Funny you should mention it because I recently bought a set of towels from Restoration HW and I was annoyed over the very same thing! I wanted to see what the other shades looked like but they had no samples. So I played it safe and bought what they had in stock, sure wish I could have seen the other options though.

I am wwith you! In fact, I was upset at the Eddie Bower store that they don't carry petites in the store--but couldn't they have a few of every size to see and try on??
I think these stores lose a lot of sales by not having sample in their stores. It has to be an amazing deal for me to bother ordering and the "seeing" if it will work. In fact I do not even read the catalogs anymore unless I just want some decorating idea.

Let's write 'em a letter! Kick-backs from the postal service? :)

Yep, some of my favorite places lose sales from me by not stocking my sizes (petite -- and given that the average woman is 5'4", it's not like I wear some totally unusual size) or not having samples in store to check before buying. I hate, hate, hate paying shipping for something and finding that it just doesn't look at all the same in person or is the wrong size. And shoes -- I never order shoes unless the shipping is free, because you just can't tell by looking if a shoe is going to be comfortable.

With Eddie Bauer everything you order within the store has free shipping and they're now offering free shipping online. Returns are easy since I take everything back to the store!

But..........I agree with you compumom, that many store's shipping/handling charges are too high. I often pass on them for that reason alone if I'm not sure of color and quality.

Did any of you read the rant I wrote about the poor treatment I got in Restoration Hardware, as if the clerk just wanted me to leave with what I had in hand rather than take the time to ring it up? Then I asked for a top sheet to match the fitted sheet and pillow cases, and they moaned and groaned. I wanted an electrical pillar candle that was on display and they made the biggest deal over how hard it was to get it out of storage in the back and would require a ladder. What is wrong with this generation? What have these children come to be? They are still children? They are in their 20s, 30s and 40s and behave like 4-year-old spoiled brats who do not want to work. Moreover, Restoration Hardware is way too high. Their shipping is too high. Their merchandise is good quality but there is just as good quality out there without the whining and moaning and groaning from a company and its employees who seem to have lack of emotional maturity, growing up pains and a great marketing department with good catalogs and that's about it. The rest is hype, nothing more.

Patricia, I ask myself that all the time and wonder was it always like this? Get a load of this -- I called Aetna because $1500 appeared on my bill AS A CREDIT! I was trying to find out what it was all about. The girl says to me -- "I'd have to go look it up." (Apparently a special procedure or something.) The whole experience was insanity. After 45 minutes I got someone who said he's research it and he would definitely care and get back to me. Did he ever call back? No. And, they wasted well over an hour of my time. I always mutter to myself how I'd never hire kids if I had my own business. There also seems to be little in-house employee training.

It also always amazes me how staff look at you ?quizzically or dead-faced or act like you're simply whining when you tell them something like -- your entire freezer section is melting all the ice cream and has been for weeks (I've reported it three times). Or some customer service/quality issue that would help them out to know about -- like the inconsistency in quality of prepared foods at WF (which I sometimes get too frustrated with), and which a lot of people in this area notice. They haven't a clue how to make use of such information.

Does no one care?????

It makes me crazy.

(Now, one kid at the checkout in Giant, we were talking about stuff and he had the whole business down and re-organized! A rarity :)

I think it's really hit-or-miss. Some (brick and mortar) stores do charge s&h whereas others don't. I don't like having to pay s&h when I'm already in the store but I get that it's an established practice. I do appreciate that if it's something they do carry in their stores but are out of they'll (usually) ship it for free. (as I think they should)

For what it's worth, I've had terrific customer service at my local Restoration Hardware, but the RH near where I used to live (in CA) was atrocious, so go figure!

I'd also be reluctant to cast too broad a stroke against 20-somethings (or even teenagers): yes, some of them are truculent and navel-gazers, but I've had some delightful interactions with younger people (I'm almost 38 -- next week!). And if there's a problem I always always always let management know. And if something is (exceptionally) good, I always always always let management know. Goes both ways: I can't complain if I'm unwilling to also praise.

Earlier this summer a special order I'd placed was somehow "lost": I only discovered this when a few months went by and I still hadn't received my item. The manager apologized and rush-shipped it to me, but I told him I wanted more than that as compensation. Don't settle!

Today I went back in to return the phone order and change some other items. I heard it right from their sales help- who btw in the few RH stores that I frequent are usually terrific- that they are working towards their stores being nothing more than "showcases" and the bulk of your purchase will be shipped to you. And the staff person who was dealing with my returns and reorders called their shipping charges outrageous and a prime example of corporate greed. He noted that Pottery Barn has reduced many of their shipping charges, but not RH. Sigh...
BTW, when I returned the tangerine colored towels, the help all commented on how they had never seen that color in person, only in the catalogue. That's just plain WRONG!

I have had my share of poor customer service too. But one store has been a breath of fresh air...I ordered a bathroom set (Gracious Goods) from Iron Accents and they have been awesome! The first soap dispenser leaked, so they sent me a new pump. When I continued to have trouble, they sent me a completely new set (so the dye lots would match exactly) and arranged for a pickup of the first one.

I will do business with them again. : )
Susan