Arhaus — Local services in Charlotte

This review is for Arhaus the company and their delivery service Fidelitone, not the Charlotte store nor their personnel. The reason I am posting under the Charolotte store is that is where we were told the items were shipped TO from the warehouse in Ohio and picked up by Fidelitone for delivery to us.

On 3/13/20 we placed an order for two tables and 10 chairs through the Arhaus store in Atlanta, with shipment to our new home in NC where we were moving. No issues with ordering. The tables were in stock, but the chairs were not, with an estimated delivery in 4-6 weeks.

The problems started with the first delivery. The Fidelitone people arrived within the scheduled time and were polite/professional, but they did not know how to assemble the tables. Both required the base/legs to be attached with screws but they had not installed them before and did not know if they had the correct items. The table tops and legs/base were what we ordered, but apparently came with no instructions for the installers. They tried to call someone with Arhaus but received voicemail, so they loaded the items up and returned. It was unfortunate, but seemed prudent (at the time) - turns out they had the correct items, just not the information on how to put them together. Try #2 approx a week later. This time, they actually did not have the correct pieces, so once again they return. Try #3 again about a week later. This time, mostly correct parts, but the screws for the kitchen table are too long and drill through into the top, damaging it. Try #4 - yet another week or so later (now 1 month+). They return with a replacement table top, but once again screws are too long (same as before). Fortunately, one of the installers has some screws in his tool-bag and makes it work.

Why Arhaus is including screws too long with their tables that damage the tops, remains unanswered and we still have make-shift smaller screws holding the top on, but at least we have a table to sit at.

Throughout this process, we communicated with the Arhaus people and considering all that is going on in the world, delays are inevitable - but 4 attempts to bring in two tables and still not get it right, is excessive. To their credit, they did replace the damaged top without issue, other than the delays and frustrations.

Which brings us to the chairs. We received notification from Fidelitone that the chairs were in and schedule delivery for 5/2/20. Day before the delivery, I receive a call from Fidelitone that they did not receive the chair cushions. I tell them, there are no cushions that the chairs have a cane bottom, it's all one piece - or, so I thought. Apparently, the cane bottom is a separate piece and for some reason was not shipped with the frames. I am told that once they receive the cushions they will reschedule delivery. On 5/20/20 I receive notification from Fidelitone that the cushions are in, so I schedule delivery for the first available date they have - which is 6/3/20. On 6/2/20, I receive a phone call from Fidelitone telling me - Nope, no cushions, should be arriving any day. Later that same day, I get another email from Fidelitone asking me to once again schedule delivery, first available is 6/10/20. Today, 6/9/20 - yep, you guessed it - I get yet another call from Fidelitone telling me that they still do not have the cushions, and once again tell me they are expecting them Friday, 6/12/20 after which, I will be asked to schedule delivery - AGAIN.

Here we are 6 weeks after the first notification the chairs were ready and coming up on attempt number four, for the chairs.

Needless to say, I have long since lost all faith in Fidelitone and Arhaus to successfully delivery anything. I have had several phone calls and emails with Arhaus personnel who are polite and professional and appear as surprised as I with these problems, yet we still do not have our order.

We have never experienced issues like this from any other supplier/vendor. We will never buy anything from them...

Well, we really like the store and we think we are going to really like what we ordered...if we ever get it. Their delivery vendor needs pristine conditions to deliver in. White glove service means a white glove delivery atmosphere from them. They were supposed to deliver three pieces of a sectional, a small recliner and a rug today. The most direct route had a trench running across it with plywood over the trench and they deemed that "unsafe", OK, I might accept that if I didn't just have a TV and entertainment center delivered the previous day, but, again, OK. There were two alternate routes to take, one through a garage and one through the main house, but they just did not seem to want to go through an extra doorway and I guess they thought the stepping stones (natural 4'x3" stones) up to the front door were "unsafe" as well. Funny, we had another furniture store deliver 3 bedrooms, dining room, living room, study (sleeper sofa) worth of furniture with no problems over the same stones. Driver said entire way to house had to be paved. So, unless you have perfect conditions, don't expect to get "real" white glove service. Heck, my builder even offered to lift the furniture over the trench for them and give it them at the bottom of the steps, We are talking 5' from driveway to trench (12" deep trench, level at bottom) 18" across trench and then 10' to bottom of steps. These guys just did not want to tackle the two half flights of outdoor deck steps. Oh yea, forgot about the refrigerator that also went in this week in the same conditions with no complaints/issues. So now I have to make a two hour drive up to the lake next week and hope these guys will deliver over flat, unpaved ground (trench being filled in Monday). You would have thought that they would have tried to deliver the furniture under almost any conditions given it is a two hour drive, but I guess they figure they can bill Arhaus, or me, twice. That will NOT happen. If they won't, they will be giving me my money back and I will order from the same Company that had no issues with delivery previously.

Update - Should be less than one-star. They finally made the delivery, but sent a 4'x6' rug instead of the 8'x10' that we ordered and paid for. We were told that the rug was in-stock when we placed our order and that the rug would be held for us until the rest of the order came in. Now they are telling us they don't have the rug and that it is on back order, amazing...

A recent experience with a “Designer” (Missy) and Assistant Manager (Jonathan) was by far the absolute worst I’ve ever encountered. For starters, what I experienced with the “Designer” was nothing short of bait & switch to obtain a sale. I was falsely informed that my delivery to the CLT hub would be on 7/15 and it would take 5-10 business days for the delivery to my home. To initiate the purchase and to ensure I would not miss that timeline it was requested that I make a 50% deposit to secure the order. Missy further explained that she would contact me within a couple of days to process the remaining balance. It was not until I got an alert from my financial institution of a transaction from Arhaus for the balance that initiated another call to the showroom to discuss. Missy apologized and stated she was off on 7/10 and not sure why the charge was processed because it’s not the policy of Arhaus to charge the credit card of the customer without authorization. She insisted that I speak with the Assistant Manager, Jonathan regarding this matter and after a few times on hold, the expectation was set that Jonathan would contact me directly.

The conversation with Jonathan is why I would never consider or purchase another item from this company. He was incredibly rude, inconsiderate, disrespectful and lacked empathy and compassion for the matter at hand. He basically stated that he wasn’t present for the conversation I had with Missy and that there is nothing he could do. I signed the contract and it takes supersedes the commitment made by Missy even though that was the sole reason why I moved forward with the purchase. He then proceeded to consistently talk over me and said that I was yelling at him, which was a lie but expectation of the privilege he believed he rightfully deserved. He never attempted to resolve the matter and refused to provide information regarding the showroom manager. I had to contact a different store to get information for the showroom manager (Sarah Harris) and Regional Manager (Ed White), which both will be contacted and provided the information of...