Restoration Hardware, Inc.

Initial Business Response /* (1000, 5, 2016/01/07) */
Thank You for contacting RH,

We have contacted Ms. [redacted] and are currently working to resolve the issues with her order.
Have a great day.

Sincerely,

[redacted]
Client Service Advocate Client Service Center
RESTORATION...

HARDWARE
[redacted]@rh.com XXX-XXX-XXXX [redacted]
People Service Quality Innovation
Initial Consumer Rebuttal /* (3000, 7, 2016/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Response not accepted until undamaged goods received.
Update on progress as follows:
1/4/2016 Revdex.com Complaint - The complaint was received by the Revdex.com on January 1, 2016 case number assigned.
1/4/2016 Restoration Hardware Call - 1:36pm Call from [redacted] at Corporate Customer Service to notify he has been assigned to our case. Told he will update after working with delivery service for faster delivery of undamaged goods. Instructed to call with any questions XXX-XXX-XXXX Ext. [redacted]
1/7/2016 Delivery Date Confirmation Call - 2:12pm Call from RH delivery center to setup delivery date for media console. Informed individual that delivery date of 1/27/16 had already been setup. Individual asked if we had more than one order that needed to be delivered to which I responded no. She proceeded to look at tickets and informed be that she was looking at a duplicate ticket and the previous ticket had been cancelled. She then said she would need to speak with her supervisor and call back.
1/7/2016 Call to Restoration Hardware - 2:50pm Call placed to [redacted] at Corporate Customer Service to inquire about duplicate ticket and possible cancellation of order. No answer, message left at his extension.
1/8/2016 Call to Restoration Hardware - 10:40am Call placed to [redacted] at Corporate Customer Service to inquire about duplicate ticket and possible cancellation of order. No Answer.
3:57pm Another call placed to [redacted] at Corporate Customer Service to inquire about duplicate ticket and possible cancellation of order. No answer, message left at his extension.
1/10/2016 Restoration Hardware Call - 11:21am Return call from [redacted] at Corporate Customer Service to inform me order is not cancelled and is still scheduled for 1/27/16 barring any additional issues. Assures we will receive a "first quality" product.
Final Business Response /* (4000, 9, 2016/01/14) */
RH is currently working on resolution for the client at this time.

The artwork has been shipped to the market for delivery to the customer. We will reach out to advise him.

Complaint: [redacted]I am rejecting this response because: there is still a credit of $59.88 that has not been accounted for, nor has anyone accounted for the poor customer service through their service or store. Sincerely,[redacted]

Yes I've accepted the proposal and am satisfied with their handling of my complaint. Thank you.

Initial Business Response /* (1000, 5, 2016/01/20) */
We will research this and contact the client.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Still waiting to hear about compensation
Final Consumer...

Response /* (3000, 13, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Currently working on the compensation and exchange items
Final Business Response /* (4000, 15, 2016/01/28) */
We have provided compensation to the client as well as refunded delivery fees. The refund takes 3-5 business days. This is standard banking transaction time. We have also provided an exchange for the product.

Complaint: [redacted]I don't understand the response made by the business. RH claims they are honoring my refund request, but no refund has been made to my credit card. It is very quick and easy to issue a partial refund for a credit card payment.
To...

Restoration Hardware: If you agree to make the refund as you say, then make it. As soon as I see the credit appear on my account, I will happily close this case. If you wish to communicate with me further, please do so through the Revdex.com system, so that they have a complete record of what happened. Then we can ask them to act as a neutral third party and arbitrate if need be.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/01/29) */
We will research the clients issues and contact her with resolution

Initial Business Response /* (1000, 5, 2015/11/02) */
Contacted client and spoke to her regarding the delay. Client wants RH to pay for freight forwarding costs however in reviewing the history of the order, on 9/19/15, we sent a delay notification to the client indicating delivery will be during...

end of November to her email address: [redacted]@idmia.com that was provided during the time the order was placed. Client claims RH is responsible for costs because different pieces of her order are arriving separately. However, per the disclosure of our emails, it is noted that: Custom orders ship separately. These items begin production immediately upon order and are built to your specifications. They cannot be cancelled, changed, returned or refunded at any time. A non-refundable 50% deposit will be taken when the order is placed.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
we never discussed about tge rest of the order, our insatisfaction is with the sofa delivery. yes we did receive notice of delivery for end of November and that would be workable, however, they are now setting up delivery for JANUARY/2016, Which is 6 MONTHS after the purchasing date and that is unacceptable as our client has to ship a full container to Brasil next week (mid november).
we were willing to wait for and of november like they promised and request reimbursement for the estra week storage fees for the entire apartment.
we will take RH to court if we have to.
[redacted]
Final Business Response /* (4000, 9, 2015/11/11) */
RH has reached out to client and left voicemail. From the latest update in tracking the special order Cloud sectional, it is currently en route to our distribution center. RH will wait for client to connect with our offices to further discuss.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/31) */
The client has been contacted and a voicemail has been left. Awaiting response to discuss next steps towards resolution.

Initial Business Response /* (1000, 5, 2015/04/29) */
Customer has been contacted by [redacted] office.

We will reach out to the client.

Hello [redacted]
 
I am sorry for your issues with Restoration Hardware but you have contacted Ubisoft Entertainment. We are not associated with Restoration Hardware. Sorry about the confusion and I hope that you get your faucet issue resolved.
 
Regards,
[redacted]

Customer has been issued a credit she has requested and that will be posting back to her account in 7-10 business days

Thank you for reopening the above referenced complaint and allowing us to respond, as we reached out to Mr. [redacted] back in December when we first received notice, and have worked with him to resolve his issues and make things right.

Initial Business Response /* (1000, 5, 2015/11/25) */
Contact Name and Title: [redacted],Coordinato
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@restorationhardware.com
Hello,
Ms. [redacted] called the Restoration Hardware Corporate Office for assistance with damages she claimed...

happened due to the negligent delivery team that she allowed into her home on November 14.
Ms. [redacted] received an estimate for about $1,100.00 for the repairs needed, the invoice she copied and sent to Fidelitone. Fidelitone sent a delivery man to hand deliver a check on November 20, 2015 to settle the property damage claim.
Ms. [redacted] advised of damages to the dresser the delivery team delivered, she was offered an exchange, which she declined. Ms. [redacted] requested compensation for the cost of the dresser and any delivery fees.
Restoration Hardware was in process to prepare the general release form when Ms. [redacted] requested all her merchandise for free as compensation for the delivery experience. Currently, Claim Coordinator, [redacted] is working with Leadership to settle the compensation request with Ms. [redacted]. Due to Holiday week, we are currently behind on resolution and responses.

Initial Business Response /* (1000, 7, 2016/01/25) */
Hello,
Our team has contacted client to assist with scheduling delivery.
Thank you.
Initial Consumer Rebuttal /* (2000, 9, 2016/01/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

RH is currently working on a solution for the client.  Client will be contacted within the next 1-2 business days.

Initial Business Response /* (1000, 5, 2015/10/29) */
On 10/28 - our records show client was contacted to process an exchange. The order is also being currently researched.
Initial Consumer Rebuttal /* (4200, 12, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from...

the business.)
I received the 4 new stockings today and they are in a different font (probably bold rather than regular) than the original 6. So now they are centered but the new four don't match the old two. At this point I would like to return all stockings for a full refund. I would also like for the company to pay for my return shipping.
Final Consumer Response /* (3000, 13, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received the 4 new stockings today and they are in a different font (probably bold rather than regular) than the original 6. So now they are centered but the new four don't match the old two. At this point I would like to return all stockings for a full refund. I would also like for the company to pay for my return shipping.
Final Business Response /* (4000, 15, 2015/11/18) */
Client has been contacted for resolution.

We Will investigate and reach out to the client.