Arhaus

My designer friend ordered a 62" Acacius Coffee table from Arhaus. for me (she makes a small commission).

It is normally $7200 but I got it on sale (30% off). I viewed 2 different Acacius tables in person at an Arhaus store and my designer saw one at a different Arhaus.

The tables we saw were great. Then Arhaus delivered 2 coffee tables that both had serious flaws on the top. The first had 2 big gouges and a chip off of the edge of the wood log part of the top of the table.

The second table had 2 black scuff marks that could not be wiped off the wood and the top was so rough the delivery guy got a splinter when he gently rubbed his hand across the top of the table! The delivery people they used were wonderful and the reason for 2 stars is the quick resolution of the unacceptable delivered tables by Arhaus Customer Service. Both times the delivery people took pictures and called Arhaus. Immediately Arhaus said the table was not acceptable and they would send another.

They let me keep the first table as a "loaner". I commend them for the quick resolution and not trying to stonewall on the unacceptable tables. I kind of wonder if the great customer service was because a designer had ordered the table. I am expecting the delivery of table #3 in a week.

We will see if it is OK. I am not optimistic. If not, I am done with them and will ask them to remove the loaner and refund my money. There is obviously no quality control what-so-ever on these coffee tables.

To charge that amount and send out junk is unacceptable.

If you buy anything from Arhaus you better go over it with a fine tooth comb and make sure there are not huge flaws! What a disappointment!

In April, we ordered the Sonoma Outdoor Sofa 88 with Belgian Flax cushions. Our order was scheduled for delivery on June 12 (8********). When the sofa and chair arrived, only the chair had a cushion. We contacted the salesperson, only to be told it was on backorder. The delivery was set up in May, and the balance was paid at that time. There was a mix-up with the bank, and payment was made by the bank twice. The salesperson told my husband to dispute the charge because it would take the business office too long to credit the $1500.

In the meantime, when delivery was scheduled, the person indicated that a balance needed to be paid. I gave them the credit card information, and delivery was scheduled; however, no cushions arrived for the $6000 sofa. My husband called the salesperson, and she apologized, stating the cushion was no longer available (June) and it would have to be ordered. This makes no sense since we had already ordered it in April. She said the new order would be in the first week of August. Now it's August 16, and we've heard no word from the salesperson or Arhaus about our cushions.

In the meantime, the sofa has been marked down by 50%, and it appears that the cushions are available on that sofa. This is unacceptable. We ordered about $20,000 worth of furniture, and the lack of communication is unacceptable. If you cannot deliver the cushions to my home in Florida by the end of August, you can pick up the wood base and return our $6000. A plain wood base is of no use to me without cushions.

I gave Arhaus a last chance after three prior disappointing experiences: 1) incorrect products were delivered, 2) two defective dining tables sent, and 3) a broken chair sent/never re-ordered.

I placed an order this past long July 4th weekend. The following day I decided to buy 2 additional end tables.

I discovered my Arhaus credit card was over limit because my 1st purchase had been charged twice! I assumed it'd be an easy fix. WRONG!

I called, and the experience has been torturous. I was passed around, given excuses, ignored, and wasted hours of my time for a simple issue.

To top it off, I learned the 2 additional end tables I wanted were no longer on sale!

I spoke with the Concierge Team. They said the WebSales Team could make a pricing adjustment, especially since this was an Arhaus error. WRONG!

I called WebSales Team. After 20 minutes, a clerk informed me that her supervisor had reviewed the notes in the case I had filed.

She refused to make any pricing adjustments! She said I had missed the sale and was just out of luck.

Her careless decision was utterly disappointing, unprofessional, and lacked any sense of customer care.

Arhaus made a mistake,is in the wrong and has refused acknowledge it, must less DO THE RIGHT THING!

In summary, the company provided me bad customer service, has terrible internal and external communication, has inconsistent/unprofessional management, and has treated me poorly. I can't imagine another major retail operation not stepping up, fixing their mistake, and taking care of a customer when they caused the problem to start with.

I'm done with Arhaus!