but it is just unbelievable!!! I miss the Berkeley store where you had the best salespeople working at that shop. Oh well, you lost a sell from us and we bought other pieces from elsewhere but I am sure you don’t give a damn anyway!

Great customer service. The employees are always very helpful with the returns. High delivery charge. so far pretty happy with their quality.

I recently wanted to use two Hernandez class action suit vouchers. I was going to charge $ 30K, when my order was denied. My vouchers didn’t have the original watermark on them. I had scanned them and disposed of the originals. The store cancelled my order and gave me no additional help.
I wrote to Restoration Hardware’s CEO and asked for guidance.
I have not heard back from him or anyone at Restoration Hardware. I am very disappointed.
If you have received a Hernandez coupon from a class action suit with Restoration Hardware, make sure you keep the original copies.
I do give RH a positive review on designer help.

This is a great fun store to go and explore. If you need «real» help and Donna is there she will make your visit the best. Donna understands the products, if friendly, listens and can really help you out. Restoration Hardware needs more employees like this, maybe she could train the rest of the staff throughout the chain.
If Donna is not there go to Ludi, she understands color and design like you can’t imagine!

This review is in regards to one of the designers we worked with, Jennifer Jackelen. We spent nearly 2 hours talking with a designer in the store and reviewing our likes and dislikes. We were told we would have our design plan back one week later. Well 1.5 weeks went by, and I heard nothing. I emailed and called the store, and never heard back. Another week went by, and another two emails and a call later, and still nothing back. Well, eventually, she was working the 5^th time I called, and she stated she would email the plan, and arranged for a phone meeting the following day at 10am. The next day, 11am rolls by, and no call, and no email. I ended up calling the store at 11:30am and she sent over the email. It was clear to me she didn’t really listen or take notes appropriately — I had said no rivets in the furniture, and also pointed out that we had 2 young kids (who were with us that day), so we needed décor that was dark, durable, and would stand up with stains. She included a white rug in our design. Well, after all that waiting, we likely won’t be using any the suggested items, except for the bar stools we had already picked out ourselves. Oh well.

Definitely not ordering through RH ever again. Nothing but issues. What they don’t tell you.
If you order via debit card, expect to have multiple charges that make ABSOLUTELY NO SENSE hit your account. We were billed more than what our headboard was worth. had to call my bank, have charges reversed as well as contact our RH salesperson who replied that she forgot to tell us that «it’s screwy» if you use a debit card.
After multiple calls to our bank and RH, we sorted out and the waiting game began which is fine because that’s what we signed up for. But. About 2 weeks before our delivery date, more money was withdrawn from our account. Mind you, we told them we have no problem paying for all of it up front and just deliver as you see fit. But instead, no phone call– just money drawn out. FRUSTRATING.
We get an email that we need to set up a delivery day. I call up but they state that they cannot do so because they have not received the order from the warehouse yet. But. I get another phone call an hour later asking me to set up a delivery date. Which MAKES NO SENSE. So fine, set up a delivery date only to have them call and say they are running about an hour or two behind. two becomes three and i call and get a voicemail. Leave a message with no call back. Call again, only to have them tell me they are about 10 – 15 minutes out. Then receive a call from the driver 20 minutes later that they are 10 – 15 minutes out.
Sooo finally. They come to put this bad boy together only to have them obviously not know a thing about putting it together. Strip the hardware, and now I am currently on hold to try to get new parts for a headboard that isn’t even 72 hours old.
Thank you for the let down RH!

Our little boy received a Cow Rocker for Christmas and it sat in his room for a year before he would go near it. Once he started sitting on it and rocking the seam in the back of the Cow ripped open. This was less than 10 times rocking on it! And they informed me due to time lapse there is nothing they can do. What a CHEAP product to fall apart so easily. Pretty disappointing since it was over $ 150!!!

The sales staff is refined and knowledgeable about their products. The store is sedate and is a step up in quality from pottery barn, but probably less versatile in style. I find the design to be progressive and classic at once. Its a life style store that is selling an overall aesthetic. Might be too austere for some but I think its chic. Frankly– a bit spendy even in all it’s glory of cohesive sophistication.
Yet if you like monochromatic schemes, appreciate the choice of several antiqued finishes on wood pieces, fabulous Belgian stone washed linens and understated elegance RH is probably the right place to shop for you!

I am forever updating… and I have been moving in a new direction with my décor for awhile now.
I have made two more purchases from RH…
Leon Chair… went in and *sat and saw* it in WC… staff was helpful and ordered it for me. Always order while items on sale, it offsets the very high ($ 150) delivery charge. They have one charge regardless of the order size… but that did not help me.
Dutch Industrial Coffee Tables… could not find anything that came close to these elsewhere. Perfect combination of industrial and rustic… unique!
Both times the deliver staff was spot on, and made the process simple. Still down one star because shipping/​delivery is costly.

It’s not the store I don’t like. It’s the system of having or order things online, which usually results in a long and overbearing return process. Yes, a simple glass shelf for my bathroom. Like most bathroom fixtures that utilize set screws in their design to avoid the use of exposed fasteners, the stupid screw got jammed in the fixture and I had to begin the return process. After 6 weeks, I just phoned only to find that the replacement shelf is on back-​order until September! I said «just cancel the order and give me a refund. I’ll buy one from Home Depot.». This simple glass shelf installation is similar to a huge commercial construction project where everything goes wrong and results in delays. Six weeks of holes in my bathroom wall which I’ll have to patch and paint now. I HATE ORDERING STUFF ONLINE that I can’t return to the store!

I am only giving this company and it’s relatively new look two stars because I still like to look at a catalog every now and then. Going into their stores is like walking into a cave. The revamping/​reinvention of this store chain is horrible. If you like beige and grey without a semblance of what living spaces are REALLY like this is the homogenous place for you. The designer is completely color blind. Miss the old look.

The bed was returned.
RH was very good about taking it back and the pick up and credit went smoothly.
I won’t be buying furniture here, though. Quality is not good.

I certainly like the merchandise of the «old» RH better than what they have now. However, I did find a lamp I like quite a bit. So much so, that I didn’t balk at the over the top price of the fixture. However, they seem to have a serious supply chain problem. Why does it take 4 – 6 weeks to get a lamp… a table lamp??? What a joke. I won’t be getting any more items from this place.

As far as the inventory they carry: 5+ Stars. Love love their furniture, bedding, décor just all of it. Bought my Richards trunk coffee table, industrial tower and daybed to name a few, from here.
Their delivery service: absolutely 5+ stars. Very punctual, polite and clean. they are careful to not tread dirt in (shoe covers and all very important for OCD people like me lol).
The customer service in the store however. I’ve definitely seen better. It’s the hardest thing to get someone to help you even when it’s not busy. Until I met Sheila one of the design specialists I really wasn’t too impressed with their customer service.
But amazing furniture really.

Restoration Hardware is not a company that you can trust. They have very little stock and has their customers wait months for popular items that should be stocked. Though it’s not uncommon for other companies that offer custom fabrics and other options to deliver in 6 – 8 weeks, Restoration Hardware tends to follow this timeline with «stock» merchandise that carry no custom options.
We have several large orders currently pending. Each one of these orders came with a promised delivery date. That promise was delivered verbally, at the time of purchase, and immediately followed up by an email. Though I have been very disappointed by the wait for each and every one of these orders, I did make a decision to purchase based on the promised delivery time.
As the delivery time came and went, we received no phone contact from Restoration Hardware with an update. We went to the store and spoke with our sales person («designer»), who contacted customer service. We were told, 9 days after our initial promised delivery date, that our order was in and that we would be contacted within 3 days to arrange for delivery.
I have not received a call, four days later. What I did receive is an automated «delivery update» that informed me, two weeks after my initial promised delivery date, that the first piece of my delayed furniture is now «promised» to be delivered a month and a half from now. Atrocious.
As we prepare to move into our new home, we have found ourselves in a position of being screwed by Restoration Hardware. We could have, no, should have, gone to a reputable furniture vendor and waited 6 – 8 weeks for delivery, and that delivery would have taken place by now. Instead, we trusted Restoration Hardware to deliver our order as promised. We now have to scramble to locate a significant amount of furniture elsewhere, and reset the clock on our delivery. Thanks to Restoration Hardware, we will be without furniture for a long time.
We also have our complete nursery set due on the first week of July. Again, a really long wait, but acceptable if delivered as promised. Based on our experience thus far, and the atrocious reviews of Baby and Child, I cannot trust Restoration Hardware to deliver my baby’s furniture before she is due.
Here are my issues with this company:
1. Restoration Hardware is poorly managed — They should do a better job stocking their wares and should not have 20% off Memorial Day sales that further exacerbate their inventory issues. Carrying no inventory on the backs of waiting customers is not going to keep them in business.
2. They «stock» on the backs of their customers — If you order a mirror, it is apparent to me that they send someone on camel-​back to the Sahara to mine silica with a child’s beach shovel and bucket. Once enough sand is mined and hauled back to the factory, they may start manufacturing the glass. Meanwhile, someone in Nepal is standing by a tree, waiting for the glass to be completed, before using a steak knife to begin cutting it down for the frame.
3. Customer service is a farce — Instead of sending an automated «update» two weeks after my «promised» delivery date, they should have known about their precarious inventory situation weeks in advance, and made me aware. Instead, they hold us hostage, making it very difficult to find an alternative solution, forcing me to reset the clock on my order.
4. Restoration Hardware cannot be trusted — Their «delivery dates» are non-​sense. They’ll deliver when it’s convenient for them. They will tell you when your order will arrive but, in my experience, that is a guess. Once their guess comes and goes, they’ll give you another guess, and on and on the cycle goes. Eventually, you will probably get your furniture, but it may no longer be in style.
The bottom line is that Restoration Hardware is not a reputable company. It’s a lot of lipstick on a very fat pig. Their showrooms are beautiful and their catalog magnificent, but what they hock are empty promises and disappointment. All of their competitors stock commonly sold merchandise and can get everything else within a reasonable time frame. Most important, all of their competitors provide accurate delivery dates and follow through on their promises.
I predict the doom of Restoration Hardware and to them I say good riddance. I certainty won’t repeat the mistake of buying from them.

I have never really looked twice at Restoration Hardware as I had a home that was mostly contemporary minimalist type style. Now that I’m on the industrial/​rustic tip this stuff right up my alley. My problem with this store is the business model.
What’s with the in your face customer service at this location? I glanced in a direction and a service rep went on a unsolicited long winded explanation of the different sizes and models of a chandelier (I was looking at canvas wall art behind the chandelier). They are always nice and polite but let a girl breathe and soak in the merchandise. If I’m in a store for 20min and half of that time is attempting to remain polite while reps are consistently offering help, suggestions, information then it’s just too much.
There is no instant gratification as you have to order either in store or online. I have heard several times from the customer service reps «It’s reassuring to know that if you don’t like the item you can return it to the store.» That doesn’t sound good at all. See, I interpret that as «Well if you don’t like it then you wasted your time coming here, wasted time waiting for the item to be delivered to your house, and you have to pay shipping on every single thing you want from here. And after all that, if you don’t like it then you can come back here just to return it.» I don’t «try on» furniture. If I see it I want it!
R. Hardware… why you gotta push me into the arms of Z Gallerie?