Arhaus — Local services in Colorado Springs

Story Time! We walked into Arhaus and saw about 3 sales people just blank stare at us while we walked around, no hello, no nothing. Luckily, Linda Brosky came up to us eventually and she was very warm and welcoming!

We found some great furniture and decided to pull the trigger. Linda got everything written up for a grand total of $8692. This is the most my wife and I have ever spent on furniture so we were very excited and couldn't wait for it to be delivered.

This is when the fun part starts. The contracted delivery crew shows up has all of our pieces, great! They get the bed frame assembled and start to work on getting the dresser to our master. The crew was lovely, a bunch of great guys. unfortunately they could not get the dresser up without risking damaging to the furniture. I appreciated there honesty. So they call their boss and he requests I sign a release of liability if they try and move it.....so, owner of contracting company wants me to risk 4k to see if his guys can get that to the bedroom at my house. I politely decline, once again, the crew was great. They end up leaving the dresser in my living room on 5/11, also day before mothers day, was hoping to have a happy wife at this point too, but the job wasn't complete. So I email on Sunday Arhaus, totally understandable that they don't respond until Monday. I then have to call them on Monday at 10:45 because they had not reached out to me. Linda picks up great, she tries to solve problem, but doesn't quite have the power to.

Manager then calls me and tries to fix issue, my concern is if same delivery contractor comes out we would have the same issue. She assures me we would not, great. I then say how are you going to rectify this situation because this has now become a customer service issue, and I paid ARHAUS a lot of money and was anticipating a white glove experience. At this point I have a dresser taking up half my living room and I've now used an hour of my time trying to deal with this. My time is worth a considerable amount of money, this is a business transaction after all. She says she can't do anything else, no power again. Says the regional manager will be in touch. It is now 5:37pm, regional manager has not called or communicated in any way. We love ARHAUS's furniture, so at this point.....not only are they getting a bad review due to the poor handling of this matter...but they've missed out on $1,000's in potential future purchases from us. We have a lot of furniture we need to upgrade. Hopefully I hear from them, people of the internet, we shall see. Stand by...

First off a huge shout out to Diedra at Arhaus. The staff at briargate complex was friendly and amazing at their job. Everything went smoothly at the store as we bought quite a lot of items via several transactions.We worked with Diedra and Linda who were knowledgeable and offered excellent customer service.However the delivery experience was nothing short of absolutely terrible. The delivery and the warehouse staff don’t communicate at all and the system they use is a nightmare.After confirming the delivery would not take more than 2-4 days once items were available at the Denver warehouse we were given a delivery date about a month away despite majority of our order being ready and available to deliver. Plus the delivery staff had no clue how to handle the delivery given the separate transactions. We kept getting called by different people who said they couldn’t deliver about 40 pieces of furniture since 2 items on the list were not ready to be shipped. They said “the system” did not allow for a delivery until all the items arrived. We were quite furious and disappointed about not being able to get anywhere with the delivery system and ultimately I reached out to Diedra who talked to her manager and made a delivery truck out to us earlier than initial scheduled delivery date. The delivery, warehouse and the store are three different systems that don’t communicate with each other. It took us several calls to make the delivery happen. Given furniture delivery is the core of any big furniture store this was a disappointing experience .Ultimately things worked out but after a lot of effort which is not what I am used to with other furniture stores. Also,hats off to the delivery guys who took care of our huge order. They were kind and patient and definitely short staffed that day. Two delivery guys were sent for all the furniture we bought (which was a lot) with no names on any of the furniture pieces so the delivery process also took all day.Sorry to say despite the phenomenal staff at briargate and the exceptional service provided by the delivery guys assigned to this job,given the experience of scheduling the delivery was such a nightmare we might have to rethink another purchase from Arhaus, atleast for big furniture pieces. This is definitely a disservice to the amazing staff at Arhaus and hope this feedback is taken seriously to change things around for a better...

EDIT: I'll leave the original review below for reference and have upgraded the review to three stars. I have all of my furniture now. Ultimately where I've landed is that the sales team is misaligned with the overall organizational strategy. The sales team says what they need to in order to get the sale, stopping just short of lying by painting the most optimistic picture of possible delivery timelines (telling a customer that they may not receive their order for half a year has a chilling effect on the sale). Despite that, I'm upgrading the review, because the furniture is amazing. I likely won't purchase frequently going forward based on the timeline, but it's great stuff.

This store should absolutely be getting a five star review based on the quality of the furniture and kindness of the on-site team, but the experience from having made the deposit on has been among the worst I've ever had purchasing furniture.

Despite committing an amount of money that could have easily purchased a new car, the level of service received in running into problem after problem with actually receiving the furniture has been insane.

The dates in the electronic system are all wrong. After having put half down, the furniture wasn't actually ordered, delaying receipt of the pieces that I have gotten. There's no leadership with real authority to speak to, everyone says that can't do anything, no one can actually contact anyone else within the organization to get an accurate picture of what's happening. They won't give me pieces of the floor (despite the fact that they can't currently sell them to anyone else anyway, because they're pushed out until after February at this point).

I started this process in September and by the time I'm currently scheduled to get the furniture (which keeps getting kicked further and further out) it will have been HALF A YEAR.

I'm open to changing my review, as I do love the furniture I have received, but would advise others currently to stay away, as if you do run into problems, there is literally nothing that can be done to get support. They will not put you in contact with leadership, they will not have access to people within the company who can provide answers, and their system is HIGHLY inaccurate.

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