"20 years ago you could pretty well made furniture... beds , dressers... nice detail, joint work, dovetailing... bought a bedroom set recently.. really surprised how lousy the quality was, finish and build. West Elm is selling better quality stuff and that's sad. "
"This is what I sent the company "I want to give you feedback on the Store in the Kenwood Towne Center in Kenwood, Ohio. I have been to this store several times shopping for curtains, hardware and a sofa. The last time I went in we finally got someone to assist us. Her name is Amy Kroll. She was nice enough but treated us as small fish. She sent us a quote for the curtains, rods and hardware. It was around $2000.
This weekend we wanted to order the curtains because we love your products. We sent multiple emails and made several calls. She never responded. We drove 45 minutes to the store tonight since we couldn't get a hold of Amy. When we got there, I saw 4 staff members, one of the Amy Kroll. Only one was with a customer. Not a single person acknowledged us in the store or offered assistance. We sat at the table next to the staff just sitting and talking. It was clear we were a bother on a Saturday evening so we left and bought curtains and rods from Pottery Barn. They were happy to work with us and answer our questions. They never treated us different because we weren't spending $30K. I
I really enjoy your products. We have one of your chandeliers in our dining room. I don't appreciate being treated differently just because of the dollar amount I planned on spending that trip. I find Amy to be arrogant and dismissive. I doubt all of your stores are run this way but I recommend you review how your customers are treated at this store."
I received a follow up email saying they would pass my complaint on to the Gallery Leader. I realize through another email that Amy Kroll is an Assistant Gallery Leader. Looks like they train their associates to be rude and demeaning. Amy is the perfect role model for arrogance and rudeness. "
"RH markets itself as a high end luxury retailer with top quality products. They have the most beautiful stores, beautiful looking merchandise, very high prices - but in my experience the product is very poor quality that doesn't last. It seems my experience is not unique!.
We remodeled a high end master bathroom with RH, spending extravagantly in hopes of achieving the best. NOPE! Within a couple of years the medicine cabinet started to rust below the nickel plating. The door hinges broke under the weight of the mirrored door. The faucet broke, paint started pealing off the vanity. Customer Service says it's all our fault, and not theirs. RH CEO Gary Friedman is a billionaire **** due to his slick presentation and high-end marketing of very poor quality merchandise. Buyer Beware! "
"We have spent thousands of dollars with restoration hardware for the indoor and outdoor furniture. We have ordered custom-made cushions for two sofas outside the cushions came on a second delivery attempt the first was not successful which they failed the cushions arrived oversized and looked very ugly on the sofa. made numerous attempts to resolve it with customer service which did not work do not recommend our age to anyone.
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"I purchased a coverlet and two shams from RH. When I received the items the shams were covered in lint and hair, also the plastic packaging the coverlet came in was ripped and the coverlet was full of lint too. I called customer service and she told me this never happens and she is shocked and she did an exchange which was helpful. When I receive my new order which was the coverlet because my shams were back ordered , the same exact thing happened again. The coverlet was covered in lint and hair. The packaging was ripped on the bottom of the bag on both sides. It also had a horrible odor. I called customer service or as they call it concierge because I’m a RH member and I spoke to a customer service agent by the name of Laurie. I swear this girl was gas lighting me. She says this never happens we are a reputable company and we only sell high end items. I told her I have no reason to lie and she said no of course not and asked me to send her pictures. I send her the pictures and she told me to use a lint brush and for the smell she doesn’t have smell a vision so she had to take my word for it, because we don’t sell used items. I’m like I sent you pictures and I’m telling you it smells awful what else can I do. She said the coverlet was on back order I told her I would keep it as is and I will just get it dry cleaned. I also told her I wanted to opt out of their membership and get my $100 refund. She agreed to it and offer me a $30 gift card to help me with my dry cleaning bill. The sarcasm is real. How will a RH gift card will help me with my dry cleaning bill? Really! This is my second and last purchase from this company. That customer service agent had this arrogant, cavalier attitude. This company is pretentious and they sell crap. I can’t believe I’m not the only one that is going through this with this company. They’re other reviews similar to my issue."
"Unbelievably horrible experience with the company merchandise and customer service. I purchased outdoor furniture for over $22,000 (after a big discount). It included lounge chairs, loveseats, armchairs, dining table and dining chairs. Within 5 years, the cushions have completely fallen apart at the seams. The deterioration started a year after the purchase. Please note that I had 2 different fabrics on the dining chairs and lounge furniture cushions. Dining chairs that are used most often are in perfect condition. Lounge chairs are embarrassing… every single one of them. I’ll try to post pictures.
The customer service gave me a run around for 3 weeks. No one would get back to me pretending they didn’t get my e-mail. I couldn’t get any phone calls returned. I finally got their verdict today that they are happy to replace the cushions but I had to pay for it. Why would I want to pay for cushions that have proven to be defective? Why would I ever want to deal with this company? They should feel ashamed of their product. Overpriced crap!
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"I ordered the Maxwell sofa & chaise lounge February 2019 and received it in May 2019. The sofa had a flaw in the fabric so RH said they would replace it after I sent photos to them . In July 2019 I received the replacement sofa/chaise and the chaise had a seam running across the center of the seat cushion (which was not there on the original chaise). Once again they agreed to replace after sending them photos of the first & second chaise I received (one with the seam and one without). Upon receiving the third sofa/chaise several weeks again (November 2019), the chaise still had the seam and I refused delivery. I have spoken to numerous customer service reps who now tell me the chaise now comes with a seam; however, I was referred back to the RH showroom sales person and am still awaiting a response to see how this matter will be resolved."
"I spend over $300.00 on a set of Queen Stonewashed Belgin bed linens and they started shredding after 2 years. I called and was told they only expect these sheets to last 1 years with daily use. I bought 2 sets for $300 each and they should not at this price, be falling apart with normal sleeping conditions. The top sheet and pillow cases are in great shape but the fitted sheets are TERRIBLE.
I was told that I should just buy new sets. I only needed new fitted sheets and they would not sell these only sets. Also three years ago the cost was $1919 a set now they are $ 329.00 a set unless I spend $100 to join their "club" and then I can pay $ 239 a set.
This is over 40% price increase in 3 years. They are a total rip off- DO NOT SHOP HERE. Many other online companies sell Linen bedding at lower cost and 3-5 year warranties"
"We spent $27k at this store on a leather cloud sectional, dining table, chairs and coffee table. I was excited to receive the concrete pier reclaimed oak rectangular table. However, upon delivery, there was a 1/8" ledge/lip between one plank and the next on half the length of the table which made the table non-functional. Stemware would fall if set down across this ridge. Not to mention that it was unattractive and hurt your hand if you slid it across this area.
In addition, the delivery men knocked a sizable chunk out of the concrete pier when they installed it. This table cost us $4000 with tax and shipping.
Client services repeatedly argued with me that this was a "celebrated" feature (a line taken straight from their online product description) and not a flaw. We bought this table for the time worn features; the knots, splits, and cracks but it is reasonable to expect the table to be functional. None of their floor models at the Houston, Austin or Los Angeles showrooms have this "celebrated feature".
To add insult to injury, she indicated that they would accept a return but that we would not be "allowed" to replace it with the same type of table.
What kind of customer service is this?
I will never buy another item from Restoration Hardware."
"I am a white male who worked for the company for over a year and seeing how Mike treated one of the co-workers that was black, just did not suit well with me. I made a report, but nothing happened and so with not being able to be at peace and comfortable at work, I had to quit. Also, half of the products we sold were used products. We had to sign an agreement to not say anything, but NONE of the products are new. Sad to say"
"I paid $4000 for a Belgium track arm sofa with perennial fabric. It is the worst and most high maintenance sofa I've ever owned. It is down, but I've had 5 other down sofas and have never had this problem. I went to the store and asked for advice and was told that I would need to take off all the cushions and pillows each evening and beat them back into place. it looks like a mess all the time. The back cushions smash down into balls each day. It is so uncomfortable that I hate to sit on it. "
"I spent $3,800+ on 2 stupid mirrors that were spec'd on a job that clearly are only worth about $1,000 tops. The day they were to be delivered came and went. I called and I got treated poorly. I had to wait 3 weeks to get them delivered. After calling them they told me that they had been shattered, ya right!!!! It took 3 weeks to get the first set but now they can deliver to my office 3 days later on a Saturday. So now I have to sit at my office on Saturday on a 4 day holiday weekend. They said they left a voicemail, don't have one, they said they sent an email, did't get one. I am beyond upset. A few years ago I ordered bar stools from this place and they were so cheap, I sent them back and they charged me a restocking fee and I had to pay to send the pieces of crap back to them."
"so **** I fell for this membership-the delivery charges are a joke as are the delivery arrangements"
"Hopeless. Incompetent. Spend your money elsewhere. We bought outdoor furniture from the Corte Madera store. Every visit to the store is an unpleasant experience. Frequently there’s no staff. When you do get someone they are snooty to you. When we bought our furniture the representative left halfway through the sale. We were left to look at fabric and saw the representative walking away from the store through the parking lot. When we got hold of another representative we were told she had gone home. What! No goodbye, no nothing. Against my better judgement we placed the order. Fast forward a few weeks. I noticed the status of the order was updated to show the cushions were shipped - no communication. The following week the coffee table was delivered. The next week the sofas were delivered. Still no cushions. I phoned customer services numerous times to inquire when we would receive the cushions, nobody really knew. All I heard was it’s a 3rd party. Finally the cushions get delivered, wait only ONE set of cushions. The delivery guy just wanted to dump them at the front door, refused to bring them up and un-pack them, although it was written on the delivery note that they should unpacked and places on the seats. He knew nothing about the second set of cushions. I then went in to the store and asked to speak to the manager, but I wasn’t allowed. Finally the representative found out only ONE set of cushions was manufactured. No apology. I was just told it will be another two weeks and the 3rd party will reach out to me. There was no apology. I haven’t heard a thing. I wanted to put my experience in writing so I contacted customer support, which states “email response in less than 24 hours”. One week later and no response and YES I have checked my spam folder. RH you're selling a premium product, which should be accompanied with a premium service. I don't care about your 3rd party, my contract is with you and as such I only want to deal with you and I want a consistent high level of service. I want my product delivered as a single delivery, NOT four deliveries. I'm regretting my decision to buy big time. To everyone else out there, don’t give them your money, you’ll live to regret it!"
"I bought ITALIAN VINTAGE DYED JACQUARD COVERLET , and two shams, the coverlet has a horrible smell , I called and complained about it, the replacement arrived very fast , customer service was very good, however, the second coverlet smells as bad as the first one, it’s still at my house and I really like how it looks,...I am not sure what you do with it , still hoping that the smell goes away , so far it’s as strong as the day the coverlet had arrived .. it’s very strange since the product is made in Italy, restoration Hardware charges a premium for it ! "