Arhaus The Loft — Local services in Grapevine

There are a lot of pretentious "high end" furniture stores out there but I can say Arhaus deliveres quality and so far, their customer service has been excellent. This holds true for their outlet as well. Store Manager Kelsey gets credit for that! The Loft (located inside the mall) is an outlet where you have a good chance of finding your sought-after pieces at discounted prices. They also have seasonal sales across the store. These pieces have either been returned by customers (for whatever reason) or have some defect. Bigger/more noticeable the defect, bigger the discount. But they'll never stock any item that has a major fault. I can tell you from personal experience that a lot of the defects are minor (like a scratch here or a chip there). Some of the pieces can even be considered brand new. You can essentially find all categories on the floor: couches, dining table, media consoles, lamps, outdoor furniture, etc. There's an element of excitement when you visit the store because you never know when you may come across a bargain piece! Moreover, they stock new inventory every few weeks. A few things to keep in mind: most of the inventory is final sale. They do not have their own delivery service. You can either take the pieces with you (from the rear vehicle-accessible entrance) or get 3rd party delivery (The Loft can recommend trusted partners). The items are packaged well and will be kept on hold for your delivery/pickup. Arhaus' White Glove delivery ($300) is only available for new item orders (from the website) - which you can also do in-store. What I like about their furniture is how modern and contemporary they are (even the traditional pieces can gel with a modern decor). Shoutout to Kelli who helped us with our selection and maintained excellent communication during the follow ups. Warning: you may end up spending a lot of money with...

Having gotten my start in high-end retail, I want to say I have some context for how customer service in a high end retail store works. I walked in this store in between my kids’ basketball tournament, unhappy with our recent sofa purchase from a competing sofa company. I started sitting in couches and was amazed by the quality of these couches. A lot of my clients love Arhaus but I’ve never made the drive out to a store. I sat in over 10 couches, a couple chairs, touched a handful of gorgeous coffee tables and was there for over 20 minutes and I didn’t have a single word said to me by the very available employees. They were chatting it up with each other behind the desk, having a grand ol’ time, and I don’t think I saw them speak to a single customer in the store. I have clients buying and selling million dollar homes, I flip and stage houses, and I can’t even recommend this place to anyone. That is extremely unfortunate because the inventory is absolutely beautiful and comfortable. As I was walking out I finally had someone put their hand on my shoulder and ask me an inventory question and when I turned around she said “oh my gosh, I though you were Kelsey our manager!” So apparently all you have to do to get attention in there is be...

It’s a scam if you take Arhaus plan. If you sign up for paperless, they won’t notify you even via email to let customer know that they are charging interest. Charged me $1598 straight off on interest without notifying that they will charge me interest of that whooping amount.

Update after getting response from Arhaus: Going paperless doesn’t mean you don’t NOTIFY customer via ELECTRONIC means, before charging them large amount. We have never ever been notified by Arhaus that your promotion is getting expired. Every big or small company out there, where customer chooses paperless, are notified ELECTRONICALLY. We understand that it’s just a basic tactic to get away for charging customers more by saying you chose paperless. And yes, we have reached out to customer service and escalated to talk to manager and the same verbiage they use that oh you chose paperless. Well you guys lost a very loyal customer over the tactics used and never ever recommending Arhaus to anyone in future. It’s...