Arhaus — Local services in Cary

I’ve purchased several pieces from Arhaus over the years and were/are happy with those items. I’ve been looking for a (black) 4-poster bed and finally found one I love at Arhaus, the Brock Four Poster. There was one in stock at the Cary NC store I so I was able to see it in person, loved it even more. I asked the salesperson about the frame structure the bed has since there are NO pictures showing that on the website and nothing in the description. She didn’t know and couldn’t ask anyone. We couldn’t tell anything by trying to look under the bed and with it being a King size surrounded by ‘stuff’ we couldn’t check it. She suggested I order the bed and return it if the structure isn’t well made. Yes, let’s waste money on shipping I wouldn’t get back. (Personal note: We’re not obese; if I’m going to spend $4-5k for a bed I want to know it’s well made.) For the past 3 months I have made numerous requests by phone and online to get the information about the support system/build for this bed. The (repeated) response I get from the online request is “Sorry we’re unable to respond to your request”. The one person I did reach by phone (Cindy) promised she’d find out and call me back. She didn’t. Other phone calls have resulted in me choosing the call me back option since the wait times are so long. No one has ever called back. After 3 months of trying I give up. Arhaus can keep their overpriced Brock bed. If I can’t get a simple request for information answered on a piece of furniture, what would happen if I bought it and had issues. There would be NO customer service. There is NO customer service. UPDATE: I did contact the manager listed in the response from Arhaus and, unlike store employees or customer service, she was very helpful. After sending me very good information on the structure and support of this bed, which is very good by the way, and working out a discount I purchased this bed. The delivery team was amazing and I love this bed. I only hope Arhaus learned something from this experience and enacted some better...

It's a known fact that furniture is the most over priced consumer item out there today, and Arhaus is no exception. I paid a lot of money for two book shelves and a media cabinet. When I look at it sitting in my main living area, I scratch my head and think, I can't believe what this cost me, for what it actually is. My wife is quick to reassure me in saying, "oh, but it's real wood honey." First of all, the time from purchase to delivery took way longer than what we were told. Delivery went smoothly though. OK, so that's not much of an issue anymore, as it's in the past. Upon delivery though, the media cabinet doors were out of alignment and needed adjusting, so we had a separate appointment for someone to come out and fix that. The doors consist of a "natural material" within the door frame, and what is most disappointing to me is that the remote control beam will not penetrate through to the DVR, so I have to keep that door open when channel surfing. It upsets the clean lines and flow of the room. I know, third world problems, I get it, but still. I didn't have that problem with the old media cabinet (EA with glass doors framed in wood). The store and sales people were all very nice.

Update - 7/17/24 My review resulted in a constructive email exchange with a Manager of Retail Operations and Sales regarding my dismay about having to keep a cabinet door open in order to control my cable box with the Spectrum remote control. While I was searching for a solution on my end, unbeknownst to me, so was she. I was trying to MacGyver something (because I'm frugal like that), and she was doing actual research by contacting third party vendors for suggestions. My solution involved velcro while hers included something called a Remote Control Extender Kit (from BestBuy), which ultimately won out over mine. Technology trumped creativity. I want to thank BM over at Arhaus for turning a negative situation into something positive. Because of this development, I am upping my...

Third edit: We fully resolved this with Arhaus. They were able to find two systems which did not sync where one processed a refund and the other was waiting on money. Once I was in touch with someone this 100% got resolved and we have already purchased more.

I've upped my star rating as everything we have is still as amazing as it was day 1!

Editing my review: Be extremely cautious with this company if you are returning an item. We returned an item in January and they sent us into a collection status saying it was not returned at all. I have called multiple times with no return call when promised but receiving bills like we still owe despite being told on the phone it would be taken care of and to ignore (which by the way..do NOT ignore these!)

They use a company named Kinum, out of Virginia, for collections who also does not answer calls or do anything if you leave a voicemail. They mention when you call to just call the creditor.

I spoke with someone today who finally sent me an email to resend them all of the same information I mailed in since I told her I had been calling over and over, mailed back everything, and still hadn't heard back but would be "late" on payment April 15th when we have videos and proof from FIDELTONE (their delivery service) that the item was picked up.

I'll update this again once I get this resolved (or I have another update).

Original review (and Trish is still amazing which is the only reason they deserve 2 stars!): Trish was and is amazing to work with! We purchased a lot of items over the past year from Arhaus and every time we went in it was a really great experience.

Wait times are there but fully expected and Trish emailed all the time with updates.

The quality of furniture has been amazing and the Crypton fabric on our dining chairs and performance fabric on the outdoor furniture is perfect between a 6 year old and 2 puppies trying to add stains...