Restoration Hardware
Awful Policies review
- 07-13-2011
- 30
Do NOT shop at Restoration Hardware if you care at all about customer service. I cannot believe this is possible, but I received a gift card for $750 for my wedding. I bought a couch online and went to enter the gift card number - only you can't use gift cards online. So I called, and was told that they could not accept gift cards over the phone or over the internet, and I had to PUT IT IN THE MAIL. Ok, fine. So then I move and unfortunately, misplace the gift card - totally my fault. I had the number, the date of purchase, and all relevant information, so I called and asked them to replace it. They cannot replace gift cards, they're "like cash". No one had an answer for my question - "so, you ask people to put cash in the mail?"
Now, this is all happening after they deliver the couch, BREAK my front door, and refuse for hours to send a locksmith so I can close my front door and lock it (it was a Friday - the actual quote from the moron in customer service was "wow, I'm SO sorry! That is dangerous to have your front door like that - I will do everything I can to take care of this... When I get back into the office Monday morning") When I asked to file a claim to have the gift card replaced and my delivery fee waived, some idiot promised me he'd have an answer for me "within a week". After three, I called him, emailed him - no answer. A month later, I went into Restoration Hardware and told them what happened. They said "we'll get back to you in a week". Two weeks later, I had to email the guy who gave me his card. Two weeks after that, someone called me to tell me, nope gift card is gone, no way of getting my $750 back. So they have essentially stolen $750 from me, with no recourse available to me.
And the best part is, it's only so-so furniture - the couch came with threads loose, not worth $2500 by a long stretch. Certainly not worth the ridiculous gift card policy and not worth the absurdity of my experience with this awful company.
Company: Restoration Hardware
Country: USA