Arhaus — Local services in Annapolis

I was extremely disappointed with the level of service provided at the Annapolis Arhaus last month. My husband and I visited the store during our day/lunch date, while our infant was with the sitter. We’ve purchased here before and usually had good customer service experiences.

This visit we were interested in purchasing a new sectional for our basement, and we liked the functionality of the Coburn six piece. I asked the manager, Dan, who was actually helpful, about there finance options. He mentioned the interest deferred options and told me that we could apply for the archange on their website. Dan was very nice but this was my first red flag. I guess I’m not accustomed to being sent to apply for credit online, especially when in store. I only really visit these types of stores because I figured ppl work on commission. I could’ve just purchased the sectional online while we were at lunch when I applied for the card. I didn’t because I wanted to make sure the sales folks got commission (not sure if they work for commission there but I assumed so).

I applied for the card and went back in to the store after lunch. Dan was gone or on a break by then, so a lady assisted and said Dan mentioned that we might return. Here’s the problem. When the lady pulled up my info (by my social security number) another person’s information showed up in there system. What?!!! How?!! The lady could not assist me with purchasing with my Archarge card because their system showed a different persons name attached to MY ssn.

The lady showed me a list of phone numbers and told me to call their customer service to figure out the problem. So, there in the store I stood and called customer service, who found my correct information immediately. After several calls, back and forth, it was clear that the issue was internal to the store. The entire experience was quite humiliating and turned our casual day date into a stressful ordeal. We ended up rushing out, with no resolution after over an hour dealing with their customer service (who had no idea what was going on because the problem was at the store level).

Before we left, the manager offered to have us pay cash for the sofa or maybe the deposit until everything was resolved. He also mentioned that he would call their corporate office to see what the problem is. Like really! Why didn’t you guys call them an hour ago? Why did you make your problem, my problem to solve? I was frustrated.

We left and rushed home to our baby. Once in the car, I decided to purchase the sofa online using my archarge which was available to use online immediately. This took less than 5 minutes. A few minutes after I placed the order, the Annapolis store called my husband and said they called their corporate office and had the office correct the mixup. Too little too late! If it only took them 10-15 minutes to resolve their problem, then why would they put me through that cc call ordeal. Why didn’t they just handle from the beginning? I will never understand.

Anyway, now I’m writing this from my beautiful Cobourn six piece sectional that I had to order online because of poor service in store. The sofa arrived...

We moved into our new home in February only two weeks after our honeymoon. Immediately realizing we had a living room with no living room furniture, we went in search for the prefect pieces. I had bought two metal cabinets from Arhaus years ago. It was a great experience so we went back to look for what we hoped would fill our living room needs. Our store experience was fantastic. They were helpful, informative, and made it seem really easy. After finding out that custom upholstery had a lead time of two months at the least. We told them we didn't want an empty living room for that long so they showed us a couch set that they claimed was already in the warehouse. We placed an order, paying in full, in the store requesting items were shipped as they were ready-- we needed this ASAP. We were assured that we were a priority and someone would be pulling strings and updating us as they got information. Hearing nothing after two weeks, we called to ask about the order. They were under the impression we wanted to wait for both pieces to be ready before they shipped them, we reminded them we prefer to get this quickly so we will take what they have when they have it. Again, we were assured that we were a priority and things were being expedited.

Arhaus was masterful in its ability to keep our money and our attention over three months without fully delivering. We were expected to trust the people we paid for goods would provide them. We believed that, for the price we paid, that we would receive a high level of customer service. After calling multiple times, speaking with the sales rep (who coincidentally left Arhaus during this time) and the sales manager we finally got one of the two pieces. There were snow delays and back log delays and every reason for a delay imaginable. I believe some or all of these could have been true but I definitely believe that more could have been done. After a series of pointed emails and asking for refunds, in April we were given a ship date for the couch of 4/22. I whole heartedly believe that if we would not have aggressively advocated for ourselves, putting pressure on the store and eventually store manager, that we would have waited until June or July for what we paid for in February.

To top it all off, the couch was not in our home until 5/7. The delivery window they told us was 11:30 to 1:30 and the couch did not arrive until 4:30pm. We were not told about the change of the ship time until 2:30pm.

I was a huge fan of this store and now a bridge has been burned. I will never recommend this company to anyone ever again and will actively deter people from buying anything from them. The shame is that is has nothing to do with the quality of the pieces and there were many other things we needed to buy for the room that I will, now, have to...

In September, we ordered a dining room table, bench, and set of chairs for our new house. Our "promise date" was Oct 29, which gave us plenty of time before Thanksgiving.

A little over a week ago I reached out, as the delivery was clearly delayed, but I was NEVER notified. I was told that just the table was delayed until December. After a few phone calls, the issue was presumably resolved, and I was told it would be leaving Ohio for delivery, and we would be able to schedule a delivery to our home this week.

I haven't heard anything, so I called back today, and was informed that now they have the table and chairs, but the bench now is unavailable. Again, no one had informed us.

I'm told my order has been split, and I will get the table and chairs next week, and the bench "when it is available". We are getting incredibly close to Thanksgiving at this point, and cutting it very close for the table and chairs. I also now have only a week to figure out the remaining seating.

I understand that supply chain issues are a very real issue, but I don't understand (a) why I was never notified of these delays or (b) why my bench was available for delivery last week, but isn't this week.

The furniture seems great, and if this is resolved properly, I will gladly update this review. However, as it stands now, DO NOT go with Arhaus until the supply chain issues are resolved unless you really don't care how long you need to wait, and don't trust any promise dates they give you. We even have ourselves a month margin, and look how that's turning out. The lack of communication for such expensive purchases is completely inexcusable, and although I loved what we have purchased, have experienced such stress with this purchase that I doubt i will so much as walk into an Arhaus again as...