Trayson Cmj
map-marker Katy, Texas

Restoration Hardware - UNBELIEVABLE!

I ordered two matching armchairs online from Restoration Hardware on January 2. I wanted to purchase them in the store, but I was told I would have to pay the $95 shipping fee since they would be sent from California. On January 13th, after sitting here for 4 hours they arrived, but they did not match. One was an oval back chair and the other was square. I told the delivery man. He said I know the square one was mislabeled with the wrong sticker and I told them at the warehouse it was wrong.I called customer service before the delivery man left because they were "final sale" with no returns. The lady on the phone apologized and said she would do an immediate refund for the incorrect chair and then she would have to recharge me for the right chair. She said she would handle it right away since the chairs were going on clearance. She also said keep the chair and use it until the right one comes. She promised that she had the chairs in stock and online it showed that they did. In a week I got a phone call for delivery, when I called back the lady said it was for a pickup. I explained that there was a replacement chair coming and she said ok she would put the pickup on hold so I would not half to sit and wait three times for delivery. I received the call Friday and they set up "delivery" for Tuesday. Tuesday they arrived and said they were here to pick up the chair, but had nothing for me. I called and was told so sorry your chair is sold out. I have one non matching chair. I spoke to customer service and they said tehy had another chair that was similar in a lighter wood that they could order for me but that would be an additional $100 for the two chairs. I asked after waiting over a month for two "instock" chairs was there nothing they could do for me. He said I am sure there is but they do not discuss that until the other replacement chairs have been ordered. I asked so let me get this right, I have sat here twice waiting for delivery and you have screwed it up not once but twice, you have never given me the refund for the chair which you said you had, you never ordered the replacement chair which you said you had, and now you want me to pay you an extra $100 in the hopes that you might be able to get it right and get me two matching chairs and you won't discuss whether I have to pay full price until I have already paid you for two more chairs. Yes that is how it works. I said I would call back once I decided. My husband could not believe that I was hearing them right. Surely a national company does not do business this way. He called back and they would not connect him to who I had spoken to even though we had his extension. He had to explain the whole thing all over. They said they would order the new chairs, that they now said were $75 extra each. The chairs in 15 minutes had gone up $50 additional dollars but that they could give him 10% off. Wow charging $50 extra but they were willing to give him a whopping $15 off. Now that is a deal. He told them he would call them back when we decided. WE called them back 10 minutes later and you guessed it explained it all from the beginning and told them to please come get their one remaining chair. I will be calling the credit card company and making sure the charge is removed. Apparently according to what I have read giving refunds is not high on their to do list.
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