Restoration Hardware

Category:	Interior Designer
Address:	281 University Ave, Palo Alto, CA 94301, USA
Phone:	+1 650-328-4004
Site:	restorationhardware.com
Rating:	3.1
Working:	10AM–7PM 10AM–7PM 10AM–7PM 10AM–7PM 10AM–7PM 10AM–7PM 11AM–6PM

Location

Photos 100

Reviews 15

J B

Lesson: How to take awesome loyal clients and then lose them in one quick lack of customer service: My wife LOVES Restoration Hardware. And when people walk into my home, they love it. I mean the REALLY love it. Why? Because of my wifes insane decorating skills, and of course, the regular convoy of couriers delivering furnishings from you guessed it.... Restoration Hardware. So when I decided to build myself a barn, (a.k.a wicked man-cave), I naturally turned to my wife to make it spectacularly awesome. Step one: order cool barn lights from Restoration Hardware. So we did. A couple weeks later the UPS guy happily strolled right past my rottweiler that knows him by sight, to drop off my 3 large barn lights that would adorn my glorious cedar ceiling once construction was complete. What could possibly have gone wrong? Well, heres the thing. We didnt open the boxes. Construction was still going on and there was no point in letting the dust in. And why would we worry? I mean after so many happy experiences with all our previous deliveries, why would we ever assume they would send us the wrong lights? The confirm picture was right. The labeling was right, the size of the box looked right, why would anyone think that when you got a confirmation and boxes labeled vintage barn flushmount in distressed aluminum that you would actually have 3 boxes of clear glass lights that dont even appear to be available as an option on the website?!?!?! Well thats what we got. Clear glass. Not Distressed aluminum. Amazing. Now I know what you are thinking.... why not just return them right? Well heres the next thing. We didnt tell the contractor what we ordered. So he didnt know he had the wrong lights. But wait. Theres more. When the contractor opened the boxes to install the lights, we were in Japan! Yes Japan! For more than a month! Fast forward 6 weeks. After our time in Tokyo followed by a family holiday in Hawaii, we finally made our way home. I was excited to see the progress of the barns interiors which were amazing. A few other RH products adorned walls and corners. and then I looked up. The ceiling was magnificent. A cedar panel ceiling was just the perfect finish to a perfect man cave......and then I paused....wtf was wrong with the lights??? OMG they were clear glass! I was about to tear my wife a new one because I had told her specifically no glass lights because how does one clean a light fixture that rests 30 feet in the air? Glass shows dust. Everyone knows that. As I entered the house yelling, my wife quickly pulled up the order confirmation that clearly shows the gorgeous barn lights we ordered pictured in distressed aluminum. God that just sounds so much cooler than clear glass dont you think? Alas, I was a bit frustrated but I thought no problem, lets just call RH and tell them they messed up and they can send us the correct lights. It would mean I would have to rent a scissor jack to reach the lights to replace them, but hey I could live with that. Well, how wrong could I have been?!?! RH did not seem to care at all once we told them the lights had been installed. Had we not installed them, no problem we could return them, but since they had been installed there was nothing they could do. Its sad. Its actually sad that I am sad, but to be honest I had really thought that RH was not just a good provider of awesome stuff, but that there was a good company behind all that cool stuff. I was wrong. I graduated from business school years ago, and I remember the classes that talked about customer service. Maybe the execs at RH went to a different school or skipped those classes. Who knows, but either way, they just lost a really good customer over $525.00 on something that could have easily been fixed.

A Private User

I bought over $800.00 worth of handles. I like the handles, but the matching screws are too short. I have brand new cabinets from a well known manufacturer (Omega) and every dimension I have encountered during cabinet installation has been standard sizing. The drawer face thickness is 3/4". The screws that Restoration Hardware shipped with their handles is 3/4". I have phoned a local store and corporate customer support and their answer is "sorry". If it is important to you, check drawer face thickness against screw size. I hope that it is easy to get longer versions. I wish that RH told me at the time of purchase.

Marc Goldburg

Just received, unbidden, a 2014 Restoration Hardware catalog set in the mail. Its roughly 8x the size of our local phone book. Theres a note on the shipping label stating that its a carbon neutral shipment. Itd be more carbon-neutral and environmentally friendly not to ship, literally, reams of paper to hundreds of thousands or perhaps millions of people. Shame on you, Restoration Hardware.

peter k

Snotty employee walked by me, looked at me, straightened up, walked by me again, looked at me again, and didnt even ask if I needed help. When she sat with no one to help, I went over and asked her for service. But when she bullshitted me about not offering to help, I asked her to get someone else to help me. The other sales person was great.

A Private User

In addition to being over-priced, they take the returns but are difficult about it (they need to learn a few things from Nordstrom). This is not a company that cares about customers, or want to build loyalty; its hit and run.

Shane Menshik

no longer offering holiday items in store. Everything else is over priced items with low build quality. No longer have any reason to visit these stores.

Heather Duke

All the sofas they have on the floor are down linen super deep models. Zero variety to sample before spending thousands on furniture.

Mihir Meghani

This store has nice items that have a semi-antique but special flavor to them, but is expensive. Service is good.

Rod Lee

Great selection of well-designed small gift items as well as superb furniture and furnishings.

Norman Cheung

Nice store with some very interesting furniture. Seems a bit on the expensive side however.

Jeff

Nice place to browse for unique lighting.

Alexandr Zamorzaev

Overly expensive things. Fun to look at.