Arhaus — Local services in Phoenix

Disappointing quality for the price/poor customer service. Ordered furniture November 2015 and still waiting!

Our salesperson, who did come to our home, was helpful in helping us pick out furniture. Touting the quality of Arhaus furniture, we placed an order in November. Told that we should have it by December, we soon realized that that would not happen. Received a partial order for two chairs & cabinets in December. One chair had a pillow that was torn, as noticed by the delivery person, so that chair had to be exchanged. Arhaus sent a service tech to our home to adjust a cabinet, he said that he couldn’t because the cabinet wasn’t built correctly, so that had to be sent back too. Disappointing that we are already sending things back after the first delivery. Initially, there were only supposed to be two deliveries, the first half of our furniture, then the second.

In December, we received a coffee table trunk and base. The delivery person noticed that the base of the coffee table trunk was damaged and needed replacing. So out of two deliveries, we now have two returns.

The Arhaus warehouse is in Ohio. It takes one week to leave the Ohio warehouse, one week to get to the Phoenix delivery company, plus a few additional days to schedule in-home delivery. It’s about a 2-3 week process. The Phoenix delivery company starts to call us to schedule deliveries in January, but we ask them to wait until all the items have arrived so we don’t have so many deliveries.

It is now early March (yes, March!), and finally, most of the furniture has arrived in Phoenix. I say most, because we are still waiting on non-custom furniture, which according to the Arhaus website is “In Stock”. As I later find out from a Customer Care person, “In Stock,” means nothing at all. Part of this delivery is the cabinet exchange which is again, the wrong one.

Then later in March, we have what we think will be the last delivery. Wrong, again! Of the four “In Stock” chairs, only two arrive and the cabinet exchange… you guessed it! Wrong one again. Having just got off the phone with Arhaus, they told me that they have no idea when the cabinet will arrive in Ohio for shipment to AZ and the two remaining chairs are somewhere in the Ohio warehouse, "but they have been looking for a week and cannot find them". They will call when they do. We are now hoping for a late April delivery.

I would like to reiterate that the the salesperson was very helpful initially with helping us choose what to buy. They are also paid on commission, so that is understandable. My impression, however, is that once the sale is made and Arhaus has your money, the customer service ends there. We have never received a call from our salesperson asking how things are going and if we are satisfied. The Arhaus store manager at Kierland Commons, Scottsdale, AZ, who we spoke to on several occasions about our situation was sorry and apologetic, but she advised us that she really cannot do anything and that we need to call Customer Care. Wait a minute! Didn’t I buy my furniture here, not online? Once the sale is made, the store really doesn’t want anything more to do with you. We have spoken with Customer Care countless times. Each time you have to start from the beginning and each time you get a different answer. At one point, even the delivery company called Arhaus. The delivery company then called me back and told me that Arhaus was completely disorganized and had no idea where the furniture was. Customer care is always extremely apologetic. They have agreed to refund all delivery fees, but it is truly frustrating to having to work with such a disorganized company.

I am greatly disappointed in the experience we had. We still have not received our complete order. We have been extremely patient throughout the process, but what a frustration. Every delivery has come with something that had to be returned (at no fault of the delivery company). For the price we paid and the quality we expected, it was a great...

I would avoid this company in general, but especially this location. Our experience has been horrible. We purchased a dining table from you all in April or May of 2023. Not long after there became issues with production and timeline and because of that we ended up canceling the order and purchasing a dining table from Restoration Hardware instead.

About a month later that item we ordered and cancelled through Kierland showed up and was left at our home. I called Kierland and let them know, Scott, reprimanded me for the item being left at my home. As if it was my fault. I then scheduled a pick up of the item since we did not want it, nor did we need it and in addition the item was damaged. When it came time for the scheduled pick up, no one showed up. I called them again and rescheduled a second time, again, the second time no one showed up. There was no communication. There was no apology for us having to take two different days off work. My last email to them no one responded. And then it was radio silence, we never heard a word from anyone until this month- a year and a half later I receive a letter saying I owe the amount for the table because the store let regional know that I had decided to keep the item. Never did I tell them I wanted to keep the table. My last email to them was I’ve scheduled this twice, I’ve taken two days off work and no one is showing up.

This is terrible customer service. Even with receiving this letter, I have called numerous times. I cannot get in touch with anybody. I’ve left messages. No one has called me back. I finally spoke to the manager today, Tom, not because he answered any of my messages it was because I repeatedly had to call , and he is saying that he will again schedule a pick up. He is rude very and unapologetic for what has happened. They basically abandoned a piece of furniture at my home and waited a year and a half to let me know that they want payment. It is absolutely ridiculous. It’s amazing that someone like this can even work in customer service and Arhaus wants him to be represent their company.

Overall, an absolutely horrific experience. I will never do business again with this company. And hopefully they will show up and come and pick up this item. Because it was our understanding that they didn’t want it because they didn’t come and get it and it’s been over a year and a half and we were free to donate it to someone in need. Overall, I think you guys should look into this and use it to improve your customer service because it has been extremely lackluster and a...

I had the worst experience with the team at Arhaus Keriland! I would never work with them again after dealing with the lack communication and customer support I’ve experienced over the past months. To begin with, I was told when purchasing some of the furniture pieces that I could cancel if before they shipped out if I needed to, in order to take advantage of the extra 10% discount they were offering during my in store visit, My house wasn’t completed at the time we were shopping, we had lots of construction going on inside, so I purchased a few of the furniture pieces without measuring, which was my biggest downfall! But I was under the impression that I could return these pieces before they shipped out to me. After slowly getting into the house and realizing that a couple of the pieces weren’t the right size for the space, I called and spoke to Sarah, regarding getting a refund. She informed me that even though the furniture had not been delivered yet I would have to pay a 10% restocking fee, or I could get a replacement piece and use the full credit. She failed to inform me that I would only have 30 days to find something! SNEAKY. She told me during our phone conversation to reach out after the rest of my order was delivered and credit I could then use the balance. Good thing I reached out right after the delivery took place in figured out that I only had one week to re-select a piece of furniture to use my full credit. Jen assistant manager was very unhelpful. We refused one other part of the sectional sofa we purchased and we wanted to get full credit for everything so we could move forward placing a new order. She was super rude on the phone telling me that I should have read the email stating I only have 30 days to use my credit and she could not do anything until Sarah came back from vacation. Which was going to be 10days away. I have never shopped anywhere where I only had 30 days to use a $4000 furniture credit. At this point, I am thinking I will just pay the restocking fee on it all, so I never have to deal with them again. Sarah was not available to communicate any of this after my delivery this week. One of our nightstands came smashed. I was told I would be getting a call to have that replaced right away which I have still not received and it’s been five days. CRICKETS ON THEIR END!! AVOID THIS & THEM, SAVE...