Arhaus — Local services in Indianapolis

We visited the store in December of 2022 to specifically look for a coffee table and area rug w/ a rug pad. We found what we liked and paid for the order, with the knowledge that neither item was in stock and would be an order out with a lead time of up to 4-5 months. Over the next 4-5 months I called several times to check on the status of the order and was continually told that it would be another month or so. We finally received a call two weeks ago, almost 7 months from placing our order, that the order was at the warehouse and they were ready to set up delivery. We chose a date and we're given a window of time the day prior. I informed them that we weren't able to be home the last 2 hours of the window, but was reassured that we'd be the first stop. That didn't happen and they called prior to delivery 5 minutes after we left home, so we needed to reschedule. Not Arhaus' fault, but still added frustration to this whole order process. We rescheduled for today. Delivery drivers called prior to arrival, within the delivery window, and showed up to provide the white glove delivery service. Only problem was, they did not have the rug pad. So, we have a large rug, a very heavy coffee table, furniture that I moved and replaced, all on top of the nonexistent rug pad. I called the store and spoke to a Manager who told me that the rug pad would be ready in August and delivered by UPS. I cancelled this part of the order as I'd be the one moving and installing the pad, as well as all of the furniture currently in place, which kind of defeats the purpose of paying for "White Glove Deliver Service". Arhaus is obviously not cheap, and I get that our order wasn't a high dollar purchase, but it was a lot for us and I expected much better service and communication. It seems that extended lead times from the pandemic days are here to stay or still here...

Echoing what’s already been mentioned. Terrible customer service. We ordered a bed the first week of October. They told us it would take 12-14 weeks before it arrived. Three weeks after purchasing the bed we saw we could buy it online and have it delivered within 5 weeks. (I have a screenshot) When we called Arhaus Indianapolis they informed us that what we saw was no longer the delivery date online and basically alluded to the fact we were making it up to which it changed to 14-16 weeks AND on top of that we will actually have to wait until February to receive our bed. Fast forward to last week. We get a txt and call saying the bed would be delivered today. We were thrilled to hear this. The bed showed up today with dirt all over the headboard and the leg of the frame was broken. We have been trying to get in touch with with someone from corporate regarding our very unpleasant experience regarding Arhaus especially now that we don’t have a bed. Very very upset.

Update: they delivered another bed 4 weeks later..we were sleeping on the floor, and you’d never believe it, but the second bed was broken as well! We had to wait another 6 weeks for the next bed (x3!!!) to be delivered. We were going to just throw in the towel but the delivery guys got the huge headboard up our steep stairs and Arhaus refunded some money. Enough that we kept the bed but still could’ve gotten a way cheaper bed that probably would have been way less headache.

Changed to four stars because after 3 delivery attempts and 6 months of sleeping on the floor Arhaus made it right. But beware something is going on with...

We have purchased both furniture and accessories from Arhaus in the past, but our recent experience with the Indianapolis store has been a real disappointment! We ordered 2 ottomans (or poufs) on October 13 and stressed at the time that they were Christmas gifts. We were assured we would have them in early December. Having heard nothing from the store, I called on December 13th and spoke with David. He informed me that our original salesperson, Rebecca, was still with the company but had relocated to a different location. Unfortunately, she had neglected to schedule our order to be put on the truck for delivery to the store. David then attempted to get them on the truck for a December 19th delivery. A few days later we stopped by the store, and were told that we should expect them to arrive on the 19th. I phoned on the 19th to arrange to pick them up and was told the truck for the 19th was full, but the overage would arrive on the 20th, and I could just stop by anytime on the 20th or after. When I called on the 20th to be sure they were ready for pick-up, I was informed that the 2nd truck had been cancelled, and our order would not be here until January. So much for Christmas gifts! Arhaus’ process is a joke! If your salesperson is not diligent or is even just forgetful, you can tell your orders goodbye. Terrible customer service and...