I walked into Restoration Hardware as a woman on a mission. I had to see one of their rugs up close and in person. As the door man/security guard opened the door for me- my breath was literally taken away by one on of the most beautiful stores I have seen. Great job on this renovation! 3 stars for that alone. As I walked through various "designers" made eye contact with me and smiled when they greeted me and gave me directions for what I was looking for. So far- ok. But when it came down to me actually seeing the rugs- there were none displayed. At all. Just some swatches that were rolled up on the basket on the floor. And all those nice "designers" all disappeared when I was looking for the rug that I had to see. So aggravating when I couldn't find the very rug sample that I took the subway to see! I gave up. When I went online I saw that you can pay for a rug swatch-like $16 or something. I may end up doing that because the people there were less than useless. Reminds me of a museum of beautiful furniture- but nothing remotely useful about it. read more

Furniture is all very deep seated and very uncomfortable. They said that they have other size options, but show none of them in their gigantic Newbury St. store. read more

I absolutely love visiting this store. It is beautiful and the staff is very knowledgeable. I recently purchased a dining table and 6 chairs. Deanna was very helpful with placing my order, and the delivery guys went above and beyond! They had to remove my door to get the table to fit, but instead of being frustrated they just laughed and made a joke. I would definitely recommend visiting and placing orders through the store :) read more

RH doesn't not stand behind their furniture. I purchased a $1700 glass cabinet 6 years ago and out of the blue, one of the glass sides spontaneously cracked into simithereens. I took photos and showed the manager who was quite pleasant, however in the end, because the cabinet was too "old" (6 years!), he informed me they were not responsible. There is no question there had to be something wrong with the glass for this to happen. While I was there, he contacted their "furniture repair company" (for which I was willing to pay) and who so far has not contacted me. A seriously disappointing experience to say the least. read more

Furniture: beautiful. In-store service: attentive. Service after the sale: disastrous. After purchasing a large couch and having a good experience, we bought a dining room table and chairs and that's where things went awry. We were told by the salesperson that the table's casters could be locked. That was a lie. The caster have to sit on unsightly plastic coasters to keep the table from rolling away. The chairs, also on casters, arrived wobbly with no way to fix at home. Calls to customer service were a comedy of errors, with service agents outright lying to us, not returning calls in a timely manner, and making the whole experience a total bummer. We were excited to spend several thousand dollars at RH and expected to also update our bedroom and the post-sale experience soured us on the brand and we will seek alternatives. Also, their $150 unlimited shipping applies whether you spend $4000 or $400. So, if I want to get one more chair for my dining room, I'd be paying 30% of the chair's cost in additional shipping. No option for in-store pick up. Ridiculous and not customer friendly. Delivery company was really good. Called often and delivered on time. It took an act of God/marvel of physics to get the couch into our living room and they made it happen. read more

I just bought a $1200 lamp at Boston RH store. I received within 3 weeks after order, which is ok. But the phone they gave us to get an appointment for the delivery was always on voice mail. When they finally delivered the product, the lamp was ok but the shade totally ruined !! Why do you deliver a bed product, guys? Think about it before delivering it !! read more

Overall, I had a very good experience with Mary and the RH Team in the Boston store (as the other reviews say, the store is really beautiful). It started when they let me in after they had locked the doors, and let us shop a little late. We then ordered many many pieces of furniture -- couch, chairs, dining table and chairs, console tables and the best media stand I have ever seen and absolutely love (Lasalle metal media cabinet). The team was great to work with. The sales experience was great. Everything came in on time except the media cabinet. One piece had some spots on it, and it was quickly returned and replaced. Love the furniture. The media cabinet took a long time -- I think it was a new piece so it took a while and had some setbacks, but at least the communication was good and now that it is here I love it. While it wasn't perfect, I always felt like Mary and the team proactively communicated and were easy to deal with. Now that it's all here I'm really happy and recommend going there if you like there style. read more

We purchased the Boule de Cristal 24 inch cord pendant chandelier but it turns out, it is impossible to hang. The thin steel safety cable provided to hang 168 pound chandelier broke. The screw for the brass plate that was instrumental to hang this chandelier broke. One of the canopy screws broke. (That could mean 168 pounds of glass falling on someone's head.) The fixture cords frayed. The glass globes rained tiny shards of glass whenever they gently touched each other, which must happen to tediously ensure the globes are level. After 12 hours, our 2 experienced and creative electricians stopped. While RH took the chandelier back without issue, we needed to have the holes in the ceiling repaired and ceiling repainted. This rating falls far below 1 star--very poorly designed! read more

If I could give this place 0 stars, I would. I'm in Boston visiting my alma mater, up from Texas after a short visit in NYC. When I entered the store there were two sales people at the entrance. They couldn't be bothered to stop socializing long enough to say hello to me and ask me if I needed any help. I received the same cold shoulder when I was a student here, but I thought it was because it was obvious I couldn't afford anything. I'm now a successful businesswoman and I receive the same treatment? Is this how they do things in Boston? Maybe people that go to RH don't usually buy so the salespeople assume it's ok to ignore the fact that you exist? After the warmth I received so recently while shopping in New York and because people in Texas are so friendly, this kind of treatment was shocking. I look forward to shopping in my local RH back in Texas. read more

The store on Newbury Street is amazing but that's were it ends. Our experience with RH has been horrible. We purchased six items the order details was emailed upon receipt we were charged a delivery fee ($99.00) for each and every item even though we were told that we had unlimited delivery with a one to fee of $99. This took 45 minutes to correct with RH customer service and I was told that they don't offer unlimited delivery even though it states UNLIMITED DELIVERY on the emailed invoice. We were told that the delivery company would contact us to set up delivery. Received a call from Rainbow Movers/Eastern Movers out of Medfield to confirm delivery and the items that were being delivered so far so good well the couch arrived with no rug, rug mat or the mirror I called RH CS again 20 minutes on the phone... at first they can't find the orders than they tell me the items were losted somewhere in delivery I was told to check back with RH CS the next day. Next day they still can't locate the missing items I was told to call Rainbow Movers/Eastern Movers myself... WHAT! Ok, fine I called the delivery company and left a VM... no reply I call RH CS again they also can't reach the delivery company. RH CS promises a call back within 24 hours two days later still no call back. Called demanding to speak to manager the manager promises to research the order and call me back same day... guess what, NO RETURN CALL. Seven more days of calling today we finally get a call from delivery company with delivery date. Five days later the carpet and mirror arrive BUT NO CARPET MAT!!! With blood boiling I call RH CS almost yelling they tell me that they didn't have an ok to release the rug mat which makes no sense since the mat was ordered at the same time as the carpet. Mat arrives four days later VIA UPS. We were told that the delivery company would set up the mat, carpet and large sectional which isn't happening now. We were charged for the balance of the order on a credit card that we made the down payment three days after placing our order I called to change the CC that had on file well they still used the original card which creating more of a hassle and aggravation for us something I think RH take pride in doing to the consumer. For the $$$$ you spend at RH (we spent $17,000) you'd expect to receive a quality experience our experience has been horrible, horrible, horrible. I would avoid this establishment both with online and in-store orders!! read more

I ordered 2 pieces of furniture that I found at a great price online over the phone with Jacques. He was amazing, patient and spent the time sending me photos of the wood colors etc. He made the whole experience really nice, plus I couldn't believe what a score I got for the pieces. Furniture was in stock, delivered within 2 weeks from purchase. Deliver guys were really nice and very accommodating. I questioned one of the pieces because I thought it had a chip in it and they promptly ordered me another, less than 2 days and its already shipped. I will definitely do business here again. Too bad for the folks who had negative experiences, I've spoken to many people from the company to arrange delivery and do the exchange and everyone has been really nice and willing to go to the extra mile. read more

An annoying company that could be so much better. I like many of the restoration hardware items online but I find the shopping experience-all of them--to be layered with annoyances. For the second time during the past year I went to their newbury street huge huge store and found that what I wanted -- a bakers rack--was not on display..anywhere. Even thought there were perhaps 5 different sizes of the current item online. And, this is a 40k plus square foot store. Instead, they have multiples of the same items in pretencious I suppose impressive yet monotonous display. Same thing happened wihen I was looking for a rug. Sometimes you want to see things in person. They had countless same rugs on display. Forget a hanging inventory. Off subject, I find their mammoth catalogs to be offensive waste. Somehow, their marketing people don't get that people go to a retail store to see and buy things. If they wanted to go, and have the cumbersome experience of explaining to a salesperson what was desired, only to have them look at the item ( for the first time, seemed like) on an ipad, they should market themselves only to people with time to waste. read more

The customer service here sucks! They don't want to help you with anything. They expect you to go in there, pick out an item and give them your credit card. I asked for assistance several times when I was there and they told me that all their associates were busy. I waited for over an hour so I decided to leave. I asked the individual at the front to have someone call me, it's been over a month and no one has reached out to me. read more

RH is my secret (not really) escape from reality. The gracious staff lets you stroll through the gorgeous galleries, lounge on the luxuriously large couches (aka mini beds) and browse to your heart's desire. While I haven't bought anything (one day, one day...), I am thoroughly impressed with many of the pieces here and would pick them up in a heartbeat if I could. The airy three story building is also a perfect pit stop during your leisurely stroll through Newbury Street. read more

Amazing shop. Minus one star because I wish you could actually shop the store... I have a feeling that the gallery look of the store will be changing over the next year or two for this reason alone. read more

Purchased a leather sofa and in a little over a year, the sofa started to wear, which is what we expected when we bought the sofa. But now in less than 2 years, the sofa has worn so much that in another year I think I'll be sitting on a sofa that's the color of cow skin. Customer service stated that this was normal after i sent them pictures and wouldn't offer any assistance to resolve. So much for customer service, you would really expect more after spending over 3 grand on a sofa. read more

I came to meet my mother and sister at RH to buy items off her baby shower registry which my mother had called and confirmed that it was in stock. The show room is absolutely beautiful and the women working in the baby section was very helpful at first. Another client arrived and she forgot about us then asked us to go up stairs to pay for the items. We had to go to three different floors to actually find someone. Then after tracking down a sales person they said they get someone who specialised in dealing with registry, a complete lie!! This women knew nothing about the baby department or any deals going on. My sister had to explain how finishing the registry worked so she could get 10%. The building is beautiful but service and knowledge was pitiful. Extremely disappointed. read more

Appalling customer service in their Boston store. Spent a significant amount of money furnishing my home. wrong deliveries, unresolved issues and no one returns calls for business. This store needs a change of management. read more

DO NOT buy a carpet from this place. I learned the hard way that they are mostly made from viscose. Three days after the delivery of a new 12x18 carpet it was in ruins. A little dog came to visit and had a small pee in the center of the carpet, which was immediately cleaned with blotting and plain water. With in an hour I noticed a yellowing of the area. The next day the yellowing had deepened and now there is an awful permanent stain in the center of a very new, very large, very expensive carpet. I have owned fine carpets for a long time. I have had many a dog pass over those carpets with an occasional issue. Those "issues" have always been resolved with blotting in a simple manner with no lasting damage. I now have a hideous stain that cannot be cleaned. I have had dogs for many years who have occasionally slipped up and peed on an all wool Persian carpet with no lasting effect. It is NOT acceptable for Restoration Hardware to be selling such an upscale image and supposed upscale products to have them not withstand such a minor upset. Shame on you. Buyer beware. read more

While the Boston store is indeed an oasis of style and class, I recently purchased a large piece of furniture online along with some bedding and some bath accessories so that we would relieve ourselves of the lifting and carrying. Spectacular products and excellent service. We received a phone call prior to delivery of the furniture and found all involved to be extremely accommodating and professional. Sure, their offerings are a bit pricey, but we feel that they're worth the expense. Our contractor - who typically only shops fine stores such as FW Webb and Yale Electric - was completely blown away by the quality and is now an RH buyer himself. Great stuff!!! read more

Terrible customer service....went to exchange a gift bought online. Oh well, it's not that simple. Will have to go home and wait for them to send to their warehouse after which they will send me a voucher to come yet again to the store to be able to buy something. When i pointed out that there must be a better way to do this...the sales person gave me the snotty attitude that this is how it is done like it or not.....not a hint of apology about the inconvenience they are putting their customers through....basically total disregard to their customers.....won't be coming back! read more

Loved this store. Found the staff to be pleasant and courteous. Although we did not really purchase furniture from here it was nice to browse through the beautiful living room and bedroom setups. After viewing items in the store we purchased some crystal chandeliers, a beautiful console sink and some kitchen and bathroom hardware. Some items were delayed after we ordered them and a few were damaged in transit. This is where the best customer service experience at RH, Boston came in. Jacques C, a customer service associate, helped me with my orders over the phone. He was pleasant, courteous and most of all very efficient when dealing with any issues we had. He went above and beyond to satisfy our buying experience here. He replaced parts such as crystals that were damaged almost immediately (overnight!) and managed to expedite delivery on some items that were delayed. Although the other customer service associates were pleasant, I personally always ask for Jacques C because he is the best! Very helpful and always jovial when sorting out any RH issues I had (which were mostly minor in my case ). We love our RH additions to the house. The chandeliers are beautiful and the kitchen and bathroom hardware is the best quality around. The hardware is heavy duty (solid), unique and beautiful. read more

I bought a VERY expensive leather couch from RH (Back Bay location) in mid 2013, and was told by the sales person that their down filled cushions would hold up really well - softer than the foam but still better than average. So we opted for down filled, believing that the upscale prices reflected the upscale promises. I am now on my third year with this couch and the down filled cushions are horrible (I'm talking - medical back issues). RH's promises were FALSE. And they don't stand by their product. I called to ask what could be done, and was told emphatically nothing. I have bought furniture from other upscale private, made-in-America furniture companies that have stood by their products and promises, and made good on them. RH does not do that. I know the CEO made a lot of money in the IPO. It's pathetic that he is rich on the backs of unsuspecting public consumers. Shame. Buy elsewhere. read more

The building LOOKS gorgeous, but nothing about this RH is functional. The glass elevator takes decades to arrive. There is only one fabric on display on all the sofas and chairs (sand linen) so if you thought you'd go to the store to see how things look, forget it. They also put multiple floor models of the same sofa or chair in favor of showcasing a variety of the furniture you'll find online. You won't find any of their bath linens on display, so still no idea what color "fig" is suppose to be, or if I should buy it. There isn't any place to browse their non-furniture items, bath fixtures, lampshades, office accessories. Perhaps the worst oversight is that there are no rugs on display. There are many rugs starting at around 3k, but you can't see one until you order it on-line. I recommend all tourists go check out the store to admire the lovely windows, but anyone trying to furnish their home should probably go somewhere else. Other reviews claim there will soon be a jazz bar on the 4th floor. I would suggest instead they stock some towels, sheets, rugs and houseware for, oh, I don't know, purchase? read more

This rating is for their customer service or the lack thereof. It was difficult to order the piece of furniture we did. The salesperson who helped us in the store would not return my calls so I just placed it with another sales associate who just happened to answer the phone. However, the bigger problem started after the order was placed. It's been a month and I'm still working with their delivery company who is unprofessional and unreliable to have the furniture delivered! After I called RH today to speak with a manager, I was told he was busy and just wanted a short story of my complaint. Even after I asked if he wouldn't rather take my call and hear it from me than reading the reviews on yelp, he wouldn't take my call and return my message! And, I have to pay $150 for this service! This is the first time I'm reading RH hardware and it is clear that if they cared about customer service, they would be doing something about these one stars. Incidentally, the delivery company they are using also has 1 star and awful reviews! read more