Arhaus
Reviews and Complaints

I order 4 faux fur throws on black friday. The package arrived in two boxes.

I decided to return the blankets and Arhaus sent me a shipping label. The shipping label would only cover the weight of one of the boxes. I sent a request for a second shipping label. I was sent a second label that i used for the second box.

I mailed both boxes back to Ahaus the same day. They were both delivered a week later. I was only refunded for one of the two boxes. I have contacted customer support to get a refund for the other half of my returned order.

The woman stated she would submit an email to UPS and when they responded, she would be in touch with me. I never heard back from her. I called Arhaus a week and a half later. A new customer service representative created another email to send to UPS.

This new rep stated she will contact me by the end of the week once she hears from UPS. I am unsure why UPS needs to be contacted as I have the email confirming delivery and the name if the recipient at Arhaus who signed for both packages the same day the same time. So here I am still not being refunded by a company that has received the returned items.

Guess im out $250. Thanks for nothing Arhaus

This is about order # 10748****. I bought the Ashton handwoven rug and it was delivered in October.

Only 3 months later and it is unraveling in many different spots. I called customer service and they said there is nothing they can do because I did not buy protection on it. I bought it online and I did not even know that existed. I have bought many items from you over the years and I am incredibly disappointed in your customer service.

I had no idea the rugs you sell are such poor quality. I bought a table from Crate and Barrel a few years ago and 2 years after purchase there was a crack in it. They gave me a brand new table without a hassle.

I cant believe I wasted $2300 for nothing. I will no longer be shopping at Arhaus and will tell everyone I meet not to shop there.

Arhaus has, I think, some of the worst customer service practices I've experienced from a higher-end furniture retailer. I purchased an item covered by insurance.

It got damaged. Montage, the insurer, covered the claim, and per the agreement, I was provided the option to replace it with a like item from Arhaus.

I had many challenges: The chair was part of a matching recliner set and couldn't be matched. There were no suitable replacements. Instead, we opted for something different: A chair with an ottoman to replace the recliner.

Both items were under the replacement value. The designated Arhaus manager at the San Diego store (we had purchased originally in Torrance) assured us that it wouldn't be a problem to order the two pieces.

After waiting for notification of the order #, I inquired and was informed of a technical problem. Not one person was proactive. In all fairness, the manager at La Jolla (who explained that she was stepping out of that role) tried.

But, once it got taken over by the manager of the Torrance store, the tenor changed.

He was defensive, snarky, and acted "put upon." Since I wasn't paying for the item, they were out to punish me for opting for a replacement vs. cash. Plus, they had switched to another insurer/

He pointed out that we had been provided the wrong information and that the ottoman wasn't included--this was a month after we selected it. I checked the contract.

Technically he was right. From a customer loyalty perspective, it was wrong. We had relied on the information from the original manager that it would be covered. A great deal of time had passed.

Plus, he was snarky and defensive.

I requested that he confirm with his supervisor, "a very busy, IMPORTANT VP." (As the President of a company, I'm chopped liver, I guess). She denied it. I requested a discount on the ottoman. He asked and never received a response.

After following up yet again and hearing more excuses, I canceled the ottoman request.

I'm still waiting for an order # for the chair. I guess that by the time I receive the chair (if ever), I will no longer need it.

This company has mediocre furniture and terrible service.

NOT a good combination when there are many better alternatives. I suggest you spend your money and time elsewhere.

An email I wrote to Arhaus:

Hello,

About a week ago, I wrote an email directly to my sales rep to share of my discontentment with the customer service and follow through I was receiving. I wanted to give her first opportunity to respond to my frustrations and requests. She responded promptly and her communication and service began to pick up again.

Today Im writing the company because my dissatisfaction has returned.

Overall, I feel that attention and care (to the level of customer service I feel a luxury brand furniture company and design service would offer) were dismissed once I had officially placed part 1 of my first order.

This is when communication and follow through dropped.

And this is not satisfactory to me with the amount of money I have chosen to invest in my furniture thru this company.

I would expect the level of attention to the project as a WHOLE and communication to continue.

This is why I first wrote my sales rep because I had not heard any details about my order being placed to delivery. I also had unfinished pieces of designing our living room and dining room that she was aware of, but didnt seem to care IF the design project got finished to completion.

I also had received a piece of art in the mail that required a signature which I was unaware of getting shipped to me. It arrived with *** in the outer box, which I told her about as well.

Come to find out the print was not damaged. But I would have appreciated knowing the process to how my pieces were going to be coming to me.

I also was still awaiting any kind of communication about the part of my order I DID ask her to initiate about 10 days prior.

So, we did get that shipment started and I will be expecting it this Saturday. We are definitely excited!

Since receiving the art print, I placed it in the area that the designer had suggested it go in the schematics. Unfortunately it does not work well in that space as it is a huge piece of art that takes up the width of the wall, and makes the neighboring furniture and artwork look awkward.

For the benefit of the doubt, I have placed it in other areas of the rooms to see if it could be used somewhere else. And nothing is a good match.

So Ive written my rep again asking her if it can be returned because its just not a good design fit. I also wrote her with some chandelier questions because that was the additional piece I still wanted help with. The dining table we ordered is in a room with no overhead light. The designer suggested a pendant lamp in the corner on the schematic, but with NO other light in the entire room I felt an overhead light would be better.

So, I received a response from her that was very, very brief.

The artwork is not returnable.

And the chandelier is 14 lbs.

This answer may actually offer what I need to know. However its in the delivery and the lack of compassion that I dont appreciate.

Like I said to her, if I am incorrect with the level of service that I could expect from a luxury furniture company then I would prefer to know so that I can choose to work with someone who WILL be able to provide the kind of relationship Im looking for.

And now, Im coming to you with the situation of having a $1500 print that Ive been told there isnt anything we can do about.

I beg to differ. I replied to my sales rep asking her if there is a possibility of reselling it internally. I gave the example of how she seeked to find a dining room table that could be ready before ours is ready, since a lot of our other furniture was ready.

I have yet to hear back from her.

This was two days ago. I am generally willing to allow some time for response. But at this point, Im done with leading and initiating, and waiting. Its time that the company show some more satisfactory leadership.

After-all, I did believe Arhaus could provide exceptional quality and service. This is why I chose you after many years of saving up to redo and have the beautiful rooms I always wanted to have.

Trust me, this was a very intentional, luxury purchase.

Please provide in response what you feel you can do to accommodate a return on the art work, and the level of service I would like to receive because this project isnt quite done.

Thank you!