Arhaus — Local services in Denver

I wanted to be able to say that Arhaus came through with their customer service, but I should have read the reviews before purchasing from them. After waiting almost 4 months for a reply from their customer service, I have decided it is time to write this review of my experience. I apologize in advance for the length of this review, but I have tried to contact Arhaus with this information and have not heard back from anyone in their customer care department over the past four months. On January 30, 2021, we ordered the Luca dining table. It was delivered on May 19 and was split in half. The delivery drivers asked what we wanted to do. We said that it was clearly unusable and we wanted a table that was in one piece. When asked what we should do next, they said someone from Arhaus would be in touch with us. We waited 24 hours and when no one called, I contacted the Cherry Creek store. I was told someone would return my call, so again I waited 24 hours and no one called. I called again and when I was connected with someone, I was told, "sorry, these things happen" but was not given any details on when I could expect my table to arrive or what, if anything they were going to do on their end. I had to ask specific questions to find out if I would indeed be receiving a new table and when I could expect it. Fast forward to July 2 when our table is delivered for a second time. There were only two men on the delivery team and this table is so heavy they should have had another person to help them with the job. They did not use any assistive devices such as carrying straps, floor sliders, or other props to help them move the table in. When I inspected the table it was in good condition, but I missed our floor (the delivery driver was standing right on top of the damaged spot when I inspected the table). As soon as they left I noticed our hardwood floor was gauged in several areas. I have a picture taken on May 14 showing the floor prior to delivery and it shows that there is no damage to the floor. I immediately called the store in Cherry Creek, was given an email of someone to contact. That person replied to me saying she was not the correct person and to contact their customer care department. I have called 4 times, left two messages, and emailed customer care three times documenting the issue and asking how they would like to help resolve the damage caused by their delivery team. I have not heard back from anyone. Not a call, not an email. Nothing. I am in shock that their utter lack of decency to reply to any of my calls or emails. I expect more from a high-end furniture store. If your price point is going to be what it is, I would expect to at least receive a call in return. I am very disappointed. The furniture is beautiful, but the customer service is not just horrendous, it doesn't exist. Oddly enough, in September I received two emails and a call to set up delivery of our table. I couldn’t believe that they could call me to discuss delivering a table that has already been delivered, but they can’t return my emails and calls about the damage caused due to the...

We ordered the Amalfi dresser in store from Cherry Creek. At the time of purchase we were not made aware of any of the issues we would encounter and the customer service was not reflective of the high quality the store promotes.

We ordered in July for a mid-September delivery, which was confirmed by the sales person we were working with. Mid September comes and goes and only after I reached out was I informed that the delivery was delayed and would not arrive until December. As a result the table we ordered to be delivered at the same time would also be delayed. Only after multiple phone calls (that I initiated) was I able to get the table sooner, even though it was available and ready for delivery.

Finally in December the dresser arrived just in time for us to unpack our boxes of clothing from moving before hosting family for the holidays. After putting our first items into the dresser, I lifted them out and discovered they were dirty. The drawers were filthy and covered in dust. I figured it might have been from shipping, but upon wiping the interior of the drawers, the cloth became stained. One entire roll of paper towels later, the stain was still lifting.

I immediately called the store to report the issue and share photos but I never heard back from anyone after sending the details to whomever answered the phone. Since the stain continued to lift, I ended up spending hours lining every inch of the interior of the drawers with a liner I bought, but since there is still so much dirt/dust, the liner is now lifting.

It is 6 months later and we are still having issues. We'd like to change out our nightstands and add a tall dresser, so I called the store to see what could be done. I explained that we are planning on buying additional pieces, but are still experiencing quality issues with this one. I was referred to the concierge service who took my information and opened a case number. They instructed me to call back again in 24 hours because they often "don't have time to respond or call back if you leave a voicemail". After sitting on hold for 15+ minutes, someone finally answered and proceeded to read me the details off of the website about the piece being delicate and handmade. I informed them that I was aware of how the piece was made (this was the main reason that I purchased it) but that I was concerned with the quality of how the piece was finished. They stated that they totally understood but that there was nothing they could do and that it was normal for the stain to lift. I asked them to help me understand how this was acceptable for a finished furniture piece costing $5k and they continued to let me know that there was nothing they could do.

Sharing so that others can be informed that: The Amalfi collection looks nice on the outside but is completely useless on the inside if you want to put clothing and not have it come out dirty/stained. Don't expect high caliber customer service from this store, even with a 5 figure bill!

We will not be moving forward with any additional pieces from here and we do NOT recommend...

This was my first time going all out on purchasing furniture. Usually I found random pieces online or went to IKEA and AFW. I was nervous as what to get and how to make it all fit the aesthetic of my home. I felt overwhelmed and all alone on this, but I shouldn’t have because Justin Gregory stepped right up to the plate and made the process fun, easy, and efficient.

Justin instantly jumped to my aid as he probably saw I needed help. I told him I was in the market for a new couch and credenza/entertainment center. He showed me various pieces and what best paired with certain fabrics and colors. He tried to help fit it all into my budget the best he could, even texting me days after the purchase to let me know I would be getting a credit back since Memorial Day was around the corner, and I had just missed the sale.

I don’t know any other type of sales rep that would reach out after the purchase to extend such a nicety. I feel like anyone else would just be happy with the money I spent and on to the next one. Not Justin! He cared to help make my home a beautiful sanctuary, I am proud to go to. He answered my many questions with a smile on his face. Even months after the purchase, he checked in to make sure it was all going well. And when I saw a minor scratch on the credenza being delivered, he responded instantly saying we would get it taken care of when it wasn’t even his responsibility to do so. He consistently showed up for me!

I told Justin I need him just for life in general because he is that great! Thank you Justin for helping me find all the pieces to make my home feel beautiful and cozy. Thank you for helping me to stay within my budget by recommending similar pieces I liked at a better rate. Thank you for making the experience so fun by sharing your gorgeous place with me and the sweet photos of your cat Disco. You are an amazing professional and person. Can’t wait for the next area in my house you...