Restoration Hardware

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

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

We will reach out to the client

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

Initial Business Response / [redacted] (1000, 5, 2016/01/20) */ We will research this and contact the client Initial Consumer Rebuttal / [redacted] (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 / [redacted] (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 / [redacted] (4000, 15, 2016/01/28) */ We have provided compensation to the client as well as refunded delivery feesThe refund takes 3-business daysThis is standard banking transaction timeWe have also provided an exchange for the product

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that I will accept that they will contact me within one business day but this does NOT resolve it, just works towards a resolutionPlease see attached for proof of faulty material on wicker backed chairs.Sincerely, *

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

Initial Business Response / [redacted] (1000, 5, 2015/11/02) */ Contacted client and spoke to her regarding the delayClient 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 placedClient claims RH is responsible for costs because different pieces of her order are arriving separatelyHowever, per the disclosure of our emails, it is noted that: Custom orders ship separatelyThese items begin production immediately upon order and are built to your specificationsThey cannot be cancelled, changed, returned or refunded at any timeA non-refundable 50% deposit will be taken when the order is placed Initial Consumer Rebuttal / [redacted] (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 deliveryyes 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 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 / [redacted] (4000, 9, 2015/11/11) */ RH has reached out to client and left voicemailFrom the latest update in tracking the special order Cloud sectional, it is currently en route to our distribution centerRH will wait for client to connect with our offices to further discuss

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

Initial Business Response / [redacted] (1000, 5, 2015/11/16) */ Client is currently working with corporate office for resolution Initial Consumer Rebuttal / [redacted] (3000, 14, 2015/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Has not resolved problem yet or reimbursed me for my out of pocket expenses I covered due to their efforts and defects Continuing to work with corporate operations, awaiting settlement of expenses and providing non-defective product Final Business Response / [redacted] (1000, 27, 2016/01/19) */ Corporate office is at this time working with client to formulate resolutionClient has recently submitted documents for review Final Consumer Response / [redacted] (2000, 29, 2016/01/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Ms [redacted] has carefully tracked the billing, made adjustments and refunds where necessary, even when faced with a very convoluted RH billing systemIn addition she has graciously approved credited the replacement of the two shades, due to all the month fiasco I experienced with the window/shade orderThis is a generous restitution to me and, as far as I am concerned, constitutes a complete resolution of the case

Initial Business Response / [redacted] (1000, 5, 2015/11/25) */ Contact Name and Title: [redacted] ,Coordinato Contact Phone: XXXXXXXXXX Contact Email: ***@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 Ms [redacted] received an estimate for about $1,for the repairs needed, the invoice she copied and sent to FidelitoneFidelitone sent a delivery man to hand deliver a check on November 20, 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 declinedMs [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 experienceCurrently, Claim Coordinator, [redacted] is working with Leadership to settle the compensation request with Ms***Due to Holiday week, we are currently behind on resolution and responses

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

RH has spoken with the cunsumer and resolved the issue to our mutual satisfaction

We Will investigate and reach out to the client

We are currently researching the clients order and will reach out today.

Final Consumer Response / [redacted] (2000, 6, 2016/01/19) */ Restoration Hardware refunded the full amount back to my bankThank you!

Initial Business Response / [redacted] (1000, 5, 2015/11/30) */ Complaint is currently being reviewed/researched and RH will be in touch with the client within 1-business days to discuss resolution Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am waiting to hear what options for resolution RH is offering Final Business Response / [redacted] (4000, 10, 2015/12/02) */ Contacted client and discussed resolutionPending client's approval

We will reach out to the customer within business day

We have reached out to the client and left a voicemail providing our contact information

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