Update 03/2020: BEWARE! I noticed an unauthorized credit card charge from RH, for $109 and change. Turns out they had renewed my annual membership WITHOUT ASKING! They had retained my credit card information and set up the membership as a recurring charge. When I phoned RH to report this, the agent said I would be refunded. No apology or explanation offered. HORRIBLE company.
I ordered more than $1k worth of merchandise, including a multi-item set of sheets. Although all items showed as in-stock when I placed the order, five items in the sheet set were noted as backordered ("will be delivered on or before X date") by about a month in my shipping notice. Given that this was a set of sheets (not useful if the entire set is not available), I called to confirm that they would indeed be restocked. I was assured that they would be. The day before the stated "on or before" delivery date for the backorder, I still had not received any shipping notice. So I phoned RH and got a remarkably dim service rep. I stated (clearly) what I was calling (backordered items, delivery "on or before" due date tomorrow, no notice of shipping, etc.), and she pulls up my account, hems and haws, puts me on a long hold, comes back and continues to say "hmm, huh," as if it's the biggest puzzle in the world. Really? I ask her, point blank, why she is so puzzled. She says, "Because you ordered multiple items and some of them were not delivered." Oh...my...god. I ask for a supervisor, wait on more seemingly endless hold, only to be told that "the items are being pulled from the shelves right now." Right, so RH dropped my backorder, obviously. She says the items will ship within 24 hours. She goes out of her way to avoid admitting that RH screwed up. Even though they should have sent me a notification that the backorder was delayed (of course, the real reason they did not notify me is that they dropped my order, but she does not admit this). I push her on the matter annoyed at further delays and she says that it takes 24 hours for the items to ship and then 7-10 business days to arrive. Excuse me? I am supposed to wait another two weeks? I suggest that she might expedite the shipping. She say she will look into that but probably can't do it because the items have already been entered into the shipping process. Really? She already told me the "items were being pulled from the shelves right now." It's all a bunch of BS to cover up the fact that they lost my backorder and I will have been sitting on a partial order for more than two months before I receive the rest of my items. How do these folks stay in business? I certainly wouldn't order furniture from them.
“The membership card is a trick! Do not buy!”
• Previous review
I *purposely* put together an order with RH that was large enough that the 25% savings negated the cost of the (annual) $100 RH discount card. So I put that membership card in my basket. All items in my order were listed as in stock and ready to ship. I even changed a couple selections because my first choices were backordered. Two days after I placed my $500 order, I got an email from RH telling me that one item was canceled because it was out of stock. This was a $108 item, so there goes my balanced order! I explained the situation to the customer service drone, and requested a partial refund of the RH card fee, since RH screwed up on this. I was refused, and was given a cookie cutter spiel about backordered stock, and how RH cannot guarantee delivery dates, etc. But that had nothing to do with an order that was all in-stock merchandise! So what was the suggestion for remedy that RH offered? The guy told me to buy another item that was in the same category but was made of a different material and had as little to do with what I ordered as apples have to do with oranges. Really? I would cancel my entire order if I could. I certainly will not renew my RH card next year. I'll probably wait for a sale and buy enough goods to cover the cost of the card, and then will have nothing to do with RH again. Is that a good way to run your business, alienating customers?