My husband and I have followed Arhaus for over 30 years. We bought our original furniture in Ohio when attending a friend's wedding. We often wandered in the Thousand Oaks location at the mall and we recently ordered our couch, some coordinating pillows and chairs from this location. Our sales coordinator was Cameran who has excellent communication skills. He helped at every step of the way. We needed a lot of help as we rarely replace furniture and we also have three dogs- so it needed to be durable. He helped us coordinate our delivery, too. Our designer was Sarah - who is very talented. Cameran recommended her to help with materials and colors to go with our existing furniture and flooring. We ordered lamps for our daughter and son in law, too. Everything fits it like it was always there. We are very appreciative and highly recommend. read more

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Horrible experience. The purchase experience is subpar in terms of communication to any other retailer I have ever purchased from both major and minor things. NO COMMUNICATION ONCE THEY HAVE YOUR MONEY. Have to sign all kinds of contracts. It was a pain. Then the delays in delivery and then the poor quality of the piece I purchased, a 7500. sofa. I could have done better at Ikea. I will never buy from them again. read more

Never!! buy from this company- They don't stand behind their products!! We purchased a Vernon custom sofa and paid extra for a grade C fabric. It took 3 months to make and after receiving the sofa the entire cuddle cushion end of the sofa fabric was not cut correctly. There was a hole in the entire middle of the filling and it caused a hole leaning to the back of the entire cushion. Arhaus sent their technician out to look at it and he said the sofa needed to be remade it was a manufacturing defect. When they went to place the order they found that the fabric had been discontinued and they could not get more to remake the cushions or the sofa. So they asked me to pick out another fabric and they would remake the whole sofa. When I picked out fabric the only fabric that was close to our original color was a grade A fabric that was $400 less than the original we had paid for. They would not refund us the $400 difference for the fabric that we paid for even though we weren't getting the new sofa made in that fabric. They wanted us to us the credit to purchase more things in their store. Totally disappointed in this company!! Will never buy from them again!! read more

Horrible experience. The purchase experience is subpar in terms of communication to any other retailer I have ever purchased from both major and minor things. NO COMMUNICATION ONCE THEY HAVE YOUR MONEY. Have to sign all kinds of contracts. It was a pain. Then the delays in delivery and then the poor quality of the piece I purchased, a 7500. sofa. I could have done better at Ikea. I will never buy from them again. read more

**Buyer Beware: When a Discount Isn't What It Seems** After four years and over $20,000 spent furnishing our home through Arhaus at the Oaks Mall, we thought we knew what to expect. We trusted their quality, their service, and their pricing--until a recent purchase shattered that confidence. We spotted a beautiful floor sample bookcase marked at $4,800. It was offered at 80% off, which seemed like a steal. We paid $960 and arranged to pick it up ourselves. But when we arrived at the store, we noticed something odd: a second price tag on the bookcase itself listed the original price as $3,360. Confused, we asked the manager for clarification. Her explanation? They had *raised* the price of the floor model by $1,440--42.9%--to $4,800 *before* applying the discount. In other words, they inflated the price to make the discount look better. That meant our "deal" wasn't really a deal at all. Had they honored the actual price of $3,360, our 80% discount would have brought the total to $672--not $960. We weren't just disappointed. We felt misled. This wasn't about the $288 difference. It was about trust. About transparency. About a store manipulating pricing to create the illusion of value. And for loyal customers like us, it was a wake-up call. We've since decided to take our business elsewhere--to retailers like Crate & Barrel or Restoration Hardware, where pricing feels more honest and straightforward. So here's our message to fellow shoppers: **buyer beware.** If something feels off, ask questions. Check the tags. And don't assume loyalty guarantees fairness read more

Great designs, elegant timeless pieces and excellent customer service. Even though we ordered during a time when custom furniture was a wait, it was well worth the investment. Shannon was very helpful and communicative, always transparent about our order timeline and delivery expectations. Love our pieces and would definitely recommend for those who know the value of high end designer furniture. read more

They replaced the damaged table and turned out to be terrific. I posted on social media and they took good care of me and replaced the damaged one. I wish I knew how to take down my bad review but I dont so this is the best I can do. Should out to their social media team and grateful they replaced the table because I love it!!! read more

Marissa! We had a wonderful experience at Arhaus and Marissa was wonderful! The furniture is of course fabulous.

Probably the worst customer service and product I've ever purchased. Bought a grey fabric sectional for over $6k but the slip on covers don't fit. The fabric started to fade and become yellow within a year. The covers will start to droop and become different length's on the bottom and the corner never fit right. I tried reaching out to the headquarters said that's normal?!?? And they can help with it at all. Guess we're never going back! read more

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I worked with Melody, a designer at Arhaus furniture store in Thousand Oaks. I could not be happier about the service, expertise, and customer orientation she provided beside her great style and decoration suggestions. I felt to be with the right person who takes her time to make it work for me. Just wanted to say Thank you for such a wonderful experience. read more

The most heinous customer service I've ever experienced in my life. Double charged me for an order I placed online, totaling around $10,000. I called immediately to inform them and they said it was their bad and that they would cancel it, but then STILL proceeded to send the double order. I didn't even realize what they had done until I received it and started opening up all the boxes. I had a family member help me who about 3/4 of the way through realized there were duplicates of everything. Can you imagine how pissed off you would be after an hour of unboxing heavy things only to realize there was double of everything despite having called about it? I called them immediately and explained the situation, only to be met with multiple customer service reps who had no clue what I was talking about and tried to tell me there was no record of me informing them of the double charge (as if that was my mistake??). I demanded to speak to a supervisor and finally was connected. I told her they needed to send someone from their store (one of their white glove trucks) to come and pick up all these items and heavy boxes. I was truly blown away by her responses. She didn't give a shit about their mistake and told me I would have to package them back up and coordinate with UPS to pick it up. They wanted to make me MISS ANOTHER DAY OF WORK to wait for UPS to come to my house so I could let them inside to get these packages. I said absolutely not. I was so angry I said F this. I want everything from your company out of my house. Now I'm not only returning the duplicate items, I'm returning everything. I want to give zero business to Arhaus. Finally, the supervisor told me to just leave the packages outside on the street the night before and that UPS would pick it up in the morning. They swore to me I would not be liable for anything that happened to those items after putting them on the street. I informed them I live in a high traffic area and that the chances of something being stolen were high. They said it did not matter and to just leave it out and UPS would come with their own shipping labels and pick it up, and that regardless of what may be stolen or damaged I would be refunded. I said ok and did as I was told, it took an hour to package these things back up. I placed them outside the night before and took a photo and emailed it to them. I sent them an email asking when I would receive my refund and they did not respond to me. It's truly unbelievable how bad this customer service is after they made so many ridiculous mistakes. I have yet to find out if they will honor their word and refund me in full. If they don't, I will be taking legal action against them. I have already consulted a lawyer who told me to just continue documenting everything as I have been. Long story short, do yourself a favor and don't order from this company. They will make so many mistakes and then take zero action to make it right. Order from any of the other large / high end furniture stores. They are literally all better than Arhaus. Arhaus should be shut down, what they are doing is criminal. read more

We spent around 10k on two couches. The couches arrived months later than promised. Arhaus has you sign an agreement that you are locked into the purchase but then they have zero repercussions for not upholding their end of the deal. We wanted to back out after discovering that the couches were to be months late but it wasn't possible. They said our second couch was delayed due to the fabric choice being unavailable. We said we'd be happy to change the fabric option, they absolutely would not entertain this idea, stating that our purchase was made and could not be changed. We asked to speak with a manager about one hundred times and they evaded us over and over and over again. Never calling back, never in store, never available. The customer service was appalling at times and Arhaus should test their employees abilities at answering a phone properly before hiring. One girl was so clueless as to how to speak on a phone and so rude I am still in disbelief. One of the couches in particular, I cannot stand sitting on, my whole body hurts when I'm on it. Couches don't need to be made of memory foam, why do I want the couch to memorize a hole that I have to sit in? This portion of complaint is our own fault I suppose, for buying couches that aren't awesome after all. We have no intentions of ever purchasing anything from here again after our experience. read more

Great furniture only can get it delivered to you. Arhaus third-party service for delivery is horrible. Don't waste your time. I had to return my item because they kept canceling my order for delivery as I've made changes with my schedule to adapt to the delivery date and still there was a last-minute cancellations. Good luck just return your items. Don't even bother! read more

Another fantastic reason to visit the Oaks. We are remodeling our home and we're seeking a design focused furniture store. We are willing to pay more for quality and design. We found such in Arhaus. From the moment we entered, we were greeted by the delightful staff team. We found a fabulous table that will work in our home with the staff's assistance. The price was reasonable and delivery was easy to schedule. The showroom is bright and airy. It is very nicely decorated, giving us a number of ideas as we strolled through. The store is open daily in conjunction with mall hours. read more

My experience was not fantastic. My white modular couch that I ordered in August came in 2 different colors. TOTALLY INCORRECT. The delivery service was wonderful and wrote up report that the order was not correct. From that moment no one called me. I had to call approximately 1 month later and was told to send pictures. I did that and my new couch would arrive in January. NO RESPONSE!!! Now it is February and I am calling again. Still waiting after 6 months. I would give a 0 for customer service. read more

I see that there are mixed reviews here. My husband & I had a wonderful experience working with Cheryl. She assisted us on multiple occasions - over the phone and in-store. She was able to help split deliveries and schedule as furniture came available - we literally had zero issues. I don't usually write reviews - but like many reviewers - we spent real $$ - so communication with the store matters. All-in-all we were very happy with our experience with Arhaus. read more

Purchased bed frame in 2023 online and charged to Visa. At time of delivery I was told it wasn't paid for. How does this happen when you make purchase online? Multiple calls to customer service and was told they would look into it. Not resolved after 2 weeks. I cancelled my order and filed claim with my bank. Approx 4 months later Arhaus calls to tell me I owe them the cost of the bed $1500 approx. My bank credited my acct and shortly thereafter Arhaus credited me for the cancelled order. My bank then cancelled my claim and sent Arhaus the funds. Confusing I know! Thought it was taken care of. Early 2024 I start getting harassing phone calls from a debt collector. Really! Again sent and resent documentation to no avail. Spent hours and days on phone with my bank and taking it to top management. Arhaus wanted proof from my bank. My documentation from my bank statements were not good enough. Took days to get an official letter from my large corporate bank showing the bank sent funds to Arhaus bank. Was not happy with my bank but eventually got what I needed. Sent letter to Arhaus and phone calls from debt collector stopped earlier this year. NEVER got an apology for their poor accounting department. They would not let me talk with accounting. Very stressful for me and my husband. It all started by buying online. Everyone knows you have to pay when you place an order! Terrible customer service. Will never purchase anything from them again and will tell my friends not too as well. It's unbelievable they never contacted me to say the problem was resolved. read more

Worst customer service I've ever had. If you need help don't count on thr staff. They will literally go out of their way to not help you beyond the front door. Forget any help with heavy or bulky purchases. You're in your own. will never be back. read more

Have made many purchases at Arhaus over the last several years. The quality and customer service have definitely declined. Buyer beware. Customer service is NOT what it used to be!!! Stephanie Riedwood read more

Terrible experience with this retail Store. I'm a loyal restoration hardware client. I've purchased my family room furniture from Arhaus and had a great experience. Went into buy my second room of furniture in my great room. Had a design consultant come out and advise me to soda choice and furniture size/placement. Was advised to purchase a custom sofa of 84 inches. After 3 months waiting, sofa arrived and is FAR too small for the space. The next size sofa (larger size) is needed. I need to exchange this sofa for a larger size. Design consultant was responsive. Then she needed to talk to her manager for approval. It's been 8 days, I've called, emailed and texted with no response whatsoever. Arhuas concierge has been great and has contacted the regional manager. Again, no response there either. Clearly, upper management is incredibly disorganized and not customer focused. This experience has damaged my view of this company and their commitment to service and making their mistakes right. It's unfortunate. read more

Ordered on Jan 29th and received a long lead time due to Covid, etc. Checked back in on May 1st and was told pieces were delayed but showing that's it on the way and on track for June 1st. Checked in on June 1st and told it should be ready in 4 weeks or so. I have zero confidence on this new date as the sales reps are clearly just guessing. read more

If I could give them 0 (zero) starts I would. Please DONT WASTE YOUR MONEY AT ARHAUS . I purchased VERY EXPENSIVE sectionals and requested the seat cushions to be firm. I immediately reported the cushions TO SINK IN WHEN WE SIT, 9wks later they sent a technician. Only to tell me that the seat cushions were perfectly fine (tech didn't even inspect just took pics) and if I wanted firmer seat cushions to pay form them my self. read more

I can't say enough good things about this company. Their customer service is top notch and items are delivered within the time period quoted. We're currently furnishing our new house and this has been the only company that has been both pleasant to work with and delivered on their promises. I highly recommend using them for your furniture needs! read more

I cannot believe the terrible service we have received from Arhaus. We were searching for furniture for months and specifically chose a "quick-delivery" couch from Arhaus to ensure we would have by mid April. Our original date was early March and now, after multiple calls, emails and follow up, they are telling us maybe end of May. We have purchased many household items from Pottery Barn and West Elm, some have been delayed, but we at least get ETA updates and apologies. We called Arhaus customer service today and were told, "well, sorry, you need to talk to the store, we don't do anything but web orders", really?! I love the items at Arhaus, but beware - any timeline they give you will be + 2 months or more. And you will have to go hunt down the ETA with lots of phone calls and emails. NOT WORTH THE PREMIUM. read more

Please be careful. This store employs deceitful sales practices and does not stand by their shoddy, China-made products. Their store manager, Daryl, lacks any ethical standards to his customers. It is so unfortunate to come across a human being whose predatory sales practices leave the consumer completely taken advantage of, ie, ripped-off. I purchsed 7 items from this store. 2 of the items were defective with significant chips in the wood (a table and buffet). I had both the items picked up from Arhaus to return them for their defects and later discovered they charged me for "delivery and re-stocking" of those defective items (totaling $603.82). I have tried to resolve this issue many times. Unfortunately for them, I won't give up. Please be very careful when dealing with this store. read more

I am so disappointed by the lack of communication and customer service I've received at this location. I purchased an entire dining set and have left numerous voicemails, with no return calls, and did manage to speak to a sales consultant who assured me she'd call with an update on delivery and no return call again. Customer service after the initial purchase is non existent. So disappointed! read more

Highly recommend shopping for furniture at Arhaus! I've visited different showrooms in California and they're all breathtaking. Don't even get me started on the furniture! All their stuff is built to last you a lifetime and even though delivery and fabrication take some time, it's amazing to own pieces that were made just for you! Purchased a mattress and bedding set last summer and it's the best thing my partner and I could've done. Beware, you might be late to work due to extreme comfort haha! We also purchased a bench and a desk chair. The desk chair has to be my personal favorite since I'm able to do homework/studying for hours. The staff at The Oaks is outstanding as well and are always ready to assist you with all your furniture needs. Go check them out! You won't be disappointed :) read more

I purchased a table 2 years ago the finish was rubbing off and table was splitting. Customer Service took care of the situation, they offered me a exchange and I refused the same table, they scheduled a appointment to reselect a table of my choice in the store.. So far very happy with customer service.. read more

Just stopped in to try out three barstools that I had seen online. Within several minutes I was greeted and assisted by an associate named Brigette. She was very friendly and helpful. She led me around the huge store pointing out the stools and letting me know about the various fabrics. Her assistance was perfect, thanks! read more

We just bought a large second home and after receiving a catalog in the mail I was excited to explore the local Arhaus store in Thousand Oaks. After reading the reviews here I have cancelled my visit this morning. Sounds like a disaster. read more

There is a reason why it is only 3.5 stars. Once this vendor sells you a piece of furniture, they do very little, if at all for customer satisfaction. Don't be fooled. Bought the Beale couch - cushions are 2" less stuffed than what was in store or advertised. Not even close to what we were excited about and experienced in store. They refuse to make it right, nor care. Good on Amex for allowing a dispute, but shame on Arhaus for not caring about customers that spend thousands of dollars. Think twice before purchase. read more

My husband and I went into the Thousand Oaks store today looking to buy a couch, table and chair for our new home. The staff was so rude. They made us feel like we were unwelcome. They barely answered our question and the minute an older couple walked in the Sales associate left us to go help them. We left the store without buying anything and unfortunately we will not return. Although we were young couple we had money to spend and we're looking to at buy for our living room and dining room. We felt discriminated against and I will no longer be shopping in the store. I'm sorry this staff is so rude, they need better training!! read more

We ordered furniture in March that was estimated to arrive within 4-6 weeks and has still not been delivered. No responses were received to our emails requesting an update, and it took several calls to get it contact with anyone that would give us an updated estimate on when the furniture should arrive. After calling two weeks ago, they finally said the nightstands had arrived at their facility and would be delivered "soon" but the bed frame would not arrive until mid-May. After receiving no additional updates, we called to check in and now they're apparently arriving some time in June. I have no idea why we need to follow up to get any sort of update on our furniture - every other company that we have recently ordered furniture from proactively reaches out with updates or apologies regarding anticipated delays. This has been an absolute headache and we regret ordering anything from here. Update: I've reached out multiple times to the email provided. No response has been received to date. read more

The staff is great and super knowledgeable we were so indecisive and spent many months deciding on what we wanted but with the staffs help we felt super comfortable selecting the right furniture! Chavez Family read more

I bought two Alex chairs ($2k ea) for my office. The shipment was later than the extended period of time they gave us due to covid. No worries on that since every company is giving false shipping times. We waited a month after our extended delivery time and I decided to call to follow up. Our sales person was promoted to interior designer and no one thought about following up with any of their orders as our shipment has already been processed and in route. So it became our responsibility for the follow ups and calling them to make the final payment? Ridiculous. Finally we received notification that our chairs have made it to the warehouse and ready for delivery. They get here and took almost an hour to assemble these chairs in their truck? Whatever, we were finally happy to have our chairs... The chairs felt odd and uncomfortable. After two days of use I was just not satisfied. I thought maybe they needed a break in but they shouldn't feel this bad. Decided to inspect the build of it and the delivery people installed the base of both chairs backwards! I had to reassemble them (mind you it only took 5 minutes for each chair) but the pure negligence of everyone involved in this company leaves a bad taste in my mouth. If you go to the store, you'll see they have really nice designs but very poor quality throughout. I was surprised to find these chairs there to be honest but maybe I should've expected poor service as well. read more

I purchased a sectional and the protection plan (DO not waste your money!!) I called to tell them I to tell them I had an issue with the cushions and some stains (should be stain resistant and if they don't come out you supposed to call right away to get somebody to clean it as part of my protection plan). After a few months of back and forth phone calls (since they don't communicate or return your calls and their website is always down!!) they informed me they won't cover the stains since is wear and tear. Wait! So why do I purchased the protection plan??? "Ooh! And the cushions will sink and it's not cover" (after 1 year) I call the store, the company, and everybody I could contact (it was not anymore about the stain it was about the principle). No calls back. BTW....their fabrics are not good and not stain resistant. And they are expensive furniture!!!!! Never again. And good luck getting somebody to help you.... I would give them a 0 if I could read more

Worst customer service ever! So disappointed. I called and spoke to someone over the phone. I asked to speak to the manager, and she said no she will give you the same answer. Then hung up on me! I couldn't believe it, ok if she gives me the same answer, if someone chooses to speak to the manager, let them speak to the manager. It's very rude to hang up on anyone, especially in this situation. I've bought stuff there recently and it will definitely be the last. read more

Thank you Arhaus Thousand Oaks and my fantastic design consultant Sarah Bedford-Bass! My furniture arrived today and I couldn't be happier:) It was well worth the wait to have such stunning pieces in my home. Sarah was very patient with me and her knowledge of the products is infinite. She is quite creative and together we achieved my new beautiful decor! (The only item not photographed is the Claudette 12 light entry chandelier because it is not hung yet.) Yay MY HOUSE!!!!!! read more

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Do not order from here! Shipping/delivery for furniture is a nightmare!! When I made my order it said it would be available to ship in 2 months. More than 2 months passed and I never got an email or phone call update of if my furniture piece was ready to ship. I had to reach out to Arhaus regarding my order to finally find out that it was back in stock and those pieces were ready to ship. However, left on them I would have been waiting another month for that information because nothing was set in motion for my order. To get this item was another headache. The date of the delivery was a wasted day with no delivery attempt made, even though they confirmed the delivery date. Thus, making me have to reach out multiple times to the delivery service and Arhaus to get this figured out. I called multiple times, never receiving a call back or an update even though I was told I would. I would wait days for an answer or update yet it never came. I was the one always trying to solve the problem, fishing for information, or hunting for anyone to provide some answers. Not worth the energy to get their furniture and they clearly don't care about the customers time, energy, or effort. Worst communication and customer service ever. Wish I read previous delivery reviews before I placed my order, might have saved me! read more

My new favorite store! I am not comfortable going into a store whose name I can't pronounce, glad I went!! its pronounced; "Our - House" your welcome :) Beautiful furniture and decor. Sales person was friendly knowledgeable and not a "bother" she kept distance and was available for our inquiries. read more