Restoration Hardware, Inc.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***They have now issued the requested refund, so the issue is resolved.Sincerely, *** ***

HelloWe have confirmed that the return credit was issued back on 8/29/in the amount of $(the full amount of the order placed on 5/31)
The order for the bed and membership was placed online on 5/27/where all terms of the Membership are listed and must be approved to moved forward
The below has been copied from the website:
Any one-time discount and promotion code offered under the New Mover Program or any other special offer cannot be used or combined with any discount or other benefit offered under the Members ProgramThe Members Program benefits cannot be used in conjunction with any coupon or with any corporate or prearranged group discount, unless specifically stated otherwise in the applicable coupon or discount.
There was also a one time accommodation made as a gesture of good will to provide you with a quoted price that was no longer validI hope this is helpful

Initial Business Response /* (1000, 5, 2015/10/14) */
RH has received the case information and is currently researchingWhen backorder notifications are sent to the clients, they are with the terms that they may be subject to change and are provided an estimate date of shipment
Initial
Consumer Rebuttal /* (2000, 10, 2015/10/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Restoration Hardware corporate reached out to me and confirmed they had located the items I had been waiting forThey are shipping them now and waiving all chargesAfter having submitted a complaint with Revdex.com, I'm very satisfied with their courteous and prompt attention to this matter

Complaint: ***I am rejecting this response because: I requested full value credit/refund (not
just what I paid) of 4600, which could be applied to a new bed My complaint and request was not read carefully by the business representative At this time, they have charged me an additional $to replace the bed, which was delivered damaged and incomplete Again, its now August and I have no bed and essentially have given RH a zero coupon loan in the amount of the money I paid in January Sincerely,*** ***

Prior to receipt of this complaint, client was processed for a full refund of the bed in question; as this was one of the resolutions proposed by the client in the complaint, this is considered closed

We will reach out to the client to make this rightWe are currently researching the delay on his product

Contacting customer to honor request of refund

Initial Business Response /* (1000, 5, 2015/12/01) */
Client has been contacted by our RH office and we are currently working on a resolution
Initial Consumer Rebuttal /* (3000, 7, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
RH and client are
continuing to work towards a resolution
Final Business Response /* (4000, 9, 2015/12/08) */
Client has been contacted regarding their request
Final Consumer Response /* (2000, 11, 2015/12/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/01/18) */
Client's report is currently reviewed by RHRH will be reaching out within 1-business days
Initial Consumer Rebuttal /* (2000, 10, 2016/01/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They did give me
a modest refund which did not cover the cost of repair - they offered a full refund however I could not find the bed at the same price so - moving forward - I will not do business with them again as I found this partial refund insulting, the process harassing the the loss of integrity due to being lied to repeatedly will stop me from making any further purchases from this vendor

Initial Business Response /* (1000, 5, 2016/01/12) */
We are currently researching the order and will contact the client
Final Business Response /* (1000, 8, 2016/01/19) */
Issue resolved

Complaint: ***I am rejecting this response because:
Just because restoration hardware states they will take care of something doesn't mean my situation is rectifiedThis should
have been taken care of this alreadyThe fact that you haven't updated me via email is unacceptableGet the product that I ordered over months ago to me immediatelySincerely,**

Complaint: ***I am rejecting this response because: no one contacted me in an effort to resolve the issueSee sample photo showing RH broken in middleOne of many damage items bought. Sincerely,*** ***

I will contact and work with the customer to resolve the issue

Initial Business Response /* (1000, 5, 2015/06/15) */
We are currently in the process of reviewing the customer's concerns and notes the ordersWe will be in contact with Ms*** within one business day
Initial Consumer Rebuttal /* (3000, 8, 2015/06/20) */
(The consumer indicated he/she
DID NOT accept the response from the business.)
I am still waiting to hear from themI have called twice
Final Consumer Response /* (3000, 14, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Awaiting pick up of chair to return
Final Business Response /* (4000, 16, 2015/06/29) */
The customer has not communicated with *** office yetPlease see the previous communication that we had sent
Incident ID: XXXXXXX
To: ***@gmail.com
Date: 06/25/6:29:AM
Subject: RH *** - Revdex.com Case# XXXXXXXX #XXXXXX-XXXXXXX#
Ms***,
I hope this email finds you wellUpon reading the Revdex.com update today, it was indicated that you have contacted us twiceWe sincerely apologize that you have encountered challenges with your experience with RH and would like to learn how to remedy the situation
I have been in partnership with the gallery as well as researched your orders to obtain details about your products, deliveries, and contactI would like to fully understand better by speaking to you personallyThe last information I had been provided was that the gallery had offered to exchange pieces to a different style or collection as what you had received was not satisfactory
My direct contact information is belowPlease let me know if you have a preferred time/date for me to reach outYou can also contact me between the hours of 8:30am to 2:45pm pacific time (Monday, Wednesday-Friday)
I look forward to hearing from you
Thank you,
*** Operations Coordinator
RH

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and yes, they called but it is not resolved yetThey are trying though
*

Client was given incorrect informationThe merchandise was already shipped when the request to change payment plans was madePer PCI Standards Compliance, a change could not be made at that timeWe have reached out to the client to offer compensation for the excess interest accrued as we
recognize incorrect information was givenAny further action is pending a response from the client

Initial Business Response /* (1000, 5, 2015/11/18) */
Contact Name and Title: *** ***, Coord
Contact Phone: XXXXXXXXXX
Contact Email: ***@restorationhardware.com
Restoration Hardware has completed the customer's request to credit the sales tax, after the tax exempt certificate number was
provided
Restoration Hardware's Corporate Operations Coordinator has reached out to the customer to go over the trade discount program details
Thank you!
*** ***
Initial Consumer Rebuttal /* (2000, 7, 2015/11/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/11/18) */
Corporate office has reached client to discuss resolutionWas unable to leave voicemailWill continue to call
Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the
business.)
Please call me at XXX-XXX-XXXX or XXX-XXX-XXXX
Final Business Response /* (1000, 13, 2015/11/30) */
We attempted to contact the client at the number she provided on different occasions as well as email herWe have not been able to contact the client
Hello,
We will attempt to contact the client again
Thank you,
*** ***
Corporate Operations

Initial Business Response /* (1000, 5, 2015/06/01) */
We spoke to *** and are working on a resolution while researching his concerns
Initial Consumer Rebuttal /* (3000, 7, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** Restoration
Hardware has contacted me, but there is not yet a resolutionI was told I would receive an email to send photos of the defectice product, but have not yet received the email or follow up call in regards to clarification of the quality issue
I was told they would reinburse me for the cost of an electrician to switch out the lightsAgain, I am still awaiting more follow up, but they do seem to be trying to resolve the issue
Final Business Response /* (4000, 9, 2015/06/05) */
We have spoken with the *** and proposed a solutionAn email has been sent to him per his request to recap the telephone conversation
Final Consumer Response /* (2000, 11, 2015/06/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Restoration Hardware *** has confirmed the issue with the finish on the sconces I had purchased and advised me not to replace with the same sconces They have instead offered full replacement of sconces with a different outdoor sconce of my choosing at no cost to meThese are on order and will arrive in August, at which time Restoration hardware has promised to pay for the cost of my electrician to switch these out on my house

Called in response to complaint received and advised customer we will work to fix issue