Arhaus — Local services in Walnut Creek

Beautiful store, beautiful furniture, talented designers and that's the end of the story until they can figure out how to get their product to the people and trust me it is not supply chain issues. It is a complete disaster after ordering. At the store you are given a nice olive green folder to organize your sales order papers. On one of the side pockets are the business cards with both your designer and service manager's information. They tell you your service manager will provide you updates regarding your order on a regular basis. You leave the store confident that everything is solid. It is not solid and will never receive and update from your service manager. My folder is now full with scribbles regarding updates over the months on my 9 different items. Prior to purchasing in July we reviewed all items as well as their availability dates in the store. I didn't order anything with an availability date past mid October. I needed my newly remodeled guest house furnished by a certain time. I still have no furniture. But wait there's more. The updates from a call to the service manager or a visit to the store to request an update from the store manager when combined over time make ZERO sense. The national customer service inquiry is pending and I will update this review with their response. I was told at one juncture that everything was in but the bed. Then at another juncture the bed was in but we were waiting on another item. To add to the sketch my service manager called me in September, not with an update, but to ask me if I wanted to "relinquish" my bed to another customer. It appeared I still had one item that had not "landed" and therefore my complete order wasn't ready for delivery. I said absolutely NOT. In October I made a phone inquiry with the service manager regarding the status of my order and he stated it looked like everything was in except for some bed rails which were due 10/17/22. I could be expecting a call from the delivery people soon with an anticipated delivery date of 10/21/2022. Well, October came and went with no communication from Arhaus. Last inquiry is that the bed is now due in JANUARY. Who knows if the sofa, nesting tables, nightstands and dresser are really even in a warehouse. Do NOT shop here unless you want to go down a hair pulling rabbit hole of nonsensical bogus updates. Seriously, hold on to that little green folder because it is all you will have for a...

I am writing as a loyal Arhaus customer who has appreciated the prompt service and responses in the past, despite experiencing delivery issues on four previous occasions. I continued to choose Arhaus due to the commitment to customer care. Unfortunately, my recent experience with a large order totaling $10,000 has been disappointing.

On July 5th, I ordered the Felton coffee table, and on September 1st, I added dining chairs and a bench. When I placed these orders through sales consultant Peter West, I was informed that all items were in stock. During a follow-up call, Carter Harbert assured me that delivery would occur in early November. However, I recently learned that the delivery would be delayed, meaning I will not receive my furniture in time for Thanksgiving and the holidays. After patiently waiting for months, it is frustrating to find that the items I was promised will not arrive on schedule.

When I contacted customer service, I felt dismissed and was simply advised to wait, which was disappointing considering the significant investment I’ve made in Arhaus furniture. Furthermore, when I inquired about the possibility of canceling the order, I was told by Carol Krebs and Olivia Bucolt that nothing could be done. However, just 10 minutes later, I was surprised to discover that the order had been canceled without any notification, explanation, or confirmation. This lack of communication, especially after waiting 3–4 months, was both unexpected and upsetting.

On November 8th, I called to have my canceled order reinstated. I was informed that not only would I need to pay the new, higher price, but I would also face an extended wait time for delivery. At this point, I am deeply disappointed, as I’ve been unable to find anyone willing to help resolve this situation. The lack of support and communication has made it difficult for me to enjoy even the existing Arhaus furniture in my home.

Thank you, Arhaus, for such an awful experience and for ruining my holiday dinner plans. Now I have to send a cancellation invite to all my guests because my dining chairs are nowhere to be found, and my family will probably end up sitting on the floor this holiday. Thanks to you, Arhaus, my whole family is disappointed in me because they told me multiple times not to buy anything from your store—but I didn’t listen. Now I'm so embarrass and ashamed to...

UPDATE - a week later we are still struggling with this. The first agent never even asked for a repair person to come. So we lost a whole week. No one can even pull up our order. There is one person in their customer support team who tried to help quite a bit but he is not set up to fix any problems. They don't control their delivery folks, their assembly folks, repair folks. They are just a design/ concept company. Everything else depends on random people who don't care. I have never had such a bad experience buying any furniture. Arhaus is a complete mess. There are many options for furniture these days and we will never choose Arhaus again.

ORIGINAL - We bought some large expensive furniture and paid for white glove installation but the whole experience was frustrating. They sent a defective unit, the delivery folks were unhelpful and left large pieces of wood and packaging and dangerous hardware in the middle of the home. We were promised someone would call within 48 hours to repair it and nothing happened. I have called several times for a week and emailed “concierge” with no response. Even calling them during business hours is absolutely useless as they never answer. I am waiting to return and forget about this store. Furniture is more than design. Choose a store that cares. Pottery barn has better service and products including several non toxic and eco friendly ones. I regret choosing Arhaus and wasting so much time waiting. I’m sure their “social” team is now going to respond as they are tasked with maintaining online reputation but they could perhaps instead urge their “concierge” and outsourced “delivery” teams to do...