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Arhaus Furniture Reviews (81)

• Jan 06, 2021

Broken mirror
I ordered a mirror from Arhaus late November, it took until December 22nd to arrive. Upon arrival it was completely smashed and broken when I opened the box. I called customer service and promptly emailed the pictures and they asked. They wanted to give me what they called a "prompt" response. It is now 16 days later and I have not heard anything despite many follow up emails and phone calls. Terrible customer service!
Broken mirror
Broken mirror

Poor Quality and Customer Service
We Are Very Disappointed with Arhaus quality and customer service. We are also Disappointed in the Taylor Sofa comfort and performance.

We purchased a Taylor couch set with love seat, chair and three person/long couch. The retail prive was around $6,000.

The couch bent in the middle and was closer to the floor than the ends. The wood could be seen pressing against the black cloth on the bottom. Essentially the couch was breaking in half.

Note that the vertical cushions fall down when you lay down and its very annoying.

For the quality problem, I contacted the store and was sent on a wild goose chase, passed back and forth between a scheduler company, the warranty company and the store. Numerous conversations. Numerous phone menu navigations. Finally the technician came examined the couch and said the front main beam was made of two pieces held together by staples. The staples were bent. He said he would take it apart, remove the staples and use screws to secure it better if was authorized to repair it. Why didn’t Arhaus use screws in the first place? He said he would put in a report to Arhaus and they would contact me about next steps.

Arhaus responded by email, unapologetic and stated the set was purchased as a floor model and it wasn’t covered under warranty. If the sofa is not covered under warranty, why was I sent through the warranty system?  Why was I speaking to Warranty people?  Why was I speaking with schedulers?  Why did a technician visit?  As soon as I called the store they should have told me there was no coverage...I wasted ALLOT of time and energy managing this issue FOR Arhaus.

The furniture is supposed to be a higher quality piece of furniture and did not make it past ~3 years of use.  It is amazing to me that any couch can bend in the middle...let alone one from Arhaus Furniture.

And no apology initially (she apologized after I complained they didnt).
 I would have hoped even for a canned apology statement in en effort to try and keep us as Arhaus customers, not to mention it's there right thing to do.

Other companies have offered sincere apologies and turned a negative to a positive. At the moment it is all negative regarding this issue.

In summary, based off this one experience: Poor customer service. Poor quality. Our last Arhaus purchase.

• Jan 20, 2020

I bought an antique looking mirror on sale for $900 a year and a half ago. It weights a ton and sits in the corner of our living room. The mirror appears to be rot iron, but this is a facade that is now peeling off onto the floor (yes, where my baby crawls). I called to complain about the horrendous quality of this expensive piece and they basically responded that it's not their issue - they told me to call a company to fix it. I guess they are OK with selling terrible quality overpriced merchandise? I will never shop at Arhaus again.

A Manager from our Concierge Department, Carrie D, contacted the Customer today to attempt to resolve the complaint The Customer was agreeable to having Arhaus re-make the piece Additionally, it was agreed that a Manager would work with the Customer going forward The Customer is satisfied with the resolution at this time

Customer placed order(s) back in March at the time he was having his home remodeled When delivery was attempted to be scheduled, the Customer repeatedly requested that Arhaus call him back the following month, pushing out the delivery The customer had month financing so the balance would have needed to be paid off 9/10/ The customer didn’t call in to cancel until July 20, The customer signed all necessary paperwork that explained the financing charges clearly (see attached) The customer has disputed the charges through [redacted] Bank (the credit card company) and [redacted] found in Arhaus' favor stating that the Customer had agreed to the terms and failed to pay/cancel within the time frame

The customer paid $1,for the chair And although an error was made when entering the customer's order, the customer has already been given a refund Her delivery fee of $was credited back to her yesterday (11/28/16) As an additional accommodation, Arhaus is willing credit her an additional $ If that is acceptable to the customer, we will process the credit immediately (the total of the two credits would be $528.43)

Unfortunately, the connectors that hold the pieces together are on backorder - they should arrive by 10/24/ The items are ready to be delivered, but the unit can't be installed (delivered) without the connectors We can deliver the Tremont desk now, but the other items will need to wait until the connectors are received As an accommodation to the customer, we will waive the delivery fee ($199) and offer a 5% discount off the total order

A new Gift Card has been issued and is being sent today to the Customer at the address in the Revdex.com complaint

I am rejecting this response because: I did not accept an exchangeI want a complete refund

very disappointed with the store manager Mike
he has no time to revert and return a call
he promised to give tax saving and additional discount when launched at the time of placing the order
only thing I was getting its getting done when delivery happens but now he is refusing to take cals today when I called joy the lady picked up kept me holding and made a story their is an expiation at the store and he is busy left a msg but no call yet
I m going to stop making payments if I don't get the credit asap before my next payment is due on November 30 th
hopeless service post sales can corporate look into it
my no is 4693470255.

Our offer stands as is

I am rejecting this response because: the response is not satisfactoryIt took them months to even contact me and over the time the couch has further deterioratedThey did say they would refund my money upon receipt but pending condition of the couchThey will not further clarify what that means so there is no guarantee I will receive restitutionI submit the couch is damaged which is the cause of the complaint in the first placeI would need a better assurance that they will refund my moneyThe damage to the couch is from a defect not from wear and tear, damage started months after receiving.They will also give me no warranty that if the movers do damage to my apartment that they will be responsible in a reasonable and sufficient timeframeThey are not reliable and don't want to have another issue with their companyI feel very bullied and that they in no way stand behind their product but rather continue to take advantage of clients.thank you for your attention

A complete refund was given for all of the items that were returned, (chairs, seat pads and table for a total of $1,860.27) The client kept an iron coat stand ($384.30) The coat stand, tax and delivery fee are the difference between the entire first charge and the refund

Arhaus did not state that it would refund the customer "pending the condition of the couch." Arhaus will credit the refund upon receipt of the couch Additionally, Arhaus cannot warrant or guarantee that its delivery personnel will not damage her home If they do however, Arhaus will address the damage, if and/or when it occurs

Arhaus has agreed to pick up the merchandise and will refund the customer upon pick-up

Client received delivery on 4/and the delivery driver called in to report a scratch on the side Client had to leave the home and was unable to speak with Customer Service at time of delivery Customer Service called back on 4/and left a voicemail to discuss the options of either an exchange once item was back in stock (eta early June) or whether to send a technician to attempt repair of the pieceCustomer Service called and left another voicemail to discuss options on 4/ Customer Service did not hear back from Client, so they set up an exchange on 5/ Item arrived in stock and the Client was emailed the following: From: [redacted] Sent: Wednesday, June 28, 3:PM To: ' [redacted] Subject: CUSTOMER # [redacted] CUSTOMER # [redacted] Hello, Please call Arhaus Concierge at your next convenience to schedule your delivery Client emailed Customer Service Rep late last week stating that she wanted 20% off to keep the piece as-is This discount has been approved by a Customer Service manager Customer Service rep, Ashley W, will reach out to the Client to process the discount

Bought a relatively high dollar leather ottoman, had to return it because the leather installed incorrectly. now one of lower cross brace is broken and Arhaus refuses to deal with it. So I contacted a furniture repair shop to repair it, but he needs the wood stain color to do the job and Arhaus refuses to part with that info saying it is a secret. We presently have quite a few pieces of furniture from them, but never again.

We purchased the worry-free protection plan. But the claim was denied. Even though in their marketing brochure for the plan it states that pet damage is covered. in the fine print, only pet damage caused by bodily fluids is covered. Since my dog ate a corner of a casing on a back cushion, it was not covered. So much for worry-free protection. Buyer beware - of course you don't review the actual agreement before purchasing. There are 26 items that are specifically not covered.

Our Concierge department contacted the Customer on 9/6/17. We have requested that our hub delivery team pithe Customer's merchandise ASAP. We also asked them to contact the Concierge department once they are in the Customer's home so the refund can be processed at that
time

Carrie D*** our Client Services Manager had a long conversation with this client last week, and suggested she use Mohawk touch up pens to hide scratches and use leather conditioner as well. Arhaus agreed to refund her worry free warranty plan, and MsD*** apologized for
the miscommunication. The client seemed to be satisfied with our response

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Description: FURNITURE-RETAIL, LAMPS & LAMP SHADES-RETAIL, LIGHTING FIXTURES-RETAIL, FURNITURE-CHILDRENS, FURNITURE-OUTDOOR

Address: 367 Charlotte St., Sydney, British Columbia, Canada, B1P 1E1

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www.bestwesternrealty.com


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