Arhaus — Local services in Westlake

I wanted to inform you about an altercation I had with the Store Manger Westlake (Crocker Park) location.

I came into the store on 10-7 to return Faux Fur Amber Throw for the amount of $169.00. When coming up to the counter the SM asked what can she do for me?

I told her that I thought the Throw I purchased was defective. I listen to what the instructions say wash in cold water and let it air dry NOT HEAT. After the throw was completely dry is was not soft whatsoever it was hard and clumping.

While she is listening to my story the SM tells me “I cannot return the item” I said yes you can cause the return policy states so. “Again, I cannot return it since it has been washed.” This is when I get more frustrated and start to get upset that the SM is making up a policy that is not listed on the return policy. I bought it on 10-30-20 and have 30 days to return. Here is what is stated from the Arhaus website and paper receipt.

Non-Furniture items : Merchandise including decorative accessories, mirrors, lighting, pillows, throws, bedding, bedding sheets, drapery, dinnerware, glassware, flatware, table linens, serving and specialty accent merchandise, and any other soft goods must be returned within a 30 day period and with the original receipt in order to receive a refund or exchange. Arhaus Jewels must be returned with the original receipt in order to receive a refund or exchange. Drapery and bedding must be returned in the original packaging.

No where does it say I cannot return the item if it has been washed.

SM tells me “you don’t return clothes that you washed and try on.” I say “yes you do especially when COVID has happen now.”

After showing the policy and reading it out loud to her ONCE AGAIN, this comment was said “well...I guess I didn’t know our return policy.” how very passive aggressive this statement was. The next step is she takes all the receipts and pushes the item to me and says “you can call our concierge and see what they can do.” I state that I’m not the leaving the store until I get my money back. She said, “that’s fine sir you can stay here.”

Her next step was to refund me only half of what I paid for. I state again I’m not leaving here until I get my money back. I ask for her to call concierge due to the fact they were closed to the public that day but not to employees working for the company. SM states “well it’s a Saturday and I don’t know how long it could take?” Literally she got a hold of someone less a minute. No JOKE.

While she is on the phone I apologize to Megan Kern that she lost a sell and I was very sorry.

The SM gets off the phone and was able to refund me all my money back after talking to concierge.

I also called the concierge on 11-10 to make sure the return policy I stated was correct and should have been refund and they told me “yes” I feel that you need to be informed about your SM of how my service was that day.

I definitely know that myself/friends and family won’t be back at this location AT ALL!

Best part was most of the employees working that day were behind the counter just listening to our conversation and one was sitting next to me at a table just looking at me up and...

I enjoy the store and love their designer, Ida. However, management is a different story. I purchased a display chair yesterday, which was supposed to be ready at the back door for pick up after I paid inside. (Due to COVID, I had to lift it into my SUV on my own. I’m 62.) I pulled around back as instructed, but the manager on duty was in such a rush to sell a bedroom set to another couple, she never had my chair moved. Prior to this, while I was cashing out, she explained that she doesn’t like to keep people waiting, meaning this other customer who was waiting impatiently. I said that I was there first and implied that I should be taken care of first. ... But then she kept me waiting, standing by my chair which was still in the show room! Apparently she only keeps people waiting who have already paid for their items. Totally blew me off after I paid over $2000 for several pieces. (When home, I texted the store manager who was off that day. She gave me a very generic apology.) Fortunately, another female store employee helped me slide it from one corner of the store to the back door and bring it outside; The male employee saw what I was going through but said that the manager on duty would be right with me. She never even looked at me and was still sitting at the table talking to the other couple about their bed. It wasn’t easy lifting it into my SUV alone. Not sure why you can shop in the store wearing masks but you can’t get help lifting a chair into your vehicle OUTSIDE...

This is a very fancy place to shop for furniture and decor. The price is actually what I would pay for high quality(which they sell) furniture. The furniture and other accessories and decor they sell are very elegantly displayed through out the shop. The layout gives you an idea how to decorated your home. Its a neat place to check out and walk around. The lady that helped us we was very polite and respectful. Even though she knew we weren't going to buy something but to just check and price things out, she is there to give us some of her time and walk us through the store and introduced herself and gave us a warm welcome. I highly recommend this store to anyone who loves quality and loves neat home decorating ideas. Ask these ladies that works there. They know what they're doing. My husband did construction and knows good woodwork and furniture for he builds them as a hobby. He agrees that these furnitures are very well made and high quality. The people who made these furnitures...