Arhaus — Local services in Ann Arbor

If you like being discarded after finishing the sale, this is the furniture store for You! I bought a few pieces from this locale because I was in the Ann Arbor area visiting my daughter at school. This review, however, is not all about the locale. This company as a whole is quite simply horrible, for what they charge… (and that shouldn’t even be mentioned, but I will because in my book it makes it even worse). I waited 8 months to receive a custom chair. I knew it going in so no issue. It finally arrives with one of the legs completely busted. They say at the time to take the chair and they’ll have a person who can come to my home and replace it. Never heard from them again! I called their ‘so-called’ concierge and after reaching out to them at least 5, 6, 7 times, plus the store a couple of times, they finally sent the delivery service back to my home to pick up the chair because I was then told it turned out that it couldn’t be fixed. Really? When were you calling to tell me this?? At the store, I had bought a cabinet and lamp as well. That also was going to take around 5-7 months to arrive. It turned out I found another cabinet I liked just as much that was available right away at another furniture store. When I went to cancel, 1.5 months later, the saleswoman who had discarded me as soon as she made her sale (and I say this because we had a few interactions after finishing up), actually said to me rudely, ‘I wasted all that time with you.’ I said, ‘I still spent over 2k with you even with canceling the cabinet!’ She had me hold and when she came back to the phone she was much nicer and more professional. My guess: a manager told her to change her attitude because I had also purchased that very expensive lamp and I could have canceled that too. There was one salesman, Karl S., at the store who helped me with this whole mess and I’m grateful to him because I was frustrated beyond tears trying to get anyone at this company to do something, anything about refunding my cost back for the chair after they finally picked it up. Couldn’t even offer to cover the $199 shipping fee after all I went through. I DID EVERYTHING!! The company, nor the Ann Arbor store, never called me back at anytime pertaining to this entire debacle. I redid my home, and bought from 4 other furniture stores as well. Two private and two from companies such as Arhaus. I not only don’t recommend this locale… but, proceed with Arhaus the company… with warning and at your own risk! And, if you don’t want to take my word for it check out the pages on the BBB site about...

Lovely store experience, but their 'worry-free' (or any) warranty for the high-price furniture they sell here (that was, at the time, highly touted as why the furniture was worth the price) is near-useless unless you have infinite patience, and the furniture isn't particularly long lasting as furniture goes.

I Purchased a $2,000 sofa-chair from here back 3 years ago with the expectation that it would last a long time. I waited the ~12 weeks for my customized item (special fabric) and was generally pretty happy even though it took a while. Well, last August the spring structure on the inside broke. Ok, I called warranty/'Concierge' service (Aug 14, 2020). After a few follow-ups I get a person out to see it September 5th (a little slow, but understandable). They say they need to order parts and will come back when they arrive... I hear nothing until December 21 when I follow up and get an apology for the 'extreme delay'. I have an appointment scheduled for early Feb - but when the appointment comes around still no parts sent and they have to reschedule for March 5th. The day before the appointment comes and still no parts - that day I get a call saying they can get the parts out to me no earlier than March 8th... AFTER the tech is supposed to come out. The tech texts to confirm the 5th, I tell them parts are supposed to arrive the 8th. The next available appointment is April 2nd.

So for those keeping track, a $2K chair that broke after only 3 years was reported to warranty on August 14th and will hopefully be resolved April 2nd (we will see). Essentially I'm pretty sure they're just trying to get me to give up.

Update: I reached out to Arhaus social with details (including documentation) of my issue via their email below. It's been 12 days and no response. That's a pretty good example of my experiences with...

Arhaus Ann Arbor stands above the rest in customer service. I have now purchased several items from this store and their customer service can’t be matched anywhere else. My husband and I spent countless hours researching what couch and dining set we wanted for our new home. I only had to go into the Arhaus Ann Arbor store one time and I knew that’s where we would be spending our money. Not only are the furniture items of great quality, so is the environment and culture of this store. Karl is such a warm person who immediately makes you feel like you are an important customer to him. He spends time answering questions and explaining the benefits of Arhaus furniture. I can walk in that store and I would immediately feel comfortable - no matter if I was dressed up or in yoga pants and no make up. There is no judgment and they are simply there to help. Karl has consistently went above and beyond answering questions and never makes you feel pressured. Johnny is also an INCREDIBLE designer. You can feel his passion and see how much he loves his job! Johhny spent so much time (even without an appointment) helping me find the perfect table for my space. He had no problem that I purchased some pieces from another store (no snippy remarks at all) and even put something similar in his design so I could see how it all fit together. As the two of them were working with me, Karl even said I could personally text him a photo from another store and he would let me know if it matched my decor! What other sales person does that? I’ve never had that experience anywhere else. So, thank you so much Arhaus! I am a forever customer and appreciate how you’ve all spent your time making me feel welcome and that my purchases matter to you. These are big decisions when decorating a new home and I left...