I ordered a 38" Shutter Cabinet from Restoration Hardware in November 2012. The cabinet was offered in their store, on their website and in their catalog. I went in the store at the Houston Highland Village location to place the order. I never received the cabinet and after many calls made to Restoration (and hours of my time spent on the phone); I was told the cabinet information was incorrect and that they do not offer this cabinet for sale. I asked when they discovered this error and was told December 2012. I then asked why I was not informed of this fact; I was told that "in a perfect world, I would have been informed."
I then went back to the store where I placed the order and was told it would be too much work for them to research and to just keep working with customer service over the phone!
They are now telling me they can "possibly custom make the cabinet", but due to the Chinese New Year and the plant being shut down, they have no guarantee as to when they be able to produce the cabinet. The absolute earliest date they could provide is April 30th, but they were 80% sure they would not make that date.
I told them just to cancel the order and they then offered me a 40% discount on another item. I told them I did not need a discount on something that I probably would never receive and declined the offer. I do not intend to ever visit Restoration Hardware again.
Their website has a written statement with a guarantee to fix any issue with any item ordered from their store. So much for a guarantee!