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Restoration Hardware

  1. Downtown North
  2. University Hardware Store
  3. Palo Alto Store

Reviews, get directions and contact details for Restoration Hardware

Address: 281 University Ave, Palo Alto, CA 94301, USA
Phone: (650) 328-4004
State: California
Zip Code: 94301


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Reviews
Snotty employee walked by me, looked at me, straightened up, walked by me again, looked at me again, and didn't even ask if I needed help. When she sat with no one to help, I went over and asked her for service. But when she bullshitted me about not offering to help, I asked her to get someone else to help me. The other sales person was great.
8 years ago (17-06-2017)
Lesson: How to take awesome loyal clients and then lose them in one quick lack of customer service: My wife LOVES Restoration Hardware. And when people walk into my home, they love it. I mean the REALLY love it. Why? Because of my wife's insane decorating skills, and of course, the regular convoy of couriers delivering furnishings from you guessed it.... Restoration Hardware. So when I decided to build myself a barn, (a.k.a wicked man-cave), I naturally turned to my wife to make it spectacularly awesome. Step one: order cool barn lights from Restoration Hardware. So we did. A couple weeks later the UPS guy happily strolled right past my rottweiler that knows him by sight, to drop off my 3 large barn lights that would adorn my glorious cedar ceiling once construction was complete. What could possibly have gone wrong? Well, here's the thing. We didn't open the boxes. Construction was still going on and there was no point in letting the dust in. And why would we worry? I mean after so many happy experiences with all our previous deliveries, why would we ever assume they would send us the wrong lights? The confirm picture was right. The labeling was right, the size of the box looked right, why would anyone think that when you got a confirmation and boxes labeled 'vintage barn flushmount in distressed aluminum' that you would actually have 3 boxes of clear glass lights that don't even appear to be available as an option on the website?!?!?! Well that's what we got. Clear glass. Not Distressed aluminum. Amazing. Now I know what you are thinking.... why not just return them right? Well here's the next thing. We didn't tell the contractor what we ordered. So he didn't know he had the wrong lights. But wait. There's more. When the contractor opened the boxes to install the lights, we were in Japan! Yes Japan! For more than a month! Fast forward 6 weeks. After our time in Tokyo followed by a family holiday in Hawaii, we finally made our way home. I was excited to see the progress of the barn's interiors which were amazing. A few other RH products adorned walls and corners. and then I looked up. The ceiling was magnificent. A cedar panel ceiling was just the perfect finish to a perfect man cave......and then I paused....wtf was wrong with the lights??? OMG they were clear glass! I was about to tear my wife a new one because I had told her specifically no glass lights because how does one clean a light fixture that rests 30 feet in the air? Glass shows dust. Everyone knows that. As I entered the house yelling, my wife quickly pulled up the order confirmation that clearly shows the gorgeous barn lights we ordered pictured in 'distressed aluminum'. God that just sounds so much cooler than 'clear glass' don't you think? Alas, I was a bit frustrated but I thought no problem, let's just call RH and tell them they messed up and they can send us the correct lights. It would mean I would have to rent a scissor jack to reach the lights to replace them, but hey I could live with that. Well, how wrong could I have been?!?! RH did not seem to care at all once we told them the lights had been 'installed'. Had we not installed them, no problem we could return them, but since they had been installed there was nothing they could do. It's sad. It's actually sad that I am sad, but to be honest I had really thought that RH was not just a good provider of awesome stuff, but that there was a good company behind all that cool stuff. I was wrong. I graduated from business school years ago, and I remember the classes that talked about customer service. Maybe the execs at RH went to a different school or skipped those classes. Who knows, but either way, they just lost a really good customer over $525.00 on something that could have easily been fixed.
8 years ago (20-04-2017)
All the sofas they have on the floor are down linen super deep models. Zero variety to sample before spending thousands on furniture.
8 years ago (19-03-2017)
no longer offering holiday items in store. Everything else is over priced items with low build quality. No longer have any reason to visit these stores.
8 years ago (19-12-2016)
Overly expensive things. Fun to look at.
8 years ago (05-10-2016)
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