Arhaus — Local services in Austin

Absolutely disappointing customer service, communication, and follow through with the ~$11k spent at their store. It's a comedy of errors with no one laughing except maybe the sales person who receives a commission and the owners. We purchased a bedroom furniture set, customized sectional couches, and two rugs back in November. We were told the bedroom furniture + 2 rugs would be delivered first in 8 weeks and sectional couch later about 10-12 weeks because it was customized. Totally understandable. In January, we received the bedroom furniture and only one rug. The "white glove service delivery" (that you have to pay extra for each delivery) did not have the greatest service, and unlike what the Arhaus rep stated, the delivery people were not equipped nor knowledgeable of putting the bedframe together with our Sleep Number bed. And, they only delivered one rug vs both and WE had to follow up with the Houston warehouse because the delivery people nor Austin storefront seem to know what customer service is. We received the second rug about two weeks later and realized the rugs were reversed yet this delivery person said he wasn't responsible for switching the two and just delivery. So, we basically were responsible for redoing the bedroom (with a Sleep number bed which is more difficult than just lifting the bedframe) to swap the rugs out. When our bedroom furniture was delivered at the end of January, we were told the sectional couches would be delivered around February 13th. We did not hear anything from Arhaus, and gave them some grace due to the winter freeze storm. I reached out to them February 25th to 'check in' the status of the couches to learn that couches weren't even made and still back-ordered. If I hadn't contacted Arhaus, would they have even followed up or just let this order be ignored...? We receive an email from the sales rep, "Your sectional is due to be delivered the last week of March or 1st week of April. Cheers!" No explanation, no apologies, just a "cheers". Gracie, who initially worked with us at the store in November (and I believe the store designer) is great, but our communication (our lack thereof) with your sales rep, Austin store, Houston warehouse, OH call center, and their outsourced white-glove delivery leaves me unimpressed. Seriously, take your business elsewhere. Don't let their beautiful showroom...

Went into Arhaus yesterday to purchase some new furniture and left more than disappointed... great selection of items and a great showroom. Store was empty and not a single salesperson asked me for help or how I was doing... I had to approach someone to get assistance/help in which the lady had me wait. I was planning on purchasing a hutch and side table for a total just north of $4,500 (also found a bed frame setup that I was planning to buy after this purchase). I was shocked when I was told that after spending $4,500 (eventually with the bed would double that) that I would also have to pay a $299 additional fee for shipping. Is this not 2023? Does Arhaus not actually service their paying customers with covering a shipping cost after a purchase being in the $4,500 mark or higher? What kind of awful business model is this and what kind of service is this to anyone if someone is going to spend that kind of money and you can't even waive a simple shipping fee of $299? If that wasn't a disappointment, Theresa the sales lady actually had the audacity to argue with me on the shipping fee and say that it it costs Arhaus way more than $299 for shipping and it actually costs them $1,200 to ship and Arhaus is taking on all of the liability so that should be comfort enough for me for the fee. What kind of trash service and salesperson is this? Honestly, just appalled by Theresa and the way she communicated on this and dealt with it all. Really disappointed in Arhaus and the sad customer service model or lack of model they have and the fact that it was handled this way. As truthfully mentioned earlier, great products and showroom but nothing is worth it when you have poor sales people and greed with your products and fees. You'd think with spending enough money and taking the time and effort to go into a store, there would actually be service and a benefit but that couldn't be further from the truth. Shame on you Arhaus at the Domain. Plenty of good service and...

We recently purchased furniture from Arhaus for a ranch house we are building and are getting ready to style. We are so thrilled with the experience and wanted to write about it and share!

We had bought furniture for our house in Austin previously (full living room set, kitchen set, outdoor furniture, rugs) and had a fabulous experience working with Susan on that design and furniture choices, so we sought her out specifically to work with her again on this project.

Susan spent time with us talking about the overall style of the new house and what kind of vibe we were going for. We talked a lot about our own preferences and taste in design, different furniture styles and colors, and then walked through the entire store where Susan took the time to point out different options and offered her expertise on what pieces she thought would work together well and best fit the house.

We then worked with Gracie to create a virtual image of the design in the space so we could envision exactly how it would all look. This was incredibly helpful. We couldn’t believe how much her rendering of the space looked like the house itself, and helped us make the final decisions and add in a few more pieces to really pull the whole design together.

Working with Susan, we never felt rushed and always felt listened to and heard. The result is a selection of furniture that will be perfect for the house: living room couch and chairs, coffee table, bedroom furniture for two bedrooms, and area rugs.

When we worked with Susan in the past, she was there with us every step of the way, all the way through to delivery where she communicated with the warehouse and delivery teams to ensure a flawless experience end-to-end. She is doing the same with this delivery, and we can’t wait to see the final result!

We can’t say enough good things about working with Susan in the Austin store, and will continue to frequent Arhaus as our go-to furniture and...