“Delivered a couch and chair that looks like it’s 20 years old. Looks nothing like what we saw in the store or online. Have yet to get an apology. Customer service has been awful. I spent over $6000 on total trash.”
“Purchased two very expensive hair on leather Ottomans the hair started falling off the first use. These are in a second home that we have only visited three times ARHAUS refused to do anything about it. Also, it was incredibly hard to get customer service to call back I will never buy from these people again. Complete rip off.”
“I purchased some decorative pillows after spending $10,000 on a new sectional and chair. The pillow cost $179, which sits in the corner of the sectional. No one sits there and the pillow is pilling soooo much it looks like I’ve had it for 10 years. I’ve only had it 6 months. Their “concierge service”, said it was a decorative item so there was no warranty or anything they could or would do for me. They don’t even sell it anymore so that says a lot. I can’t believe that they would not stand behind the products. Will not be doing anymore business with them, as well as I will let my family and friends know how they treat their customers. Your lose Arhaus! I tried to upload a picture of it, but it wouldn’t support the image.”
“Lack of quality for the price. I bought several pieces. The Pomona chairs have been off-gassing for 2 months. Customer service is not ample for the price”
“First, we have been loyal Arhaus customers for years and I still love their furniture. BUT THE CUSTOMER SERVICE IS AWFUL! We ordered furniture on 4/11 and most of it was "in stock" and we were told 3-4 weeks. A few pieces were custom, and we were told 8-10 weeks for those. Well, I am still waiting on the "in stock" pieces months later and no idea when the custom pieces may show. And when I inquire through the store, "a few more weeks" and when I call customer service I get the RUDEST person who had the nerve to say "you're not hearing me"...YES i heard you and you keep saying a few more weeks. On the other hand, I ordered an entire dining room set from Restoration Hardware which arrived ON TIME and the delivery was so smooth, AND the store called me to see how I liked it. SOOOO, no more Arhaus for me and RH all the way!”
“In October of 2023, I purchased a Coburn Modular Sofa (6 pieces). By May of 2024 there was a distinct flaw in one of the seats (see photo). The sofa was purchased for a second home and had little use. Arhaus asked for photos, which we sent immediately. Today 7-24-2024, I received a decision via a phone call from their Ohio "customer service" and was told to use a fabric shaver on the seating material.
This is ridiculous, I will never purchase from them again and recommend the same to others.”
“I ordered two lights from Arhaus. they came direct from the manufacturer. did not like them, went to return.. no return forms on the site or for the order at all. called them 4 times finally got them to send a return form for UPS. Return lights, see no credit. no confirmaiton of return. call them again, wait 30 minutes. they say they did not get the return. tracking number shows it arrived at their dock on July 12. she proceeds to tell us it might not be entered yet (um, its scanned in, you should see that). order is still open, product is not enterered as return. then she says oh you need to return these to the manufacturer. LOL, Arhaus now has 800 dollars of our lights and we have nothing but a promise for them to call back. Worst customer service, terrible systems. I regret it all.”
“I visited your Westheimer location in search of a sectional. After a call with a salesperson and an email exchange with your interior designer, I provided details and was assured I would receive a text confirming my appointment to meet with the designer at the store. Unfortunately, neither the salesperson nor the designer followed up as promised.
If your policy is to prioritize customers based on their spending potential, please communicate that clearly and avoid making commitments you cannot fulfill to potential customers. Consequently, I will be taking my business, totaling $13,000, to another store that values customer respect and follow-through.
I am deeply disappointed with this experience and will not consider purchasing anything from your store in the future. I will also share my experience with others I come into contact with.”
“Extremely Let Down - Arhaus Error - NOT Made Right!
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!”
“Agreed! I spent a lot more money for coverage for my Arhaus couch. When I bought it, they said it would cover pet urine and that if it ever happened they would send someone out to clean it right away. I filed a claim and it took a couple of WEEKS to hear from them, then they proceeded to reject my claim and documentation over another month of time. "Warranty Service" aka warrantyservice.com is HORRIBLE. They said it as not covered due to happening over time... how wrong. This experience would definitely make me steer clear of buying from Arhaus in the future. What an awful experience.”
“I tried ordering six dinning chairs for over a month online but I keep getting an error message, called them several times and they can’t figure out what’s the problem is so I tried going to the store in Short Hills Mall when I got there after driving a long way there they were close for inventory, I got the attention of one of the many employees there and she dismissed me and pointed at the sign I was so upset so I called their number and the person on the phone was not helpful at all so I left and went to RH to purchase more furniture I need. Now I’m thinking after so much problems and reading all these horrible reviews I should purchase the chairs and the other pieces I wanted from them somewhere else. NOTE, customer service sucks!!!”
“The quality is not as expected. I purchased 3K couch and I had to exchange it due to the poor quality of the cushions. They didn't have the resilience, so when I sat on it it had huge dents after!!! For a one week sofa that's unacceptable. It was exchanged after 2 or 3 months!!! The delivery was rescheduled a couple of times.
I also ordered a custom chair. I was supposed to wait for it 6 weeks, I waited 6 months!!! Decorative pillows I ordered they should be filled with more down so they have more resilience. I don't think I will be ordering from them anymore.”
“We ordered 2 couches and artwork in JANUARY. The artwork showed up broken in half in April and we were told the fabric that we selected from their samples for the couches was not available. We changed the fabric and it is mid June and we still don't have the replaced art or couches. I just finally canceled the art work, and we will see if the couches show up in July!!!! If not, we will cancel those as well. 7 months is a bad joke. Don’t waste your money and time!!”
“Arhaus may be a great company to buy furniture from but not to work for if you are a minority. The upper management are not equip with the education or the diversity training needed. Johnny Punch on LinkedIn wants all people in Management to look like him. He is prejudice and this needs to be addressed. He is giving the company negative reviews and a bad name”
“We bought a very expensive leather couch from Arhaus in July 2023 ($12k+). The couch arrived with some scratches on 2 sides of the back of one of the sections as well as an area in one of the cushions that is not sewn to the seam leaving a gap. It is 6/6/24 and 3 repair trips plus almost a year later, we are still trying to get these issues resolved. We will never buy from Arhaus again. They are very quick to make the sale and take your money but the customer service is abysmal.”
“I bought two glass pendant lights for a Airbnb property I'm setting up from Arhaus recently for $699 each. One was "cloudy" when it arrived so I asked to exchange it and they said no problem should be out next week. Then couple weeks later they tell me it's on back order for 18 months! Now I have one pendant light installed over the island 🙃 Certainly, I understand that's the way it is sometimes. So I ask them if I can get one off their showroom floor instead or as last resort, if none available, use the cloudy one until the backordered one is ready? They said they are not willing to do that but I can cancel/return the other light instead. I think they could have stepped up here to make something work. Terrible customer service I'm sorry I bought $20k in furniture from them but I won't be doing again Also doesn't seem helpful to have Minoan as the middleman going back and forth to your vendors as it delays things with them as the middleman.”
“Awful. I purchased a sofa 4 months ago and still do not have it. I was supposed to get it last month. You cannot even speak to a person without a call back.”
“What a scam. I paid $4100 for a custom bed and when it arrived it had plastic feet. So I went to change the feet myself. the actual frame was made of cardboard not even particle board. I asked when I purchased the bed because it was custom could I make it taller and they said no. But come to find out you have to pay extra for actual wood feet, this was never discussed.”
“Was about to order 2 Arhaus Pelton Swival Chairs. After much reviews it's simply not worth the risk. Returns, customer service, quality and weak warranties are what's killed it for me. What's happened to Arhaus? They're not even posting explanations or resolutions!”
