Restoration Hardware - crazy!

[MarionC]

When I tried to get 2 replacement slipcovers - one for a chair and one for a couch seat...RS sent me a new set of 4 chairs and a new couch.
The "washable" linen covers shrank...I only need one for one chair, but since originally I had orders 4 chairs they had to replace the whole set. With the couch - the bottom cushion cover shrank and they could not send a new cover, but they can send a new couch!

They said in the future not to wash the covers, even though that is the label instruction.
I've had the furniture for over a year.

I also bought a children's washable fur blanket. I washed it and it was ruined. They said it should be dry-cleaned, despite the label giving washing instructions.
They replaced that too.

I can't figure out how they make a profit.
Wouldn't it be cheaper to have different cleaning instructions on the labels and the website?

 

[JewelFreak]

Unhappy experiences you had, Jimmianne, no fun at all. I can't believe the wackiness of what they sent you! I think they've gone crazy there.

Has anybody received their GIGANTIC shipment of 5, count 'em...5...catalogues? The package weighs almost 20 lbs. What the heck do you do with a thing like that? I haven't bought from RH in so long, I don't remember what or when -- why did they spend all the money sending me 5 catalogues? That just weigh down my recycle bin? Guess I could save it to use as a club on home invaders.

I've seen a ton of complaints on various blogs about these catalogs and the change in their inventory. Used to have stuff that fit real regular rooms, like in houses or apartments. Now it's huge furniture you need a mansion for, and bo-o-oring colors.

I didn't realize their quality had nosedived also, per Jimmianne's story.

--- Laurie

 

[asscherisme]

I got the catalog and was honestly disgusted by the waste. I have never ordered anything from them and thought it was such a waste to cold mail out a thing like that. I dumped it in the recycling bin. Huge turnoff to me.

 

[monarch64]

Jimmianne, that's crazy! Certainly does make one wonder how RH makes a profit. But you know, customer service is key to building and keeping business, and they wouldn't be a large company had they not realized they need to right all the wrongs. I theorize that they are able to profit by sourcing products/manufacturers that charge very little. When they have an "issue" at customer level, they are quick to say "how can we fix it?" return the product of concern, refund or re-product the customer, and then turn around and charge their loss back to the source/manufacturer. Also, every company with a solid business plan has a set amount of loss built in. They're willing to take a loss because they have already built that into their numbers, and also because they know it will build/keep future customers. I don't have a degree in business, but I do have a BS a related field and have spent almost 2 decades in retail. Shrink (or, shit) happens. Every good business is prepared for that. Sometimes, like in your case, there is a disconnect between QC (quality control obv) and the end product that makes its way into the hands and homes of the consumer. Sorry you had to deal with what is obviously an issue between manufacturer/labeling and the product being entirely mislabeled.

 

[kefira]

I got that huge pack of catalogs, too. Apparently, they are consolidating so they only mail out once/year. Nevertheless, I don't want to keep getting them, as I can shop online just fine. I went looking for a way to unsubscribe, but as I just did it last month or so, I'm not sure if it worked. I guess I'll find out next year.

Here's the link where I unsubscribed: https://www.restorationhardware.com/customer-service/catalog-cancellation.jsp.

 

[Gypsy]

I agree on the cold mailing thing. I bought SHEETS from them and they send me two phone books worth of their crap. My MIL bought from a wedding registry and got the same. Just ridiculous.

I like some of their stuff. Their bed linens have worn pretty well. Not amazing. But considering it was exactly the pattern/print I wanted, and I got them on sale... they are very nice.

I pretty much would stick to their wood products though. Their upholstered items don't really work for my lifestyle (6 cats) as they are all linen and velvet and I need hard wearing microfiber.

 

[missy]

I agree about their catalogues that weight a ton! And my dh and I each get one from them at both homes though we have requested no catalogues at all several times! Ridiculous. We stopped by their store in Red Bank last month to personally ask them to stop sending their huge catalogue but haven't yet seen if that worked. It frustrates me that they are being so environmentally irresponsible regarding this issue.

I love their sheets and comforters and have 2 comforters from them and multiple sheet sets. I like the softness and also the designs we chose. And I find they wear well as we have owned both comforters (and the sheets) since 2002 or so and no problem. With the exception of where our kitties have destroyed areas LOL but thankfully my dh was able to repair that damage. Those crazy cats of ours.

We also own a couple of furniture pieces from them. A lovely huge wood coffee table from over a decade ago is one that comes to mind. Gorgeous workmanship but I cannot comment to any of their recent pieces as we haven't bought anything from them for quite the while.

 

[MarionC]

I was very unhappy to receive that block of catalogs and called them right away to be taken off their mailing list. Obviously the mailing was a huge flop...or was it? Everyone is talking about/blogging about RH online.

The couch I got from them was not very good quality [even aside from the covers shrinking]. It was uncomfortable and never looked good -within minutes of someone sitting on it it looked like something from a thrift sale. I have convinced them to give me a store credit instead so I can start over, but I won't use the funds on upholstery.

edit: Missy

 

[momhappy]

The catalogs may seem incredibly wasteful, but I wonder how it compares to companies who send out regular mailings all year long? There are companies that send me catalogs once a week (and sometimes more), so I bet that adds up to an even bigger stack at the end of the year. I would actually prefer to receive one, yearly mailing as opposed to catalogs all year long. However, I would prefer to pick and choose which catalogs - for example, I don't need the RH furniture catalog because I don't buy furniture there, but I love their light fixtures and likewise, their lighting catalog.