Dishonest. I bought several thousand dollars worth of merchandise at their outlet store in Leesburg VA. At the end I also bought a leather kindle cover. When I got it home I found that they had unloaded a cover for an earlier version of kindle that is no longer made and not one that fitted the kindles that are now being sold and that I had. When I contacted RH they told me:"yes it is an obsolete version but so what. All sales are final." That is simply fraud. read more

My husband and I had a fantastic experience at this location last weekend... Melanie assisted us and she was top notch. We purchased a dining room table with her and later purchased chairs on line to pair with it. I usually order items from the website, but going forward I will make the drive from San Francisco to Marin to see Melanie. Her knowledge of the product along with her sweet demeanor was amazing. Thanks for putting this very picky girl at ease! read more

The quality of the merchandise and the service was exceptional. I don't understand these bad reviews at all ( and I'm very picky! ) I am sure that I was not an easy customer - as I hemmed and hawed over every detail. Nor did I spend a fortune - $290. But this was luxury service at it's best. The people were both knowledgeable and very pleasant. When I redo my family room in a few months, I will definitely be using RH - they have made a lifelong fan! read more

Stopped in to pick up some of their fantastic "No-Crack" hand cream and walked out with a few other items (as usual). I was helped promptly and checked out when I was ready. the staff was very busy but courteous and helpful without rushing you. =) read more

We have had problems with all of our Restoration Hardware lighting: (1) we installed two Barton flush mount ceiling lights, one of which smoked and created a fire within the fixture, and RH has offered to refund only but not pay for replacement installation of another light; (2) our matching table lamps for our nightstands came with two different kinds of switches (one a three-way, one a dimmer) that do not produce matching lighting, and we were told that RH had switched to three-way because of dimmer problems, but we couldn't switch for a matching pair because they were sold out, so we've lived with them, with one light brighter than the other; and (3) our floor lamp has the dimmer switch, see above, and intermittently flickers, which is annoying because it is used solely for lighting next to my reading chair. Sigh. We didn't notice this until after the return period had passed. Any RH lighting fixtures that we didn't have problems with? Nope. Lot to pay for defective lighting. read more

See all

Pricey, but we hit it on sale time. Got 20% off on a gorgeous leather chesterfield sofa. We worked with a guy named Label and he couldn't have been more patient, helpful and friendly. The couch was delivered on time and without a hitch. We also got fauz fur pillows and inserts that were very reasonably priced. I was pleasantly surprised by the whole experience. Will definitely shop at Restoration again...but sale-time only ;) read more

I buy a ton of stuff from them and they are very accommodating regarding returns for defects even months later. Sad that defects occur but I buy a lot of furniture home decor and it really goes a long way to be able to return things your not happy with. I love the products. Yes, they are pricy but I'm pretty happy overall! :) read more

I received a 17 lb pile of catalogues 2 days ago on my doorstep unsolicited. I was horrified at the waste involved in creating and sending this, not only to ours but to every home in Berkeley (according to the UPS driver who had made the deliveries). I returned my pile to a UPS driver, and it promptly arrived on my doorstep again the next day! It makes no sense to me why a company with any sense of responsibility in the world that we live in would market itself in this manner. There was even a comment about "carbon neutral shipment" on the package. Ridiculous! I think that a boycott of Restoration Hardware is in order. I could never in good conscience buy a product from them in the future. read more

Save your money, bought a very expensive bathroom sink for my wife in fall 08, has already cracked into pieces. From what I've experienced and read RH doesn't much care about you or their products after you've left the store. They are more concerned with their image then the quality of their products. read more

They have the worst return process on the planet. All I was trying to return was a quilt, perfectly unopened... what a hassle!

do not buy there outdoor lantereens ,,,, i repeat . thay are not meant for out doors , they are super $$$$$$$ and wont last a season , yes they have a good retuen policiy but after the 3rd return ive given up read more

HORRIBLE CUSTOMER SERVICE! This place sells nice furniture, fixtures, etc. I bought a bedroom set, which was very expensive. It looked nice but the delivery happened so fast I didn't notice a chip in the wood and a few dings. Plus one drawer didn't open and close properly. I thought that it might be better for me to hire a carpenter to fix the drawer, which I did, and ask RH for a discount and to send me the stain for the wood chip and dings. The first person I talked to was very nice, said he'd discount the dresser and credit my account. He also said he'd get that stain out right away. Well, that was 5 months ago. They credited a fraction of what they promised, and sent the wrong stain. I have spoken to a supervisor who promised to credit the rest and send the correct stain. That was 4 months ago! I have called no less then a dozen times leaving 6 messages to that supervisor. My husband tried as well. Nothing has happened. I was patient too long, and now am having trouble disputing it with my American Express Card. I will be out the money, and will have to live with the chips! I have been happy with RH in the past, and have dropped thousands. No more! Their customer service is horrible. My husband and I will never shop there again. Does anyone know the number for a VP at Corporate? read more

Ordered bedroom furniture on October 1st, which would be available for the shipment as per RH website on 1st week of november. Just called RH today, Oct 25, to inquire about other items in my order.... and what i had to find out is that the shipment of the furniture was moved without notifying us to Dec 19.... NOW would i have placed my original order on Oct 3rd knowing i would received my bed only in January next year? NO! Would i have found other alternatives and not be sleeping on the floor waiting for the bed to arrive? Absolutely!!!! I just started shopping at RH and spent with them nearly 10K and was going to spend at least that in the next 2 weeks... now if the company this big can afford losing the clients like us - then good luck to them... especially i am not willing to pay for the rudeness of the customer services... I will NEVER go back there, don't like ugly experiences like that read more

I love the Restoration Hardware products, but this staff doesn't understand the first thing about customer service. My first experience was when I moved to this area and was decorating. I stopped by to purchase lamp shades and they had to call the warehouse. I was told that it would be about 15 minutes and that the items would be at the counter with my name on them. So I popped over to another store for about 20 minutes to kill a few minutes. When I returned I was SHOCKED to find that the saleperson was selling my shades to another customer. When I asked him what he was doing he said "I looked around the store and you weren't here and this woman wanted them so....." and then he shrugged. I asked to speak to a manager and she also didn't seem to care but reluctantly agreed to see if another store had them. The other customer buying them was mortified and approached me in the parking lot to apologize and noted that she had also experienced terrible customer service at that store. So it took a while but I finally went back this week. WHAT A MISTAKE. I was purchasing some items as a gift and I was standing in line and when it was my turn the woman ran off. So I got in another line and paid for the items and when I told her I needed a gift receipt she told me it was too late and that (big sigh) she would have to get a manager and return all of the items and re-ring the purchase. Given the long line I just left. I decided that I really needed the gift receipt so I went back and stood in line. The woman ran away when I got to the front. So I went to another line and the same thing happened. When I tried to stop her she said she couldn't help it and ran away. So I went to a THIRD register (they were now only down to 2 working registers but lots of employees standing around) and when I got to the front she also tried to leave. I said "no, no, no" you cannot leave me here again. I explained that I only wanted a gift receipt so she calls over the manager. When I told her how poor the customer service had been she just looked at me and blinked. Really a stunning response. Then she starts giving me the sugary sweet (read: I hate your guts) voice and hands me the receipt and also runs away. That is it for me. They already laid off a large percent of their corporate staff and with this type of approach to customers it won't be long until it is 100%. read more

If you think that the beautiful piece of furniture that you saw in the store or online is what is going to be delivered to you I think that you might be in for an unpleasant surprise. I was in RH looking at lights for a bathroom remodel and saw a table I liked. Because I liked the table I decided to redo my dining room. I ordered a Flatiron table and a french casement cabinet. The table was nothing like the one in the showroom or the one on their website. The wood was the deadest looking grayish mass that I have ever seen and was surprised that they tried to pass it off as furniture. It looked like it was found on a forest floor. The cabinet had excess stain on the windows that had not been removed. RH is returning my money but not my shipping fees. I emailed photos of the table and cabinet and the rep had the nerve to describe it as "more beautiful than the ones in the stores". I suggested that RH trade me one of the ones in the store and I would happily give up the one that was more beautiful but no dice. I also challenged them to come see the table ( the store is 10 minutes from my house door to door) and look me in the eye and tell me that they would love to have that in their home but alas again no dice. Like most people I see the items in RH and fall in love with them. The customer service reps are nice enough but don't be fooled into thinking that they will color outside the box and actually help you. Needless to say I have returned all of the items I purchased that day and I will no longer do business with RH. read more

stopped into the baby/child store which I guess is new with my wife last weekend. she loved the layout of the store and we will likely drop some $ here soon as there is nothing else like it - great marketing idea. an friendly associate also a mother had great ideas to cut down on time wasted in the process - which I liked. she was very knowledgable and effecient and made our visit pleasant - which took us to the other store where we will likely add items to our kitchen/bedroom as well. read more