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Slipcover Nightmare
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

DANBURY, CONNECTICUT -- I've had my Wake Ivory sofa & chair & a half since approx 2002. LOVE these pieces. LOVED my original slipcovers. After 3 kids, 2 dogs & 2 cats, multiple slipcover washings, I decided it was time for new ones! The salesman in the store was lovely. Once again, I selected washable fabric. I waited a bit for delivery, but nothing crazy. When the covers arrived, I LOVED them! They were so bright & clean looking. Perfection. Slid on with no issues. They were a bit different. The old covers had industrial Velcro on the inside to attach securely & shape to the frames. The old cushion covers also closed with industrial Velcro. The new covers for the frames just pulled on. The cushion covers had zippers.

I washed the covers after several months just like I had done for TWENTY YEARS! Machine was cold, no bleach, sure dry & put back on while still slightly damp. I couldn't get them back on!!!! My husband had to help me. It was a wrestling match to get them on!!! CRAZY! Several months later, I washed them again. Same way. This time, THEY WERE NOT GOING ON!!! I took multiple photos. Called the Danbury CT store & was directed to the concierge service. They were pleasant. I did all that they asked. I had kept my old covers. Thank goodness. They agreed to send replacement slipcovers at no charge. It took awhile to receive them, but they did stand by the product & finally they arrived. I was afraid to launder them!!! I did a few months ago.

HERE WE GO AGAIN… a Herculean effort to get these freakin' things back on!! But we did it. I just washed them for the 2nd time last week. AS ALWAYS, machine was cold, no bleach, air dry, put on while still damp. NO WAY!!! We tried EVERYTHING! These things were NOT going on this furniture! I immediately called a friend who owns her own business doing custom drapes, curtains & slipcovers among other things! I sent her photos & videos! Her comments were…1. Is the fabric really machine washable? 2. Was the fabric preshrunk prior to cutting? 3. Have the dimensions of the furniture changed since you purchased it? She KNEW something was terribly wrong!

I have ONCE AGAIN contacted the concierge service. Spoke with 2 different customer service reps. Sent my videos & photos. I've had back & forth emails. They sent me a video on how to put slipcovers on! I found that pretty insulting as I've had slipcover furniture for TWENTY YEARS from Arhaus! One of the emails says I can order the covers in a different fabric. That's very nice BUT WHY IS THIS OCCURRING???? Can they answer the questions asked above???? IF the answer to ANY of my questions is yes, this will just happen AGAIN!!!

I am frustrated beyond words. The holidays are fast approaching! I have a chair covered in sheets & blankets so the dog doesn't try to sleep on the uncovered frame & soil it. I have a sofa that needs the slipcover washed. I am terrified to launder it. The cushion covers do go back on although the fit is much more snug. I can squish the down cushions so the covers go on. Can't squish wooden furniture frames!!! I want resolution. I DO believe the company is trying. But how many times am I going to deal with this???? WHY is this happening?

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Defective Merchandise & They Don't Stand Behind Their Products
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

WALTON HILLS, OHIO -- Don't bother purchasing from this company. I visited the Arhaus store at Phipps Plaza in Atlanta, GA where Vannah was my associate. I fell in love with, and purchased the Eaton Dinning Banquette and Leighton Dining table in February. The items were delivered in September 2017 (because we decided to hold off on delivery while we were renovating).

Within a week of delivery I noticed that the finish on the dining table was peeling. I had been encouraged by Vannah to purchase the “Worry Free” protection plan which would take care of any issue with the furniture. I was reassured that the plan would either fix or replace the furniture if there were any issues with the product not performing well. So, I filed a claim with the protection plan. They sent out a technician, filled in the defective areas, leaving the table looking brand new again. I was very pleased at this point.

Now, fast forward a few months the exact same thing is happening. I filed another claim for the exact same reason, and now the new claim is being denied due to “excessive wear” which apparently isn't covered with the protection plan.

As I've expressed to Arhaus Concierge in an email (of which they haven't responded), there is no way that the same peeling that happened within a week of delivery can be considered “excessive wear” 4 months later. This is not something that I would have expected from a $3000 dining table. The quality of their furniture is of Rooms to Go or Value City with a Furnitureland South price point. They absolutely do not behind their products!!! Once the sale is made and they have their money they could care less.

Additionally, the fabric selection that was chosen for the banquette is HORRIBLE! It does not wear well, and is difficult to clean. I initially questioned whether this fabric was appropriate to use in our breakfast area. Again, I was reassured by Vannah that the worry free plan would take care of an spills or stains on the fabric. Being that she was considered one of their best interior designers, I trusted her when I was told that if they couldn't clean any future stains, the entire piece would be replaced.

This sounded reasonable being that we were paying $4000 for the dining banquette. What actually happens when a stain isn't removed with professional cleaning is they will send a piece of fabric along with a technician to reupholster the furniture. This wouldn't be such a bad option if the reupholstered fabric wasn't in worse condition than the damaged piece. This place is a complete RIP-OFF!!! Don't waste your money!!! Definitely don't worry with the “Worry Free” plan.

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Worst Service - Don't Stand Behind Products!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CINCINNATI, OHIO -- I have purchased many pieces of furniture from ARHAUS: sofas - shelving - bookcases - bedroom pieces - dining furniture etc. MY LATEST EXPERIENCE WAS A NIGHTMARE. I WILL NEVER PURCHASE FROM THERE AGAIN! My latest purchase was a $5000.00 sofa...not the quality I have seen in the past. Tried to work with them for months, but was unsuccessful in a resolve. Tried to resolve thru my credit card company but too much time had passed, attempting a resolve, 7 months.

Seat pillows uneven, not just slubby but gets deep creases in fabrics after only week of use, I purchased the extended warranty but means nothing! Don't waste your money. SO VERY DISAPPOINTED - WILL NEVER REFER ANYONE TO ARHAUS AGAIN...nor will I purchase so much as a candle from that company!!

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Worst Customer Service Ever!!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SCHAUMBURG, ILLINOIS -- I wish I had read previous reviews of this company. We ordered all of our living room and dining room furniture through them, October, 2 years ago. We got an incredible price and when I brought my husband back we ended up buying an additional floor model Curio cabinet but the light didn't work. We were told the light would be fixed when we got the piece. We put everything on hold to be delivered in March. Our decorator was amazing and wonderful. That's not my complaint.

My first complaint was that the light in the Curio cabinet was never fixed. The man that came out to fix it brought the wrong light bulb and never returned. My money was refunded for the Curio cabinet after 3 months of fighting with them. When I received the chairs, which are black, they were not finished. I was told that they were "distressed". Comes to be that every time I open my dining room table, and have guests sitting at those chairs, the chairs end up leaving a black line across my wall. The other day, a child knocked a chair over and it bumped into the wall, leaving a BLACK mark on my walls. I was told by the Concierge at CORPORATE, that it was my GUESTS' FAULT for hitting their chairs too hard against the wall.

There was nothing wrong with their chairs or that the black paint was rubbing off on my walls, it was merely my guests' faults, even when I told her that the chair was knocked over and left a mark. This was after sending pictures and a video of the damage their chairs were causing. Then when I sent an additional picture to show the chairs had paint on them from scratching the walls, I was told that I had damaged the chairs because they were distressed and that they would not refund my money or exchange the chairs. Funny thing, the chairs in my kitchen leave no marks on the walls and that area is even smaller.

I have argued for a week with them over this, reported it to Woodfield (who was appalled at corporate's answer) and was told that a supervisor at corporate would be contacted ASAP and I would receive a call within 24 hours. To date (5 days ago) I have received NO CALL. I now have a call into the manager at Woodfield to find out if I am EVER going to get a call or a resolution to this problem. Meanwhile, I had a painter look at the chairs and it turns out they were not "distressed" but unfinished. A lacquer coat should have been put over them. I am, indeed, receiving black marks directly from the chairs because they were never sealed!!!

Additionally, the cushions are breaking down and after having them only 18 months, one sits on the chair and just about falls through. I was told that the reason the chairs were lower than the table was because I was petite and I couldn't reach. But neither can my guests because the chairs are breaking down. I WILL NEVER PURCHASE A THING FROM THEM AGAIN. THEIR CUSTOMER SERVICE IS DISMAL AT BEST!!! Please spread the word! The concierge's name at corporate is Nicole. The manager was Gilbert but is now Michael! Oh and PS, my GREAT decorator is no longer there. What a surprise!

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Very Bad Customer Service and Delivery Timeframe!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

THE WOODLANDS, TEXAS -- In December of 2017 we went to Arhaus in the Woodlands Mall. We were shopping for a sectional couch and we ended up custom ordering one from them. They told us it would take 6 to 8 weeks. We really did not want to wait that long because we needed the furniture basically at that time, however after talking it over my husband and I decided that a few more weeks would be acceptable because we were very excited about the custom piece. The sales lady was very sweet and very helpful at that time.

We submitted our specifications, measurements, color and all the details of what we wanted in our new sectional. We were assured of the quality of our purchase and we would not be sorry for the 6 to 8 week wait. Well... 6 weeks, 8 weeks went by still no furniture. We did not say too much at that time. 10 weeks, 11 weeks, 12 weeks, 16 weeks went by not one word, phone call, text or email from Arhaus since we ordered the furniture.

My husband called the sales lady, she was unavailable so another lady said she could help him. When he gave her the info she said that they needed to collect the balance?? (What) We had opened an account with Arhaus in December to purchase the sectional. I have made 6 payments to date so he and I were a bit confused as to why she would say that.

When he explained to her we had an account she ok. She then told my husband that she would have our original sales lady call us. (Really)??! More than a week I would say. She also said that our order was not put in when it was suppose to be. She assumes because of the first of the new year. She told us she was sorry and that it should be here middle of April. NOT GOOD NEWS!! We are at a standstill in getting other pieces for that room, ok nothing we can do at this point.

April has come and gone... Still no furniture. I was getting REALLY upset at this point. I called the sales lady once more and informed her that the furniture still was not here and we had not heard from anyone. She told us that they were behind a week. (Really)??! More than a week I would say. She told me that the furniture would be ready for delivery by the 11th of May and to look for a call to schedule delivery. Guess what?? The 11th has come and gone!! So here we are 22 weeks, six payments later and no furniture!!! I received a text saying they would deliver on the 25th of May. Not sure what to expect. I guess they will...

I most likely will never buy any custom or furniture from Arhaus again. They have a nice entertainment piece that I like but at this point it is not worth the runaround and the wait that I have experienced so far. So I will look elsewhere for the other household items that I have not purchased yet. I do not at this point recommend anyone who is looking for furniture to purchase from Arhaus unless you do not mind a lengthy wait time. I am very disappointed in the way they have handled this matter and for the lack of empathy for our situation. I now have a credit line that I will never use.

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Defective Rania Chandelier
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

HUDSON, OHIO -- 8/5/17 we fell in love with the Rania Chandelier, ordered it from the Beachwood, OH location and picked it up at the store 3 weeks later. We were in the middle of a remodel, electricians had already completed most of their work but agreed to come out to install chandelier (it's about 24 lbs and our ceilings are high). They installed chandelier, only 1 out of the 4 light fixtures worked. They tried and we also tried different bulbs etc. We told them to leave and we would call Arhaus.

We called Arhaus, they have no support for electrical items like chandeliers, they said they would do an exchange, which meant having the chandelier UN-installed and a new one delivered. When we called, the concierge service was REALLY NICE and told us they would come to the house the following Friday. I took the day off work, no one showed up. When I called them back, they said, "Oops... someone forgot to check the stock, it's on backorder until NOVEMBER".

November came, I had to get someone to TAKE DOWN THE 1st defective chandelier... I called Arhaus back, "yes, it's in stock... we can set up a time". I asked for the last appointment of the day since both myself and my husband leave for work before 6:30am. We also work long days and usually don't get home until quite late... but, I told them if they made me the last appointment, I would try to leave work early. They called the night before and said, "we will be at your house between 7AM and 9AM!" By that time, my husband had to cancel a meeting because I couldn't change the patient schedule. They showed up at 7am and the invoice clearly stated “guest needs Delivery/exchange as late in the day as possible".

11/10/17 THE SECOND CHANDELIER DIDN'T WORK EITHER! This isn't like a lamp you can plug in to see if it works... it has to be wired into the ceiling etc etc... I had to call Arhaus again, I told them I didn't want a replacement. Once again we had to go thru the scheduling problems AND 4 phone calls the day prior to finally get them to come later in the day (as it was they showed up 30 minutes before the 'earliest' time frame they gave us... fortunately, I had a feeling and had left work early)... this was on 11/17/17.

I just called Arhaus (11/28/17), 'where is my refund'... "OH... Looks like accounting hasn't 'picked that up yet'" ... "I can handle that for you over the phone if you can give me the credit card information". I expressed again my dis-satisfaction with the product and the expense and time it has taken to install and uninstall and schedule pickups etc etc etc. they said "send us a receipt... we might be able to do something..."

However, my remodeler isn't willing to tease out specific charges to our overall bill. I asked for a small gift card consideration but they said NO, I can understand since I can't produce an actual invoice due to the remodel... but, as a regular customer, you would think a gift card would be appropriate. I have purchased a chandelier from a different company (and have to get someone to install that one too!).

I am warning you NOT to purchase this chandelier!!! 2 defective ones and the hassle of installations, pickups, having to call to get the refund processed... I own at least 20 Arhaus furniture items and have been quite happy with them... I've decided they aren't getting anymore of my business.

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Dinning Table
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

WASHINGTON -- Not what we expected. The table top is solid Walnut and looks beautiful. BUT....it arrived scratched on top and a gouge on the side. The base is cheap metal and labeled "Made in China". Very cheaply made. It is mostly just spot welded and painted black. Ours had a big bare metal spot. The bottom edges are sharp. NOT worth the price! Customer service has been awful. They have never once returned any of our multiple calls.

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Excellent Service
StarStarStarStarEmpty StarBy -
Rating: 4/51

SOUTH BARRINGTON, ILLINOIS -- Excellent service, sales to the concierge. When I had a question to the customer service on the phone, they were all very pleasant and very helpful. My only suggestion is Arhaus needs to change their delivery service. They failed to call me when they were supposed to. I had to call them, I wondered if item was going to be delivered. When they showed up I didn't feel the delivery people cared about what they were delivering. Now Macy's rolled out a red carpet and the delivery men, excellent customer service. Overall the quality of the club sofa I purchased was beautiful - very well made. I would recommend Arhaus for quality fine furniture. Be warned about the delivery service. Delivery service is why I only gave 4 stars. Otherwise, I give Arhaus 5 stars.

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Defective Leather Cushion After 13 Month, Leather Is Peeling
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

AKRON, OHIO -- After 13 month the leather cushion of our leather chair started to peel. Arhaus told us that leather can deteriorate after time and would not warranty this issue. 13 month is not a long time and it's only 1 out of 5 cushions. All I'm asking for is replacement of that one cushion.

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Table Not as Described or Pictured Slow Service Follow Up
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Ordered table and it was not as pictured or described. It was sold as 'solid wood'. The actual table was some sort of plastic or resin infused composite. It looked NOOOTHING like the picture. Called and the only positive experience was the first person I spoke with, I sent her pictures and she said 'oh you're right. I've seen this table and it usually looks nothing like this'. What?? They seem to have no quality control for the outsourced products they are selling. She arranged to get me in touch with concierge and things went down from there.

On a positive I would say if you are going to take the risk of purchasing use a card that has purchase guarantee and plan on using several hours of your time over a number of weeks. There was no follow up from the concierge to get this large table out of my house. I had to make numerous calls, the best of which was to my AMX and had them open an investigation.

One very sad thing about the delivery, the guys were very nice and professional [also an outsourced company naturally]. They didn't arrive to pick up the table until about 830 pm and said they'd had like 15 deliveries that day and when they said the range of areas they'd delivered I was flabbergasted. Driving ALL over So CA in fire season. I would not buy again just for that reason.

After the 'not as advertised' table was picked up I checked back with AMX and they still hadn't credited my AMX. Truly bizarre that they also don't seem to care about their vendors let alone the paying customer. They finally credited the table less $140 for the original deliver. Unbelievable. They need to incorporate cost of returns into their plan as from reading these reviews there are many customers doing just that! [as a frame of reference I've written one other review in the last 2 years and it was positive]. I think this is a money laundering set up and they should make if for a Season on a streaming channel we can all watch, and turn off as soon as we tire of it.

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Arhaus Furniture Rating:
Star Half star Empty star Empty star Empty star
1.3 out of 5, based on 35 ratings and
36 reviews & complaints.
Contact Information:
Arhaus Furniture
7700 Northfield Road
Walton Hills, OH 44146
1-866-427-4287 (ph)
www.arhaus.com
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