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

• Initial Complaint

  12/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered in stock items 12/12/22 with delivery date of 12/23 to 12/30. Spent *******. They state earliest delivery is now Jan 18th. They continually advertise delivery dates that are not accurate and they are well aware of their inability to complete transaction within advertised time frame. Still showing if I ordered same items now I could get them 1st week of Jan which is well before my actual delivery date of jan 18th.

  Business response

  12/23/2022

  We have spoke to ****************** and have agreed to a path forward on expediting the delivery of his two beds.

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Went to the store in *********, ** and placed an order for total of $1887.93 and the store charged my card multiple times amount now over the purchase of $1887.93 and claim i a still have outstanding balance.

  Business response

  12/07/2022

  Hello,  

   

  We have reached out to the customer to discuss an resolution. We are the in the process of addressing her concerns and offering our assistance to make things right.  

   

  Thank you for bringing this to our attention.  

   

  Kind regards,  

   

  ********************; 

  Customer response

  12/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18534977,and ******* has been very helpful so far. 
  Sincerely,
  
  *****************************

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a table from restoration hardware. It arrived defective and was promptly replaced (also defective). Following the delivery of the second defective table we were convinced to have a "furniture repair specialist" come instead of receiving a replacement table. The furniture repair person arrived at our home and, with no warning and while we were out of the room, begin spraying clear spray paint all over the table in our home. We have two young children, this was done without our permission and poses a serious health hazard to our family. I am deeply concerned that any company would consider it appropriate, safe, respectful, reasonable or even legal to spray paint inside someone's home without warning or permissions especially when young children are present.

  Business response

  11/08/2022

  The requested exchange is taking place Wednesday, 11/9, in the morning. RH has confirmed that the spray used is non-toxic. The furniture technician has been coached regarding the required degree of clarity for pre-notification before using such spray in the future.

• Initial Complaint

  10/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 7, 2022 we ordered some components for our bathroom remodel from the Restoration Hardware store in ********** (*****************). Unfortunately, the items were late in arriving and we had to purchase those items somewhere else in order to finish the remodel on time. On April 26, 2022 we received the backordered items by mail and we returned them the same day to the store where we bought them. We were issued a credit for the full amount of the purchase since the items were never used at all.Although we were granted a credit, the store failed to refund our credit card account for those items. We visited the ********** store several times requesting the refund and were treated with empathy by the manager. She contacted the RH accounting office several times echoing our request and we were told that we were to receive a call from RH accounting office. We never did. Finally the manager was very apologetic and told us that she could not help us any longer since it was an accounting matter and she had no power over that.To this day we have not received the refund that they granted us when we returned the items we had purchased and the ********************* never called us to resolve this matter.It is reprehensible that a reputable store like RH use this kind of stratagem to keep the customers refund.

  Business response

  10/20/2022

  RH Acknowledges the return of the items in question. Prior to our refunding the original charges, we received a chargeback from the bank against those charges; this effectively did credit the returns. This has been explained to Mr. *******

  Customer response

  10/24/2022

  Better Business Bureau:
  
  I am not willing yo pursue this complaint any longer 
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have had a very poor customer service experience. Currently, I have two huge RH armoires blocking my front entry way and cannot use the front door. They were white glove delivered to my home by RH yesterday but RH Scheduling didnt send enough delivery men and so they have left them blocking my front door. RH repeatedly cancelled the delivery dates last minute. They first told me it would be delivered on Wednesday. the 14th, then Thursday, the 15th. Then they were moving me to Saturday. Then Sunday. Then Tuesday. Then they told me on the phone that Tuesday wasnt for sure and it could be cancelled and if I wanted it for sure for sure then I would need to move it to Thursday. This has caused me to miss work waiting for them, miss special events of my kids, cancel important appointments, the room the armoires were supposed to be photographed in for a magazine could not be photographed and yesterday my kids missed first part of school as they didnt have enough guys to lift the armoires up the stairs - waiting for some of their guys to show up. But now, we cannot get through the front door. Note: I do not have steep stairs or a difficult home to navigate. This was a scheduling error on RHs part. I have called and my husband has called repeatedly and we have tried to be kind and patient. No one will help us. Throughout this week long (and on going apparently) delivery nightmare process everyone says they will call us back by the end of the day. No one calls back. There is one particular RH delivery scheduling lady that is so rude on the phone that I cant even call in any more. I have been a member of RH since 2013, RH is a different experience then it used to be. This has been a poor poor experience. I think I am going *************** moving crews myself to move the armoires upstairs or something.

  Business response

  09/23/2022

  The delivery of the two armoires was completed on Wednesday morning, 9/22/22, and ************** stated that she was delighted with the outcome.

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two pivot mirrors from RH for a bathroom remodel. They are listed in the bathroom section of the website, they are shown in the bathroom, they are described as non corrosive. My mirrors have corroded terribly and need to be replaced. I reached out to the company when this problem started and they stated that the mirrors are not intended for the bathroom. I feel that they misrepresented the product and lied about being non corrosive. I have gone back and forth with the company many times and they are unwilling to do anything. I would like the mirrors replaced with non corrosive, bathroom mirrors and installed at their expense.

  Business response

  09/22/2022

  After a thorough review of our records, we have been unable to locate an order for the referenced mirrors. We have been in contact with ************************, and will be more than happy to assist her once a proof of purchase and/or additional information can be provided.

• Initial Complaint

  09/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In 2019 I purchased over $54000 in furnishings with Restoration Hardware.Order #. H2339966245 The order included the ******** Ottoman Bench bench for $971. This bench was placed in no / low traffic area and rarely used. The item is defective as the bench cushion material has deteriorated and broke down. The fabric has stretched out making it look unsightly, heavily used and low quality. See photo attached.The order also included multiple items that were charged at full price and not the member discounted price which I would like to have further explained to me by Restoration Hardware given the overall size of the order.I have contacted Restoration Hardware customer service on August 19th, 2022 regarding my experience with the defective item item without successful resolution.I am requesting given that it is low quality, defective cushion, fabric and poor performance of this bench is not as expected given the $971 full price which was not charged at the member rate and I am requesting a full refund. I also request an explanation for the multiple items that were not charged at the member price.Thank you for your assistance.***************************

  Business response

  09/03/2022

  Thank you for bring this issue to our attention. Our client's satisfaction is of the utmost importance to us and we will reach out to her directly to ensure that her concerns are addressed.  

   

  Thank you, 

   

  The RH Team

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased nearly $40K of RH furniture in Sept to appoint home in ****** **. (RH Order #********)Order included custom upholstered coordinating sectional sofa and chaise lounge chair from the ******* product line. All three pieces have complete breakdown of the cushions where they are sunken, deteriorated and do not bounce back. All items are Luxe Depth which means deep seating. The deterioration and breakdown of the cushions makes the upholstery look baggy and stretched out so all pieces look awful. This is a second home and we are empty nesters so no kids live here and this furniture looks extensively lived in and worn out.Have contacted RH, provided photos for each piece and they offered to come out to "steam and fluff" these to resolve. These were ordered with RH Performance Fabric so we expected that cleaning these would be less of an issue. They are not dirty, the cushions are deteriorated. Steam cleaning will not resolve the underlying issue of the problems with the cushions. There is not an issue with the fabric/upholstery. The problem is the quality and material used in the cushions. These are only two years old for a second home and cushions are already broken down and deteriorated. Research has uncovered the RH is known for problems and many complaints with the cushions on sofas Sectional costs:******* Left - Arm Return Sofa $6521.00 ******* Right Arm Sofa $3446.00 Belgian Classic Slope Arm Chaise $4121.00 Total: $14,088.00

  Business response

  08/19/2022

  We have spoken to **************. The issue has been resloved.

   

  Thank You,

  ***********************

  Executive Client Relations Coordinator

• Initial Complaint

  07/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On May 24, 2022 emailed *************************** (sales consultant) to ask if I could cancel chairs that I had ordered 4 days prior. Just to be clear I have ordered in the last 2 years over $100,000.00 of merchandise from RH. The chairs that I ordered was not to be delivered till late August 2022. *************************** told me that I could not cancel my order order unless I wanted to lose my 50% deposit. Also when I gave her my order I took snap shots of what I wanted one of the items was covers for patio furniture that I had ordered I accidentally put some in grey and some in tan. I would of hoped that she would bring that mistake to my attention but instead just sent it back to me without saying anything. Again when the order came I called *************************** with her response sorry you ordered them and you can't return or exchange them.RH is large enough to stand behind orders / buyers that are loyal to them. They chose not to be helpful. I am very disappointed in their customer service.******************************* ************ order #********

  Business response

  07/26/2022

  RH has reached out to ********************** and will work jointly with her to insure she only receives deliveries of items with which she is delighted.

• Initial Complaint

  07/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  In April 2022, I purchased an outdoor sectional from RH and their website indicated the expected delivery is May 24th, 2022. However, the delivery of the furniture was delayed by 2 weeks and the customer service department refused to accept its website provides misleading information on its deliveries. **************** reps stated the website's expected delivery date is delivery to RH warehouse and not home delivery.......so the question is why would they put useless delivery dates on their website to mislead consumers?That was the first problem but that wasn't the major problem. Prior to my order, I had ordered swatches from RH and placed my order based on one of the swatches i received. After receiving the outdoor sectional, i noticed the cushion fabric is vastly different than the swatch i received from RH. The furniture doesn't match my outdoor living space. I had contacted RH several times regarding their error and they refused to acknowledge furniture's fabric is completely different from its sample fabric swatch. Once this company receives your payment/credit card info, their customer service becomes nonexistent. ****************** provides misleading information and incorrect fabric swatches. No company is perfect but this company refuses to resolve their company's errors/problems.

  Business response

  07/14/2022

  We are in communication with ******************** and will ensure she receives outdoor cushions for her sectional that make her happy.

  Customer response

  07/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and the company offered a resolution to resolve this problem and its currently in process.  Hope to have this problem resolved by the end of the month.  I will notify BBB as soon as this matter is resolved.  
  
  Sincerely,

  
  *********************************

*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. ↩