Restoration Hardware

Update on my previous disaster at RH. Had sworn off the store for life — until last week. I got a personal call from management telling me that my account had been reviewed and taken up for review. This review concurred with my experience and agreed that I had had a bad run of it with them. Management apologized for my experience and sent me a gift card for $ 510.72 — the exact amount of my original purchase EVEN THOUGH I RETURNED THE MERCHANDISE AND WAS REIMBURSED IN FULL!!! Pretty classy, RH! Did not expect that. All forgiven and thanks so much!

After just over 18 months of receiving consistently damaged or defective products, I finally decided to write this review. Where do I begin. Their «stores» are basically just show rooms; you can really only buy small items such as towels or picture frames. Everything else has to be ordered from the US, and the prices are all in US dollars. They apply a 20% shipping and duty charge as well, and so after the exchange rate, the prices are astronomical (for example, the soap dispenser we just received (damaged) was $ 22 US, which turned out to be $ 47 Canadian). Luckily we purchased most of our large furniture items when the Canadian dollar was much stronger.
In terms of furniture items, we purchased a dining room table and chairs, a bed, coffee and two end tables, custom arm chairs. The non-​furniture items we purchased were a soap dispenser, two down blankets, a cashmere blanket, a faux fur blanket, and a scarf. The blankets and the scarf have been fine, virtually everything else has arrived damaged or defective, including:
— a dining room table with a large chip in the top (we were later informed that this was actually the wrong table… to RH’s credit, we were later provided with the right table free)
— three damaged end tables (one with a large scratch, two with smashed glass tops)
— three damaged beds (broken or chipped caning, round yellow spot on the back of the headboard)
— three cracked dining room chairs (two cracked right through the frame)
— damaged arm chair (white splotch on the wood that looked like paint and would not come off)
— three defective or damaged soap dispensers (first one had dried glue on the outside, other two were completely broken (the metal part with the dispenser attached had come unglued from the base)
The only items that have arrived undamaged are a coffee table, one end table, and the other dining room chairs.
Every time there was an issue and we needed to do an exchange, I had to specifically request (and they had to request a manager’s approval to do it) that they not process a refund and then another purchase, as I would lose money on the exchange rate every time.
In addition to the free table, they did give me a $ 200 gift card, for all the trouble, and are going to refund the two broken soap dispensers even though I’ve been using one for the past few months. However, we are done with this company. I can’t believe they can even stay in business with such horribly poor-​quality products. And at such high prices (although it’s not much wonder, with all the damaged items they have to replace at no charge). We have had much better luck with Ikea furniture than most of the things we have bought from this place. Don’t be fooled by how nice it looks!

This is not a store. They do not have any stock and they don’t have any customer service.
It’s a showroom where you can view items sold online. They only quote prices in US dollars straight from their US website.

Beware of their store credits issues!!!
I had a $ 20 store credit because when I returned the last product I bought they didn’t give me cash/​credit card refund and could only do store credit. I always think stores that say «yes you can return this» and then «but only for store credit» are cheap – you either do a real refund, or be honest and directly say «no once we take your money we don’t want to give it back.»
Anyway, the store credit forced me to go back to look at more stuff to buy. I bought something else, showed them the old receipt with the «store credit number» but the cashier said they couldn’t find it in the computer!!! WHAT?!
It was only a $ 20 credit so I was like. whatever, I don’t care anymore I just wannna pay and leave and get this whole store over with. But definitely not happy about it mainly because I feel kind of cheated.
Their products are alright. They try very hard to make their store «look» high end, but the products are not top quality. I’ve bought a few products from them over the years. Some last alright, but others’ quality disintegrate faster than expected.

As an update: the table I ordered had to be sent back because it was delivered with a defective chair in June. They said they would reorder it but then didn’t. In August (long lead time) I called to check where it was. I was told it was in order and should be here soon. I called again in September and found out that it was only reordered in August — so they forgot to reorder it and tried to cover it up when I called.
In October I then received a delivery notice, which was followed up with «your item was defective and will be reordered» which meant I would have to wait another 2 – 3 months for delivery of a chair that was not defective. This would mean that assuming it was not defective again, my initial order from April 2015 would likely be delivered in 2016.
Seriously RH how do you stay in business? What a joke.

Appalling quality!
I bought 2 towels and 2 washcloths from the Restoration Hardware outlet at Morgan Crossing at a cost of nearly $ 80. I chose RH because I thought their goods would be higher quality than other stores. Boy, was I wrong!
After a couple weeks of NORMAL washing (no bleach, no hot water), the washcloths began losing their dye in patches and now look like I’d bought them at the dollar store.
I will never spend another cent at this place.

Yeah, I’ve purchased some bed linens from RH in Toronto but here in Vancouver the inventory is even worse. This is just a showroom of US furniture. Virtually nothing is in stock and all the staff do is order the item on the internet just as you would, charging you in $US (plus duty). The only thing that you avoid is delivery charges if the item is delivered to the store. The staff have no desire to help you so you can wander around (as I have done many times this week looking at items for my new home in the neighbourhood) and be ignored if you like that approach. For example, I found a set of coasters with Dorothy Parker quotations and there were no boxes anywhere to purchase. If they are «in the back» I’d need to get someone’s attention and that’s not going to happen, so I saved about $ 50 US. This isn’t like Pottery Barn or Crate and Barrel (i.e., US stores with a true Canadian presence). This is a US store with a showroom in Canada.

What a joke! I was searching for «affordable furniture» on Unilocal for my son who is just setting up a new apartment, and this place came up — you’ve got to be kidding me. Have you seen the prices at Restoration Hardware? If I had a million bucks in my back pocket I wouldn’t waste it on the overpriced, overdone, overstuffed furniture here.

Overpriced faux vintage furnishings for the nouveaus. Don’t seem to be aware that they’re in Canada. Lots of items have no prices, and when you ask, they tell you a price in $US. A lot of stuff isn’t in stock — they only sell by order, passing along a 20% customs and shipping markup and the currency conversion. WTF… they’ve been in Vancouver for years and still haven’t sorted this out?!

The customer service was awful in the store. The customer service 1 800 # is a lot better. When I bought two lamps on line, one of them was defective so I went into the store hoping to have them order another one for me so that I could bring in my defective one and replace it when the new one arrived. They would not do that for me. My choices were, 1) I bring the defective one in and wait till the new one arrive, (physically being without one lamp for two to three weeks) or 2) buy a third lamp and return the defective one once the replacement came in, (financially compromised for a $ 800.00 lamp.) It appeared that any other solution to a problem that was not my fault was responded to with a resounding“NO”.
When I phoned the 1800 # and told them my story, they were not pleased that I had this experience and sent me out a new lamp immediately.

My husband purchased a table lamp that I had been wanting for a Christmas present several years ago. The feature I liked best about the lamp was the dimmer switch located in the socket itself– a very unique feature that I hadn’t seen before.
Sadly the said dimmer switch has now stopped working completely and the lamp is no longer functional. I called the Vancouver Restoration Hardware Store to ask about a replacement socket and was told they don’t offer those parts and to contact a local lamp repair shop. Unfortunately the local repair shop cannot repair the lamp with the same lovely dimmer switch, but have to use a plastic less than ideal replacement part, which in my opinion, reduces the beauty of the entire lamp.
Unsatisfied by this option, I called Restoration Hardware USA and they also told me «that without proof of purchase or the name of the item we cannot help you». I can’t imagine that tracking down a new dimmer switch is such an impossible task. I am completely dissatisfied with the customer service offered with Restoration Hardware. This lamp, which was a rather expensive purchase, is now unusable in it’s original form.

I’m a fan because I love the look and feel of all their products. It is stores like this that give me something to strive for in home decorating.
My boyfriend and I adored their leather chairs and were intrigued by the gramaphone! He took out his iPhone and placed it on the dock… and the rest you’ll have to go in and hear for yourself. It was really neat.
The staff was friendly and helpful. Encouraging us to ask questions and take a free store magazine.
If I win the lottery I know I will be coming back here to furnish my new home.

Probably one of my favorite stores around, but one that I don’t often find myself shopping in.
Great place to shop for unique gifts, or stocking stuffers if your into that sort of thing. The furniture is huge, attractive and very expensive, but I suspect the quality would be outstanding. I’m not sure why their shipping to Canada (even if you order in their Canadian store) is a % of the sale, crazy plus crazy equals lost sale.
I like this retailer, I just don’t get their philosophy or brand.

I was killing time while my apt had some renovations today and I didn’t realize they had awesome stocking stuffers! Totally reasonable prices for fun little items perfect for christmas shopping (and yes, I work retail. I’ve been christmas shopping for 2 weeks now) The store is incredibly spacious and all the furniture so inviting, I was ready to move in. The perfect place to kill some time on a Wednesday afternoon

Love this store! Yes I am an addict. I enjoy the spacious clean layout, the staff are always friendly, and I love the products! I may or may not be a towel snob as I refuse to use towels from anywhere else ;) I really like the cleaning scents, and my favorite dept is definitely bathroom! I love all of the vintage line. We registered here for our wedding, and I must say the gift wrapping/​boxes were amazing. I am a whore to the RH!

I ordered furniture in October that was to take 45 days to arrive and had to phone them to find out a delivery date and they said it had been delayed to the end of January, promised us they would call us and follow up. No call. We called in January to be told it was delayed to April, I was PROMISED they would call in 48 hours with a firm date — no call. ON AND ON. I had to demand a manager and read the riot act before suddenly my furniture was being shipped. Got it in March. Looks great but the whole experience was brutal — would not give them my money again.

I love this store — I remember when it opened years ago when I was a poor student and I would come into drool… LOL, now as a working person, I still come into drool and occasionally pick something up!
Prices are quite moderate to high here — it’s all relative. Definitely expensive if you’re doing the transition from the Brick and Home Outfitters, but moderate if you shop at Inform. Service is generally good.
This place is a bit more refined/​conservative than my contemporary taste, but they have some great items if you pick and choose. My future kids already have Restoration Hardware baby stuff picked out in my head!
Nice variety of color schemes that you can do, usually involving an espresso/​wenge pieces with silver accents and whatever linens/​paint color in a soft neutral — lovely color selection with whites, soft greys, sages, pinks, blues and browns. Lovely home accents and décor and the fake plants are some of the nicest I’ve owned — just picked up another yesterday for our sideboard.
Furniture is good quality. Love their linens and bedding — excellent quality and has the price tag to match. The draperies are wonderful, esp. the thai silk line. Great for gifts for people who like a warmth to their home, but not fussy — love the retro games and gifts too.
Dropped a star for their regular prices — I don’t think they are worth the regular price since you can often find a similar product elsewhere, especially in the games and linens sections. I love and have their home accents though… if you want some gorgeous items around your home and classy, not tacky, holiday items, this is your place!

This is a great place to go gift shopping for middle-​aged or other responsible people who appreciate nice, quality things for the home. I only dream about being able to afford these things for myself.
I got a really beautiful set of candlesticks — they’re so heavy they are totally «Professor Plum with the Candlestick in the library» material. They are now treasured by my mother and have not been used for any sort of foul play (as far as I know).
It is not a hardware store at all! There are gadgets, games, decorations, lighting fixtures and linens. The most hardware-​ish stuff you get here might be a few things to put together window coverings or bathroom decorations.
You’re not going to find any bargains (at least I never have), but you get what you pay for. Here it’s always been quality.

I love coming here on a sunny Sunday afternoon and strolling through the store filled with stuff I one day hope be able able to afford. Oh the dreams that Restoration Hardware has brought into my mind…
They have gorgeous furniture, accessories, and household knick knacks that will tickle anyone’s fancy. It’s simple, classic, and elegant — there really are no other words to describe it. From the coffee tables and dishes to the chess board and umbrella stand… there really is something for everyone. Just be prepared to part with some of your hard earned cash.

This place just smells of the promise of better furnishings. Everything here is beautiful and well made. There is an elegant ease to everything they stock. Without being overly pretentious or styled, the furniture here exudes quality and taste. It is simple and not overdone – pieces so perfect that they’ll fit themselves easily into your life.