Arhaus Studio — Local services in Burlingame

I’ve had an incredibly disappointing experience with this furniture company and wanted to share for others considering purchasing from them. • Order delays: My first purchase, a large mirror, arrived significantly late. When it finally did, it was missing the required tooling to hang it. The company couldn’t simply ship the missing parts, and instead told me it would take another two months to resolve. I ended up returning the mirror, which then took weeks for them to actually come and pick up. • Broken processes with exchanges: I also purchased two sconces, which I returned in exchange for two lamps. This should have been straightforward—the sconces already more than covered the cost of the lamps, with a $200 credit owed. Instead, they insisted I pay again for the lamps while they held my money for the sconces. It was such a mess internally that I ultimately canceled the lamps and requested a refund. • Still waiting: To this day, I’m still waiting for my money to be returned.

In short, their customer service, internal processes, and problem-solving ability are severely lacking. What should have been simple purchases turned into months of...

Do not order from this place - awful customer service and follow-up. We ordered a gorgeous dining table that was delivered twice incorrectly. First time, the table top was damaged but the base was fine so they took it back. My Arhaus "concierge" told me it would be re-ordered but when it arrived the table top was for an indoor table but the base was for an outdoor table! You can never reach your Arhaus "concierge" or leave messages for them because the number they say you can contact them at never connects. When you call the store to talk to your salespeople, they are never available and will "call you back" - but then never do! I had to make multiple calls to get my refund because of course you have to pay the full amount up front. And then I had to call again because they refunded less than they should have - bad experience, zero customer service, complete waste of my time and...

Extremely disappointed with the customer service. We placed an order with Marc for a Beale sectional sofa in Oct '21. After 8 months of anticipation, Arhaus delivered the wrong sized ottoman and an incorrect arm cushion.

It took another 4 months to deliver the right ottoman. And a full year after the original order before we received a replacement cushion, only for it to be... yet another incorrect arm cushion.

As if that wasn't enough. About a month ago, nearly 2 years after the original order. I received an email from Arhaus requesting the incorrect ottoman, otherwise they were going to charge me for it!

Under normal circumstances I would be ok with this, but emailing a customer with a threat, after spending over $10K, on a mistake you made? Really distasteful. If you're looking for a quality sofa delivered in a reasonable time with good customer service,...