“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!”
“Horrible! The chairs I received where custom made and delivered with poor quality. Both chairs were not properly made, material sagging, arm separated from the frame and a complete disaster after waiting 12 weeks. Custom service will not call me back and now I have to wait 12-16 weeks for them to reship.... the worst quality on a $2800 chair!!!”
“I am very disappointed in Arhaus store policy. I bought end tables to find out the day before delivery they drastically went on sale from what i paid. The next morning i called the store and asked to see if they could honor the sale price and the sales woman i ordered from said no, they don't adjust sale prices once they go on sale, I said to her that they weren’t delivered yet and she said sorry, but we can’t honor the sales price. A few months prior to purchasing these end tables, I bought furniture from Pottery barn in July of 23 in Oct of 23 the furniture I purchased went on sale and customer service honored the sales price 3months later! So for this reason Arhaus now lost a customer and i will not recommend them to anyone. It’s a shame because i was going to order a bedroom set from them, but i will go with my other choice at Pottery Barn.”
“Love the furniture, but HATE the customer service! They will bend over backwards for you trying to get you to buy and then once you do they couldn’t care less about you and it’s near impossible to get people to help you actually get your furniture. We bought items for our house we were building a year early and still didn’t get them for months after we moved in. NEVER do their credit card! They are not up front with the terms. We were charged SO much interest because we thought we had one more month until the interest free was over. They have lost hundred of thousands of dollars from us in future purchases and referrals to friends because they have THE WORST customer care of any company!!! Buy from somewhere else!”
“We bought an Arhaus five-piece sectional over a year ago. Production was about four months. When it arrived, two of the pieces were wrong. We waited about three months for a new couch. The second couch was correct but the new pillows seemed about half as filled as the originals (which had been fine, but which they took when they replaced the couch). They were so flat that after a few months, they agreed to replace the pillows. That took a few more months. The new ones are a little better but not as good/filled as the originals. You have to plump them after each sitting or they look bad. Another major problem is that feathers come out of the pillow and couch, which does not seem normal. Overall, the couch looks nice and is fairly comfortable but I would not recommend due to feathers flying everywhere and squashed pillows after each sitting. For the price, it's pretty annoying.”
“I have ordered alot of furniture from Arhaus and most of it has been really lovely. However, I ordered a custom "performance" rug from them and the experience has not been good. I waited for the rug for 8 months. The rug looked beautiful but in the first week the loops began pulling out and within a couple of weeks there were pulled loops everywhere. It looked terrible. Fortunately, my sales rep spoke to the manager and they graciously agreed to replace the rug. I was pleased!!! I paid an additional charge for the new rug order which was placed in March 2023. It is now March 2024 - A YEAR LATER - and I STILL have not received my new rug. I have called the store multiple times since December 2023 and each time the rep tells me it's ready for delivery and to expect a call. It's now March 22, 2024 and I'm still waiting. I don't think anyone should have to wait over a YEAR for a rug - what do you think? Beware....”
“I have worked for Arhaus Furniture for over a decade and absolutely love this company. I also own an entire home of Arhaus Furniture and have never experienced any quality issues. Its just the truth.”
