ArhausReviews of arhaus.com

Horrible customer service that lies to consumers. 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.

UNHAPPY CUSTOMER. 6 years ago I paid a lot of money for a Landsbury sofa and opted for the Worry Free protection because I have small children so it seemed like the right thing to do. The initial delivery of the sofa and the subsequent years went fine until we had an incident on the sofa and needed to utilize the Worry Free protection plan. That's where the nightmare began. I called and they said the would replace the entire portion of the sofa - so that made me happy. HOWEVER, when the order arrived 6 months later (yes everything takes that long) it was the wrong part of the sofa so naturally I refused and called the Concierge to get it replaced. They didn't apologize for the inconvenience. They said they needed to send a swatch for my approval however they never did that the first time. Another few months go by with no swatch and no sofa and I called back a number of times and was sent back and forth between folks that just didn't seem to give a s**t about their errors. It was like they kept no records of conversations. Finally, after a year of no replacement chaise and no follow-up, they told me they discontinued my fabric so they would see if they could get approval for a reselect on a new sofa. Well, that went back and forth and then they told me that that would - I went into the store and placed the order and was told it would take 8 weeks - it took 5 months. Oh and I needed to pay the difference in the cost of the sofa because when I purchased it 6 yrs ago it was much less - inflation! So a few thousand dollars and 5 months later, I finally receive the sofa, and low and behold they GET IT WRONG AGAIN. They did send me 2 out of 3 of the correct pieces but the middle portion is completely wrong. OK so I call back, and go to the store, show them a pic of the sofa, and they look at me and say "That's awful that's so wrong. I have customers that order $100,000 and they get it and everything is perfect and then there are customers like YOU that pay way less and they get everything wrong. I guess it's the luck of the draw for you." REALLY? That is your response? There was no sympathy and zero willingness to help me fix it. Instead I am on the phone with them back and forth for another few days with zero resolution. SO here I go again, almost 2 yrs later and I still do not have the right item in my home. I called Concierge and they of course blame the store for giving them the wrong sku on the order and the store of course blamed the Concierge. How about someone just takes some accountability and say I am so sorry we've messed this up AGAIN and we want to make it right. Not only are they incredibly unhelpful but they told me it will take another 8-16 weeks. Why is the order that is wrong (and their fault) going to the back of the queue? It should be fixed immediately. They do not expedite anything that is wrong. They do not take accountability. I really wanted to like this company because I do love the furniture and the design aesthetic but I am going to find it incredibly hard to purchase anything from them again, or recommend them to anyone. BUYER BEWARE. DO not buy from ARHAUS. The quality is nice but the chances of you getting the correct item and you being happy is pretty small. Not worth the time and money. I would just go to Restoration Hardware or Pottery Barn if I were you.

Horrible customer service and just like everyone else we waited over 9 months for a TV console, and it was defective. Overpriced and quality is poorly made.

DONT BUY thes TELEGRAPH (4 Drawer) FILE CABINETS The locks are CHEAP! 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. User's recommendation: find a different product if you're spending that type of money.

UPDATED… I finally reached someone at corporate headquarters. Todd Bauer, VP of Customer Service. He’s only a couple of months into this role - trying to fix the customer experience issues at Arhaus many of us have been frustrated by. Once he got involved, (1) he acknowledged they missed the boat on several occasions where I deserved better, (2) he moved quickly - within 1 day - toward a resolution we both found satisfactory. My advice - until Todd can revamp their current processes, continue pushing until you get help from HQ. You can absolutely request someone beyond the “concierge service”. Todd was fantastic, seems to be the right guy to help this company. I wish him well. Because of his involvement, I give them 3 stars vs the 1 star I had initially given. OLD POST: After a year of fighting with Arhaus about their “worry free” warranty on a ~$10,000 sofa (in a year, not a single person returned my call… you have to spend hours trying to track someone down - the store manager finally helped me), they didn’t take any action until I threatened to file a complaint with the attorney generals office. Today was the day they were supposed to replace all the cushions. Their “concierge service” just showed up, dropped off boxes of cushions, and said “we were instructed not to install them for you. Sorry”. And they left. Are you serious!?!?!? What company sells you a “worry free” warranty, then when it breaks, they drop off a box of parts and say “fix it yourself”???? These are impossible for 1 person to swap out on their own do to the fit/size, so now I have to find it hire someone to install these for me. I’ve had it with this company. It’s complete garbage. First call this morning is to the AGs office.

Getting delivery on the furniture that I ordered was an absolute nightmare. I waited nearly a year to get an order that cost a substantial amount of money. Customer service was nonexistent. Staff office skated an attempted to blame the victim at any interaction. It took my executive assistant to go back nearly a year and cut and paste every email correspondence with them until they became serious about my complaint. Ultimately they delivered by nearly a year late. Buyer beware I would not use this company despite the quality of its furniture.

We purchased the Owen 5 piece sectional one year ago in the burbank pepper. From the moment it was delivered I knew something was wrong. The material felt like sandpaper and we could not sit on it without being very uncomfortable. I immediately called customer service and was connected to a concierge, a case was opened. Fast forward one year. I have made several claims with now the added issue of the cushions not keeping form and everyone sinks in the couch. I have followed all instructions properly for maintenance and also had previously purchased the extended warranty. So long story short, Arhaus told me the cushions are no longer available, I am stuck with a couch that looks 10 years old, feels like sandpaper and my extended warranty is worthless. No money back for the warranty that is useless or any assistance or research on why the material does not feel like samples in store. Do not ever purchase from this company, they are on the verge of being fraudulent.

I have received flawed and faulty furnitures, and had to go through the exchange process twice cuz the replacement would still have issues, disappointing to have such low quality and poorly manufactured products at a premium price tag. I’d strongly recommend anyone against considering this brand to start with and look into other brands for furnitures to save yourself some hassle