RH Vancouver — Local services in Vancouver

Very frustrated. I looked up Restoration Hardware online and found the store I wanted which is located on Granville Street, Vancouver BC. Showed the front of the store and everything. Clicked on to their website to look at towels. Because the picture of the store was featured on the ad whose website I clicked, and because there was no warning otherwise, I assumed I was in a Canadian website. Found several towels I liked and decided to purchase them online. Because it was Black Friday/Monday they were offering $100 off for orders $500 or more, I was able to achieve that discount. I was rather pleased with myself, went through check out and was done. A few days later I decided to track my package. In doing so I could see my invoice which stated that I was being charged USD. I was furious! No where anywhere did anything say that I was in a US website and of course I assumed that I would be paying CDN. I called and complained. No one seemed shocked, surprised, taken aback. Seemed like a regular occurrence. So I cancelled my order and that was that. Then I got a phone call saying that they couldn't cancel my order as it had already began processing but that it would arrive at my door, someone would contact me and send a personal driver to pick it up but I would not be charged. Okay fine. A few days later my husband and I were across town and drove by Restoration Hardware. I quickly ran in to see if I could find the towels that I wanted in CDN. There they were! The beautiful colours that I so wanted. Took forever to find someone to help me and when I did find someone I was told that I couldn't take the towels away with me because they were only for display purposes. I would need to order them from the store, at which point the store would order them online for me at USD and they would be shipped to me. I have NEVER heard anything more stupid in my life! What is the point of the store in the first place? Just mail people catalogues! It would be cheaper then paying rent for a store front! So here I sit with a large RH box full of towels that I really want but will not pay for. Feeling nervous that this will not resolve well when I read the other reviews on this site. DON'T SHOP...

We placed three orders with Karim for our new home, with all the furniture and decors. Karim is very professional and patient. When you purchasing all the pieces require so much details and on-going pieces. Karim spend total around 25 hours for us and even when we are not sure about the Elevator' dimensions, Karim stopped by and measured it for us. The store consultant is not a easy job, but Karim doing everything so well and helped us reduce the pressure during all the process. The only thing I'm not quite happy is the delivery system. The delivery system is not working so well especially during pandemic. They delivery everything separately which require you so much time always need to stay at home when you need it. It actually so much pain when you have a full time job. We have totally 38 pieces, and RH delivered more than 12 times in order to fully delivery everything to you(not include the FedEx Boxes). But in generally, RH is still one of my fav furniture brand in Vancouver if you love their style. Also, if you need to get designer décor pieces, I fully recommend you can check it out at AMARA.com. Thanks for all the experience and we love RH so much!...

EDIT: We're very happy with the furniture. One product didn't quite meet our expectations, and RH returned it at no charge. Once it was identified that there were some billing inconsistencies from cental billing, local RH retail staff worked diligently with us to provide the appropriate refund/credit.

Thanks Jessica!

We believe we're happy with the furniture--haven't received it yet--however beware of the payment process with RH. #1 They don't charge you until the product ships, and if the USD-CAD changes dramatically during this time, your effective price also changes. #2 The mess that is created in the sloppy record keeping between quoted price and the price you are charged, makes it very difficult to audit what was charged to your credit card. We purchased close to $50K USD in furniture, across a large number of pieces. Our records indicate that we were overcharged between $3500 and $4000. Between the salesperson, the store manager and the accounting department, it has been a nightmare to get the money refunded. The sad thing is that had we not gone to the effort to audit the RH withdrawals from our credit card, this overcharge would never have...