“Terrible Experience – Would Never Shop Here Again
I wish I could give zero stars for the experience I’ve had with Arhaus. Last May, we ordered a very expensive marble table and were told it would arrive in three months. Instead, it took six months—and when it finally arrived, it was completely broken and damaged. Arhaus took it back but did absolutely nothing to apologize for the massive inconvenience.
They then promised a replacement within four months, but six months later, when it finally arrived, it was broken again. After waiting well over a year, we still don’t have the table we paid for. On top of that, the customer service has been awful—rude, dismissive, and unwilling to offer any meaningful resolution.
This has been a frustrating, disappointing, and expensive ordeal, and I would never shop at Arhaus again. If you're considering making a purchase, especially something high-end, beware. The lack of care, delays, and poor customer service are not worth it.”
“Ordered our furniture I October, was told it would be here by the end of January it is now March and we still have not received all our furniture. Was sent a delivery date of March 12th and called to see when we are receiving it and now they say they don’t know where it’s at. No phone calls without our constant contact. Terrible customer service. Coffee table is not balanced was suppose to order a new one but never did. But of coarse they want their money before delivering it. Very disappointing for the amount of money we spent and still waiting with no answers.”
“Placemats took over two weeks to be delivered and arrived with one missing. 12 minutes to reach someone to get an RMA. The return label arrived with someone else's information. After receiving my return, Arhaus hasn't provided any updates in 10 days.”
“Purchased a coffee table from Arhaus. Within a year, the wood completely began to fall off and peel. Contacted Arhaus multiple times and each time they said that it was wear and tear. I showed them on multiple occasions that the wood trim around the coffee table was completely peeling off of the table. Horrible customer service and even worse product service . They claim to have a five-year warranty on their products and provide quality, upscale furniture, but that is not the case.”
“I have spent 10 of thousands of dollars with this company. It is their go to practice to sell you a 5 yr warranty with any furniture, rug ext. that you buy. At the time you think, um that's a good idea. Twice, within 2 years of purchase, I have submitted a claim. The first was for stained fabric and the most recent was for upholstery that has come undone on a 2 year old chair that sits in the corner of the living room. Both times the warranty company says, nope we are not repairing/addressing this claim. You can only communicate through email and it stinks. BUYER BEWARE THEY CHARGE A FORTUNE AND DO NOT TAKE CARE OF THE CUSTOMER AFTER THE SALE IS COMPLETE.”
“Very very disappointed experiences for both the product and the services from Arhaus. The bed we purchased is basically a steel structure and was not as they described as wood on their website, even not a single word mentioned for the steel structures. Except the side plates, the lags, the canopy were all coming as steels, which is cheating customers, and Arhaus is dishonest. The customer service is extremely poor. No communications and no response when call them or left messages.”
“I will never ever buy anything else from Arhaus.
Ordered “stock” dining chairs and after almost 6 months still do not have them No explanation , nothing just “we’ll check we’ll check oh this is so unusaual” such BS if you can’t explain to a customer what a delay in their supply chain is you shouldn’t be in business”
“I would like to review Arhaus:
I’m extremely frustrated with my recent experience with Arhaus. I reached out for a price adjustment on an item I purchased on October 21st.
I paid $4,399 for the item, only to find that it’s now listed at $3,079—a staggering difference of $1,320 plus tax. I received the item on December 17th and emailed the Arhaus team on December 30th, but I never got a response. I followed up the email and wasted over an hour on the phone with various Arhaus customer service representatives. It was a very disappointing experience.
I was informed about a 50% penalty for restocking if I decided to return the bench, but I’m not looking to return it; I just want to pay the price that others are currently paying.
As a loyal customer, I think it’s only fair to request a refund for the price difference, including tax. I reached out within 14 days of delivery, and I feel like my concerns are being ignored. I hope Arhaus can improve their customer service and address price adjustments more fairly.”
“DO NOT shop at Arhaus, they have the absolute worst customer service. My wife and I have spent so much money here and we even convinced our parents to get a coburn motion couch worth over $10k from them. Everything is great until you have an issue, then they are the most arrogant and unhelpful company you can ever imagine. My parents sat physically on a couch in their demo room at the store and ordered it because it was comfortable. The couch gets delivered and it is significantly less comfortable than the one they tested in the store (same exact couch model). We called and complained and asked for a resolution/return and all they could say is the couch can't be returned and we are out of luck! They didn't offer any alternative resolution and the person on the phone was very condescending and illogical. He was saying "oh well the couch in the store is more maintained so it's expected to be more comfortable." We bought the couch just a few months ago, it hasn't even been a year so that makes ZERO sense! I am still stunned that they didn't care about the quality of their furniture not being up to par and just flat out refused to offer any sort of resolution or help. I will never shop with them again because I'd rather spend my hard earned money with a business that values me as a customer and cares about my overall experience and is committed to making things right when issues arise.”
“Purchased two chairs and worry free protection. Been trying for weeks to get someone at worry free protection to submit a claim. Cannot leave a message, no one answers phone. Arhaus is of no help. Do not waste your money!”
“Purchased Italian made hand painted kitchen table about 4 years ago. The entire top is chipping, Arhaus would not send anyone out to repair, no touch up kit, no response back from manufacturer.
Having a refinishing company pick up and refinish. I will NEVER purchase from them again, terrible customer service and definitely question the quality of their merchandise!”
“i wish i had read reviews before ordering, ordered a $11,000 sectional in November was told it would ship mid December and now they are estimating maybe the end of March. This is unacceptable it isn’t 2020 supply chain issue days. customer service was nice and apologetic, but really can’t do anything. i will be shopping elsewhere and most likely canceling this order. First and last order with Arhaus!”
“I can't believe thos company is still in business much less profitable. We spent $15000 there 3 months ago and still can't get our furniture delivered. Every phone call is a nightmare experience. We have wasted many hours waiting for deliveries that never show and when we call they have no idea where our furniture is. This is the worst customer service we have ever experienced.”
“Bought dining room chairs from the Brookfield, WI location. When I picked them up employees at the counter watched me carry them out, customers offered to open the doors for me. I receive better customer service at Costco. An employee should have offered to help by opening the door.
Arhaus, please teach & understand good costumer service will result in returning customers, unfortunately I will not be returning, at least not to this location.”
“Purchased $4000 sofa, June 2024. Less than six months, terribly discovered and worn. Only one person in household. Denied any remedy by Arhaus.
Two swivel chairs remade in a different fabric, but still not acceptable in either fabric due to extensive puckering around the seams. Was given money back on chairs.”
“I expected superior customer service for a luxury company.
I can not get an employee to respond from 2 chats and leaving a voice mail.
I do not blame these customers to be disgusted with service.”
“Horrible customer service. Worse return policy I have ever heard. 14 days and you have to pay restocking fees. They are awful. Long hold times, not considerate and even rude.
In this day and age when they don’t have many showrooms and you are ordering furniture that is sight unseen from the internet they need to do much better. Buy with extreme caution”
“Please DO NOT purchase ANYTHING from Arhaus. In April, 2024, we purchased a couch and a chair from Arhaus, spending a total of $7000. When the furniture arrived, there was entirely too much fabric on the couch and chair causing it to looked wrinkled and old. We called the Customer Care line. Their solution was to send out a tech. This tech showed up with a hand held steam cleaner you could buy from Target. The hopes were to ‘shrink’ the fabric. Needless to say, this did not work. They then offered to send new ‘inserts’ to the cushions. We waited another 8 weeks for them to arrive only for them to send the wrong inserts. They did not fit our couch. They finally agreed to replace the furniture as they insinuated that it was our fault because we ‘picked the wrong fabric’ for this couch. They were so happy to do the ‘favor’ for us. Arhaus never took responsibility for their terrible craftsmanship. We changed fabrics and reordered the furniture. We waited another 8 weeks. When the new couch arrived, it was damaged. The new couch was wrinkled again and the chair was a different fabric than the couch. When we called the customer care number, they had the audacity to question why we wanted the couch to match the chair. They told us that the correct chair must be in the warehouse. The manager at the Towson store said that WE must be mistaken because “we would never do that.” I assured her the they did, in fact, ship two prices that do not match. I asked them to call the warehouse to ask if our chair was there and was told by both the rep and her supervisor that it was against company policy to contact the warehouse via phone. They said that they would have to email the warehouse and that it may take up to 14 days to get a reply. We finally asked for a refund. The refund arrived 2 weeks after the furniture was picked up only to be $300 short. I called the Customer Care line again and they indicated that I would have to go through the store showroom. I have left 3 messages with the store over the last 4 days and have yet to receive a call back. It’s been 7 months, and I don’t have a couch. Arhaus is awful - absolutely awful. Avoid this store at all costs.”
“The worst customer service i've experienced ever. Had to pursue them three times in order to be quoted outrageous, shipping prices for cushion cores. Five year old expensive couch cushions broke down with normal use.”
