Excellent furniture great quality excellent driver teams very professional We love the place read more

I came into this establishment earlier and was told by an employee that I could use the restroom upstairs. About two hours later, I returned and asked Jennifer if I could use the restroom. She told me "out, out, out" and directed me outside. I explained that another employee had told me there was a restroom upstairs, but she still refused to help me. I went upstairs, where another employee provided the restroom PIN and allowed me to use it. When I came back downstairs, I spoke with the manager, Israel, and explained what happened. I was disappointed that he didn't apologize or address the situation. As a Black customer, the way I was treated made me feel uncomfortable and singled out. read more

Stay away!!! Sales person is your best friend until you pay and then no where to be found! Spent 40,000 at the end of May. I kept telling the sales person that I have no furniture and I need these asap, she assured me everything except one of my sofa will be delivered by mid July and the sofa will be delivered in first week of August. Got the sideboard and dining table and chairs at the end of June! Both had issues and needed to be exchanged. I had to exchange the dining table 3 times! You think, when you spent 10000 on a table, they give you something that at least looks ok! Nope!!! Any way it's August 11 today, and still haven't got my sectional, sofa and the pendant. Oh btw, nothing was custom, just ordered basic because I wanted my furniture fast. 0 out 10 . They suck! Very unprofessional! Never again read more

Before making a single purchase from Arhaus, think twice and read this review please. They don't deliver your items on time, they delay delivery and say you still owe them. And when you show them receipts and proof of payment, they still don't deliver some of your items. When you ask for it to be canceled, they don't process that. When you dispute that with your bank and clearly win the case, they send you a collection notice and make you repay with the promise of refunding you immediately after, and guess what, they don't do that. Their accounting people are simply stupid and don't know simple math. read more

I am updating this review to 4 stars because they did provide a small credit and the furniture itself was exactly what I wanted with no issues there other than the prolonged wait. read more

We ordered over $10,000 of furniture and they cancelled the cushions for a chair that had been ordered over a month before. When we went to order the cushions when they were back in stock, they were going to charge us a white glove delivery fee of $250 even though they had cancelled on us. Very difficult customer service and while the furniture is nice, I would go to other companies for better customer service and just as nice furniture for the price point. read more

I bought a bunch of chairs from them in March. There was a back order and I was willing to wait because I was *so* excited about them. They finally arrived very, very late (in August!). I got a call from their delivery team while I was in the car, and asked if I could schedule it another time when I had my calendar in front of me. The delivery scheduler said yes. A lot of time passed and I got worried that they had forgotten me- I couldn't figure out what number they were in my call history, and they didn't give me a call back number. I emailed my sales associate. No answer. I followed up, and eventually the store manager got back to me saying that there was a note saying I wasn't ready for them (wtf- that was not true and how is that even an option for them to say????) and they gave my chairs away to a different customer. He said they were on back order till late October but he could get them as soon as mid October (side note- currently they are listed for delivery in mid October so I suspect that's a trick he uses to make it sound like he's doing something). He suggested twice that I get a different style of chair - I had been waiting for these since *March*. He said he was off for the day but he would try to help on Friday. Surprise surprise Friday came and went and not a peep. I'm so upset- I'm shocked that they can just give away an order like that. This should not be how a business works. read more

UPDATE: Arhaus reached out and is working with me to make this right. Appreciate their service after my interaction with their team in the store and over the phone. read more

Buyer beware. I ordered a sideboard in mid-March 2025, with delivery scheduled in early June. Every month, delivery was postponed by at least a month. I was told, "we were not satisfied by the quality from our vendor so we sent everything back," "supply chain issues" and "tariffs are causing issues." Bernadette was very apologetic and offered small discounts - nice gesture, but I would rather have the sideboard. I finally cancelled my order in November since it's postponed yet again. Despite cancelling my order 14 days ago (and receiving paperwork for the cancellation that same day), the refund hasn't yet showed up on my credit card. I called after a week and was told that "accounting had to process it" and that took 4 days, yet now it's been 14 and still no credit. Have left messages for the manager to call. Crickets. They are very poor at delivery estimates and setting expectations. read more

BEWARE SHOPPERS: Don't be fooled by the beautiful furniture, we ordered our items 7 months ago a entryway mirror and an "In Stock" sofa. First Issue: the delivery date for the sofa and mirror kept changing, then we got a random phone call from a 3rd Party Delivery Co., that the couch would be delivered the next day, no warning from our sales lady, Bernadette, or Arhaus. Second Issue: Day of delivery, we get phone voicemail, not a call, stating the sofa was in a truck that broke down like an hour from our house (their warehouse location), and they could not deliver and to call them back immediately. At this point it was 2 weeks , 40 plus hours of phone calls/messages/calling back and phone tag between the 3rd part moving truck company and Arhaus and their Customer Service which is a big joke. We don't understand why they didn't just send another truck out to get the furniture off the track. It took weeks before our "lost" sofa finally came, along with a broken mirror. Third Issue: To this day, my husband has not received a returned phone call from the manager at Arhaus, rightfully requesting a discount on the thousands of dollars of furniture, and no requested discount for our lost time, interrupted work days, and 3 broken mirrors. Service: 0/5, our $500 hallway mirror was shipped to us 3 TIMES, BROKEN EVERY TIME, most places would offer a discount for the second and third mirror, well, nope they refused to discount anything, they offered to send us a fourth one, and we asked, "Will It be Free?" and they said no. They REFUSED to pick up the broken mirrors from our home, where they delivered us 3 broken mirrors, their customer service reps told me to put it in my trash can!! I replied, we don't own a dumpster and they are hundreds of dollars to rent one. So we spent several days between calling Arhaus and UPS until they finally agreed to deal with the broken mirrors Quality of our sofa: Had it a few months, fits our space nicely lighter color than we had ordered, but comfortable Value: Our sofa feels pretty high end, but more expensive than Pottery Barn or West Elm, our sales lady encouraged us to order the sofa that shipped the fastest, so it was a very light oatmeal color. We also took out a credit line with them in hopes of furnishing our "new home". We will NOT be buying any more furniture from them, I feel duped. Selection: It all "appears" good IF YOU GET YOUR ITEMS!, 1/5 read more

I bought a light fixture awhile ago and love it. No issues with delivery. I ventured a bit ago for furniture and I thought the woman who helped me was extremely nice and informative. The only thing that bothered me was when she asked if she could call me to follow up I said sure but she wrote my full name and phone number in a sticky. I said I need to make sure you will throw that away because I don't like my personal info floating around in a sticky note. In hindsight I should not have done that as I was in Their system from my previous purchase. Identity theft is real and I think they need to be more discreet in handling peoples personal information and either just put it in the computer or not collect at all. Still kicking myself. read more

Jeffrey provided us with great customer service, answered all of the questions and made himself available after the sale to handle a price change. Even though they didn't have a piece of furniture I purchased on the floor, he provided us with a similar option. Great experience! Worth the drive from Sacramento to Walnut Creek! read more

Still waiting for my piece to be delivered--no call from the delivery service. This is worse than any other store I've ordered furniture from before. Won't do this again... Updated: I received my items and am relieved. The only part I didn't love was the irregularity in the wood texture but I'll take it. I'm just glad I got my items. It would be nice post ordering to get more timely updates. read more

We purchased a sectional from the Arhaus store in Walnut Creek last year. Initially we could not decide on what to get and after many visits and with the help and support of Vince Fleming we finally picked a sectional. After some initial problems associated with the alignment Mr Fleming worked with us until every detail was resolved. We not only received AAA service at the store but the miracle of 10 star support after the purchase. My wife has a very sharp eye for detail but Mr Fleming was not only able to correct every detail but was very professional, calm and courteous throughout the process. In today's world of fast paced at home assemble furniture. I very strongly recommend Vince Fleming and the staff at the Arhaus Walnut Creek Store. read more

Customer Service Horrible! My friend and I were genuinely shopping for a couch and looking around. As we went to sit down and test a couch, the workers told us we couldn't "lounge here". So, we got up and tested another couch just for another worker to give us a dirty look and tell us " you guys can't chill here" even though we were clearly interested in purchasing a couch. Don't be fooled by the beautiful pieces. read more

I have always enjoyed the style of furniture Arhaus sells and have bought several items from them. Most items have been delivered without issue. One table was broken when it arrived, however the return of the item was managed so well. I bought a sofa that was too large and was able to return it for a small sofa, again with no issues and some incredible service. If possible, I recommend waiting for the new catalog delivery early in the year for some of their best sales read more

I am writing to express my disappointment with the service my parents and I received at your store today (Monday, May 26th, a little before noon). No one helped my parents and when they politely asked an employee for the location of the bathroom, they were rudely told, "We have no public restroom. You have to find it somewhere else." It's okay if there were no restrooms in the store, but The tone in which this was said was completely unacceptable and very off-putting. To make matters worse, after walking around the store for a while, we saw another sales associate open the bathroom door for another customer as we were leaving. This inconsistency and the initial rude behavior were extremely frustrating. This experience has left us with a very negative impression of your store's customer service. I hope this issue can be addressed so that other customers do not have to endure the same treatment in the future. read more

Ordered sofa and console in April, now we are being told we won't be receiving until NOVEMBER.

I should have listened to the other Yelp reviewers. We purchased a beautiful Leighton table in September 2020. We were told mid- December delivery and now (just checked) told don't expect it by Christmas. If something changes I'll update my review but if you're reading this and you want a reliable timeframe for purchasing and delivery of furniture GO SOMEWHERE ELSE. Five stars for the salesperson who actually helped us during our visit to the store. But it wasn't worth it. We will be eating on the fold out tables for God knows how many more weeks. Fast forward (revised review) - Since contacting customer service, we received proper communication about delivery. Our furniture was delivered on December 29 by a very professional service. They did a great job and the table truly was worth the wait. I would buy from the place again because they turned things around and their furniture truly is unique and high quality. read more

Arhaus - Furniture Stores Near Me - Walnut Creek, California

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Listen when I tell you this! The reviews regarding the customer service are TRUE!! It fancies its self as a high end furniture store, but you do not get highly end service! For the amount of money folks spend in here you would t think you getting white glove delivery. But alas no! We ordered a dining room table mid October. We just got it in December, which actually worked out, only thing is no chairs. Still need to be made! Go figure. So quality of furniture is high, but be prepared for long waits, and piss poor service after you swipe that card! read more

I felt like a switch and bait. They gave us one price then the price was doubled. I found a better set of furniture at a high end store for less. read more

Beautifully laid out store! It felt like you were walking into a model home after another model home! With two stories, Arhaus has everything you need to furnish your house or backyard. The prices are bit on the higher side but the design and craftsmanship are amazing. With a 50% fully refundable deposit you can place your order for a piece of furniture. Currently with COVID and the Christmas season, the wait time for items can be longer than normal. It was fun walking around and exploring the two-story showroom. read more

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Their product is very nice, but the help/customer service is very poor in the Walnut Creek location. Which is where we first bought furniture. Los Gatos location is great and super helpful. read more

Purchased $30K of furniture from the Walnut Creek Location in the last 45 days, and can not get either of the two sales people who worked with us to return a phone call, respond to an email, or provide an updated itemised receipt. DISAPPOINTING! :(( read more

My husband and I purchased the beautiful Polanco, ash burl dining table and black chairs from Arhaus. These are absolutely beautiful pieces, especially the Polanco table. The burl lines in the wood make the table truly unique. Not only did we love the table, but it gets even better, as trees are not cut down to produce this table - the wood comes from already "fallen" trees. Despite liking the table on the Arhaus website, I was cautious about taking the time to visit the store after reading the negative customer service comments (for all Arhaus locations). However, Bernadette, Ari, and Vince at the Walnut Creek store provided excellent customer service. They were each very patient, listened to our needs, and addressed all of our concerns in non-pressure manner. We found the store to be well-managed and the associates were all professional, informative, and helpful. read more

Probably should have read these reviews before purchasing from them, but it never occurred to me that the customer service could be so bad. Like every other review on here, it's maddening that they are so defensive when you question where your order is. I'm sorry, I paid for this! Placed an order, was told it would be two weeks. Called in two weeks after I received 0 communication. Was told I'd get a call in a few days and the item is arriving from the warehouse. Called 5 days later and was told it's shipping in a few days... no correspondence, no call, nothing. Called again, was told "they don't know what's going on" as if I was asking someone who doesn't work there... was told I'd get a call, then again nothing. Called again and was told oh looks like it's on a truck, but I need to call you back because I don't know when it'll arrive, I finally raised my voice and the sales person basically told me they are trying to save me $250 in shipping, I was like what?!?! It hasn't shipped and why do I owe you $250?! Jamel, Cece, Jez... all have very poor customer service skills. Veronica is the only person there that had any empathy ... Stick to West Elm, Pottery Barn, Crate and Barrel... honestly, Wayfair has better customer service. Plan to reach out to corporate and report this. Absolutely unacceptable. As for my chandelier... still waiting for it with no update read more

I'm giving Arhaus 3 stars, for the beautiful pieces I purchased from their establishment. The 2 stars I left off, are for the people at that location that TRY to make you feel dumb, when you call to ask questions about your orders! Not cool. I pay good money for my furniture. Employees should always be polite to customers and not be condescending. I'll be shopping at a different location so I don't have to deal with these 2 people. read more

Arhaus - Furniture Stores Near Me - Walnut Creek, California

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This review if a little difficult, because on one hand I love the products and the way the store is displayed, but on the other hand their customer service is tragic. I've been in this store numerous times. On one occasion I made a purchase. On another, I wanted to make a purchase. I can think of only one time out of maybe 6 visits where I was acknowledged and greeted by staff. Every other time I've been there, I've basically been ignored. Granted, it may be because I don't look like most of their customers. I have a few tattoos, normally wear jeans and a t-shirt and can be kind of scruffy on my days off. But would it kill them to say hello and offer some assistance? Today I was in there looking for living room storage ideas and had to use the restroom. I see they have signs on the door saying that they are closed to the public. To me that meant that it was closed to anyone not shopping. Strange, but ok. Since I was actually shopping, I asked if I could use it and the employees told me that it was closed to the public. I said, "so it's just for employees"? The women just smiled and said the closest restroom was Nordstrom. If I had been in the middle of a thousand dollar purchase, would they have told me to use another store's restroom? Why are the restrooms closed? Does it have something to do with COVID? I guess they're afraid you'll leave COVID in the restroom? It's insane to me that such an expensive store could have such terrible service. I expect that at Chevron, not here. read more

Arhaus is a beautiful store with transitional furniture that will fit well with either traditional or more modern decor. We had a really positive shopping experience with a much higher level of service than some other furniture stores we visited. Jemille was very helpful and attentive without being too salesey or overbearing. Xen, the designer in the store was also very helpful and created a complimentary 3D rendering of the furniture in our space. We love our new Dune sofa and Pomona swivel chairs - they are so comfortable and look great in our space. We were also happy that both were in stock and ready for delivery at a time when many furniture vendors have backorders. Their shipping partner, Ryder, was good with communication and all the furniture arrived on time and on schedule. read more

This review is an overview of my overall experience as an Arhaus customer but, more specifically, it's a review of Cassie Coats, Store Manager, Walnut Creek, CA. Having spent over $25,000 on Arhaus furniture and related items, I expected a high standard of quality and customer care. Unfortunately, my experience with Arhaus was marked by consistent problems, unfulfilled promises, and a complete lack of communication. We placed a sizable furniture order in October. The delivery of several items was incorrect and, after countless hours on the phone, had to be rescheduled no less than six times before we received the correct pieces. This not only caused inconvenience but also wasted valuable time and effort on our part. Moreover, we have several items that we have returned or are awaiting pickup for return, but have not received the corresponding refunds. Despite multiple attempts to communicate and resolve these issues, our calls to Cassie Coats at the Walnut Creek store have gone unanswered. On each occasion, we were assured that we would receive a prompt callback by more junior associates, but the call backs never happened. We have also sent several emails to Cassie and her regional representative, Rob Molinary, but have received no responses whatsoever. The lack of responsiveness and failure to address our concerns has been deeply distressing. Both Cassie and Rob are fully aware that they owe us over $1,000 in refunds, yet they have deliberately avoided any interactions with us. It is evident that Arhaus is not fulfilling its obligations, effectively retaining our money without providing the products and services we paid for. Not only is the behavior unacceptable, it is effectively stealing given that we've spent money at the Walnut Creek store and have not received the products or any refunds. While the Arhaus products are stylish and beautiful, the customer service experience with Cassie Coats, Rob Molinary and the Walnut Creek store is the exact opposite - a grotesque, abhorrent example of how not to retain customers and spread positive word-of-mouth referrals. I write this review in the hope that I can apre others from suffering the same experience. read more

Love the products. The customer service and salespeople are maddening. I understand supply chain issues right now... but simply giving an update, showing some empathy and not gaslighting your customers goes very far to mitigate those issues. Highly recommend trying any of those out, Arhaus! I was excited for some "splurge" items for our new place. But this ended up being the worst experience out of all of our purchases. Don't waste your time or money. FWIW, my experiences are with Bernadette and Chris, and a couple salespeople that I tried to leave messages through. Maybe others on the team are better. read more

My mom and sister are frequent customers. The prices for my lifestyle compared to my family is a little steep, but they had 24 months zero interest credit card, which I took advantage of that as my credit is in the 800 range. I tried ordering online but my mom recommended to call the Walnut Creek store instead. I spoke to Bernadette, and she was extremely patient and helpful. I finalized my order, and waited for shipments. Thankfully I confirmed with the company that they use UPS and not FedEx. I received some of my packages, and sadly one was broken on the way to me. I need to call and exchange the item. I'm still waiting for the rest of my order, but everything so far received has been a highly quality product! Over exceeded my expectations as I thought they would. The only question on my mind was, "Why am I being charged by the credit card company for the full purchase amount now when the product hasn't been shipped out yet, and I won't be receiving everything for another 4 weeks? They should charge as they ship the product like other companies." I ordered December 1ST 2020, and I received 5 boxes, and 11 is left to be delivered which has not shipped yet. ‍ Either way, the quality is worth the wait! read more

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Customer service is a nightmare!! I love their furniture but the experience of purchasing, and follow through regarding delivery, and even a mistake by an employee was so awful for my husband and I that we will never be back, and we tell everyone we know not to purchase from here! The furniture is expensive (we spent over $12,000), you expect a certain level of customer service, but you won't find it anywhere at Arhaus Walnut Creek nor their "escalations" department which is essentially one person, who you will play phone tag with for months on end, all to have no resolution. This place is a DISASTER. I only wish I had read other yelp reviews prior to purchasing. read more

In one word, Arhaus is in no way worth the price!!!! Due to their incompetent delivery people/process. It's an absolute nightmare!!!! I take responsibility for the multiple times I've purchased furniture through them even though EVERY TIME they delivered the wrong pieces, but I am forever done with them. Get it together Arhaus!!!!! You look unprofessional and as I expected, I'm not the only customer complaining of your subpar service. I'm still waiting for the correct pieces to be delivered and have 2 pieces that belong to someone else! If I could give less stars I would. STAY AWAY FROM ARHAUS!!!!! read more

This is one of those reviews which, if you could give negative stars, you most certainly would. Long (painfully long) story short, my wife and I went into their store, placed an order of 3 different pendant lamps - call them gold, silver and bronze, only to later receive 2 gold and one silver...no bronze. I called to get it resolved, was told I had to speak to their store manager (Chris Patti) - who wasn't in - but that I could leave a message and he'd call me back the next day. Great! Next day...nothing. Ok, no biggie. Next day...nothing. Enter wife: "When are you gonna sort out the lamp issue - I'd like to get them hung". Word. I'm on it! Called store again. Same sort of thing. "Can I email him instead? Would that be better?" "Sure!", they said. At this point, I proceeded to detail our situation by email and, upon not hearing back from Chris, tried calling and then emailing every few days/couple weeks in hopes of a response. FINALLY, FINALLY, I got him on the phone and **POOF!!** Chris committed to getting everything sorted out. He looked up inventory, found the lamp in a few different stores and..."I'll get one shipped here or to your home ASAP...we've got plenty...just need to confirm things and can get back to you within a week or so. Worst case, we've got floor models here we can pull and get you one of those." Wonderful! Pretty annoying that I had to try so many times to connect but finally all would be good. A week, then two, passes and I'm back into the same vortex of emailing/calling... "Oh! You *just* missed Chris. Maybe try again tomorrow?" "Oh! He's on the other line but he's telling me he'll call you RIGHT back!". Nothing. I then decided to give up and called their HQ # (which I'd done originally but was told it should be taken up with the store in which I made my purchase. They have a "concierge" service, don't you know?! (ha!). Got a voicemail, left a message for someone. Got a call back a day or two later to which they missed me and left a message. I tried them back two different times to no avail. Never heard from anyone again. FINALLY I hear from one of Chris' colleagues by email (the "hand-off"...now a few months into this!) who, in two brief sentences, says, "Chris and I worked together to call all the stores but weren't able to find your lamp. All bronze lamps are now sold. Sorry." That's all. SO many things wrong with how this situation got handled - insult to injury by how incredibly easy it was to get it resolved. If I'm that annoying customer who insists on emailing you every two weeks, just shoot me a quick note and say, "Hey there, sorry, easiest resolution is to just come down to the store and I'll pull a floor model for you if that's ok.", which it totally would have been!! Instead, I spend more than 2.5+ MONTHS chasing down an inept manager/delegator only to be told they're now all gone. Of course they're all gone - you frittered away all the time when they were still available!! Sadly, Chris was actually a seemingly nice and genuine-sounding guy the ONE time we spoke by phone, so I actually believed he'd be taking care of the situation... Perhaps I should've taken a clue from the very first time I stepped into the store - several of us customers were standing/looking around trying to find someone to help us (including several people wanting to be rung up!) and they could barely coordinate themselves to walkie-talkie each other to send in reinforcements to help us all. Maybe the Walnut Creek store is just a training ground for all their new employees? Man, the # of times I tried to give them the benefit of the doubt... Needless to say, I will not be stepping foot into another Arhaus ever again and I pity you should you need to resolve an order from this store after the fact or deal with Chris Patti, whom I hope gets more training on how to effectively resolve customer issues. read more

Arhaus - My futile attempt to get an order resolved by email.... - Furniture Stores Near Me - Walnut Creek, California

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Well... fast forward a few years and GF and I went in after a very disappointing clothing shopping trip. The space is light, bright.... and now you can see the furniture! Amazing! Neither of us were in the need of furniture, but we really enjoyed looking. Think Restoration Hardware had a Ethnic French Country baby. read more

This review is I'm afraid discouraging .. it's primarily geared for the Walnut Creek store. Love the furniture but the staff is moody - the person that is extremely rude is the store manager Casey. She is as I mentioned rude, inattentive and basically a " who cares" attitude. She snapped at me .. literally snapped at me for pronouncing her name from saying " Casey" to how she says .." Caaaaseeeyyy".. instead of politely saying she would like to be addressed as " caaaassseeeyyy" instead of " Casey" she bit my head off. My transaction was going thru and no fault of the sales person , Jeffrey, else I would have walked out. There used to be another Manager there that no longer works there - he was a pleasure to work with. I hope headquarters is paying attention to the review and addresses this behavior. Shout out to Vince , Jeffrey and Bernadette ( although she's way to busy to pay any attention) for being helpful .. ie doing there job for what we pay a good price for. read more

I have been thinking hard about posting a negative review...but my patience is at the end. I like to share my experience with Youtube community and buyers beware! In Nov 2020, we purhcased Emory two piece sectional sofa with performance farbic, Emory ottoman and Sullivan media wall unit, total bill is about $10K. We understand it would take 16 weeks, but that was fine with me, knowing we spent money on quality and supporting American made! Arhaus builds their products in Furniture Capital North Carolina. Upon receiving them, in March 18, after movers had build the furniture, the the TV wall media center piece is defective, which the movers said that they will include this incident in their note and Arhaus would send us the replacement. Okay that was fine, see pictures for scratches. Wife also complained that the paint job is poor, and it is showing characters already when this is one day old. The quality of the sewmanship on the sofa was also poor, it has tons of winkles and it doesn't feel brand new. So I reached out to my sales Cece via email, but it went silence. It's okay if she missed one email no big deal. We then went to the store on April 10 showed her the pictures, she quickly apologized and agreed with us that they had done a poor job on the sofa said someone will contact us soon. That was still fine, We even picekd up another chair Walsh leather glider on the spot. I still have tons of confidence in Cece, and she has been awesome to work with. I followed up with Cece on 4/19 and 5/3, both times, she said someone will contact me soon, but in reality I have been ignored. Last text was on 5/7, she said concierge rep Eric Maenner will contact me soon and he will take good care of me. And now it is 5/18. No one ever reached out to me not by phone, not by text, not by email. :( I have waited for 2 months to post this. I think I gave Arahus enough time to respond. What should I do next? read more

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I was excited to purchase from Arhaus due to what they stand for as a company and since they are a boutique furniture store I knew I would be well taken care of. I spent $7,000 on 4 pieces of furniture on 10/2/22 with the expectation that it was in stock and will be at my apartment the first week of December. At the end of November, I hadn't received any updates for the delivery so I called the store and found out that the furniture I had chosen was actually not in stock, and would not be expected until mid-January. This was disappointing to hear, as nobody had reached out to me and let me know there had been a change in the order or delivery timeline. The store worked with me to pick out a new color of the furniture in order to receive it sooner, since I was sleeping on the floor for the last few months. They let me know that the order would be to the final warehouse by December 12th to be delivered to me by the end of the week. On December 12th I called to find out where the order was and it still hadn't left the first warehouse, and I was told it wasn't expected to be at the final destination pre-delivery until 10-20 days from the 12th, putting us at mid-January again for delivery. Again, no call or updates from the store, I had to reach out to figure all of this out. I also spoke with a different representative each time, either from the store or customer service, and not from my sales rep, Tonya, who was supposed to be keeping me in the loop. On December 26th I was told by customer service that the experience I was having was unacceptable and that they would be providing my information to the regional manager, Philip Whilloss, to discuss what was happening. This was right before the holidays and I was told he was on PTO, so I knew it might be a few weeks so I tried calling the store manager as well. On Dec. 27th I got ahold of the store manager Cassandra, and after explaining in detail what was going on, she promised me back the delivery fee of roughly $500 and she told me she would call me back on the 28th (the next day) at 1 pm. To this day, January 18th, I still haven't heard back from Cassandra despite multiple calls to the store and them telling me she would call me by the end of the day. At the end of December, the third party Fragile Pak who was delivering the furniture was ready to get it to me, but had to have permission from Arhaus to deliver to the 3rd floor. It took Arhaus over a week to get them the approval, pushing off the delivery until January 6th (over a month from the original delivery date, but still sooner than what was expected after all the chaos). Fragile Pak was great until later that night I figured out that one of the screws was loose, and damaged the bed frame when using the drawer. After further expectation, I figured out that the screws were put in at weird angles and not tight enough in most of the frame. I am now waiting on a replacement for the bed frame, and the replacement is only happening because I spent the extra warranty money during the original purchase, otherwise I would be stuck with the damaged furniture. They also promised the delivery fee back, but when I explained to them that I should have already received that back, there was nothing in writing with that happening, so at this point I don't know what I am getting in return. I have tried to get ahold of Cassandra at the Walnut Creek store twice this week, each with the promise she would call by end of day, and I have yet to hear from the regional manager. This is the worst customer experience I have ever had from a store, and extremely disappointing given the quality and experience they promise, and the amount of money I have paid. read more

I bought this sofa from Arhaus two years ago. As you can see from these photos, the fabric is pilling badly (the black dots)and the back cushions are already deteriorating. I believe it is unreasonable for a couch to last less than two years (We are empty nesters). I took the following steps: I went into the store to ask how these problems could be resolved and was dismissed by the sales person and told to contact customer service. I contacted customer service with no reply. I went back into the store with my bottom cushion and was told pilling was normal. First, when I bought the couch, I was told it was a high performance fabric. Obviously it is not. Second, I have had couches for over 20 years without ever having the fabric pill. Pilling is NOT NORMAL part of fabrics. When my complaint was dismissed again, I told them that unless my problem received attention, I would go on Yelp and explain what terrible customer service the store has. I finally received attention and the store contacted customer service for me. Arhaus's response for customer resolution: "We recommended shaving the sofa with an electric sweater shaver. Give us a call in a few months after using the sweater shaver if this issue has not gotten better or worsened; at that time, we would be able to discuss other resolution options." First, I'm not sure why I should go to the extra expense of buying an electric razor Even if I did shave my couch, it is unreasonable to ask a customer to do so , especially with the high probability that it will pill again. Arhaus did offer to replace my back inserts, but that would take 18 weeks! I know there was a supply chain issue, but that has eased up and even with a supply chain issue, I'm sure there are inserts available somewhere in the system. Between terrible quality and horrible customer service, I would steer clear of Arhaus. read more

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