Arhaus — Local services in Salem

Unfortunately I’m finally getting around to changing this review from a previously wonderful, 5-star review. (Probably because I’m finally going to have to simply replace the couch myself I bought less than a year and a half ago…)

Had a great experience buying MULTIPLE pieces for my home, until I went to use the furniture warranty I thought I’d purchased…

I know I requested it in person, and I even produced an email where I refer to it, and they reply to the email, etc, etc…business as usual then...

I’ll also add that I was even happy to pay the value they forgot to charge me, once they claimed it was never a part of my order, but it did not go that way…Because it just wasn’t added, there was nothing to be done??

So, less than a year and a half later, I’m replacing two very expensive couches that should simply have their leather repaired…

I’m also about to lose a dining room chair leg from one of my five upholstered chairs, which I really don’t want to deal with (but will probably have to since it’s a set), because the idea of interacting with Arhaus at all completely bums me out.

I’ll note that this issue (of not getting what we’d discussed) also happened with my dining table set specifically— I asked to order as-is (as in what you saw on the floor for months there), and somehow two benches (which comprises a very significant 4 out of 9 seats of the “standard” look set) were left off…meanwhile I added two living room poufs just to meet a certain discount threshold, only to later have to then pay for the two missing benches that should have been there all along (not to mention have a 9/10 person table with just 5 chairs at it for all that time).

I had even called multiple times and talked with people, and they were so confused about the multiple line items of the order, multiple people never noticed that those weren’t on there, when I’d ask about them… If multiple employees can’t always understand what they’re looking at, how can a customer looking at literal pages with multiple line items necessarily know when they’re signing that someone has left off the warranty they requested (or the benches, they asked for).

My point is, I didn’t give anyone a hard time then, and I was singing their praises throughout the process and after. Like yes, It’s expensive, but generally great quality, and they do right by you and everyone is so nice… there were a few issues with furniture that got delivered, and they absolutely did right by me with that process.

There are many things they were all so very helpful with, but I just feel so incredibly let down for the long haul, and so I have to share my long winded, expensive story and change my original review and rating. The lack of warranty and support feels like we’ve been left...

This store is totally incompetent! We spent almost 20,000 here and the lack of service, major delays even after given dates more delays small portion of sale the bed was only ordered if it could arrive within an agreed date they missed that date completely and so no bed for a guest at family reunion, told them please don’t promise delivery if you can’t I’m buying all this other furniture and can get bed at Sleepys. They assured me bed would be in time. But here is my sincere frustration: We bought a 2,000.00 +/- carpet for under the bed. A Month later we received a call that another a carpet was sent in error, they really did not have a clue we already had one. Explained we did not have another carpet and they insisted it was sent but left at house no signature, we explained that either they had wrong info or left it at wrong address or it was stolen? That was end of this we thought. Many months later we had collections notice and again said we never received their mistake. Then a year + later my wife gets a collection letter that this will go against our credit if we don’t pay it and she paid the bill. I just found out about this and was not very happy. I’ve called my attorney and will prosecute to the best of my ability. If RHaus ever looked at the notes in in our file, but I’m sure they have. They will see that every step of the way it has been the worst experience for us. Back a year ago, we also contacted the corporate office in Ohio to explain that we never received this rug and that we were being heavy-handed with scare tactics by the local store we never received. Reply! This is what you get for spending that kind of money at what we thought was a higher end quality furniture store with exceptional service. The furniture is great but the managers at the store and the floor help and the corporate office cared nothing about our situation and will ruin somebody’s credit with my wife and I have credit scores in the 800s and that’s why I’m pursuing...

In this difficult supply-chain limited market we bought a sectional, to be delivered in 3-4 months. Delivered within timeframe, quality and characteristics as expected. Defective piece, Arhaus concierge service worked diligently and efficaciously to seek and deliver replacement. The grade of this review is for the Tuscan Village Salem Store personnel, from its manager, Jordan, to my salesperson, Martin. They missed appointments at the time of purchase and did absolutely nothing to seek resolution of the matter defective piece (hole in the fabric). That much in terms of contents. In terms of form, they demonstrated a total ignorance not only of usual business practices but of gentlemanlike behavior as well. Seems the conclusion of this review is "Nice furniture, what you see is what you get, but this particular store personnel leaves much to be desired starting from its manager, down to the salesperson. Arrogance galore, accompained by lack of manners and professionalism." Good luck with your search and may you find your dream piece of...