Arhaus — Local services in Torrance

Fake price offered in sales call. Treated with discrimination in store.

As a customer who visited the store 3/18/2018, I received a call on 3/31/2018 from a man claimed himself to be the manager of Arhaus, Torrance store. Stated that he was following up on a bed I was looking for, and they are offering huge discount for 1799$ for the cal king size bed. After I said I’m not in town, he offered that he will keep the price for 30 days, and I can come back anytime with the low price guaranteed. I double checked with him if it was the cal king size bed, and the texture I wanted, he confirmed with me and said any texture is the same price. I was very surprised about the price, but he confirmed that’s because they are having a promotion.

On 4/22/2018, I visited the store trying to buy the bed, however, the manager did not admit that he had called me and did not recall such conversation has ever happened. I recommend him to look into theCRM system, since stores like Arhaus usually keep a record of follow up information in the system, and he said there were no customer information found under my name, even for lead generation paper, he said he can’t find a paper where all my personal information were filled out on the day of visit on 3/18/208. After the involvement of a regional manager, things got worse, he kept interrupting my conversation with a rude tone and his chin up, looking down at me with arrogance. As a Asian woman, who speak influent English, I have never got a chance to explain my experience of receiving a phone call from Arhaus about a product I’ve looking at in store. The regional manager spent no time investigating in the situation, showed no intend of clarifying the problem, but only refused to let me speak, refused to give me his name, and refused to offer any service to me, my experience with Arhaus ended up with his calling mall security and I was expelled from the store. I was informed that I’m not the only one who is experiencing this kind of situation, and the mall guard gave me advice and two phone numbers to file a complaint with Arhaus corporate and mall department that is doing customer complaint service.

I, a customer, come into Arhaus with trust, driving 1.5 hours from Orange County, only because I feel valued as a customer since the store manager called me in person and informed me with price change and a 30 days price guarantee. I appreciate his effort on my case and understand he want my businesses.

However, as a 26 year old Asian girl, left with tears and fear. I do not understand what happened, why this happened. And I feel deeply hurt by the rude behavior of the regional manager who even refused to give me his name.

Yes, I can not speak good English, and I can not express myself well, yet I still have the right to speak for myself and explain what I had been told over the call happened on 3/31/2018.

Arhaus, you win my trust when you want to win my business, but cheating a customer with fake price and dishonesty is the worst trick you wanna do as a brand.

Only if you can expel all the customer whenever an problem happens.

I’m helpless, would be happy to fight our right with any other consumers experiencing same problem with Arhaus. Truth need to be revealed, we need to be treat fairly with dignity. Please give advice. Appreciate you help.

Please see below the evidence of the incoming calls from Arhaus store manager, on 3/31/2018 at 3:30.

Updates:

4/22/2018 8:30pm Customer support staff from Instagram contacted me and promise will do a investigation and reach back to me tomorrow.

4/23/2018 Trying to see if there’s any update on the issue, only to found I was blocked by Arhaus on Instagram.

Later found, as a customer, I was blocked on Arhaus Twitter...

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