RH Denver | The Gallery at Cherry Creek — Local services in Denver

My review is not about the quality of the furniture. My review is about the nature of customer service and the lack of ownership/lies by their front of house service coordinators.

I purchased baby furniture (a crib, dresser/changing table and bookcase) to be delivered to my home. I've had delivery issues with RH in the past so I made several follow up calls to ensure that the furniture was indeed being delivered on time. I even placed a phone call to the actual warehouse that was to deliver my furniture and spoke with a woman named Cindy who told me that she personally went into the warehouse and saw all of the furniture was there.

This morning my furniture was delivered as per confirmed and they brought along Chelsea from RH to oversee the delivery. One of the pieces of furniture was not on the truck (the dresser/changing table). Chelsea made phone calls to try and get a handle on the situation and reported that the furniture piece was not even in Denver - let alone the warehouse.

Now, I was told from Cindy, at the warehouse, that she personally saw all of the furniture from my order in their warehouse. I mentioned this to Chelsea and it was obvious that Cindy was either mistaken or lied to me. Chelsea said that Cindy thought the bookcase was the missing dresser/changing table. Chelsea mentioned that Cindy was made aware of the situation and was being "talked to" about it.

At this point in time -there has been no resolution. The furniture is not here and the customer service rep who accompanied the delivery has no answers for when it will be arriving. I had made no less than five phone calls to follow up with my order over the last several weeks and my due diligence was not replicated by the company.

The icing on the cake and the fuel for my review was when I received a phone call from Cindy herself asking me how the delivery went (wasn't she already "talked to"??). I informed her that while the gentlemen who delivered the furniture did a fine job I was angry with her for telling me all of my furniture was there when it was indeed not.

Rather than apologize, she proceeded to lie to me and said that she never told me that all of the pieces were there. And that the three pieces she meant were the bookcase, crib headboard and footboard. This is where I lost it. Lies and coverups. Not to mention Cindy's double lie - first to me and then to Chelsea! No one taking ownership and putting the blame on others, including myself - the VERY pregnant customer who had the foresight to make several calls to see that RH employees are doing their job. However, even my efforts which are above and beyond what anyone who's spending thousands of dollars on furniture did not result in the furniture being here.

Had someone owned up - apologized for their mistake and offered a genuine solution with a date - as opposed to "we're doing everything we can" arbitrary statement - I would not have written this review. I do not believe in bashing companies, but RH has insulted my intelligence and my desire to ever purchase another item from that...

Purchased a bathroom vanity. About 2000$.

Product was not delivered on time as promised.

They discovered the vanity bowl was broken and on top of that, the wrong vanity I did not order was shipped the day they scheduled to deliver to my house.

The products, however, had arrived in Denver a week before, but not checked out for accuracy and damage until the day of delivery! We had contractors waiting to install and find out that day NO delivery.

So all was reorderd. Restoration Hardware promised some financial compensation for the delay which cause rescheduling contractor. NO word yet on that, of course.

Finally all delivered weeks later. But wait. The marble top which was shipped with the first order and not delivered ("we only deliver full orders"), thus which was sitting around waiting for the re-order to arrive was cracked too! They didn't bother to check it!

It was not checked by at either Restoration Hardware or Excell delivery at the time it arrived weeks ago. I only discovered it when the plastic and crating was removed as we started to install today. It easily could have been checked before.

So, NO install again. Another postponed contractor install. Why? All because RH does not guarantee its "quality" products, service, quality control and assurance systems that will be customer friendly.

They do smile alot. Polite enough to give them some credibilty but underlying snobby. But they transfer you around to different sales and mangement. NO one there owns YOUR problem. YOU do. I believe it's a culture in their company. Run by top people corporately and local people have NO authority to do ANYTHING outside the company bible.

Even the customer service representatives at the 800 problem number are condescending.

They talk and promise, but DO NOT DELIVER.

CAVEAT EMPTOR on ANY...

I can not complete a review just yet because I have to go to the store tomorrow regarding the return of an end table. I specifically went to the gallery to see it and it wasn't in the showroom. The guy, who was very nice, told me I'd have to order it. I nearly keeled over at the $199.00 shipping fee but I ordered it anyway, figuring I would get white glove delivery (like Macy's does) for that astronomical fee, and I would be able to view the piece while the delivery person was there. WRONG! For $199.00 they shipped it UPS !!!???!!

The UPS lady parked in the middle of the street and was clearly not happy about having to bring the extremely heavy box up my front steps. She roll/flipped the box from the street, up the curb, and up the stairs and left it there. She told me she could not bring it in my house. I am disabled and I had to find help to bring it in. Then I had to wait until the weekend to get my daughter to help me get it out of the box. It weighs a ton. It has a nick on the leg and the table top is so not what I expected, which is why I wanted to see the piece before ordering. I don't get the point of shopping here anymore. It's a shame because I absolutely love the store and love so many things they have, but I don't understand the dif between shopping at RH, supposedly a high end store, or shopping online for much less money and hassle.

I used shop RH quite a bit, a couple decades ago, and boy things have really changed. I just better get refunded on the purchase as well as that highly inflated UPS fee. What the hell is up with that?????? I still can't believe that. What a hassle, so frustrated at the blatant...