Restoration Hardware

Last week I would have rated Restoration Hardware a 5 star but this week they joined the hundreds of other companies that choose to overcharge their Canadian customers versus their US customers. RH had been pricing in USD which while it did take some time to figure out the exchange rate at least we knew we had true price parity with our American neighbours. This week RH issued a new Canadian price list...a 15-20% price increase over what we would have paid (in C$) last week with the present exchange rate from the US pricelist. Even more insulting was when I called the CANADIAN store to voice my concern that their customers were experiencing a significant price increase I was told some story about how replacing a 12% shipping fee with a $250 flat fee was somehow going to offset a 15-20% price increase. Do they think that Canadians can't do math either? On what planet does replacing (or even eliminating for that matter) a 12% shipping charge with a $250 flat fee make up for a 15-20% price increase!?! The manager got huffy and told me how happy he was with the change...I suppose overcharging their customers isn't his concern.

I don't like the direction the store has gone in recently, with just large pieces of furniture- what happened to all the accessories, candles, pillows etc.?- all of which must be special ordered, in US dollars (seriously, are you TRYING to insult your customers, or just mislead them?), and you pay the shipping- insane. I used to buy smaller items quite often, but the last few times I've gone in I've come away empty handed. Once because the computer system wasn't working properly so they couldn't ring sales through, I left and came back twice before finally giving up, and I got the impression that this is not unusual. Waste of time and very annoying.

Ok, first of all...they charge in USD while selling their products in Canada. Fine, not the end of the world but this along with their base pricing automatically makes them the most expensive furniture store in the province. We placed an order with Yvonne who was nice enough but entirely ineffective. Communication issues abound.

Items started to be delivered to the home prior to us owning it even after it was made clear multiple times that we were not able to accept the goods prior to a specific date. Boxes came crushed. Out of the initial 20 boxes that came, only 50% were in tact. Luckily most of the damaged boxes were bedding or unbreakable goods. We weren't at the home when they were delivered so could not inspect and send back damaged good. Now have damaged goods and have no idea what to do with them. I order from Amazon weekly and out of several hundred orders, I have never received anything damaged and only once did the box arrive damaged. RH has a lot to learn about shipping. For the price they charge one would expect much better shipping.

So they finally figure out that they can't just randomly deliver furniture to a home without proper scheduling. So they schedule a time to deliver the next 30 to 40 pieces of furniture. As expected, extensive damage to critical pieces of furniture. Both tables were unacceptable, one had the end of it broken right off! Like who the hell is handling this furniture? The Incredible Hulk? Several chairs damaged, etc. Disgraceful.

I now clearly understand why their furniture costs as much as it does...because they have to ship/handle 1/3 of the products two to three times as much as they should. I have ordered high end furniture for two other homes in the past and have never had so much damaged furniture delivered to my home. So now I guess I live without a dining or breakfast nook table in the home for months while they fumble around trying to find me another one. Frustrating

In the past when we have purchased a large order of furniture from one store the sales person/designer shows up at the home and directs traffic, tells the delivery men where to put each piece, personally inspects the goods both before and after they are delivered and ensures 100% customer satisfaction. Not at this chop shop. The sales people and management couldn't care less about your satisfaction. They don't inspect anything before it comes to your house. They do not invest their time in quality assurance so and instead vaporize your time by virtue of their incompetence. I have received better service from the Brick quite frankly. Embarrassing.

I called to talk to the manager (Alana or Lana), she was on a call so I left a very specific message for her to call me back that day. That was three days ago. No return call as of yet. I know for sure she's not busy inspecting furniture before it goes out for delivery...but still too busy to call me back. Just called them at 10:35 am and no answer although they open at 10 am.

I would absolutely not recommend that anyone do business with Restoration Hardware unless you enjoy overpriced inconvenience and frustration. This will most certainly be our last purchase.

I am not sure why RH has so many bad reviews. From start to finish Nancy took care of my needs and completely furnished my new pad. Not only was she patient but she is very knowledgeable on exactly what fashion you are aiming for. Nancy was prompt in replying to emails and phone calls, always with a new ideas. The RH experience has been amazing and would definitely do it again.

We bought a 19ft cloud sectional and huge coffee table. Not even four months later, the couch frame completely lost its integrity, sagging, gaps of fabric, and deflated cushioning to the point you can feel the frame underneath.

I called to see what steps needed to be done to amend this. I was told to email and send pictures and someone from their "gallery," meaning head office would be in touch within 24 hours. I had to email SIX times and follow up since I heard nothing back. Each time, they couldn't find my email. Each time, I had to explain the situation again, and resend my email.

I also had a sales rep, Yvonne, on my last attempt to have someone help, tell me that the cloud couch is meant for a rec room, not a living room, insinuating that our 10 thousand dollar couch was meant for a play room, and my concerns weren't relevant. She also promised to get back to me in a half hour, and didn't bother until an email hours later, to which she did finally agree the couch was a flop.

Finally, I drove down there and dealt with Lana. She was rude at first and couldn't care less about what had happened. I did tell her, that she should care, and if I was a manager, I would want to know where the ball had been dropped.

We did choose a different sectional. They tried to make us pay $369 USD for shipping, and we refused, since we already paid the shipping before, and shouldn't have to again. We wanted the destroyed couch picked up upon delivery of the new one, and that's already been an issue, even though they promised that would be fine.

We have had a lovely sales woman named Jordana helping us with the new couch, and she has been a fabulous help; timely, efficient, polite and thorough.

I really love the look of RH's products. The quality of the cloud couch was worse than a Walmart couch, looking 9 years roughly worn in about a four month time frame. Completely unacceptable.

This store in Southcentre is very poorly run. There is zero sense of urgency, zero accountability, and a general consensus of over promising and under delivering. Be careful shopping here. There are many galleries that will be service oriented, not just to make a sale, with great quality products for the same cost.

Out of all of this, I would recommend asking for Jordana if you must shop there. At least you'll be dealing with a sincere individual.

Love the product and style of the furniture however the service is horrible! We went in to purchase 8 dining chairs and waited to be helped as countless sales reps walked past us without even making an attempt to acknowledge that we were even there. When someone decided to finally help us the lady really couldn't care less. When I told her that I had a member card she was surprised and couldn't find me in the system. I then had to dig through my purse to find the card to prove to her that I had one. We ordered our chairs reluctantly because of the poor service unfortunately we already had 3 bar stools and needed the dining chairs to match otherwise we would never have stayed to purchase from there. Might I add we did have a great experience with the salesman that helped us with our bar stools 3 months ago. When we went to pay we had gift cards for Southcentre that we received as a bonus at work. The sales lady was very annoyed that she would have to convert them to a Restoration Hardware gift card because everything was in US funds we told her that the rest would be put on our AMEX card. To add to the insult she said after the transaction went through I guess congratulations is in order... we said why? She said you must have received these gift cards as a wedding gift. Working in sales for over 15 years if I 'bracketed' customers as we were I wouldn't have a job. We left feeling completely degraded and unworthy of their products after spending 3500.00 USD.