Arhaus — Local services in North Bethesda

My experience with this specific Arhaus team was nothing short of great. I was greeted warmly when I entered with my husband, allowed to browse without any fuss until we asked for help to decide on which pieces we wanted. I did not feel like they judged us based on our clothing or looks. If it matters to anyone, my husband probably wore athletic shorts and t-shirt (it's all he wears lol) and I was just wearing some shorts and t-shirt as well. I will be honest - I did kind of expect them not to take us seriously nor be interested in selling us anything because we certainly didn't really look the best that day. Instead, they were incredibly patient while my indecisiveness raged out of control and I asked for samples upon samples of different fabrics and probably asked similar questions in a million different ways. We walked out after we put in an order for a beautiful modular sofa and a dining bench. We returned about a month later to order a set of dining chairs, where the store manager again displayed the patience of a saint while I sat on different chairs a million times. They were all very professional yet warm, and I saw other customers getting the same kind of attention in the store. I did end up calling the store to get an update on our order and the person who was assisting me was very helpful, polite, and had some of the order on a truck the very next week so we could receive it earlier instead of waiting for the entire order to come in.

For Arhaus as a company itself, I would dock a star because of the really long wait times for the furniture itself. We finally got our sofa after 4 months of waiting and we will be getting our chairs soon but still after 4 months of waiting for that too. However, I don't want this to be reflected on the local team at this store because they don't control the manufacturing process. It just important to note if you are shopping at Arhaus that your orders will not arrive very quickly. However, we are very happy with our sofa which came with a white-glove delivery service. The dining bench's leather came a little damaged but I was able to get a price adjustment after speaking to someone. We were able to mitigate most of the damage by applying a leather moisturizer my husband had on hand.

Overall, very pleased with our experience with our local Arhaus team. I hope they will be able to provide this level of service to all customers who walk in because it's definitely the final and most important reason why I decided...

My husband ordered the Lento Lumbar Pillow for me as a birthday present back in the beginning of December. We didn't receive it until the end of January. Aside from how long it took to ship, the pillow we received looked NOTHING like the one presented on the website. Although extremely disappointed I kept the pillow hoping it would grow on me considering they don't accept returns on one of a kind items. By the beginning of February I was so pissed looking at this pillow we spent $200 on that I wouldn't have even picked up at Home Goods for $20. I reached out to customer service explaining my situation. I told them the pillow I received looked totally different than what they advertise on their website. They claim the pillow can have variations in tonality and saturation - what they didn't say is the pillow you get might have a completely different print than the one we sell online. I bought the pillow for the print I saw on their website because it was beautiful - it had a tree going up the center of the pillow that matched with my wall art in the living room. I sent them screen shots from their website and their IG showing them every time they advertised this pillow it was shown with the same print and the one they sent me looks completely different. I also sent them a picture of the pillow I received to show how different it looked. False advertising. They took forever to get back to me. I emailed them twice and called them twice. When they finally got back to me they told me since there's no defect in the pillow they can give me $29 back as a gesture. When we said that was outrageous they upped it to $100 but said they would have to send us to collections. We told them no thank you and said we would have our credit card company dispute it. And of course there's no place to review items on their website to warn others. I JUST WANT PEOPLE TO KNOW IF YOU ORDER THE LENTO PILLOW YOU MIGHT NOT GET WHAT...

Never purchase from this location (Bethesda)! Avoid at all costs! We placed our order on 9/5. We want to place a special order for the sofa cushion, they are supposed to confirm with us in a few days or within the week. We never received any calls or emails. We have called and visited the store multiple times, never able to reach our sales rep or the manager. To a point that we just decide to give up on cushions. In mid Oct, we went to Arhaus again (Tyson's Galleria in McLean, VA this time) just to browse around at look at furnitures. We noticed there was a quality issue with the dining table that we ordered. We don't want to take the risk, so we decide the cancel the dining table and all the dining chairs. We talked to Kent (our sales rep) on the phone on 10/26 requesting a cancellation. NO FOLLOW UP NO CALL BACK NO EMAIL. We talked to Latieca the store manager on 10/31 on the phone confirming our cancellation. We were informed that we will get a phone call or email for confirmation. But of course, NO FOLLOW UP AT ALL. We NEVER RECEIVED ANY FOLLOW UP FROM ANYBODY FROM THIS LOCATION (BETHESDA) SINCE DAY ONE WE MADE THE PURCHASE. But a sale rep from the Tyson location would keep their promise to call me back the next day just to answer my question on the worry-free program (without making any purchase from them). I have called them multiple times for questions, and yes, the sale rep from Tyson would always get back to me even if they can't answer the phone right away. I hope Arhaus will read this review and that someone will follow up with me with an update on our cancellation request. I don't want to spent thousands of dollars on a dining table that has a very lower level quality issue. Extremely...