“After an extended time after the purchase of our sectional we discovered an issue. Arhaus was beyond understanding and rectified our issue hassle free.
I cannot tell you how extremely satisfied, we are with the service that you guys provided in delivering the exchange sectional. Denis and Yoyvy were fantastic when they delivered the sectionals. They set them up with zero issue. You could not ask for better employees five star ratings all along.”
“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.”
“pieces look nice and expensive BUT I bought a round table and in less than 2 months the shiny coat wore off and now it’s super spotty and it looks dirty and they denied to fix it or come up with a solution. DONT BUY, the warranty does not cover anything, they come up with excuses”
“Absolute the worst customer service I have ever had. They will never call you back to follow up. You have to call them numerous times to get a response. They still gave not issued a credit for a returned item weeks ago.”
“Absolute worst furniture experience I have ever had. I thought upgrading to more expensive furniture would bring a better experience and I could not be more wrong. Everything we have ordered ends up being delayed. We were charged $399 for "white glove delivery" and our package was left outside in the dirt. We were told our $2000 rug would be delivered mid October and never received I have called customer service multiple times and had to call back if outside their operating hours. I just was on hold for 10 minutes to find my order and they now say the rug isn't available until March 2025. What the heck?!?! I never received an email update or anything.
ABSOLUTELY WORST CUSTOMER SERVICE AND EXPERIENCE WHEN SPENDING HUGE MONEY. WILL NEVER USE THIS GROUP.”
“Ordered dining room table and 8 chairs 12/2023. Delivery date was April 2024. Delivered table in May, no chairs. Chairs delivered end of June and 1 was the wrong color so refused that one. Told it would be 6 to 12 weeks for replacement chair. Called in September and was told late September early October for delivery. Now they are saying mid December citing delays in container deliveries. Customer service will tell you anything to get you off the phone!!! Will never buy from them again. Beware!!!!”
“Horrible furniture and horrible customer service. If I could give NO stars I would. This company does not stand behind their product! We spent over $9000 on our sofa and also purchased the worry free protection. Claim was denied! Was told because there is more than one stain from the same incident that the worry free protection deems this as an accumulation and will NOT cover. I would never buy furniture from Arhaus again. We have 3 homes and have bought multiple pieces from Mayfair, pottery barn, west elm and Rh and never had a problem with customer service at any of these companies. Shame on Arhaus!!!!!”
“They didn’t. I waited over half of my life to buy furniture from them. After I bought my couch, within a few weeks the place I sit was flat and hard as a rock ( I weigh 126 pounds.) They told me to send pictures, measurements, etc. Their advice to me was to sit on different places on the couch, there was nothing wrong with it.
That certainly follows their motto of everyone being 100% satisfied with their purchase!
Never again.”
“I can’t begin to tell you how pleased and over-the-top happy we were with all of our purchases that we made with Arhaus in Shadyside. My husband and I absolutely love our new home and each and every one of the purchases that we made. The only thing that would surpass the quality and lovely furniture itself, is the designer that we worked with. Elizabeth Johnson. She is an amazing person, so easy to work with, very flexible, very knowledgeable about the furniture and design she chose for us and her suggestions and opinions were so very helpful as she always kept our budget in mind. I will continue to use Elizabeth as we finish other parts of our home and certainly recommend her to everyone and anyone that I know. She is superb.”
“Ordered all upholstered pieces for my living room from from Arhaus spending $10,000 on 2 chairs a couch and foot stool. The first stool that came in was the wrong color, the second was broken, the third just what we ordered. Now six months later the stool is falling apart and is without question defective. No problem, Arhaus warrants their products right ? WRONG. I called Arhaus only to be told foot stools are not furniture they are considered decor/nick nacks and not warranted. Complete nonsense. Nobody other than Arhaus would argue that an ottomon is not furniture. In the past I have bought from Restoration Hardware and service after the sale was exceptional. Back to Restoration Hardware for me. Arhaus never again.”
“I bought an outdoor coffee table from the Thousand Oaks Arhaus and used the table one time and had some drinking glasses on it and the table got scratches from use of just one time!!! We are 63 year olds and extremely cautious of our furniture items at my high end multi million dollar home. Weve mostly used designers from high end stores and happen to have a gorgeous updated home. I called the customer service line to tell them what happened and sent pictures and they said if you look on their website (pretty hidden) they list to use coasters on this coffee table. Marissa Duncan was the representative who sold us the table and though she is lovely to work with, she didn't give any indication that you have to use coasters to use an outside coffee table. When the delivery guys came here they never gave us that instruction either. We spent over $1000 and had it less than one month and best they can do is a $97.00 credit. We will be tossing this coffee table out and buying another one from a more reputable store. This was our first purchase at Arhaus and obviously our last. I will post on all social media and next door and hopefully someone else doesnt make the same mistake we did. The tiny writing telling you to use a coaster on an outdoor coffee table is pretty hidden. Marissa was lovely but if I were her I wouldn’t want to be associated with a company who doesn’t stand behind their products. I’ve spent hundreds of thousands at Restoration Hardware and what a mistake not to use them this time! They always stand behind their products that’s why I continuously use them!!! I will make sure to spread the word to all the various groups Im involved with and let all my decorator friends know amount their customer service as well!!”
“I bought a sofa in 2019. It is no longer under warranty, which is fine. There is a small tear in one corner. I've been trying to get this repaired, on my own dime, since April. I have gone back and forth with the "concierge" service, and the repair company since April. They fogot to send me the swatch at first, so delayed about 10 weeks. They sent me the wrong size panel, so now delayed again for who knows how long. And while the reps answering the phone at the concierge number are all pleasant, they are unable to get anything done. Really unacceptable for such a high end furniture manufacturer.”
“I have spent tens of thousands of dollars on high quality furniture from Arhaus. I recently ordered a floor mirror online based on a consultant recommendation at the Annapolis store.
the mirror looks NOTHING like the images. When it arrived, I immediately emailed the concierge service, since that is how I ordered it, online and no reply. But the next day they sent a how to care for my product email.
Still no resoluiton, so now i have to find someone to buy this ugly mirror. I can tell you this, they lost a long term customer over a $600 mirror and really bad customer service.”
“I worked with Beth and Natalie and i’m looking forward to receiving my furniture. They were both extremely helpful. I highly recommend this location, customer service was amazing.”
“We have purchased furniture at Arhaus before and I’ve had good experiences but the store in Jacksonville where we just spent over $30,000 on furniture made so many promises on delivery dates and missed so many dates on delivery. After waiting three months we finally gave up on getting our bed. We’ve been sleeping on the floor for three months and all they told us is they can’t control the fabrics and whether the fabrics are in stock. Is that how you run a multi million dollar business not knowing who your suppliers are and how to manager suppliers? I can’t tell you how disappointed I am , especially with the lies. They promised to deliver in three weeks than move the date out then move it again three weeks out then today tell us a month. We finally gave up. Go to Restoration Hardware, it is a much better experience and they don’t lie to you.”
