RH Boston | The Gallery at the Historic Museum of Natural History — Local services in Boston

I’ll start here: I love RH's products. I really do. I decided this past January to furnish an entire room with RH furniture - a long time dream of mine - but the service and experience I've had in getting my items delivered has been an absolute disaster.

I ordered two end tables, a custom chair, and a coffee table - all delivered on time, without damage. A+

But then I ordered a desk lamp. It arrived on time... scratched and damaged. I returned it via mail and received another one a week later. Didn't work after one week. I returned and ordered another one. One week later and it still works... we'll see if it lasts.

I ordered a shelf to put on my wall. It arrived in the wrong color. I sent it back and they sent the exact same shelf – still the wrong color - back to me. On attempt #3 I finally got the correct shelf.

I ordered a desk chair and desk. The chair was custom ordered so I was told up front that it would take 3 months to deliver. Annoying, but okay. I told RH I wanted the desk to arrive with the chair, as obviously, they would go together. They promised it would arrive with the chair since the desk "isn't custom”. But it didn't. I ended up with a desk chair and no desk and was told that the desk would arrive a month later, because it was no longer available, leaving me with a computer chair sitting in the middle of the room! "But, you're first on the list to get a new desk once it's available" I was promised. Except I wasn't - another "apology email" from RH came today: The desk is being delivered another 3 weeks later than the first delayed date because “my desk didn’t fit on the truck”. The desk that's already been delayed twice is being further delayed another three weeks. I wasn’t first on the list, obviously. Another week, another call to RH customer care. I now have them saved on speed dial.

For the record, if I had $1 for every, "there's a problem your order" email I've gotten from RH, I'd have $14. No joke.

At this point I've had to call the RH customer complaint line SEVEN times. I've also had several calls with the Boston showroom. All I'm EVER given is a "I'm so sorry to hear this, it won't happen again". Except it does happen again, and again, and again. RH is completely unwilling to do anything but apologize, but won't ever do anything to make things right. No willingness to rush deliveries, offer monetary compensation, etc. Today, their rep told me, “I understand you’ve had problems with other items but for the desk, you’ve only had two issues I can see in our records. And we look at each order individually before deciding whether the customer gets any special treatment.” That makes a ton of sense, right? I've "only had two issues" with this order, and the fact that I've had several other problems with other orders literally isn't considered.

If you intend to purchase something from RH, make sure it's in stock and doesn't actually have to work. And try to get everything they promise you in writing, because I keep being told, “Well our records don’t show that so we can’t verify your complaint”. They’ll tell you what you want to hear to make a sale, but when it comes to actually delivering on it, they basically say, “Sorry, not sorry. We'll try to do better next time” Walmart has better service and more regard for its customers. I understand I might not be the typical RH customer – I’m not a millionaire and had to save up for a long time to afford the products I bought. But I spent over $15,000, which is a lot for me. Maybe if I spent another $100K they might...

We’ve been loyal RH customers for years and have furnished most of our home with RH pieces—including a large delivery just today for our son’s bedroom. However, the lack of customer service we’ve experienced recently is unacceptable.

We reported issues with our existing furniture, including visible chipping, and contacted customer service to request a repair or at least an assessment. After sending the requested photos, we were told it was “normal wear and tear.” However, even the Boston sales team (Don and Tala) reviewed the same photos and agreed it was not normal—promising it would be addressed.

We were also approved for replacement outdoor covers, but more than a month has passed and nothing has been shipped. Despite multiple follow-ups, no one has helped us.

The most disappointing part is that the Boston sales team, who were once responsive, have completely stopped replying since we placed our latest order. We’ve sent several emails and received no response.

At 37 weeks pregnant, this has added an unnecessary layer of stress to our family during an already sensitive time. I’m extremely disappointed in RH and no longer feel I can trust the brand. A luxury company should treat long-time customers with...

I purchased a caned bed, not inexpensive, and sight unseen as it was not in any showroom/store nearby. The bed was darker than I expected, but handsome, and once delivered and set up it seemed it should be kept. I am disappointed that it very quickly scratched. I subsequently learned that a "repair kit" is available, but it took some effort to get customer service to send this to me free of charge, a "one time customer courtesy." Seriously, a $1500 bed scratches within a few months of purchase? The bed sits quietly in a bedroom, not subject to children, light, animals, or barbarian use. I have just discovered that the repair kit I was sent is incomplete and contains one of two items in its description flier. So now another call to the less than enthusiastic customer service department is required. Restoration Hardware, for all your pomp you really need to get a handle on quality control and...