Worst customer service ever. We were told our sofa+automan would be ready in two months. We were hesitant cause we wanted it there when we move into our new home. Bought in June and now is almost October, just received our sofa but no automan. They don't ever call you and withhold information. The excuse was "its made to order and then we have to have a meeting to make sure its ready, thats what takes 2 months" Like really? Also they didn't tell is about the automan not being ready and when we called they got mad at my mom saying you got the sofa and you like it si whats the problem? Not once did they call us to update, we always had to call. Do not trust these people. read more

You know that feeling when you're buying a car? You know the one, a salesman can't wait to get their hooks in you and then try to up-sell you on options and before you know it, you're feeling of excitement has all of the sudden sunken to remorse in the pit of your stomach. Yeah, it's kind of like that. Only, the remorse is trying to get any form of customer service after the sell. My experience with this location in Austin is much like that of others who have complained about customer service on this site. I first discovered Arhaus in Houston's Uptown and fell in love with the place. I must have spent two hours browsing in what seemed like 10 minutes. They were courteous and a designer actually took the time to sit down with me a few minutes to discuss furniture and accessory needs. I was sold, only I live three and a half hours from Houston so I didn't buy anything that day. They did inform me that the Arhaus in Austin had just opened and it would be a much closer option for purchases. I was excited to go but disappointed that the size of the Austin location is only half that of the one in Houston and also lacks in space for creative ideas. The only reason I gave this location two stars instead of one is that Arhaus did have a 71-inch round dining table that's about as close to what I've been in search of for almost two years. We bought it and love it. It and the chairs we selected fit our home perfectly. It did take some time to arrive. We had hoped to have it for 2013 Thanksgiving dinner, but it didn't make it until mid-December. So, fast forward a year later, and we are still very pleased with the table and have received several compliments, so we decided to order two more chairs. I paid up front so that they could snatch the two chairs from someone else's incomplete order (is the light coming on as to why some orders take so long?), and I told them that I'm in Austin frequently so I'll just pick them up. They said they'd call when they arrive on Jan. 8. So, no phone call last week. I call back this morning and Chris puts me on terminal hold until the wait cycles and it rings again. They confirmed the chairs are there. I told them I can come by Saturday to pick them up. Apparently, picking up two chairs from the store on a Saturday is a nuisance to them, and they asked if I could instead come on a weekday. They said they might be too busy on Saturday and that they may not be able to "give me the attention" that's needed to assist with my pickup. You see, this goes back to service after the sell. What Chris was inferring is that the sales people on the floor are more interested in getting that next sell/commission rather than following through with a previous one. This was my experience as well when we returned a month later after we purchased the dining table in 2013. Of course, I said no, I'll be there on Saturday. We've spent more than $10K at this location over the past two years, but they're only concerned with the next customer. I expect the same kind of experience as most of you and I have experienced before when I return Saturday for my two chairs. I know Yelp has an option for management to address negative experiences with service, but I suppose they place little value in customer testimonials as evident in the numerous complaints here. read more

Love this store! With the new manager, you can really tell a difference how things are run. Most of my major furniture is from this store, and with two little boys I need quality furniture that will hold up! Arhaus has not disappointed, and if I need anything I know management will step in and get my issues resolved. I would definitely recommend this store! As for past reviews saying things take so long, well, quality hand made pieces take TIME to make. This is definitely not low quality made stuff! read more

We recently purchased a sectional sofa at Arhaus and had an absolutely fabulous experience. We worked with Michelle and saw her 2-3 times before we finalized our sofa. She was extremely helpful, courteous and patient with our choices and options, in choosing a sofa to be built. She had great follow up and kept in touch throughout the process. We had nothing but great things to say about the experience and our 3-4 total visit to the store. Its a big place and I think being so laid back, as is Austin....I think its a good thing the sales people or more hands off than greeting you and asking if you need something at every turn, as some of the reviews mentioned. All I can say is that everyone we worked with and interacted with was great and we will certainly be going back. Thank Michelle for helping us and doing such a great job! We really appreciate all your help and love our couch! read more

Arhaus has been on my list to visit since they opened. Well I finally went to last weekend and was very disappointed with the customer service! Not one employee greeted me or spoke to me at all! I walked around the entire store (upstairs & down)....Its a shame because I'm in need to furnish several rooms in my house. Won't get my business!! I guess my handbag did give the right signals to the sales associate lol read more

The furniture in this store is beautiful. The first time I went in, I wanted to buy everything. I spoke with a store associate about my hesitation to buy from a place like Arhaus because I had been seriously burned by another high end store that took 12 months from order to delivery for a very expensive bed (when I was promised delivery in 12 weeks maximum). April... The associate at Arhaus assured me that situations like this NEVER happen with this store and delivery is ALWAYS consistent with the timeline they give you. Ok great. Side note, this store does not let you take the furniture out with you after purchase. It is a $100 delivery charge. Yay. So I decide to purchase a lovely expensive table with the delivery charge despite my reservations. Delivery is scheduled for 7 days from the purchase, and I will be receiving a call from the associate who sold me the table to confirm. After seven days go by, I give the store a call to follow up on the table situation. Them: "Just kidding! Your table will be coming in in two months!" Me: "That's weird, because I was assured it would be seven days, and no one ever called me to tell me otherwise, and I would never have purchased a table that wasn't going to be delivered promptly." Them: Something about blaming the computers for this situation/there's not a manager there to talk to me/that's weird because we're so reliable/your associate will call you in June to confirm. Me: "Ok, looking forward to seeing that table in June." June has now rolled around... With no call from my trusty associate, I phone the store. The lady on the phone gives me the cheery, "Well this is so weird...your table won't be coming in until late July." Me: "Wow, this is totally unexpected. Also, I never got a call from my associate." Them: "Ok well, I'll have your associate call you in July when your table comes in!" I think I'll be cancelling this table. And I'm not sure my associate did much to earn their commission. I hope it's only me who is hearing all these false promises/confused sales people. read more

We had a very positive experience with the purchase of a large mirror. I didn't want to pay $199 for shipping to my home, so it was shipped to the store and my husband and I picked it up. All went as planned. I purchased the mirror (sight unseen) over the phone with Susan (Senior Design Consultant). Susan went above and beyond by sending me pictures via e-mail and keeping me updated on the purchase and delivery. Very pleased with my purchase and the whole buying process. read more

Take your money elsewhere! My experience has been a nightmare with them. The customer service is horrific! I have had to call and email multiple people multiple times over the last 4 months in order to get my furniture. Almost every piece has come damaged and then it's weeks until I can get the replacement. At one point my order was sitting in the Austin warehouse for 3 weeks and if I wouldn't have called to check on things it would have just sat there indefinitely. I have talked to 3 managers, 5 different sales reps, the concierge person, and my order was escalated to the district manager and I am STILL having issues. I am owed a refund and have been waiting over a month for it. Aside from everything being damaged the way they treat their customers is sad. I agree with previous reviews they are nice in the store. Very helpful and sweet! And then they get your money and boom a flip switches. It becomes a disaster! No one cares that you are having issues or that money is owed back to you. They have what they want and do not give a crap about their customers. I would never in a million years order from them again. They had to remake a chair for me because surprise it was damaged so they refunded me and then charged me 1/2 a deposit. Well, the chair is ready and they have called me multiple times for the balance. So I am owed over $1,000 from them for over a month for a refund and no one will get back to me but you want the balance for a chair and are calling me nonstop? What a joke! Some specific issues: - Recliner delivered 3 times damaged. I said I'm done I want a refund. I've been waiting a month for the refund and cannot get an answer or response on where my refund is. - My ordered was supposed to be completed end of May (I have specific dates in writing of when things were done) and it's mid-July and I'm still waiting on items - Most of my order was in stock items but it took 4 months to get them because they forgot to ship my order originally (I had to call 3 weeks later and ask where my stuff was and they 'forgot' to ship) and then everything came damaged - When you have an issue they say 'sorry' but do nothing - They never follow up with you. You will have to hound them for answers. - Excuses after excuses .... 'We don't have an Austin person scheduling deliveries' 'We are getting a new manager' 'I was off and didn't see the message so that's why you are having to call again' Long review to say: GO SOMEWHERE ELSE! read more

Unfortunately, it appears as though we are experiencing many of the things that others on Yelp had tried to warn us about. We have not received much in the way of communication about the delivery of our furniture, for which we had been told we would receive in a mutually agreed upon time frame, but which has now fallen through the cracks. There has been no communication with our local store nor cooperate on this and when having spoken to a customer service rep via phone been given an even broader timeframe of delivery. I can only hope that when we get our purchases that they we will be absolutely perfect (no damages or the like to prolong this process of getting it fixed or encounter further delivery delays). It's doubly disappointing because we had been given such reassurances that all would go over smoothly, without a hitch, but that has not been the case at all. read more

March,of 2014, my wife and I went to Austin to find a piece of furniture for our family room to put our new TV on. We shopped for a couple of days and decided on a piece from Arhaus. Melissa was exceptional working with us, and a sale was going on so we were serious shoppers. We finally decided on a piece which was to be delivered to our house on the 29th of March. We paid cash and were waiting for the furniture. when we got it, there were two gouges in the side panel so we were to keep the unit and a replacement was to be shipped. We could hide the defect and since we paid a couple of K's for the furniture, we wanted undamaged goods. On the12th of April, I get a call from customer service to set up a delivery. With the customer service person, we decided on the 16th (Wednesday) after 5p.m. to deliver. She checked with the delivery from Ohio, and said that was a scheduled deal, see you on Wednesday after 5p. On April 14th, I get a call to "confirm" delivery on 16th of April BETWEEN 7 A.M. AND 9 A.M. When I called back to say that was wrong, I was directed to the Ohio group and was told there was no way their delivery worked after 12:30p.m. and no way they would have agreed to that delivery. Either 7AM or WAIT for another time. The shipment was loaded and heading to Austin. I spent about an hour on the phone and no way to get the piece when agreed upon. THEN instead of setting up the delivery the Saturday ( 19th of April) since the piece is in Austin, they sent it back to Ohio and I had to call back to get another delivery date. SOOOO, we got another two weeks wait, got the item on Saturday morning (between 7 a / 9 a), and this piece was damaged also. the feet were abrased, and broken from the unit itself. So, sent that back, still have the original bad piece, and wait until May 24th to get the next delivery, because the truck coming to Texas on the 10th is already PACKED WITH OTHER PERSONS DELIVERIES. There was NO consideration that this was the third attempt at getting it right, and we had PAID for the item already. They would not put our unit on, even though I had written TWICE to the web site Customer service contact, did not acknowledge the contact and did not acknowledge the phone calls to them about delivery and POOR CUSTOMER SERVICE in getting things right. We got the new piece, opening the crate at the street and all was better. the delivery guys were careful, understanding (they delivered the other two units also). ARHAUS offerred no assistance, no refunds/rebates, nothing. Just WE DELIVER WHEN WE WANT, DON'T CARE IF YOU ARE WAITING FOR THE SECOND OR THIRD TIME, DON'T DELIVER TO YOUR AREA AFTER NOON, AND YOU LET US KNOW WHEN YOU CAN BE HOME AND WE WILL SEE IF WE CAN GET THERE. OTHERWISE, HERE IS WHEN WE WILL BE THERE. IF YOU CAN'T BE THERE, TOUGH. YOU CALL AND SEE WHEN WE WILL BE BACK,. Poor, Poor customer service and we got your money, so tough. read more

Store was empty, 5-6 employees were gathered around the checkout area, socializing with each other. Not one acknowledged our presence or offered to help. Not hard to see why it's only 3 stars on Yelp. We'll be taking our business elsewhere. read more

Horrible Experience As fans of Arhaus' furniture, my wife and I were excited to furnish our new home with their furniture & accessories. For phase 1, we targeted our living room and worked with their staff to select/purchase the appropriate items. Since we were in the process of closing on our new home, our bank instructed us not to make any large purchases during that time. In parallel, we were also leaving the country for an end of year vacation. Therefore, the Arhaus team allowed us to provide a "good faith" deposit check to secure the purchase and respective discounting. While overseas, we closed on the new home and I called Arhaus from Thailand to complete the full purchase. This was precisely when the entire customer experience took an abrupt turn including a continuous stream of the following: * Poor communication from their staff (i.e. in-stock vs custom order, no updates, & etc.) * Excessive furniture delays with no updates * Damaged furniture (table) * Multiple apologies and resolution plans followed-up by broken commitments from their staff & leadership After several months of frustration with impending future delays due to in-store negligence and a Arhaus warehouse migration, I decided to cancel the order on the remaining items (~$5200). Their team offered a $50 gift coupon and some other relatively insulting discounts, but what they were missing was that we were completely disheartened by our customer experience at that point. Quite honestly, we did not feel that we could trust ANY communication that was conveyed by their team. Underscoring our frustration/impact, we had 2 events at our home that consisted of no furniture in the living room...one while waiting on the furniture and the other after I canceled the order. It is also worth noting that both events had ample time for Arhaus to deliver the furniture based on what was communicated to us by the Arhaus team at the time of purchase (including a buffer for delays). More importantly, both of these events were around the upcoming birth of our first child (end of June). For most of you reading this, I am sure that you can relate to the emotional stress this plays on a nesting pregnant woman. As a businessman, I found this experience utterly unprofessional. I am still perplexed as to how/why customer service was not valued for us and/or made paramount given all of the olive branches of patience that I extended to their staff and leadership. As a result, we recently purchased our living room furniture with their competitor, The Loft. Perhaps more expensive for similar quality, but in contrast to Arhaus, The Loft clearly focuses on customer service! Lastly, I would like to give credit to Jeane Shutliff, one of Arhaus' Store Managers. On the day of my refund, she shared with me her long standing tenure with Arhaus and how she believed in the brand. More importantly, she was genuinely disheartened and attempted to assure me that my experience was not indicative of Arhaus as a company. Unfortuntately, the damage was done. I escalated to the CEO of the company and spoke with Arhaus' Dir. of Client Experience. She apologized and offered a $200 coupon...rinse and repeat. Did I mention that The Loft has excellent customer service??? ;) read more

Great furniture but awful customer service. I made an order on 9/16 and after various unanswered emails and unresolved calls, have been advised that some of my order will not be back in stock till February - 6 months later. These are large ticket furniture items that I was advised would be shipped the beg of November. They have offered to refund my shipping costs but that is all. I had a similar experience dealing directly with the store on my last order so thought that ordering online would be easier. Restoration Hardware & Pottery Barn are streets ahead. I have spent a lot of money with this store and will definitely never come back. read more

Love this place! So happy that my fabulous designer friend introduced me to Arhaus. The service was perfect- they were not too pushy yet they didn't ignore us either. We worked with Gracey and she was amazing. We got samples to check things out at the house for color etc and it was a very easy process. Once home, and I had a few questions and called Gracey twice that night and she was more than happy to help. Just ordered our sofa and can not wait to get it!!!! Highly recommend this place for service, selection and quality. read more

Arhaus is like a bad boy/girlfriend. So beautiful to look at and fun (but expensive) while you are together. Everything eventually goes wrong, yet still you are tempted back. When I first found Arhaus it was a wonderland to me. As a former interior designer I've had difficulty finding a furniture store I like that is not way, way beyond my price range. I love the style of the furnishings and displays here. Our experience with the staff was fine while we shopped and purchased 2 mini-chandeliers and put a deposit on two bookcases. Things started to turn strange when we got home and opened our shopping bags to hang the lights. The lights were bent, dusty, missing crystals and had long chains attached. I realized she'd sold me the damaged floor models without telling me. I phoned the store and they ordered two new ones to be sent to my house. When they arrived I was disappointed that they looked cheaper. Still had the old ones so I held them up together and realized the new ones had crystals that were much smaller. Hmmm... Fast forward to bookcases: We waited awhile to confirm our purchase and pay the remaining balance after the strangeness with the lights but finally decided we liked them too much and would take our chances. When they were delivered they were two different colors of aged black. I needed them to match as they were to go next to each other in the same room. Store said they were discontinued and were the last two anywhere in the world. They advised me to refuse delivery and offered to try to refinish one so that they'd match. I had my doubts but they talked me into trying it. I told the customer service I only wanted them if they could match the original black finish I purchased and not the the greyer finish of the oddball one. Bookcases got shipped to Cleveland. Numerous weeks and phone calls later they were ready to be shipped back to Texas. I offered for them to send me a photo and I could save them money on shipping if they weren't right. They took one grainy long distance photo and shipped them to a warehouse. They'd rather ship them to me than take another photo. OK. They arrive both grey. Such a sad day. The delivery man said Arhaus items are often refused because the quality is not what the buyer saw in the store. That was certainly the case with the chandeliers. Eventually received a refund. Heartbroken but still looking at the new catalogs when they arrive. Aargh! Somebody stop me! read more

Arhaus - Chandelier crystal on left as seen in store. Smaller, cheaper crystal on right from same model fixture ordered and shipped. Hmm... - Furniture Stores Near Me - Austin, Texas

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We had an excellent experience with Arhaus furniture and with their customer service. We mostly worked with Lina (fantastic!) but everyone we met there was helpful and friendly. We bought a gorgeous sectional and a chair and both pieces are stunning. It is pricier than many other furniture places but there is truly a difference in quality and style. I expect to keep this set for many years to come and will shop there again. The furniture was delivered on time, possibly even a bit early. read more

I am so happy with my experience with Arhaus. I worked with Lina Ahmed and she was incredible. She helped me with every aspect of the purchase - from ensuring that the pieces I chose were the right scale for the room to helping me select the right fabrics. She is a very talented designer and really cares about the customers she serves. We are so happy with the pieces we chose! read more

Great experience! We went in trying to pass through but got caught up in the beautiful furnishings! We'd been shopping for a new living room set, ended up doing additional local shopping (yes, the reviews aren't great, our sales person and her manage described those remarks being under different leadership of the store, they were understanding of our concern when we called it out directly) and comparing and ended up coming back -- price for quality was competitive if not better, quality is impeccable. Gracie was our sales person, very attentive, friendly, and easy to work with. We went with a gorgeous chaise and sectional, custom selections of fabric and nailheads, so - yes - there was a bit of a lead time (8-10 weeks if I recall). They over-delivered, as everything was ready a week or two before the original date estimate. Delivery was super smooth, the crew was very friendly, quick, professional. Absolutely look forward to working with Gracie again, soon! read more

We had a great customer service experience! Lauren Davis helped us. After a brief introduction and quick conversation explaining the reason for our visit, Lauren gave us a tour of the upstairs facility while providing insight and options. She recommended products based on our desires, and answered questions regarding those products. Ultimately she guided us the perfect chandelier. My wife and I are thrilled! We cant wait to have the chandelier in our dining room! Thanks, Lauren! read more

I don't understand the pricing at this store. It's nice, rather PotteryBarn-ish, but sky high. Also, can't stand the displays with books facing inward - so dumb. I saw that and had to walk out ;) read more

The single lone star is for Customer Service. July 27, 2016 I purchased a Full size St Lucia bed. This transaction was via telephone, all went well - my bank account was debited quickly. The challenge began when scheduling with the delivery company whom Arhaus owns or contracts with. Communication is the main problem with both of these businesses. Arhaus does not follow-up with the delivery team and inform you as a client as to what one can expect. Once the order had been placed, I was on my own for scheduling with MXD the delivery company. This company without informing you will remove you from a scheduled date that you had arranged with them. They feel you do not need an explanation. I had originally scheduled for 26 August then rescheduled to 09 Sept. Called to find out my 2hr window and was informed I was not on the schedule. Rescheduled to 09 October - bed is delivered, cannot be assembled as there was no hardware and MXD does not provide this. Informed Arhaus, hardware was sent via UPS the following week 19 Sept. The MXD crew arrived 25 Sept. to complete assembly, alas the slats are for a Queen size bed. I am in contact with Arhaus again, which at this point has become absolutely ridiculous! My mattress leans up against a bedroom wall and my box spring leans against my dining room wall which is so inconvenient! Each time the completion of the bed was stalled, I would have to schedule another in-house visit with the MXD crew. This time I insisted on speaking with the manager on duty, I was given the name Pat Evans and the extension. I left a voice mail 26 September explaining my situation. Todate, no response! Instead Meghan returned my call. At this point I felt it imperative that a manager square things away with me, but I obviously was not important enough. My order had gone wrong from the minute it left the wharehouse. Let me remind Arhaus, the reason you are in business is because of clients like myself. Pat Evans should have stepped up and taken one for the team. You should have addressed the on-going issue and reassured me that you yourself at this point would handle this matter. This here should have been a priority to management. Meanwhile the slats have arrived, it is 22 October - MXD crew had to force it into the guard rails as all 3 were a tad long. (this caused the rails to bow out slightly). Five more days and it would have come full circle to 3 months before I could actually sleep on my bed. I have TWO WORDS for Arhaus: FIX IT!! Your house is in disarray. It is not about blame - your team lacks communication and your wharehouse is unorganized. **My head/foot boards were delivered unpackaged, the only packaged items were the rails and slats without the hardware. There are no more words! read more

I am so pleased with my purchases with Arhaus. Pieces are beautiful. Melissa was extremely helpful and patient and made lots of time for me. She made every attempt to understand my sense of style and taste and she was an absolute professional. One draw back but has no reflection of the staff is that delivery of product from day of ordering is extremely long. Way to many days of wait time. I ordered a couch at the end of August and its mid November and I still dont have it. I also ordered 4 counter stools at the same time in August and they are not going to arrive till mid December. I ordered a coffee table at the beginning of September and I have no idea of when it will be delivered. But I have paid in full for all items. The delivery of my items that I have received was done by a team of gentlemen that were expeditious, professional and courteous. I believe that I have made a real friend with Mellissa but unfortunately she cannot control the supply chain to make this more efficient. read more

We've been loyal customers of Arhaus since their very beginning, when they sold Scandinavian-style furnishings in Cleveland, Ohio. Over the years, they've just gotten better and better! The styles are timeless and beautiful, the craftsmanship is outstanding (we still have a pair of chairs circa late '80s!) and the customer service is absolutely top-notch. Highly recommend Arhaus! read more

My husband and I visited this this store last year ago when we were on vacation and getting ideas for outdoor furniture to furnish our new pool. We appreciated the ideas and customer service Gracie provided us so much that although we live in the northeast, we called Gracie back to make the purchase instead of going to our local store. This year we again called Gracie when we needed more pieces and she provided more awesome design ideas and drew us layouts of our space complete with measurements. We made a second purchase to complete our outdoor oasis and the custom fabrics matched exactly. When we had a major outdoor storm damage one of the pieces Gracie took care of it and we never needed to call a 1-800 number or anything. We will continue to call Gracie at Arhaus Austin because her personalized service is something we just havent experienced at other furniture stores. read more

Arhaus - backyard oasis built by Gracie at Arhaus Austin - Furniture Stores Near Me - Austin, Texas

To make a long story short - because my time is too valuable to spend any more on these guys.... Stay away! Yes - they have cute stuff and yes the staff is VERY attentive (pre-sale). But what you see is not what you get. The items I custom ordered were incredibly poor quality, upon delivery. The pillows looked like what I may have been able to accomplish on a first try. The chairs I ordered (too expensive even on sale) had ripples in the upholstery! They agreed to take it all back after numerous calls to customer service (VERY slow in responding). The additional problem - they STIIL have not shown up after weeks of telling me they were on a deadline and that I could be assured they would contact me soon for pick up. I'm talking MONTHS later, and still no pick up. The last straw - they will NOT give me a refund on my credit card until the receive the delivery. So I still make payment on furniture I don't want. They are holding my money hostage due to their incompetence. I recommend not getting caught in their trap. You can find the same furniture elsewhere, as well as MUCH better service. Beware of Arhuas. read more

I've loved all my furniture from Arhaus.. I chose mostly stocked items, and the majority of it was delivered in a little over a week, which was shocking. I can tell that the quality is far superior to other brands that I've purchased in the past. As far as my experiences in the store, every time I've been in, everyone had been extremely friendly! read more

Right about now, we have a mixed review. Arhaus, are you listening? I'm seeing a lot of similar experiences up here on Yelp. This review is for Arhaus as a whole...not just this store. Since you can also buy online, and the corporate office seems to be the entity with problems with shipping/estimating delivery times, I feel I need to share my experiences. We had a similar experience with the creepy stalker salespeople in Austin trying to push us to order more stuff. Like another reviewer mentioned, the salesgirl followed us around and didn't give us any breathing room to actually look at the items and discuss between ourselves. It just felt high-pressure...not the experience we had in Denver, where we had a great rapport with the designer. We were very happy with our initial experience with Arhaus in Denver...loved the sales associate, spent quite a bit of time there looking for the perfect pieces of furniture in our new home in Austin. We LOVE the style and the furniture. We selected a couch...the single most expensive piece of furniture we've ever purchased...but we were tired of cheap furniture that didn't last. After a couple of trips to the store, we purchased the couch and a large bookcase. We were told that the couch was an "in-stock" item in the warehouse, and we selected the standard leather, not special order. They said they could deliver directly to our new home for $149. For these heavy items, it sounded good. We were told the couch would ship from the warehouse on April 17th, and would arrive about a week later. We were so happy with our $7,000+ purchase, even finding a dining table, chairs, and two other chairs that we'd like to pick up later...probably another $10,000 worth of furniture. That was the end of the fun. Did I mention that we SOLD all of our living room furniture before leaving Denver? So we get to Austin, using a single leather chair that was supposed to go in an office, a barstool, and a Bose box coffee table for our living room furniture. For two weeks that's okay. But around the delivery date, we got notification that the couch would not be delivered until the middle of June. JUNE. Remember the thing about us not having any furniture? That means back in Austin, where we'd love to receive our friends in our new home, they don't even have a place to sit. Agh. And to add insult to injury, they won't deliver our bookcase which IS ready, but sitting in the warehouse. So not only do we not get our couch, but we have nothing to show for our significant investment. I called the store in Denver, but didn't have any luck getting any information. Like other reviewers have mentioned, we got the total runaround. Phone Customer Service agents are really nice and try to be helpful, but I think they're working around an order and delivery system that's COMPLETELY BROKEN. They did say that they might be able to "borrow" a couch from another order and get it to us sooner, but with no luck. I finally got frustrated and called the corporate customer service, hoping to at least convince them to send us the bookcase at no additional charge. The agent was helpful, and seemed empathetic to our situation, finally agreeing to send the bookcase. I spent quite awhile on hold, but we finally got the news that there was a couch ordered a YEAR ago that someone didn't need until August. They agreed to let us have it, for which I am thankful. We did finally get our couch and the bookcase, and we love them, but the wait was painfully slow. So my review is a two star...I would like to give a one-star rating but I feel I have to give credit to customer service folks who have worked hard to get our furniture to us...but it shouldn't be THAT HARD. We do love our couch, but the hassle makes us not want to shop at Arhaus anymore. Arhaus, please hire someone other than fresh-out-of-school MBAs to run your operations. read more

This past weekend was the second time I have been to this store. Each time I have been completely ignored, not even a hello! I will spend my money somewhere else. read more

We have purchased two items from the Austin store, on two separate occasions. Totaling almost $9000. Customer service was friendly and helpful, never pushy. The furniture is undoubtedly great quality but my God it's so painful to deal with delivery! Our sectional took months to get, and it was an In Stock fabric! plus additional two months to switch out a flawed cushion. Little contact with Arhaus regarding delivery or updates once you leave the store. Customer service is terrible on this subject. You essentially do not know when you will have your item. Our second purchase was a pre-order for beginning September. I just happened to be on website yesterday and learned THERE that it's not due until End October! So I would get it in November! Every other retailer advises you of ANY status change to your order, particularly delivery delays. Nothing from Arhaus. So unprofessional and discourteous. We will be canceling this piece as we ordered it a month ago, when we needed the storage. Not waiting over 2 more months. Shop elsewhere. It's not the only quality furniture store. UPDATE: We have received our piece, unbeknownst to us its finish is greyish and not Natural as described. Still beautiful. Two new things exist to facilitate delivery: email and texting advisories. Our Sales Associate Susan was proactive and secured first truck, first delivery for us so otherwise not sure it would be here. Took 2 weeks from warehouse. Note that the online tracking site is not user friendly. I had to follow up with looonng wait times to ensure the del address was correct as they listed 2 different ones. So my advice is follow/up and be ready to wait for your goods. read more

In January, we went into this store and they have great furniture. We purchased $15k worth of furniture and we still haven't received everything 6 months later ! What a joke ! I have no idea how they stay in business. Their Customer Service "Concierge" by phone says they will call to deliver and they never do. Buyer Beware, we're not sure how we are going to get our furniture ever ! read more

Awful quality, awful customer service. You're better off with Loft Home (right across Arhaus) or Ethen Allen! Honestly even Ashleys would be your better bet. read more

Went to the store's grand opening. I inquired about a chandelier to a gentleman. He trotted to the computer and said a price. Before I could say, "I'll take 100!" he was walking off. How can you make a sale if you aren't there to take the order? Granted, the place was a crowded mad house that day. But, I saw other people being greeted and helped at the registers. I didn't have such luck. I decided what I wanted and called a few days later. Carla answered and was very helpful. However, the chandelier was on backorder until June (2 months from the grand opening?). During the 2 months, I stopped in and got the same cold shoulder, this time with no crowds in the store. No one bats an eye at you. All very busy at their elevated monitors. Being June, I didn't get a call about my order, so I called them. I was told, "It should be on a truck arriving Thursday." No prob. I got a call the next week after Thursday, saying the order in. Again, no prob. I went in today to pick up. I walk up to one of the only salespeople in the vast store. She asked my name and promptly found 2 bags of my stuff, obviously not all of the order because there should have been a chandelier in the mix. Then, without acknowledgement, started chattering to another rare salesperson at the elevated monitors...for like 15-20 minutes. Ummm. I guess we will wander the store. By the time we went back down the escalator, she turned to us. Asked me to sign the receipt and seemed done with me. I told her that there should be a chandelier in the order. She turned on her heels and went into a back room. (A "hold on a second, I will look for you" or something like that would have been informative.) She has some coworker struggle to bring it out, not helping the coworker with the bulky item, mind you. My main complaint in this part of the engagement is that she was brusquely ushering us to sign and get out with the two bags she found. I wasn't signing anything until I saw the complete order. What bothers me about this is that you can't get friendliness if your aren't ordering and you can't get friendliness if you are. I observed a couple of people getting great treatment from the elevated monitor area, but anyone else: not so much. Is there a minimum amount you have to spend to get treated with a minimum standard of care? If so, my $000s weren't enough. If I hadn't fallen for the chandelier, I wouldn't have returned here. You won't see me there again. read more

I LOVE this store, most beautiful and eclectic furniture!! I went in wanting to re do my living room and came out re doing my whole house basically. I loved my in store designer and she even came out to my house to help with the design. I spent close to $40,000 and don't regret a thing. I really recommend this store if you wanting great quality furniture and a great experience. Will definitely be back in to buy more. read more

the worst customer service imaginable!!!! scheduled a delivery on the 9th and we weren't in town. got an automated call and tried to reschedule. they tried to deliver anyway. no one was home. they sent to table back to cleveland! i have been calling for a week and no one calls back. it is now rescheduled for the 22nd. terrible customer service. called again today and still no help. read more

I'll join all the other unhappy Arhaus clients here. Customer service is not a strength of Arhaus. I was promised delivery of my substantial order for tomorrow. Instead I learned yesterday that the furniture is still in Cleveland. This order was for stock items placed a month ago. I am moving into my new home and was expecting to have this furniture at the time of my move so I could set up my home office and new home during the vacation time I was taking. Now I will lose that opportunity and not be able to use my off time effectively. This creates a huge inconvenience for me. Arhaus' attitude was not apologetic. Nothing was done by the management of Arhaus to expedite the delivery or make an offer to make the situation right. I am still not told the new delivery date, only that the very earliest might be next Friday, two days after I return to work in my home office that will not exist thanks to Arhaus. Arhaus has much to learn about making the client experience a positive one. They have lost a customer, valuable referrals, and gained yet another bad online review. read more

The only reason I gave them 1 star is because I love their furniture. However, after reading some of the reviews, it makes me shudder to think that others were treated the same as I was today. My husband and I were in not long ago to meet with a designer on a $3,000 sofa. Today my son was wanting some thank you cards with a masculine design. We were at the Domain and I recommended to him that we stop at Arhaus. Knowing what they had inside, I thought maybe they might carry some (ie: restoration hardware, orvis etc). Well, I had worked out earlier and was dressed in yoga pants and a t-shirt - guess I wasn't dressed like "valuable" customer. I walked and walked and was never asked if I needed any help. I saw salespersons with clipboards walk right past me. I am in the market for a bedroom set as well so I was also looking at those. Again, no help. Finally, a salesperson came walking past me, and I literally had to flag her down. I asked her if they had cards. I wish I could have captured the look she gave me. It was like..... "Are you kidding me???" I looked at her and said, "I know this is a furniture store; I have purchased items here before." So rude and condescending. Needless to say, my new bedroom set is coming from Louis Shanks. Arhaus, hire some salespeople that won't discriminate. You don't know the size of a potential customer's pocketbook. read more