Arhaus — Local services in Towson

Please DO NOT purchase ANYTHING from Arhaus. In April, 2024, we purchased a couch and a chair from Arhaus, spending a total of $7000. When the furniture arrived, there was entirely too much fabric on the couch and chair causing it to looked wrinkled and old. We called the Customer Care line. Their solution was to send out a tech. This tech showed up with a hand held steam cleaner you could buy from Target. The hopes were to ‘shrink’ the fabric. Needless to say, this did not work. They then offered to send new ‘inserts’ to the cushions. We waited another 8 weeks for them to arrive only for them to send the wrong inserts. They did not fit our couch. They finally agreed to replace the furniture as they insinuated that it was our fault because we ‘picked the wrong fabric’ for this couch. They were so happy to do the ‘favor’ for us. Arhaus never took responsibility for their terrible craftsmanship. We changed fabrics and reordered the furniture. We waited another 8 weeks. When the new couch arrived, it was damaged. The new couch was wrinkled again and the chair was a different fabric than the couch. When we called the customer care number, they had the audacity to question why we wanted the couch to match the chair. They told us that the correct chair must be in the warehouse. The manager at the Towson store said that WE must be mistaken because “we would never do that.” I assured her the they did, in fact, ship two prices that do not match. I asked them to call the warehouse to ask if our chair was there and was told by both the rep and her supervisor that it was against company policy to contact the warehouse via phone. They said that they would have to email the warehouse and that it may take up to 14 days to get a reply. We finally asked for a refund. The refund arrived 2 weeks after the furniture was picked up only to be $300 short. I called the Customer Care line again and they indicated that I would have to go through the store showroom. I have left 3 messages with the store over the last 4 days and have yet to receive a call back. It’s been 7 months, and I don’t have a couch. Arhaus is awful - absolutely awful. Avoid this store...

We were given some incorrect information about an item and it had to be returned. At first they tried to charge me a restocking fee, which I would've gladly paid had it been my fault for the return. However this was not the case. After some phone calls this fee was waived.

Well over a month later and several phone calls with the manager, I still have not received my refund. They claim that it's already been processed but it's utterly inexcusable to keep a four figure charge on someones credit card for over a month for seemingly no reason. I called Chase to dispute the charge, and this seems like the only way I will get my refund.

Most customers do not have time to waste on multiple nonconstructive phone calls to be put on hold and then placated by a manager that seemingly doesn't know how to process a simple return.

Only reason I am giving this store more than 1 star is because the in-store experience was great, and the employees were very friendly, and accommodating. It's a shame their efforts were sullied by this incompetence from the back office, because this experience made me not want to...

There is no doubt that the style and quality is very nice. However, the prices are very high and so I expect excellent style and quality at that pricepoint. The problem is the customer service. I bought 2 chairs for $3500 which is more than I would normally spend. I made the purchase in July 2016 and they were just delivered 9 months later! It has been a nightmare. It took 4 months for delivery (vs the 8-12 week commitment) and the fabric was wrong. It took 3 weeks for Arhaus to agree to the mistake and make it right. I worked with sales people, the store manager, and "concierge service" via many emails and phone calls. Finally I got agreement in writing to fix the error which they made. I received no apology, no compensation. I asked to be put at the front of the line to produce the correct chairs - I was told they would make the request. The delivery of the correct chairs came 4 months later! I am beyond disappointed. 9 months to receive 2 chairs is just not acceptable. While I like the chairs, the terrible experience overshadows the...