Restoration Hardware Corporate Office | Headquarters Contact Phone Number & Address

Carol B.

5/21/12

After months of shopping finally decided to purchase an entire new bedroom from Restoration Hardware...what a mistake! Here it is May 21st and we only have one piece out of 5 that is not damaged and been returned. We had are still waiting on the other pieces and have just been informed they will not be here until the end of July! Customer service stinks, no one follows through in both customer service and the Aventura Florida store were the merchandise was purchased. I will NEVER shop there again and am returning what I have and canceling what is on order. You can have a great look, but it means nothing if you can't deliver.

jaybe

5/24/12

Dear Mr. Friedman:

I thought you would want to know about the incompetence of your company and the rude behavior of one of your employees. The result is that I have lost money in dealing with Restoration Hardware.

The facts:
1. April 23, 2012: My wife and I purchased 3 panels of curtains from your Berkeley store. The clerk was Brenna.
2. The curtains were shipped to us.
3. Upon hanging the curtains, we say that the pocket-hem measurement of two panels was 2.5 inches and the pocket measurement of the 3rd curtain was 3.25 inches – creating a “gap-tooth” silhouette on the west facing curtains.
4. I called your store and spoke with “Jolie”—she said I had to find a box and ship the curtains to Restoration. I said it was not my responsibility and that as soon as I received the correct/matching panel, I would return the non-matching panel. She told me that was not going to work for her and she was very rude and officious. She said she would get back to me—she never did.
5. On not hearing from her, I contacted my credit card company to stop payment—which they did.
6. I was called by Brenna who asked me “What’s up?” I explained the situation and she said she understood and offered to come to our home and pick up the non-matching panel. I told her I preferred to hold onto it until Restoration got me the correct one and then I would return it.
7. I was then called by Brenna some days later and she told me the store had the matching –panel.
8. On May 10, 2012 I left the office and went to the store to exchange the non-matching panel for the one she said was the 2.5 inch matching panel. Bob and Chicotta were there. I asked for a tape measure to measure the hem on the “matching” panel – it was 3.0 inches-they both expressed their embarrassment. Chicotta took the original non-matching panel and gave me a credit for it and said she would find a matching panel in another store and ship it to me. She apologized for the lack of quality control by Restoration and also for the rude behavior of “Jolie,” saying she a visiting manager on the day I spoke with her. Chicotta called me later that day and said that she had found a 2.5 inch hemmed panel in the Corte Madera store and they were shipping it to us and she charged my credit card for the panel. I asked if the store had confirmed it was a 2.5 inch hem and she said they had.
9. The “matching” panel arrived May 23, 2012 – we have hung it up.Well, Mr. Friedman, the hem starts at 2.5 inches on the left side and then ends up at 2.75 inches on the right side.

Don’t you think that when a customer buys 3 panels of curtains to hang up on a rod, that the customer is entitled to expect that the 3 panels will be identical? Is this really the best that your company can do?

So far, I have lost approximately $325 of revenue addressing your company’s negligence.

I look forward to hearing from you.

sheri d

5/1/12

to all the people who had bad service and left annoyed without merchandise---consider yourself lucky---do not purchase from--- restoration hardware chain---store does not carry merchandise--so you order on-line its shipped broken or wrong and you pay for shipping and tax -then try to get it straitened out with the store (I still do not know if curtain rod debackle is correct)-they DO NOT HANDLE THEIR OWN BILLING--and the billing company does not know what the store is doing---and then if you order from children"s dept it is another separate entity---big disconnect-- also purchased a gigantic china cabinet for the kitchen if WATER splashes on it its finish comes off I called THE CHAIN STORE and was told i would have to hire a antique re finisher to fix it---its not antique its from china---I just gutted and rehabbed a house would rather deal with construction workers than this store---i could go on----you can find furniture,curtains etc at other places---this is a bad place

Eric	5/1/12
My wife and i just purchased over $11k worth of furniture pieces within the last month and although we absolutely love them, your customer service ( in store or phone) absoultely sucks. Your delivery service even worse! I wont be surprise if you go bankrupt soon

Sue

4/9/12

Yikes! I seldom shop at Restoration Hardware and vow never to to so again. What are you marketing/sales people thinking? I was insulted to receive, totally unrequested, TWO heavy, extremely expensively printed catalogs. One was 655 pages, the other 283 pages. What a totally unethical, irresponsible waste of money and natural resources. WHY would anyone want to spend money on your products, so over-priced, when you waste so much money on out of touch catalogs. Shame on Restoration Hardware. Your advertising didn't appeal to anyone except yourselves. Get real. Have a conscience. Use a website, not 8 pounds of "fancy," what only you consider up-scale, wasteful, in poor taste catalogs You impressed no one and did the reputation of Restoration Hardware a grave disservice.
Try lowering you prices, not wasting funds on any more catalogs.

Pam

3/26/12

Love your furnishings - despise your marketing practices. Seriously? 4.75 pounds of catalogs wrapped in heavy plastic delivered to my home without my asking? And another 4.75 pound set delivered the following day? That's almost 10 pounds of unwanted trees you cut down, poured toxic ink on, used fuel to move on airplanes and trucks, to get to my home so the ink could give me a headache and I would have to put the plastic into the landfill and throw the almost 10 pounds of catalogs into recycling because who, who, who would leave a catalog lying around the house when all you have to do is turn on the computer to go online and see what you want to order?

The distribution of these catalogs is completely out of touch with your customer base - at least those who can actually afford to purchase your products. Come into the 21st century as quickly as you can. I am deeply offended and will think twice before making my next RH purchase.

Tony

3/19/12

My shopping experience has been generally good but I'd like to complain about the size of the catalogues. It's absolutely ridiculous the amount of paper wasted. It was bad enough receiving the two latest insanely-wasteful editions at home, but then they were delivered to my work as well, so it was doubled-up. I know where your website is. If I need something I know where to go. The latest editions went straight in the recycling bin.

Please RH, do us all some good and save resources!!! I don't want to do business with a company as wasteful as yours.

Larry A.

3/16/12

Well oddly enough I have had a great shopping experience at RH.

So why then am I writing, well hopefully their CEO Gary Friedman reads this.
Please Mr. Friedman, be eco friendly the size and amounts of the catalogs you are sending out are out of control.
Why are you killing all those trees?
Stop
Stop
Send everyone who you have an email, stop killing those trees.
Think how much money you can save your company.Thanks

Thuy Phelps

2/16/12

I guess I haven't learned my lesson. Last year, I ordered a dining table & 8 chairs. The chairs arrive first and then the table took a couple months later to arrive. Not very convenient. Then I just recently ordered the stonewashed linen sheets, along with the quilt, bedskirt, and an extra pair of pillow cases. I placed this order on Jan. 8, 2012 and everything arrived, but the sheet set. The sheets finally arrived on Feb. 16, 2012. After waiting 5 weeks, I opened the box and they were the wrong color. After calling customer service, I find out the color I want is on back order till May. What?! So basically, I'm going to have to wait 5 months for sheets. That's if they even arrive in May. Ridiculous! This will be the last purchase I make with RH.

Spruce Rockaway	2/16/12
Worst customer service of any store I have shopped. Philadelphia Premium Outlet has two or three nice sales persons but, the manager and rest of the employees are rude, condescending and obnoxious. I was a good customer but no longer. I am shocked by the number of complaints on a variety of websites.

Sherron

2/1/12

I can't believe this company is still in business. The only thing going for them is that they have cool looking furniture. Their service is downright the worst I've ever experience. I wasted 2 hours in their Mission Viejo store to buy $900 worth of bed linens and some accessories and their IBM computer touch screen wasn't working properly; they had to look up each item for the right sku number(redundant process); they had no samples around for leather or fabrics to show me;...just outright disorganized. What a bunch of idiots that work there. Whoever ordered their technology and software should get fired because it doesn't work properly. When you ask for a bill or a summary of charges so that you can reconcile, you get nothing but a bunch of gobble gook. No item description; no summary whatsoever....just a bunch of individual orders. I think it's done to confuse the customer because God knows what you're ordering. I am still waiting for my replacement table and it's been over a year. Does management even care or do they go out to their stores? I ended up canceling my order because 2 days later they said they had the wrong credit card number. Are you kidding me? Trust me, it is not worth the hassle doing business with this dysfunctional company. There are other similar products out there. I would highly recommend doing that versus doing business with this company. They screw the customer both financially and time-wise. This is an upper-management problem because nothing is being done to correct all of the problems.

Michelle

1/13/12

I tried ordering a desk pad because they had a 20% sale going on. I ordered it over the phone. I get a phone call back that the employee forgot to get my credit card number... ok things happen. I get another call late that evening that she didn't write down what I wanted. I thought to myself dam she didnt place my order yet...and not so mad that she made the second mistake of not writing down my order. I was told I would receive a confirmation email. I waited 3 days, gave a call because I havent recieved anything..once again ..thinking the store will just give me the information... the person i spoke with couldnt find my order but said they would have the origonal person i spoke with call me back. Guess what.. no call back. I can only assume my order was never placed. I will call today to find out but I am sure I will not be given any kind of compensation for this aggrivation.

Mark Romanowski

1/13/12

I just finished a short career with Restoration Hardware and let me tell you................they are the WORST company I have ever worked for. The make it very clear that they are out to "take the money" of their clients. They push their employees to sell, sell, sell, yet the products they offer are very poor quality made by children in 3rd world countries! The management team at the store I worked at in Milwaukee, Wisconsin were rude, uncaring and very inadequate at managing people! I came from a company where I managed hundreds of people for over 15 years and was valued for my ideas and my talents. Restoration Hardware made it very clear that my ideas were not welcome, and that my past experiences were unimportant! WHAT KIND OF COMPANY DOES THAT???!!! THEY DO!!! Watch out Milwaukee!!! You are being scammed!

Niamh Ultaigh

12/30/11

I went to the RH store at the Atrium Mall in Chestnut Hill, MA today to purchase a Vintage-Washed Belgian Linen Duvet Cover in the Dune color, size full/queen, $199.20. I saw the duvet cover on display. It looked lovely. When the sales person presented me with the duvet cover from stock, it was a different shade of Dune from the one on display. I didn't like the color. The sales rep said that the one she presented to me was the only one left. I asked to purchase the one on display as it was the color I wanted. The sales rep refused. I asked her to take the request up with a manager. She left me to speak with the manager. On her return, she said that the manager had refused to sell me the preferred duvet cover because it was on display. So, I left the store very disappointed without any duvet cover. The color of the duvet I liked was "Dune". It is a light color. That said, it was slightly more brown/taupe than the one from stock which had a distinctly yellow cast to it. When I spend $200, I need to like the item. I think the kind of treatment I experienced at the retail store was reprehensible and not in the best interest of good customer service. I have shopped RH in the past. At this point, my loyalty is at risk. It takes a lot of money in advertising to win a customer and only one ungracious act to lose one. I wanted the duvet cover to enhance my home for my New Year's Day Party. It was a detail to be sure, but it is a detail I pursued without the expectation of this upsetting turn of events. The Chestnut Hill store had what I wanted and would not sell it to me and that is bad business no matter how you spin it!

Rosalyn Ratchford-Shook

10/28/11

Honestly Don't know what is going on with Restoration Hardware these days, but all I can say is RUN!!!!!! I have just had two of the WORST retail experiences in my life with them and they have yet to make it right!! No time to fill you in on all the details, but can give you a few highlights- ordered their biggest, most expensive chandelier- (almost ordered one for the bedroom too- so glad I didn't) It arrived with damage (small and fixable)- can't send it back ...because it's on backorder until Janiuary- fixed the bent part- hired an electrician-- he arrived- took down my chandelier- no hardware in the box to hang new chandelier ...and the directions were just for hanging crystals on not for hanging it in the ceiling-- husband called (I was out of town) and was told they would need 24-48 hours to email directions- what? long story short- it is a disaster- found out after electrician left they can email directions--- BUT will now take them 7 days to call the vendor to get new hardware (they need my new iphone4s)- they must still be on dial up at restoration hardware. THe worst is.. after I paid the electrician to take down and rehang my chandelier and I accepted damaged goods- they refused to credit one penny back--- Don't risk it-- shop at Pottery Barn- they are excellent with customer service! This isn't the only story I could share about RHardware- seriously- don't even be tempted to look at their catalogueSee More
one star is generous! Can't believe they get sooo many horrible reviews and don't try to improve. No wonder they are closing stores--Half my house is restoration hardware, but as God as my witness- I will NEVER buy anything from them again-- I won't even look at the catalogue because I don't want to be tempted

laurel

9/21/11

I have placed a dining room furiture order with Restoration Furniture on Dec. 31, 2011. I have been waiting for the dinning room table since then. I have the chairs,
cabinet, chandlier, and the drapes. I am now told that I may have my table in Sept.
2011. This has been going on for 9 long months now. I told them that If I did not
have the table this time they promised Sept. 2011. They could come to my house and take everything that I ordered back. They replied that I need to let them know
when I want to make the return arrangements. I am so disappointed. I wonder how they manage to stay in business.....

Piper Hertneck Design LLC

9/20/11

Prepaid bathroom hardware order on May 5, 2011.....total order....$17K.......
At time or order....all items confirmed good-in-stock and Restoration Hardware requested 100% Prepayment to ship within 7 - 10 business days.
It is now Sept. 20 and we are told that missing items from this order are not available until late October 2011.
This order was placed through the Trade/Commercial Division of Restoration Hardware......to designers and contractors.....for larger commercial projects.
Restoration Hardware, for whatever the reasons, has proven itself to be an unreliable resource, and even though the customer service people say the right things....they are unable to produce the goods......and these are goods that are currently being sold by Restoration Hardware.
I have to say, with 25 years experience of purchasing goods from companies like Restoration Hardware....this situation is about the worse I have experienced.....and obviosly my company is not alone. I strongly suggest that if you are considering purchasing anything from Restoration Hardware that you can't walk out the door with....that you should resist....you may never get what you purchase. Nicholas Hertneck

Milt Shefter

9/2/11

How disappointing.
We've spent thousands of dollars with this company yet when one of their products failed, they were totally non-responsive. Their non-customer service rep, Peggy, should be sent back to school.
We bought a floor lamp with a dimmer switch., After several months, the switch stopped working. Lamp repair place couldn't replace it because neither the socket or switch was removeable. They suggested I call the company"Peggy" said there was nothing they could do because the unit hadn't been returned within 30 days. I offeredto pay for a replacement part but was informed they don't sell replacement parts.
We lost a floor lamp but thay lost a formerly good customer and anyonde else we can tell about their lack of serviuce or back-up on their shoddy products.

M. Shefter

S. Betts

9/16/11

My story of ongoing woe: ordered a piece of furniture in July that costs more than $1,500. After the fact I was told that the item was back-ordered. Since then, the back order date has been pushed out four times. It is now "due" at the end of September but they are not able to guarantee the ship date even though the item is coming from China.

How does this company survive?

I've heard some stores were closing and we're not surprised. There are other more worthy stores here on the East coast who know what's going on with their merchandise and really care about their clients.

Buyer beware!!!!

e. j. wadsworth

7/6/11

Customer Service is NON-existent at Restoration Hardware.

How about some employee training, and do include the managers who are the neediest:
Staff is not responsive to customer inquiries regarding orders, orders are not confirmed. Information incorrect. Customers are left hanging! When the staff is questioned they are defensive and noncommittal.

I love the furniture, but the company's disregard for the customer is blatant, and
frustrating. It is questionable that I'll ever shop there again, or recommend the store to others -- quite the contrary. They're not the only show in town.

Wendy Hammond

6/17/11

I ordered a St. James dresser 11/10. I was told delivery would be in 4-6 wks. After six weeks I got a letter saying my delivery was back ordered and would arrive the following month. Each month I call, and each month they tell me my dresser will arrive the following month. At seven months, and waiting, I was told they would send me a gift certificate for my inconvenience of $300. I never received the gift certificate, and when I inquired about it, they told me the gift certificate would come with delivery of my dresser, and if I cancel my order, then I could forget about the gift certificate. Nice way to treat a customer who's been sold a broken promise! Well, it's almost July - 9 MONTHS from the time I placed my order. Adding insult to injury, a delivery company called to finally bring my dresser, but it turned out that Restoration Hardware had actually shipped me a CHAIR in a box marked DRESSER!!!!!! Needless to say, I will never purchase another product from them again. I have no idea how they stay in business, and will warn all friends and family to stay away!!!!

Linda J.

6/9/11

Very disappointing experiences with R.H. store staff, delivery promises, and furniture quality...waited 4 months for a bathroom vanity (after multiple promise dates were broken) and when it finally arrived, I was taken aback at the poor workmanship. I took photos and brought them in to the store to compare to the vanity piece on the floor and confirmed that what I got was far less quality than what was on display in the store. The staff was actually rude to me, assuming I should have been satisfied with the discount they gave me when the item was delayed for 4 months...but then they sent me a vanity that was unstained in one area and had broken trim slapped on in another area. All I really wanted was a furniture doctor to improve the problems...didn't want to return it...Store staff AND customer service both said, at different times, that a furniture medic would come out to take a look. Well, guess what? no communication has occurred in 2 months...I know they are ignoring me...what a way to treat a customer who has been patient. Never again will I shop there and I am spreading the word to friends in the community.

Tony Natsoulas	5/9/11
We just went into your Berkeley store and could not believe our eyes! You have your so called spring line out and have turned your store into a mortuary! Not one hint of color, everything is either gray, silver or brown, Gee, sounds like spring colors to me. You need to fire your head designer, they can't tell when the flowers are out or when it is time to bury someone.

Dawn L

3/18/11

i'd like to add my own bad experience with restoration hardware & i have to laugh @ the CEO Gary Friedman, regarding his "i can't get no.....satisfaction" slogan because it perfectly fits him & how he chooses to run this company.....i spent a fortune on their Antibes outdoor furniture, pillows, cushions, lanterns & flameless candles.....every spring season since my purchase, i take the covers off (their RECOMMENDED covers, by the way!) & there's cracks in my chairs.....customer service does do a good job @ being nice to replace them, but this has cost nothing but more time & aggravation, over & over again....it's not made well (China), they OBVIOUSLY haven't solved the manufacturing issue & still selling the collection on-line & in stores.....also beware of the "so called" outdoor flameless candles & "no fade" outdoor fabric/pillows.....JUNK!!!!!! Restoration Hardware has alot of $%$#$ charging the prices they do for such poor quality made products....i will never buy from them again.....

Kelly Moran

3/19/11

I'm totally disappointed with Restoration Hardware. Today, just now at 8:50 p.m. we finished a total master bath make over. My husband and I installed the vanity and what a disappointment. The doors have huge gaps around all 4 sides of each door and there is a huge gap in the middle (where the doors meet). Workmanship and quality is very poor. And, the wood has contracted since it was delivered mid December, you can see unstained wood at the edges all over the place . . . . just shoddy work. The thing cost over $3K!! The cove molding is warped . . . I'll never buy furniture from Restoration Hardware again! I've learned my lesson.

Patsy Bates

3/5/11

Kathy Cookman, be glad your order was cancelled. I had a similar experience with delays (mine was ordered last fall and was just delivered in late February). I also renovated a bathroom centered around this piece, with wall mount light fixtures installed 24" apart. Worst part of all---the mirror might be 22" in diameter but the entire fixture is 25" in diameter!!! I am totally disgusted with their misleading infomation!!!

Thomas C.

2/22/11

I have had a poor experience with Restoration Hardware also, I ordered and of course paid a large sum of money for three medicine chest for our bathroom's. Upon receiving the order, two of the three items were damaged, I immediately made notification to Restoration Hardware and arrangements were made to return the damaged pieces. After a short while my replacement items arrived and to my surprise, we recieved the wrong medicine chest (different model & color) Again I notified Restoration Hardware and again I had to go through the process of returning the second shipment. Finally another shipment arrived at my home and everything seemed to be in order, the contractor placed the chests in their respective location and I thought I was done. Well after a period of approximately eight weeks I noticed that the paint was cracking and chipping on one the cabinets. I am at my wits end with this company. As the old saying goes "buyer beware" when purchasing from Restoration Hardware, inferior workmanship, poor customer service and mis-leading advertising.

Deana

2/7/11

AWFUL! This place is a complete scam. They have arranged 2 delivery times with me for furniture ordered, and not bothered to show up or even call. They did, however, decide to charge my card and it took about 6 calls to get these charges removed. I still haven't received my orders, and Restoration Hardware customer service could generally care less. They are polite, but unable to actually do anything. So, months later, I have no furniture (even though I was told the items were in stock four months ago), a mess on my credit cards, and have sunk about 40 hours into either waiting for furniture or trying to get charges removed.

They should not be allowed to continue operating, I would encourage everyone with this experience to file a complaint with BBB, I'm not even sure they are a real company! I think they just take orders, charge credit cards and hope people give up before trying multiple times to get charges reversed.

Carol S.

2/10/11

Restoration Hardware is a joke. I have been waiting since September 2010 for a dresser and nightstand; it is now February 2011 and I still don't have them. I checked my order status today and discovered that the expected ship dates for these items is now late April and late May. How do they expect you to wait this long for furniture that isn't even custom? Customer service is not helpful; they do not offer any explanation about the frequent delays. NEVER order furniture from Restoration Hardware. My order was placed online. I did contact the store in my area looking for assistance and they could not provide any.

Katie H.

2/1/11

Under no circumstances would I recommend purchasing anything from Restoration Hardware. I am deeply disappointed that I didn’t read the reviews prior to placing a big ticket order from them, as they consistently say the same thing. Their delivery is an absolute joke. Be prepared to take multiple days off from work so you can accommodate the delivery companies schedule. In case you were wondering, they won’t deliver to you on a weekend, and none of this is disclosed up front. The delivery windows are not abided by, so don’t believe them when they give you a 4 hour block. You will need to be home all day. If heaven forbid you aren’t happy with what you purchased (or in my case, they sent you the wrong color and it was damaged), be prepared for what they will do to your credit card. I discovered this delight when they emailed me saying they tried to charge my card but it was declined. The reason that it was declined? Because they charged my card multiple times for this big ticket item instead of crediting me. When I called (by the way, I did this 7 different times due to various problems with the order), they said they would look into it and call me back, but never did. Then I called and spoke with a supervisor (no thanks for your help Vanessa A.), who was amazingly unapologetic and challenged me on the shipping charges. I can’t believe this place is still in business. I will tell everyone I know about this experience so they don’t have to waste a month and a half of their lives dealing with this horrible company with a BAD, poorly made product. The quality of the table I ordered was nothing short of junk. The wood split in every place imaginable, and it didn’t match the photos online or in the catalog (neither the construction or the color). The really amazing piece is that they don’t manufacture their own stuff, so getting a proper description of the item isn’t going to happen.

While most businesses are bending over backwards to keep their customers happy, this company could care less. Now that I am reading all the reviews I can see the same problems have been incurring since at least 2004…I am writing this in 2011. They wasted my time, my money, and created a lot of aggravation. SHAME ON THEM!!!! I am happy to see they at least tried to make things right with some of their other customers. They did not do so with me. My favorite was when I ended the last call with them...."is there anything else I can help you with?" Ummmm...if I had been helped at any point in this process, I must have missed it.

Anita

1/24/11

I also had a terrible experience with an order through Restoration Hardware. I ordered a table on May 11 and was told it would be delivered in 2 weeks. After 4 weeks I was told it would arrive in mid-July. In early July I was told it would be October. In mid-October I was told it would be here in time for Thanksgiving. The next I hear, it is on it's way and my credit card was charged. I began calling the next week, asking where my table was. They tell me it is in the warehouse and someone would be calling me. Needless to say, no one called me and no one seemed to know where the table was. I finally was told 3 days ago ( it is now 1/24) that the table couldn't be found and they could reorder it but it was on back order again and I wouldn't get it until May. You can imagine my reaction to that! They actually wanted me to wait another 4 months which would make this be 12 months of waiting time. The canceled the order and said my account would be credited, which it has not as of yet. I will never order anything from them again, ever! It is completely ridiculous to do business this way.

Nanci Ryan	1/7/11
Company does not give timely credits for purchases returned requiring calls to my credit card company. RH stated second order was delivered to my address and left on front porch-I do not have a front porch. I do a lot of business on line and over the phone and I have never had this type of experience before....

Susan Sauter

11/24/10

The manager at the store located in St. Paul MN is an very unpleasant individual. Most retails ventures work hard to engage the customer and make the shopping experience enjoyable. I can not say that is true of Kelly in St, Paul MN. He was very unpleasant, bordering on being rude. I was doing them a favor as the previous clerk made a mistake in MY favor and I still went back and corrected it! There was not an apology or "sorry for any inconvenience this may have caused you!" No, he was dour, unsmiling and ignored several of my questions. I am highly unlikely to shop there again.