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Restoration hardware


WORST customer service and policies

Complaint Rating:  100 % with 1 votes
100% 1
Contact information:
Restoration Hardware
United States
Do NOT shop at Restoration Hardware if you care at all about customer service. I cannot believe this is possible, but I received a gift card for $750 for my wedding. I bought a couch online and went to enter the gift card number - only you can't use gift cards online. So I called, and was told that they could not accept gift cards over the phone or over the internet, and I had to PUT IT IN THE MAIL. Ok, fine. So then I move and unfortunately, misplace the gift card - totally my fault. I had the number, the date of purchase, and all relevant information, so I called and asked them to replace it. They cannot replace gift cards, they're "like cash". No one had an answer for my question - "so, you ask people to put cash in the mail?"

Now, this is all happening after they deliver the couch, BREAK my front door, and refuse for hours to send a locksmith so I can close my front door and lock it (it was a Friday - the actual quote from the ### in customer service was "wow, I'm SO sorry! That is dangerous to have your front door like that - I will do everything I can to take care of this...when I get back into the office Monday morning") When I asked to file a claim to have the gift card replaced and my delivery fee waived, some *** promised me he'd have an answer for me "within a week". After three, I called him, emailed him - no answer. A month later, I went into Restoration Hardware and told them what happened. They said "we'll get back to you in a week". Two weeks later, I had to email the guy who gave me his card. Two weeks after that, someone called me to tell me, nope gift card is gone, no way of getting my $750 back. So they have essentially stolen $750 from me, with no recourse available to me.

And the best part is, it's only so-so furniture - the couch came with threads loose, not worth $2500 by a long stretch. Certainly not worth the ridiculous gift card policy and not worth the absurdity of my experience with this awful company.
Complaint comments Comments (2) Complaint country United States Complaint category Products & Services


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A  9th of Jan, 2012 by    0 Votes
you need to contact the district manager and DEMAND that their "Store Issues" provide you with your lost $750 gift certificate! as a former employee, i know that this can be done. don't let them give you any BS! you are entitled to that.
D  27th of Oct, 2012 by    0 Votes
You knew the gift card was to be treated like cash. You should have sent the gift card in with a traceable source. One would send a money order with a traceable source, wouldn't they? Just like cash. You can't call a bank and say you lost $750 and expect them to just give it back, do you? Responsibility in all actions.

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Restoration Hardware Logo Restoration Hardware
Customer Care Service
15 Koch Rd STE K
Corte Madera
United States - 94925-1231
+1 800 910 XXXX
+1 209 835 XXXX
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