HOUSTON, TEXAS -- I ordered a 38" Shutter Cabinet from Restoration Hardware in November 2012. The cabinet was offered in their store, on their website and in their catalog. I went in the store at the Houston Highland Village location to place the order. I never received the cabinet and after many calls made to Restoration (and hours of my time spent on the phone), I was told the cabinet information was incorrect and that they do not offer this cabinet for sale. I asked when they discovered this error and was told December 2012. I then asked why I was not informed of this fact, I was told that "in a perfect world, I would have been informed."
I then went back to the store where I placed the order and was told it would be too much work for them to research and to just keep working with customer service over the phone!
They are now telling me they can "possibly custom make the cabinet", but due to the Chinese New Year and the plant being shut down, they have no guarantee as to when they be able to produce the cabinet. The absolute earliest date they could provide is April 30th, but they were 80% sure they would not make that date.
I told them just to cancel the order and they then offered me a 40% discount on another item. I told them I did not need a discount on something that I probably would never received and declined the offer. I do not intend to ever visit Restoration Hardware again.
Their website has a written statement with a guarantee to fix any issue with any item ordered from their store. So much for a guarantee!
PALO ALTO, CALIFORNIA -- I purchased 2 pieces of furniture from Restoration Hardware in Palo Alto, CA. Everything went very smoothly up to the time of purchase. The staff was helpful and polite. However we have had endless problems with obtaining our purchases from the company. We had emphasized both verbally and in writing that they would need to make the deliveries in a small truck as we live off of a small road. When the first piece of furniture arrived, we had to pick it up from the main road ourselves as they had completely ignored our request and sent a big truck instead. It was then that we discovered that they sent us the wrong piece of furniture. The second time they came by to give us the correct piece, they again brought the wrong sized truck and couldn't make the delivery. At this point they charged me twice for the same piece of furniture. After this was finally corrected we waited for the second piece to be delivered. Once again we received a call from the deliveryman stating that he was at the top of the road and had the furniture but because they had once again brought a truck that was too big, they could not deliver it.
We have finally received both pieces and although we like the furniture, we do not plan on purchasing anything more from this company. We scarcely received an apology from Restoration Hardware for all of the inconvenience and I do not think that the quality of the furniture is sufficient to overcome the poor customer service. It was overall a very disappointing experience.