Arhaus
Reviews and Complaints
Silver Spring, Maryland
Sent bill to collections
I purchased 2 chairs during Covid - 4 years ago. One chair came in the wrong color and they told me to hold on to it.
We did receive the correct chair, but no one picked up the used chair. Someone called to follow up on picking the chair up at least a year later and told me to keep it.
Someone followed up once more and I repeated that I was told to keep.
Yesterday I got a dunning letter from a creditor without any notifying me.
Thats not the way to do business!
Resolution- they will pick up my 4 year old chair. Dont buy a blue chair that will likely be put in a showroom.
Akron, Ohio
Poor service
Oder replacement slip covers and replacement sofa pillows. When confirmed the slip covers were ordered and told they could not be canceled, meanwhile the sofa replacement pillows they offered were the wrong pillows and required my confirmation.
When we received the pillows orders they sent texts to find if they could order the right size pillows. No apologies just reminder we are stuck with the slip covers. Their service has gone down hill.. Bought original furniture 15 years ago with no problems.
Now just threats. Spent over $10;000 for rugs and accessories
User's recommendation: Do not order item until everything is confirmed and make sure the items are correct before placing order, and quickly respond to customer
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Verified Reviewer
Resolved: Poor quality furniture
Company fixed the issue and I have been provided with full refund.
The exposed non-stained, untreated treated raw pine under the table is visible right away, and the overall quality of the table and benches is comparable to something I have purchased in the past from an online retailer like Wayfair.
When I called the Arhaus concierge line to express my dissatisfaction, I was told to email photos and if they see a manufacturer defect, they will accept the return of table. However, if I simply do not like the table and benches, they will deduct a whopping $750 in fees from the return amount ($300 for delivery and 10% of what I paid). It's outrageous a billion dollar company like Arhaus would charge such exorbitant fees to return a product that is clearly not up to par. I have yet to hear a decision from the concierge group.
To add to my frustration, I also placed a custom order of two leather chairs to match the dining table.
The custom chair order was finalized and deposit was paid 9 days ago along with my in stock order. The custom chairs are due be ready until July. I asked to cancel the custom chair order, I was reminded , if I cancel the custom order I will not be refunded the $1400/50% deposi
I chose the leather for the custom chairs in the showroom, I was told the chairs will be made in North Carolina.
I wrongly assumed the in dining table and benches would be made in North Carolina, but they were made in China and assembled in my driveway.
I spent over $12,000 on furniture and accessories. 3 of the 6 pieces in my order (a bench and two mirrors) are beautiful and the quality I expected.
I makes me sick to think I may lose over $2100 for being too trusting of a big company.
I still strongly advise against trusting the quality of Arhaus furniture , save yourself the headache and the money; go elsewhere for furniture and a better return policy, like Costco.
- Nice mirrors and accessories
- To much risk to order custom items or large pieces of furniture
Preferred solution: Full refund
User's recommendation: Avoid ordering large pieces of furniture or custom items
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Verified Reviewer |
Walton Hills, Ohio
Resolved: Looks horrible after 7 months
Company fixed the issue and I have been provided with apology. Corporate called after a BBB complaint and replaced the whole bedroom set
We saved and bought an entire Bodhi bedroom set. 7 months in the finish is rubbing off both end tables abs the platform of the bed.
They will not do a thing about it. 9k of furniture should last longer than 7 months
- Beautiful at first
- Horrible customer service and low product quality
Preferred solution: Replaced, refinished or refund
User's recommendation: Stay away
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No shipping updates no way to get customer service
I called and was put on hold for 30 minutes before hanging up with no connection to anyone. I've left messages and emailed and never heard back after 3 weeks of trying. Just want to know my order status since I received confirmation of my order when I ordered 5 weeks ago but no response or communication of any kind since.
- Nice products
- No service no communication
Preferred solution: Deliver product or service ordered
User's recommendation: Buy in a store and get a person's card so you have someone to call
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Verified Reviewer
Resolved: Extremely late table, bad customer service
Company fixed the issue and I have been provided with apology. Obtained missing table and coordinated delivery
This is absolutely not the case. When I called to follow up on the lateness of delivery, I spoke with an agent, Andrew Knipfer, who said it would be another 4 weeks most likely before delivery. That is 14 weeks total! Insane.
He also said we would be offered a late discount and he would handle all of the communication moving forward. Not only did he not follow up regarding the promised discount, he sent a receipt (which I already had) and then ghosted me.
When I tried to call customer service I am on indefinite hold. This is totally unacceptable and I wouldn't recommend Arhaus to ANYONE!
- Some lovely furniture
- You will never receive the furniture
Preferred solution: Deliver product or service ordered
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Verified Reviewer
Return policy
I Do not recommend Arhaus. I bought four counter stools that didn't fit correctly.
I immediately called them and was charged a restocking fee and another delivery fee to return them. I ended paying them $700 to return the stools in less than 24 hours! I wanted to buy different stools but was told that there would be another$299 dollar charge to purchase and deliver them. Are they nuts?
They wouldn't budge and lost my business. I am using RH now who are a pleasure to deal with and run a great business. They are going out of their way to earn my business.
No restocking fees and a onetime delivery fee. Do not shop at Arhaus very poor customer service!
- Pretty furniture
- Poor customer service
Preferred solution: Full refund
User's recommendation: Do not shop there . There flexibility does not exist.
North Grafton, Massachusetts
Cheap quality
Novali couch is cheaply made. While leaning on the armrest to leverage myself up and off the couch, I heard a crack and my elbow went through the frame.
Now there is, what feels to be, *** when I press on that part of the cushion.
My guess is that its framed from particle board.
Poor quality for a $8,000.00 couch!! What a rip-off.
User's recommendation: I would not recommend buying your couch here.
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Verified Reviewer |
Englewood, Colorado
Horrible experience
Bought three couches and the down feather poked us so bad we couldnt sit down without pain. So I ordered foam.
Had to pay another $3000 and then they sent me the wrong ones AFTER 9 mos. Non refundable they sent me cushions for two of the couches So now I have to spend another $1000 for the right cushions.
Never buying anything here again. Telling my decorator to do the same
- Bad service unknowledgeable staff and customer service
Preferred solution: Price reduction
User's recommendation: Don’t shop here
Saint Augustine, Florida
Missing screws to assemble table
Delivery was good until delivery person informed me they didnt have the screws needed to connect table to pedestal. Arhaus said they will send screws and schedule assembly this week. Hope they follow through with promise.
Millsboro, Delaware
Defective waterproofing on outdoor furniture
Nov 2020 I bought the white Remington Outdoor Sofa for a home in Delaware. It was delivered in the spring of 2021 and was placed on a covered porched along a golf course with several hours of early morning sun.
By end of summer mildew started to form. The damage became so extensive that they recommended I contact Sunbrella for guidance but offered no other assistance other than that. I had to remove the couch from my porch to clean it so not to damage rugs with the recommended bleach and dish soap cleaning combination, scrub the entire couch, let it dry, then buy $100 worth of 309 fabric protector that I had to spray on I have covers for all the furniture that I bought from them also. The furniture gets covered every November until warm weather in Spring.
This summer the mildew was worse and some of the covers are defective and leak. Arhaus Concierge and sales team have been disappointingly unresponsive.
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Verified Reviewer
Bad furniture and customer service
i ordered a table and four chairs. the chairs all were upholstered in a very shoddy manner.
The men who assembled the table did it backwards and now we cannot even sit at the table because the bars block our legs.
And NO one will take ownership of this. I called the store in Forth Worth and I was told its not their problem.
- Nice look
- Bad construction and no customer service
Preferred solution: Deliver product or service ordered
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Verified Reviewer |
New York, New York
ARHAUS FILE CABINET DESIGN FAIL
DONT BUY these FILE CABINETS https://www.arhaus.com/products/telegraph-four-drawer-file?variant=408691****5067
The locks are CHEEP! They FAIL, and it takes a very long time to replace.
I had my taxes inside, ledgers etc. and could not access. Had to xcl accountant and filed for an extension... ready to hacksaw apart, but they will not cover or return the item.
Awaiting replacements. The Technician said it happens A lot with these locks. Customer service was not empathetic to the severity. For $1600 this should not happen.
Why have a secure File cabinet if you can't get in? Failed design.
Preferred solution: Full refund
User's recommendation: find a different product if you're spending that type of money
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Verified Reviewer |
Billings, Montana
Levy Espresso Pendant Sku: 669124H256KT
I purchased the Levy Espresso Pendant and it came with all chips in the wood and two large roaches in the box. It was absolutely disgusting.
How do you ship your products with bugs in them and the light had all chips in it. Is this why it was on sale?
Preferred solution: Full refund
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Verified Reviewer |
Laurel, Maryland
Terrible customer service - false promises
We ordered a sectional in October of 2022. We received part of the sectional but have yet to receive the rest.
We contacted Arhaus but were told the piece had yet to be manufactured. It is now seven (7) months later, and when I call customer service, they keep me on hold and either tell me nothing or hang up in the middle of the call as if it dropped.
After I filed a BBB complaint, I received a call saying that the delay was because they had to send us a piece of material for our approval of the color. Think of how ridiculous this is. They gave you part of the couch, and they say they are waiting for our permission to color the connecting piece of the couch.
What? I am going to get a different color for the connecting portion. Anyway, they can't get their stories straight. The other customer service says that the piece still needs to be manufactured.
Now they are offering to refund the cost of the connecting portion, which renders the other two pieces useless.
I swear that I had better customer service at Walmart. This was an $8K+ couch.
User's recommendation: Be careful - Lies from beginning to end
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So true. Beautiful at first.