Dear Restoration Hardware, WTF?!

Okay, this one's a doozy.

Yesterday, we had the plumbers come in to install all of the fixtures into the bathroom: The new Toto Toilet, the sink and the shower fixtures.

Should be no problem, right? I mean, we had ordered all of these products months ago, and had specked out the the entire remodel based off of the dimensions for everything that we had ordered. The fixtures were all delivered and were sitting in the basement for several weeks before being installed.

You can see where this is going, right?

I *knew* that we'd hit a snaffu or two during the process of the remodel. I even figured we'd have *something* go wrong once we installed the fixtures. When we were putting in the electrical, the plumbing and the framing, we kept double-checking to make sure that our measurements were correct for all of the fixtures.

The toilet was installed with no issues - the center of the toilet was exactly 15" from the shower wall, and 15" from where the edge of the sink will be. Great. That's exactly the minimum amount of space that we must have to meet code.

Next: the sink. It's a porcelain sink with two chrome legs, which a towel bar between the legs. (Restoration Hardware stopped selling this product slightly after we bought it, so I can't link to it.) The sink dimensions, according to the website (which I had printed out when we placed our order) is:

Small Console Sink: 23-3/4"W x 17-3/4"D x 33-3/4"H

The sink was shipped in two boxes, but one shipment. One was the sink itself, from Restoration Hardware, the second was the chrome legs, with another companies name on it. Mildly curious, but okay.

So, the plumbers are working on putting everything together. Their building the legs, and installing the faucets, etc., I went into the room just as they were putting the sink on top of the legs, and immediately saw that it was too tall: the back of the sink was covering the electrical outlets that we had planned to be about 2 inches above the sink.

I asked them to stop immediately, told them it was too tall, and asked if the legs were adjustable. It should be noted here that the two plumbers who were here don't speak English, only Chinese. Unfortunately, much to my Grandparent's dismay, I still don't speak Chinese. (D'oh!) Dick was working from home yesterday, so he came in to check out the problem. It turns out that the legs aren't adjustable at all, and that they are full-on 4" too tall! I asked the plumbers who were here if we could call the head plumber, who has been working on the project throughout, and does speak English. We got a hold of him over the phone, I explained the problem to him, and he came right over.

He and Dick thought over the situation for a long time, trying to figure out a solution. The only thing they could come up with was cutting the bottom of each of the chrome legs by 4". This was risky because there was the cutting of the chrome, there was drilling of holes, and also creating a hole with thread so that a tiny screw could be properly screwed into the newly created hole.

Assuming that this all worked, we also had the issue of the sink legs being out of proportion now. There's a towel bar, which would now be 4" too low, which, I'm sorry, is fairly significant.

Anyhow, the cutting and drilling worked: our plumber was a complete rock star.
The sink looks good, the towel bar is low, but manageable.

This is all fine and good, but, come on! You order something based on it's dimensions, and it comes in 4" taller than it should be?! WebTrina was not going to let this one go.

So I called Restoration Hardware, explained my situation, and was immediately passed along to a Supervisor. She was very understanding of my frustration. It was late afternoon, and she and the vendor of the chrome legs were on East Coast time, so she promised to place some calls first thing Friday morning, and for me to call her when I woke up.

I got up and called her at 7:30.

The first thing she said was that she would refund us our $195 in shipping fees. Okay, that's very nice (really) but I still have a bogus sink. She said she hadn't gotten a hold of the vendor yet, but she was still working on it. cool.

Then, she said that she did talk with a Restoration Hardware Product Specialist, and that woman had said that the product legs could be cut 3" without any damage to the product. WTF? That's the solution? I was very careful to make sure that I didn't yell or get upset with the woman who was helping me, because frankly, she was doing a great job, and was only being the messenger at this point. But I did tell her that that sounded outrageous to me: "Yes, we know that the measurements of the product aren't the same as what we had advertised, but all you need to do is cut the legs by 3", and it will be fine." No, no, no!

My representative was very understanding that this was an unacceptable answer (I mean, really...) and promised to get a hold of the vendor to see what they could do.

10 minutes later, she called back. She'd gotten a hold of the vendor and they offered to ship us another set of legs - hopefully with the correct size. This part gets complicated, as it involves the shipping of new legs, old legs, checking to see if the new legs are the right size, and if they aren't sending them back with the corrected specifications, etc., After a lot of negotiating, I get to keep my (cut) legs on my sink, wait until the new legs arrive, see whether or not they are the right size, if they're not, send back the new legs with written specifications, and wait to get yet another set of new legs. If the new set that I get is right, then I just need to install them and send back my old legs. I expect this will be a little complicated, and go around in circles for a bit, but I'll do what I need to do to make this right.

I am utterly impressed with my Restoration Hardware representative who is helping me out. She's really doing a fantastic job of follow-up and problem solving. Once this is all over, I'll be sure to write her a glowing letter. I'm really unimpressed and disappointed in Restoration Hardware that they would actually sell (or used to sell) a product with the incorrect dimension, and expect the customer to fix it on their end. (Cutting the legs could've easily gone wrong, and cost us more time and money.)

Anyhow, I just needed to vent. I knew something was probably going to be wrong with the fixture installation, but I just didn't think that the sink would come in 4" taller than advertised.