Restoration hardware

Impressive customer service - the second time round.. Good furniture, good after sale service. Parking always full - don't bother..

amazing store. Staff was so accommodating. Can't wait to get my furniture when it arrives.

We absolutely love RH furniture and designs; in fact, our house is mostly RH. So, when walking on Newbury we came across the RH here and had to stop in to check it out. One of the nice sales ladies greeted us and told us about the amazing history of this particular building and that it's the oldest in the Back Bay area and used to be a museum. Very impressive story! The selection is great as well. Definitely suggest stopping in, checking it out, and asking questions - you might find something you like!

I love RH stores. This one in Boston is very special. What a beautiful historic building that used to be the museum of natural history. It was so beautiful inside and outside. I walked in during the day just to tour the building cause honestly I wasn't planning to buy anything. I walked all three floors and saw so many nice pieces of furniture and home decor. Absolutely stunning.... This showroom is everything. The whole time I was there not a single sales person approached me, I guess they can tell who the real customers are and who the tourists are. I was there to admire the place.

every thing that I got did not last. RH replaced the furniture but the rug did not last, so was the sofa. it is so sad that such beautiful fur are so poorly made.

We have been a RH customer for many years. We have fully furnished 2 homes and now our condo. Although I'm a huge fan of RH I have noticed that every time I shop at one of there locations we have to chase someone down for assistance. Even when I schedule a design appointment when we arrive we are not met with initial enthusiasm and I get the sense that the associate appears disinterested until they realize how much money we want to spend and we will be paying cash. Other than the Atlanta location I would recommend some diversity training for all associates. RH is known for their high-end beautiful designs, however it should not be served with snobbery.

So, an average of 3 stars. It really depends on what you're looking for. If you just grabbed lunch in the Back Bay area and your friend's told you about Restoration Hardware, it's worth coming here to expand your inspiration bubble. The bedroom, living room, even the children's rooms are magnificently decorated. You'll try out the couches and wonder just how many sheep it took to make their 7+ piece couch set, and just how terrible that'd be on your allergies... And to be honest, the rocking chair in the children's room will convince you that you need a rocking chair for your non-existent children. If you're looking to seriously purchase furniture from here, the couches would make sense to try out - but the sofa collections are made up of pieces that are priced separately. So, if you really want the whole set... godspeed. If you're the type of person to spend $800-$2,000 on a living room side table, this is the store for you and I'd love to see your living room.

Okay ... So Restoration Hardware. First of all, the furniture here looks great but anyone who has been to an RH outlet will know, is not made on par with the prices they charge. When you spend $5,000 for a RH couch, you are paying for the stores like this one which display everything in a perfect setting and make it look as glamourous and luxurious as life can get. Go to an outlet and you see cracked tables, chairs with lopsided legs, couches with stains or indentations, curtains with pulls. RH furniture is made to look good ... Not to wear well or hold up. There are several websites that have taken RH couches apart to find craftsmanship equal to or less than what you'd find at a $500 couch discount store. The leather/fabric is nice and the design is too but the frame is made of plywood that is cheaply assembled with very little quality control. Perhaps the expectation is that if you shop here you'll be able to replace your furniture after a few years of wear. It's basically a Toyota with a Bentley body. This store as others have mentioned is a showroom. You go here to get inspiration for your rooms and look at how wonderful the pieces look in the perfect, ideal conditions so when you get them into your house, unless it's a multi-million dollar house, you'll likely say, 'Hmmmm. It looked different in the store.' Don't think you'll be able to walk out with anything ... It all must be ordered and delivered. This is not a store experience designed for anyone who makes under $500k per year. The expectation is that you will sit down with a designer after walking through the store and have them pick out $25,000 worth of furniture to be delivered and set up in your home. The overhead must be amazing on this store!! It feels like an empty high end hotel. It really is a shame because these spaces are just begging to be used. Instead you walk through an eerily empty bunch of rooms and your footsteps echo off the ceiling. The top atrium makes you want to sit and read a magazine on the furniture ... I'd imagine you would be escorted out for doing so but for only $10,000 you can have the same outdoor set delivered to your own house. Overall, it is surprising one of the levels doesn't offer immediate gratification such as towels, blankets, sheets or packaged drapes but my best guess is that they don't want folks coming in to buy $200 worth of curtains. They want folks to come in and drop $20,000 and not have to feel like they are shopping with others. The salespeople are not pushy and let you walk around and browse without bothering you. Something the less expensive furniture stores don't offer.

This is by far the best RH I've been to so far. In a building of their own with 3 stories and a lower level, this place has a immaculate showroom. In town visiting and had to see this place.

The cabinets we got were incredible, yes it's expensive but we received it in a week unlike other stores that were giving us a 36 week time frame for delivery ! With this Covid BS - no one works anymore! This place is reliable and worth it if you have the $, the cabinets are sturdy and well made !

Overpriced cheaply made furniture from China. The furniture doesn't even look nice. This is very average stuff. No one offered to help us and there aren't any swatches. For the same price point, buy American made (for example - Highland House, Century, Newport Cottages for kids furniture, Wesley Hall). These companies all sell a wider range of fabrics, including performance fabrics, their products are manufactured in the US and they will stand behind their products.

I called the store to inquire about whether or not there was a restaurant on premise. I was told to check the site instead of calling. I tried to explain that I saw an article about there potentially being a restaurant on site and was told that "thinking about it isn't the same as having one." It was rude. I asked his name it was "Jacque". You are a reflection of the people you hire.

I thought I was swimming... in a sea of beige and brown. Is color against their religion? FURNITURE: Impressive, larger than life centerpieces and chandeliers. As striking as I find their furniture to be, industrial metal art pieces, no Back Bay Condos I know of can not accommodate them. Although, I DO wish I had room for their one-of-a-kind, 20 foot Eiffel Tower on the top floor...*smile*. STAFF: We were greeted by staff in EVERY room we entered, but it is their first week open. So, they may be over staffed now. BAR: They are opening a tiny jazz bar on the fourth floor soon, with wine and live music (baby grand piano and guitar). Hope they plan to showcase some of the local talent! THE DEAL: This store is NOT suitable for small children, posing so many safety hazards. Children could fall down the cement steps or stick their hand in the large gap in-between the floor and the elevator. Also, the entire center of the 4 story building is beautifully wide open, BUT...the metal gate keeping adults from falling has a lot of gaps in it too wide for toddlers.

I'll start here: I love RH's products. I really do. I decided this past January to furnish an entire room with RH furniture - a long time dream of mine - but the service and experience I've had in getting my items delivered has been an absolute disaster. I ordered two end tables, a custom chair, and a coffee table - all delivered on time, without damage. A+ But then I ordered a desk lamp. It arrived on time... scratched and damaged. I returned it via mail and received another one a week later. Didn't work after one week. I returned and ordered another one. One week later and it still works... we'll see if it lasts. I ordered a shelf to put on my wall. It arrived in the wrong color. I sent it back and they sent the exact same shelf - still the wrong color - back to me. On attempt #3 I finally got the correct shelf. I ordered a desk chair and desk. The chair was custom ordered so I was told up front that it would take 3 months to deliver. Annoying, but okay. I told RH I wanted the desk to arrive with the chair, as obviously, they would go together. They promised it would arrive with the chair since the desk "isn't custom". But it didn't. I ended up with a desk chair and no desk and was told that the desk would arrive a month later, because it was no longer available, leaving me with a computer chair sitting in the middle of the room! "But, you're first on the list to get a new desk once it's available" I was promised. Except I wasn't - another "apology email" from RH came today: The desk is being delivered another 3 weeks later than the first delayed date because "my desk didn't fit on the truck". The desk that's already been delayed twice is being further delayed another three weeks. I wasn't first on the list, obviously. Another week, another call to RH customer care. I now have them saved on speed dial. For the record, if I had $1 for every, "there's a problem your order" email I've gotten from RH, I'd have $14. No joke. At this point I've had to call the RH customer complaint line SEVEN times. I've also had several calls with the Boston showroom. All I'm EVER given is a "I'm so sorry to hear this, it won't happen again". Except it does happen again, and again, and again. RH is completely unwilling to do anything but apologize, but won't ever do anything to make things right. No willingness to rush deliveries, offer monetary compensation, etc. Today, their rep told me, "I understand you've had problems with other items but for the desk, you've only had two issues I can see in our records. And we look at each order individually before deciding whether the customer gets any special treatment." That makes a ton of sense, right? I've "only had two issues" with this order, and the fact that I've had several other problems with other orders literally isn't considered. If you intend to purchase something from RH, make sure it's in stock and doesn't actually have to work. And try to get everything they promise you in writing, because I keep being told, "Well our records don't show that so we can't verify your complaint". They'll tell you what you want to hear to make a sale, but when it comes to actually delivering on it, they basically say, "Sorry, not sorry. We'll try to do better next time" Walmart has better service and more regard for its customers. I understand I might not be the typical RH customer - I'm not a millionaire and had to save up for a long time to afford the products I bought. But I spent over $15,000, which is a lot for me. Maybe if I spent another $100K they might start to care?

You don't really come here to buy things....just to look so it seems. The staff must have received some training (based on what I read from past reviews) because they were nice and even joked about the size of the store (one guy saying that they only have a closet size of sell-able items). They also now have free shipping if you buy in the store and they don't have it, so that helps. What I really learned in the store was that the chairs that look uncomfortable are the ones that are are comfortable and the ones that look comfortable are uncomfortable.

I really wanted to like this place....in the worst way First the good. The displays are nice, and the products are decent. The salespeople seem good at least at first. The overstressed delivery guys do their best HOWEVER, RH has a fulfillment problem. They can not tell you where your products are and do not seem to be interested in moving the process along We bought our baby furniture (bed, changing table, crib and curtains) in June/July for an early September date. The baby was due earlier so we asked for delivery in August still two months after we ordered and paid for it It was a battle for delivery....a few observations: They all say I would receive a call back within 24 to 48 hours. Dont believe it. That will never happen Dont call their warehouse. Even if you want to pick it up...."They do not work that way" They do not have software to locate whatever you bought. It is the most disconnected buying experience you will every go through So you have to project manage your delivery In our case, we had three separate deliveries and picked up the curtains, then the rods at the store The store manager actually is a nice guy. You probably should start there when you will have issues (notice I said will). At one point, I said given my history do you think I should expect my chair soon He said probably not.... So I said I admire your honesty...see if you can find it today. If you can deliver it, if not no hard feelings He was able to find and deliver next day....and why not they had the chair for 12 days So you can buy some nice furniture.....but be prepare for the ordeal afterwards. It may or may not be worth it...depending on how you value your sanity

Absolutely the most frustrating retail experience possible. From trying to get a response from the "sales" person to scheduling delivery. Sales people in the gallery are very unresponsive (must not be incentivized to make a sale) and it took multiple emails to try to place an order. Then once you have purchased an item, getting it delivered is another headache. If you miss their call, calling back is at least a 45 min ordeal on hold. I had a number of conversations where they promised to call me back and never did! Terrible customer service. The ONLY good part of the whole process is the delivery teams who work so hard, are super nice and very professional.

This place makes no economic sense to me. This store is located in an old mansion surrounded by a large garden between the Public Garden and Back Bay. It's been completely remodeled into a showcase furniture store. It's impressive enough due to the remodeling to be a venue for events. It's very impressive to just walk through the store. The cost of buying and remodeling this four floor mansion must have been stupendous. I know the furniture here is expensive, but how many pieces of furniture does RH have to sell to make this work?

As someone who specs Restoration Hardware finishes (bath fixtures, hardware, lights, etc) for clients, I was under the suspicion that a place of this size would display everything its 4 pound catalogs boast. When I was curtly told by the sales associate that the store does not carry any models of their sofa beds (last I checked online, they had 16) in their luxurious 40,000 square foot flagship store, I was dumbfounded. We were subsequently helped by a nice gentleman that really tried, but didn't seem to really grasp that... we just wanted to see some sleepers, damn it. I was so appalled by the superficial, poorly made "luxury" furniture that I don't think I can buy anything from RH going forward. For now, I will faithfully stick to House of Antique Hardware. If you're a Made in USA type of person, I'd stick to Room and Board. Otherwise, you'll feel like you need a shower afterwards. Or maybe, you own a McMansion in the suburbs and this fits you perfectly.

I have had a horrible experience with RH. I purchased two dressers and a headboard for my bedroom. Within a couple months all the pieces were dramatically cracked. RH agreed to exchange them. Within a week the replacement dressers began to warp and pieces of the top actually curled up and off. The delivery service RH uses has been the worst. They aren't able to move the large pieces of furniture I've purchased and have had to return with a three man crew on three occasions even after RH was told I needed three men to move the pieces up the staircase in my home. Using their customer service line for help has required hours of waiting without any satisfaction or resolution of the issues.

This has to be probably one of it's kind shopping places anywhere in the state. Everything is pretty and beautiful. And the displays - can I say - impeccable? I don't have a mansion of a house where I personally feel most of the things belong - (unless you are a dummy like Aaron Hernandez who excels at running his what could have been an awesome life down the drain and would have never known what class means! - sorry had to bring it up - still mad with the idiot ruining our chances to win a few more Superbowls!); I have come across amazing things while browsing through their online catalog and have found the same on display at this beautiful Boston location. Some of things I found suiting my needs are their area rugs, beautiful blankets and throws, corner tables / stands made out of age old wood, fine linen and similar household furnishing items. Again, I wish my house had the kind of high ceilings one would need in their palatial homes to put in one of their fabulous chandeliers. It is truly remarkable how they have designed the layout of the place. I have not been to their other locations, but wonder if they match the style of the interiors like the one here in Boston. Anyways, it has always been a pleasure shopping here whenever I have to come and pick up any of the things I found online or confirm something before placing a home delivery order. The staff has always been helpful and so far I have never had any problems with any of my purchases. Even their home delivery service is quite spectacular. There is enough communication post placing an order and follow ups prior to the scheduled deliveries. The delivery staff is just as polite and courteous as the rest of the team at the store itself. I wish they stay the same and keep providing luxury options - big and small, to make things prettier at home!

We did our baby's nursery from RH. I love love their furniture (although we have not used it yet as I am 4 week away from delivering). We bought: 1) Colette Tufted Crib 2) Haylan Dresser and Topper 3) French Vintage Rocker 4) textured plush animal rocker 5) and some lamps and accessories As far as the furniture, I will say crib and and the rocker are SOLID!! The dresser is a bit lighter than what you would expect but we shall see how it fares once its been put to use. The hardware is a bit cheap feeling but that is the least of our worries. The issue with our entire shopping experience has been with being overcharged (repeatedly) for shipping charges. We first ordered the crib and the rocker (March) which was post dated to be delivered in late June. The sales rep. told us that we could add additional furniture before the delivery date and not be charged another $159.00 shipping fee as it would be one lump sum charge of $159 for as much furniture as you want. So a month after placing my initial crib order I added the dresser and topper as well as a bathroom vanity. At the time of shopping for these items I was told that although the charges were showing up on the current bill they would be reversed and would show up on my credit card as 'credited' within 3-5 business days. Well, here I am a few months later, and 4/5 phone calls later and still reversal of charges. All of the furniture was delivered on the same day but I was charged three times for the delivery. It is getting to a point where I have decided to write a letter to the State AG's office to complain as now I consider this practice of telling a customer their delivery charge will be refunded and not coming through to be systematic fraud. I first called politely and was assured that the matter would be taken care of and was given a sincere apology. After a few weeks I checked my credit card and still no reversal of fee. This prompted another call--which prompted the same apology and diatribe of we are so so sorry--no results!! As of last Wed I have made 4 phone calls and the charges have not been reversed. The store also doesn't seem to have a store manager or anyone in charge, which could be contributing to the issue. However, as a customer that is not my problem as I am paying premium prices for premium service and product--with which I have no problem but I do expect not be blatantly lied to and defrauded. I love RH's furniture and hope to shop there again but for now I am utterly frustrated--which is not good for a 8 month pregnant woman.

I am shocked by all of the negative reviews. I must say, my experience here was flawless. The sales people were readily available and easy to locate. The woman we used brought us all around the store to show me the different finishes on the dining table and was extremely patient while I measured and investigated the piece to be sure it was exactly what I wanted. The transaction is done right on a cozy display sofa - effortless. With bottled water to boot. The delivery was super fast and convenient - worked around my schedule, called when 30 minutes out. Super nice and clean delivery guys. Worth the 200 dollar charge. Even better, we had a crack in one of the table legs and their phone customer service is VERY HELPFUL and prompt and scheduling a replacement in the next 2 weeks. Very happy customer. Makes me want to shop here even more.

RH Boston is a magnificent store, both in its building's structure and its room displays that are set up so beautifully that one wants to buy everything. Unfortunately, we have had so many issues with orders written in the store with the RH designers that are incorrect, on-line orders and returns that never materialize as credits, and incorrect bookkeeping that we will never buy anything else there. Goodbye to the beautiful wall units! Cannot handle the stress that shopping at RH, both physically and on- line, entails. Lesser expensive stores that we have purchased from may not be remotely as beautiful, but they do have much more efficient customer service.

I had a terrible customer service experience at this store. I recently went to the back bay location to pick out a sofa. I figured it was best to deal with a contact at the store (as opposed to ordering directly online) just in case we had any issues, that way we would have someone to deal with personally. Boy was I wrong! We placed our order on a Sunday evening. Overnight, I had a change of heart regarding the color of the fabric. In the store's defense, this was 100% my fault and they do state that all custom orders are final. But considering we placed the order on a Sunday night and the order takes 8-10 weeks, there is no way my sofa fabric was going to be finished by the next morning. So on Monday morning when I contacted the saleswoman that I wanted to change my mind, I was really upset to find out that there was "nothing she could do." The woman was short and blunt with me, pretended to feel very bad, claimed that she spoke with everyone and did everything she could. I asked her if I should try to call customer service through the website myself and she assured me there would be nothing they would do for me. Luckily I did not listen to her. I went straight back to my office and called customer service, who was shocked that the back bay location wouldn't make the switch for me. Customer service acted like it was the smallest change in the world, and they made the switch for me in under 2 minutes. Long story short-- your best bet is to order directly from the website. If I hadn't called customer service myself I would be stuck with a $3,500 sofa in a color I hated.

Ordered high end kitchen table. After 9 months, table has lead to be eVerything as expected. Would definitely recommend accordingly. Looks great And holds up well! Side note: installation crew-awful! You MUST check product to make sure everything is set up as need be before they leave. Had issue with half assembled table and realized next day, in which they did nothing to resolve.

(score 1-100) - 80. This is the old "Louis" store that closed and has had a million dollar renovation on 4 floors. It is very big beautiful with lots of pricey and super large furniture. I am not sure if most of things that they are selling will really fit in most Back Bay Condos but it looks good. The theme currently is very very Khaki...you know what I mean you get a chance to visit. There is a 20 foot eiffel tower on the top floor which seems to attract a few picture takers. Lots of customer service and many people to assist you if you are in the market for a "Limo coach". What is a Limo coach you ask.. ya know one of those coaches you can fit 10 plus people... There is going to be a great little wine bar (not currently open yet) on the fourth floor with live music (There was a baby grand piano and an electric guitar with amp ready to go!) which should be a nice little addition to the neighborhood.

Seriously this was the nicest Restoration Hardware as far as aesthetics go, I don't think I'll ever look at any store the same way again. It appears to be housed in a building that was perhaps once a museum or a library so some of the features within the building itself are a delight to marvel at. This place is high end, with price tags to match. Granted the displays and some of the furniture are beautiful. If you're not restrained to modest budget its certainly worthwhile to check this place out. If I came into some money I'd glad purchase several of the pieces they had on display. Also they have some sort of membership program where members pay discounted prices on most of their goods so if you are considering making a purchase the membership might be a worthwhile option to consider as it might pay for itself depending on your savings. The staff too was friendly and greeted us and asked if we were looking for anything special, but they were by no means pesty nor did they follow us around.

I called the store to inquire about whether or not there was a restaurant and I was greeted by a very rude and arrogant man. He did not give me an answer and told me not to call in the future but to "check the website". I told him that I had only called because there was an article online that said they were thinking about opening one and I could not find information about it. He told me that "thinking about it is not the same as having it". I hung up. This is absolutely terrible customer service for an innocent question. If you are in charge, I recommend talking to this employee.

had no interest in this beige world but in googling kitchen bar stools online, found industrial ones on sale here so went to look, liked, ordered. then saw it, an RW brunswick pool table, omfg. growing up had one at family home and thought, i wanna. but sooooo dang expensive. before thanksgiving got an email it was on sale for 3 days with free delivery+install. took the bait. very poor now but very happy (if still justifying).

I tried to go to see/buy a couch from the urban scale collection (the store is in downtown Boston), but they don't carry the smaller scale line...I tried to buy all new towels, accessories, and bath mat for my bathroom, but nope they don't sell any of those...I tried to go see what their gray lamp shade color looked like (since there was no color picture online, grr), but no, every single (!) shade in the store is in "sand." Lesson learned: this store is not a store, but you can view a small selection of very large items in one color/fabric. The sales staff just use iPads...as a customer i am not a fan of that (I can Browse/order items online myself quite well and unassisted). Very disappointing.

I just received 12 inches of catalogues from Restoration Hardware. I don't believe we have ever order from them I really don't think much of a company who is so wasteful and with a disregard for the environment.

The worst furniture buying experience that I ever had. The store in the Back Bay is magnificent and the sales staffs are very friendly and knowledgeable with their products but their delivery service is completely horrible. When we first went there back in the beginning of December, we purchased a sectional, a coffee table, and 2 stools and the salesperson was very friendly and helpful. She even brought in one of their interior designers to help us choose the pieces that will go with our house. When we purchased these 3 items, they told us that it would take 2 months to get our sofas since it was special order. We were Ok with the timing. And she also told us that if we purchased anything before the delivery date, they could link all of our orders so we don't have to pay extra delivery charges and they will delivery all the items all at once. Boy, they were so wrong about. We had then gone back 2 more times to purchase 2 nightstands, a mirror, a carpet, and a carpet mat On the second week of January, we received the stools via UPS, which we thought was odd since they were supposed to deliver all of the items together. A couple of days later, they called us to schedule delivery for the sectional only. When we asked the delivery company, they told us that they don't have anything else listed for our address except for the sectional. So we called the customer service and they're completely horrible. They had no idea why the coffee table, nightstands, mirror, and carpet are not getting delivered the same time. They couldn't even tell us why the coffee table which was purchased at the same time as the sectional was not getting delivered at the same time. They told us they would call us next week to schedule delivery for the rest of our items. The week after, I received a tracking number for the carpet mat which is going to be delivered through UPS. Again, another separate shipment that we thought was supposed to be together with the rest of the stuffs. So our carpet is going to arrive before or after our carpet arrives. That doesn't make sense whatsoever. I don't understand why they can't ship the carpet and carpet map at the same time. A day later, we got another call for delivery on our nightstands and mirror but still no coffee table or carpet. We called back again to the customer service and again they are no help at all. They told us they would deliver those 2 items at different times even though at the store, they told us that they would deliver everything at once. A couple days went by and they finally called to schedule delivery for the carpet and coffee table. They've scheduled to come between 10-12 but they never show up. Again, we called the customer service and again they can't seem to know what the heck is going on. They couldn't seem to reach the delivery company that they use and they had no idea why they didn't show up. If you're going to outsource your delivery, then you'd better make sure that they're actually reliable. They finally arrived to deliver the carpet and coffee table. When the delivery guys came, we told them if they could move back the sectional after the carpet was installed and they told us NO because they weren't the ones who deliver the sectionals that day. At the store, the salesperson told us that the delivery guys will set up everything for us the way we want them but I guess that's not the case if the furniture is all delivered at separate times. When we called to complain how horrible their delivery service was, they just didn't seem to care. When you tried calling the store, you get forwarded to the voicemail of a woman who will be out of the office until April 2014. Well, I guess that just shows you how committed they are to the customer satisfaction. We have had so many headaches and frustration with this whole purchase experience that we told ourselves that we will never again purchase another furniture from them. It's a shame how bad their back end of the business is as we do love the furniture that we bought from them but for the amount of money that we spent in this store, we would expect a better customer service and delivery service from them. One other thing that we noticed that instead of billing us for the full amount that we purchased, they have broken every charge by the item so we had multiple charges from Restoration Hardware by odd amounts. I'm convinced that they're doing that to confuse us and in case if they overcharged us, we wouldn't notice since it's broken down to multiple charges. We ended up having to manually add up all the charges over the spans of 2 months to make sure that they didn't overcharge us. It was just ridiculous.

I wish I could give a no star rating to this store and the incompetent person that "helped" me with my order. I had to return many of the product that I had order, because they just can't get them right. I had order custom roman shades in store and I asked to make sure they are all continues loop, not once but we went over the order twice, to make sure it's right. When I received my order, a month later, you guessed it, wrong, wrong and wrong???? It makes me so frustrated. And yes, don't ask for help from Dana, she's the person that couldnt get my order right twice.

As a bricks-and-mortar store RH (Boston) fails miserably! I understand not being able to purchase, and drive home with, large items like furniture, however we went in recently to purchase several small bath accessories (tissue box cover, soap dishes) and found they had no stock at all. Of course they were happy to order the items for us, for which we paid over $22.00 in shipping costs. While we are happy with the items we ordered we won't be shopping at RH again!

I'm so frustrated with Restoration Hardware right now. The new Boston store is amazing to visit -- ONCE -- but it looks like a night club. My first reaction was, "wow!" My second: "I guess they needed 20 foot ceilings to make their huge oversized furniture look normal." And my third reaction, by the time I was on the third floor, was, "okay, enough with the mushroom brown and tan linen. Let's see some other options." As others have said, the store is totally non-functional. I wanted to buy some light fixtures and cabinet hardware for my new kitchen. I couldn't even view them in the store much less buy them, so I had to buy them online, pay ridiculous shipping charges, and wait months to get them. The store has a wow factor, but it's not really a store. And apparently it's the only RH store left in Massachusetts, so now I have to pay return shipping on all those cabinet pulls that didn't work out because their fit is slightly off.

Furniture is all very deep seated and very uncomfortable. They said that they have other size options, but show none of them in their gigantic Newbury St. store.

This RH location is a gallery showroom focused on furniture. We went there wanting to examine bath hardware that we'd seen on the website, but this location had only a few items on hand (knobs, pulls, and one or two faucets). The trip was a complete waste of our time. Also, while the staging of the furniture they do have on site is very nice, the relevance of that staging is sometimes questionable. Do you have 30-ft. ceilings? If not, that lovely 2-story canopy bed arrangement may not work so well in your apartment. Summary: if you want a RH item and want (not unreasonably) to see it in person before buying, call first and see if they even have it.

RH doesn't not stand behind their furniture. I purchased a $1700 glass cabinet 6 years ago and out of the blue, one of the glass sides spontaneously cracked into simithereens. I took photos and showed the manager who was quite pleasant, however in the end, because the cabinet was too "old" (6 years!), he informed me they were not responsible. There is no question there had to be something wrong with the glass for this to happen. While I was there, he contacted their "furniture repair company" (for which I was willing to pay) and who so far has not contacted me. A seriously disappointing experience to say the least.

This is a showroom, akin to attending a car or trade show. You don't necessarily come in here to buy large pieces on the spot but to interact with them and see if they'll work in your own environs. They do have some small things you can purchase. I honestly don't understand why everyone expects to come in here and just pick things up like they'd go to Ikea. This is not that kind of store. Their inventory is enormous and I use the showroom for ideas and then purchase things online. I've honestly never had a problem.

I absolutely love visiting this store. It is beautiful and the staff is very knowledgeable. I recently purchased a dining table and 6 chairs. Deanna was very helpful with placing my order, and the delivery guys went above and beyond! They had to remove my door to get the table to fit, but instead of being frustrated they just laughed and made a joke. I would definitely recommend visiting and placing orders through the store :)

So super cool stuff in this store, very high end, so I'll give it stars for that. Although, I'm really disappointed about how one of the salespeople ordered offline, why don't they have certain things at the store? What's the point of even having a store if you can't buy a majority of what's in it the same day? Also, I told this sales lady, the one that ordered it online , that I was buying my purchase as a gift, it came to the house today, and it says RIGHT ON THE BOX what it is. HELLO! Now the gift-receiver (with whom I live) knows what it is. Thanks for ruining that surprise. So disappointed with how this "store" works.

Overall, I had a very good experience with Mary and the RH Team in the Boston store (as the other reviews say, the store is really beautiful). It started when they let me in after they had locked the doors, and let us shop a little late. We then ordered many many pieces of furniture -- couch, chairs, dining table and chairs, console tables and the best media stand I have ever seen and absolutely love (Lasalle metal media cabinet). The team was great to work with. The sales experience was great. Everything came in on time except the media cabinet. One piece had some spots on it, and it was quickly returned and replaced. Love the furniture. The media cabinet took a long time -- I think it was a new piece so it took a while and had some setbacks, but at least the communication was good and now that it is here I love it. While it wasn't perfect, I always felt like Mary and the team proactively communicated and were easy to deal with. Now that it's all here I'm really happy and recommend going there if you like there style.

I thought I will be the first person to write a Bad review but I was wrong! Long story short, I ordered window treatment for our living room, and I was told on the phone to expect it within 3 weeks the most by an associate Matthew B. Well, it will be 3.5 months until I get them. CAN YOU BELIEVE IT??? Not happy that Matthew did not make an effort to tell me at the time or even after I placed my order. I found myself after waiting for a month for my window treatment! And I have bought other furniture from there as well.

We purchased the Boule de Cristal 24 inch cord pendant chandelier but it turns out, it is impossible to hang. The thin steel safety cable provided to hang 168 pound chandelier broke. The screw for the brass plate that was instrumental to hang this chandelier broke. One of the canopy screws broke. (That could mean 168 pounds of glass falling on someone's head.) The fixture cords frayed. The glass globes rained tiny shards of glass whenever they gently touched each other, which must happen to tediously ensure the globes are level. After 12 hours, our 2 experienced and creative electricians stopped. While RH took the chandelier back without issue, we needed to have the holes in the ceiling repaired and ceiling repainted. This rating falls far below 1 star--very poorly designed!

If I could give this place 0 stars, I would. I'm in Boston visiting my alma mater, up from Texas after a short visit in NYC. When I entered the store there were two sales people at the entrance. They couldn't be bothered to stop socializing long enough to say hello to me and ask me if I needed any help. I received the same cold shoulder when I was a student here, but I thought it was because it was obvious I couldn't afford anything. I'm now a successful businesswoman and I receive the same treatment? Is this how they do things in Boston? Maybe people that go to RH don't usually buy so the salespeople assume it's ok to ignore the fact that you exist? After the warmth I received so recently while shopping in New York and because people in Texas are so friendly, this kind of treatment was shocking. I look forward to shopping in my local RH back in Texas.

I'm not one to rate retail stores but this one is out of this world cool! The largest restoration hardware in the nation. Great showroom(s) inside a breathtaking building! The staff here is fabulous too! Stephanie on the third floor was very polite!

I walked into Restoration Hardware as a woman on a mission. I had to see one of their rugs up close and in person. As the door man/security guard opened the door for me- my breath was literally taken away by one on of the most beautiful stores I have seen. Great job on this renovation! 3 stars for that alone. As I walked through various "designers" made eye contact with me and smiled when they greeted me and gave me directions for what I was looking for. So far- ok. But when it came down to me actually seeing the rugs- there were none displayed. At all. Just some swatches that were rolled up on the basket on the floor. And all those nice "designers" all disappeared when I was looking for the rug that I had to see. So aggravating when I couldn't find the very rug sample that I took the subway to see! I gave up. When I went online I saw that you can pay for a rug swatch-like $16 or something. I may end up doing that because the people there were less than useless. Reminds me of a museum of beautiful furniture- but nothing remotely useful about it.

Furniture: beautiful. In-store service: attentive. Service after the sale: disastrous. After purchasing a large couch and having a good experience, we bought a dining room table and chairs and that's where things went awry. We were told by the salesperson that the table's casters could be locked. That was a lie. The caster have to sit on unsightly plastic coasters to keep the table from rolling away. The chairs, also on casters, arrived wobbly with no way to fix at home. Calls to customer service were a comedy of errors, with service agents outright lying to us, not returning calls in a timely manner, and making the whole experience a total bummer. We were excited to spend several thousand dollars at RH and expected to also update our bedroom and the post-sale experience soured us on the brand and we will seek alternatives. Also, their $150 unlimited shipping applies whether you spend $4000 or $400. So, if I want to get one more chair for my dining room, I'd be paying 30% of the chair's cost in additional shipping. No option for in-store pick up. Ridiculous and not customer friendly. Delivery company was really good. Called often and delivered on time. It took an act of God/marvel of physics to get the couch into our living room and they made it happen.

I just bought a $1200 lamp at Boston RH store. I received within 3 weeks after order, which is ok. But the phone they gave us to get an appointment for the delivery was always on voice mail. When they finally delivered the product, the lamp was ok but the shade totally ruined !! Why do you deliver a bed product, guys? Think about it before delivering it !!