Arhaus — Local services in Oak Brook

I am writing this review after exhausting all of my options and patience with the Arhaus team. The customer service is concerning and abysmal! The solutions are not friendly to the customer and shift the burden of risk onto the consumer. Let me share my experience.

I purchased 10 pieces of furniture on a single order equalling $25K. The piece I waited ~4 months for was a single piece sofa. When it finally arrived on my third delivery, it was noted to be too wide and too tall to bring into my apartment. I was told, by the customer service rep that the delivery guy spoke with, that I could keep it and try to sell it on my own or return it. I chose to return it because the former recommendation was ridiculous. I was informed that someone from Arhaus would get in touch with me over the next few days. After waiting 72 hours without communication, I called the customer service line and they were surprised no one had contacted me so they escalated it to the regional manager. I was informed that the regional manager would get in touch with me over the next 24 hours.

The next day, I received a call from the design consultant I had worked with at the store. I was told that since I had changed the fabric on my sofa, it was a custom piece and I could not return it, unless I wanted to take a 50% loss, which would equate to $2500. The recommendation was made to speak with a furniture specialist that disassembles furniture for the move and reassemble it in my condo unit. I was told that they had utilized this professional several times before and customers had been satisfied. I asked if Arhaus would guarantee this service in case the structural integrity of the sofa was compromised and I was told no. I would be taking the risk on my own. I also would have to pay $900 out of pocket for this service. I asked why the referral/recommendation was being made when Arhaus cant guarantee my furniture and the consultant reiterated the two options I had (Return vs. disassemble). I then reached out again to the consultant and asked if this service would void my warranty on the sofa. The consultant replied "Yes." So at no point was a customer friendly solution offered. I had very close follow-up at the time I was selecting my furniture and paying for it. However, when I had an issue with 1 out of the 10 pieces, I had to do most of the follow-up on my own.

I waited 4 months for this delivery. When there was an issue, I had to call to discuss why I had not received any communication after returning my furniture I was told I either lose 50% of the money on my sofa by returning it or I use a recommended service that would incur additional cost and take on the entire risk of compromising the structural integrity of the couch. This service would also void my warranty The solution absolves Arhaus completely. If after assembling my sofa felt different, then it would be my responsibility. This is ludicrous for a customer service business.

This is one of the least helpful customer service experiences, from a brand that is considered higher end. There was no grace or flexibility provided for my issue, which is NOT unique.

Arhaus is in the customer service business. Yet, I do not feel there is any customer-centered solutions once the customer runs into obstacles. I am now going on a 5th month without a sofa while still...

Their Oakbrook location and Arhaus concierge customer service is a joke as already mentioned by other people. You are being treated good until you paid. After that nobody cares about your order nor the product. (Before you sign and pay, they will keep calling you but once paid, you don’t even receive any information about delivery schedule before you call five times and request the information) We spent over 35,000 dollars to update our furniture and i can confess I still love their design but will never purchase anything from Arhaus again after a couple of incidents we had to go through. And the reason why is due to both the quality and customer service.

I start with a SAFETY hazard first. Yesterday our $1000 dollar arched bronze floor lamp fell down in the living room, in the middle of nowhere, and luckily there was nobody underneath. We found out the heavy base is not leveled anymore and it started keeping falling down. After we tried many attempts of tightening up the pole, we realized it is caused over time (we used 6 months) due to the engineering defect. We took a picture and talked to somebody in Arhaus concierge customer service, and the first thing we heard was “we can not do anything because it is over 30 days return window.” Not even mentioning that how condescending the tone was, repeating the same thing “it is out of the 30 days of manufacture warranty window”. I would understand if that is their policy, okay that is their policy. But i wished i knew their products were meant to last only 6 months for the price $1000. Ridiculous. If you are planning on purchasing something from Arhaus, be aware that this can also happen that your product fails, and you will have to waste your money because their is absolutely nothing they can do.

As for Communication/ customer service after you pay - I would give 0 star/

Delivery scheduling - nobody cares, oakbrook sales people keep saying that that is not their job and has to be via direct communication with third party/ average delivery time is over 2 months, for a couple of products we waited for 3,4,5 months, which was not explained at all upfront to the customer/

Overall, honestly i still can say i love their design but I was blind because of that, and tried to justify so many things. But if i can go back, i would not make the same mistake purchasing products from arhaus just because...

If I could leave zero stars I would. The customer service was great until I paid. I purchased the Pavo 2 piece sectional for my new home, and it was a $8000 problem. The delivery was quick, but I received the wrong configuration from what I ordered, I called the store the same day with this issue and that's when the problems began and this turned into the worst furniture buying experience. The seller refused to acknowledge their mistake and kept putting the blame on me. 2 people were involved in this sale and both were claiming that I received exactly what I ordered. Telling me yo look at the contract I signed. I looked. I ordered a right arm sofa and received the left arm. I sent them photos of booth the sofa and the contract. After that they started claiming that I signed off on the configuration I saw in the shop. Which was on the second floor, and I made the purchase on the first floor, and signed the papers there. I was told I need to pay to have the sofa exchanged. Which I was not going to do when the mistake was made on the seller's side and I received the wrong item. I contacted another Arhaus store and confirmed with them that what I received and what I signed for are not the same configuration. They told me that the Oakbrook sellers need to fix this mistake because I was right. There was a lot of back and forth with Oakbrook, they would not acknowledge their mistake and fix the problem. Then I contacted the headquarters, and had them email the regional manager and the store manager. Because the employees refused to let me talk to the store manager and made up all kinds of lies when I called, saying the manager is not there or busy with another customer. At the end I was able to get the sofa exchanged. When the exchange sofa was delivered, the pins that attach the two pieces together were placed wrong. And it took over a month to get that scheduled and fixed. The sofa quality is not the best. After a few weeks of use feathers started coming out and poking through. This was by far the worst furniture buying experience, I do not recommend shopping at Arhaus to anyone. I am also going to close out the store credit card and will not set foot...