Arhaus — Local services in Edina

The "in-person" service is great. I love the furniture that I have bought from them thus far. With that said.... I do have some serious issues with Arhaus that has led to no longer being loyal nor excited about their furniture.

First of all..... I bought the Bodhi bedroom night stands. I had an issue with both of them. On one night stand, the drawer was not properly installed. I can't believe the person who delivered and installed it, left it in such a condition. On the other, the finish came off immediately. I called their furniture repair people (third party) they did absolutely nothing to fix it or to follow up with me. I was very disappointed.

Next, I had a question about a payment posting. Their telephone customer service (third party) in the Philippines was terrible. I had to have their phone rep spell out the word because I simply couldn't understand. In the end, he couldn't answer my question either. Their online payment system is seriously outdated with delayed responses.

Then! I wanted to use my "Worry Free protection Plan" (that I purchased. Don't purchase it... its a scam!) to have an area of my sofa cleaned. I had to call the third party and the third party said I had to take pictures and email it to them. I did. Never heard back.

Finally, the action that is moving me to write this review and that broke my loyalty and excitement for this company.... The Petra Round Table 54'' . I purchased it online for $1100. A dream come true! I purchased it, then on my email receipt, it showed that I was charged $4406. I immediately called Arhaus/Edina, the sales person said that they couldn't help me and that I would have to email the company. She didn't have an email nor a phone number. Told me to look it up. So I did. During the telephone conversation, Heidi Hoover/sales consultant mentioned that the table was not listed correctly on-line and that the price was for the base only. I would have to purchase it at the standard price but they'll give me a 20% discount. While it wasn't even close to the originally price that was sold to me, I took it. Let's not forget... I've already purchased the darn thing.... Then the sales consultant told me the table I purchased was no longer available. Obviously I was upset but after calming down, because Heidi Hoover was so great, I ended up getting a larger table at a higher price. I asked her to ask the online manager Christine Guarino to waive the shipping and handling fee, as a courtesy for a double company mistake. She didn't waive it. I even asked for a phone call. She didn't call me, just gave me a short and cold email with a link to their terms and policy.

I've been a very loyal Arhaus customer up to this point. I believed in their mission. Frankly I don't care how environmentally friendly they are anymore. If they can't deliver on their word or make things right, their products carry no extra value for me. I've never had such a horrible purchasing screw up in my entire life and I've never been delt with so coldly.

I love my furniture that I have purchased from Arhaus. However, based on my experiences, if anything goes wrong.... don't expect much from this company. The post-sales transaction behavior and actions from the company, means as much to me as as their... "on the spot customer service." This last experience was the "straw that broke the camel's back" for me. While Arhaus positions its store as upscale retail, the customer support proves to be more like a cheap internet provider that sends customers through loopholes on the automated phone system. Macy's and Slumberland offer better customer support than this. And their pricing is way cheaper! Next time, maybe I should just go through them...especially if my 2 nightstands are an example of Arhaus quality. I certainly would have...

This isn't necessarily a review for just this store (though it was an error from this store which I believe set everything else in motion) but more for the Arhaus shipping and delivery process. I initially placed an order online on 8/29 to be shipped to CA. Several pieces ordered via chat (shout out to Connie H because she was great) and so far so good at that point. A few days later we went in to the Edina location and ordered a couple more pieces. This order was supposed to be linked to the original order and go to the same address but the rep at the store made a mistake and put my billing (old) address as my shipping address. Fast forward a week or so and I get an email asking to schedule my delivery for my second order at the wrong address. I called their logistics team and they were able to sort it out quickly but told me those pieces would lag behind the rest, though I could schedule two deliveries to get the first order sooner. Fine by me. The quoted delivery date (our move-in date for our new place) came and went. I called and they told me I should be able to schedule a delivery soon. I waited about 3-4 days and after not hearing back called again and was told more of the same. I tried again the next day via chat and was told everything should be at the hub and she would get back to me with details. crickets Finally I decided to call the local delivery company (Ryder) and that's when the incompetence of both companies became apparent. Ryder told me they had my first order but were waiting for the second to arrive before scheduling delivery. I asked to at least have the first order delivered since there was no ETA for the second and at this point it's been a week living without furniture. I was informed they needed approval from Arhaus and a 48hr approval period (that 48hr part is not a real thing, though it will come up again). I called Arhaus seeking approval and was told by them that my SECOND order was actually the one available for delivery, not the first. On top of that, they actually didn't know where my first order was so they would need to reship all those pieces but that I could get the partial delivery of just the second order. Ok... I figured having some pillows and a TV console were better than nothing. After finally getting the approval from Arhaus, Ryder contacted me again to set up delivery... FOR TWO PIECES FROM THE FIRST ORDER. Don't get me wrong, that's the furniture I would rather have but clearly the tracking system Arhaus uses is garbage. Delivery got set up for the following day and I went to bed happy to be getting at least a couple main pieces that would make our virtually empty space more live-able... but wait (and this part is not Arhaus's fault, though they still suck) remember that Ryder employee that thought there had to be a 48hr approval period? She f*ing canceled my delivery! And they didn't catch it in time so it needed to be rescheduled for a later date. At this point I still don't know where the majority of my furniture is (and apparently neither does Arhaus) or if I will ever actually get furniture. This is definitely the last time I purchase from Arhaus based on the...

If I could give ZERO stars I would. This was the single worst customer service experience of my life. I'm not kidding. I could have had a far superior experience shopping at Slumberland. We decided to go out of our comfort zone and purchase new furniture for our dining room and living room and then some. We were SO excited until the items arrived damaged, poorly constructed, the wrong items, used items, not as many items as we had ordered AND we even got someone's else's random lamp parts. It was a disaster to try to return anything. They gave me the run around for MONTHS. I ordered in April, instantly started paying for things I had yet to see and the day I received my items in July called to report damage, etc. It took 3-4 different reps at the national level, countless emails with store employees, managers and the regional manager for the returns to go through, again months later. In the end I had to drive the furniture to the store myself only to find that most of the staff who I worked with over 6 months prior were all gone or leaving. THIS COMPANY IS A RACKET. I personally returned the furniture the day the interest on the Arhaus charge card was going to be applied after the company not being responsive to picking it back up after my "approvals for returns" went through. Then they STILL wanted to charge me almost $2000 in interest. I had to exchange my couch that instantly started to sag, the buttons caught on our clothes every time we sat on it and the listed heights with the matching ottoman were not to spec. Finally the things I did keep are not wearing well. The dining table is showing tons of wear after we have been SO careful with tablecloths, placemats, etc. NOT ONE PIECE OF FURNITURE HAS WITHSTOOD A YEAR OF USE. PS you cannot get in touch with the store directly. You get placed on hold for at least over 45 minutes to reach someone in the home office who can't and won't do anything for you anyway. Do yourself a favor and go...