Arhaus — Local services in Lexington

ETA: We did email the address below so "they can reach out to us" a while back and have heard back NOTHING. I'm guessing this is just a way for them to take a bit of the edge off unfavorable reviews?!

Not a happy customer. This review is of the product(s) we bought and the customer service since, not the service we received in store at this particular location.

First, we had to send back a dining chair TWICE because of defects (so check your stuff well when you first get it). Second, our dining table's finish got messed up within a week or two of using it. We followed care instructions we received in the store, but didn't go on the website to check the care instructions for this product there (but who would?!).

It has taken months of back and forth with their concierge department, without a good outcome.

So, yeah, not pleased and definitely would be looking somewhere else. This is sadly not at all what I would've expected for the price.

ETA: We did email the address below so "they can reach out to us" a while back and have heard back NOTHING. I'm guessing this is just a way for them to take a bit of the edge off...

Ordered furniture in September. Was told it would take 12 weeks. Part of the delivery finally came December 18th (14 weeks later) and the Ottoman came damaged. Waited 14 weeks for furniture and it comes damaged? I called my salesperson within 10 minutes of delivery to let her know the piece was delivered damaged. Furniture was delivered December 18th. They are sending a "technician"over to look at the damaged piece on December 30th. This damaged piece of furniture costs over $1100 and this is how I am treated. Then I was told the rest of the delivery woud take longer. Now the love seat is first getting to Cleveland on January 9th. It is supposed to take about 2 weeks after that to get delivered to me.By the time the love seat comes to me it will be about 20 weeks since I ordered my stuff. I think I could make this faster myself! Worst of all, we were double charged on our American Express bill. Let's see, damaged goods, over charging, and furniture that never arrives. Run, don't walk away from this...

This may be one of the worst customer service experiences I've ever had. I've been patient for 5 months, yes, 5 months, with the only correspondence being what I've initiated. It doesn't seem to matter if you spend $10k or $150k, expect to have to hunt your purchases down. When they say they'll call you back, just know that they won't. Go ahead and anticipate taking time out of your day to follow up, otherwise you'll never know if your furniture is coming or not. When they say a week they mean at least 3 and if they tell you a month or two, expect 5-6. It's a shame because they have beautiful things but I guess that doesn't matter if you don't ever receive the items! Go elsewhere, literally anywhere. I'm still sitting with moving boxes in my room waiting for a piece that was supposed to be delivered last week (after initially being promised December) when I'm told today maybe another month?? At least I started with ordering only one room instead of furnishing our entire house. We won't make this...