RH New York | The Gallery in the Historic Meatpacking District — Local services in New York

The worst furniture shopping experience I can remember. I found a chaise on the RH website that I liked, but wanted to see it in person. Arrived at the store in Meatpacking around 7pm on 7/2/21, 3-4 employees were standing at the entry table. One woman asked if she could help with anything.

I said I was looking for a chaise, and before I could explain to her which one, she was directing me to browse "floors one through three." That was it. No attempt to actually help, just sending me off to wander aimlessly through three floors of furniture.

Finally, I found an employee who wasn't on their phone or talking to another employee about their weekend plans, and I asked him if he knew where the chaise was (by this point I'd found it on their website and showed it to him). He said they didn't have it, and if I ordered it, it would be custom made and I would lose a 50% deposit if I wanted to return it.

So on a $3000+ chaise, I would lose over $1500 just to see what it looks like in person.

When I balked at that, the employee responded, "I do whole-house designs, and my customers often order sight-unseen." How unbelievably rude, unhelpful, and tone-deaf to tell a customer that. I was shocked and insulted and embarrassed.

We were leaving, when another employee at the front table said "goodbye" to us, so I turned around and asked her if that return policy was true. She said yes, it is, and another employee tried to describe the chaise I wanted to me. This was at least somewhat helpful, but would any sane person spend $3k on a sofa they hadn't seen or sat on themselves?

I left, and I called the RH corporate phone number. Stayed on hold for 10-15 minutes before getting a really sweet woman on the line. Told her my saga, and she apologized, and said there might be a chaise in the style I wanted in NYC somewhere. She took my cell number and said she'd call me the next day to let me know. It's now 4 days later and I haven't heard a word.

RH has some lovely furniture, but WOW do they not care about customers. Or at least not about customers who can only afford one piece...

This is a review for the store, not the rooftop restaurant, as most of the 5 stars review look to be made by restaurant goers or people who only take photos in the store.

RH was once a place with great quality despite the price tag. Today this store is only an IKEA with great marketing behind. The carpets and so called "wood pieces" are from the lowest quality possible. The carpets get destroyed in maximum a year. The wood pieces which are not solid wood but veneer get chipped right away. The continues delays for the delivery becomes frustrating and sometimes even the piece gets to be back ordered.

The sales agents are polite and pretty knowledgeable but when I asked to speak with a manager due to some delivery issues I was told a "leader" will address the issue. Worst answers ever, these leaders have no clue what they are talking about and they contradict themselves, so it is clear that in the company they don't have a defined handbook and everything is in the air.

They use all these fancy names such as gallery or leaders, but in the end this place is only a retail store with mediocre quality and inflated prices. You are probably better shipping real furniture from Europe with a true design and fantastic quality. For sure you will end up with a better selection and cheaper. Keep in mind that they don't produce anything and all of their pieces are sourced from various artists.

Customer service is so an so, still better than talking with a manager.

Most of the people that hang out in the store are either tik-tokers or tired tourists who want to take a quick power nap (lor use their bathrooms. This place has no feeling of luxury. And when I say power nap is because once we have seen a man taking a nap in one of the beds, not even talking about all the people snoozing on their couches, making the overall search somehow weird. You won't see people hanging out checking their Instagram next door at Loro Piana, Hermes or Rolex. So you are paying for a hype that...

AVOID! WORST DELIVERY EXPERIENCE EVER! Monthly later we still don't have the furniture!

I ordered a dresser order over 6 months ago which has amazingly still NOT been delivered. First, the item is back ordered, fair, they tell us that upfront. Then as the delivery date approaches we get an email saying, sorry, it's delayed again. Then finally, it's in the warehouse and ready to shop so we schedule it was a Saturday. Now we have a conflict so we need to reschedule it. We start attempting to do this on the Tuesday before the delivery. We have to contact the delivery company 4 times to get in touch with them, but when we finally to we are told the issue was resolved and the delivery had been rescheduled for two weeks later. Great...we think. Well Saturday rolls around and bam the delivery we rescheduled arrives! We were understandably irate as we were not home and believed that the issue had been resolved. We again rescheduled with the terrible delivery company and this time call the store directly to file a complaint to put pressure on the delivery company to ensure everything went smoothly on the rescheduled date. We spoke with a manager who was very apologetic and provided a company line of what turned out to be empty promises and lies about how they value their customers and would 1) put a complaint on file and 2) reach out tot he delivery company to reconfirm everything. Well when the actual delivery date rolls around, surprise, no delivery arrives. We call the delivery company and are initially told our order was delivered somewhere else! We then call the store who report that no complaint was ever filed!

This has been the worst ever delivery experience! RH has the worst customer service (and generally all delivery for furniture is not great so this is really saying something). Bottom line, no matter how much you like the stuff, don't order from them because it's...