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April 2024 by Christina Olsen
We bought almost our whole house worth of furniture from this place. We complained about the coffee table that we bought from them which ruined our brand new hardwood floors, and all they wanted to do was give us a credit for the coffee table. The Floors cost us another almost $7000 to get fixed and we still haven’t heard from them don’t ever buy from them! They are terrible.
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March 2024 by Sarah C.
I purchased a ~$10,000 modular couch from Arhaus less than 1 year ago and am having an issue with the furniture I was informed is "covered by warranty." (Cushions are coming apart and feathers are spilling out everywhere). I reached out to customer service in JANUARY and have since followed up 3 times seeking resolution without response. When you call their customer service line there is never anyone available so you have to leave a message. I have left at least 3 messages and have not been helped.Their furniture is expensive and I thought I was buying quality and service. Now, I have to believe that your money is better spent elsewhere. The cheap construction of the furniture causing my need for customer service assistance and the lack of support with the issue is unbelievable and inappropriate for the price of the furniture.I do not recommend purchasing anything from them. Save yourself the hassle.
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March 2024 by Stephanie Ortega
The staff at this location need to be retrained in customer service it is absolutely deplorable. My family and I were in today to look at furniture to furnish my husband and I’s new home. The entire time we were there not one sales associate came up to us to see if we needed anything, after viewing the store and not really finding anything to our liking we decided to leave to look at other places nearby. As we were exiting (quite literally walking out the door) this woman employee approaches us with a horrible attitude asking us if we needed anything. Obviously we did not as we were making our exit but my mother in law kindly stated “no thank you” the woman proceeded to give us a dirty look and literally rolled her eyes as if to say “of course not”. Her attitude was so disgusting and off putting my family and I will never be back and we will not be recommending to others.
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March 2024 by Jakub Mroz
Kat took care of us, a good couch was recommended and the buying experience was awesome.
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March 2024 by Konstantinos Kourpas
We paid over $30,000 to get our furniture from this place. The sales person recommended also to get the extended warranty… Neither Arhaus or the extended warranty want to fix our furniture… People don’t buy from Arhaus or their extended warranty , it’s not worth the money… The quality is worst than IKEA…
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March 2024 by Sushant Kapoor
I am writing this review after exhausting all of my options and patience with the Arhaus team. The customer service is concerning and abysmal! The solutions are not friendly to the customer and shift the burden of risk onto the consumer. Let me share my experience.I purchased ~10 pieces of furniture on a single order equalling ~$25K. The piece I waited ~4 months for was a single piece sofa. When it finally arrived on my third delivery, it was noted to be too wide and too tall to bring into my apartment. I was told, by the customer service rep that the delivery guy spoke with, that I could keep it and try to sell it on my own or return it. I chose to return it because the former recommendation was ridiculous. I was informed that someone from Arhaus would get in touch with me over the next few days. After waiting 72 hours without communication, I called the customer service line and they were surprised no one had contacted me so they escalated it to the regional manager. I was informed that the regional manager would get in touch with me over the next 24 hours.The next day, I received a call from the design consultant I had worked with at the store. I was told that since I had changed the fabric on my sofa, it was a custom piece and I could not return it, unless I wanted to take a 50% loss, which would equate to ~$2500. The recommendation was made to speak with a furniture specialist that disassembles furniture for the move and reassemble it in my condo unit. I was told that they had utilized this professional several times before and customers had been satisfied. I asked if Arhaus would guarantee this service in case the structural integrity of the sofa was compromised and I was told no. I would be taking the risk on my own. I also would have to pay ~$900 out of pocket for this service. I asked why the referral/recommendation was being made when Arhaus cant guarantee my furniture and the consultant reiterated the two options I had (Return vs. disassemble). I then reached out again to the consultant and asked if this service would void my warranty on the sofa. The consultant replied "Yes." So at no point was a customer friendly solution offered. I had very close follow-up at the time I was selecting my furniture and paying for it. However, when I had an issue with 1 out of the 10 pieces, I had to do most of the follow-up on my own.1. I waited 4 months for this delivery. When there was an issue, I had to call to discuss why I had not received any communication after returning my furniture2. I was told I either lose 50% of the money on my sofa by returning it or I use a recommended service that would incur additional cost and take on the entire risk of compromising the structural integrity of the couch.3. This service would also void my warranty4. The solution absolves Arhaus completely. If after assembling my sofa felt different, then it would be my responsibility. This is ludicrous for a customer service business.This is one of the least helpful customer service experiences, from a brand that is considered higher end. There was no grace or flexibility provided for my issue, which is NOT unique.Arhaus is in the customer service business. Yet, I do not feel there is any customer-centered solutions once the customer runs into obstacles. I am now going on a 5th month without a sofa while still paying for it.
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February 2024 by Ursula sienko
I purchased a beautiful marble table and chairs, couch and run. Love it all ♥️
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February 2024 by Iced Hot Chocolate
Their Oakbrook location and Arhaus concierge customer service is a joke as already mentioned by other people. You are being treated good until you paid. After that nobody cares about your order nor the product. (Before you sign and pay, they will keep calling you but once paid, you don’t even receive any information about delivery schedule before you call five times and request the information) We spent over 35,000 dollars to update our furniture and i can confess I still love their design but will never purchase anything from Arhaus again after a couple of incidents we had to go through. And the reason why is due to both the quality and customer service.I start with a SAFETY hazard first. Yesterday our $1000 dollar arched bronze floor lamp fell down in the living room, in the middle of nowhere, and luckily there was nobody underneath. We found out the heavy base is not leveled anymore and it started keeping falling down. After we tried many attempts of tightening up the pole, we realized it is caused over time (we used 6 months) due to the engineering defect. We took a picture and talked to somebody in Arhaus concierge customer service, and the first thing we heard was “we can not do anything because it is over 30 days return window.” Not even mentioning that how condescending the tone was, repeating the same thing “it is out of the 30 days of manufacture warranty window”. I would understand if that is their policy, okay that is their policy. But i wished i knew their products were meant to last only 6 months for the price $1000. Ridiculous. If you are planning on purchasing something from Arhaus, be aware that this can also happen that your product fails, and you will have to waste your money because their is absolutely nothing they can do.As for Communication/ customer service after you pay - I would give 0 star/Delivery scheduling - nobody cares, oakbrook sales people keep saying that that is not their job and has to be via direct communication with third party/ average delivery time is over 2 months, for a couple of products we waited for 3,4,5 months, which was not explained at all upfront to the customer/Overall, honestly i still can say i love their design but I was blind because of that, and tried to justify so many things. But if i can go back, i would not make the same mistake purchasing products from arhaus just because of the design.
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December 2023 by James Esposito
We have had good experiences in the past while purchasing and browsing the Oak Brook location however I will never go back to that location. During Black Friday I had wanted to purchase an item in the clearance section but was told it was sold already. I asked if an item is sold why is it still displayed. He actually didn't want to sell me the item because I believe they had a clearance tag on it with incorrect pricing even though he verified the sku# was correct on the tag to the item. So he gave me a lame excuse that it was sold. I called the next day to speak with someone about this and was told they would call me back right away. I haven't received a call back yet and don't expect one. Unfortunately not only have they lost my business but I will not recommend them to friends and family. Terrible customer service!
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December 2023 by Jeighsen Christiansen
I love this store and everything they have to offer. During my most recent visit I met Jane and the other team members. Everyone was so helpful and genuinely kind. If I could give 6 stars i would!!!!!
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October 2023 by Michelle
I was nervous after reading the other reviews about delivery and damaged furniture, but we had a great experience. The third party delivery service called and emailed us when promised, delivery occurred a week after our purchase in store, and the item arrived without any nicks or damage. The 2 men who assembled it were professional although they did not really speak English. Would order from Arhaus again.
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September 2023 by Deb D.
In August we had a wonderful first visit at Arhaus with our sales associate in Oakbrook. We were considering buying a dining room table, six chairs and a wall unit. She was so helpful and pleasant and showed us a beautiful wall unit, however we were concerned it might be too large for our room. She also showed us a dining room table which we liked and were also considering. After measuring, we discovered the wall unit was too large but we were excited to purchase the table. We returned the next day and she was there but with an entirely different personality when we stated we were only purchasing the expensive dining room table. She barely spoke two words to us and gave us no information about the table except the price, delivery fee, etc.. I was tempted to ask for a different sales person but she had already prepared the bill. We paid and was told it would be delivered in a couple weeks. Our delivery came on time and everything looked fine. However, two weeks later we had a small dinner party and afterwards noticed some stains on the table. We assumed the table was sealed as it is a dining room table, but were surprised when the spots didn't wipe up. There was no information nor did our sales girl relay to us that the table was NOT sealed. We called Arhaus the next day and the customer service rep stated they do not seal their tables and are not responsible for the finish of the tables. We stated there was no information telling us nor were we relayed this VERY IMPORTANT information and this would have been relevant in our decision in purchasing this table or not. They were not willing to send anyone out to fix it or pay for any repairs to the table. She continued that they would NOT cover any structural damage if in fact we get the table repaired and then sealed. So much for backing up your product!! We seldom ever write reviews but people need to be warned about this store and their lack of standing behind their product. We have had our table covered since this incident and just recently sent it out to be repaired. We would strongly suggest you don't shop here!!!
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July 2023 by Daniel C.
Pretty unfortunate, and long, service experience. I've been trying for over 18 months to get Arhaus to fix a defective sectional sofa we purchased from them. The Arhaus service approach and follow-up is supremely frustrating. After having a technician attempt to fix the defect on site, and 2 follow- up visits, we still have defective sofa. I had a confirmed appointment for another technician visit today, only to find out that Arhaus canceled the confirmed appointment without any contact with me, the customer. I'd recommend avoiding Arhaus.
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June 2023 by San
Where do I began. Let's start with the sales people. They are horrible!! First of all they are employees and I quess part of there job is to lie, lie, lie to the customers but you want our business. As a business person myself I would not tolerate this at all. I have purchased lots of furniture from this store. It looks good online and in the store but when you get the product it's a different story. I have returned pieces several times. Still not Right. The employees constantly lie and say the manager is always in a meeting. So the manager don't want to talk to you, it's obvious. Remember you wait months and months to recieve the merchandise. I have spoken to customer service about this last console table that has been delivered 4 times still not Right. I will be reporting this to the FCC and FTCand BBB because this is not right. So trust and believe all the other reviews are correct. Wish I read the reviews before going to this store.
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May 2023 by Eduardo Camacho
We had a mixed experience with Arhaus. We ordered a custom sofa that arrived with the fabric oriented in the wrong direction. To Arhaus' credit, they quickly admitted the mistake. We were upset by the situation but our sales associate, Jesse Rodriguez, remained poised, professional, and communicative. Our experience working with Jesse was exceptional. We resolved the mix up, and appreciate the way Arhaus addressed and resolved the situation. We will definitely return for future purchases.