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| - After spending over $18,000 at Arhaus, what a disappointing experience. Disappointing quality for the price and poor customer service. We placed an order for furniture early November 2015 and we are still waiting! I would suggest other options based on our experience below.
Our salesperson, who did come to our home for a consultation, was very helpful in helping us pick out furniture. After touting the quality of Arhaus furniture, we placed an order in November. Initially we were told that we should be able to get it all by December. We soon realized that that would not happen. We received a partial order delivery for two chairs and cabinets in December. One of the chairs had a pillow that was torn, as noticed by the delivery person, so that chair had to be exchanged. Also, after Arhaus sent a service tech to our home to adjust a cabinet, he said that he couldn't because the cabinet wasn't built correctly, so that had to be sent back too. Disappointing that we are already sending things back after the first delivery. Initially, there were only supposed to be two deliveries, the first half of our furniture, then the second.
At the end of December, we received another delivery including a coffee table trunk and base. The delivery person immediately noticed that the base of the coffee table trunk was damaged and needed replacing. So out of two deliveries, we now have two returns.
Let me mention that the Arhaus warehouse is in Ohio. It takes about one week to leave the Ohio warehouse, one week to get to the Phoenix delivery company, plus a few additional days to schedule in-home delivery It's about a 2-3 week process. The Phoenix delivery company starts to call us to schedule deliveries in January, but we ask them to wait until all the items have arrived so we don't have so many deliveries.
It is now early March (yes, March!), and finally, most of the furniture has arrived in Phoenix. I say most, because we are still waiting on non-custom furniture, which according to the Arhaus website is "In Stock". As I later find out from a Customer Care person, "In Stock," means nothing at all. Part of this delivery is the cabinet exchange which is again, the wrong one.
Then later in March, we have what we think will be the last delivery. Wrong, again! Of the four "In Stock" chairs, only two arrive and the cabinet exchange... you guessed it! Wrong one again. Having just got off the phone with Arhaus, they told me that they have no idea when the cabinet will arrive in Ohio for shipment to AZ and the two remaining chairs are somewhere in the Ohio warehouse, "but they have been looking for a week and cannot find them". They will call when they do. We are now hoping for a late April delivery.
I would like to reiterate that the the salesperson was very helpful initially with helping us choose what to buy. They are also paid on commission, so that is understandable. My impression, however, is that once the sale is made and Arhaus has your money, the customer service ends there. We have never received a call from our salesperson asking how things are going and if we are satisfied. The Arhaus store manager at Kierland Commons, Scottsdale, AZ, who we spoke to on several occasions about our situation was sorry and apologetic, but she advised us that she really cannot do anything and that we need to call Customer Care. Wait a minute! Didn't I buy my furniture here, not online? Once the sale is made, the store really doesn't want anything more to do with you. We have spoken with Customer Care countless times. Each time you have to start from the beginning and each time you get a different answer. At one point, even the delivery company called Arhaus. The delivery company then called me back and told me that Arhaus was completely disorganized and had no idea where the furniture was. Customer care is always extremely apologetic. They have agreed to refund all delivery fees, but it is truly frustrating to having to work with such a disorganized company.
I am greatly disappointed in the experience we had. We still have not received our complete order. We have been extremely patient throughout the process, but what a frustration. Every delivery has come with something that had to be returned (at no fault of the delivery company). For the price we paid and the quality we expected, it was a great disappointment. I am so glad we chose to make the rest of our purchases elsewhere.
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