FREEHOLD, NEW JERSEY -- I purchased a couch in August 2016 and paid nearly $3,000 from Arhaus furniture store in Freehold, NJ. I noticed that within a few weeks of delivery, the couch made a loud squeaking noise whenever anyone sat or moved on the couch. I called the Concierge and reported my complaint. A furniture expert came to our house and although he mentioned that there were no apparent structural issues, he could clearly hear the squeaking noise and believed that it was a matter of adjusting one of the legs, however, he would have to submit the report before making any corrections.
Several weeks passed and no one contacted me, I had to call and was advised that there was nothing to be done and refused to give me a copy of the report. I was infuriated to say the least and called the Freehold store and requested to speak with the manager. The manager never came to the phone and the following day I received a call back from an associate advising me to contact the Concierge as there was nothing they could do. As I tried to explain that I already went through that process, I was constantly interrupted and told that there was nothing they could do!
This was my first experience with Arhaus and my last. I have bought furniture from Ethan Allen and the high quality and superb customer service is unsurpassable. Luckily, I contacted my credit card company and placed a dispute and they assisted me since Arhaus was not willing to rectify the problem, the credit of the purchase of my couch is now permanent.
Actually, I would have preferred if Arhaus had picked up my couch so I can actually go back to Ethan Allen and purchase a couch which is constructed in high quality. I would highly recommend NOT to purchase any items from Arhaus as you will never get anything resolved if you encounter any issues with the product, in particular if you are dealing with the Freehold, NJ store.
DEL AMO, CALIFORNIA -- I bought the Sawyer Leather swivel chair and sofa. I bought it online so not exactly sure what warehouse/store it came from. After unwrapping the furniture I discovered many many flaws/marks/scratches on them. I took pictures which are hard to see the damage in reality and sent them to them as requested.
Haven't heard a peep back from them. Been a couple months now. The least they could do at this point is knock off some $$ but they know they pretty much have you because everyone gets rid of their old furniture. Love it otherwise. I just make sure to tell everyone buy AT ARIZONA Leather not ARHAUS. I only bought here online instead of Arizona leather because my husband is housebound with ALS so it is hard for me to get away.
NAPLES, FLORIDA -- Purchased a leather sofa custom color of taupe. It has a chaise on one side. After 5 months of use, the sofa is "oil stained" from where the head rests while using the chaise. There is no way to clean... The company won't exchange, refunds, or do anything to rectify. The sofa was $5000 and we purchased upwards of $20,000 at the time the sofa was purchased. The "concierge" could care less, was paid just to say, "I'm sorry. There's nothing we can do." The salespeople and manager weren't any different. It's sad to say... We'll not be purchasing from this company ever again.
COLUMBUS, OHIO -- I bought 2 beds, bedside tables, dresser and bedding and a coffee table and end table for the living room. I had excellent design advice and have been totally pleased with the furniture. The color wasn't what I had hoped for on one of the beds and Arhaus replaced it for me without any difficulty.
DENVER, COLORADO -- I recently purchased the Kensington Bench in Brown with the understanding from the description that it was "Handcrafted from solid reclaimed pine that has been salvaged from old doors, homes, boats and barns in rural farming regions". I am not sure exactly which rural farming regions the handcrafted pine is from as it came with a massive "Made in China" sticker attached to the back. Disappointing quality. The item is much darker than pictured and strongly resembles a piece on Overstock for 1/10 of the price!
LITTLETON, COLORADO -- I selected furniture totaling $20,148 and gave a 50% deposit. The agreement stated that the special order goods would take "up to 12 weeks for production". It is now 13 weeks and no delivery date in sight, maybe by the end of May which would place it at or about 17-18 weeks. And the salesperson told me that they manufacture their upholstered furniture but when I called the corporate office I was told that the vendor manufacturing the sectional that I ordered had fabric issues. They refuse to offer a refund and since I didn't find out about the delay until I called - at 12 weeks - to schedule delivery, I had already sold my old furniture. Buyer beware!
RICHMOND, VIRGINIA -- Ordered Oct 2015 and delivery promised before Thanksgiving. Delivery finally made 1/2016 but only after Regional Manager got involved and then 3 of 4 chairs had came that was not made properly. Now 2/10/2016 still waiting for replacement chairs. I would never do business with them again!
LEXINGTON, KENTUCKY -- My husband and I bought one couch, two chairs and two bar stools. Our sales representative said that there was a special promotion that meant we could order any item of furniture with any fabric for no extra charge. We ordered the Seneca couch and chair in leather, as well as the slipcover chair and two bar stools. We had a written contract for the total price of $5,506. The furniture was to be delivered in eight to ten weeks. We wrote a check for half of the purchase amount, and agreed to pay the rest of the amount when the furniture arrived. This was on Saturday, December 3.
On Tuesday, December 6th, our salesperson called and said they would not honor the contract unless we paid an additional $2,800, above the purchase prices of $5,506. I found this demand bizarre and outrageous. Cancelled the transaction and put a stop payment on my check. The salesperson called back and suggested that I let the check go through, and let them give me a refund, to save myself the stop payment fee on the check.
I assume they think I have the brains of a gerbil - why they think I would trust them to refund my money when they have proven themselves dishonest is beyond me, and I find the entire experience fraudulent and blatant bait and switch. I have copies of this contract and will be filing a complaint with the Better Business Bureau. Do not do business with this company.