ComplaintsforRH Baby & Child Corte Madera | The Gallery at The Village at Corte Madera

• Initial Complaint

  06/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hello I bought a bedroom set and the night stands is cracking up kinda open on the side. Very disappointed of something this expensive with this quality. I am scared that this will happened to all the pieces.i emailed the customer service and they didnot resolve my problem.

  Business response

  06/13/2024

  Hello,  

  We have connected with a customer and provided a resolution to her concerns. 

  Thank you! 

  Best regards,  

  ********************; 

  Customer response

  06/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed order number ******** for a $16,000 sofa, the sofa was delivered by a third party delivery company on April 15, 2024. The delivery person was hovering over me ensuring that I give them 5 stars for the delivery, which was worth 1 star. The rear of the sofa has severe marks/damage, which was notated in the delivery notes. Notified the local ****************************** on April 16th, 2024 along with pictures. Obviously, leather can not be fixed or repaired, so it would be that the only options would be to either: remake the sofa or provide a reasonable customer accommodation. Pictures are attached of the damage.

  Business response

  04/26/2024

  We have connected with the customer, and are working towards a resolution to her satisfaction. 

  Customer response

  04/27/2024

   
  Complaint: 21609390
  
  I am rejecting this response because:

  I emailed the contact at the business today. I am still awaiting to receive confirmation from this individual as to when they will be mailing the customer accommodation in which they agreed to.
  
  Sincerely,
  
  ***********************

  Business response

  04/30/2024

  We have reached out to **************** to provide the confirmation she was requesting. 

  Customer response

  05/01/2024

   
  Complaint: 21609390
  
  I am rejecting this response because:

  After negotiating with the business, I was informed that a check would be mailed out on April 29th, 2024 to compensate me for the damaged sofa. However; it is a little premature for the business to claim that everything was resolved. I am still awaiting a check in the mail from the business, and until the check has been received, the complaint has not been resolved.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On February 25, 2024, I ordered a bedroom suit for $7,623.57. My card was charged on this date. I was contacted shortly after that with a scheduled delivery date of March 20. I had a scheduled work trip this week, so I could not accept the initial delivery date. The next available date was April 4. I accepted the delivery date and took a day off to be home to receive the items. By 10 am on April 4, I had not heard any updates or delivery times, so I began calling. Approximately an hour later, I was able to reach someone. After many minutes on hold, the individual said that my items were not being delivered. She called back with another delivery date of April 24. I asked if I could pick up the items myself and was advised that customers were not allowed to pick up their purchased items. Since they were unable to deliver them any earlier, and not having confidence in them delivering on the date they promised, I requested to cancel my order. Instead of canceling, they submitted a return and advised that I wouldn't receive a credit for another 5-7 days. I advised that they charged my card on the day I purchased the items, and I never received them, so everything should be canceled and refunded immediately. They advised that was their policy, and there were no other options. This company basically sat on my 7 plus thousand dollars, failed to deliver the items timely, and even failed to deliver them when they promised and refused to cancel my order (instead submitted a return) and ***** an immediate refund. I also paid $200.00 for an RH Program Membership that is worthless and have been advised that is non-refundable.

  Business response

  04/05/2024

  We have confirmed with ****************** that his refund has been issued and released, including his membership fee.  How quickly the refund posts back to his account is determined by his bank, but it is usually within 1-3 business days. 

  Customer response

  04/11/2024

   
  Complaint: 21531710
  
  I am rejecting this response because:  the refund was short $150.00.  My credit card was charged $7,423.57; however, my refund was only $7,273.57, a difference of $150.00.  

  Not only did they set on my $7,423.57 for nearly two months and failed to deliver on the date specified by them with absolutely no notification, now they are attempting to fraudulently keep $150.00.

  I have sent two emails requesting resolution, and thus far, both emails have been ignored.

  Sincerely,
  
  ***********************

  Business response

  04/12/2024

  We have issued and released the $150.00 refund for the balance remaining on ********************** account.  

  Customer response

  04/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and after finally receiving a full refund, I find that this resolution is satisfactory to me.  I do not believe it should be acceptable for businesses to hold the money of their customers after receiving a cancellation.  This business is marketed as a luxurious furniture shopping experience, but I have never been treated this poorly at Wal Mart or any other regular non-luxurious business.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  RH caused significant damage to our wood flooring when delivering a mirror. I have to constantly follow up with *******, the responses are not helpful. They are not taking proactive action to fix the damage caused to our home, this isnt the first time we have had a delivery issue. They damage our home more than not when making deliveries. I honestly regret designing our home with them its been an awful experience top to bottom.

  Business response

  03/25/2024

  We have reached out to the customer, and will do everything necessary to resolve this to her satisfaction. 

• Initial Complaint

  12/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have a delivery for new bed i purchased from RH scheduled for 12.22.2023. I also have 2 other items that have been sitting in warehouse since October and was told once the bed arrives, they will add on the other items from October in the delivery for the same day. Now a representative is telling me they will not arrive on time for 12.22.2023... I dont understand there is no coordination or communication and different representatives are telling me different things

  Business response

  12/20/2023

  All items are now scheduled for delivery on 12/22/23 as requested.

  Customer response

  12/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On August 15, 2023, I placed Order #******** on RHs website for two Cloud Modular Classic Corner Chair slipcovers in Mist Lustrous Velvet, costing $2,700 with my member pricing (half of which was paid upfront) and scheduled to be delivered by September 28, 2023. Since placing that order, one thing after another has gone wrong. First, there was a delay until October because the fabric could not be sourced. Then the fabric was sourced and covers produced but unable to be delivered until November. For over a month, RHs status of my order states that I will be contacted by November 20, 2023 to schedule delivery. It is now December 5, 2023. Not only do I NOT have what I ordered, RH is unable to provide an update on where my slipcovers are or when they would be delivered. I have called countless times and been told countless lies by RH representatives. I was promised several times that I would have my order before Thanksgiving, now there is no chance that I will even receive the slipcovers before ****. Twice today alone, RH representatives assured me that they were canceling the order and refunding the amount I already paid due to these persistent delays with no available delivery update. On top of the order still not being canceled or my refund initiated, RH is now blocking me from logging into my account on their site. I am beyond disgusted with the manner in which they treat their paying customers (especially those paying hundreds of dollars for their annual membership!), and I demand a full refund for ordered items that they remain unable to deliver months after originally promised.

  Business response

  12/06/2023

  Hello, 

  We have connected with the customer and addressed her concerns.  

  Thank you! 

  Best regards,  

  ********************;

  Customer response

  12/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Beware of company. My friend performed contract work at dozens of stores, including construction and maintenance. Invoices then went unpaid and unanswered. They have no recourse as an individual against a Goliath, but overheard many conversations during construction of the team planning to rip off other individuals and small businesses that were working for them.Unfair bully mentality that does not do right by its people, staff, or individual contracted workers. They have beautiful new stores, but won't pay the costs of building them.Take your money to more honorable locations!

  Business response

  12/07/2023

  Hello, 

  We have reached out to Mr. * to get additional information and awaiting his response. 

  *incerely,  

  ********************;

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had been eyeing a ******** forged brass and marble table 67x47 at the RH Outlet in ********** for prior 2 months; though at an outlet, this table was in perfect condition. Even the salesperson noted that the morning I put it on-hold on 3/18/23.When I learned there was a matching console at the RH outlet in ****************, I drove out there on 3/18 and saw that the 72 console was also in great condition; I decided to buy them as a set. I paid $2,589 for the console in **************** and then drove back to ********** and paid $4,696 for the coffee table. I inspected both tables really well. Because coffee table was massive (360 pounds), I hired professional movers for the following morning, Sunday, 3/19. These movers were expensive ($900) but needed reliable team that could move a 360 lb marble table without damaging it. On ************** first picked up the console in **************** and then met me at the ********** RH. While I went to meet my movers, RH moved the table to their loading area. When we walked in the loading area, I reinspected the table and instantly saw a new crack on one of the edges. I quickly called attention to it and the sales lady asked me if I wanted a refund. I had just spent $2,589 on nonreturnable matching console and $900 on movers. A refund was not an option. She gave me a 10% refund on the damaged table ($469.)I was under duress and so just went through with discount. I had before photos of table when I paid for it. The crack is wide and high.The RH employees that moved the table to loading area most likely tried to lift the marble slab off the frame but were poorly equipped and must have used screwdriver to try to wedge the marble off the table and that is likely how they cracked the edge. I am so upset about my purchase bc I spent $7,716 (= $2589 + $900 + $4,696 - $469) on 2 tables and the main big table has a cracked, imperfect *********% is insufficient reimbursement because the depreciation in value is far greater.

  Business response

  04/28/2023

  We have spoken to ************ and have reached a mutually agreeable resolution to the stated issue.  

  Customer response

  05/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   RH has agreed to send me an additional check for $1500.
  

  While I do find the resolution to be satisfactory, I would like to keep the BBB matter open until I receive the $1500 check from RH.
  
  Sincerely,
  
  *******************

• Initial Complaint

  04/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed a large furniture order with RH, and the items arrived in December. One of the items was a king **** and it did not look the same as in the photos. I contacted RH to order a replacement bed. On December 31, 2022, I was charged $4,582.24. RH typically charges their customers when the item ships. Based on my past experience ordering from them, and from their own customer service people, I expected to have the replacement delivered before the end of January 2023, which never happened.In mid February, I was contacted by RH's local delivery to schedule the delivery of the bed. We set a delivery date for late February. When the company delivered the **** it was damaged in multiple places. I refused to accept delivery and instructed their local delivery company to send it back to RH. I then contacted RH to let them know that I was returning the bed and why.Historically, RH issues a refund as soon as they have confirmation from their delivery service that the bed is on its way back to their warehouse. However, this time, that didn't happen.I have placed multiple calls to RH asking them why they continue to hold on the money that should be refunded to us. The answers I hear are "that's not right, let me look into it" to "it is being processed" to, most recently, we are having a problem issuing the refund.I have filed a dispute with my bank but, because of the size of the charge, my bank is not crediting us until they get a confirmation from RH. That has been going on since mid March.Yesterday, I spoke with someone from RH who said they are having problems issuing the refund. There should be zero problems issuing the refund since they have their merchandise. At the moment, we have one bed in our possession but have paid for two because they are holding on to our funds.I am requesting a refund of $4,628.06, which is the initial payment they collected on December 31, 2022 plus 3% annual interest calculated over the four months they have held my money.

  Business response

  04/10/2023

  RH has accepted the reversal of charges on the refused bed.  ******** record of this acceptance has been emailed to **************.

• Initial Complaint

  04/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order ******** Ordered RH in-stock item dining table on 3/3/23. Spent nearly $6,000. At time of purchase, requested delivery date of 3/18/23. RH did not schedule a delivery date until 3/25/23. On 3/25/25, RH delivered a broken table - the top would not fit into the base. RH provided representations in person and by phone that a technician would come out same day to fix table. No one came. On 4/1, came to pickup broken table. During removal of table, RH delivery broke brand new front door jamb to home. RH then attempted to charge full price for replacement table which will not arrived until 4/24. RH also has not fixed door jamb. Much time and energy has been spent by 6 month pregnant wife dealing with RH incompetencies.

  Business response

  04/03/2023

  Hello,  

  Upon review, **************** has worked with our customer care center and her concerns have been resolved. 

  Thank you! 

  Warm regards,  

  ********************;

  Customer response

  04/06/2023

   
  Complaint: 19883319
  
  I am rejecting this response because:

  My door jamb is not fixed. My refund has not be completed. 
  
  Sincerely,
  
  J&r ******

  Business response

  04/10/2023

  Hello,  

   

  Thank you for bringing this to our attention.  

   

  We will reach out to Mr. ***** *****************, and ensure their concerns are addressed. 

   

  Warm regards,  

   

  ********************; 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩