restorationhardware.com 4 aegil1 @2014-10-12 Let's get the obvious out of the way: Restoration Hardware makes outstanding quality furniture with an unmatched eye for detail among mass-market retailers.HOWEVER... their delivery service, MXD Group (which also delivers for lesser quality retailers like Pottery Barn and JC Penney) is structurally flawed - possibly fatally flawed. It astonishes me that Restoration Hardware, with all its attention to every last bit of detail in the products it markets, would allow an operation like MXD Group to handle its delivery.As Amazon.com has proven, delivery is 50% of the equation. You can have the most fabulous product ever designed, but if you don't have a proper delivery mechanism, the customer will go elsewhere. And that is a shame, considering the sheer depth of appeal RH's designers and manufacturers have created in the past 3-5 years in particular.While RH eventually remedied my delivery issues (after an incredible amount of time spent escalating the complaints), I found the MXD representatives were almost always confused, offered conflicting information, and keep no notes of previous phone conversations with customers - the last part being an absolutely fatal operational flaw. At one point, I spoke to a representative at MXD by the distinct name "Abdu" (he would not provide a last name) who stated a Supervisor ("Dujuane") committed to have the item delivered on Saturday (tomorrow, 10/11). However, in subsequent conversations, MXD representatives denied this was my delivery date, and stated the "earliest" date for delivery would be 10/16, 10/17, and in one case (note: all conflicting dates) a representative told me the delivery date would be 10/27. This is all in spite of the fact that I repeatedly informed every representative I would be travelling after 10/12.I eventually spoke personally with "Dujuane the Supervisor", and he denied that there was anyone in his office named "Abdu". His words: "I am not aware of anyone here by that name." Minutes later, after arguing with me about his delivery date commitment, he stated "Abdu is sitting right here next to me and said that he never offered a Saturday delivery." It's a fairly incredible feeling to actually catch someone overtly lie to you, even on the phone.In fact, it seemed like most of the representatives working for MXD Group were caught up in a nasty habit of routinely lying to customers to break previous scheduling commitments, or avoid having to address what are obviously serious customer service issues.This is in stark contrast to RH employees, who are always professional, organized, *correct* in their information, and above all, take notes on customer accounts and are generally honest about what those notes say.When the furniture itself arrived, of course, it was magnificent. Beautifully crafted. The deliverymen themselves were very professional - unlike their dispatch crew. Everyone involved creating Restoration Hardware product itself should protest *every* single day that passes with MXD as its delivery partner.