This is the second good experience I've had at RH. Made an order online then called the store with questions. We're very polite and transferred me to Cassie with customer support who corrected my issues very quickly. Great customer service. read more

Snooty staff and you have to order everything and they charge shipping (I understand furniture, but on small stuff it gets a bit annoying - why go to the store?). Beautiful store but not worth the trip. read more

Customer service is absolutely horrible- it takes a week before they call you back and then they aren't even helpful. The actual managers at the store are clueless and do not offer any help either. I will never again buy furniture from there after my experience. They charged our credit card for $3,000 and did not credit our account for over 2 weeks. It was a mistake cause by Restoration Hardware and they were not in the least bit interested in returning our phone calls or our money. Numerous lies from management at the store all the way up to customer service. Supposedly they have a higher tier of customer service called Gallery Solutions, but don't believe it when they tell you... It's just some low level customer service rep who knows nothing calling and saying they are with Gallery Solutions. This happened on multiple occasions. It is currently two weeks later, our credit card hasn't been credited, we still haven't received the promised phone calls from "Gallery Solutions", and still no resolution for their acknowledged fault. Horrible!! read more

I purchased this Atelier Scissor Task Floor Lamp, the packaging was unnecessarily huge, when I first assemble it, one washer was missing, called RH customer service, said will get back to me, never. OK. Then after a month when I vacuum the floor and moved this lamp a bit, it just broker off the base. See attached pictures, an original price $500 lamp is made of cheap pig iron! I emailed the pictures to customer service, they got back to me after weekend, issued UPS pick up. I can feel that their customer service agent was trying to help, however, they issued pick up ticket showing 10 lbs. only but actual freight is 70 lbs. UPS refused to pick up for two days, then RH had to reissue to label, then UPS driver failed to bring the label. Anyway, this lasted for 4-5 days, eventually I asked RH to email me the label directly and I returned it to UPS store myself. I was able to receive full refund right after RH DC received the return. That's the reason I give them two stars not one. Overall, it was a bad experience, make me not to trust RH's quality anymore, even their products look so nice and enticing in catalog. read more

RH Houston | The Gallery at Highland Village - Restoration Hardware's Atelier Scissor Task Floor Lamp, base is made of pig iron, where is the quality control? - Furniture Stores Near Me - Houston, Texas

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I had the best experience with Behnaz! She made a stressful situation (at least for me) so easy. She helped me pick out everything for my nursery. I can tell she loves what she does. If you need help make sure you ask for her, she was fantastic read more

Have worked with several reps who were knowledgeable and helpful and even applied a new promotion to my previous order. After several recent orders, all have been delivered as promised. Only negative is that they don't have most of their stuff in store, so you might have to look at one piece for the finish/fabric and another for the size/shape/design to envision your piece. read more

Dave was incredibly helpful and responsive with the ordering of our shades and curtains at the store. Carlos and Felipe, our installers, were also just terrific. Thank you! read more

Love there furniture. Have a home with many of the pieces in it. Very nice, and most things are timeless and will last for years. Absolutely worth the price. What isn't about this location is it feels like a used car lot for furniture. Constantly hounding by sales people. I understand sales, pushing product, and wanting to move volume. I can appreciate the hustle. 3 levels are in this store and I walked through here and was approached by 9 people. 9 people asked me what room in my home I was looking for, etc. I've spent over $30,000 in RH. How about after you saw me talk to your fellow sales person, you realized I didn't need to chat. I'll be going to different locations or just online for now on. Skip out on this one. read more

Last time I went to RH, I got some paint, and browsed fixtures for my house. That was some time back. Today, I made the mistake of going to this store to look at mailboxes (that are offered on the RH website) to see what the build/finish were like. What do I know - I was still expecting a hardware (albeit very high-end) experience. I saw furniture, towels and 3 or 4 curtain rods. The person at the front was nice, almost apologetic (or pitying, I could not tell) about my lack of success in viewing a mailbox. I don't know. This was absolutely a stupid experience. This was a ridiculous store. Call it something else. It has nothing to do with hardware. Although it might be a great place for a rave. read more

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! I then received an e-mail showing that my order had shipped and I would be contacted for "White Glove" delivery. When I looked at the picture of the cabinet in the mail, it was a different (less expensive) cabinet. I called customer service and informed them they were sending the wrong item and they told me just to let them deliver it and then refuse the item once it got to my house. I told them this seemed like a huge waste of time and money and that I saw no point since I knew it was not the cabinet I ordered! 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! read more

We have been trying to buy a $5K couch and it seems that they just don't want to take our money. It's been the strangest retail experience and very poor customer service. I will never buy from this store again and just hope our couch will be delivered with no issues. Less than knowledgeable salespeople Poor attitudes and customer service Apparent allergic reaction to cash money No examples of classic sized sofas, only luxe which is built for Shaq sized people Confusing payment. Half up front, half when shipped but turns out they just take money out randomly. Tried to pay upfront, wouldn't accept it. Went back to pay in cash, never credited to account. UGH. Shop elsewhere, Houston! read more

Ordered a chandelier from DESPERATION hardware and was told by salesman in store it would be delivered before Christmas 2012 - promised date was December 19, 2012. Received a backorder email in December that new delivery date was January 3, 2013. Received ANOTHER backorder email in January that delivery was now January 20, 2013. Today is January 21, 2013 and the customer service person said MAYBE I will see the chandelier before EASTER! I asked her is that 2013 or 2014? She told me that ALL orders are subject to BACKORDERS and they have NO CONTROL over their backorder process. So whatever date they give you is BALONEY. Am writing Mr. Gary Friedman President at 15 Koch Road Suite J in Corte Madera California 94925 read more

Restoration Hardware in Houston has a fabulous appeal as you stroll through the store. They are very understaffed, so be prepared to wait a long time to speak with a consultant or sales. WARNING! Inspect every item very carefully upon delivery. I purchased $10k+ in four separate transactions. Each delivery included several pieces that were damaged, such as water damage, nicks and punctures in the leather! RH - Where is your quality assurance team? Restoration Hardware is good about replacing the damage pieces that they stock. However, if you have ordered a custom piece and it is delivered damage as in my case - You will be waiting another 4 to 5 months for the replacement. Personally, I am done shopping with RH, because they sell a high-end brand, but deliver poor quality furniture. Don't fall for their trendy marketing of furniture made in China!!! read more

I've bought a few pieces of furniture here that I'm quite happy with. I try to shop in store - to be nice - as it's easy to do so online but I try to support store fronts. The issue with RH Houston, however, is that their store associates can sometimes be so off putting that I'm uncomfortable in the store - let alone asking questions. My two stars are for the quality of RH - I like the product. The deducted three are for the associates. There's some misplaced air of arrogance from them as if you are somehow bothering them. No greeting. No smile. Ask a question - get blank stare and reluctant answer laced with a "ugh" tilt of the head. And this isn't a one time experience - it's a nearly EVERY time experience. When you call corporate customer service, it's just the opposite - friendly voices. Therefore, I can't imagine this corporate culture and nothing more than Houston management. My next furniture order is coming up soon - I'll call and place my order with online sales and explain why I'm doing so when I do it. It just makes no sense to treat people so poorly. read more

Ordered dining room table the week before the hurricane. Gave delivery an extra week...still no table. Called 1800 number....they were nice about it, but said I'd hear this week, at the latest, Tuesday. It's Wednesday and not a word...so I call the store. Lady who answered wouldn't let me speak to sales person, who had been really helpful, but she did offer to find out. So she momentarily puts me on hold then comes back on and says the table isn't in Houston yet. When I say that I ordered chairs online for it a week after the table from a different store, she very arrogantly says so do you want the table or not. I said of course, I already have chairs for it. She says she will check and call me back. Not five minutes after the call, I get a VM saying it's stuck on a train that wasn't allowed into Houston bc of the hurricane. I have to take this at face value but I sort of want to call BS. It's September and now I am left wondering if I'll get the table before Thanksgiving. So...sales person great, 1800 customer service person great, if not that helpful, lady who answered phone at store, well she will affect whether I ever do business at that store again....she was arrogantly awful and probably should not have customer contact. This company says they care about customer experience, but has a profound supply chain problem, especially if you order something big, something that you pay $200 to have delivered....they should not promise delivery dates they cannot keep. At least when High Fashion Home says three months, they make sure they don't mean six. Still waiting, will wait one more week, and more than willing to revise this review, as the table should be wonderful. Update to this: The table was finally delivered on 9/23/2017, a month and a few days after we bought it. My husband said the deliverers were professional and the table is sturdy. It is also beautiful. Very happy with our purchase. Just beware when they say a week to 10 business days for delivery, they really mean a month and some. Revising to 4 stars. read more

Was promised my glider by today at latest. Customer service is now telling me there is no record of this order.

I've purchased all of my nursery furniture here and have had excellent customer service with each purchase and the quality is so top notch... way better than anything I've seen at Pottery Barn. As for Adam's comments, all of their furniture is made in America, and if you purchase items through the store the high RH shipping costs are waived (all I had to do was call the store and since they didn't have the products I was looking for in stock, they waived the shipping; I guess this probably wouldn't apply to furniture though). read more

Beautiful furniture, but GOOD LUCK GETTING IT! First time I ordered from them, they confirmed that they would arrive with my order between 8am and 10am. I had movers there at the house (as other furniture would be moved around). At 11am, Restoration Hardware ("RH") still hadn't arrived. Yep, they screwed up the delivery. For some odd reason they were taking my furniture from the warehouse to the store, rather than to my house. Still don't quite get that one. A different order - I ordered two pillow inserts. Unfortunately I had to send them back & requested an exchange. A month later, still haven't received the new pillow inserts. Called customer service - they did receive my return & processed it, but oops, forgot to send the replacements. I've just ordered from them again (I'm a slow learner apparently). This time it was a coffee table. They confirmed delivery between 8am and 10am. This time they did show up at about 8:30 am, but with a console table (definitely not what I had ordered). At first they insisted it was the correct item, since that's what they said they were given to deliver to me. Then they insisted on leaving the console table, so it's currently against the wall, taking up valuable space in my tiny home. As they were leaving, he said that they'd call dispatch and she'd call me within 5 - 10 minutes. 1 1/2 hours later, still no call, so I call the 800# customer service. They confirm that my coffee table was indeed shipped to RH Houston, then they contact RH Houston & request a dock search be conducted. At about 4:30 pm same day, someone from RH Houston calls to ask me how I was enjoying my new coffee table! I wasn't happy & explained that I had never received it. He apologized, said they'd do a dock search, and that he'd call me by end of day the next day. Then he asked for specifically what I had ordered - he had no idea. Next day comes and goes - no call. So I call 800# customer service again day after that. They've had no response from RH Houston & expected to receive an update the following day. They've just called & have no update but may have one tomorrow. Crazy. If it's not found, it's another three weeks wait. May start a pool at work with bets on when & if I receive it. I'm not alone in having major issues with RH. I've talked with other folks here in Houston that unfortunately have similar stories. I have some recommendations for process improvement for RH. First, anyone talking to a customer should have the order information (including any comments from 800# customer support) in front of them. That's the only way to keep everyone on the same page on a customer's order and any issues. Second, on the delivery slips for the trucks, spell out the entire name of the item being delivered (rather than very brief and rather cryptic abbreviations) and include a simple picture of the item. That would help prevent RH folks from delivering the wrong item (and possibly from even putting it on the wrong truck). read more

What a ridiculous joke. I was looking for restoration hardware....the products. All I found here was just another overpriced furniture store with modern furniture...and the very limited hardware was simply on display...no bins to grab from....and the hardware on display was all very modern. Nothing "restorative" about it. I was looking for a vintage bathroom hook...and all they had was two chrome ones. That's all. If your looking for restoration hardware, you're better off going to ACE or Home Depot!! read more

Horrible service and no inventory for small items like linens. Not only do they not have samples or inventory but they then expect to charge $27 to ship a shower curtain. Needless to say I walked out. read more

Great stuff, beautiful store, but bad bad bad service. Just went there last weekend, after hearing raves about it from employees at RH stores in Dallas and Austin. But couldn't get help and staff seemed disinterested in customers. Lots of staff visiting with each other and standing around payment desk, but they couldn't have cared less about helping people buy! read more

Horrible customer service. I was told if I make the order in store I'll get better customer service and everything will run smoothly, but little did I know they say that just so they can keep their order numbers high in store. They charge you $169 for "white glove" delivery wether you purchase your furniture online or in store, which is not on time regardless. RH Baby has been a disappointment to it's name. We paid a premium for our furniture and didn't get the service in return. They say they're there to help but all they do is make the order for you, which can also be done online the same exact way and when it's time to schedule a delivery they just provide you with another number that never picks up and are not on schedule what so ever. I would not recommend anyone to shop and this store and if you really still want to just do it all online - it's the same exact thing! read more

The customer service at this store is horrific, but slightly better than the customer service of their delivery company.. After our sales person snubbed us for someone wearing Prada, we were finally able to place out order with her junior sales person. You must pay an addition $150 for shipping, so one would think given the prices of the furniture and additional cost of shipping, you would get to pick the day and time that your order would be delivered; but you don't. In addition to getting our order wrong, they mislead us into believing their was weekend delivery and that our order would arrive in 7 days. I don't get the impression these guys need customers. read more

GREED! Growing too fast and can't take care of the customers! I spent $14,000 so you'd think someone would be interested in helping resolve my problems. WRONG couch delivered now TWICE to my house, after I WAITED 2 MONTHS TO GET THEM STILL NOT RIGHT.... and just getting the run around! BUYER BEWARE!!! YOU GOT TO HAVE A LOT OF PATIENCE! read more

Great place, the space gives you a good feeling of how the furniture will look in your house.

I love all of the furniture and unique details in this store. Usually I only find one or two pieces at each place and it takes a lot of time. RH has an amazing collection of innovative, rustic products.. The customer service experience has been very positive too. read more

RH has a beautiful store and catalogs for great aesthetics. Shopping experience is not a pleasure, tho. They only have 20% of their merchandise in stock ( per online customer service). I had to pay to take outsmallrug swatches, return them to the store, order two that I wanted to try, get a notice I'll receiive them - maybe- in two months, pay shipping to have them delivered and then take them back to ups ( and pay once again for return shipment) because they won't accept returns at their local store. Not worth it! I won't shop there again. read more

I bought a fire table from Restoration Hardware over 2 years ago. We love the table and use it multiple times a week. We noticed it was cracking on the bottom and I called to see if it was still under warranty. They advised me it was no longer covered, however, they would be happy to ship me a new one. They are even picking up the old one and shipping the new one at no charge. AND since it is on sale today, they are actually crediting me back $524 since the price is lower today than when I purchased it in 2013. Who does that? I will keep coming back again and again! read more

Great place to buy furniture and great customer service. The quality is excellent and the style is beautiful. Chris Chavez helped us and he was sincere and paid a lot of attention to details. I can not speak highly enough of this store and its customer service. The furniture was delivered by professionals. read more

I too had an issue. Great store, love this place! I tell many about the quality of the good in this store and how great it is. My girlfriend and I walked in, and for about 15min no one greeted us and then finally I went to the register for help. By the time I made it to the front, the cashier was like "I can't help, but she will" (passed us off). Then the lady with a monotone voice says "you have any questions about anything?" I responded, "I'm here to buy a leather sofa right now", then her whole demeanor changed and was ready to help. Had it not been for me wanting the sofa as much as I would, I would have left. Horrible service until I said i was about to spend a lot of money. Basically it was horrible and we felt offended. Still got the sofa for us personally but from now on, I'll shop online versus going in the store. Lesson is you never know who is coming in and spending money, so treat everyone with the same respect and kindness. Just be prepared Quality of goods - A++ quality of service - F read more

The customer service is terrible. The staff makes you feel like you are bothering them. I used a gift card two weeks ago to buy a quilt. They did not have the color I wanted in stock so they ordered it for me and had it sent to my house. When the item came in, I did not like the color as it did not match my Restoration Hardware comforter on my bed. I called the store to see if I could return the quilt to the store. They said I could. I brought the quilt in and found another quilt in a different color to replace the one that had been ordered for me. Both quilts were the same price. You would think I was all set to go. Nope! The salesperson said I needed to pay for this new quilt if I wanted to take it with me today. I would then be issued another gift card in several weeks. Or I could have a quilt shipped to my house in a few days. That is there policy since they had ordered that first quilt for me. There is nothing mentioned in the paper work I received about this policy, nor did the salesperson say anything to me at the time of placing this order. What a hassle. read more

Well, I've had quite the experience. Let me say I LOVE RESTORATION HARDWARE'S FURNITURE, though it is not cheap. However, let me also say that their ordering system is completely incompetent. Months ago (February, I think), I ordered a large coffee table from them, using THEIR OWN Restoration Hardware credit card. First of all, they tried to refuse the charge, when they themselves had just approved my credit and given me a card! What the heck? Then we placed the order, even though I was a little worried about the large size of the coffee table. I loved it so much I decided to go with it, though. Well, not one week later, they came out with a smaller version of the same table. SO, I went to the store, cancelled the large table order, and ordered the small one, upon which I was informed that it was on backorder. OK. I can deal with that. Two weeks later, a truck arrives with the large table. I refuse the delivery. Time goes on. The backorder for the small table is extended one month, and then another and another. I finally get it in July. But when the delivery company calls to set up a delivery time, they say, "We have your tables." Tables? I only ordered one. One? OK, they will deliver one, which they did, right on time. I get the bill and am charged for a large table and a small one. SO...I call Restoration's credit card company, and they tell me to call the catalog department - it's their problem. So I do that, and the phone person says she will credit me for the large table. The next week I get a call from the deiivery company asking if I am ready to take delivery on my table. I tell them I have it and am very happy, thank you. They sound confused but say OK. A few days later, I get a call from the delivery company asking to set up a time to PICK UP a table. I tell them no, I only have one and I am very happy with it. That's where things stand right now - I am waiting to see if they actually credit me for the large table. I love their stuff, but I've come to the conclusion that, if you can't take it out of the store, don't get it! read more

I wonder if RH will still be around a year from now...I used to love their store and the quality and design of their products: I've bought a sofa, a complete bedding ensemble and numerous smaller items but 2 or 3 years ago they went in a "new direction". And not in a good way! The shop in Westfarms Mall in CT was redecorated in a way that was so dark my sister and I walked right by because it looked closed. But no, it was walls painted very dark, dim lighting and furniture and accessories that were way out of scale for a normal house and that we thought looked more like someone in corporate's idea of a European museum. Austere, sober and unwelcoming. Nothing about going in there felt welcoming or warm. It was now unnaturally quiet and emotionally cold. I noticed there were significantly fewer shoppers in there compared to before the changes. I was sad about this because I had really liked the old style. There was very little I wanted to buy, I guess I was no longer their target demographic. My sister and I talked about whether we should send a letter to HQ letting them know that we didn't think they were going in the right direction and sharing our specific concerns but ultimately thought they wouldn't care. And fast forward to holiday season 2012; RH announced it was closing at our location by the end of January 2013. I can't say I am surprised; the handwriting was on the wall. I hope there is somebody at the top who sees that the emperor has no clothes and is bright and bold enough to tell the powers that be. RH needs to realign it's designs/style/concept with the reality of the needs/desires of the public it hopes to attract. I hope they reassess their situation and make the necessary changes before it's too late! read more

I should probably have written a review over a year ago - but since today they also were amazing - I am finally writing it. We have four children and almost every piece of furniture they have is RH. I have done both online ordering and also gone to the store to put items together. The store service is by far better. There was a problem with a bed I ordered for our 3 year old - one of the wooden feet ended up breaking off while we were moving it across the room. In just one phone call to the rep at the store we had a new bed there within the week and they took the old one. Today I called the Santa Monica store to place an order for our beach house out here in Cali- the girls at the store were HORRIBLE - I needed a kids table delivered within the week and online it said it said it was 2 weeks out. The Santa Monica girls said "there was like no like way they could like rush it because like its coming from like Ohio" - I hung up the phone and called the Houston store - 10 minutes later I was all set up with my order which will now arrive in 3 days AT NO EXTRA CHARGE. I wouldn't write a review if I was complaining about price. Yes, their stuff is more expensive than most - but with the amount of RH furniture I own - I would say you get what you pay for - its QUALITY and AMAZING and every time a new order arrives I am never less than absolutely impressed! The Houston store is great as is RH in general! read more

I ordered almost $1700 worth of items from RH Baby and Child for my daughter's nursery in November, 2011. Placing the order was a bad experience to start off with, but I won't even go into that. I am STILL WAITING to receive the rug for the room. I only received the bedding in January. I finally got the rug in January, and when my husband and I unrolled it there was a black stain on the light pink rug. I called customer service, they had me ship it back the next day and told me they would overnight my a new one. I was supposed to receive it on Feb 8th. When I had not received an email notification by Feb 7th that it had shipped, I called to follow up. Well they had received the rug back in the warehouse but hadn't even placed a new order for the replacement rug. The girl I talked to said she would order the new rug and overnight it to me, so I should receive it Feb 8th or 9th at the latest. Still no email on the 8th so I call again. They tell me it is being shipped, is being overnighted, now I can expect to get it by Feb 10th or 11th at the latest. I get an email this morning (Feb 10th) saying it has shipped regular UPS GROUND and I wont receive until February 15th!! That is 4 months after I placed the order and my baby is due any day now!! I am livid, called AGAIN, waited 20 minutes to talk to a supervisor, who told me she would credit me a measly $50. I told her I never want to shop there again and will make sure to put reviews online about my terrible experience. I signed up for yelp just to write this. If you are thinking of decorating your nursery at Restoration Hardware Baby and Child, I advise you to think again, because you probably wont receive the items until after your baby is already born! And by the time you get the stuff, it will be too late if you decide that you don't like it or it doesn't work to find something different. STAY AWAY!!!!!!!!!!! So upset! read more

Happy with main RH customer service----VERY UNHAPPY with Houston store. Since the first of the year I have spent between $3000-$4000, but apparently that is peanuts to them in how they regard customers. I am building a home out of the Houston area and was wanting to purchase lighting, and worked for about a month with an associate. Had to make lots of changes in what I needed before I ordered. To make a long story short, I was waiting on the builder/construction before making my final decision. The lighting sale lapsed, but she did not take the time to give me a call. She and the manager agreed to honor the sale for one day after the sale, but this did not work out either because I did not have the exact information to go forward with the order. When I finally was able to place the order, they would not honor the sale. I called customer service directly and they told me that RH's policy was to honor all sales for 30 days out as long as the customer requested it! Well how many times do I have to ask? The Houston associate and her leader Mr. Bostick failed to mention this policy, even though I asked several times. I sent an email regarding this, but surprise, surprise---no response. This is very poor customer service and outright dishonest on the part of the Houston store! In the future, I will only deal with customer service directly---that's if I buy from RH again! read more