"I have had an absolute Nightmare Experience with 72" Round Concrete Table (Salvaged Wood & Concrete Trestle Table) that has lasted over a year! The table top wobbles and does not match the height of the dimensions (it is 1-1.5" shorter than it is supposed to be). The delivery people confirm the aforementioned, yet RH Corporate insists that everything is fine with the table. They have attempted re-delivery 7 times, all with the same result. Yes, 7 times! At a loss for words to describe the experience. Purchased from the Palo Alto, CA store. The table was ordered based upon input from the DH designer along with 8 custom chairs that match so changing now would look awful but that is all they know to suggest."

"Let's get the obvious out of the way: Restoration Hardware makes outstanding quality furniture with an unmatched eye for detail among mass-market retailers.

HOWEVER... their delivery service, MXD Group (which also delivers for lesser quality retailers like Pottery Barn and JC Penney) is structurally flawed - possibly fatally flawed. It astonishes me that Restoration Hardware, with all its attention to every last bit of detail in the products it markets, would allow an operation like MXD Group to handle its delivery.

As Amazon.com has proven, delivery is 50% of the equation. You can have the most fabulous product ever designed, but if you don't have a proper delivery mechanism, the customer will go elsewhere. And that is a shame, considering the sheer depth of appeal RH's designers and manufacturers have created in the past 3-5 years in particular.

While RH eventually remedied my delivery issues (after an incredible amount of time spent escalating the complaints), I found the MXD representatives were almost always confused, offered conflicting information, and keep no notes of previous phone conversations with customers - the last part being an absolutely fatal operational flaw.

At one point, I spoke to a representative at MXD by the distinct name "Abdu" (he would not provide a last name) who stated a Supervisor ("Dujuane") committed to have the item delivered on Saturday (tomorrow, 10/11). However, in subsequent conversations, MXD representatives denied this was my delivery date, and stated the "earliest" date for delivery would be 10/16, 10/17, and in one case (note: all conflicting dates) a representative told me the delivery date would be 10/27. This is all in spite of the fact that I repeatedly informed every representative I would be travelling after 10/12.

I eventually spoke personally with "Dujuane the Supervisor", and he denied that there was anyone in his office named "Abdu". His words: "I am not aware of anyone here by that name." Minutes later, after arguing with me about his delivery date commitment, he stated "Abdu is sitting right here next to me and said that he never offered a Saturday delivery." It's a fairly incredible feeling to actually catch someone overtly lie to you, even on the phone.

In fact, it seemed like most of the representatives working for MXD Group were caught up in a nasty habit of routinely lying to customers to break previous scheduling commitments, or avoid having to address what are obviously serious customer service issues.

This is in stark contrast to RH employees, who are always professional, organized, *correct* in their information, and above all, take notes on customer accounts and are generally honest about what those notes say.

When the furniture itself arrived, of course, it was magnificent. Beautifully crafted. The deliverymen themselves were very professional - unlike their dispatch crew. Everyone involved creating Restoration Hardware product itself should protest *every* single day that passes with MXD as its delivery partner."

"COMPLAINT OF THE YEAR!!!!!!!

As you will see my order has been somewhat of a nightmare. I ordered a foyer table, which was delivered, however the top was warped. So, they delivered another one which was also warped. We had them take both tables back and send me a refund (since I paid with cash in the Austin Texas store). I will never do that again. From there I had made several calls on 4/10, 5/7, 5/29, 6/8, 7/2, 7/9 & 7/14 to follow up on my refund check. Each time the customer service representative told me that THEY would call me back and NONE of them every did. Each time they promised that it was being taken care of a check was sent out to me. Eventually, on 7/9 the customer service representative actually told me that not only did they send the check but that I received it and cashed it! Calling me a liar!!! I told her to show me where I had received the check and cashed it and never heard back. So on 7/14, I needless to say, was irate!! The customer service representative got the manager and took care of the problem FINALLY!! This rep and manager should receive "employees of the year" especially since everyone else working there seem to be incompetent. I received the check a couple weeks later!! After my horrible experience I was hoping to receive an apology letter/card or something from RH but as of today (almost 60 days later) nothing!

I wanted to let you know that not only will I NEVER purchase from Restoration Hardware again but I have let all of my friends/family know how horrible your customer service department treated me and they have agreed that this should have never happened to any customer!!

I plan on writing my experience on all forums I can find (i.e yelp, houzz, whitepages.org, abumba.com, judysbook.com, insiderpages.com, consumer affairs, etc.)!

"

"We placed an order for Ovieto chair based on seeing the chase in the store and being reassured by the sales rep that the chair would be of similar fit just chair size. What a disaster! After paying $3500 for 2 chairs we received a completely useless product which is neither chair nor chaise, ridiculously uncomfortable and utterly awful poor quality. Customer Service wanted nothing to do with it as they deem their products custom orders. We stopped by the store and all they wanted is to sell us new product - not even slight interest in helping us resolve the issue. Horrible, horrible experience. DO NOT BUY HERE! They are noting short of being scam artists."

"We were robbed of 1600+ deposit for something which was not delivered for no fault of ours and now the same item is put up for sale in their outlet store.The customer service was terrible.

After even mentioning what floor our apt was on and the access to it, no one ever asked us for measurements. When we contacted CS first they asked for the measurements so they could re try to deliver and if it didnt work they promosed to return the deposit. when they couldnt deliver the second time, the CS bluntly refused that they ever promised return of the deposit.

We have evidence in form of voice mails from the CS rep which we are going to a lawyer with.Didnt expect it would turn out this way."

"I ordered some hardware pulls, they arrived quickly and were in good condition. I subsequently returned them for a refund because they did not look right on my cabinets. Restoration Hardware was easy to work with for the return and promptly credited my credit card. I did pay round trip shipping but I knew that was possible when I made my purchase. I would buy from them again."

"Ordered two stanadard size drapes that were marked in stock on web site for immediate shipment. Received confirmation with shipping dates. When I checked my account on line they were placed on back order. I called and cancelled the order. Hours later I still did not have a email confirmation so I looked at my account on line and RH had changed my order and flagged it as a custom non-returnable order. I called back and was told that because the drapes are now on sale (even though I paid full price) they can not be returned. Of course I asked to speak to a manager who blamed the previos CSR for screwing up the order and said nothing could be done as they were scheduled to ship in three days. REALLY? They can't cancel an order with a three day lead time? I was then told they would send an intercept to UPS and have the package returned. Which they did.....and then they reversed it the day after! My CC was charged and bill has been placed in dispute. I will never order from this company again. I'm not sure who is running this place now but they clearly do not care about customer service at all.
AVOID!"

"I am writing b/c I do not know what else to do at this point. I ordered the 19th. C. Campaign Iron Canopy Bed ITEM #: 63140039 PTNA back on April 8th, the order processed the way I was told it would. I received a phone call from Best Way Delivery on 5-9 at 4pm saying they would be the ones delivering our bed. I cringed inside b/c this company had recently delivered a washer and dryer and it took this company 8-10 times out all said and done before I had a stacked washer and dryer that operated correctly. There was nothing I could do at 4pm the evening before so I crossed my fingers and hoped they would get it right the first time. They did not, not even close. They were installing the canopy part (mind you 4 canopy pieces were suspended in mid air) as they decided what their next move would be. Eventually, gravity took it's course and they canopy pieces started snapping, one snapping completely apart and falling on the floor, they caught the second one as it was nearing the floor. They wanted to order just a new canopy. I was not ok with that for two reasons: #1 the pole that the canopy had fallen off of was bent and wobbly. Then one man in the room by himself decided it was a good idea to scoot the completely assembled bed (minus canopy) one side at a time back to the wall which was more than a foot away! In my opinion both men should have done this step simultaneously and because they did not the bed was twisted and also became loose and squeaking. Prior to that, the bed frame was sturdy. I told them I was calling RH and ordering a new bed, they kept arguing with me and telling me not to. AS soon as they left, I was on the phone with RH. I explained what was going on and the bed was re-ordered and the first bed was to be exchanged. I told the person I spoke with that day, I did NOT want Bestway Delivery to come back in my home and requested a different company deliver my bed. SHe said she would check into it and call me back. I ended up calling back several times to see what the status was on finding a new delivery company. Each time I was promised a call back. The fourth time I CALLED, the RH C.S. agent Denise (on 5/22) informed me that RH is contracted with estway and there is no other option. I told her that they could bring it to my doorstep and I would hire professionals to assemble the bed, she said we would talk compensation once new bed was delivered and gave me a 1-2 week time frame. Two weeks went by, I called RH 6-5 exactly two weeks later and the CS agent was surprised I had not been notified of a 6-7 delivery. I had not been contacted by Bestway and was only contacted 6-6 in the afternoon of a morning delivery scheduled for today. The first bed had to be taken apart and that meant us hiring someone. It was on the front porch when Bestway arrived this am. I noticed the boxes had been opened and even snapped pictures. I asked why they had been opened and the guy explained b/c Restoration often does not send all the pieces and sometimes sends faulty pieces, so he had to open it to check the quality etc. I did not reopen the heavy boxes as I am 8 ½ mos. Pregnant. I asked himif everything looked okay and all the pieces were there. He assured me yes they were. I tried calling RH Hardware tonight to talk compensation for the white glove part, the extra waiting time and frustration. We had someone scheduled to assemble our bed on the way to our home. I have poor cell phone coverage tonight and never got through. The last time I tried, I asked the rep if we were disconnected if she could call me back. We were and she did try and left a msg. saying a supervisor was willing to credit $150. I was feeling okay about this until they opened the box and brought in headboard. The foam around headboard (not footboard) had all been cut open. The headboard is not anything like the color of the first bed delivered there is a very noticeable inconsistent color pattern instead of a nice consistent color as in footboard. I was heartsick, how could this be happening? I am just not okay with this product. I do not know if it was tampered with or if it is a flaw in craftsmanship. PLEASE HELP!!! I have a baby coming in 5 weeeks!!!!!!!!!!!! My home is in disarray and I am extremely disappointed and need a supervisor to read this and contact me as soon as possible!
Attached are a few photos of the inconsistent pattern on the headboard.
I was guaranteed a bed that had been fully inspected by R& H in 1-3 weeks.
From here it was 5 more weeks imstead and the bed showed up defective again, not as bad as second one but still not acceptable. They tried to charge me 60.00 extra dollars during the process of last time, I have had to call them 45 times to get to this point. I am done and all they want to do is refund the white glove delivery service. Nothing for the 15 plus week wait! DONE!!! DESPISE THIS COMPANY!"

"I ordered 4 dining chairs in mid-November 2012. When I placed my order, RH required that I have them shipped to my house, as opposed to picking them up from the store.

Since November 2012, I've suffered through SEVEN back-and-forth shipments and still only have three out of four chairs in my possession. (It is now May 18, 2013). I've been forced to return the other chairs due to a variety of reasons including scratched finish; incorrect finish; broken legs; splintered, gouged, and/or cracked wood. Furthermore, this company has sent me the wrong chairs and has overcharged me during various transactions regarding the return and shipment of these chairs. - I recently wrote the company (again) to see when I'd be receiving my 8th shipment. I received a curt correspondence saying that it would not be shipped until late July 2013.

Customer service was initially polite, but unhelpful: They are all talk, but no action. Now, my 'special customer service representative,' is ignoring my correspondences. After the third return, all of the customer service representatives told me that I'd be compensated for my trouble. That was a total lie.

Regardless of how cool the furniture looks, it is NOT worth your time, money and hassle to order from this company. Not only have I wasted money on the cost of the chairs, through this process I've had to take off seven days of work just so that I could be here to receive these chairs.

And, yes, I'm still waiting on the fourth chair, which will be my EIGHTH shipment."

"I purchased three vintage toledo chairs at the Restoration Hardware Outlet in Wrentham, MA. They appeared to be perfect with no visible signs of damage. I stored them wrapped from the purchase date until February of this year. Two months of easy use and they are all chipping! Restoration Hardware Customer Service acknowledged this problem exists with the product as there have been other complaints; but because I purchased at the Outlet Store, they will do nothing.
BEWARE OF DEALING WITH THIS COMPANY."

"+ light fixtures were beautiful, excellent quality, just as described
+ speedy shipping

price was excellent with 20% off sale. Regular prices on the expensive side.

-- shipping a bit expensive compared to other companies that I also bought from"

"I ordered a 38 inch Shutter Cabinet from Restoration Hardware in November 2012. The cabinet was offered in their store, on their website and in their catalog. I went in the store at the Houston Highland Village location to place the order. I never received the cabinet and after many calls made to Restoration (and hours of my time spent on the phone); I was told the cabinet information was incorrect and that they do not offer this cabinet for sale. I asked when they discovered this error and was told December 2012. I then asked why I was not informed of this fact; I was told that "in a perfect world, I would have been informed."
I then went back to the store where I placed the order and was told it would be too much work for them to research and to just keep working with customer service over the phone!
They are now telling me they can "possibly custom make the cabinet", but due to the Chinese New Year and the plant being shut down, they have no guarantee as to when they may be able to produce the cabinet. The absolute earliest date they could provide is April 30th, but they were 80% sure they would not make that date.
I told them just to cancel the order and they then offered me a 40% discount on another item. I told them I did not need a discount on something that I probably would never receive and declined the offer. I do not intend to ever visit Restoration Hardware again.
Their website has a written statement with a guarantee to fix any issue with any item ordered from their store. So much for a guarantee!"

"Purchased Maxwell sofa and ottomans as furnishings for a retail store. Products on website said In Stock, and gave a guaranteed delivery date. Email to customer service confirmed In Stock and the same guaranteed delivery date.

As soon as the order was placed, I received a confirmation email with a delivery date one month past the existing guarantee. Website continued to promise In Stock with the same delivery date for another two weeks after our purchase. Repeated calls to customer service were totally useless--no one could explain why the delivery date magically changed, and no one could even predict when things would ship. No one apologized for the mixup or offered to make it better. I would have taken the smallest token of professional courtesy; even a $50 coupon would have probably helped me endure their incompetence. But not with Restoration Hardware: I was just out of luck, and that was that.

They use Exel Direct for their furniture delivery, which is a disaster. A quick search online will confirm that Exel is THE worst delivery company in the country. They're currently sitting on half our order, which has been in a warehouse 150 miles from us for WEEKS. There is little sign we're ever going to see this stuff. If I can find similar furniture elsewhere, I'll be demanding a refund. Fortunately, I purchased with Amex so I'll be able to recover the full amount with no problems.

Most stores that charge premium prices offer premium service. Not so with Restoration Hardware. They operate like someone running a business out of his garage. I will never, ever do business with Restoration Hardware (at least online) again."

"I was shocked at the service this High end store gives to their customers. I get better service from lower end stores.

We went into the Dallas store and expected to be able to walk out with our purchase, only to find out that they don't stock anything except a few pillows, candles and other small things. This was a surprise, although disappointed I dealt with it. They said they can have it delievered to my home, so I said ok. They started placing the order, and I asked about shipping, and they said that I would be charged. This blew me away, since many stores offer free shipping if you are in their store and order it off their internet site. Then I asked if I could have it shipped to the store, for free, and just pick it up from there. They said no, that they didn't do that. I was competely shocked! I am paying over $1,000 dollars, made the trip to their store, and I have to pay shipping?! Why did I come all the way there for?Walmart, Target, etc., offer free shipping to their stores, and you don't even have to go into the store.

Bottom line, the trip to their store was a waste of time & money. I could have easily placed the order, all by myself, from my computer, and would have save time and gas money.

Call me silly, but if I am going to spend double or triple the price I expect great customer service, and this store does NOT give it to their customers.

In addition, I did place the order when I got home and received the items, but one of them were damaged. Now I have to send back this item and wait an additional 2 weeks for a replacement. This has taken me almost 4 weeks to get the items I went into the store to purchase. So, if you need something quickly, this is not the store to get it from"

"Purchased a high end Italian sheet set that was 'final sale' and found out at first why they were on sale. While soft in the store, they are unusable.

Do not buy from Restoration Hardware unless you can return the item due to poor quality as they are hit and miss.

The reason for the low rating is they charge Saks Fifth Ave Price but give Dollar store service on 'Final Sale'.

Buy at your risk as they will not stand behind the product and you are stuck with painters sheets as we won't sleep on these sheets that still costs more than items at Macys or others."