I was toying with whether or not I felt qualified enough to review this place given that I did not actually purchase something from RH. But the reason I am writing the review is based on why I did not purchase something from RH. We are a Room & Board family but needed a 30 inch high nightstand which surprisingly is difficult to come by in the furniture world. RH had one, but Room & Board did not. I was also excited to visit their new Gold Coast location which is an incredibly rehabbed building with a restaurant in the middle. We walked in and we told an associate would meet us on the second floor. We then meandered up to the second floor and identified two nightstands that we want to learn more about and then purchase one of the two. A sales associate did not show. I then went and asked someone on the floor we were on who was helping someone else, and they said I will have to look for someone. After not finding someone I asked someone else who then said someone would come meet us where we were waiting. We waited and we waited and then we waited some more. No one still showed. I then said ok we are done here. As we approached the elevator, I located a sales person who very condescendingly said, well I will have to put you on the list. I then proceeded to tell her we had already been put on a list and had been waiting. She said it was the weekend and there are hundreds of people here. Yes, I am aware that weekends are busier but retail should staff up for that, and frankly, I have never experienced that at Room & Board. I found the staff incredibly snobby. The redhead took my wife's name and number down because I was looking to get out of there and she could tell from my silence I was not happy so began apologizing. I will still come back here for the nightstand, but I am extremely disappointed in having tried for 40 minutes to get someone to help me place an expensive order. P.S. It is a pet peeve of mine that furniture stores charge you $200 to ship whether you spend $500 or $100k. read more

So glad to see the other reviewers here had much the same experience as I did. Shiny and new doesn't mean anything other than "shiny and new". I preferred the old space on North Ave. where you walked into the store and on the first floor was the cash wrap where you could generally find a real person to help you. I walked in knowing exactly what i wanted looking to take advantage of the sale. After a "do you work here" to some random redhead texting on her phone who responded hesitantly "yeeeeeeesssss, i do" as if it was up for debate. Maybe she was confused as to whether she does or doesn't work there.This was after 15 minutes of walking around the 2nd floor looking for a human being to help me or god forbid greet me and ask me if I needed help (3PM on a Tuesday- not a high traffic hour folks!). I am happy to see other reviewers post that I am not the only one who thinks a store this size needs actual employees to help customers. She then texted an summoned a "design associate" and one came in another 5 minutes. Now, I don't need a "design associate" who searches the web like I can. She had to leave me at least 3 times to either get more info or ask someone else. She just simply didn't know the inventory. Do they train these people? Both her and the random redhead were so ridiculously hoity toity and i'm just laughing. Seriously. you work in retail pushing fabric. Get over yourself. You might be in the gold coast now and rubbing elbows with higher $ if that is important for your self-worth. But you WORK IN RETAIL. Also, a thing to note for all you home goods buyers like me - this place is dark inside other than on the first floor. I was there on a sunny winter day and if you are looking for specific coloring and matching up fabrics or even a sofa that you might put into a bright room - BE CAREFUL because the lighting is akin to that in the women's dressing rooms at a store. BAD. You might really make poor color choices based on the lack of lighting. Wait - don't they sell lighting?? Oh... yeah. They do ! There are multiple teething problems here - crappy attitudes and customer service on the sales people if you can find them; poor lighting and I generally found the store very fragmented. Hard to shop in the little rooms and then up and down four floors. If you are really looking for home items, its hard to take it all in because it is all so spread out. I will not be going back. RH.com it is for me. read more

The good: absolutely gorgeous building, RH did an amazing job with the layout and creating a beautiful restaurant in the center of it all. The modern collection is amazing- great place to walk around, especially on a cloudy/rainy day. The bad: I've been at least 5 times since the Dearborn store has opened, and the customer services is absolutely TERRIBLE, shocking given the sophisticated nature of their stores design. Everything from the store service to the restaurant is just plain bad (waiters disappear and I've had to track down managers to get drinks, check etc). A large portion of my home is furnished with RH furniture, which I have always purchased online since in-store service is horrific. However, when I needed to purchase a glider for my nursery, I went in person to look at fabrics... 1. They had only 1 PERSON working the entire 3rd floor (and this was on an early Sunday afternoon)....she was new, and didn't know how to work her iPAD or computer, so she couldn't check anyone out. 2. After waiting 30 minutes another associate finally came to show her how to connect to the WiFi and check out the customer in front of us. 3. She also did not know how to navigate the RH website- so i showed her how to get to the glider I wanted, but when I asked her to see the grey belgian linen fabric in person, she said she couldn't find it and suggested we go to a different floor and ask another associate to help (this is after waiting 45 minutes+) 4. I kept asking her to call a manager or supervisor, and after 1 hour, someone finally showed up....and her response was if we had any questions about the fabrics we should call their customer service line....seriously?? She also told the associate to call down to the stock room for the fabric sample- which came 1 hour and 15 minutes later :) 5. Finally we were told the one woman who knew about the baby/teen section was at lunch- so after waiting over 1.5 hours, she finally returned answered our questions, and we were able to place our order. Who knew it was so difficult to place a 2K+ furniture order?? Overall- there were at least 5 couples in line behind us, and 4 of them walked out after waiting 1 hour+ without being helped. Absolutely horrific experience- super disappointing given how much business we've given them over the past year. read more

Omg. The iced coffee is amazing here. It is worth the wait in line to get to hang out in such a cool spot. My mom and I love the cookies as well. Awesome place! read more

Phenomenal upgrade from retail to a gallery-like experience. Check out the new contemporary collection on the 4th floor. I couldn't believe it was Restoration Hardware. So modern and chic! Best of all, take time to enjoy the gorgeous cafe and wine bar in the atrium on the ground floor. Talk about luxury! Run, don't walk (but darling, don't break your heel in the process) to this new location. read more

This place was fantastic- the scenery, the food, the atmosphere. Ordered the burrata salad and rose lemonade, and both were absolutely delicious. Would come here again without any hesitation. read more

I buy my bedding here because I am a fan of italian linens and egyptian cotton and I feel RH have reasonably priced bedding with good quality. They are not cheap but I love the fact that they stand by the quality of their products. If you find a defect or an issue or are not happy, they will replace or take it back. read more

If you want to go and wander around, that is fine. Don't go and try to buy something. This review is based on the customer service. I went to buy some towels. Simple enough and would have been able to do so at the old store no problem. There are no "sales people" and no one to help you while you awkwardly stand around trying to get someone to help you. The "consultants" are there only to help with larger orders. I finally flagged someone down, had to wait 30 minutes and then they could help me. And there was definitely attitude because I was only buying towels - oh but I had to order them because they don't stock them in the store. I have a feeling that Restoration Hardware will be out of business if they keep this up. I would short the stock. read more

Like every one else... Love the space. Beautiful. Breathtaking. But... In the market for something simple like bathroom accessory? Sorry. You still need to buy online and pay a relative ton for shipping. They carry nothing in the store. What a waste of a beautiful space. read more

This is the worst, best place on earth. Our first time there we had an infant in a stroller and needed a ramp or elevator to enter. Neither is easy to find. There is a service elevator in the alley on the side of the building. You have to hold the button to call it because it's so utilitarian, you're actually operating the lift. When a ship is sinking, women and children are saved first, here, they die in a cold service elevator. It definitely has that, "rob me in this tiny confined vestibule" feeling so I'd advise not going alone or bringing a large club. My second visit, I wanted to buy prints that were on sale but I didn't want to pay shipping (because paying for shipping is for losers) so I returned (my baby in a carrier, my club in the car) only to find out that the five story building houses very little merchandise and I would still need to pay for shipping. To pay shipping the sale is pointless (their shipping is expensive because they spent all their money on a beautiful handicap entrance). She did tell us that we can buy lots and lots and the shipping will be capped at 75 dollars. So, we could have bought 100 dressers and it would have only been 75 dollars to ship. Any other store provides shipping if the item isn't in the store and it's not like it was furniture, it was relatively small. In a world dominated by Amazon, I think RH could do more to satisfy customers willing to visit their store by way of a death elevator. The two stars are because the space is gorgeous and magical. The building is beautiful and so spectacular. I hate/love this place. We also complained long enough to weasel free shipping out of them but the girl was piiiiised and left us in a huff. She probably gets free shipping and can use stairs. We will be back because I'd still love to try the restaurant. read more

Stay away from this store. I don't know what happened to RH but their quality and service has dropped off substantially. I have ordered from them in the past and found their customer service to be exemplary and the product to be good quality for the price, so my experience has come as a surprise to me. My husband and I visited the new Dearborn Street showroom when it opened without any expectation of purchasing furniture. Three hours later we had a custom leather sofa, floor lamps and carpet. Great SALES team. But then came delivery. The floor lamps were defective and after considerable back and forth with RH, I finally convinced them that it was not my responsibility to cart the lamps to a shipping agency, pay to package them, and send them back to RH when they were DEFECTIVE. BTW, I live half a mile from the RH showroom but couldn't just bring the lamps there. I'll give them credit for the carpet. Delivery went well and carpet is ok. (Maybe its because of the issue I made with the floor lamps.) Did I mention everything was shipped separately? And finally the sofa. In November, RH charged my credit card for the balance of the sofa when they sent it off to the third party shipper. No sofa for Thanksgiving. No sofa for Christmas. I finally called after the first of the year only to find out RH "forgot" to send the 3rd party shipper the paperwork to actually have the sofa shipped to me. So now they are locating the sofa and once they verify its location, the 3rd party will call to have it shipped. Somehow shipping to a 3rd party contractor equates to the paying customer having received the product. RH will not give me any consideration, not even reversing the charges on my credit card, until I have the sofa in my possession. They promise consideration once I have received the sofa but once I lose leverage with them, they will likely offer me a measly hundred dollar credit. Moral of the story, unless you have time to run production and logistics for RH, don't bother ordering from them. read more

Big building, pretty show room. For being so big, you'd think they'd have more items they feature online on display. I wanted to see a Nola dresser and bookcase in person and they didn't have it, yet they featured one dresser with at least three different vignettes. What a waste, I was ready to buy. The greeter man on the first floor was friendly and seemed surprised that we were there to shop for furniture because it does seem like there's quite a crowd for the restaurant. Seems more old New York with the women decked out in fur coats and hats. They also need more sales people. There should be people waiting by the front of each floor ready to assist you. Instead, there was only one girl who was helping someone who probably made an appointment. Once she finished, we asked if they had the set I mentioned above, and she informed us that they didn't but could show us the finishes. She was nice too once we got a hold of her but we probably had to wait 20 minutes to talk to her. Went to another floor and nobody greeted us there either. Two employees just sitting at the design desks in the middle not offering any help. The most employees I saw was outside for the valet, so you can probably easily park at least. read more

Upon pulling up to site, we encountered rude valet men. They told us we could not park near the store because it was a tow zone, although the signs posted clearly stated otherwise. I have spent thousands of dollars with RH so I was quite upset on how we were treated. I complained to the greeter at the door; although she was somewhat courteous she was unapologetic and appeared to "brush me off." Very disappointing! I wish I had read the other reviews before visiting. Tip: Free valet parking was not offered, and it does not excuse the poor customer service, or that hard feelings could have been avoided with an ounce of professionalism and a kinder attitude. read more

Mind blowing re-envisioning of retail -- transforming the notion of shopping into an experience. An experience-- that is-- to savor. Walk all four floors through this re-imagined Chicago landmark (the former Three Arts Club), carrying your glass of wine or morning pastry and coffee. Or lounge with your treats in the stately courtyard garden. It's all good as you feel as though you were invited to your (very rich) friend's private party-- which happens to ooze sexiness. You might even get some decor ideas in the process! Gary Friedman-- you are my hero. read more

Wowwwwwwww ok you want to see how anything will look in your home come here. The most amazing furniture and display and its pet friendly. You can drink while shopping as well. Win win. read more

You cannot go wrong at RH. You want drinks? You want food? You want architecture? You want design inspiration? It has everything you could ask for and a staff to match the ambiance. Highly recommend for locals and tourists alike. I live a few blocks away and stroll in monthly just to admire the building and interior. read more

Amazing food, service, decor, and drinks! Highly recommend if you are looking to treat yourself.

I love this exquisite gallery for viewing their pieces as well as the gorgeous atrium for having a bite, a coffee or a glass of wine. Every floor is a visual delight read more

My review is regarding products purchased. I joined as a member as I was purchasing 2 rugs and a sofa. Thank God I purchased the rugs first. One rug was a totally different color than the sample and the other rug was packaged incorrectly and damaged. While RH took both back, I still paid $100 for the privilege of shopping there. I need to mention that the sofa would have been a problem had I ordered it. As the rugs went back the sofa may not have worked. The sofa would have been special order and i would have been out the 50% deposit. Whole process was a big waste of time and money. read more

Very difficult to write a review because I wanted to eat at the cafe. The wait on Sunday at 3:00 was 2 hours! I wasn't up to walk around for two hours; however, I will give four stars based on the atmosphere alone! Wow, beautiful!!! Beautiful people, beautiful decor and I would compare it to walking through a museum. So fun to look at all of the beautiful decor. Although, I don't really have the financial backing to buy furniture here, I definitely will come back and enjoy the decor and hopefully eat in the cafe. It's gorgeous! If you like the finer things, this is a great place to go and hang out for an afternoon. Valet is free if you go in! Bonus! read more

This is a very nice venue... it is absolutely beautiful!! This new cafe has crystal chandeliers above and is a very elegant setting. The glass-ceilinged interior courtyard is nicely restored and refurbished. The restaurant food is basic but is very well done. The prices are $$$ but are a very fair value. The ambiance is very relaxing and of course a retro feel. The roof top will be great in the spring, summer and fall time frame. The fact that RH Chicago is not a store but a showroom and in one of the nicest and least commercial neighborhoods in town makes it special. I would recommend this as a must see place. It is in the Gold Coast after all and so very relaxing!!! read more

This place is a wonderful experience! You have to go when you have at least 4 hours of time...there's always at least a 2 hour wait for the café , however the store itself keeps you entertained and occupied! The wait for the café was well worth it! The food is amazing! read more

Well don't go there to shop. I wanted to look at dining chairs that I saw on line so that I could make a buy decision. Not even in this store. Err I mean restaurant. There goes my $4,000 purchase. read more

This Restoration Hardware is like the disneyland of all restoration hardwares. It's huge with several stories and a beautiful open-air restaurant and bar inside. Definitely fun to walk around and explore. read more

This place is what my dreams are made of. You'd think that a furniture store would have average food, but no! When you go in on the ground floor, I suggest you put your name down to secure a table at the restaurant. Then, while you wait to receive a text, you can walk to the back and get yourself an incredible cup of coffee you can take with you as you explore floors upon floors of beautiful furniture. Once you've taken in all the furniture you wish you could afford, you get the much-anticipated text and head down to claim your table. Then you enter what feels like paradise, and in cold, windy, Chicago, the setting of the restaurant at RH is a warm, bright and beautiful escape. The service is excellent, and the food will make a girl get on yelp and write about it. My favorite item were the perfectly-made fries and the delicious garlic aioli, if I could, I would love an entire bottle of that aioli to put on EVERYTHING! All that to say, check this place out, its quite the experience. It engages all your senses and you will definitely enjoy it! read more

This place is just beautiful. Even if your not looking for furniture just check this place out for the decor and ambiance alone. Grab a beer or some wine and just walk around. There is five floors I think and do yourself a favor and go to all of them. I enjoyed my elevator ride the most, if you go you will see why. This is such a relaxing place to just have a drink and chill. Loved it reminded me of places in south beach. read more

My review is purely based on customer service in the restaurant. The waiters and bus teams we're great and accommodating... the manager Krystal was a real piece of work. She was so condescending to our family and to the staff. I will never eat here again with someone so negative "In Charge." Too bad because the ambiance is unique and beautiful but rude people have ruined it. read more

LOVE everything about RH!!!! The building is gorgeous, the history is remarkable (a residence for women in the early 1900's who were pursuing music, painting, or drama), and the cafe has delicious food and drink! The wait for a table can be long, but grab a beverage and make yourself comfortable on one of the comfy couches or chairs!! read more

Beautiful store and amazing staff! Love the cafe, too!

Great place to have lunch with out of towners. Good menu, not too fussy, great for feeling special and pretty! In terms of the actual shopping for furniture, don't go on the weekend! Take a weekday morning off when you can actually get help and you'll be done quickly. It also helps to look online before you go in. Some items are overpriced, but others are very comparable to a Crate & barrel. Their delivery service is pretty great, they take care of you. read more

0 comments Wow has this company imploded on its quality and customer service.Last year we purchased an historic brownstone literally 3 blocks from their Chicago design studio. My wife met with their design team and after considerable time and effort placed an order to decorate our new home. To start , the planned delivery dates for most items were missed by a wide margin and once delivered many items were incorrect from the actual items ordered. The return and re order process is extremely user unfriendly and ultimately we waited more than 6 months to get the actual ordered pieces in. Once received we noticed the quality of so many of the pieces were inferior to the old Restoration Hardware quality. As an example the dining room rug started to show significant wear, essentially was marking/scratching every time a chair was moved ( even though we installed protective felt pads). Note there are only two of us living in the home and we actually used the dining room table once before we noticed the significant wear, We called our design professional to come see the issue and after multiple calls and multiple cancelled appointments by her she finally viewed and agreed to replace it. Once replaced it seemed to be fine but unfortunately our puppy got sick on it and although we cleaned it immediately with warm water the color immediately came out of it. We called her to complain about the situation and her response was " I tell my customers to use vinegar and water" well that's great but that doesn't address the quality issue. Well we are back at multiple phone calls and no response from this firm.Note this should not occur with customer but we you factor in our roughly 100,000 spend with RH over the last few years this is inexcusable.Bottom line terrible quality and equally poor customer service means that we will go out of our way to dissuade anyone from using this company to decorate their home. read more

Restoration Hardware is known for being expensive, and while that is true, I would argue that if you take into account the quality, it's actually quite reasonably priced. This is especially true if you shop their sale prices. The other thing that should be factored in is their exceptional customer service. You can tell that they drill into their employees the idea that "the customer is always right". They go above and beyond to make sure you are satisfied. Their customer service is as good as any business I've ever dealt with. read more

The place is an absolute NIGHTMARE - good look finding anyone to help you while shopping. When I finally did find a sales consultant I ordered a media console and it was never delivered because the delivery people said it was too damaged for delivery. Had to call RH to fight and get my 211 dollars back for shipping and processing.....the item was never delivered but I still have to pay shipping.....Me thinks not! Go to Room and Board - this place needs new management if it will get any better. read more

How could you hate this place? I love it! You can only say bad things if you don;t understand the feel/vibe they kick out.

Great furniture but it is pricey, although higher price for higher quality will be back sometime soon to look around again.

This was a beautiful spot for brunch! Food was fresh and tasty, the open ceiling was quite a nice touch. My only complaint was the wait time, it took us 2.5 hrs to get seated...and as nice as the staged furniture was, it wasn't nice enough for us to window shop for that long! read more

This is not the kind of store where it is easy to, well, purchase something. No checkout counters. Atmosphere is more of a showroom: come pick out your upholstery and your furniture and have it delivered later to your gold coast mansion. Fun to wander around, lay on a couch, read a book. Salespeople are doing their best to ignore you, so feel free to stay and nap for a while in whatever sumptuous nook you find. My own experience: I arrive to exchange a duvet I had ordered online for a different color. I walk into the front vestibule and a dude with a headset asks me what I wanted to do. He calls someone through the headset and I am told to sit and wait in this vestibule with someone else who is trying to return something. (to headset: "we have a second customer with a return down here.") Guy keeps apologizing and asking if he can bring me a bottle of water. Eventually I go looking for an alternate color duvet. Headset guy takes my original duvet and says they will "get started" on the return. (get started? ok, so this is going to be a process.) upstairs I learn that they do not actually sell duvets or sheets in the store. I ask to see the "charcoal" color, which I have seen online but want to see in person. This is hard for the salesperson to find; it turns out to be in a pile of swatches inside one of the dressers on display. fair enough; they have lots of fabrics and want to hide the ugly swatch bundles. as he is looking for this, he seems to be making voice memos on his iphone for other salespeople. When I wander back down to the first floor, dude with headset has disappeared. two women are in his place, one training the other on the iphone voice memo system, which keeps crashing. i stand awkwardly close to them, trying to get them to notice me but hesitant to interrupt what seems to be a very complicated series of instructions about the computer system. other customer wanting to return item is still waiting on same couch in vestibule, looking forlorn. headset dude finally wanders back. he tells the women what i want to do and hands me off to them. Employee refers to trainee as "my little shadow today"; this makes everyone feel uncomfortable. they go to the RH website on a laptop and put the items in my cart. meanwhile, their solution for the exchange is to ask me to put a new duvet on my credit card and then they will send me a gift card with the value of the one I purchased online via snail mail. I explain that this is insane. eventually they figure out how to create a gift card, but it is a big favor they are doing me. they then find a penny to scratch the security code off, key this giftcard number into the RH website, manually enter my credit card number into the site for the balance, and order me the new duvet. all of this takes about 45 minutes and three people for something that would have taken 5-ish minutes at a regular store. So. They're not set up for "normal" transactions. They're set up for $10,000 couches (and brunch, apparently). fine. but it's annoying that they seem to have closed all of the normal retail locations around here. i guess profit margins are better on the five-figure furniture pieces than on the three-figure towels and linens. but it's not an unpleasant place to hang out while waiting for your kafkaesque transaction to take place. read more

If you want to get lunch and have some drinks this place is amazing. Truly, its beautiful. Unfortunately, I was looking to buy furniture which is generally why one goes to a furniture store. And even more unfortunate, its hard to buy furniture when you can't get to it or sit on it because some guy and his gal pals are drinking their brunch on it. Top that off with the fact that when I asked the sales associate a question her answer was delivered in a voice that could not have been more condescending. I just left. I was so annoyed by the level of pretention and chaos that I walked out the door and spent my $5000 on a similar couch from another store. I wonder how many salads they'll need to sell to cover that? read more

I visited their cafeteria on my way home in my gym shoes and I was lucky enough to have encountered the most snobbish waitress I've met. The highlight was her joke when I finished my bacon standish " so you finished everything but food was terrible. Hahahahaha ", I found that funny indeed. read more

Apparently I've been out of the loop, as I had no idea the "old" Restoration Hardware at North and Sheffield relocated here. I wanted to buy a light fixture I saw online, hoping to see it in person first. I walk in and it's so crowded with people waiting for the cafe I couldn't even find an employee to ask about the light or where I should go to find examples. When I finally found someone, he was seriously surprised that I was looking for merchandise and not to eat. He didn't know how else to help me besides suggesting I go to another floor. I go to another floor and each is set up with design staff who don't even look your way, so I'm guessing I needed an appointment. No lights to be found anywhere. I found another employee on the top floor to ask about the light and she couldn't help me because she only handles their "modern" line. Meanwhile, a lady next to me asked if she could buy a baby blanket and the sales rep was again surprised that someone actually wanted to buy something and said they would have to order it. My takeaway is that they don't intend for anyone to find and buy an item and walk out with it. There are no items with a price tag you can actually pick up and purchase. Instead, you are expected to buy a whole room design. Maybe they want you to do all the buying online? The employees certainly don't seem eager to help. Anyway, this was a huge mistake and waste of my time and the big bucks I had to shell out to park on Dearborn. Either be a restaurant or the old store model I loved. Between this and the 25 pounds of catalogs you send, I can't help but ask, "who do you think you are, RH?!" Do go here if you want to visit a free art gallery instead of one of Chicago's actual museums and be "seen" in the cafe. read more