Dining Chairs Revisited

A.K.A. “Consider yourself boycotted, Restoration Hardware”

Back in October we ordered a set of six Martine Upholstered Chairs from Restoration Hardware. 

 

 

Approximately six months later, the set was complete.  

 

We placed this order with such confidence and excitement.  In fact, before the dining chairs arrived, we were SO confident in this purchase that we averaged an 8.5 satisfaction level!  We were dealing with Restoration Hardware, a company that seemingly prides themselves on being high-quality, high-end, highly-designed, and yet accessible to your average consumer.  What could go wrong?  We had made a large purchase from them in the past – two English Roll Arm sofas in Army Duck “Fog”.  Granted, it took nearly eight months for them to arrive, with me having to follow up regularly with customer service as they could hardly keep the order straight.  But, the couches arrived, as did an $850 gift certificate for our troubles!  They say money can’t buy happiness, but this time folks, it did.  And it guaranteed our returned business.

With the $850 gift certificate in our pockets, two comfy sofas in our family room, and a desire for dining chairs, we felt this was a company we could get behind with confidence. 

So let’s get to the point of this post, let’s review these dining chairs!  Starting with…


The Positives:

-To anyone walking into the house they look elegant.  When we were thinking about selling our house, every stager that came in would complement us on them. 

-They are comfortable.

-The fabric we selected (Perennials Textured Linen Weave in "Fog") seems to be sturdy and hides any potential stains.  We are both also pleased with the color of the fabric.

-The nailhead detail adds a bit of pizzaz.


The Negatives:

-The first set of chairs arrived with the wrong finish on the legs and all had to be sent back.

-The second set of chairs arrived about 60 days later with the correct finish on the legs but with “unfinished” welting around the bottom of the upholstery.

 
 

Customer service sent over an upholsterer to see if he could repair the welting.  He could, but RH refused to cover the cost, told me to select the best chairs, and exchange the unacceptable chairs for new ones. 

-60 days after THAT, the third and final set of chairs arrived with more “unfinished” welting and with tufting buttons hanging loosely by threads.  (How were these things making it passed inspection??)

At this point I was told to either select the “best” chairs and complete my set or return all of them and move on.  They were no longer willing to exchange chairs for me. 

After conferring with my husband, we decided to complete the set, use them for a few years, and then go “Office Space – Printer Beat Down” on them!  Had we paid fully out of pocket, we would have sent them back after the second set arrived and taken our business elsewhere, which we will do in the future.  Sorry, Resto, you’ve lost our confidence and our business.

 

My Satisfaction Level: 5

Husband Satisfaction Level: 7

Collective Seacrest Satisfaction Level: 6