Arhaus

Reviews 4

TY

Tyler Cottam

Disappointing quality for the price/poor customer service. Ordered furniture November 2015 and still waiting! Our salesperson, who did come to our home, was helpful in helping us pick out furniture. Touting the quality of Arhaus furniture, we placed an order in November. Told that we should have it by December, we soon realized that that would not happen. Received a partial order for two chairs & cabinets in December. One chair had a pillow that was torn, as noticed by the delivery person, so that chair had to be exchanged. Arhaus sent a service tech to our home to adjust a cabinet, he said that he couldn’t because the cabinet wasn’t built correctly, so that had to be sent back too. Disappointing that we are already sending things back after the first delivery. Initially, there were only supposed to be two deliveries, the first half of our furniture, then the second. In December, we received a coffee table trunk and base. The delivery person noticed that the base of the coffee table trunk was damaged and needed replacing. So out of two deliveries, we now have two returns. The Arhaus warehouse is in Ohio. It takes one week to leave the Ohio warehouse, one week to get to the Phoenix delivery company, plus a few additional days to schedule in-home delivery. It’s about a 2-3 week process. The Phoenix delivery company starts to call us to schedule deliveries in January, but we ask them to wait until all the items have arrived so we don’t have so many deliveries. It is now early March (yes, March!), and finally, most of the furniture has arrived in Phoenix. I say most, because we are still waiting on non-custom furniture, which according to the Arhaus website is “In Stock”. As I later find out from a Customer Care person, “In Stock,” means nothing at all. Part of this delivery is the cabinet exchange which is again, the wrong one. Then later in March, we have what we think will be the last delivery. Wrong, again! Of the four “In Stock” chairs, only two arrive and the cabinet exchange… you guessed it! Wrong one again. Having just got off the phone with Arhaus, they told me that they have no idea when the cabinet will arrive in Ohio for shipment to AZ and the two remaining chairs are somewhere in the Ohio warehouse, "but they have been looking for a week and cannot find them". They will call when they do. We are now hoping for a late April delivery. I would like to reiterate that the the salesperson was very helpful initially with helping us choose what to buy. They are also paid on commission, so that is understandable. My impression, however, is that once the sale is made and Arhaus has your money, the customer service ends there. We have never received a call from our salesperson asking how things are going and if we are satisfied. The Arhaus store manager at Kierland Commons, Scottsdale, AZ, who we spoke to on several occasions about our situation was sorry and apologetic, but she advised us that she really cannot do anything and that we need to call Customer Care. Wait a minute! Didn’t I buy my furniture here, not online? Once the sale is made, the store really doesn’t want anything more to do with you. We have spoken with Customer Care countless times. Each time you have to start from the beginning and each time you get a different answer. At one point, even the delivery company called Arhaus. The delivery company then called me back and told me that Arhaus was completely disorganized and had no idea where the furniture was. Customer care is always extremely apologetic. They have agreed to refund all delivery fees, but it is truly frustrating to having to work with such a disorganized company. I am greatly disappointed in the experience we had. We still have not received our complete order. We have been extremely patient throughout the process, but what a frustration. Every delivery has come with something that had to be returned (at no fault of the delivery company). For the price we paid and the quality we expected, it was a great disappointment.

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DA

Dave Schembri

You be the judge. Ordered a light fixture from the store. Took over 6 weeks to arrive, which they said it would. No issue there. Fixture arrived with only a 6 chain when it was supposed to come with a 12 chain. Have to have the longer chain due to ceiling height. Their first suggestion was for me to go to a special store and have a chain specifically made on my dime. They then said they would send a new chain out, but it would take 6 weeks. I said no to that as well. They were able to track down a new fixture, which arrived a week later and I was assured it would be correct. It wasnt. Not only was chain 6 again, cord was only 6 and the metal extension rod in the middle that holds the bulbs was sheared. I was tracking the order and had my electrician lined up to install once fixture arrived because we had plans for a party and this was the last item to be installed in our remodel. Since I already had electrician scheduled, 14 ladder rented which had to be brought out on a trailer that was rented, I had my electrician rewire the fixture, Macgyver the chain & sheared center piece so it at least looked presentable for our party. My additional bill from electrician for the extra work was more than the fixture itself. Even after all that I still would not feel compelled to write a review if they would come up with a fair solution, but their solution is basically for me just to return the fixture and just eat the additional cost. And how exactly am I supposed to get the fixture down? After reading the other reviews it sounds like there is a similar trend progressing with this store/retailer. Wish I would have read these reviews before purchasing. And just as a side note on how a customer should be treated. Ordered a table from West Elm and had a similar experience, but their fair solution was to reimburse me for the majority of my purchase (and I assure you the table was much more expensive than the light fixture).

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AL

Allison Hopkins

Stay away from this store. Well, had another fun interaction with Arhaus. It is now June 10th and we finally received all of our furniture. We bought in November 2015 and told the maximum amount of time would be 3 months????? So, we have gone over 7 months without furniture. And, then the kicker, we applied for the "deferred," Arhaus credit card (which I paid off) and just got notice that I would have to pay the interest rate on the entire amount and I didnt even have the furniture in my home yet????? Finally got them to waive half of the amount. Shame on me for not reading the fine print but the way this company works from over promising, delivery costs, billing practices is terrible. The store is beautiful be be AWARE of how things work post the sale. Stay away!!

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MI

Mihaela Kesic

It takes FOREVER to get the furniture! Second time purchasing from them because I love their furniture but the customer service is terrible. You never get the pieces on time, they over promise on delivery time and it takes 6-7 months to get it! One piece is back ordered, than they hold the whole order. Need to call them consistently to push them to get the furniture delivered! Wow! I would have bought so much more if they honored their promised delivery time.

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