Arhaus — Local services in Troy

We purchased a white 5 piece sectional sofa from this location and paid for an additional lifetime warranty. When the sofa was delivered, two of the pieces were dropped in the mud on the way into our home. When we called to ask what our options were, we were told they were leaving us the damaged pieces and would send someone out to resolve. The resolution was that someone came to our home a week later and spot cleaned the areas. The sofa was clean in the areas that were addressed when they left, but we noticed later that there were a couple small places that were missed. Since we were told that the additional warranty we purchased would cover the cleaning or replacing of any parts that couldn’t be fully cleaned for the lifetime of the sofa, we were not worried. However, when we called to have someone come back to clean the sofa or to replace the damaged pieces, we were told to contact the extended warranty company directly. When we did, instead of coming back to handle the damage, we were mailed a small stain removal kit and told to clean it ourselves. That seemed insulting given that what we paid for the extended lifetime warranty far exceeded the cost of the tiny vial of stain remover and the sponge we received for our trouble, which was to address damage we didn’t do, to a brand new sofa that we paid a lot of money to purchase. Our sofa is three years old and looks absolutely terrible at this point. We are two calm adults with a respectful cat, and our sofa cushions have not held their shape at all. They horribly worn and uneven no matter how much we try to rotate them and reshape them (there is a limited option to do this anyway because of the placement of the zippers on the cushion covers). The fabric is pilled and dingy, and the arm and backs are sagging. Arhaus only offers a limited “warranty” for the cushions, etc which is good for three years and doesn’t actually cover anything related to the poor quality of this product, for example the cheap fabric or the misshapen, sagging cushions and frame; therefore, there is no recourse. This is considered to be “normal wear and tear.” In reality, the haggard and worn appearance of the sofa is not nearly commensurate with the short time it has been in our use and the good care we have actually taken of it. This was an expensive purchase, and we assumed it was a high quality piece of furniture that would last far longer than three years. Given the high price point of the merchandise in this store, the expectation would be that we would have a beautiful sofa for many years to come, and this chain would stand behind its merchandise. None of this is true. On the contrary, it has proven to be of extremely poor quality, and the company does not stand behind its merchandise. I would not purchase anything else from Arhaus....

ok, so I want to start by saying that they have very nice furniture, and everything appears to be high quality, especially that it is all made in the US of A and that's something we like and we believed that this will result in high end quality. we had to custom order our stuff since we wanted different colors and etc... they said 8-10 weeks. sure why not, it took 10 weeks for 5 out of 6 pieces to arrive. the 6th piece, about 14 weeks give or take. 4 out of 5 pieces delivered so far have problems with them. a sofa we ordered with one bench cushion came with 2 separate cushions and now supposedly they are remaking it. one very expensive leather chair had bad leather on it with very obvious imperfections and possible tears that I identified immediately on delivery, and now they are also remaking it, and then another chair (we bought two similar chairs, each for 1800 $) has a wobbly, unsteady arm rest connected to the leg of the chair (it is beautiful, but unsteady). and then a few days later I discover there is a dent on the wooden coffee table (beautiful table) that it is obviously a result of improper handling and shipping, you have to see it to know what I mean. So the only piece we have that we have no issues with are 2 side tables. otherwise, 5 out of 6 pieces need replacement or fixing. this is unacceptable. their customer service is also not so good, they are not good at follow up. everytime I call, they promise to follow up, but they never do. they promise to call again, but they never do. I made more than 10 phone calls I believe to concierge service to get things done. I just don't feel comfortable everytime I have to call, seems almost unreal that you have problems with so many of the items. this is supposed to be a high end furniture, not Art van (sorry art van).

while the furniture is nice, and if everything is eventually fixed, we will be happy, but it is just too draining to have to go back and forth so much to fix 5 out of 6 or 7 you purchase. oh and we got the furniture on a 10% cash back promotion. so they sent us a coupon for instore purchase (we knew it was for store credit, not actual cash, they did tell us that) but it came with an expiration date ! my wife went on a long vacation, and she just got back, and the expiration date is in a couple of days, so we have to find time to go buy something with that store credit in the next couple of days. we have 3 kids and live at least 30 minutes. we wish we had more time and I don't believe there should be an expiration date really.

In all fairness, I wouldn't say don't go buy from there, but reading all reviews, there seems to be somewhat a higher chance of getting something wrong. but the furniture is worth...

if I could give 0 star I will. This comment is for the brand of Arhaus. I even cannot believe this happened. I just got back from my house to my office. I decided to let everyone know what happened. When this morning I got home waiting for them to deliver, that was the 4th delivery. I bought sofa, entertainment center and the dining table from Ann Arbor store and deliver to Troy MI. The 1st delivery, Sofa was fine. The dining table was defective so that the top and the bottom didn't match and could be installed. The two doors of the entertainment center were defective too. Then we had another delivery for the dinning table and two doors over a week later. When they made the 2nd delivery, the dining table was fine. the two doors couldn't leveled. there was one door leaning toward inside of the entertainment center and when you walk in front of it, it was shaking and made a lot noises. then, they made 3rd delivery. they replaced the defective door but the new door stuck at the rail. when they wanted to fixed it they pull and push several time so the rail wore out. the door still couldn't open or close smoothly. today this was the 4th delivery, we were told they would replace the whole unit. So yesterday night, we unplug the router, TV and cleaned up the shelves. This morning, there was one guy came first trying to fixed the old door still. apparently it still didn't work. then they said Ok they would replace the doors and the 2(bottom and top) rails. he got back to the truck and came back on the phone and with another guy holding that old door that he just un-stalled. after he finished the long call, he told me the warehouse made mistake or someone must made a mistake. They didnt have the door on the truck. they also didnt want to put the old door to the new trails. they wanted to replace them together. they put back the old door and told me someone from Cleveland warehouse will contact me. I am in troy Michigan. I dont know how their system work. but this was the first time I made purchase with them and this will be the last time also. how many times I already gave them to fix the problem. I wasted this morning for them doing nothing . they just proved to me they cannot. I am so disappointed. I think this is not just only one store's problem. It made me thought the brand Arhaus is a failure. Now this issue is still open. I called the sales rep, Kat, in Ann Arbor. She said she was busy and would call me back. We will see. but what already happened is...