Arhaus Furniture

The furniture looks really good, if you ever have the chance of receiving. We ordered a buffet back in April 2020 and have yet to receive it. Not once did Arhaus call us to let us know that the buffet would be delayed. We called 3 times and each time they told us that the buffet would have a new shipping. I’m surprised these folks are still in business. Also, the customer service agent doesn’t even seem to care. Horrible service, don’t recommend at all

Customer service is terrible. I bought a very expensive iron bed in 2005 and they cannot provide manufacturer info so I can have a part replaced. I wouldn’t have bought the bed if I knew it would only last 15 years. I thought I would be handing it down to my children.

BUYER BEWARE. I purchased over 5000 worth of furniture 11/2019. The delivery was broken down into multiple parts as some items were stocked and two chairs were custom. My first delivery was a desk which was delivered with no parts to put it together and a leather desk chair. We had to wait another week for parts to arrive so we could attach the desk top to the base and put the shelves in. When the parts arrived I called and set up delivery. I had the delivery men also look at the l300 leather chair that was delivered earlier as the chair was put together on an angle and when you sat you would slide. The men that arrived to put the desk together were unable to fix the new chair and a new one had to be ordered. The desk top was able to be attached but we were still missing pieces for the shelves to be installed and the keys to the desk drawers. I waited another few weeks and when the parts arrived they sent me the shelf attachments in brass but the keys in pewter which went with my desk but in a different finish. Instead of waiting weeks again I had to go to the local Arhaus store in the Biltmore and switch out the keys.

At this point, I was getting really nervous about the custom chairs I had ordered as nothing else had been right with this order. As expected when the chairs arrived the cushions we had ordered were not made to the specifications of the order. I ordered the cushions and pillow to be piped in a coordinating color to my fabric as was displayed in the store. They even charged me and extra 150 for that little bit of fabric to pipe the cushions and pillow which is an exorbitant amount. Originally they were going to charge me an extra 150 a chair for a total of 300 which I was able to negotiate it down to 150 total. Although that was a high price I said yes to it as it really makes the piece look custom. I sent a pic as soon as the chairs were delivered to my sales lady Pati on 11/23/2019 and she agreed they were done incorrectly and they would remake me new ones. I made numerous phone calls and was just told they were working on it. On 3/10/2020 finally the manager Cassie emailed me back and said she had contacted their parts department and would get to me once they heard anything. On 3/21/2020 I emailed her once again to see if she had any info. I never got a response. I knew the store had been closed but assumed managers would still check their email. Once the store reopened after Covid, I called immediately to see if Cassie had any info. Once again she said she would contact parts and good news my order was going to be shipped out at the end of May. June 16 my new cushion not cushions as I had ordered two chairs came. The cushion and pillow were made exactly the same and the piping was not done. I called the store and I was promised by Cassie I would receive a response at the close of business. That afternoon I stopped in the store to see if she had any info for me and she let me know someone named Deb would call. I never received a phone call Tuesday so I called first thing the following morning. Cassie assured me Deb would call and she was going to put a call into her right away to see how to fix this problem. Well Wednesday came and went and I never received a call. This store has the worst customer service out of any furniture store I have dealt with. I would never purchase anything from them again. Now I paid 900 total for these two chair cushions and pillows that were done incorrectly.

I recently purchased dining table in late February 2020 and purchased by recommendation from Arhaus staff to purchase the extended warranty to cover any issues with the purchase- manufacturer or otherwise (I agreed to do so because this was a pricy purchase). When the table was shipped- the delivery team was less than friendly and complained about their working conditions and at one point asked me to assist in unloading the table from the delivery truck.
Within a few weeks of having the table I noticed discolorations with the marble finish. Because of store closures due to COVID-19, I e-mailed the Arhaus customer service team mid-March 2020 and asked for assistance. The response times were at minimum a week and I was told to “use any commercially available products” which is what I did- with no luck and was then instructed to contact Arhaus extended warranty team. I spoke with Arhaus warranty team and was told that the extended warranty expired 30 days after purchase.
I was then instructed by the Arhaus warranty team to call Arhaus “concierge” to rectify the issue. Upon speaking to Arhaus concierge I was told that having someone come to my home to look at the table was no problem because I already purchased the extended warranty. Arhaus concierge then told me to contact their extended warranty team- which is the same warranty team that referred me to Arhaus concierge.
After being shuffled between Arhaus concierge and their extended warranty teams with no resolution I requested to return the table. Arhaus concierge and told I needed supervisor approval and that I would be contacted by their management team. A week later I have still not received a call back on this request. I emailed Arhaus customer service and asked how I could go about requesting to return the table and also have not received a response.
I have since reviewed the expended warranty language and could not find anything explicitly limiting coverage to the first 30 days. I believe Arhaus deliberately falsified the coverage of their extended warranty program. The customer service and warranty teams have been nothing but difficult and refuse at every chance to help rectify the issue, not to mention completely refusing to return my call and email.

My friend purchased their product with the worry free warranty. It has been 1/2 year and they never honored the warranty. Both Arhaus and their third party warranty company continually to give them the run around. Even after my friend filed a Revdex.com complaint on them. How is this even possible? I don’t think I want to purchase their products after witnessing this. And how can the Revdex.com have an A+ rating for this company? That isn’t logical after seeing all these complaints not satisfied here.

Was going to buy a $1000 coffee table but then wanted $199 to deliver it. Ridiculous. Emailed Ohio manager and she said that it was a normal charge. Lost me lost the sale and now someone else gets my money. Brilliant sales strategy

No wonder this place has an average of 1 star with 29 posts. This is the worst customer service I have ever dealt with. Once they get your money, screw you!

We bought 3 pieces, table and 2 lights. After being told if one light doesn't work, they would ship it back and find one that did. After getting home and seeing one light was way to big for the kitchen. $200.00 to ship it back?

Done and will post every where I can to convey my dissatisfaction!

We purchased our custom Brentwood Sectional a little over 5 years ago. Within the first couple years already started seeing lots of sagging in cushions even with routine fluffing and rotating. I finally bit the bullet and called to order replacement cores because I also needed a casing replaced. I had ONE casing out of the entire sectional that was tearing from the seams. Had taken it to an upholstery shop to see if they could fix first and the damage was too much. Customer service rep says it’s not covered by warranty, so I ordered the replacement casing. At this point I should have just bought a new sectional for what it had cost for the replacement cores and casing. Two issues when I received. Opened the box of the casing- completely wrong casing. We had gone over and over the location of the cushion that had needed replaced (center cushion) and they sent the arm. Open the box of cushions- they are all the large sized cushions. I had to have two different sizes of our sectional due to spacing in our house. One side was the “apartment” size which has smaller cushions. You would think they would be able to review our original order and send the exact cushions needed. I have since proceeded in shoving all of the cushions into the smaller casings which are bulging, and clearly see the casings on the other side are just right for the cushions sent. I’m beyond frustrated with the quality of the product as well as the results of these replacements. Why am I paying for a casing that was clearly defective? Why am I now going to have to deal with waiting probably another 10 weeks to get the correct one delivered (fingers crossed it’s the right one!)? Why do I have the wrong sized cushions when you should be able to review what was originally ordered? We will never buy another piece of Arhaus Furniture. Not worth the money we’ve invested at all.

I wish I could give negative stars. I am absolutely appalled by this companies unwillingness to do the right thing. Customer service is a joke. They claim they have a return policy but don't stand by it. They show you a product in the store then send something of far less quality. They claim it can be returned or exchanged but when you call for help they refuse or want to charge you additional fees even though its their problem. I am now stuck with an almost $3000 table that I hate and that is nothing like the one I saw in their store. Now every time I see it I get angry all over again. I tried to be reasonable with them but they were completely unwavering in their policies even though they are just plain in the wrong. They are unethical. Shame on them ripping off people, taking money and then refusing to do the right thing.

We purchased a sectional, rug, chair, and ottoman from Arhaus late October 2016 and in 2017 we were having issues with the sectional. Cushions were failing and the fabric was pilling. Arhaus replaced the couch in late 2017 and we are having the same issues. Arhaus customer care told us to buy a shaver to shave the pilling. Keep in mind it's a sectional and has 12 cushions double sided. That's a lot of shaving, not to mention the time to do so. We paid $6k plus for this couch and needless to say we will never purchase another couch from Arhaus. The one thing I was impressed with when I originally purchased the couch is that it's made in the USA.

like the furniture however I believe the quality has gone downhill (see photos) in the past few years, and the customer service has been consistently horrible. I believe when you are a high paying returning customer, you should be treated as such. Customers deserve to be responded to and helped in a professional manner. I see from other reviewers that I am not alone. My recommendation would be that if you see something in the store you want, purchase it online (using Rakuten Ebates 1-2% off) and disregard the pretentious sales people that are only interested in their commissions. Pray that you receive your merchandise without any defects, because you will not get customer service to help. Attaching photos of the poor quality sofas I recently received after waiting 5 months for!!! Also adding photos of the discolored tables that arrived!

The auto generated comment below from the business owner is humorous and apparently trying to show that they care in the public eye? Nobody has returned my calls.

Terrible customer service! Spent several thousands on furniture. Two pieces were shipped damaged and had to be repaired or sent back. Purchased a clock that was called an "Iron Clock" that was covered in rust on the back side and was not sealed correctly on the front. Called Concierge Services and was told that the manufacturing process was being looked into. Never heard back from anyone until after several attempts. Was promised that something would be done. They offered to refund our shipping cost which was never done. Ended up giving us 15% off of the clock only. The rust ruined a pair of shorts. The drawer on the media center was broken. Very disappointed with this company and will not be purchasing their products any more.

We bought $15,000 worth of patio furniture less then 3 years ago. Our “sunbrella” cushions have mold and mildew on them AGAIN! Arhaus replaced cushions once as they thought it was just a “bad batch” but it’s happened AGAIN! The fabric store in Austin,Tx does not think it’s real sunbrella fabric as it should NEVER mildew or mold!!!! Our cheap fire pit chairs that we bought at Home Depot 5 years ago that really do use sunbrella fabric are in PERFECT condition! I would never buy anything again from this company! In addition to the cushions being ruined ($3,900 if we want to reupholster every thing) the wicker is fading! They also change their collection so out fast so if you do need replacement anything or wanted to add to the collection you can’t!!! So we basically wasted $15k and will have to either spend another $4k reupholstering all cushions or get a new set of patio furniture somewhere else! Very frustrating when you spend this much and think it’s better quality because you do spend more!!!

Ordered $$$ of furniture. Dining table, dining chairs 2 Torino counter stools, 2 sofas, chair storage coffee table and cubes. Mirrors and fixtures. The furniture that had arrived arrived in poor condition. I asked if someone would be coming to repair the furniture. I was told they have no one and I should buy a Hawthorne pen and fix it myself. In my quest to locate one (which does not exist) the salesman at Ace couldn’t believe what I was told. He said that Arhaus should have contacted the furniture company and at the very least have a pen sent to me. I have been trying to contact my salesperson, Nancy L and Raul the assistant manager. No one calls back. In addition I purchased the insurance program for the furniture. Probably money thrown out. You would be better off getting your fu at IKEA. They at least have a customer service that responds.

You want 3 months of misery?? Buy something from ARHAUS. Over two months since initial delivery and my office furniture still isn't installed. Two trips from "white glove service" and it's still in pieces on the floor. Concierge service???? You kidding me????? It's like talking to a wall. You'd think they know how to assemble the units, but guess again. They already look two years old after all the fumbling around and trying to make the moldings match contours. Trying to get a return authorized??? Try your attorney. That's how uncooperative and non-responsive they are. Anywhere else, please. Go anywhere else. And you'll thank for me for it.

DO NOT DO BUSINESS WITH ARHAUS! WORST CUSTOMER SERVICE I'VE EVER EXPERIENCED. THEY DO NOT STAND BEHIND THEIR MerCHANDISE! Issue: Purchased a $2,500 leather chair from Arhaus recently and within 3 months of use, the leather surface began to peal. Arhaus response was “not our problem, we do not warranty fabric or finishes, you must have done something to the surface to cause the problem. Hence, they assume NO RESPONSIBILITY. IT IS THE CUSTOMERS FAULT. For the record, we did not treat the leather with any substance and have leather furniture throughout our home and have for years. We have never experienced anything like this. Furthermore, Arhaus refused to offer any assistance whatsoever, including sending a technician to inspect the defect, or even contact the manufacture to learn if something could be done to prevent further pealing. They do not care about the customer after the sale and seemed annoyed that we would even confront them with this problem. As another reviewer commented, avoid this company like the plague!

OMG I felt so regretful of purchasing from Arhaus. here is my experience.
1, the online sales agent helps me to place two orders (more than $7k) in June, and she put the wrong "ship to" address for one order. I figured out on 7/26 and called customer service to correct it.
2, for the 1st order I received on 7/27, it came with one wrong item.
3, for the 2nd order, they told me that it would be delivered on 7/31. but they didnt tell me regarding the delivery window. So I had to postpone all my meeting schedules and rushed back home for furniture delivery. the 84" high cabinet came with 2 pieces (one top and one base) and they dont really attach with each other. the delivery company told me that the product was missing the attach bracket. Come on this is Cali, we just had a bad earthquake last month!!! So the delivery company said they would request the bracket for me and install them later. after a second thought, I decided to return this item as I didnt feel comfortable for the whole experience. so the next day, which is today, I called the customer service. They were COLD and didnt give any crap to the customers' frustrations. They just kept saying that: the item has no defect as no bracket for this item, if you return you need to pay restocking fee and pick up fee. if there was no bracket, how come the delivery company told me so? besides without attachment, it was really not stable nor safe for the top cabinet. I dont even mind to pay for the restocking fee, but I have HUGE concern that I need to pay for the pick up fee as they said the product has NO DEFECT? and also they didnt show any understanding regarding the whole experience I went through from a over $7k purchase. their customer service was so cold that can make you feel like heart attack in snowy winter.

although they put wrong ship to address, no communication regarding the delivery window, no bracket for a 84" high cabinet is considered "no defect", they still refuse to apologize but charge me $160 restocking fee and $199 pick up fee.

please learn from my experience and run away from this brand. I will absolutely keep complaining and sharing my experience.

OMG I felt so regretful of purchasing from Arhaus. here is my experience.
1, the online sales agent helps me to place two orders (more than $7k) in June, and she put the wrong "ship to" address for one order. I figured out on 7/26 and called customer service to correct it.
2, for the 1st order I received on 7/27, it came with one wrong item.
3, for the 2nd order, they told me that it would be delivered on 7/31. but they didnt tell me regarding the delivery window. So I had to postpone all my meeting schedules and rushed back home for furniture delivery. the 84" high cabinet came with 2 pieces (one top and one base) and they dont really attach with each other. the delivery company told me that the product was missing the attach bracket. Come on this is Cali, we just had a bad earthquake last month!!! So the delivery company said they would request the bracket for me and install them later. after a second thought, I decided to return this item as I didnt feel comfortable for the whole experience. so the next day, which is today, I called the customer service. They were COLD and didnt give any crap to the customers' frustrations. They just kept saying that: the item has no defect as no bracket for this item, if you return you need to pay restocking fee and pick up fee. if there was no bracket, how come the delivery company told me so? besides without attachment, it was really not stable nor safe for the top cabinet. I dont even mind to pay for the restocking fee, but I have HUGE concern that I need to pay for the pick up fee as they said the product has NO DEFECT? and also they didnt show any understanding regarding the whole experience I went through from a over $7k purchase. their customer service was so cold that can make you feel like heart attack in snowy winter.

although they put wrong ship to address, no communication regarding the delivery window, no bracket for a 84" high cabinet is considered "no defect", they still refuse to apologize but charge me $160 restocking fee and $199 pick up fee.

please learn from my experience and run away from this brand. I will absolutely keep complaining and sharing my experience.

If I could give This company ZERO stars I would. I am finding the $4000.00 Sofa and chair We purchased last December to be of poor quality and craftsmanship. No one from this company, except the sales person, has responded to my concerns. Apparently John Reed don’t really give a crap about his customers. Avoid this company like the plague%

it took me this long to write a review because I wanted to speak with a corporate senior leader at their HQ first. Not one return call received. Bought a pricey marble dining table a couple of months ago. The floor model was nice, but the one we received was not. Mediocre quality! As I read through all the various feedback here, I share every single one them. There is no 0 rating available, so to my dismay, I gave Arhaus a 1. My experience with this company is awful and yes I will name that rude person I spoke with over at their Scottsdale location. His name is "Yanko" ( don't know how it's spelled , but pronounced as such). He is the most terrible customer service person I have ever dealt with, include Elaine H also. I called this company to ask to replace the table. At first, I was told that their manager will contact me. Never happened. After finally getting a hold of the manager, she told me that she was NEVER advised to return my calls...Back to Yanko> this person literally told me that there's nothing he can do about it and to just wait for the manager to call me back. Oh but wait, after he said that , he hung up on me!!He should not be customer-facing. I can go on and on with my complaint about this person, but I won't. All I can say is DON'T BUY ANYTHING FROM THIS PLACE. You'll be sorry!! I won't be surprised if this Scottsdale place shuts down. The owner should really pay attention and read all the awful feedback. However, I don't think he cares. BTW, my story here is at its most abridged version. I was being diplomatic!!!