ArhausReviews of arhaus.com

Awful customer service! They will charge you for $500 for shipping and if it needs to be returned or exchanged they charge you ANOTHER $500! Insane…. The. They refunded Le the wrong amount and sent a bill! Insane.

For as costly as the furniture the customer service is really bad. They just ignore the questions. we waited more than seven months for our furniture, and no one wants to sit on it because it's so unsupportive and no comfortable.

$15,000.00 FOR JUNK! If you want cheap leather, worry-free warranty service that is anything but worry-free, and a sectional that, in less than two months, looks like it has been through two world wars, then, by all means, Arhaus is your place, and the Rowland Leather Five-Piece Motion Sectional is your sectional. Let's start by explaining that the sales lady and store manager at The Woodlands Arhaus location were great to work with during our time of purchase. That being said, here is the timeline: September 16, 2022 - Three of the five pieces of the sectional and warranty were purchased for $10,161.65 September 26, 2022 - Three of the five pieces were delivered. October 3, 2022 - Remaining two pieces were ordered for $5,640.68. November 2, 2022 - Two remaining pieces arrive. GUESS WHAT!! YOU CANNOT RECLINE THEM ALL AT THE SAME TIME BECAUSE THEY HIT! No one bothered to tell us this. December 29, 2022 - Stain appears on right arm sectional December 30, 2022 - Warranty claim is filed, and the case is opened January 4, 2023 - Warranty technician comes out and is unable to correct issue. States that a new case will be opened that will escalate the claim. January 6, 2023 - Warranty company sends an email stating that the case is resolved and closed. January 6, 2023 - We attempted to contact the warranty company but could not get anyone to respond. We finally contacted Arhaus to assist. January 9, 2023 - We received a text from the warranty app stating that they would pay us $1,204.01 and that we could keep the damaged unit. The text offers us only one option - To Accept the Offer. WE DID NOT. January 13, 2023 - Contact warranty company to reject offer. Warranty company says sofa quality, leather damage, cushion damage, and poor wear of sectional are not their problem. Said they can submit claim to replace only one piece and can take 10-24 weeks to arrive!! WHAT!! January 13, 2023 - Dispute charges with CC for the full amount and submit a complaint on BBB. This leather sectional is crap. The leather is loose, flimsy, and thin. Does not hold its shape after just two months. The leather is sagging, discolored, and damaged. Warranty does not help. Looks like it has been used for ten years, and we have only had it for two months. Crap product. Crap quality. Crap Warranty. Arhaus is Crap.

This is a follow up to my September 27, 2022 review. I'd give this place zero stars if I could. Here I am 3 months later and issue still not resolved. Resolution went from November to December to you guessed it January. They don't call or email back. And the response from "Management " 3 months ago on Yelp asking that I contact them to resolve my issue well that resulted in more of the same - absolutely no response, crickets. It's really unbelievable that a company that offers such horrible service and had such disrespect and disregard for their customers is still in business. This issue is going on over a year. I emphatically recommend that you shop elsewhere. Save money, frustration, and blatant disrespect. Not to mention terrible quality.

Awful service

Update: I reached out to the social media response team. My issue below was addressed within an hour. They listened to my concerns with the lack of timely responses and provided a few solutions to resolve my issue. I’ll gladly make another purchase from the company. Issue Below Resolved: Interacting with their care team will make you wish you had never done business with Arhaus. I have a piece from the Porto collection. I loved it and used it year round until the fabric rotted on me. I’m disappointed and can’t recommended their outdoor pieces for anyone looking to purchase this unique style, mainly due to my interaction with the care team. Purchasing additional pieces after this latest interaction seems like a waste. After 1.5 years of owning my outdoor set, the fabric started to deteriorate. It would come off on our clothes, leaving grey fabric dust all over us and eventually the fabric ripped. I was about to replace it with a local repair shop because I love the style and I hadn’t intended on buying such an expensive ‘fast fashion’ piece of furniture, but wanted to check on a warranty claim first after reading about olefin fabric durability and realizing Arhaus has a limited warranty on outdoor fabric. I emailed on 11/29 to start an inquiry, and called on 12/2 after I didn’t receive a response. I followed up twice via email on 12/9 and 12/22. During a follow up call on 12/23, I was told that animals caused the damage and it wasn’t considered a fabric defect. Then the care rep said maybe it wasn’t animals, but it was intentional damage. Fabric weakening wasn’t caused by animals, and the rips and tears occurred after the fabric started to dry rot. On the call recording of the latest interaction, you can hear me pause (a bit in disbelief) after the rep asked me if I noticed the dry rot in August, why did I wait until December to report it? While it wasn’t said with malice, the implication was disappointing that my damage was intentional. Needless to say, the team will not be moving forward with my claim. I asked for a reply to my “case” to timestamp if I even get the courtesy of a response. It's been a few hours and I don't have any response to my email thread saying my case is closed. I have several large pieces and was considering more, but the lag in care is disappointing, and I wish I had never reached out. This was a poor experience. I could have had a local repair shop re-upholster my pieces by now instead of waiting countless weeks for an unresponsive concierge department to ignore my inquiry.

Arhaus is a lovely store in Plano/ Frisco Texas area. Debra Cleare helped us with bedroom furniture, accessories and tables. She has a flare and creative abilities which we appreciated. Debra answered all our many questions and offer good advice. The Bostics

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.