Arhaus — Local services in Thousand Oaks

UPDATE: The manager called to waive the pickup and shipping fee. A great move... Thank you. Be sure you can touch and feel the pieces you buy. Many items are not available in the stores.

Bought about $5,000 of furniture from this location for my office, but unfortunately was not able to touch and feel some of the items. (Not all stores have all pieces) So I bought sight unseen through the store. The top for the desk arrived warped, significantly warped. The wall unit ($2,000) appears to have weathered shelving in the online pics, but in fact it has a very "Manufactured" look. Shelving at this price should be sandblasted to create a true weathered effect, but the builders simply ran it through some type of machine which creates very unrealistic flat grooves in the wood -- Extremely disappointing. The unit at Restoration Hardware is a similar price but more realistic looking. In the end, the desktop was very easy to return because of the obvious defect, but the wall unit will cost $200 for shipping. Here's my big issue... They already decided to dispatch a truck at their expense for the pick-up of the warped desktop, but since I am not happy with the quality of the wall unit, they're charging me $200 to pick up the wall unit. Poor furniture (at least my particular choices were), and now poor customer service to boot. My rep at the store really did try hard and I have to give her credit for getting them to waive the restocking fee, but the store manager was resolved to collect the $200 for pickup -- Even though they were sending the truck to pick up the warped desktop. It's all rather disappointing... I'll finish furnishing my office through...

In my opinion, the Arhaus company and management are completely disorganized. I tried to buy a couple pieces of furniture only to discover that the wait times to have delivery are 4+ months out. In speaking to the regional manager later, he said that's standard for retail...that when he bought his IPhone 6+, he had to wait 6 months. Perhaps this explains the general arrogant attitude and complacency of the store and its employees.

Most shockingly, because I could not wait 4+ months, I was receptive to buying the floor model. Note the store is full of floor samples for sale. The manager of the store actually said to me that they are "doing me a favor" by "allowing" me to have their furniture. To say I was offended is an understatement. I have met arrogant people in my life, but this statement easily ranks among the most arrogant. In my subsequent conversation with the regional manager, he seemed to be more combative and defensive than collaborative and accommodating.

When you look at the retail landscape, you see stores closing everywhere. Malls are empty. In fact this Arhaus store in the middle of the very busy Thousand Oaks mall sat mostly empty for the 2 hours I ended up wasting there. I am incredibly disappointed, especially considering the furniture actually seems quite nice. Too bad the customer service and management is terrible not to mention the fact that I'm not interested in waiting 4+ months to receive the merchandise . Based on that comment, the regional manager would likely call me snarky as he did on my...

This company is an absolute disaster. I ordered a pricey dining table nearly 2 years ago, and it's been a nightmare ever since. First off, the delivery took ages, even though they claimed it was in stock when I ordered. When it finally arrived, it was damaged all over. So, we asked for a replacement.

The second table arrived 8 months later – and guess what? More damage, worse than the first one! Obviously, we sent it back. The third attempt took another 4-5 months, and while it wasn't perfect, we gave in. By then, the table's value had plummeted. Our options were basically reject it, wait endlessly for another, or take a measly $650 credit. We went for the credit.

Fast forward 3 months of endless calls to their concierge department for our promised credit, and I get a collections agency letter for that very credit! Let that sink in. They take 2 years, 3 tries to deliver, promise a credit, then don't deliver, and turn the credit into collections. Despite talking to Ginger, Tammy, another Tammy, Sonny, Jada, and others, I've gotten no help. Not one call back, not an ounce of effort to fix their mess.

I'm owed $650 and today, guess what? Another collections letter! This company is a playground for crooks and incompetence. Anyone who can't see the issue despite all my evidence is either dumb as a rock or plain shady. Don't bother with your canned "we're sorry" response. If you dare to challenge this review, give me your info. I've got proof for every word. Spare me your love for customers; your...