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Restoration Hardware
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2.6 43 Reviews

Restoration Hardware Complaints Summary

17 Resolved
26 Unresolved
Our verdict: Dealing with Restoration Hardware, which has an average resolution rate, requires some diligence. Research their service in depth and read a variety of customer reviews for a balanced view. Approach any customer service interactions with detailed and well-prepared queries to facilitate a better resolution process.
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Restoration Hardware reviews & complaints 43

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V
5:34 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Restoration Hardware incorrect merchandise one too many times!!

On several occasions I drove 45 min to Restoration Hardware in King of Prussia and was given the wrong merchandise. Not only did I waste time returning the merchandise but also gas. Just last week I purchased bronze loop rings for my curtains and noticed that antique brass rings were in the package. When I called the manager, she made arrangements for UPS to pick the rings up at my house and told me she then would send out the correct rings. . This is day #2 and UPS has not come to my house. I know that to resolve this problem I will need to drive 45 min again to the store. Restoration Hardware has nice stuff but I am realizing it is not worth the hassle to deal with this store/company.

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nancy
,
Dec 03, 2008 10:19 am EST

I have been waiting over two months to receive a credit to my Visa card for a purchase I returned in September. After numerous phone calls to customer service where I have been assured they will credit my account I just found out that there is only one person who issues credits to Visa and she is on vacation. They have the light fixture and my money for two months. I will never ever shop here again and will be sure to tell everyone I know to avoid this store at all costs
With the economy the way it is there is no reason the shop anywhere that does not have outstanding customer service!

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Dennis M. Murphy
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Nov 28, 2008 8:47 pm EST

I Hate that the Furniture that you guys brought was wrong. I build furniture for Bernhardt out of Lenoir North Carolina . I'm grateful that you are buying stuff that is made in Amermica. The Restoration Hardware Dining room Chairs are done by Bernhardt Furn. I am just a Upholster that hopes this stuff stay in the States, and not in China. When you get poor upholsty or the wrong stuff given to you . Give them Hell! Cause this stuff isn't cheap.

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Sherman
,
Nov 15, 2008 8:30 am EST

Trying ordering online... what a bunch of liars.

They take your money and then only ship what they have in-stock... they never tell you the items are subject to backorder (from website: "Shipping date is set after order confirmation. Please allow 24-48 hours to process orders.").

They charge all shipping and taxes but the "expected ship date" is four months from now! If you call, they will offer to cancel the order... opps, you caught us excuse. Crooks!

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Matt Marakis
,
Oct 15, 2008 11:31 am EDT

I can top that! I have over $20, 000 in furniture ordered since June of this year. To date, I still do not have it all, and the billing is all messed up. The store finally directed me to corporate, who I have to say, is more ignorant then anyone I have ever met! I am not a difficult customer, I just wanted nice furniture. I swear, where did customer service go! I will never buy from this company again!

ComplaintsBoard
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9:43 am EDT
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Restoration Hardware poor quality dining room chairs

Upholstered Dining room chairs from Restoration Hardware purchased in September, 2006, are less than 2 years old & they squeak! This happens every time we sit down on 5 out of 6 chairs purchased. They have been used once/month (maybe). I weigh 110lbs, my husband 150lbs. Only remedy offered when calling the 800 # was to call a local furniture repair operation & pay for it ourselves. Terrible quality & service for the price: $2000 for 6 chairs. Do not recommend the Empire Camelback series. Won't buy anything from Restoration Hardware again.

There is no local assistance at the retail store. Through the 800#, they have opened a "Product Information Request" through Customer Service. I received a tracking number & was promised a 48 hour turnaround for them to tell me if this was a pervasive problem & if they were going to do anything to help me. A week & a half later, I called & nothing had been done. I'm giving up as I realize now nothing will be. I plan to load up every Internet site I can find with my disappointment!

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12:00 am EST

Restoration Hardware scam and fraud!

On 1/4/08 I place an order for several items, one being a garage work bench. I received all items except the garage work bench on 1-10-08. My credit card was also charged on 1-10-08 for all items including the garage work bench which I did not receive. On 1-11-08 I called restoration hardware [protected] and spoke with a customer service rep whom I did not get their name and was told that item is no longer available, she filled out a credit form and I should have my $460.83 (amt of work bench+s.H.+tax) which was already charged to my visa within 24/48 hrs. On [protected] days later) I still did not have the money returned to my credit card so I again called the 1-800# and spoke with sylvia at ext. 4872. Sylvia told me that a refund was submitted on 1-14-08 for the amt. Of $412.34 and I should expect it to show up on my credit card now within 3-5 business days from the date the refund form was filled out which was 1-14-08. I asked sylvia about the remaining $48.49 that was charged to my credit card. She had to fill out a refund form for the $48.49 dated 1-16-08, so that too will be refunded within 3-5 business days from 1-16-08.

On 1-18-08 I received a call from old baymeadows moving and storage scheduling a restoration hardware delivery. I returned the call explaining that this item had been canceled with restoration hardware back on 1-14-08 and I do not know why they are now trying to deliver it to me but I do not except it.

On 1-21-08 (now 10 days after restoration hardware withdrawing $460.83 from my credit card, 7 days from when restoration hardware filled out refund request for $412.34; 5 days from restoration hardware filling out another refund request for the remainder $48.49 which both amounts were withdrawn from credit card on 1-10-08.

So I call sylvia ext. 4872 again 1-21-08. She asks for name of delivery company, tells me old baymeadows moving and storage isn't their normal delivery company for this area, I give her their phone number and sylvia calls them. She then calls me back telling me she doesn't know why they tried to deliver the garage work bench but I won't receive anymore phone calls from old baymeadows moving and storage again. I ask her again about my refund and she says this time that restoration hardware is in inventory and as soon as that is complete, then my refund requests will be processed. She could not give me a date as to when that will happen.

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CARHOL
San Francisco, US
Jun 16, 2009 4:14 pm EDT

Yesterday, I spent the majority of the day trying to place an online order for two bathroom light fixtures. The site was VERY slow and would eventually time out. When i finally got to the check out page, the site timed out! I went through the entire process 2 more times until I finally got back to the check out page, re-entered all of my info and then the promo code stopped working, even though an hour before it was fine. I ultimately had to give up and call customer service. This whole ordeal cost me 1/2 of my day and much aggravation! I finally placed the order but have no way to track it because I never received an email confirmation.

This has been a very poor experience overall and I really feel that an appeasement in in order, however RH.com refuses to grant me anything! Did I mention that I spent over $50 on shipping?

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jessica guaragna
Scottsdale, US
Jan 02, 2009 10:52 am EST

at the beginning of dec. 2008 i ordered a graphite monogramed x-large robe to give to my husband from my 12 year old twins. they were thrilled to fin
ally be old enough to give their daddy a gift that they picked out. as it turns out this item promised to me by the 24th of dec. was never charged, i called and called customer service only to find out that every one of those operators had a twelve year old child as well! we waited for the promised item all day dec.24th and nothing arrived, they cried and wrote apology letters to my husband, this still did not put a gift under the tree for him. i have been promised e-mails, compensation, and half price on the robe which it is now anyway. today is jan.9th and my husband has not recieved his christmas gift yet! frustrated beyond words. i have alot of friends that used to shop with restoration hardware but will be shopping elswhere. in this day and age, a store needs to go the extra mile to make a shopper pleased with them. it won't surprise me to see this store go under as so many others are.

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Phone numbers

+1 (800) 762-1005 +1 (209) 834-1044 More phone numbers

Website

www.restorationhardware.com

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