The salesperson at our store put in incorrect address information for the Customer. Once it was discovered, it was taken care of, but then it took longer than expected to get the merchandise to the Customer. It was finally delivered on May 30, 2018. Unfortunately, a night stand
was damaged upon delivery and a replacement had to be ordered. Arhaus offered to refund the delivery fee, and gave the Customer a discount. The nightstand, per the request of the Customer is being sent to the store on June 14, 2018, instead of being delivered to her home, and the Customer will pick it up from the store. The Customer is agreeable to this solution, provided there is no problem with the replacement night stand
*** ***, our VP of Customer Care researched this Customer's complaint. Because of the issues with the leather (which we sell all the time and have not had issues with or complaints about before), and because the dye is definitely popping off based on what we can see in the
pictures, Arhaus will do a remake on the sofa. The Customer will keep this sofa in her home until her remake is completed and delivered. We are reaching out to the Customer to discuss the “small cushion,” and since we need to remake anyway, we will ensure that she gets the configuration she wants. The mechanism referred to is hidden between the cushions, and designed that way for a sleeker appearance. It should not be hard to activate when sitting on the sofa
The following communication was sent to the Customer today by our Concierge Department: "Hello Mr***, after further review of your service issue with your Capri chairs, we would like to extend you a full refund for these chairs in the amount of $2869.11, including taxPlease reply back
confirming that you have received this email so we can move forward with the refund We will refund the amount in the form of a check which you should receive in 7-business days." The customer's refund will be made via check and be sent in 7-days. Arhaus considers this matter resolved
Final Consumer Response /* (2000, 6, 2016/04/28) */
Dear Revdex.com:
After we contacted Arhaus multiple times since December and filed the instant complaint, they sent us the casters by UPS today that we paid for in early December
We have a handyman to replace them for us so we do
not if they will work and will notify Revdex.com with the results
Thank you.*** ***
*** *** from our Concierge department reached out to this guest on 6/12/and left a message to give her a call back. She called the guest again on 6/13/18, and went over the options of offering her 40% off a new set of chairs*** explained to the guest that this would be
Arhaus' final offer and would be void after 7/31/ The guest said she wanted more money off of a new set of chairs, her money back, or some sort of voucher from ArhausShe asked if since we are currently offering 40% off during our sale, what would 40% off do for her. *** explained to her that the sale going on had nothing to do with what Arhaus was offering her, and that one doesn’t have to do with the other, as they are separate issues/instances. *** explained what Arhaus is offering is as a courtesy, based on how long she has had these itemsWe do not warrant fabrics, and her chairs are still structurally sound, and have been in her home and use3d for years After a discussion with the guest, she began to inquire about a few different chairsShe gave *** a list of chairs she was interested in getting made in a dark brown leather. *** explained to her these chairs will be specially made for her, and there is a process and wait time. The guest wanted to know the original price, the sales price, and the discounted price of 40% off each set of chairs. She asked *** to call her back once she had all the informationGuest was last spoken to on 6/13/ *** has been reaching out leaving messages ever since. She left a message on 6/14/and 6/15/18, and also called today (6/18/18) and spoke to whom we believe is her husband, in which he stated she was travelling and he would get in contact with her to give me a call. This has not been resolved at this time, but Arhaus;' response deadline is tomorrow, so we have provided this update
Unfortunately, the connectors that hold the pieces together are on backorder - they should arrive by 10/24/17. 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.
I am rejecting this response because:
This is most definitely NOT what we were told by the Arhaus and Comenity representatives that we spoke with Again, when we purchased the furniture, we were told that there was ZERO risk until week after delivery of the furniture That satisfaction was guaranteed and if there was a change in mind or any issues it would not be a problem We asked multiple questions and were assured this, believe me Who wouldnt make sure that they were covered when purchasing so far in advance (again were were VERY transparent about this at the time of our purchase with Austin and were assured that it would not be a problem) and at such a huge investment cost?Not only did Austin assure us that it was not an issue to delay delivery as long as needed, but so did Arhaus - IN WRITING On no occasion were we advised, cautioned, or told that delayed delivery would be an issue or that there were any deadlines other than our agreed upon monthly financing payments We kept our end, Arhaus did not.Again, to recap We purchased the furniture after multiple calls from Austin encouraging us to do so with the friends and family sale promotion We were assured that there was no risk or issue with delayed delivery - we were very transparent that we were starting a major home remodel and would not be ready for the furniture for several months - FROM THE BEGINNING We told Austin we werent yet ready to purchase and were still looking and again were encouraged to go ahead with the promotion as there was no penalty if we changed our mind prior to delivery We were told that we were not fully committed until the furniture we purchased was delivered and signed for and that even after that we'd have a week to make sure we were fully happy with it.After doing additional research, we decided we werent comfortable with the furniture we had selected from Arhaus Greg contacted the Somerset Collection Arhaus manager store (which we purchased the furniture at) to discuss our concerns and see if we could cancel the order as we had been told would be possible if we had any doubts or concerns We were told it was "no problem" and that the cancellation would be made We were told that it would take 30-days to process our refund That is when we then began to have issues After months and multiple calls, we were told that we had to contact Comenity (the credit card financing company through Arhaus) for the $6K in interest we had paid We did so The manager we spoke to agreed that it was outrageous we would be expected to pay over $6K in interest on furniture that was NEVER delivered, touched, or ever used by us We were told we'd have to open a dispute to request the refund of interest paid We did so It was denied When we called and spoke with someone at Comenity about this we were told that Arhaus was behind the denial They advised us that Arhaus had denied the request for the refund of interest paid and that if we desired, we could dispute this decision and they would reopen the complaint Again, when we explained the situation to the manager, she was sympathetic and agreed that it was ridiculous we would be expected to pay interest on merchandise never received or used So, we reopened the dispute Again, the dispute was denied We called back and spoke with a manager at Comenity again who advised us that it was Arhaus who was rejecting our claim dispute requests and not Comenity It was at this point that we decided to contact you at the Revdex.com to help us mediate this issue as we have spent months, literally running around in a circle it seems on this issue trying to resolve it ourselves.We are good people We had no intention of ever cancelling our order when we initially decided to purchase furniture with Arhaus; in fact, to the contrary, we were excited However, this has gone south VERY quicklyNever in a million years did we think we'd be at risk of losing over $6K on furniture we never used or had delivered Who would possibly expect that? We asked multiple questions of the store staff we dealt with to make sure we were covered from anything like this happening We were transparent from Day that we were months away from needing the furniture and were assured that there was no rush or issue with this - both verbally and in writing When we wanted to cancel our order and called to discuss this with the manager we were told it was "not a problem" Yet months later, we are finding out it is indeed a problem, and a HUGE problem at that as they do not want to refund us money we paid them on interest again for merchandise never received or used How is this ethical? We are being given the runaround and it is beyond frustrating This company's response is ridiculous and unrealistic In no way does it show any customer service, reasonable compensation or dealings Again, we want full compensation for the interest we have paid - again, on furniture never used or delivered We are stuck with a coffee table that was a closeout item - it will not match our new living room set and we accept this as our decision and consequence The undelivered furniture however is a different story We were told that we would receive a refund and clearly the corporate office is telling us something different It is not right We will continue to fight this if we need to until we receive an amicable resolution No customer should have to go through this, it has been an utter nightmare Buyers should be warned and aware that this is a shady company with zero ethics Who would ever do business with someone like this????
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 9/10/2015. The customer didn’t call in to cancel until July 20, 2016. The customer signed all necessary paperwork that explained the financing charges clearly (see attached). The customer has disputed the charges through *** Bank (the credit card company) and *** found in Arhaus' favor stating that the Customer had agreed to the terms and failed to pay/cancel within the time frame.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I am far from happy or satisfied however, they made that part of the purchase right
Thank you!
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
Karla S*** from our Concierge department spoke to the Customer and offered the return of the Kensington table and refund of the full purchase price in the amount of $2,to be credited to the Customer's original form of payment. On Friday, May 4, Karla reached out to the Customer reiterating the offer and asking that the Customer confirm their acceptance.
I am rejecting this response because: This still does not solve the issueYou are essentially offering to refund the table with no resolution for the issues this transaction has caused. We have been dealing with poor customer service issues, missed deliveries, incorrect product replacement, and loss of job wages over these issues for nearly two years. This issue also causes another problem in that we imported $6,worth of antique chairs that match the stain of this table exactly. Refunding the cost of the table without requiring return would at least let us be able to handle the needed repairsPlease come back with a more reasonable resolution
In resonse to complaint ID number I was able to make contact with *** *** today and heard her complaintsThere was definitely some miscommunication when her car deal was madeIt was our understanding that *** would make her next car payment on her trade which was due ten days after
her purchaseWe have decided to pay off her remaining balance of $to TD FinancialTD Financial should receive the payoff amount by the middle of next week*** was distraught and we apologize for any grief she subsequently experiencedWe felt that we were thorough in explaining to *** that she would be responsible for making her next payment on her tradeWe have decided to give *** the benefit of doubt in regards to her not fully understanding the separations of obligations as relating to this complaint
A pidate of 9/has been scheduled between our third party delivery company (MXD) and the Customer. The Customer states that she will accept our offer of a complete exchange once the pioccurs
Our offer stands as is
The customer received a refund on 3/24/
The salesperson at our store put in incorrect address information for the Customer. Once it was discovered, it was taken care of, but then it took longer than expected to get the merchandise to the Customer. It was finally delivered on May 30, 2018. Unfortunately, a night stand
was damaged upon delivery and a replacement had to be ordered. Arhaus offered to refund the delivery fee, and gave the Customer a discount. The nightstand, per the request of the Customer is being sent to the store on June 14, 2018, instead of being delivered to her home, and the Customer will pick it up from the store. The Customer is agreeable to this solution, provided there is no problem with the replacement night stand
*** ***, our VP of Customer Care researched this Customer's complaint. Because of the issues with the leather (which we sell all the time and have not had issues with or complaints about before), and because the dye is definitely popping off based on what we can see in the
pictures, Arhaus will do a remake on the sofa. The Customer will keep this sofa in her home until her remake is completed and delivered. We are reaching out to the Customer to discuss the “small cushion,” and since we need to remake anyway, we will ensure that she gets the configuration she wants. The mechanism referred to is hidden between the cushions, and designed that way for a sleeker appearance. It should not be hard to activate when sitting on the sofa
The following communication was sent to the Customer today by our Concierge Department: "Hello Mr***, after further review of your service issue with your Capri chairs, we would like to extend you a full refund for these chairs in the amount of $2869.11, including taxPlease reply back
confirming that you have received this email so we can move forward with the refund We will refund the amount in the form of a check which you should receive in 7-business days." The customer's refund will be made via check and be sent in 7-days. Arhaus considers this matter resolved
Final Consumer Response /* (2000, 6, 2016/04/28) */
Dear Revdex.com:
After we contacted Arhaus multiple times since December and filed the instant complaint, they sent us the casters by UPS today that we paid for in early December
We have a handyman to replace them for us so we do
not if they will work and will notify Revdex.com with the results
Thank you.*** ***
*** *** from our Concierge department reached out to this guest on 6/12/and left a message to give her a call back. She called the guest again on 6/13/18, and went over the options of offering her 40% off a new set of chairs*** explained to the guest that this would be
Arhaus' final offer and would be void after 7/31/ The guest said she wanted more money off of a new set of chairs, her money back, or some sort of voucher from ArhausShe asked if since we are currently offering 40% off during our sale, what would 40% off do for her. *** explained to her that the sale going on had nothing to do with what Arhaus was offering her, and that one doesn’t have to do with the other, as they are separate issues/instances. *** explained what Arhaus is offering is as a courtesy, based on how long she has had these itemsWe do not warrant fabrics, and her chairs are still structurally sound, and have been in her home and use3d for years After a discussion with the guest, she began to inquire about a few different chairsShe gave *** a list of chairs she was interested in getting made in a dark brown leather. *** explained to her these chairs will be specially made for her, and there is a process and wait time. The guest wanted to know the original price, the sales price, and the discounted price of 40% off each set of chairs. She asked *** to call her back once she had all the informationGuest was last spoken to on 6/13/ *** has been reaching out leaving messages ever since. She left a message on 6/14/and 6/15/18, and also called today (6/18/18) and spoke to whom we believe is her husband, in which he stated she was travelling and he would get in contact with her to give me a call. This has not been resolved at this time, but Arhaus;' response deadline is tomorrow, so we have provided this update
Unfortunately, the connectors that hold the pieces together are on backorder - they should arrive by 10/24/17. 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.
I am rejecting this response because:
This is most definitely NOT what we were told by the Arhaus and Comenity representatives that we spoke with Again, when we purchased the furniture, we were told that there was ZERO risk until week after delivery of the furniture That satisfaction was guaranteed and if there was a change in mind or any issues it would not be a problem We asked multiple questions and were assured this, believe me Who wouldnt make sure that they were covered when purchasing so far in advance (again were were VERY transparent about this at the time of our purchase with Austin and were assured that it would not be a problem) and at such a huge investment cost?Not only did Austin assure us that it was not an issue to delay delivery as long as needed, but so did Arhaus - IN WRITING On no occasion were we advised, cautioned, or told that delayed delivery would be an issue or that there were any deadlines other than our agreed upon monthly financing payments We kept our end, Arhaus did not.Again, to recap We purchased the furniture after multiple calls from Austin encouraging us to do so with the friends and family sale promotion We were assured that there was no risk or issue with delayed delivery - we were very transparent that we were starting a major home remodel and would not be ready for the furniture for several months - FROM THE BEGINNING We told Austin we werent yet ready to purchase and were still looking and again were encouraged to go ahead with the promotion as there was no penalty if we changed our mind prior to delivery We were told that we were not fully committed until the furniture we purchased was delivered and signed for and that even after that we'd have a week to make sure we were fully happy with it.After doing additional research, we decided we werent comfortable with the furniture we had selected from Arhaus Greg contacted the Somerset Collection Arhaus manager store (which we purchased the furniture at) to discuss our concerns and see if we could cancel the order as we had been told would be possible if we had any doubts or concerns We were told it was "no problem" and that the cancellation would be made We were told that it would take 30-days to process our refund That is when we then began to have issues After months and multiple calls, we were told that we had to contact Comenity (the credit card financing company through Arhaus) for the $6K in interest we had paid We did so The manager we spoke to agreed that it was outrageous we would be expected to pay over $6K in interest on furniture that was NEVER delivered, touched, or ever used by us We were told we'd have to open a dispute to request the refund of interest paid We did so It was denied When we called and spoke with someone at Comenity about this we were told that Arhaus was behind the denial They advised us that Arhaus had denied the request for the refund of interest paid and that if we desired, we could dispute this decision and they would reopen the complaint Again, when we explained the situation to the manager, she was sympathetic and agreed that it was ridiculous we would be expected to pay interest on merchandise never received or used So, we reopened the dispute Again, the dispute was denied We called back and spoke with a manager at Comenity again who advised us that it was Arhaus who was rejecting our claim dispute requests and not Comenity It was at this point that we decided to contact you at the Revdex.com to help us mediate this issue as we have spent months, literally running around in a circle it seems on this issue trying to resolve it ourselves.We are good people We had no intention of ever cancelling our order when we initially decided to purchase furniture with Arhaus; in fact, to the contrary, we were excited However, this has gone south VERY quicklyNever in a million years did we think we'd be at risk of losing over $6K on furniture we never used or had delivered Who would possibly expect that? We asked multiple questions of the store staff we dealt with to make sure we were covered from anything like this happening We were transparent from Day that we were months away from needing the furniture and were assured that there was no rush or issue with this - both verbally and in writing When we wanted to cancel our order and called to discuss this with the manager we were told it was "not a problem" Yet months later, we are finding out it is indeed a problem, and a HUGE problem at that as they do not want to refund us money we paid them on interest again for merchandise never received or used How is this ethical? We are being given the runaround and it is beyond frustrating This company's response is ridiculous and unrealistic In no way does it show any customer service, reasonable compensation or dealings Again, we want full compensation for the interest we have paid - again, on furniture never used or delivered We are stuck with a coffee table that was a closeout item - it will not match our new living room set and we accept this as our decision and consequence The undelivered furniture however is a different story We were told that we would receive a refund and clearly the corporate office is telling us something different It is not right We will continue to fight this if we need to until we receive an amicable resolution No customer should have to go through this, it has been an utter nightmare Buyers should be warned and aware that this is a shady company with zero ethics Who would ever do business with someone like this????
Arhaus sent out a technician to the Customer's home on 4/21/17. The chair was assembled correctly and the problem fixed
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 9/10/2015. The customer didn’t call in to cancel until July 20, 2016. The customer signed all necessary paperwork that explained the financing charges clearly (see attached). The customer has disputed the charges through *** Bank (the credit card company) and *** found in Arhaus' favor stating that the Customer had agreed to the terms and failed to pay/cancel within the time frame.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I am far from happy or satisfied however, they made that part of the purchase right
Thank you!
Arhaus has agreed to pick up the merchandise and will refund the customer upon pi
This will be handled immediately
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
Karla S*** from our Concierge department spoke to the Customer and offered the return of the Kensington table and refund of the full purchase price in the amount of $2,to be credited to the Customer's original form of payment. On Friday, May 4, Karla reached out to the Customer reiterating the offer and asking that the Customer confirm their acceptance.
I am rejecting this response because: This still does not solve the issueYou are essentially offering to refund the table with no resolution for the issues this transaction has caused. We have been dealing with poor customer service issues, missed deliveries, incorrect product replacement, and loss of job wages over these issues for nearly two years. This issue also causes another problem in that we imported $6,worth of antique chairs that match the stain of this table exactly. Refunding the cost of the table without requiring return would at least let us be able to handle the needed repairsPlease come back with a more reasonable resolution
In resonse to complaint ID number I was able to make contact with *** *** today and heard her complaintsThere was definitely some miscommunication when her car deal was madeIt was our understanding that *** would make her next car payment on her trade which was due ten days after
her purchaseWe have decided to pay off her remaining balance of $to TD FinancialTD Financial should receive the payoff amount by the middle of next week*** was distraught and we apologize for any grief she subsequently experiencedWe felt that we were thorough in explaining to *** that she would be responsible for making her next payment on her tradeWe have decided to give *** the benefit of doubt in regards to her not fully understanding the separations of obligations as relating to this complaint
Arhaus has agreed to accept a return of the merchandise and provide the Customer with a full refund
A pidate of 9/has been scheduled between our third party delivery company (MXD) and the Customer. The Customer states that she will accept our offer of a complete exchange once the pioccurs