RH Cincinnati | The Gallery at Kenwood Towne Centre — Local services in Sycamore Township

I typically only shop at this store around the holidays because it offers a lot of unique white elephant gifts/stocking stuffers. My complaint isn't about this location in particular, but about Restoration Hardware's return policies in general. RESEARCH the return policies before you make any purchase you think you might return.

For a Christmas gift I went in the store and bought a very large scrabble board that with tax came out to be somewhere around $240 and I paid with cash. On Christmas morning my dad opens up the box to find a completely damaged board that looked like all of the wood was warped - the surface was bouncy, broken in areas, and completely uneven.

I went to the store and intended to exchange it but of course it was out of stock in store. I decided to do an online exchange but they wanted to charge my credit card for a new one and would do the return on a separate transaction. I told them I didn't want to have a charge on my card and asked since I paid in cash if they could return it on a merchandise card and pay for it that way - they said they could not do that. So I decided to do a complete return and not even try to exchange and that's when they tell me that if you pay over $100 in cash they cannot refund you in the store, they have to mail you a check that takes 2-4 weeks to deliver. This policy is stated on the back of the receipt but you DO NOT know this until you've already completed your purchase!

Since I had no other choice I agreed to get this mailed check - OF COURSE after we complete the process they tell me that the checks are processed on the 15th of each month. Today is the 30th. So the earliest I can get my money returned to me is a full month away at the end of January - but after doing research on other customer's reviews it sounds like in most cases it takes the full 4 weeks to be delivered so I'll most likely get it around Valentine's Day. This...

I have been in other RH stores across the country and they have been exceptional. The one in Kenwood is not. The customer service is extremely lacking. I went in to ask a few questions and was going to purchase a large list of things I had found on their website ranging from lighting to dining room furniture. I had been in this store one other time over a year ago and talked to a salesperson. I did not purchase anything. There were three associates working the day I went in. One was with a client. There was not another customer in the entire store. I asked one of the employees if she could answer a couple of questions. She pulled up my name and apparently I had talked with the person that was currently assisting another client. She informed me that my salesperson was with someone else. Once she found out that she would not have made a commission if she helped me, she technically answered one of my questions but offered no other help. She was obviously disinterested. I understand how commission works, however, customer service should always come first. I had everything organized and all this person would have had to do was input it into the computer. Instead, I left the store unhappy. I went home and ordered over $20K on the website. I do not have the time to deal with people like this. I love RH but will not be ordering in-store at...

We are very impressed and had a wonderful experience with the Cincinnati Restoration hardware store on multiple occasions. Our most recent experience was with Michele Boggs and her coworker Shane. They both did a fantastic job helping us choose the right color combinations and furniture for our living room. We are very grateful that they dedicated so much time to help us, and made the experience so enjoyable. They are both true professionals and very talented! Thank you again we are looking forward to receiving...