Arhaus — Local services in Upper Merion Township

I have never been treated so disrespectfully while spending $12K in my entire life, and it was the manager, Karen, who treated me so poorly.

I have been shopping at Arhaus for as long as I can remember. Even before I could drive I was buying holiday presents for my mother from there. My parents and my brother are such loyal and frequent Arhaus customers that I feel like at least half of their houses are from Arhaus. As such, it’s understandable that I was excited to go to Arhaus with my fiancée last week after we closed on our first house.

We spent over $12K and unfortunately the manager did not explain when she asked for our address that she was asking for the credit check and not for shipping. As such, our application went under review and Arhaus refused to hold the prices for us without a $4K deposit. This wasn’t an issue for us, but I recognize that it could be for others. I wasn’t a fan of putting it on a credit card, but the manager assured me that she would be surprised if it wasn’t refunded within a week.

A week went by and the money wasn’t refunded, so I called to check on the progress. I called at 12:00 and was told that Karen would be in around 1:00 and should call me back by 1:30. At 4:30 she finally called. I asked about the deposit and status, since I hadn’t heard anything from Arhaus or their financing service, and Karen immediately began to be defensive, and out of nowhere asked if refunding the deposit will make me feel better. Perplexed, I asked if that would cancel the order and she snapped at me in an annoyed tone “Well, yeah, but that’s all I can do.” It was like she was annoyed to be on the call with me and would’ve rather lost the $12K sale than try to help me understand what was going on with my order. I tried to bring the conversation back to understanding when the financial company would be in touch and when I could expect my deposit money back at which point Karen began to repeatedly interrupt me. I asked her to stop and explained to her that we are not hurting for the money and could pay for the whole order today if need be, but that I just wanted to know the status and when I could expect the money back, as $4K is a large sum and I don’t want to lose track of it before I leave on a week-long business trip.

While repeating and rephrasing my question yet another time, Karen interrupted me again, pushing to refund my deposit and cancel my order because that’s all she could do, and then proceeded on a diatribe about how what happens with the application is solely based on my credit and financial situation and if there’s a problem there then that’s between us, the bank they use and the federal credit bureaus. At this point I was mad. Out of nowhere, she had insinuated that there was some kind of problem with my credit/financial situation, which was unfounded, untrue, unprofessional, rude and completely inappropriate. There was no problem - I just wanted to know when I’d be getting my $4K back!

I then explained my NEW frustration to her, to which she seemed rather apathetic. I then had to explain to her, the manager, that if she didn’t have the information I was looking for then the proper thing to do would have been to explain to me that she understood the frustration, apologize for any confusion and say that she would happily make a few calls to inquire about the status, or share the number with me so that I can call myself if it’s not within her power to check up on that for me.

Karen proceeded to give me more attitude, and was clearly still annoyed and in a rush to get me, now also very annoyed, off the phone. I told her that the customer service was abhorrent and completely unacceptable, especially for someone spending as much as I was. She didn’t care and volunteered the name and number of her boss, Sandy (Regional Manager, with whom I plan to speak further about this). I was appalled, and even more so at the overly cavalier and smug way she said “feel free to call her”.

This was supposed to be a fun part of buying a house and Karen ruined it for...

The “ look “ of their furniture is high end but the quality is poor. After waiting since September to receive two chairs that we chose fabric for they arrived scuffed up, chipped wood at bottom, and markings on the back of the chairs. I took multiple pictures but they can only send someone out to fix it—-I can do that myself! When we ordered in September we figured we would wait easily 8-10 weeks due to COVID. Well, I had to chase down our salesperson to get clear answers snd we got answers after numerous calls but those answers were all “ guesses” and untruths! First the furniture arrived but wasn’t tagged properly but showing as arrived in the computer! Then they couldn’t find it to tag it! Then, oh it’s actually sitting in a freight bin-huh? Is it here or not???!!!! Finally the truth was they were still not ready after 5 months! The fabric was on back order! So to this day I have no idea what the computer said or if they were BSing me! Finally I got an email they were fone ( March) and we would hear in two weeks to set up delivery! Huh! 2 weeks???? Why? Of course I had to follow up and Salk the store. Pay for them etc. then finally I got a call end of March to schedule delivery! Alleluia! They arrived on April 1! Scratched!!!! Strings on material too that I had to trim myself! The whole process was exhausting! During the 6 month wait the chairs went on sale so I had to call to get that the adjustment and because of my wait I was told by our salesperson she would talk to the mngt about a discount fir waiting and get back to us- she never did! Of course I HAD to once again follow up! I stopped in the store. We got 15% off of the overpriced chairs. What bothers most is The lack of follow up, and lack of quality. The lack of quality will really keep me from Ever going there again and I have shared this with friends! They are trying to be something they are not. They also have poor distribution and delivery that needs to be fixed! We ordered inexpensive furniture for our basement from Raymour and Flanagan and the sales person followed up every two weeks. Wonderful experience! We also ordered furniture from Ethan Allen and the salesperson followed up as well because there was a delay. They actually arrived 4 weeks sooner than first expected! The salesperson was phenomenal! Arhaus get your act together! Buyer...

Terrible experience at KOP store. Everything is great until you order. Significant and consistent issues start immediately after. Horrible Communication: The communication starts getting infrequent and incomplete. Arhaus will never take any responsibility at all for miscommunications. We designed for 2 rooms with furniture worth over $60K, lucky for us we decided to do only one room with them (still a $30 order). You will always get generic emails but covid delays blah blah. No real effort to give you relevant details. 2: Terrible Delivery service: Even if you order everything at once they will deliver items piece meal or charge you to hold them. You will only know your item is getting delivered when you get non-personal emails from Ryder delivery. These are contract delivery people and dont expect great white glove service. They will call 10 mins before they are there so be ready to block the entire window period. We have 100 plus year old & historic wooden floors. The delivery people will not carry booties. I started buying booties for them. Low quality materials/finishes: as several other reviews on here have noted. Pretty much every single item came dinged, broken, finished improperly with either staples showing, discolored, scrapes, dents, doors out of alignment. Quality of wood (assuming it is actually wood) is like cardboard (think Amazon/wayfair/ikea furniture quality). We had to send back more than half the items because it was flimsy, terrible finishes or broken doors. Arhaus will offer to reorder that item for you but you have to wait several months for the item to get to you and no guarantee it will look any different. Or they will offer you $150 off on a $3000 item if you accept the defective item. After ordering over a year ago, still waiting on one item. Design. Ordered a custom table to fit 10. But the table is narrower and long enough to accommodate the extra bench that sold to us. So double check the measurements on your own. Other high end furniture store (ethan Allen) will only charge you as the item is ready for delivery. Arhaus charges upfront for everything. I would save your time, mental stress and anguish and you can get much better quality and...