Restoration Hardware

I can tell you for a fact that RH furniture is manufactured in China. We manufacturer furniture in the same factories. We are not competitors because we sell to a lower end market. However I know furniture and RH has great design but the quality in no better than what you would find in a low-​midrange priced furniture retailer. Again great design but do not expect good quality. Buyer beware.

The Restoration Hardware brand has always been a favorite of mine for as long as I can remember. As a young professional, I appreciate the quality the store offers and have been a loyal customer since college.
Despite this, I avoid the Palo Alto Restoration location at all costs. On my most recent visit, I had the intention of making a larger purchase with my significant other and the store was busier, but not packed. Upon walking in, I spent 30 minutes or so browsing and trying to find an associate to help me make a purchase. I noticed another couple dressed nicer than I (after all, it was a Sunday afternoon after a casual brunch in downtown) approached almost immediately after they walked in. I made myself known on multiple occasions throughout the 30 min I was in the store, and was very disappointed at what seemed to be an assumption of my lack of intent to purchase based on my attire.
When I did get the attention of an associate, they were rude and showed a clear lack of interest. I decided to then make my purchase online, or visit the Los Gatos store (where I had a fantastic experience a year or so back).
Let’s just say I am not the only one I know who has had a negative experience in this store.
Overall, great quality of product, but bad in-​store experience.

We went to Restoration Hardware recently to buy some items for our boys nursery. We ordered a dresser and a couple of pieces but had trouble in the delivery phase. RH delivered the wrong item a couple of times and it looked like they would not get us our furniture in the time frame that we needed it by. We almost cancelled the order but we got great customer service and they delivered on their word and got us the pieces on time. The customer service experience that we had with them was bar none. Very polite understanding and accommodating (which is hard to find even at high end furniture stores nowadays). In the end they paid for our shipping fees, sent us a RH giftcard and gave us 40% off one item. We thought it was very generous of them to do all that and we were very happy with the overall experience

I’ve been a fan of RH since the beginning. It is now on the expensive side, but I do like the new style better as it had progressed over time.
I really LOVED the gold Christmas lighted trees they had this year but they sold out too fast and wouldn’t sell the displays in the store which bothers me.
Great place for holiday stocking stuffers and their twinkly lights are the best!

I had a great experience here recently. A young blonde girl sat down and helped me form an order for over an hour, she was thorough and took her time going through swatches with me. She knew nearly everything I had questions about, and was not pressuring me at all. She explained the shipping costs as well as terms and time frame for custom orders, which will cause me to wait before placing my order. She followed up with me that same day about upcoming sales, and thanks to her I will be placing a large order through her very soon. It is a beautiful store with great and knowledgeable employees.

We ordered the Belgian Trestle Concrete and Teak Rectangle Dining Table from Restoration Hardware in May 2015. It was supposed to be delivered at the end of June 2015, but was not delivered until August 2015. The table was fine but the concrete top was delivered broken in August. They have subsequently attempted to deliver the concrete top two times and both times it has been broken. I highly recommend you reconsider if you are even thinking about ordering this table. We have since told them to keep the top and we are having our own top made. This is absolutely ridiculous, especially seeing as the table cost $ 5400. So it should not be this cheaply made.

I definitely can’t justify the prices of most things in this store (although fun fact, RH refers to their stores as ‘galleries’), but you can’t deny the style this place has.
I came in to return an online purchase (you’re required to pay for your own shipping, if you choose to mail things back, and 2 blankets would’ve cost me around $ 50). The sales associate who helped me with my return was very friendly, personable, and helpful.
I did not get the same treatment from some of the older staff members, who seemed displeased that I was gracing their store without intention to buy, but it seems to be a common experience. I guess just be choosy with who you talk to?
The return policy here is a bit much — you return your item in store (if it falls under the size/​category they allow for in-​store returns), you receive a pink slip indicating they received the items, then your return is shipped to the warehouse. Within a few weeks, you are supposed to have the purchase credited back to your card (although I was advised to call back at least once to follow up). It seems like a bit of a hassle for a store that comes across as high-​end.

Extremely dissatisfied with the quality of their stone washed linen sheets. My bedspread has a giant hole in it after a little over a year. I have bought bedding from them before without any issue.

Kelsey was extremely helpful, patient and kind! We were very impressed with her knowledge of the furniture and her expertise! We call ourselves restoration hardware addicts and strive to turn our home into the catalogue and she was wonderful at helping us achieve that!

We loved working with Michael! He’s very knowledgeable, patient and kind sales.
After many trips to the store, we purchased a sofa with his help. Thank you Michael for taking the time to work with us, and help us pick out our first sofa as a married couple!

Very pleased. We worked with designer Bao and ordered 2 leather chairs. We were quoted a delivery of app. 2 weeks. The chairs were available
early and someone from the warehouse called to schedule delivery.
Chairs were delivered within the 2 hour window.
Delivery guys were extremely professional and quick! We love the chairs! Based on other reviews
I had reservations about making a purchase here but our experience was very positive with every
RH employee we interacted with. We appreciated the follow up call we received two hours after the chairs were delivered.

Disappointing. On the positive side they have an incredible selection of furniture. Where else can you go with more choice? I recently placed 4 orders — none arrived without issue. 3 of the 4 are very late. Don’t believe the delivery estimates. For example I ordered some beside lights in October — now after 4 delays they are estimating the end of March. Is it even a product if it takes 6 months to deliver?
2 orders were delivered damaged, still waiting for replacements.
Custom chairs and sofa have been delayed 3 times. Still waiting.

It’s no wonder this location has such bad reviews. Horrible horrible service. Clearly the employees do not enjoy working here or helping customers. We were given attitude when we asked any questions, rudely told to wait while they were on the phone. When asked about specific products one sales reps rudely snapped and said there were no more, but then another rep came out and said they do have it. Didn’t even have the decency to wrap my item in tissue. Just left it on the counter, handed me the receipt and walked away. RUDE! If you don’t like working in customer service it’s simple JUST QUIT.

I placed three orders since 2013. Every one of the orders ended up in a disappointment. I do realize now that RH is a foreign company operation in USA. How difficult for a company could be to respect the contractual agreement:
— Charge 50% of a custom order at the time of placing an order, not 100%?
— Charge remaining 50% of the custom order at the time of actual delivery, not weeks in advance?
— Respond to inquiry as business not as a prison guard?
All products are made in China and financed by unwitting customers.
Welcome to RH experience.

Went here to shop for a kitchen table. Received great in-​store help. Ordered the table; it was delivered quickly and was sturdy and beautiful. We decided two weeks later that it was actually too small for us. Called RH to exchange for the next size up. The sale price had since expired, but without even being asked, the customer service lady said, we’ll obviously honor the prices for this line at the time you purchased the item. And in less than two minutes, the exchange order was complete.
Sturdy, beautiful furniture… excellent, honest customer service!

I don’t understand their return process. IMO, it’s fraud for what they are doing. Take way too long (almost a month if I am lucky) to get my money back from the warehouse. Beware if they told you that you can retune to the store but fail to tell you they will keep your money forever. Totally not worth buying from RH.

I’m not sure I can validate all the negative ratings with our experience here today. We came here after seeing that they had a sale going on with their couches.
We did our homework visiting two other competitors’ stores to ask our questions and see what the others were offering.
Katie greeted us promptly, offered us water (bottled, either sparkling or still) and was very engaging and, after allowing us to review some of our fabric choices, confirmed what we wanted and then took our order.
Katie was very courteous, professional and even allowed a new RH associate to work with her to show the associate how it was done.
We also were asked by two other RH associates if we had been helped, after Katie stepped away to take a call. So I wonder if they’ve been paying attention to these reviews here.
Regardless, we came away with a couch that exactly met our needs, budget, and timeline. I will update this review when the couch gets delivered to see if that 5^th star is earned.

So disappointed. I have lived in Palo Alto for a few years now and never had an excuse to go into Restoration Hardware. Finally, I did. I was in a pinch and needed a nice picture frame. I went into the store mid-​day and saw 5 employees standing around the register, none greeted me or even acknowledged my presence. The picture frames are scattered all around the store so I was walking all over — I walked right by the registers several times and none of the staff could be bothered to ask if I needed help. I was literally the only customer in the store at this time and they all were all preoccupied with chatting with each other. If I wasn’t in a pinch, I’d have left at this point.
Once I found a frame I liked and asked if they had one in a box I could purchase. The saleswoman seemed annoyed at my request and having to call back to their stock room.
The quality of their products seems nice, and although I wasn’t there to purchase thousands of dollars in furniture their staff pretty much guaranteed I will never return or consider them in the future.

Do not order from these people as it took 40 days to received an order. The order was placed on November 15 and literally received Christmas Eve.
During the 40 days my wife called Customer Service and received excuses. We called twice today, Dec. 26 and were turned down for a shipping refund of $ 8.
Customer Service; are you kidding me? While the ladies on the phone were sweet voiced and apologetic, the «I’m sorry» and «No» were less than satisfying for the stress of waiting right up to the last minute for our daughter’s Christmas gift.
Along with this frustration was that each time we were in Palo Alto shopping their store on University Ave was amply stocked with the items. The Los Gatos store was the same — plenty in stock.
Two lessons learned: first we should have canceled the order and purchased from the store and second; these people suck at «Customer Service.» This was a bad shopping-​on-​line experience we do not plan on revisiting with Restoration Hardware.

They have pretty interesting novelties — a good selection of gifts for birthdays and Christmas.
HOWEVER, super rude staff — they will be super polite to sexy, young, women/​men (I have literally seen one older member of staff literally stalk this young woman, explaining to her everything in the store like there is no tomorrow) and ignore everyone else.
I have had it when I was asked to stand in a different line for the cash register (although there was not line indicated anywhere). And by «asked» I mean reprimanded. Nope, never again.