Arhaus — Local services in Louisville

Similar to other reviews, the problem with Arhaus is nonexistent customer service after the sale. They're helpful and attentive until you place your order - then you can forget about any follow up as to status or interest in whether you received your purchase or if it was in good condition. Ordered an expensive sectional sofa 6 months ago - they prepared me for the lengthy wait due to COVID manufacturing and supply chain issues which I had no trouble with. My salesperson never checked in with me over six months, but whatever. Finally she calls to say my sectional is on its way and needed to collect the final balance. Great! I happily paid the balance and asked when I could expect delivery - the delivery company would contact me within a few days she says and that I can call the store if I don't hear from them within a week. That was over 3 weeks ago. I've called the store several times and get conflicting info from each person I speak to. Have yet to get a call from my salesperson to check on things and the store manager hung up on me when I asked for contact info to reach a general manager. I still have no idea when I'll get my furniture. **UPDATE - as you can see Arhaus corporate responded to my review with contact info. Within a day or 2 of doing so the regional sales manager called me (I had reached out to her twice by email with no reply already). According to her the sectional had just left the manufacturer warehouse and would be in Louisville within a few days (a claim I'd already heard repeatedly when calling the store) and that she would check back in with me at the end of the week - shocker, she did not. About a week later I was finally contacted by the delivery team and my sectional arrived in perfect condition. Ultimately I received a call from the corporate head of operations - turns out there was a glitch in their new merchandise tracking software that was wreaking havoc in many ways. That would explain the conflicting info from the team at the store but in no way excuses their astounding apathy. So after it all the operations manager refunded 10% of my purchase and I'm very pleased with the product. Being the source of all the confusion is likely fixed I'll probably shop Arhaus online but will never set foot in the Louisville...

Anne (Interior Designer) is a true specialist, and a gem for Arhaus. She delivered exactly what we needed at a time where we felt a bit overwhelmed with our newly purchased, sparsely decorated home. She is an expert at design, great listener, and able to give a thorough explanation with her input. I must also add that she provides this input without coming off as anything but genuine.

Before we met Anne, we had been perusing through the store and Judy on the sales team greeted us within minutes as we bounced from space to space. She was sweet and able to answer all of our questions regarding prices, sales, and various pieces. She was quite observant as she picked up on our tells and knew we were looking to make some big decisions across myriad parts of the home. Rather than just sell us the first piece we eyed, she brought Anne into the fold.

Over the course of the next week, and two visits to our home from Anne, we went through a detailed process with 3D Imaging, exact measurements and a really nice view of the pieces within each room. We picked out furnishings for seven spaces in the home -- and there is no doubt they will will be long-lasting and quality additions for years to come. While the wait is a bit long on some of the custom pieces, we're confident that it will be worth it.

Finally, as a retail business owner -- hats off to the Arhaus' business model. Their two-person team (design coupled with sales), along with the home visit and 3D imaging is brilliant and as close to magical as it gets. We will be sure to continue to decorate the rest of our home due to their care, and their people. Hats off to Anne and Judy. I recommend you...

We purchased a sofa, ottoman and two recliners. A lot of money for a room of furniture but we thought their quality was worth it. Our first impressions were good and we were willing to wait the 12 weeks for delivery. The furniture is beautiful and we absolutely love our sofa but no one wants to sit in the recliners because they are so uncomfortable ... but this is not the main issue. There were major snafus with the delivery of our furniture and the customer service at both the Louisville store and corporate was horrendous. I called the store, I called corporate, and I sent an email to corporate (in October!!) and I still haven’t heard from anyone. I work in customer service and they are so bad that it outweighs the quality of the pieces. I would NEVER recommend anyone purchase from them.

News flash! Arhaus is batting a 1000 on sucking! You may have seen that they reach out for contact info so that one of their reps can talk to you about your complaints...but anyone want to guess whether or not they ever did?? They should have been able to find my contact info without a robo response asking for it but I sent it anyway. Didn’t matter anyway. Arhaus has the WORST customer service I’ve dealt with in a very long time.

NEW UPDATE … we have a warranty and I contacted concierge regarding a seam that has come undone. They requested pics which I sent a week ago. I’ve sent two follow-up emails and …shocking…silence!! They are nothing if not predictable in their “wonderful” customer service. Just the fact that they are pompous enough to call it “concierge” is comical. DON’T BUY...