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Restoration Hardware - Worst ever lying staff and customer services!!!!

Their designer at Houston Gallery lied to us that we should place the order right away when we just first visited the shop. The reason is in case they discontinued the item we want. It is not something cheap. It cost us $16,000. The designer told us not to worry because we can go back to change whatever we want in 90 days, even cancel the order if we wish, and nothing would be charged before they are ready to deliver the item. (Whatever she said is a big LIE!!!!) After we moved into our new place, we did all the measurement and decided to change our bed set to king size, so we went back to the gallery. She was not there, so we went to other designers for help. Here was all nightmares began. These two designers told us nothing can be changed because these were custom orders and they showed us we signed the agreement "3" times. I knew I signed it, because the designer told us it was just to confirm the order, nothing major. These two designers' attitudes were unbelievably awful. Kept showing us they assumed we were lying because they didn't believe their coworker would lie about this, especially that designer was so experienced.... Finally, they called their customer services and changed the order for us. After we went home, my girlfriend emailed the designer who placed the order for us and she replied and told us not to go to anyone else and please return to her, so she can get everything right for us. The appointment was 5pm and she let us wait until 5:30pm. After few phone calls, everything seemed right. Guess what, still not. The rule is half of the amount will be charged right after you place the order and for custom items, there is no refund of this deposit if you choose to return, which none of these was ever mentioned to us!!!! I called their customer services to complain about this designer's dishonesty behavior. Customer service staff seemed so understanding and even scheduled a time to call me back. Guess what, after more than a week, no one ever contacted me!!! This is how awful this company is. Think over again before you decide to throw in tons of money for the worst ever service experiences!!!!! I have not received my items and hopefully nothing will go wrong...
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#941471 Review #941471 is a subjective opinion of poster.
Cypress, Texas
Restoration Hardware Customer Care
  • Design is beautiful
  • Dishonest designer
  • Did not seem to care
  • Promise to call back but never happen
Reason of review
Poor customer service
Preferred solution
Price reduction