Arhaus Tracking Order Status

UPDATED… I finally reached someone at corporate headquarters. Todd Bauer, VP of Customer Service. He’s only a couple of months into this role - trying to fix the customer experience issues at Arhaus many of us have been frustrated by. Once he got involved, (1) he acknowledged they missed the boat on several occasions where I deserved better, (2) he moved quickly - within 1 day - toward a resolution we both found satisfactory. My advice - until Todd can revamp their current processes, continue pushing until you get help from HQ. You can absolutely request someone beyond the “concierge service”. Todd was fantastic, seems to be the right guy to help this company. I wish him well. Because of his involvement, I give them 3 stars vs the 1 star I had initially given. OLD POST: After a year of fighting with Arhaus about their “worry free” warranty on a ~$10,000 sofa (in a year, not a single person returned my call… you have to spend hours trying to track someone down - the store manager finally helped me), they didn’t take any action until I threatened to file a complaint with the attorney generals office. Today was the day they were supposed to replace all the cushions. Their “concierge service” just showed up, dropped off boxes of cushions, and said “we were instructed not to install them for you. Sorry”. And they left. Are you serious!?!?!? What company sells you a “worry free” warranty, then when it breaks, they drop off a box of parts and say “fix it yourself”???? These are impossible for 1 person to swap out on their own do to the fit/size, so now I have to find it hire someone to install these for me. I’ve had it with this company. It’s complete garbage. First call this morning is to the AGs office.

UPDATED… after a year of being frustrated by the “concierge service”, I finally reached someone at corporate headquarters. Todd Bauer, VP of Customer Service. He’s only a couple of months into this role - trying to fix the customer experience issues at Arhaus many of us have been frustrated by. Once he got involved, (1) he acknowledged they missed the boat on several occasions where I deserved better, (2) he moved quickly - within 1 day - toward a resolution we both found satisfactory. My advice - until Todd can revamp their current processes, continue pushing until you get help from HQ. You can absolutely request someone beyond the “concierge service”. Todd was fantastic, seems to be the right guy to help this company. I wish him well. Because of his involvement, I give them 3 stars vs the 1 star I had initially given. ORIGINAL POST: Not worth it, they don’t stand by warranty. Spent $10,000 on a custom leather sectional. The cushions didn’t last 18 months. Despite the 3 year warranty where they say “if you’re unsatisfied for any reason, we’ll replace them”, they won’t stand by it. Out butts hit the wood on the seat cushions. And non of the back rests held shape… they sagging and about 1/2 “full” now. They won’t even send anyone to look at it. You send in pictures and they say “nothing we can do. That looks normal”. You can prob get a $800 sofa on Wayfair that’s better quality. I’m gonna file a complaint with the attorney general’s office. This is total crap.

Update: I reached out to the social media response team. My issue below was addressed within an hour. They listened to my concerns with the lack of timely responses and provided a few solutions to resolve my issue. I’ll gladly make another purchase from the company. Issue Below Resolved: Interacting with their care team will make you wish you had never done business with Arhaus. I have a piece from the Porto collection. I loved it and used it year round until the fabric rotted on me. I’m disappointed and can’t recommended their outdoor pieces for anyone looking to purchase this unique style, mainly due to my interaction with the care team. Purchasing additional pieces after this latest interaction seems like a waste. After 1.5 years of owning my outdoor set, the fabric started to deteriorate. It would come off on our clothes, leaving grey fabric dust all over us and eventually the fabric ripped. I was about to replace it with a local repair shop because I love the style and I hadn’t intended on buying such an expensive ‘fast fashion’ piece of furniture, but wanted to check on a warranty claim first after reading about olefin fabric durability and realizing Arhaus has a limited warranty on outdoor fabric. I emailed on 11/29 to start an inquiry, and called on 12/2 after I didn’t receive a response. I followed up twice via email on 12/9 and 12/22. During a follow up call on 12/23, I was told that animals caused the damage and it wasn’t considered a fabric defect. Then the care rep said maybe it wasn’t animals, but it was intentional damage. Fabric weakening wasn’t caused by animals, and the rips and tears occurred after the fabric started to dry rot. On the call recording of the latest interaction, you can hear me pause (a bit in disbelief) after the rep asked me if I noticed the dry rot in August, why did I wait until December to report it? While it wasn’t said with malice, the implication was disappointing that my damage was intentional. Needless to say, the team will not be moving forward with my claim. I asked for a reply to my “case” to timestamp if I even get the courtesy of a response. It's been a few hours and I don't have any response to my email thread saying my case is closed. I have several large pieces and was considering more, but the lag in care is disappointing, and I wish I had never reached out. This was a poor experience. I could have had a local repair shop re-upholster my pieces by now instead of waiting countless weeks for an unresponsive concierge department to ignore my inquiry.

Arhaus is a lovely store in Plano/ Frisco Texas area. Debra Cleare helped us with bedroom furniture, accessories and tables. She has a flare and creative abilities which we appreciated. Debra answered all our many questions and offer good advice. The Bostics

I was worried about getting my furniture after reading these reviews, but I called and the representatives were super helpful in getting me scheduled. One of my items will be a few weeks late, so the others hadn't been scheduled yet, so they split the order for me and now I'm getting the other items in the next week and will just wait a little longer for the last one. This stuff happens!