Arhaus — Attraction in City of Rochester

I regret to share a recent disappointing experience my husband and I encountered at Arhaus.Over the years, we have been loyal customers, both in-store and online, and have generally had positive interactions. However, our recent visit left us disheartened, prompting me to provide this review.

We visited the store with the intention of returning four boxes of lighting fixtures that we had purchased online. Admittedly, we may have overlooked the store's policy regarding returns for online purchases, but we were taken aback by the treatment we received from the staff upon our arrival. Unfortunately, the initial lack of greetings and the evident annoyance displayed by the staff as we entered the store set a discouraging tone for our visit.

The manager informed us that the store typically did not accept returns for online purchases but suggested that he might make an exception given our presence in the store. Regrettably, he subsequently reversed his decision, stating that we needed to arrange the return ourselves.

Having worked in customer service myself, I appreciate that challenging situations can arise. However, this situation did not warrant the dismissive treatment we received. We were not given the opportunity to express our disappointment before being promptly shut down, leaving us with no choice but to leave the premises.

While I understand that adhering to company policies is crucial, a simple display of courtesy and a polite response would have sufficed. Our initial intention had been to browse and potentially make additional purchases, but the way we were treated hindered any opportunity for us to consider this. We left the store without the staff even offering to set aside our returned items or inviting us to explore their products further.

In the realm of exceptional customer service and considering the long-term success of a business, ensuring a positive and welcoming environment for customers is essential. Had the staff taken a more customer-centric approach, we may have walked out of Arhaus with additional purchases, as we had initially intended. Unfortunately, our experience on this occasion left us disheartened and hesitant to return as...

I wouldn't waste the time - salespeople are friendly, but it seems like problem after problem with them. We ordered two custom recliners in June 2020. The chairs came 10 weeks later (we were told it would take this long and understood as they were custom). The chairs did not have the recliners built in as we requested. They apologized and said the chairs would be replaced, but it would take another 10-12 weeks. The second set was delivered with the reclining function, but the chairs had several imperfections. We paid good money for the chairs and this was unacceptable. They gave us a discount and told us they would re-order the chairs again. (this was around Halloween) We were then notified the chairs would not be delivered until end of February (APPROXIMATELY 17 WEEKS!!). Chairs came in the middle of March and once again damaged. I called the store manager to make sure our discount was being refunded to us and he stated he was glad we finally got acceptable chairs. I informed him they were not acceptable, but I wasn't waiting another 20 weeks for chairs. I took the best two and sent the others back. The store manager told me he would see if there was anything else he could do and of course.... I never heard from him. The one bright spot of the experience is the delivery guys are extremely professional.

Update: they asked me to email my information so they could help further resolve the issue. I sent them my information about a week ago and have heard nothing back....

So disappointed in this company. Their customer service is poor at best. We furnished our entire house in Arhaus. One of the sectionals we purchased from them started breaking down about 2 years into owning it. The piping around the cushions opened and a hole formed in the arm. We contacted the company to make a “worry free” claim... it was denied. We went to the store for help but were told to contact customer service directly. We sent more photos to customer service and were told there is nothing they can do for us... sorry.

In the mean time we went couch shopping because after 5 years this one is scheduled to be picked up by the trash. We went to Pottery Barn and showed them the same photos. We talked to the manager (Kay). She felt that a 5 year old couch shouldn’t wear like ours did. She went on to tell us that the managers at Pottery Barn help the customers directly and wouldn’t have us do all the calling and running around. She even told us that Pottery Barn recently replaced a sectional for a customer in the same situation as us when the couch started breaking down prematurely. We learned our lesson the hard way and would hate for this to happen to someone else.

Update : I emailed Arhaus after they reached out to me on here asking for my order number. They never got back to me. I’ll add the photos I sent them...