Arhaus — Local services in Town of Brookfield

I echo comments from previous reviewers regarding the very poor communication. I was initially excited to see Arhaus open a location in the area as I was familiar with the brand and quality of furniture. Our experience so far has been one of the worst purchasing experiences I've had with any retailer. We ordered several pieces in August and were told it would be 3 -4 weeks. This didn't happen. When I called to inquire I was told that they were waiting on one piece. I was offered the option of separate deliveries, but chose to wait a few weeks and get it all at once. I received a call about a week later to schedule delivery. The main piece was very large and required a lot of work to prepare the area. On the delivery date, every piece EXCEPT for the large piece was delivered. When I asked the delivery team about the missing piece their response was "this happens all the time". I called the store a few days later and spoke to the manager. She apologized and offered to refund the delivery fee. She also committed to keeping me updated on the status of the delivery and assured me that it would not be much longer. This didn't happen. I called a few times and left a message and my calls were not returned. I went to the store and spoke to the manager again. After about 20 minutes of her contacting the warehouse, etc., she offered me two options. Option 1) take delivery of the floor model at a discount. Option 2) Cancel the order and get a refund. I chose option 1. Big mistake. The manager said she would call me the following day (Monday) with a status update and the piece would be delivered by the end of the week. I received a call the next day - not from the manager as promised, but I'll give credit for the call at least. I was told that the floor model was OK'd and I would be contacted about the discount. That was the last I've heard - almost two weeks ago. I've called several times and left a message with no response. Meanwhile, I'm paying for furniture that I don't have and have a large empty space in the room it was supposed to be placed. I regret that I had not done my homework on this company before making such a large purchase. Almost every social media review of Arhaus - locally and nationally is poor and basically is the same story. Poor communication. Long waits. There are additional incidents related to my purchase that I haven't mentioned - all negative. It's too bad that social media is my only recourse to find some type of resolution. So, I'll start my social media campaign today. I'll also be contacting the local TV stations. They would probably love a story about a new retailer to the area that already has many dissatisfied customers. Did I mention that I'm an Arhaus credit card holder?...

DO NOT WORK WITH BORIS. Do not shop at this store unless you want a nightmare. This is the worst customer experience I've ever had and I mean every word of that. FIRST and foremost it's important for you to know that in the "fine print" they reserve the right to alter your custom order without asking you, without telling you and as they deem fit. You get to find out when the furniture is delivered and 4 inches shorter than you ordered. We even called Boris 3 times before placing the order to confirm that this particular chair, in this particular fabric, on this frame would be this height. As a natural salesman he assured us everything would be that way, only to find out 8 weeks later it would not be that way. Of course when you call to understand why you are told they no longer make that item and it will have to stay as is and please accept our tiny discount. SECOND do not plan on getting that discount for weeks. We have been on the phone with Boris asking where the refund is. We are told it was processed and the email should be arriving saying it was processed, however no email. So they ask for another email address, we give it to them and still no email. Almost feels as though they are avoiding processing the refund. THIRD let me also point out we believe there is also call dodging going on. My wife has called multiple times and asked for Boris only to be told "he's with another customer and will call back" and as you can guess no he does not call back. She calls again and is told he is with a customer, so she decided to call back immediately from our house phone (different number) and wouldn't you know it, Boris answers! This is ridiculous, the store is ridiculous, we still have no refund and we owe it to fellow customers to inform them...just read the other reviews and do...

Average purchasing experience. While we are happy with the quality and design of our piece, it become inherently frustrating trying to manage the delivery and fix the quality issues.

Our piece was delayed an additional 3-4 weeks without any notice or contact from Arhaus. I had to be the one to inquire, and was then told there was a quality issue and that we would need to wait ANOTHER 2-3 months. After inquiring further, they informed me that there are a few pieces that did in-fact meet the quality spec and that I would receive my piece soon. hmm... a little suspect. This already started to feel mis-managed.

Our piece finally arrives at our location, and part of the piece base has been touched up with spray paint!! In addition to the top being scratched during shipping. Turns out the "quality issue" was missing paint due to damage, and Arhaus decided to try and paint it themselves with spray paint. Are you kidding!? At this level?

More issues arose with the $300.00 "white-glove" delivery, which don't be fooled is no different than any other guy showing up in a truck and assembling your furniture. The out-sourced delivery company was difficult to deal with, and our delivery happen to come with stripped screws, and smashed washers free of charge. What a terrible way to install a piece of furniture that is supposed to be of this quality.

Overall, just a poor buying experience, Arhaus tried to make it right and in the end, we got what we purchased but the pure lack of care during the entire process was astounding, and the fact they thought it was acceptable to try and sell damaged goods is shocking.

EDIT: Review updated to 1-star due to generic response and yet again asking me to...