Arhaus — Local services in Boca Raton

This is a review about an experience with a salesperson I worked with, Iwona, and the 7 month saga that has to do with my experience with buying furniture during the midst of a pandemic (November 2020 to June 2021) that followed this employee across two stores (Meatpacking District, NYC to Boca Raton, FL)

Shortage, shortage everything. Shortage in toilet paper, shortage in foam, shortage in lumber, every month of the pandemic there was a supply chain issue gone bad. This effect caused months of delays for many home furnishing stores from West Elm to Arhaus.

I originally saw and fell in love with the Wessex Couch, which is a 108" Chesterfield style leather sofa of beauty, in November at the Arhaus Meatpacking District. My mother and I also ordered 6x of the Robin dining chairs. Iwona took the order and we paid the deposit for the items a day later.

Months and months passed of delayed delivery to no fault of Iwona, but she called or text me at least once a month. She gave me status updates on both the chairs and the couch. As the furniture industry backed up in mountains of orders due to everybody being home and wanting to decorate, Iwona did her best to assure me that she was keeping tabs with the warehouse in Ohio where my order was being fulfilled. She eventually moved from Arhaus Meatpacking to Arhaus Boca Raton, but the personal attention didn't waver one bit. She was still texting and calling, and keeping me up to date.

Companies are built upon individual's experiences with its employees. When somebody cares and takes personal responsibility and makes an effort, you appreciate the extra mile and feel better about the world at large. Somebody out there actually cares. In the end, it's just furniture, but at the very least you feel like somebody has your back on your couch problem. That above and beyond experience is something companies preach, but you rarely experience. Iwona is that person. The company Arhaus is lucky to have her as an employee. Arhaus was the best furniture experience I ever had, after purchasing at other retailers like Room & Board, West Elm, and CB2. Highly recommend you find Iwona at Arhaus...

We got this couch delivered end of last year after 6 months wait time. Couch arrived with the frame broken so we lived 2 weeks with the broken frame until someone came to “fix” it.

We are only 2 people living in this house and barely sit on the couch. After roughly 8 months of owning it, the cushions feel flat and when you sit on it, you feel the wood frame cut the back of your leg or like you’re sitting on the wood frame directly.

I noticed the big difference because a few weeks ago, we went to that location and I sat on the same couch we have and couldn’t believe the difference.

We were advised that no problem, someone will come and fix it. As we were looking for a second couch, we ordered the same.

Fast forward 3 weeks later, they sent us their “expert” to analyze and take pictures of the couch. The guy didn’t even know why he was here for, was extremely rude, took a couple pictures without lifting the pillows or even sitting on the couch and left. Stayed one minute in the house. When leaving he stated that there was something wrong with the pillows and that he will file a report accordingly to have the pillows exchanged.

Fast forward another couple weeks, we receive an email stating that the pillows are up to their standard and quality and therefore won’t exchange it.

Tried to call the poor quality customer service that denied wanting to help and instead offered a generous offer to replace the pillows for 260 USD, each of course.

Now we are stuck with the order of another couch that we can’t cancel because it’s a special order due to the colour and we had to put a 20 dollars foam roll underneath the couch to feel like we’re sitting on something else than wood. Now it’s my problem to find a way to hide as it’s clearly visible. Just pathetic.

True luxury according to Arhaus, though.

Arhaus is just a cheap RH wanna be. Save your money and go to IKEA or rooms to go or invest in quality and go to RH. They will care about their clients and stand behind their products.

I will never spend a penny more in this company....

I am remodeling my home and have been working exclusively with RH. However, in researching I found two items at Arhaus that I was interested in. I went in the late afternoon and walked around the store one time, as I had never been to the store. I began my second loop around the store and no one approached me to see if I had any questions or needed help. I searched and found someone to help me, sitting at a desk, but she was on the phone. When she got off the phone, she did not look at me or inquire if I needed help even though I was pulling samples of fabric off the shelves. I left that room and went to find someone else to help me. He was kind and did help me locate what I came to see. After a few questions about their products which he couldn’t answer, he went to ask the first lady that I encountered at the desk. She finally began speaking to me from across the room, never introduced herself, and never stood up while attempting to give me the answers to the questions I asked the male sales clerk. Seeing that we were about twenty feet apart I had to ask her to stop talking because I could not hear her. I had to walk over to her as she still would not stand up or introduce herself. She gave the impression that I was bothering her and she had better things to do. Shockingly and unfortunately, she was the manager. The customer service in this store is pretty non existent and the manager needs to be schooled in proper etiquette. I was absolutely astounded by her lack of knowledge and experience in the role of being a manger and representing what appears to be a high end brand. I have been to RH over dozen times in the past five months and every individual is immediately greeted by someone and the level of care and attention to the customer is excellent. I would suggest employees at corporate for Arhaus go to their store and observe. Afterwards I would suggest they go to RH to see how much training...