I have worked at Restoration Hardware for several years now and we just get numb to the complaints. At the store level, we have no idea if products are in stock or not. The tracking system is a joke. Honestly, we have no idea when things will be delivered. We are told what to tell the customers but experience has told me this is always wrong. It is not uncommon to hear that customers have been waiting 6 months or more for their furniture. Everything comes from China so any delay is going to be a long one.

If you discover a defect in your furniture they will try to make things right but chances are you will have to pay for the replacement, ship the bad piece back, then wait for the credit. (then wait another 6 months because the item is now on back order because everyone else is having the same problems.)

Also note that the furniture is all made by different vendors so the upholstery for the chair might not match the upholstery for the sofa unless they are made by the same vendor.

Thinking of a gift card? Don't embarass yourself. If you try to use a gift card online you will have to pay for the purchase then send in the paper gift card for a credit.

I would like to say that the towels are pretty nice.

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 moron 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.

I will never purchase anything from Restoration Hardware again. 5 1/2 months ago, we ordered a sofa and armchair. These are custom items, and have to be manufactured specifically for us. Fine. They promised 6 to 8 weeks. They delayed the order not once, but twice, so that it took 3 1/2 months to receive the items. Then, upon delivery, I could tell in the first second I saw it that there were stains and scuff marks all over the sofa. We asked for a replacement sofa, which again had to be custom ordered. So then, 6 months later, the day before the replacement sofa was to be delivered, the delivery service calls to tell me that there are black stains all over this sofa, and they're returning it to Restoration Hardware, and ordering ANOTHER replacement sofa, which will again take 3 months to get -- for a total of 9 months wait time from when the original order was placed. Unacceptable. I call RH myself, and they offer me $250 cash back off the order, or a $500 discount on the stained sofa. They wouldn't budge any further than this, even though it was going to take 9 months and over $3500 to simply get a living room set (that is, if that 3rd replacement sofa hadn't come with stains as well, like sofas #1 and #2 did). I told them to come and pick up the armchair, that we returning everything and canceling the entire order. After I pushed further, explaining how utterly inadequate their attempts to satisfy me as a customer were, they agreed to give me a $150 gift certificate towards a future RH purchase. Like I will ever go near their store again. This company totally failed, across the board, and I am outraged.

Shame on your Restoration Hardware!

You have made it very clear to me that you do not care about your customers.

You sent me merchandise that was missing parts. When I called to get the parts, your customer service representatives were less than stellar. One promised to call me back and never did. Another hung up on me. The last person said she called local stores looking for the missing parts, but when I checked with those stores, they said no one from corporate called.

Let's be clear, I've spent thousands of dollars at your stores. Based on this experience I will find another retailer that appreciates my businesses and knows a thing or two about doing the right thing when they make a mistake

We purchased a rather expensive and large mall to hang on our wall. The initial delivery was satisfactory. Although I opened and inspected the frame and glass before signing for the item I did not think to check to make certain that the hardware that they installed to hang the item was done properly. It was installed up upside down. An item over $1200 and it was installed upside down. After waiting weeks for another delivery nothing happened. The shipping company claims they came to the house but no one was home. We live in a gated community and they have to call our phone before they can get through the gate. Caller ID shows no calls made. Pathetic when they lie. We contacted our local store (we bought from the store, not online) and they were unable to help. Apparently they have no leverage with the people the hire to ship their items.
Now they want us to sir around another day and see if they decide to show up.

I certainly wish I would have read up on them before making a purchase. If you are reading this review and others on this site consider yourself warned. Restoration Hardware is a waste of your money and your time.