Business Profile

Furniture Stores

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

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for RH Baby & Child Corte Madera | The Gallery at The Village at Corte Madera's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

29 total complaints in the last 3 years.
5 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:12/24/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted customer service for 2 items that were falling apart. **************** said they will send replacements but instead i am being harassed at my door for pick up. I told the customer service that once i receive the replacements i can reuse the packaging and schedule pick up then. I do not have the replacements but i have *** ringing our door bell every other day for pick up. the order # for the chair is ******** the order # for the French drum shade is ********
Business Response
Date: 12/26/2024
Thank you for bringing your concerns to our attention. We will reach out to the client directly to provide immediate assistance.
Sincerely,
The RH Team
Initial Complaint
Date:12/18/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered a Lattice Clear Glass Rectangular Chandelier 67". Upon installation, we discovered that we had received double of one of the boxes and were missing Box "O". All possible parts were installed, and we contacted customer service to return the duplicate box (it was either box "M" or "N", I can't remember). The return service took our duplicate box, and gave us a new box M AND N, but no box O still (obviously the complete opposite of what we requested and need). **************** was contacted again. The return service delivered a sink (which was still in the box we returned a sink in from an unrelated order at the same time as the duplicate boxes). We refused delivery, and they took the 2nd set of duplicate Box M and N's. We still do not have Box O or the glass that is included in it after 2 returns/replacement attempts. This has been ongoing for several months now as the company appears to only schedule deliveries and returns weeks out. This should have been complete months ago.
Business Response
Date: 12/18/2024
RH has spoken with Mr. ***** and we have reached an agreement on moving forward regarding the issue with his chandelier.
Customer Answer
Date: 12/19/2024
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. They reached out immediately with an explanation of what was happening and proposed a fair solution and seemed genuinely sympathetic to the issue. Pleased with their willingness to address the complaint and find resolution.

Sincerely,

***** *****
Customer Answer
Date: 02/07/2025

Complaint: 22704611

I am rejecting this response because: I agreed to their proposal, which included sending the missing box to complete the item. However, we have yet to receive the box or even any information about an upcoming shipment or anything of the like. This has been going on for months, and the "we're so sorry about that" and other excuses are completely unacceptable to me at this point, especially considering I filed my initial complaint in December.
Sincerely,

***** *****
Business Response
Date: 02/10/2025
RH has reached out to Mr. ***** directly with a copy of the installation instructions, which includes a detailed parts list with drawings. We have asked for him to identify the exact missing parts so that we may be sure to be sending the exact items needed and only the exact items needed.
Initial Complaint
Date:10/26/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Restoration Hardware has been charging our credit card for the last 4 years for an annual membership we requested be deleted in 2021. We last used this business in 2020 where we were required to sign up for their memebership program. The next year in 2021 we asked them to remove our membership by email and had no response. The membership account they are charging was not able to be located by our business and we asked again for it to be removed. each year we have attempted to have it removed and again in 2024 they have charged us $200. The total amount they have charged us is $100 in 2021, $175 in 2022 and 2023 and $200 in 2024. The email they have associated with these charges is ***********************
Business Response
Date: 10/28/2024
We have reached out to Mr. ****** and let him know his membership fees would be refunded, and his membership canceled, per his request.
Customer Answer
Date: 10/28/2024
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
Date:06/12/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 06/13/2024
Hello,
We have connected with a customer and provided a resolution to her concerns.
Thank you!
Best regards,
********************;
Customer Answer
Date: 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
Date:04/22/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 04/26/2024
We have connected with the customer, and are working towards a resolution to her satisfaction.
Customer Answer
Date: 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
Date: 04/30/2024
We have reached out to **************** to provide the confirmation she was requesting.
Customer Answer
Date: 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
Date:04/04/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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
Date: 04/12/2024
We have issued and released the $150.00 refund for the balance remaining on ********************** account.
Customer Answer
Date: 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
Date:03/19/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 03/25/2024
We have reached out to the customer, and will do everything necessary to resolve this to her satisfaction.
Initial Complaint
Date:12/19/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 12/20/2023
All items are now scheduled for delivery on 12/22/23 as requested.
Customer Answer
Date: 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
Date:12/05/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 12/06/2023
Hello,
We have connected with the customer and addressed her concerns.
Thank you!
Best regards,
********************;
Customer Answer
Date: 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
Date:12/01/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 12/07/2023
Hello,
We have reached out to Mr. * to get additional information and awaiting his response.
*incerely,
********************;

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RH Baby & Child Corte Madera | The Gallery at The Village at Corte Madera is NOT a BBB Accredited Business.