As a designer, I was very disappointed with the level of customer service. The staff is generally very confused, does not have a deep understanding of RH product, and does not understand RH pricing and shipping costs. At all. The bottom line is, this store could use some improvement on their customer service. Snooty attitudes are really not appreciated, by anyone! Also, it would really help if all sales associates were on the same page about product name, descriptions, costs, and shipping costs. I called in around 10 am asking about linen coverlets and spoke to someone named Elaine. I requested that she put a couple on hold for me, and told her I would be stopping in later to view them and pick one up. She was nice enough, and said she would put them on hold for me. I stopped in around noon, and nothing was put on hold for me. Unfortunately, Elaine was on lunch break and wouldn't be back for another 20 minutes. I was dealing with a very obnoxious sales associate gentleman, so asked to speak to the manager, Tina.Tina was able to pull a couple of the coverlets for me, which was great. I ended up purchasing one to bring home and compare with the rest of my bedding. I was also interested in a particular slipper chair, but decided to do some research before purchasing. Later, I called Tina to ask about the shipping on the slipper chair. She said the shipping would be via UPS and cost around $8 and some cents. Seemed a bit low, but maybe RH has some deal with UPS? Fast forward to one day later, I called RH in Pasadena again (again, around 10 am), with the intention of exchanging the coverlet for another similar one. I described, in great detail, the coverlet I was looking for. The gentleman I spoke to, Will (seemed like a nice guy), said he knew exactly which one it was and said they have several in stock and he would put one on hold for me. I confirmed the name, color, etc with him as well. I came in later, around 1 pm. I couldn't speak to Will, as he was on lunch break (maybe my timing is just really bad?) . I ended up dealing with another sales associate who brought out the coverlet that was on hold for me. It was the wrong coverlet! The one I really wanted, was out of stock, and also cost more than what Will quoted me. I also decide to ask this particular sales associate the cost of shipping the chairs. She said $50. Okay, $50 seemed more realistic, but why would Tina say around $8? read more

Was absolutely thrilled to see NOBODY shopping in Restoration Hardware the weekend before Christmas... I'm disgusted by the shift in attitude in this store, to which I was a loyal and high-value customer for years. I used to love coming here during the holidays as they always had such an incredible selection of decorations and gifts. Not anymore. The store is now too pretentious to even decorate and there was, again, NOBODY in the store while Colorado Boulevard and literally every other shop on the street was jam-packed with holiday shoppers. Can't wait for this store to go out of business. Perhaps I'll use my decades-old RH advent calendar to count the days... read more

Restoration Hardware's items are absolutely gorgeous. Classic, elegant, and well-built pieces that will probably never go out of style. The Pasadena store is really well laid out, clean, and everyone there is really welcoming and nice. HOWEVER, it ends there. Like the previous reviewer mentioned, if you can take it home that day, do it!! Beware of the words "We can special order it for you." Let me explain... having just recently completed a major home remodel, I chose (and special ordered) several RH pieces, placed in several different orders. Well, about two of those orders were messed up in some way. One example: I special ordered some lighting fixtures through the store, as they were not in stock at the store. They really only gave me one shipping option, which was ok (they were to arrive at the jobsite in time for the already scheduled electrician to install them). Boxes from RH arrived at home, but when I opened them, I found out that they were the wrong items!! I called RH customer service, and explained to them the situation. They informed me that they could exchange the incorrect items, but when I requested expedited shipping (because I was sort of facing a deadline), they said that would be up to me to pay for it. I asked why, if the whole mistake was their fault, and they originally promised that the correct products would be delivered by a certain date, in time for installation. What's going on? Who's in charge here? Well, after some struggle, and even speaking to a supervisor, they conceded to send me the correct products via expedited shipping. Not the situation that I expected from a company that I consider as selling "high-end" products. Once they acknowledged that the mistake was theirs, they should have done everything in their power to correct the situation as quickly as possible, without any struggle. Bottom line: One star for beautiful products, one star for nice stores, but that's about it. Again, if you can take it home that day, then go for it. P.S. The store has good taste in colors in their paint collection. I went in there, asked to take home some paint swatches, chose the paint colors I needed, but then had my contractor go somewhere else to match the paint color for less $$. I know, but they already got my business in other ways. read more

Nice store as usual, but can't say the same about the associates. I was looking for an artisan leather case for my iPad, and I was trying to get some input from the associates, but it felt like they were intentionally trying to avoid customer interaction. Someone finally checked in on my friends and I when I was already deciding I didn't want the case anymore. She half heartedly asked if we were finding everything ok with an "I really don't want to help you but it's my job to ask" sort of vibe. I may not be a frequent customer who spends thousands, but regardless, common courtesy is usually expected when in a high-end retail environment . Not your brightest moment, Restoration Hardware. I absolutely love the team at The Shops at Mission Viejo though! read more

Their furniture itself is fine. But, the store front people are rude and have no knowledge about their product. They are the least professional sales people on the whole colorado blvd. read more

You get what you pay for. At RH, you get quality and beautiful furniture that will last you a lifetime. I've purchased dressers, home décor, entry furniture, drapes, linen cabinets, bookcases, knobs for cabinets...I want it all. Before buying something at the store, check out the website. On occasion, you may be able to get it on sale. Speak to the sales associates to price match if possible and avoid shipping fees if an associate orders any of your merchandise in store. Luckily, I have not had an unpleasant experience with staff. There's an RH store at the Camarillo Outlets. Their selection is limited but worth the drive if you're furnishing your whole house. read more

I can appreciate that people will have had a positive experience with Restoration hardware. Lucky them. Not us. We placed in order in June for a Argentine cowhide tile rug. We were expecting to get it before end of June. Now we are almost mid-August, and it will not be there before end of September. We never received an email from their customer service. It is the 3 rd time that it has been postponed, and the 3 rd time I have to call to know the status of the order. We will never purchased anything from Restoration Hardware again. read more

Nice furniture but not worth the trouble! Customer service is horrible. Redeeming gift cards is a nightmare! To redeem your gift cards, you either need to mail them to the company via certified mail (cost: $12) or go over to a store and present them in person. We ordered a chandelier that was supposed to be delivered in October. The item was back-ordered without informing me and arrived in December on my porch as I was on a 2-week vacation. Dealing with the idiots over the phone was even more heartburn. I will never buy anything from them. Stay away!! read more

Quality bath acessories here. I have the Chrome line in my bathroom. Furniture is nice too. A little big for my cozy house. Service can usesome improvement: not enough interaction with customers. read more

What a great selection. I saw some of the coolest furniture in this store. restoration has changed up their style a lot over the past few years and I really like it. The furniture and furniture accents are so nice but really expensive...if you don't have a budget, go for it. read more

I wanted to write this review to thank Matt for all his help in giving me suggestions on what he recommends for my town home. He was so considerate of the process and I just got the basics done and it already looks amazing with all his suggestions! Everytime I walk into the store, they are always so helpful and even with the simplest questions I have they take the time to answer over the phone and via email. I really appreciate all your hard work and time and am very happy with my new home look. Looking for ward to working on more rooms in the future. read more

I have a very long story about this store and mainly about KATE, who is the head of designers team i believe. I love RH style and the store itself and i had great experience with a lady who helped me with towels, but....this so called designer thinks that customer have to run after her in order for her to email, call, or do something! lazy, unprofessional, tasteless person, who judges customers by the size of their house, and accordingly treats!!!! She does not listen to you, she has no clue what you want she does not care, she looks at you but her mind is having a lunch somewhere... read more

I had the best experience working with the sales associates at Restoration Hardware! They were friendly and courteous from the moment we walked in. We were greeted with smiles and they offered us water, even to my 7 and 9 year olds! I was looking for a piece I saw online and while they did not stock it in the showroom, they offered swatches that I can buy to help with my decision on color, which are 100% refundable if returned within 30 days. I placed my order on a Sunday night and two days later, they called to schedule delivery for Friday. When I realized I had placed the order for the wrong size, they helped me with my new order and were able to keep my original delivery date. Each person I worked with was friendly and my orders were confirmed via email within minutes! The two guys who delivered the furniture were great, too! They had shoe covers and white gloves! While their furniture prices and delivery charge are a bit on the higher side, RH trains their staff right and their furniture is beautiful! The whole experience exceeded my expectations from beginning to end! read more

Extremely long and slow delivery time... plan your redecoration projects accordingly. But the quality is always top notch (5 star quality), and the items has never been damaged. We ordered an Academie Bed online recently, and it's the best most sturdiest bed I've ever had. read more

I am so confused about ordering from Restoration Hardware online. Not literally about confusing on ordering online (I consider myself pretty savvy online shopper), but the customer service and the availability of the products. I place 3 separate orders from RH online over the past 4 months (6 items total). Only half of the items have arrived so far. The ones that have not, I don't know if they actually have the items. They don't inform me even months after ordering. Two of the nightstands I ordered in August has yet to arrive, it has been over 3 months. Another bed that I ordered almost did not arrive until I emailed the store and inquire about the order 2 months after the order (which they claimed online would ship in 4-6 weeks for custom order item like that). I am glad it finally arrived, because otherwise, I don't know if I can cancel the order and find another bed somewhere else. By the way, the bed was not assembled perfectly. One screw was missing, and the other one pop right off when I tested it. This is after paying almost $250 in shipping and tipping the delivery men. I don't actually mind waiting mostly because I am not in a hurry to furnish the house. But it would be nice if someone from RH would send a follow up email after the promised delivery date to inform me that the item is not available to ship and will be delayed. There actually was no notification of whatsoever, for any of the 5 delayed items. I have to follow up with each and everyone of them. I am crossing my fingers that the 2 nightstands and the 2 table lamps that is yet to arrive will arrive eventually. I think this will be the last time I make any furniture purchase from them. I just really do not want to wait for 4 months for a furniture to be delivered and do not want to have to follow up on these purchases constantly for the price I paid. I do have a job. You either have it or you don't. And if it is custom made, then there should be a set time frame for delivery. I have had really good experience with Crate and Barrel so far. I think will shop there for future purchases. read more

This is an update to a previous review. I incorrectly thought the new sales person made an error and ordered the wrong color leather. As it turns out, she ordered the correct color, the one I wanted and chose, and RH sent out a product from the factory that was incorrect in color. I have submitted pictures of the vast difference and now hope they will take responsibility. My color was graphite, a very dark, almost black color leather with a rough texture. The delivered product was the color of a dolphin, grey, with very smooth skin. I wish I could post a picture to show how unacceptable it is. We will see....... read more

I love this store and have had very good service every time I walk in. More importantly they treat you like a guest. On a hot day they ask you if you would like water. Their prices are a bit steep but you get what you pay for. We downsized and sold almost all of our stuff after 19 years in the same house. We bought many things from RH. They were delivered in a timely fashion, everything was as expected and I am very pleased. I especially have had good results with the sales staff. Jenny Johnson the lead designer is especially sweet and accommodating and she knows her stuff. On several occasions she recommended pieces that might compliment my RH purchases from "other stores". I can't say enough nice things about the store. read more

This place was awesome to purchase from. They were friendly, efficient, knowledgable and quick. Delivery was arranged quicker than expected. Great job RH - more retailers could learn from you. read more

I've had pretty good luck with Restoration Hardware. Over the years, I've gotten several pieces of wooden furniture, two bathroom's worth of towel racks, a medicine cabinet, a throw blanket... many bits and pieces of my house. I've never yet returned anything because I didn't like it and the quality of the items I've gotten has always been very high. I did once have to return a towel rack that arrived warped, but they took it back without any hassle and immediately sent me another, which worked fine. I have to say - I really love their bath hardware collection, especially the train racks! I've ordered from them online and I've ordered in store - unlike other reviewers, I haven't had any problems with getting the wrong goods. The oldest "Resto" item I have is a side table which I got 8 years ago, the newest is a set of towel racks I just installed last month. I've never regretted a purchase and the customer service has always been great. Their prices aren't cheap but if you wait for one of their many sales, you can get a decent price - and the quality of their goods is so much better than what you get at the big box stores. read more

NIce ads but the Pasadena store lacks. NO PARKING, the ad is wrong. I parked in the back two blocks away and had to come through the alley. Rang the bell for the Customer pick up Door" and after waiting for 15 mintues,l i was told that Customers could not use the door. I walked aground to the front and told them that I will not buy from them. All this for a store that is overpriced and short on inventory. read more

Yes, they're a little expensive - but WELL worth the money. If you don't believe me try to find something made by RH on eBay or craigslist - their pieces easily sell for 60 - 85% of their original value. The staff at this location is particularly helpful and freindly and will gladly assist you in finding exactly what you are looking for in terms of furnishing and price! Not to mention they store itself is situated in one of those great old-town (lost-in-time) Pasadena locations. read more

Just ordered a bookcase from them on-line. Service and delivery were excellent! And ........ The bookcase is gorgeous. I will order again !

Great store! Yesterday, I bought two hot water bottles with cashmere sweaters around them. They were the cutest things I've ever seen. Service is excellent and their inventory and layout is better than any other Restoration Hardware in the area. Go and visit the store, it's great!! read more

I walked into RH - asking questions about a sofa at the local Pasadena store. The staff just sat at a table ignoring us and after asking questions about a sofa we were interested in the sales rep appeared frustrated and rudely stated " let's be sure you know the price before you fall in love with the material" what a rude comment. Then it clearly seemed as if we were bothering the sales rep with questions about material style and color. It was like pulling teeth just to get information about the furniture and material styles. And when we asked what her suggestions were for best sofa for our home her response was " you pick the sofa that goes with your home" the rep doesn't ask questions or even attempt to illicit information to help us select the correct furniture pieces for our home ...I just believe a store like RH with high prices should have friendly and more helpful sales reps I will not purchase anything from this store. I am a business owner my advice to RH hire better employees because people like this can ruin your business read more

Just went back (HUGE mistake) to try to purchase a gift card for a client using two existing gift cards. Sounds simple enough. Not here. This place is beyond terrible. They can't do anything in an easy, consumer-friendly manner. It's as if the management actually meets and tries to figure out how to make things as difficult and time consuming as possible. I will never shop at this location again. I wish I could give it zero stars. read more

I have been shopping at Restoration Hardware since the 1990s, mostly very happily. Our outdoor furniture and bar, both teak and faux wicker, comes from Restoration Hardware. Our outdoor towels and several patio umbrellas were purchased there. For our beach house, we purchased furniture, lamps, sheets, and many other home furnishings. This review is related to a very sad situation regarding my attempt to purchase a natural-gas powered firepit this month, an item costing more than $2,000. This white elephant is sitting on my terrace unused, along with the fancy cover that was mailed separately. Why? Because RH delivered this item - a device as complicated and potentially dangerous as a barbeque grill - without any instruction manual. I have telephoned and written to RH several times, most recently this morning, several days after this poor excuse for a delivery occurred on November 30. I have never received the firepit instruction manual, which I am told runs to 18 pages. At least two poorly trained individuals told me on the telephone, with chirpy voices, that they would be happy to EMAIL ME the instruction manual. Can you imagine paying more than $2,000 for an item that involves natural gas, and fire, and it comes with no instruction book? Restoration Hardware, and CEO Gary Friedman, should take a good look at customer service, inventory control, supply chain, and their delivery company. The individuals who delivered this item spoke no English. read more

I have been going to RH for many years that furnished all my properties and I am a very satisfied customer who will always give my business to them. Customer service has always been an awesome experience and Carrie Kobe is so amazing, to make sure her customers are satisfied and taken very good care of. They are the best. read more

Restoration isn't what it used to be. I loved it when they offered lots of gagets, old style toys, unusual gifts, etc. Now they're a "TRENDY" furniture store, and expensive to boot!!! Not going there anymore. Not fun like prior years. read more

I have had a very positive experience with Restoration Hardware. I have purchased everything from the Chesterfield bed (OOOHHHH- which I adore) in their classic belgium linen, to hardware, to mirrors, to curtain rods, to paint, to chairs. I am about to purchase outdoor furniture. I have an old 1920's cream city brick house house and they seem to have just the right piece for me. The prices can be high or just right depending on what you are getting and what your alternatives are. I think the delivery issues are local ones. The local delivery company my Restoration contracts with in Milwaukee is great! Friendly and on time. Never had a problem. The manager in the store that I deal with is wonderful, fun, helpful and even gives me a heads up when a 20% off sale will begin or discounts my shipping when she can. read more

I love this restoration hardware branch! The people here are so friendly and helpful. Stephanie, the manager, is amazing, and has always be extremely helpful. I have never had a bad experience ordering from RH or with the quality of their products. It clearly states on their website which items are not in stock and how long the wait will be. It is up to you if you want to proceed with the order. Fortunately, I have chosen in stock products or products that have a rather short wait time. 5 stars for this branch!!! I would avoid the Beverly store if you can, and shop here. No attitude and excellent customer service! read more

I won't lie when I say this is one of my favorite stores. So much to offer from a designer standpoint. The website alone nets me great design ideas. Of course RH is pricier, but what do you expect from quality? The only reason they don't get a five star rating is because there was a little bit of a disconnect with the associates, I feel that they do not hand-off the orders very well. Not too big an issue however, am still overall very satisfied with my experience. read more

We recently did a remodel of our house. We were told by many people that we needed to hire a designer. How lucky for us that we walked into Restoration Hardware and met Kate Beck!! Kate was amazing!!!! She helped create the house of our dreams.. She helped us navigate through the daunting task of making many huge decisions. We have now lived in our new home for over a month, everyday we think about Kate and how lucky we were to find her. She listened to us! She helped create a look and feel that was exactly what we imagined! We love our new house and are so grateful to Kate and her team!! She is a true gem, she is the best!!! read more

My story is exactly the same as the reviewer here. 5 months and still no sofa! VERY POOR management. How can a back order be delayed by months and the Fabric delay be there for EVERYONE. They are LIARS!!! read more

The staff was kind and helpful. They walked through the process of ordering our customer living room set. They did call to follow up several times and I do appreciate that. read more

Alyana Roxas, one of the sales associates helped me through a billing mistake during a friends and family event. It took a while but she stayed on their accounting department. I was refunded the discount and received an RH gift certificate for my next purchase. Great customer service and follow through. read more