Arhaus — Local services in Fort Worth

BUYER BEWARE!!! DO NOT BUY ANYTHING FROM THIS STORE! I wish I could give negative stars. I purchased 2 Finley Hall Chests from this Arhaus Store in Fort Worth, TX. back on March 20th. I was told at the time they would be ready for delivery in July which was fine by me because I was building a home and didn’t need them right away. My sales consultant was so great and called me monthly just to keep me updated about my order. She called me in July and left me a message that my pieces were ready and I just needed to call back when I was ready for them to be released from the warehouse which I was told typically takes 2 weeks to get to them so they could schedule delivery. I called the store back at the beginning of August but My sales consultant was not there so I spoke with someone else to tell them I was ready for my items to be released from the warehouse so that we could go ahead and have them delivered. The person I spoke with didn’t give me their name but said they would process my items so they could be delivered. I hadn’t heard anything since that conversation so I called the store yesterday and again My sales consultant was not there because it was her off day. When I inquired about how much longer my order would take I was told by the store manager that there were notes in the system that my order had been cancelled by me at the beginning of August… as you can imagine I became irate because I did NOT call and authorize any cancellation of items, all this time I thought the items were in transit to be delivered to me. I had not received any form of confirmation of this “so called” cancellation request nor had my money been refunded to me. The explanation the store manager gave was accusatory towards me as though this was my fault and when I pushed back on her and started asking questions like why would I be calling for an update on an order if I cancelled it and who was it that typed those notes that were not true??? This is the fault of whomever put false info on my order records not me the customer. The store manager then said she had taken the marble tops from my order and gave them to someone else but the bases were still there and that it would be November before more tops could be received unless they could find some somewhere in the region but that would take a few days to investigate. She was very rude to me in her tone which made me have very low confidence she would even try to find any tops to replace my items I had already been waiting months for. I have already called the store back to request a full refund as I’m tired of waiting and I don’t want to give my business to a store who just cancels orders and lies on customers and who are completely rude and not empathetic to whatsoever. Just wanted to share my experience as I see others have had similar experiences at this same store. Wish I would have seen their reviews before shopping here as I would have just placed my...

Ordered a chandelier from this store and during check out I mentioned that I would be going out of town soon and asked for them to notify me before they ship my order.

They never called.

When I reached out to the store, the lady at first was unable to find my order in the system at all based on my name or my phone number. After she finally located my order, she gave me a bad attitude saying that I need to note my salesperson's name to track my order. What kind of store struggle to find customer orders based on customer name or contact information? In any case, she told me that they had already shipped my order and that it was out of their hands at this point. She informed me that I would receive an email from them with the tracking number from the carrier and I would need to make delivery arrangements with the carrier, not with Arhaus.

I never received that email with the shipping information. And as my trip was getting close, I was nervous that my order would end up sitting on the porch for days or even weeks. I called the store back. The lady again told me that I should receive an email with the tracking number and that they couldn't help me at Arhaus. I told her that I never got that email and I couldn't do anything about the delaying the shipment or requesting a different drop-off location if I didn't have a tracking number. The lady told me to check my spam folder, which I did before I called and there was no email. Arhaus took no responsibility after they took my money. No steps were taken to accommodate a situation that was known and noted at the time of purchase and absolutely zero customer service to help out after they dropped the ball.

The third conversation I had with Arhaus, the lady again stated that I would have to work with the carrier and that Arhaus would do absolutely nothing to rectify this. I asked her if she could find the tracking number in her system so that I could at least reach out to the carrier and make some sort of arrangement. She told me that she was not able to find that...

I should have noticed all the terrible review before making my purchase. If you are looking to make a purchase where you will have an excellent customer service experience , keep looking, and buy somewhere else.

This isn't the first time I have ordered from this company BUT the first time I have ordered from this location. The service has been TERRIBLE!!

I ordered a couch and I was told 12-14 weeks delivery. I was told that the 14 weeks is very rare and it shouldn't be that long. To be fair, it was a possibility, although not likely- so I was told. Not a problem. got it.

Here I am 17+ weeks and my couch still hasn't been delivered. The updates I have gotten on my furniture have ONLY happened because I have followed up with Arhaus myself- my sales lady( who makes commission) has been no where to be found. If I call the store they have told me " well, she hasn't updated you because theres nothing to update you on. Its not ready". When I made the purchase I was told I would get monthly emails with an update. Great customer service. I have gotten responses to some emails, if I am the one that starts the conversation. I was told my couch would be here before Christmas, thats why I ordered it!!! Its now well past Christmas, and still no sign of the couch. I was actually told that they misplaced it. " But to rest assured, they didn't just lose my order- they cant find 50 other orders as well, so sit tight and they will hopefully locate them soon, once their IT department fixes the issues".

Buyer beware- dont buy furniture and expect to actually get it, when they say. They might lose your item along with 50 other orders and delay delivery even further. I have now been told 4 different delivery dates, and all have come and passed. I did get a call today and they are hoping they have the couch to delivery this week. maybe. Awesome.

I have emailed corporate and haven't gotten a response either. Customer service must not be one of their values....