Arhaus — Local services in Sycamore Township

The buying experience was great, our salesperson was great, the furniture is high quality and justifies the high price and long wait for delivery. Unfortunately, after the sale, customer service is almost non-existent. One of the pieces we ordered was not the same as it was in the showroom. You would think that was an easy fix, but it has been a couple weeks and we keep getting passed around from person to person. The fact we waited an eternity for the piece does not seem to make a difference. I finally gave up and went out a bought a new piece from a competitor of theirs. Considering the amount of money I spent there, I would hope they would want a satisfied customer. When I think of all of our friends and family that will visit our new house and see the new furniture, wouldn't you think the marketing department of Arhaus would want to take advantage of any referrals they could get from a previous customer? A referral is 10 times more powerful than any type of advertising and does not cost them anything. In a world of social media, poor customer service after the sale will always take away form a positive purchase experience. I am not one to leave reviews, but wanted to make sure that anyone who values these reviews before making a purchase knows what they are getting into. I will say, our other pieces are spectacular and we are very happy with them. No sour grapes here, just the unfortunate experience I have had.

UPDATE: Almost immediately after this post, I received a call from customer service and they said they would be happy to take the piece back immediately. I will be back to their showroom to complete our other furniture needs tomorrow. I am going from 2 stars to 5 stars. ...

Just tried to update to 0 stars; their billing was wrong and now we owe a lot of back interest. They have been a total nightmare to deal with.

We love Arhaus furniture, but it's been an absolute nightmare trying to order correctly through them. We ordered a couch, bed, and chandeliers for our home renovation through them, and wanted to use their financing. Because they were having trouble finding our previously-entered order in the system, the kids and I spent about an hour in the store trying to create the order, only to hear the system to set up the financing was down. The sales associate suggested just putting half on our credit card now and said she would call us the next day to reverse the AmEx charge and create the financing order. I agreed to get all of the kids and me out of the store to finish our errands. When no one contacted us after 2 days, we called the store and were told that was unusual/shouldn't have been done, but that they'd have it fixed by that Friday. It's now approaching 2 weeks, and despite numerous calls and emails, we can't get a response from the sales associate or the store. I'm guessing maybe they're just short-staffed or working with difficult computer systems, but we definitely wish we would have looked in the store and then come home and ordered online. We've had lots of luck ordering online with them...

We ordered a coffee table that was in stock on Sep 23, 2021. We were told the coffee table would be delivered to our home in Ft. Wayne, IN by the second week of October. It would come from the Arhaus warehouse in Cleveland, about 4 hours away. The coffee table was sent to a depot in Indianapolis, IN on Oct. 14th. It has been sitting there for the last 6 weeks as I write this review on Nov. 24th. Every time we call to ask when it will be delivered, we are told it will be "later this week, or early next week." Hahaha! What a joke! We paid a $299 delivery charge and still no delivery!

Arhaus uses Pilot Furniture Direct to handle their shipping. Really poor customer service. By comparison, we ordered a media cabinet from Restoration Hardware on Nov. 6, 2021. It was transported from Columbus, OH (about 3 hours away) and delivered to us 11 days later on Nov. 17th. So if you're debating on who to order from, consider how long you're...