I would suggest that you stop dealing with the reps and deal directly with the supervisor/manager. Don't let a rep tell you what some random supervisor said. Talk directly to the supervisor. These reps are sometimes young and not invested in their jobs, so they don't really care about things like losing customers, bad word-of-mouth, bad PR for the company, etc like a manager would. Call and ask to speak to the original rep's supervisor, and if you don't get satisfaction there, go a step higher and a step higher. If the supervisor gave the permission then he/she has to honor it, or they have to honor what their rep told you.

Good luck.

I purchased a bunch of items fr. RH during our remodel - a bath cabinet had failing paint shortly after install - I called & they said no problem the would send out a replacement - that was a few yrs ago - still have the same cab w/failing paint - MANY phone calls - I gave up - CS @ RH is horrible
There are plenty of reputable co's that sell beautiful hardware & I'm sure have better CS
Lee Valley is an excellent source
Carp Diem is where I ended up purchasing mine

Good luck!

When you call ask for the name of the supervisor. Then call back a short time later and ask for the person by name, very rarely will they ask who you are, and if they do, just give your first name, and the person on the phone will most likely assume it is a personal phone call and just hand the call off to the supervisor. I have done this MANY MANY times, when a brick wall has put up by whatever service I am trying to get, and I almost always get my issues resolved.

OTOH- I really would be reconsidering spending that much money with a company that has treated you that way. Especially in this economy.

Thanks for the suggestions and sympathy. I really do just want to return the whole lot of stuff. I know House of Antique Hardware has most of what I need, and if I can find some nice polished nickel pulls somewhere else, I'll be in good shape. :o)

oh for goodness sake! that's horrible! Hang in there. You should be able to find what you want at the loads of great internet places for a good price. they should be BEGGING for your business!

Why don't you post the link to the pulls you want and see if anyone here can find you something similar?

I agree - don't give them your business.

I read somewhere that RH was bought out by another company awhile ago and that things have been going downhill ever since.

I am really disappointed to read your unacceptable experience, worldmom. Shame on them.

I'm also disappointed because I have had nothing but the best of customer service experiences with RH ... but in fairness, those have always been in person at my local RH store.

Whether you choose to continue with RH or return everything, I'd like to recommend you send a letter to RH explaining the way you were treated -- you could basically use your first post above.

RH Headquarters
5725 Paradise Drive
Building D
Corte Madera, CA 94925

I really hate this kind of experience, where you've done everything right, nothing wrong, and yet you are the one left holding the bag. I hate it!

I work at RH. If you dealt directly with someone in a store, I can tell you this would be a non-issue. Do you have any stores nearby?

We try to go above and beyond in the store because we know you can go elsewhere. Unfortunately, some people take advantage. During a recent sale, somebody brought a receipt from SIX months earlier and asked for an adjustment. On the promo it said not valid on previous purchases, but he threatened to call the DM so he was given credit.

I can't even tell you how many times I've had customers in your exact situation whom I've always helped. All I need is to get my managers approval and I can do an exchange like you've mentioned.

I am sorry you were not treated well. There is no excuse, but please understand not all of us disregard customers like that. It's just a part-time job for me, but I try to give my customers as much attention and assistance as I can. And I take it seriously.

(There always are some customers that make you want to hit the bottle, I can't say I am always nice to everyone, but I try!)

I would email them a summary of what happened. They might be more helpful if it's all "documented".

FWIW, I received a defective light from RH (you could only see the cosmetic defect if you were standing underneath the light and looking up, which wouldn't happen since it was a dining room chandelier). I emailed them and asked them my options since the light was already hung up (electrician installed it from the box).

I got a quick response where they offered to send me a replacement immediately or to keep the light and get a 20% credit back to my credit card (significant since it was a $600 light).

Good luck!

soshh - thanks for restoring my faith in humanity. :o)

I just got off the phone with RH after being told yet again that I was out of luck. I asked to speak to a supervisor, and lo and behold, we were able to figure out what the problem was. Apparently, WITHOUT MY ASKING, the previous rep processed a new order for the same Chatham pulls, but in a different size. These were shipped to me this morning, and I had no idea they were on the way. Everyone I spoke with kept telling me that the discounted pricing had already been applied to "my order," and I had no idea what they were they were talking about. They thought I was just trying to get them to honor the pricing on a completely new order, and didn't understand that what I was trying to order was supposed to be the replacement hardware for what I had returned. Isn't that the weirdest thing? So now I have to watch for this box of 37 pulls I didn't want and refuse it or send it back. Good grief! ;o)

The good news is, I finally got what I DO need ordered, and they gave me the sale price on it.

You all now have my permission to shop at RH again. ;o)