Arhaus Reviews 160

Do not buy the Nika dining table. Absolutely ridiculous. You cannot push chairs in on the sides. The base has a major design flaw which does not allow for the chairs to slide in. I’m sure they were well aware as it was sold on sale. It’s really disappointing. I wanted a large table for family gatherings and now I have a large table that can seat 4.

In April 2023, I received three pieces of furniture from this company. The sofa purchase was wrinkled, and I requested a new piece to be delivered. The company sent a technician to my home who confirmed that there was no way to steam out the wrinkles. I emailed them photos as well. They agreed to replace a piece of the sofa, and I verified the color match using a fabric they sent to my home. Around mid June, I received an email confirmation stating that my item is being shipped within 10 days. It has been well over one month, and there has been no shipment delivery from UPS. I called the delivery scheduling team several times and also sent emails regarding my delivery status. I have yet to receive a tracking number or a call-back from their delivery team.

I purchased several rooms of furniture from Arhaus almost 4 years ago.
The Paxton sofas in my family room faded, the fabric on the swivel chair in this room faded as well. I took out the extra insurance protection that I thought was supposed to cover wear. After sending many photos to their insurance company, I was refused service and supposedly nothing was covered. In addition, the black wood on our Tuscany dining chairs all have severe wear on the edges where a base cost of reddish paint is showing through. The black wood counter stools are also no longer totally black, but they all have a deep red/orange cast showing through.
I also purchased an entire office in our home of Tremont furniture. None of the pieces are wearing well. The leather on the desk top is wearing and pitting. The edges of the desks and shelves are also showing severe signs of wear. After spending many thousands of dollars, I would never purchase another piece of furniture from Arhaus, as their furniture is very expensive.

Took an entire yr to receive my sectional. Waited because i wanted down fill. Seating is as hard as a brick. Even waited to see if would soften. Not so! Customer service was absurd. Spend your $$ elsewhere.

So I ordered the Beale sectional. Within two months we started to hear a click every time we sat down. I let it go for another two months. I thought the sectional metal connections were just clicking. Concierge service was good. They offered to replace or repair. Worried the color of the fabric wouldn’t match I opted for repair. The repair guy from a private compnay told us the sofa wasn’t made correctly. The repair held for a week and then I had to call back. By the time customer service got back to me I just asked for a refund. The sofa is under warranty. They offered me a credit…. Getting the furniture I ordered from the credit has been a nightmare. I gave up on secontionals from them. So I ordered two sofas and an ottoman. Since I no longer had a sectional the ottoman and an additional cocktail table were needed to balance the room…. Since my original order they have had to change my ottoman fabric choice multiple time because what they have in the store doesn’t really exist….. I asked them to call every time I was forced to “choose somthing else” fabric and they assured me all was good. I started my original order with Arhaus April 2021. Even with the VP of the company getting involved the people in the store just can’t get it together. Now I call to check on the status of my order and they’re just irate and insist that it’s not taking that long. Are they kidding?!?. Unfortunately I have ordered so much furniture from them to all coordinate in the house. having some of the pieces and not all is a logistical nightmare. I’m at the point that they either take it all back and refund ALL of my money or get me the final pieces I have ordered. Very honestly I have decorated houses many times. Their furniture is nice. But I wish I had never started with them. When the new sofas were finally delivered and the old were picked up, the delivery guy said this was common. That the sectionals from them never hold up and the new sofa I had ordered is much more sturdy. Not sure if this helps anyone but at least I know it’s not just me no matter how poorly the sales people in the store treat me

Horrible customer service. Purchased Oriel rug in brown came in wrong color. While I was on the phone with 4 different customer representatives I noticed the rug had a tag on the back side as it was a floor model describing the different sizes etc.and where to buy. I also noticed it was not new! While I was on the phone I thought this rug should be sold in a outlet center not sold as new, especially since it's now on my floor and I have dogs. It was my daughters birthday and I decided that if they would offer me a discount I would purchase for my daughter. I paid $600 in delivery and it seemed like good business to not pay another delivery charge so that someone else could get a USED RUG, but no they first agreed to a $400 discount which was less than the sales price today and then no, and then maybe someone will contact you and offer you a good discount to keep and reorder another rug. I was bounced back and forth between customer service reps with no resolve. I was offered something, then NOT! This company has great designers and love their furniture but NOT their quality or customer service. GOOD LUCK!

Furniture took a year to get here. Had to order online due to Covid. I expected quality merchandise. After having one year the cushions feel like cheap foam. Very disappointed. But, cushions are not waranteed for the inner material.

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

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.