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  • I have made one purchase at RH and it will be the last. I will stress that my issues were not with this location but with the company as a whole. Worst experience EVER. I ordered an area rug with extremely high expectations of this store; I'm very familiar with their products and their standards for service. I don't think it's been mentioned here yet, but RH doesn't actually sell anything in Canada. The 'stores' are showrooms where you go to have a salesperson place an on-line order for you, no different from what you can do from home. You pay the same shipping/duties, which is 20% on top of the price tag you see in-store. So I was more than a little thrilled to be getting a rug from RH, and the people in-store were fabulously nice. I was assured twice that my order would be delivered by a moving company that would contact me to schedule delivery. This was important because it was being delivered to our new house that we hadn't yet taken possession of. I find out the day before closing that in fact the order is shipping with UPS and they don't schedule deliveries. Long story short, RH changed the delivery method without telling me, UPS (don't even get me started on how horrible they were) delivered the item one day early. It was dumped on the porch of a house I didn't yet own in Toronto, no signature required, in February. The day before a massive snowstorm. I was livid, but UPS obviously didn't care. I sent a strongly worded complaint to RH, who responded with a very polite "we are very sorry for the inconvenience". Holy inadequate response! I was so seriously upset with the whole thing I dropped it for a while. When I opened the package I found that the rug was the wrong size! Call to RH. Nice girl, very apologetic, offers me 20% off, will ship out a new one immediately, it will arrive in 5-7 days. That was 9 days ago. Emailed RH today. Again, they are VERY sorry, it will arrive in 3-7 business days. Absolutely unreal. In the US, they offer white glove delivery to their customers. In Canada, they charge you a 20% premium and dump it on the porch in February. For a comparable product and phenomenal service, shop at UpCountry in Toronto.
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