Stephen Gordon founded Restoration Hardware in 1980 after he had trouble finding period hardware while restoring a Queen Ann-style house in Eureka, California.
The company went public in 1998 with 47 stores.
Today Restoration Hardware sells upscale home and outdoor furnishings, garden products, bath-ware, hardware, lighting, textiles, and baby and child products through 85 retail and outlet stores in 30 states, the District of Columbia, and Canada.
40% of the company’s sales are through catalog and e-commerce sales.
In 2008 Restoration Hardware was taken private by Catterton Partners and Tower Three Partners and went public again in 2012.
Restoration Hardware has 6500 employees and had $3.76 billion in revenue in 2021.
The company, rebranding as RH, also owns 14 restaurants that are located inside their store locations, including San Francisco, California, Dallas, Texas, and the new location recently opened in Santa Barbara, California.
RH maintains a corporate office in Corte Madera, California.
Stephen Gordon founded Restoration Hardware in 1980 after he had trouble finding period hardware while restoring a Queen Ann-style house in Eureka, California.
The company went public in 1998 with 47 stores.
History
Today Restoration Hardware sells upscale home and outdoor furnishings, garden products, bath-ware, hardware, lighting, textiles, and baby and child products through 85 retail and outlet stores in 30 states, the District of Columbia, and Canada.
40% of the company’s sales are through catalog and e-commerce sales.
In 2008 Restoration Hardware was taken private by Catterton Partners and Tower Three Partners and went public again in 2012.
Restoration Hardware has 6500 employees and had $3.76 billion in revenue in 2021.
The company, rebranding as RH, also owns 14 restaurants that are located inside their store locations, including San Francisco, California, Dallas, Texas, and the new location recently opened in Santa Barbara, California.
RH maintains a corporate office in Corte Madera, California.
I bought an Oak Cabinet at the RH Outlet about 45 minutes from my home. The staff loaded up the cabinet in my van and I questioned one of the staff about the support and he assured me it was good. On the last minute of the drive home we heard the loudest noises (popping that sounded like gun shots) followed by a loud bang. Once we realized we weren’t being shot at, we saw it was the hinges on the cabinet snapping in half. Upon further inspection it was obvious this cabinet was not usable unless there was new hardware. I immediately called the store and let them know what happened. First they told me it was out of their hands as soon as I drove away, but upon speaking to a manager they said I could return it for store credit. The cabinet was very large and heavy and the store is 45 minutes from my home and my husband was out of town. I then called the online order number and explained what happened and asked if they could send me new hinges and they made me pay over $100 for it. When they arrived they were not the right ones so we loaded it up and made the drive for the return. I spoke to the manager and let him know I couldn’t fix it he told me he never said I could return it. Shame on you RH, for treating me like a liar. Not only did this whole ordeal take me a ridiculous amount of time to deal with, but you treated me as though I was a liar over a $300 cabinet. My husband was so upset at the store manager he refused to load the broken cabinet back in our car to make the 45 minute drive home, and then unload it again so he told them they could just keep it. The other manager that was working followed us out of the store and apologized and told us that they would make it right and figure it out but it’s been 3 weeks and I have never heard a word from them. I then went to the retail store to return the hardware and the lady that helped me was so rude over a return. She told me she couldn’t tell me how much the refund total was because the back end of the store dealt with that. I just wanted to be sure I was refunded for shipping charges. I was given a full refund but to be treated so rudely was unnecessary. This whole ordeal was so disappointing and I have no desire to shop with them again. I have bought some very nice things over the years but it’s not worth supporting a store with poor customer service.
Hi. So it’s taken a few weeks for you, it’s been months with a carpet that is falling apart. No one will return my calls so my next call will be to corporate and hopefully I will get a response from them. This is the short version, I could write a book about the problems we have had with RH. My husband calls RH a glorified IKEA. Please wish me luck. P.S. we do love our dining table, our coffee table, our glass behind the sofa table, our bedroom bench, etc etc. we bought all our new furniture for our new home from RH. Hopefully they will help us at corporate. Thank you
Same thing with me but I ordered online, purchased my merchandise through Cash App the total was $66.36 on January 23. It’s now March 18th and I haven’t received the order yet. Tried contacting them never so much as as a single reply from them. Not a tracking number, no information on where my order was. Spoke to the great Cash App and asked for their help. Didn’t get it they denied my claim saying they spoke to them and were satisfied with their explanation. They spoke to them in a single day and I have been trying for months with zero response but they did in 1day. I told them that they were supposed to be on the side of those who intrust them with their money, they aren’t I said that I feel like they knew in advance that I wasn’t going to be getting the merchandise and sent it anyway I believe they committed fraud. But as long as their satisfied with it everything is fine. Except I received no explanation no merchandise and Cash App would not refund my money. So now I am emailing everyone involved only at corporate level. Facebook where I found the site, Cash App and iueroaul. It’s a shame that you can’t even get help from the people who say that’s what they’re there for, in my experience it’s just not so.
Ok, someone has to be the contrarian. I thought that these guys were great. Years ago we purchased bathroom faucets for them. One of the setscrews fell our and, being an idiot, I did not know what it was and thus threw it out. It was a REALLY odd size. I wrote to them with a picture or the item and they found the type of screw and sent it back to me. My Wife is now happy, So, I thought that they did very well. In fact, I just wrote to them and asked for another one and I am sure I will lose it again.
I am really glad that it worked out for you really I am but may I please ask how you managed to get in touch with them I have tried repeatedly and they have ignored me every single time. I zero response and Cash App basically said not our problem if they could talk to them that quickly and I can’t at all then something is wrong with that in my opinion it shouldn’t be like that
Omg don’t know were to start , farmington Hills location is horrible bad attitude, hang up my phone , I asked for a manager no manager showed up they were pretend they were the manager. New employee don’t know the name of the mgn don’t know the peoples name. I hope u do something about it plz
I actually just made a previous comment about rugs. I DO not want my last name published and never asked for it to be published on the web. You should not be able to publish someone’s name without permission. It only asks above if we want to make sure restoration hardware sees the comment or complaint.
I purchased 4 rugs (Gala, Aza, Nera, and Tolo) this spring to go with the rest of my new home design (about 20,000 of that design was purchased through Restoration Hardware Gallery in Cleveland, Ohio). After my order was in, and other items in other stores were purchased, I received an email that stated that now the rug was discontinued! Discontinued after making about 15 other design choices that went with that rug and the other three rugs. This stress actually landed me in the ER with chest pains, and I have been having them ever since because I am still dealing with this issue. Renee from corporate provided me with a restitution for the Tolo rug, but not a satisfactory remedy for the other three rugs that were also purchased around that rug and the rest of the design. I have been back and forth with Gennifer from the Cleveland office as well. Please someone help me to remedy the stress that RH has caused me throughout this process~!!!!
I purshased two robes as Christmas gifts for my daughter & son in law on Decenber 05, 2018, I was emaild a confirmation that the items would be received no later than Jan 11, 2019, I called on the 7th of January 2019 to confirm we were on track for the delivery date, only to be told that they had arrived at their warehouse that very day and will not be deliverd until the 18th of january, I was offerd as a curtesy, a gift card and offerd expedited shipping as well, but then on Jan 17, 2019 I receive yet another email stating the item will not be deliverd untill Febuary. when I called in regards to the change yet again, the agent told me the robes were just received in the ware house, which is the same line the first agent gave me, which at this point told me you’ve lied to the customer. NOT COOL AT ALL…not a good experinece at all for being the 1st time I order something from your company,
embarrasing to have to call my daughter yet again to tell her that she and her husband “might” get there Christmas gifts in February.
I am extremely frustrated. I purchased a bed at your Leesburg outlet, but only after I confirmed with your main corporate company that the bed hardware which was missing in the set at the outlet, was available. Only after my cc was charged for the hardware did I buy the bed (driving back out to Leesburg). It has been 2 weeks, we were supposed to have received the hardware by now. Only because I reached out to your customer service team did I learned that in fact your system was wrong and actually the hardware was no longer available. I’ve now been going through a very painful and long process, spending a lot of my time, dealing with your customer care team to figure out how in fact to get the hardware that I need to actually put my bed together. Without the hardware, I have a multi thousand dollar bed that is unable to be assembled. This is completely unacceptable. Again, I never would’ve purchased this bed if there had been any doubt they would’ve been able to receive the hardware. Having a very expensive bad that you can’t put together is ridiculous. I’m a long-standing customer of your company, and own many expensive full price items, as do you my family and friends. I’m very disappointed in the lack of communication, the inaccuracy of your system in reporting that this hardware was in fact available and on its way to us, and the inability of your customer care team to remedy this situation quickly. I offered a suggestion, which is to take the hardware for the bed that you currently have in stock that has yet to be purchased, and your team was unable to do so. It’s unbelievable to me that a luxury high-end compan, when an angry customer finds a creative solution which will make them happy, is unwilling to do so.
My order # is 17224360, it is the hardware for the 19th century french iron canopy bed
I hope to hear from someone at corporate soon.
Dear Restoration Hardware,
I am extremely frustrated at this point, and do not know why a luxury furniture company cannot for the life of them, figure out how to ship furniture without constant damages. My wife and I absolutely love your company, and have furnished, and planned to furnish our entire house with your collection. However, the amount of hours and time spent to simply get furniture delivered without an issue, doesn’t seem to exist. Every single order we place, there have been significant damages, and most caused by the shipping\freight company you use.
For a luxury “white glove” service, you should rethink your distribution logistics, otherwise your brand will continue to suffer.
As far as our current situation, we still do not have any furniture, and the explanation I am offered is a 20% discount or a call from a supervisor that never came?
If we are furnishing with your company, a discount obviously isn’t a priority. We expect new furniture without defects delivered in a timely and professional manner. We were asked to provide pictures to the shipping company for them to just come back and reassemble the bed correctly…how many companies do we have to deal with in order to get the service we expect when shopping with RH?
When the furniture came damaged, the delivery company asked us to use the touch up kit…I just looked at him in awe
When I told him I want a new piece and to take the damaged one back, he said “well they will just fix this one and send it back to you anyway” ..
What about that exemplifies white glove luxury service?
We are just frustrated and have no furniture for our child’s bedroom, and when I tried calling back I was told, ” we can schedule to pick up anything else I would like to return”.
Dear Restoration Hardware-
I am at a loss. Still no resolve. Even your upper managment can’t seem to respond and/or get me an answer on my medicine cabinet. Still my bathroom remains unfinished, with a hole in my wall!! My order # is 14839989. My delivery reference # is 6377799. Is it asking too much for someone to let me know if I am receiving this item?? And, when?? I have never experienced customer service problems like this!!
Stacey Kornfeld
Item # 23740147 WHT. Large
Dear Stacey,
Thank you for the update on the Medicine cabinet. I am really sorry that the new medicine cabinet arrived to you broken.
I am more than happy to find another medicine cabinet that would work with your space.
I am sure that you are aware that we no longer have this medicine cabinet.
At this point in time I am able to price match a medicine cabinet that will work for your space.
In the meantime, please feel free to reach out to me.
Regards,
Robert Archer
I should feel free to call them?? I purchased TWO medicine cabinets. Are they suggesting I should have TWO different one’s??
I posted a complaint yesterday at 3:15pm. Still, no phone call! Not even from the 3 supervisors I had left messages for since Friday. This morning I received an email at 6:15am letting me know that miraculously, another medicine cabinet was found. Now I’m told it will be sent to me sometime after June 17th!!!! Again, no thought of sending this to me overnight???? The last TWO came broken. I have paid for this item. My contactor has also been paid and is waiting to close up my bathroom wall for several weeks! But, I’m certain now, that there is zero accountability on the end of Restoration Hardware!!
I’ve been selling high-end real estate for over 25 years! I would be out of a job if I treated my clients this poorly!! UNEXCEPTABLE!!!
This is the first negative review I have written. But, I must call attention to the fact that Restoration Hardware has cost me significant time, money and aggravation! I won’t go into details of the many (expensive) items purchased. However, what is completely unacceptable is the lack of communication, follow-through and professionalism. I am renovating my bathroom and have received damaged merchandise twice. I’m now told via email, one of the two medicine cabinets is no longer available. Despite the fact that one is already installed in my wall, I have had zero phone calls or communication, offering options to rectify this!! Currently, I have one medicine cabinet installed and a gapping hole where the other should be. This kind of aggravation and frustration from any company is deplorable!
Dear Restoration Hardware,
Thank you for delivering the incorrect under-mount sink basin for my marble top Hudson washstand. The plumbers and I thoroughly enjoyed the hour long “conversation” with Keisha, a sales representative who clearly does not understand your products. When the under-mount brackets are the same for all your sinks, sending me another bracket kit was a great solution. After waiting 30 more minutes, I was astonished when Keisha restated that brilliant idea provided by a “product specialist” we couldn’t speak with directly. Finally, she began to understand the under-mount sink basin is the issue. When asked to speak with a Supervisor, Keisha stated “All supervisors are currently in meetings.” All? Every Supervisor? The plumbers and I were in disbelief as we spoke with the customer service representative on speakerphone.
Suddenly, after courteous request, a Supervisor was available, Ms. Courtney Cann. Ms Cann needed some assurance from the two plumbers with 27 years of experience that you sent the wrong under-mount basin. Why? This is rich. Not only is the box SKU wrong, so is the SKU sticker on the actual basin. Yeah.
Thank you again for having me wait 1-2 weeks for a new under-mount basin to be delivered for a $2500 washstand. This is unbelievable incompetence coupled with the worst customer service experience I’ve had to date.
Thank you again for making me write an explanation email with pictures and a breakdown of the installation bill in order to be reimbursed for the $941 USD on removing a sink from one of my bathrooms, because paying to remove an important “feature” from a bathroom is an important luxury.
I have never experienced customer service problems in my 10+ years as a loyal “Restoration Hardware” client. After spending over $100k last year alone and more in 2015 and 2014 for all our renovations in numerous homes and furniture, this experience has forever tarnished your brand. I will be cancelling my RH credit card while writing Equifax, who monitors my U.S. credit and identity, of this matter as I will not allow this to hurt my score. This is on your shoulders.
Best Regards,
C Dorschel
Order # 14508595
Item: Hudson Metal Washstand
Date of Order: 2-22-2017
Date of Issue: 3-28-2017
UPDATE:
Restoration Hardware CEO and COO personally handled the matter and a top executive phoned within two hours of submitting an email to the company. Not only have they issued a $1000 credit for the installation fees, they have personally reached out to everyone involved including the local shipping company to ensure the right under-mount basin is shipped by this weekend. In addition, they credited back more to my RH credit card. In my mind, this more than makes up for what happened. If possible, I would like to retract my comment. If not, I hope this follow-up reply helps others in reassuring them how incredible their response has been. I was so shocked to receive the call I was almost speechless.
Best Regards,
C Dorschel
Hi Cory,
Glad they resolved your issue. Who is the person to contact that can actually make things happen?
Please let me know as I have a matter to resolve and time is of the essence.
Thank you,
Jeffrey Wood
I purchased the Josephine Bed in a Natural Wood Finished and received what appears to be a Burt Oak or Distressed Oak finish that looks Grey in color. When I called RH, I spoke with Blaze who apologized for any inconvenience then asked for me to send 2 pictures, one close up and one of the entire bed so they can determine the appropriate course of action and would be contacted within 24hrs. Two days later, I decided to call and spoke with another rep who advised me that my options were to return the bed and get a refund, to find another bed and pay the difference or to receive a discount which would void the warranty. A replacement was not offered because the bed was placed on Final Sale and there were no more King’s available. I found these options offensive and asked to speak with a manager. I was given the opportunity to speak with Michelle, who started off the conversation by telling me she looked at the pictures and the finish is the same, but they would honor the options given. When I pushed back and explained that there is no way a natural wood could be mistaken for the grayish finish of the wood that I have on the bed and asked about why the credit would have the attachment of voiding the warranty, I was told that was no longer an option. So then I asked to speak with a Manager. I was given to Ken, who offered me a $200 store credit basically to shut me up and get me off the phone. I spent over $2400 for the bed so I find the $200 credit an insult. Unlike other companies, RH is not interested in taking care of their customers nor realizing by doing the right thing customers would spend even more money. I consider myself a reasonable person and a loyalist when receiving excellence in customer service. I am not giving the corporate office of RH the opportunity to make this right or loose a client forever. You decide and how much a customer and their experience is worth and how you can make this right!! P.S. $200 In store is not it!!!!!
Stewart
I have sent several emails to Wendy Kramer regarding my tuffted velvet headboard that seems to have faded in a spot where there is no hair product or hair color or sunshine from the window.. Wendy returned my first email that was sent on September 3 2016 and then no follow up.. After many attempts to contact her over several emails I finally called the store here in Portland last week and talked with Loran Gabriel. She sent the pictures to your specialists and did reply in a timely manner. She said that they found that it had to be caused by something external and they were not responsible. I am very disappointed that this has been handled so poorly.. I would like to speak to someone in corporate and see if something could be done for me.. I have purchased a lot from your store and this faulty fabric should not be my problem. I have pictures I can send.. I hope to hear from you soon.. Thank you Kelly McMahon
I purchased a Dumont table that now has wood boring beetles coming out of the pedestal legs. I also purchased six chairs to match that are of the same type of unprocessed wood. I had issues getting an undamaged table previously and was given a gift card for my inconvenience. The supervisor would only replace my table if I repaid the gift card amount b/c she said (even though I was previously told the opposite) that the gift card would have effectively waived my warranty on the table. SO, I have paid more money to RH to have an infested piece of furniture removed and replaced. I had to argue for this b/c originally the supervisor wanted me to return it for a partial refund and pay the recent cost INCREASE (since I purchased it) just to replace the table. She also advised that if the replacement table arrive with wood chips or black rub marks form the delivery process (which is what happened before) that she would not replace it again…I’d basically just have to accept a bunged up table bc this was just how this table came! Great customer service. I am now concerned that the chairs will also have this issue since the beetles have begun hatching and could have laid eggs in any unfinished furniture. I am also concerned that this will affect my wood floors, which are through out my NEW home and other furnishings. I would like to return the table and the chairs for a full refund and choose all treated/finished options, but have not been given this option. I cannot get a different table b/c I have spent thousands on chairs with legs that match this table perfectly. I cannot seem to get the contact information for an individual who is higher than the supervisor at customer service. My husband has previously purchased light fixtures and furniture for his restaurants, but after this experience, its very unlikely we will be doing business with RH again for our home or business. I would like to speak with someone in corporate. I am having all of my beetle issue doXXXXented before the tabel is removed.
Since I cannot remove my previous review/comment, I do feel obligated to update it to state that the kind person heading Executive Customer Relations at RH has addressed my table and chair issues and provided a satisfactory and very fair remedy. Thank you to the RH corporate office for listening to me, addressing this situation and providing an acceptable solution to my issue. I feel comfortable continuing as a customer at RH knowing that they do care about their clientele!