ArhausReviews of arhaus.com

Awful service

I bought 2 silver Amelie mirrors from Arhaus by calling the store and ordering directly from them. Per their request, I rearranged my schedule and agreed to drive 45 minutes on a weekday at 9am to pick them up at their nearest location so they didn’t have to store them for me. At pickup, both boxes were labeled appropriately indicating silver mirrors. However, upon unpacking I found gold mirrors and one of them had a broken frame. I called the store, sent them pics, and they agreed to send replacement mirrors and pick up the gold mirrors. The replacement mirrors came within 3 days and again the box was labeled silver, but the mirrors were gold. I was trying to finalize a remodeling project before Christmas, so frustration with Arhaus quality control was building. I called again and they offered to send another replacement order. I asked what they were going to do to ensure it was correct this time and they literally said “nothing”. I asked who could be contacted for packing and shipping inspections and they gave me a number to call a warehouse “if I wanted to”. I called, no answer. I left a message. Two days have passed and no response. Tried again this morning, nothing. Arhaus is a black hole when it come to customer service. There is no opportunity to provide feedback or rating on their website either. This is the worst customer experience I’ve had in years. Arhaus employees take no accountability for outcomes and quality control is extremely poor for products that are relatively expensive. Beware.

I made a purchase in March of 2022. The items arrived in August and were HORRIBLE quality compared to what was on the showroom that I was expecting. Even worse than this, I cannot get straight answer from the salesperson. It is unacceptable the way Arhaus treats their paying customers. I have been going back and forth with them for months and they dodge fixing the issue each and every time. It is always a broken promise. I will be sure to pass my experience along to anyone who is looking for furniture - nothing but disappointments with this company and employees!! Deceptive!! :(

I ordered a front doormat after seeing it featured in a magazine “Real Simple” in their “Stuff we love” section. I’m having a Christmas party in early December so I thought it would be perfect at the door. I ordered it November 20, 2022. Today December 5th, I called to find out where it is. I never received a confirmation email so I didn’t know when it shipped and couldn’t track it either. The customer service said that it would be shipped tomorrow December 6 because they were unable to schedule a UPS delivery truck any sooner! She said to give it 10 days to 2 weeks meaning a full month to get an online order from Arhaus! I’m pretty sure they dropped the ball with my order back in November. The right thing to do was to apologize and ship it expedited at no charge. Instead, I got excuses about scheduling a UPS delivery truck. I will not order from them again. Too many other businesses have the same products with better customer care and no excuses.

I purchased a lamp through Arhaus. I need to return the lamp and no customer service rep seems to know how to accomplish this task. After several emails and phone calls over a two-week period, I still do not have a return label. The package is sitting in the lobby of my building and it’s become an eye sore. Worst customer service I’ve encountered.

I ordered Thanksgiving dishes first week in September. Half showed up within a week. The rest showed up November 28, 5 days after Thanksgiving and after my company was gone. All the dishes I paid full price for and I didn't get to use have since gone on sale. Ugh. I made many phone calls, sent emails and messages inquiring about the location of my order, and even visited the store the week before Thanksgiving. I was "disconnected" by phone 3 times. The "chat" never got back to me, and the lady in the store who promised they would arrive on time was clearly incorrect. This is a high end store with dollar store customer service. I have spent way too much money at Arhaus over the years to be treated so poorly. The customer service is reprehensible.

If it were possible to leave no stars, I would. $18,000 was spent with this company. Initially the interaction with store personnel was great. Followup after the sell was slow and then nonexistent. Information about the fabric, personal experience with the products and durability turned out to be incomplete and inaccurate, compared to our experience. Two sofas arrived damaged, fabric very inferior! Two Rowland leather recliner seats stretched out and lost enough color to look “old” in less than 30 days - no children in the house. Leather was purchased because we expressed desire for durability. This leather is not durable, but rather very delicate. After a lot of emailing, submitted photos and conversations with their concierge, two sofas and 2 Rowlands were returned. Even though the furniture was picked up by “their selected movers”, our money was held until after everything reached their return Location. One sofa, reported by the movers, as having reached the Arhaus warehouse, was not immediately credited. The local store did not return emails. The regional manager would not respond. We are stuck with two recliners that have blankets over them to protect them from even the slightest moisture, and everyday simple living! Imagine, covered expensive furniture! Horribly disappointing experience.

Do not buy from Arhaus! I purchased the Lassen gray rug from Arhaus in March 2022. It was delivered in July. I immediately noticed that the rug was not wearing well. I had also purchased the worry free protection plan which does not protect your rug like you would think the name implies for an additional $200. And the sales associate explained me that they cover everything. They will only cover stains and not anything they consider ‘normal wear and tear’. After complaining to Arhaus and submitting pictures to the warranty coverage they deemed it to be my fault because I vacuumed the rug approximately 6 times. Somewhere on their web site they tell you that the rug cannot be vacuumed with the rug bar on. It needs to be done with a hand held attachment! I know I told the sales associate that I had grandchildren- I think this should have been mentioned when I was buying a $2000.00 rug! As the other reviews stated DO NOT BUY from this company. This isn’t the first issue I had with their products. I won’t go back even though I do like the style of the furniture!