Restoration Hardware

If I could give zero stars, I would. I’m 16 and I’ll probably be headed to grad school by the time this $ 200 duvet arrives.

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!

We’ve been loyal RH customers for years not only because of the quality of their products and the completeness, robustness and wide variety of styles in their product line but also because of their amazing customer support. Like many, we’ve had our share of issues with delay’s, etc. but RH customer service has always treated us more than fairly each time we’ve inquired or asked for help over the last 10 years. It’s been our experience that RH greatly values customer satisfaction and backs it up with actions when they are aware of an issue. As an example, we recently escalated a not-​so terrific response from «
» on a few orders that we were not completely satisfied with and the reply we got from senior management was more than we could have expected. Not only did we get a reply from the senior executive himself within minutes but he then put us in touch with an individual by name letting us know our issue will be taken care of and that if we had any further issues to contact him directly… WOW!!! We were put in touch with Taylor in Corporate Operations and she couldn’t have been more helpful, friendly and responsive. Taylor was tireless in her focus on making sure we were completely satisfied with the orders we had purchased previously. The conversation with Taylor now is all about new orders for the rest of our remodel:-) Two-​thumbs up to RH for your commitment to deliver amazing products and customer satisfaction!

I have several friends who have shopped at RH. They all say they will never return and I’m feeling the same way. If you think what I’m about to say is wrong or in error then perhaps look at the reviews for the RH store in Palo Alto, it has 80 reviews compared to the 40 that the Corte Madera store has. Here’s the link.
1. Staff are snooty.
I too have found that the staff are snooty and look down on the customers. It’s as if I’m in their way and stopping them from doing their job. I walked over the road to Pottery Barn and found their staff to be welcoming, polite and helpful which was the complete opposite to my RH experience.
2. Appearance counts.
Standing for 30 minutes exactly in one spot and not one member of staff would even make eye contact with me, never mind ask if they could help me. Why would they after all as I only wanted to order a $ 3000 piece of furniture. Well I was wearing shorts and a t shirt so I guess this means RH should never open a store in Hawaii.
3. They dislike the coupon crowd, people with money only please.
My wife ordered a towel set. As we used a discount coupon the towel set will have to be delivered to our home in about 2 weeks. If we had paid cash or credit we could have walked out of the store with them there and then.
4. Poor quality & QC
We shopped at RH once before when we ordered a dining room table. The table had a huge bright band over the middle where it had been wrapped before the wood stain had dried. They sent someone to our house to inspect it who started rubbing it with steel wool. After five minutes of rubbing I was told they would replace the table. Recent purchases that friends have made included wrong products being delivered, items delivered broken and or damaged.
5. Ordering a product partially blind.
Well that’s how it feels. They sell a lot of products and can naturally only display a small amount. So you would expect that they would display lots and lots of pictures from that expensive product photo shoot yes? Sorry no. We can show you one picture and it’s shot directly from the front. No profile, side or rear photos. So it’s a media cabinet, how are the cable and heat vent holes laid out on the back? How many are there. We don’t know.
6. Which brown?
So I call the store and inform them that the single photo they show of the product in brown is very different from the brown wood swatch that pops up along side it. I ask which is correct. They told me the product photo should be an accurate representation of the product. I actually know rather a lot about photography, lighting & color so I decide to go in to the store to look at the wood sample that all stores should carry. They could not find the wood sample. I ask for the manager. Wood sample appears but no manager ever appears. Turns out the online wood sample was more accurate and not the photo.
7. You will be considerably older when your product is actually delivered.
We placed an order for a media cabinet. Yes I will no doubt cancel it but I think I’m still in a mild case of shock. Order placed October 5^th 2015. Delivery is currently set for March 2016. That’s five (5+) months folks. We ordered a newly released car that had not even hit the production lines in Germany and they got it to us here in California in 2 months.
8. High priced mausoleum.
Yep that’s what we refer to the Corte Madera RH store as. They did a makeover some years back and they have these huge gray curtains hanging over the store that makes it look very drab and dreary and well, like a mausoleum to be honest. At least they don’t try and poison you with perfume like Ambercrombie do. The prices are high and that’s a known fact which is why so many people wait for one of the thrice yearly 20% friends and family events. Which is funnily enough offered to everyone and anyone old enough to slide money over the counter. I really don’t know how this retail chain stays in business. I guess it’s profits per product are so huge that it doesn’t need to sell that much.
So to sum up. When you visit Restoration Hardware you have a good chance of the following happening, judging by Unilocal reviews, reports from close friends and my first hand experience that is. You will be ignored and then treated rudely. You will have to guess what the products final shape and color will be. There will be a good chance the product will arrive damaged or will start to fall apart soon after, if the correct product was even sent. Most importantly, celebrate a couple of family birthdays and enjoy a vacation before the product arrives.
On a plus note. I did speak to one of their customer service supervisors on the phone and she was very polite, helpful and professional.
David.
ps. A note to Pottery Barn and Crate & Barrel. Please make wider media units /​tv stands so that I don’t have to shop at Restoration Hardware.

Amazing quality — upscale elegance and classy furniture style makes RH the top furniture retailer in the U.S.

WAY OVERRATED !
1 — IN-​STORE CUSTOMER SERVICE IS BELOW AVERAGE — Went into the store and handed them a list of what I ordered. They got it wrong and had to return everything.
2 — CUSTOMER SERVICE SYSTEMS ARE ANCIENT — Upon returning items, they do not have bar scanners and must hand write the receipt.
3 — QUALITY OF PRODUCTS ARE BELOW AVERAGE FOR LUXURY PRICES — Purchased a set of bath towels. After 3 washes, one of the hand towels was shredding along the edge.
Let’s see how long they can stay around !

Horrible customer service. Furniture doesn’t really last. Purchased chairs and they became unglued within four months. Was sold a bed frame that did not support a foam mattress even after I asked if it would. Stores are boring… have not changed their appearance in years.

I went into to RH to look for a specific couch after the RH in SF was basically a design store and had hardly anything that was in their catalog. I was in the store no joke for 20 to 30 mins on a Sunday at 11am right when they opened. It wasn’t slammed but there were a few people in there, not a problem I can wait for help. No one approached not did they even say hello when I went into the store. My boyfriend should up after running an errand in the complex and said let’s give it another 10, so we surfed through their catalog on the couch hoping that someone would help us. because I wanted to buy a leather couch. Unfortunately, since no one decided to we left the store and went and bought one somewhere else.

I recently bought two pieces of bathroom furniture through RH. I say «through» rather than «at» because neither piece was displayed at any Bay Area store, and I had to trust the online photos and order online.
taff at one store futilely sent me to a bigger one seeking an in-​person view, but there was almost nothing on display in this two-​story store — just staff pushing catalog and online services!
RH seems to be moving away from being a vendor of stuff — overpriced but sometimes attractive — to being some kind of lifestyle cult.
Strangely, today a 10-​pound carton of ten eight different RH catalogs landed on my front porch without my having requested them, with a cover sheet about how RH is environmentally green to send these!
Luckily, not only do we have many independent local stores, but for comparable chain stores Rejuvenation Hardware has recently opened locally, and their stuff is much better priced anyway.
Adiós, RH!

Restoration Hardware charges outrageous amounts of money for items that are shipped broken not once but twice. I paid over 1k for a chandelier and it has been sent to me two times broken!!! BEWARE