It’s been 8 months since we made one of our first “grown-up” furniture purchases of this Restoration Hardware dining table. It’s pretty, huh?
However, I’d like to share the drama we went through getting this table, as it has been quite the comedy of errors…not to be a Complainypants, but more as a cautionary/informative tale. And so I can offer a review of my experience and a review of how the table has held up.
Prologue. We pulled the trigger and purchased this table in June in the Year of Our Lord, 2014 (and we paid $249 for delivery to us in the outer suburbs of Grand Rapids. IRONY: shipping to my parents’ farm which is in a considerably more rural area, would have been $100 less. Booo.).
Chapter 1. Our “first” table was “delivered,” and by that, I mean that the delivery guy came up to the house, rang the doorbell, and proceeded to tell me to “sign here to reject this shipment” because apparently the table had been badly scratched while in the truck. I never saw the scratched table, but I signed and we proceeded to wait another three weeks for table number two (you may recall this story from my first blog post about this table). However, Restoration Hardware receives points because, when I called to formalize the table exchange, they refunded me 20% of the purchase price. Yay!
Chapter 2. Our second table arrives using Restoration Hardware’s standard “white glove delivery service” (they use what I believe is an independent delivery company). The deliverymen did an okay job. They did have large moving blankets they used when they brought in the table, but they also had to *assemble* the table (put the top on the bottom with a few nuts and bolts) and they 1) initially thought they didn’t have the correct tools and asked to borrow my drill (though they did in fact have the correct tools) and 2) didn’t know how the table went together (I had to show them). Huh?*
*More on the deliverymen later. #foreshadowing
In the hubbub of the delivery/assemblymen’s arrival, it didn’t occur to me to actually INSPECT the table. Once they’d left, we found several noticeable dings/scratches on the table’s edge.
NOW. Would I actually have refused delivery for these relatively small flaws? Probably not. I was just excited to receive my new table (especially since we had moved our old table out of the dining room weeks before in anticipation of Table #1)! But I wish I would have said something at the time just so it was on the record. I don’t want anyone to be put out, but I do like to be heard.
Chapter 3. We enjoy our RH table for 8 months, and here’s where my “wear and tear” review comes in. It’s been a mostly good experience. A few things to note
- The tabletop and pedestal base are not firmly attached together. If you put your elbows on the tabletop, for example, the whole thing rocks a bit.* MORE ON THIS LATER.
- The top of this table has a very smooth surface with a matte sheen. Water/liquid rings leave a different sheen on the table, but we’ve always been able to wipe them off with a damp cloth.
- We’ve had to be VERY careful to avoid scratches (which show up easily on such a smooth surface). It’s only Kenny and I–no kids yet– and we only eat 1 meal at the table each day, so you would think this would be fairly easy, but we haven’t been entirely successful. The worst was when I slid my glass terrarium about 6 inches across the table: it left a series of small scratches before I realized. Now I am VERY careful with wooden trivets, etc., often using a runner to cushion things.
Chapter 4. One evening about a month ago, Kenny was cleaning underneath the table and notices: a 3″ CRACK, located at the top of the pedestal base where it supports the tabletop.
Now, is this VERY BAD? No, it is not. But it is kind of bad (and could get worse). So I decided to call RH to see what our options were. They were very helpful and apologetic and decided then and there that they would send a “furniture medic” to come and assess the situation to see if it could be repaired. However, a few days later, I receive an email saying the “furniture medic” would be unable to repair the table and they were wondering if we would like to move forward with an exchange. Well, sure we would (though the frugal/hoarder/green-minded person in me is being RACKED with GUILT over how much waste we? they? are causing).
Chapter 5. I receive an email directing me to call RH to begin the exchange process. I do so, and they inform me that they will first refund the initial purchase price of the table, ship the table, and recharge me for the table. That’s fine, I say. Immediately after I get off the phone, I realize we closed the credit card we’d initially used to purchase the table, so I call back and give them new account information, which they promise to use for the refund/recharge.
But on 3/16, when our credit card is charged the initial purchase price, I begin to get worried. Where’s our initial refund? I call RH three separate times with the following responses: “wait,” “wait,” and “oh, you should have received it by now” (YES DUH) “please contact your credit card company.”
So I contacted our credit card company, and they have no record of the refund either. UM WHO HAS OUR DOLLARS?!
So I call Restoration Hardware again, this time to request an itemized receipt, since to this point in the exchange I hadn’t received any receipts or anything other than a shipping confirmation. “It will take 3-5 days to email you a receipt,” they say.
Thankfully, the receipt came later that day, but it didn’t include any record of any refund at all. HMM THAT’S VERY STRANGE. So I requested a MORE detailed receipt (“Sure, that’ll be another 3-5 days”)…
I finally got the more detailed receipt on Friday and it was all finally very clear–they had sent the refund to the credit card account that we had closed (and that I’d specifically requested they NOT do). I had asked which credit card they sent the refund to on phone call number 2, and the customer service representative assured me they’d sent it to the right account. FALSE.
When I called to point this out, they agreed with my findings (DUH) but informed me that the bank (for our closed credit card) HAD ACCEPTED THE PAYMENT and we would have to call the bank. Well shoot.
Thankfully, Kenny was able to call the bank for our closed account, and they are going to send us a check for the refund. Phwew. Let’s just say it’s a good thing we don’t live paycheck to paycheck or have credit card debt problems, because that would have made things a Whole Lot More interesting.
Chapter 6. Table number three arrived. The delivery experience was mostly the same with a few marked differences: the guys knew how the table went together and didn’t ask to use any of our tools. GREAT. (Plus, we remembered to inspect the table carefully before accepting the shipment!)
SIDENOTE: while the delivery guys were assembling our new table, Kenny worked at disassembling our old table. However, he became very confused while he was supposedly unscrewing the 8 lag bolts holding the top of the table on when he could only find 4 of the eight bolts. It looks like the delivery/assembly guys had only used half of the bolts they were supposed to and just left it at that. WHAT. WHY. In addition, when we lifted off the top of the table, we saw that another set of bolts had been technically installed, but they were very very loose, which is what caused the rocking of the table top.
Conclusion. Third time’s the charm? We certainly hope so! Our new table is very solid (you can plant your elbows on the table without fear you’ll tip over any drinking glasses) and blemish-free (and we’re going to try our darndest to keep it that way). All’s well that end’s well. Do I feel moderately guilty for going through three separate tables? UM YES & I feel like a whiney consumer…but I also paid a lot of moolah to get a table we plan to have for the next several decades, so I guess that’s how I sleep at night.
Epilogue. I just wrote a 1400 word product review. Sheesh, Anne, get a life! ;) Anyone else have any crazy customer service stories you can distract me with? Oh, and want an even more dramatic customer service experience? Read our lawnmower saga…I dare you.