Complaints

This profile includes complaints for Arhaus Furniture's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Arhaus Furniture

  51 E Hines Hill Rd Boston Hts, OH 44236-1151

• 

  Arhaus Furniture

  1980 N Clybourn Ave Chicago, IL 60614

• 

  Arhaus Furniture

  500 Route 73 S Ste E4 Marlton, NJ 08053

• 

  Arhaus Furniture

  7875 Montgomery Road Suite 3115 Cincinnati, OH 45236

• 

  Arhaus Furniture

  155 Culver Road, Suite 100 Rochester, NY 14620

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a horrible experience with Arhaus since day 1 of placing my order for a couch. My original issue was resolved however years later (within my extended warranty timeframe) I had to open a claim. I had almost 2 years remaining on my warranty and was having issues with my couch which a technician said needed repairing or replacement. After MONTHS AND MONTHS, I get a denied claim. I just opened a new claim on my couch. I own 4 pieces, one has these hazardous small balls that fall out, 3 of the pieces squeak terrible when you sit on them and one piece is sunken in. I’m a small girl (120 pounds) the issue isn’t in weight, we don’t have kids and we have 3 small dogs. I hate to come off demanding or as a ***** but I just want my expensive couch that I paid to have an extended warranty on replaced. Please help!

  Business Response

  Date: 07/09/2025

  Hello ****** ***********,
  
  Thank you for reaching out and sharing your experience. I’m truly sorry to hear about the ongoing issues you’ve encountered with your furniture and the frustration this has caused.
  
  We understand how important it is to feel confident in your purchase, especially when it involves a significant investment and a WF warranty.
  
  I’ve reviewed your case history and reached out to both our Worry-Free Protection team and our internal technician department. At this time, we have not been able to locate any claims or service records associated with your warranty in our system.
  
  To help us investigate this further and ensure we’re addressing your concerns appropriately, could you please provide any documentation you may have regarding the denial of your previous claim? This could include a denial letter, email correspondence, or any reference numbers you received. Once we have that information, we’ll be able to escalate the matter and work toward a resolution.
  
  We’re committed to making this right and appreciate your patience and cooperation as we work through the details.
  
  ***** *******
  Voice of Customer Analyst
  ARHAUS | Your Home
  ** ************
  ** ** ***** **** *****
  ****** ******** ** *****

  Customer Answer

  Date: 07/09/2025

   I am rejecting this response because:
  
  I do not trust that my issues and concerns will be fully addressed. I also opened a claim on every piece of the couch that was available in the drop down but it was missing one of the pieces of my couch that has damage. I will not accept the business response until my entire technician repair or replacement is done.
  
  

  Business Response

  Date: 07/10/2025

  Hello Ms. ***********,
  
  Thank you for your response. I understand your frustration, and I want to assure you that we are committed to fully addressing your concerns.
  
  I’ve reviewed your case history and reached out to both our Worry-Free Protection team and our internal technician department. At this time, we have not been able to locate any claims or service records associated with your warranty in our system.
  
  To move forward, I will need your assistance in providing documentation. Currently, we do not have any open cases related to your furniture or any Worry-Free claims filed with FSN. To help us investigate this further and ensure we’re addressing your concerns appropriately, could you please provide any documentation you may have regarding the denial of your previous claim? This could include a denial letter, email correspondence, or any reference numbers you received.
  
  Additionally, I’d like to clarify that the Worry-Free Protection Plan you purchased is not an extended warranty. It is a protection plan designed to cover accidental damage that may occur after delivery and outside of the manufacturer’s warranty. If you filed a claim directly with the warranty company, we will need either the denial letter or your claim number in order to investigate further, as we currently have no record of this claim in our system or theirs.
  
  If you’d prefer to discuss this over the phone, you are more than welcome to give me a call. I’d be happy to speak with you directly to better understand your concerns. My direct number is *************
  
  We appreciate your cooperation and look forward to resolving this matter for you.
  
  ***** *******
  ***** ** ******** *******
  ****** * **** **** ** ************ ** ** ***** **** *****
  ****** ******** ** *****

• Initial Complaint

  Date:07/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I purchased outdoor patio furniture from Arhaus last November (11-19-24). We purchased the canyon wf/pm 72” w sf and 96” w sf.
  
  We returned the 72’ outdoor sofa with a 10% restocking fee but never received the refund. We’ve called more than 6 times and keep getting the run around about it being applied to another order which it was not bc all future orders were paid in full and we were told by multiple associates that the refund wouldn’t be processed till the sofa was returned back to warehouse. The last conversation with a rep, she agreed that there was not any way for an exchange refund to be applied to a future order because refunds for products aren’t processed till the item is back at the warehouse and not giving at the time that a new order being processed.

  Business Response

  Date: 07/09/2025

  Hello ******* *****,

  Thank you for bringing this matter to our attention, and I sincerely apologize for the inconvenience and frustration you’ve experienced regarding your refund. I want to assure you that I am currently reviewing the accounting details related to your order, including the return of the 72” outdoor sofa and the associated 10% restocking fee.
  
  I understand how important it is to resolve this promptly and accurately, and I am actively investigating this and will provide you with a detailed update as soon as I have completed the review. Please rest assured that I am committed to resolving this matter fairly and efficiently.
  
  If you have any additional documentation or details that may assist in the review, feel free to share them with me directly.
  
  Thank you again for your patience and understanding.
  
  ***** *******
  ***** ** ******** *******
  ****** * **** ****
  ** ************
  ** ** ***** **** *****
  ****** ******** ** *****

  Customer Answer

  Date: 07/10/2025

   I am rejecting this response because:
  This is the response my husband and I hear EVERY time we have called Arhaus customer service and hear nothing back. Arhaus will not ship any furniture to you without payment. We paid for the 72” and want our refund asap. Minus the restock. There should be no confusion on ANY end. Looking at reviews this seems to be a common issue. Please advise asap. 
  
  

  Business Response

  Date: 07/11/2025

  Hi *******,

  I wanted to follow up with you regarding your return. I’ve reviewed your account details, and it does appear that the return was applied to a new sales order — *********** — for the CANYON WF/PM 96"W SF, that had a balance of $3,526.15. This transaction left a balance of $1,539.27.

  However, on the same day, it looks like two deposits were made by you, which resulted in a credit balance of $1,384.93 owed back to you. According to our records, that amount was refunded to an American Express card on April 8th.

  I’ve attached a copy of this transaction for your reference. If you have any questions or would like me to walk you through the details, please don’t hesitate to reach out. You’re more than welcome to give me a call at *************

  Thank you again, and I hope you have a great day!

  ***** *******
  ***** ** ******** *******
  ****** * **** ****
  ** ************
  ** ** ***** **** *****
  ****** ******** ** *****

• Initial Complaint

  Date:06/26/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  8/26/24 I bought 3 items from this store. All three arrived at my home. Two items in great shape 1 was damaged so I requested to return for the damaged item and the delivery service left with the piece. I still have not received my full refund. The store returned part of the money to a closed bank acct and I cannot seem to get the help to resolve this. My bank states they rejected the monies since the account was closed and Arhaus has the money. No one is returning my call or helping resolve the issue. They now have the furniture and my money. I met w my bank today and they said it is clearly still with the retailer. I cannot get any help.

  Business Response

  Date: 06/27/2025

  Hello ****** ******,
  
  Thank you for bringing this matter to our attention, and I sincerely apologize for the issues you've experienced with your refund.
  
  I’ve reviewed your case and want to clarify that, prior to yesterday, we did not have any reports submitted to our Concierge team regarding this issue. However, I do see that you spoke with one of our agents and were then escalated to a supervisor yesterday. At that time, you were advised that we would reach out to our Accounting team to investigate the refund concern.
  
  We are currently awaiting a response from Accounting, and once we receive that update, we will follow up with you directly. Please rest assured that we are actively working to resolve this and will keep you informed every step of the way.
  
  We truly regret the inconvenience this has caused and appreciate your patience as we work to make this right.
  
  ***** *******
  ***** ** ******** *******
  ****** * **** ****
  ** ************
  ** ** ***** **** *****
  ****** ******** ** *****

  Customer Answer

  Date: 06/27/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [[BBB transcription via transferred Fax, see attachment for complete complaint details]]
  
  Re: Sales Order #**********
  Dated 5/21/21, Delivery 12/29/21
  
  Gentlemen:
  
  This order was a $10,000 Brentwood Sectional Sofa. recently moved from Pearland to Cypress and apparently the charger adaptor was lost. I have called the local store 4 times, your so called "concierge" 5 times, left messages and no return calls or assistance with this matter. The sales person I dealt with is no longer with the store and the "store" told me she was the only one who could help me. The quality and prices of your merchandise should warrant excellent service, but it is very poor.

  Business Response

  Date: 06/27/2025

  Hello Ms. ******,
  
  Thank you for bringing your concerns to our attention. I sincerely apologize for the lack of follow-up and the difficulty you've experienced in trying to get assistance with your part order. This is certainly not the level of service we aim to provide, and I regret the frustration it has caused.
  
  I’ve reviewed your case and would like to help resolve this as quickly as possible. To move forward, could you please provide the following:

  1) Photos of the connection area on your Brentwood Sectional where the charger adaptor connects.
  2) Confirmation if the part you are requesting is the same one you received in 2021 – specifically, the **** ****** ******** **** * ******
  
  Once we receive this information, we’ll be able to verify the correct part and assist with getting a replacement sent out to you.
  
  Thank you again for your patience, and I look forward to your reply so we can get this resolved.
  
  ***** *******
  ***** ** ******** *******
  ****** * **** ****
  ** ************
  ** ** ***** **** *****
  ****** ******** ** *****

• Initial Complaint

  Date:06/21/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a sofa from Arhaus on April 18, 2024. When it was delivered in July, I discovered that it was broken on one side. I promptly submitted photos to the Arhaus Concierge team and was told that an exchange would take 8–12 weeks, with an estimated delivery timeframe of late September to late October.
  
  As the estimated time approached, I received no updates from Arhaus. I contacted them again in November and was told they would reach out once the replacement was ready. In December, I followed up again and was informed that the replacement would arrive shortly after New Year's.
  
  Despite reaching out multiple times after the new year, I received no further response. By April 2025 — a full year after I originally placed my order — I decided to open a dispute with my credit card company. The dispute was resolved in my favor, and I received a full refund.
  
  After the dispute was settled, I discarded the broken sofa that I had held onto for over a year. The sofa would be collected during the exchange process, as they had previously stated.
  
  Shortly after the dispute closed, Arhaus contacted me demanding the return of the defective sofa. Since I no longer have the item, they have now threatened to send the matter to collections.
  
  Arhaus never delivered a sofa in the condition I paid for, failed to respond to multiple inquiries over several months, and only resumed communication after my credit card company intervened. Despite their failure to fulfill the original order, they are now demanding payment and threatening further action.

  Business Response

  Date: 06/27/2025

  Hello Mr. *****,
  
  Thank you for bringing your concerns to our attention, and I sincerely apologize for the frustration and inconvenience you’ve experienced throughout this process.
  
  I’ve thoroughly reviewed your case and the information you provided. According to our records—and as acknowledged in your communication—you were informed that the damaged sofa would need to be returned in order for the exchange to proceed. While I fully recognize that there were communication delays and that your experience with the wait time for the replacement was far from ideal, at no point did we advise you to discard the original sofa.
  
  I understand your decision to initiate a chargeback after months of limited communication, and I regret that we did not meet your expectations during that time. However, since the chargeback was resolved in your favor and the original sofa is no longer available for return, we are unable to proceed with the exchange unless the chargeback is reversed or the amount is repaid.
  
  The replacement sofa is currently ready to be shipped to your local hub, but as previously communicated, the return of the original item is a requirement for the exchange. Without the return, the replacement cannot be released, and the outstanding balance of $2,334.00 remains due.
  
  We truly value your business and regret that this situation has escalated to this point. If you would like to discuss a resolution or have any questions, please don’t hesitate to reach out directly.
  
  ***** *******
  ***** ** ******** *******
  ****** * **** ****
  ** ************
  ** ** ***** **** *****
  ****** ******** ** *****

  Customer Answer

  Date: 06/27/2025

   I am rejecting this response because:
  
  
  Dear ***** ******,

  
  You mentioned that at no point did Arhaus advise me to discard the original sofa. To be clear, Arhaus failed to respond to any of my communications regarding the exchange for over six months. After paying in full at the time of purchase, I was left with a broken sofa in my living room for nearly a year—waiting on an exchange that was originally quoted to take 8 to 12 weeks.

  
  You also referred to our situation as involving “communication delays” and described the wait time as “far from ideal.” Let me clarify: this was not a matter of delayed communication—it was a complete silence. Despite multiple emails and phone calls, I received no follow-up. I was repeatedly placed on hold by the concierge and told, “We will contact you.” The exchange never occurred, and it was only after I filed a dispute with my credit card company that Arhaus began to take any action.

  
  Arhaus eventually notified me that the exchange was ready—one month after the dispute had been settled and the refund had been issued. By that time, I had already replaced the sofa, and the broken one—which had taken up space in my home for nearly a year—had been discarded. 
  
  I was very patient for this exchange and have waited a lot longer than I was quoted.  I have spent hours writing Arhaus e-mails, and being on 'hold' trying to receive my exchange. I have also put in alot of effort to file the dispute to receive my money back.  I do not wish to spend anymore time when your response is for me to simply pay for the sofa I have never received. 

  Given the circumstances, the only resolution I find acceptable is for Arhaus to drop the outstanding balance. If I see any collection activity related to this matter, I will be taking legal action.
  
  Regards, 
  *** *****.
  

  
  

  Business Response

  Date: 07/01/2025

  Hello Mr. *****,

  Thank you for your message, and I truly appreciate you taking the time to share your experience in such detail.

  First and foremost, I want to sincerely apologize for the lack of follow-up and the extended time and effort you’ve had to invest in trying to resolve this matter. This is absolutely not the level of service we strive to provide, and I completely understand your frustration and disappointment.

  I also want to be transparent in acknowledging that, based on our records and email, you were aware the damaged sofa was expected to be returned at the time of the exchange delivery. That said, I fully recognize that the delays and lack of communication you experienced made this process unclear and deeply frustrating.

  I will be escalating this matter to my leadership team and will personally advise them of the situation. Once I’ve had the opportunity to speak with them, I will follow up with you.

  Again, I’m very sorry for the inconvenience and stress this has caused. Thank you for your patience, and I’ll be in touch as soon as I have an update.

  ***** ******,
  ***** ** ******** *******
  ****** * **** ****
  ** ************
  ** ** ***** **** *****
  ****** ******** ** *****

  Customer Answer

  Date: 07/09/2025

   I am rejecting this response because:
  
  Dear *****,
  
  In your response, you mentioned that you would be escalating this matter to your leadership team and following up with me. It has been more than 9 calendar days and I have still not heard back from you.
  
  To be clear, I have exercised more than reasonable patience throughout the whole process. Ive made every effort in the beginning to resolve this amicably and have waited patiently even without adequate updates or responses from your team. However, Arhauss lack of communication has made it impossible to proceed in good faith.
  
  Given Arhauss history of non-responsiveness, I want to be transparent in stating that I am allowing until July 16th 7 calendar days from now   for a satisfactory resolution. If no meaningful progress is made within that time frame, I will be prepared to pursue legal action to address this matter appropriately. Continued delays or silence will be interpreted as part of a pattern of conduct intended to cause undue burden and distress.
  
  Additionally, I feel it is important to share that the stress resulting from this ordeal has had serious personal consequences. Shortly after a stressful and inscrutable phone and email exchange with ******* Haynesthe Hackensack store managerin mid-June, I was taken to the emergency room.
  The medical team at the hospital has confirmed that the diagnosis was due to extreme level of stress. 
  
  As I have mentioned in my previous response, at this time, I only wish for Arhaus to drop all outstanding balance as I have never received the exchange in the timely manner. 
  
  I look forward to your follow-up and sincerely hope Arhaus chooses to handle this situation with the urgency and care it now demands.
  
  Regards, 
  *** *****
  

  Business Response

  Date: 07/10/2025

  Hello Mr. ******************* you for your message. I want to begin by apologizing if you feel that I have not responded to you in a timely manner. I want to assure you that I have consistently responded to your inquiries through the BBB platform, informing you that your case was being reviewed by our leadership team. Please note my last message to you was on 7/1/2025, and that this review coincided with the recent holiday weekend, which contributed to the delay in follow-up.
  
  Our leadership team has now completed their review of your case. We do have documentation indicating that you were informed the original sofa needed to be returned at the time of the exchange. While I understand your concern regarding the delay in the exchange order, its important to note that the original item was discarded without our consent or instruction. This action has impacted our ability to proceed with the exchange.
  
  The replacement sofa is currently ready to be shipped to your local hub. However, as previously communicated, the return of the original item is a requirement for the exchange to be completed. Without the return, the replacement cannot be released, and the outstanding balance of $2,334.00 remains due.
  
  We remain committed to resolving this matter professionally and respectfully. If you would like to discuss this further, I am available by phone and happy to speak with you directly.
  
  ***** ******,
  Voice of Customer Analyst
  ********************** | Your Home
  P: ************
  *********************************************************************************************************

  Customer Answer

  Date: 07/15/2025

   I am rejecting this response because:
  
  Hello,

  Seems like we are circling without a resolution. I no longer wish to waste my time on this issue. 
  This has caused me enough stress already.

   

• Initial Complaint

  Date:06/10/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 22, 2025, I ordered an Ashby Sofa and Walsh Glider from Arhaus, delivered May 24, 2025.
  Issue 1: Misrepresented Sofa Fabric & Damage
  Prior to purchase, Sales Representative ****** ******* assured me Crypton fabric on the Ashby Sofa was highly durable and would prevent cat scratches. This assurance was key to my decision, as I explicitly stated my concerns about pets.
  Within 24 hours of delivery, the sofa was easily scratched by my cats, with visible damage and loosened threads This directly contradicts the sales representative's claims.
  I emailed Arhaus customer service on May 26th. I did not receive a response within 48 hours, so I then contacted their concierge department. I was told to file a claim.
  I filed a claim (********) with Arhaus's Worry Free Protection Plan on June 8, 2025, as instructed. On June 9, 2025, the claim was denied, citing "repetitive damage" and "pet damage" exclusion, despite the damage being immediate and promptly reported. I formally disagreed with this assessment on June 10, 2025.
  Issue 2: Price Adjustment Difficulties
  Arhaus policy allows price adjustments up to 30 days post-delivery. My order remains eligible.
  Initially, a $180 adjustment for the Walsh glider was confirmed. However, Arhaus now offers 25% off orders over $5,000, which my order qualifies for. Since the $180 adjustment was never processed, I attempted to apply this more beneficial discount to my entire order with ****** ******* on June 3rd and June 6th, 2025, but received no response. This inconsistency and lack of response are concerning.
  Requested Resolution:
  I seek a resolution addressing both the misrepresentation of the sofa's fabric durability (requesting full refund or replacement for the Ashby Sofa) and the application of the most beneficial 25% discount to my entire order.
  Supporting emails, photos, and warranty claim details are attached.

  Business Response

  Date: 06/12/2025

  Hello Ms. ****,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration and inconvenience you’ve experienced regarding your recent order of the Ashby Sofa and Walsh Glider, delivered on May 24, 2025.
  
  We understand the importance of accurate product representation and reliable customer service, and we take your feedback seriously.
  
  Please be assured that I will be personally reviewing your account and contacting our Worry Free team to further investigate your claim and the promotional pricing concerns.
  
  Once I have completed this review, I will reach back out to you with an update and the next steps.
  
  We appreciate your patience and the opportunity to make this right.
  
  ***** *******
  Voice of Customer Analyst
  ARHAUS | Your Home
  ** ************
  ** ** ***** **** *****
  ****** ******** ** *****

  Business Response

  Date: 06/12/2025

  Hello Ms. ****,
  
  Thank you again for your patience as we continue to review your concerns.
  
  I’ve reached out to our Warranty & Fulfillment (WF) team regarding the denied claim and am currently awaiting their feedback for further review.
  
  In the meantime, I’ve reviewed your order #********* for the Ashby & Walsh pieces. I can confirm that a 20% discount was applied at the time of purchase. To honor the 25% promotional offer you referenced, I’m happy to extend an additional 5% refund on the qualifying items to match the current promotion.
  
  Here is the breakdown of the additional adjustment:
  ******* – ASHBY DP UPH 84" SOFA 2/2: $230 adjustment
  ************ – WALSH UPH 30"W SWV GL CF: $90 adjustment
  Total Adjustment: $320
  
  Please note that discounts cannot be stacked. This offer is being made solely to match the 25% promotion by supplementing the original 20% discount with an additional 5%.
  For your reference, I’ve attached a screenshot of the original sales slip showing the 20% discount applied at the time of sale.
  
  If you would like me to proceed with the refund, the funds will be returned to the original form of payment. Please let me know how you’d like to proceed.
  
  ***** *******
  Voice of Customer Analyst
  ARHAUS | Your Home
  ** ************
  ** ** ***** **** *****
  ****** ******** ** *****

  Customer Answer

  Date: 06/14/2025

   I am rejecting this response because:

  Waiting for review and response from the company. The issue is still pending. 

   

  
  

  Business Response

  Date: 06/16/2025

  Hello Ms. ****,
  
  Thank you for your patience as we carefully reviewed your Worry-Free claim (#********) with both our WF and Quality teams.
  
  After thorough evaluation, the damage to your sofa has been determined to be the result of accumulation over time, rather than a single incident. While Crypton is a high-performance fabric, it is not resistant to damage caused by pets—unfortunately, no fabric is. As such, this type of damage is not covered under the Arhaus warranty or the Worry-Free program.
  
  We truly understand your disappointment, but we are unable to offer a refund or replacement in this case.
  
  ***** *******
  Voice of Customer Analyst
  ARHAUS | Your Home
  ** ************
  ** ** ***** **** *****
  ****** ******** ** *****

  Customer Answer

  Date: 06/20/2025

   I am rejecting this response because:

  I accept the additional 5% off; however, I want my couch repaired. At the bare minimum, the section of the couch that I immediately emailed and sent pictures about on the 26th should be addressed.

   

  
  

  Business Response

  Date: 06/24/2025

  Hello Ms. ****,

  Thank you for your reply. I appreciate your understanding, and I will be happy to proceed with processing the 5% PAJ as discussed.

  I also want to take a moment to reiterate the outcome of your Worry-Free claim review. I have carefully reviewed your claim (#********) with my leadership team, as well as both our Worry-Free and Quality teams.
  After thorough evaluation, it has been determined that the damage to your sofa is the result of gradual accumulation over time, rather than a single incident. While Crypton is a high-performance fabric, it is not resistant to damage caused by pets—unfortunately, no fabric is. Based on this, the damage does not fall within the coverage of the Arhaus warranty or the Worry-Free program.

  We truly understand your disappointment, and we sincerely apologize for any inconvenience this may cause. As a reference, I’ve attached a copy of the  invoice, which outlines the coverage details of our manufacturer’s warranty.

  Please don’t hesitate to reach out if you have any further questions or if there’s anything else I can assist you with.
  
  ***** *******
  ***** ** ******** *******
  ****** * **** ****
  ** ************
  ** ** ***** **** *****
  ****** ******** ** *****

  Customer Answer

  Date: 06/27/2025

   I am rejecting this response because:
  

  A customer service representative ******* ****** already moved forward with giving me 30% off (10% in addition to my original 20% off). 

  I am requesting the cancellation of my Worry Free Protection Plan and a full refund for its cost.

  This decision is based on two critical factors:

   * Misrepresentation & Unfair Claim Denial: The Ashby Sofa's Crypton fabric was explicitly assured to prevent cat scratching, yet it sustained visible damage within 24 hours of delivery on May 24, 2025. Despite my immediate email with photos on May 26, 2025, and subsequent formal claim filed on June 8, 2025, my claim continues to be unfairly denied as "repetitive damage." At the bare minimum, the damage that was immediately sent as proof via email on May 26th, should be addressed. 

   * Plan Eligibility Change: With the recently applied 30% discount, my total order value is now below $5,000, meaning I no longer qualify for the original $499 protection plan price.

  Given these circumstances, I find the continuation of this plan to be unwarranted.

  
  

  Business Response

  Date: 07/07/2025

  Hello Ms. ****,

  Thank you for your message and for taking the time to share your concerns regarding your recent experience with the Ashby Sofa and the Worry Free Protection Plan.

  As you noted, our customer service representative, ******* ******, has already applied a 30% discount to your order—an additional 10% beyond your original 20% discount.

  Given these circumstances, I would be happy to honor your request and offer a full refund for the Worry Free Protection Plan. We believe this is a fair resolution and hope it demonstrates our commitment to your satisfaction.

  Please allow 5–7 business days once the refund has been processed and reflected on your original form of payment. I will send over the refund slip, once it is processed. If you have any further questions or need additional assistance, please don’t hesitate to reach out.

  Thank you again for bringing this to our attention. We appreciate your business and hope to have the opportunity to serve you better in the future.
  ***** *******
  ***** ** ******** *******
  ****** * **** ****
  ** ************
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  ****** ******** ** *****

  Business Response

  Date: 07/09/2025

  Hello Ms. ****,
  
  I’m writing to confirm that we have processed the return of your Worry-Free Protection Plan in the amount of $532.06. The funds will be applied back to your original form of payment.
  
  Please note that depending on your bank, it may take 7 to 10 business days for the funds to reflect on your account. Please see attached return order
  
  Thank you for allowing me the opportunity to assist you with your concerns. If you have any further questions or need assistance in the future, please don’t hesitate to reach out.
  
  ***** ******* ***** ** ******** *******
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  Customer Answer

  Date: 07/12/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I qualify for a one time price adjustment based on change in price within 1 month of delivery. I have contacted both store and customer service by phone who both keep giving me the runaround. I just want my price adjustment

  Business Response

  Date: 05/30/2025

  Hello *******,

  Thank you for your patience, and I sincerely apologize for the lack of response you experienced from the store.

  I’ve reviewed the screenshots you provided along with your case and have processed the appropriate price adjustments. I’ve also reached out to our Accounting team to have these applied back to your original form of payment.

  Once processed by Accounting, the refund should be processed within 24–48 hours. Please note that depending on your bank, it may take up to 7–10 business days for the funds to reflect in your account.

  Below is a breakdown of your adjustments, and I’ve attached the adjustment slips for your records:
  
  Order #: *********

  - Adjustment 1 – ********* Total Refund: $714.39 (including tax)
  1) ACACIUS 96" Oval Table TST YK: $570
  2) RODIN Arm Chair Vance Olive/Cinder: $50 x 2

  - Adjustment 2 – ********* Total Refund: $281.49 (including tax)
  1) RODIN Side Chair Vance Olive/Cinder: $44 x 6
  
  Please let me know if you have any further questions or need additional assistance. I'm happy to help.

  ***** *******
  Voice of Customer Analyst
  ARHAUS
  | Your Home
  ** ************
  ** ** ***** **** *****
  ****** ******** ** *****

  Customer Answer

  Date: 05/30/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Pavo Sectional Couch from Arhaus 07/19/2024 for 7,575.82. On 04/15/2025 I noticed that the fabric pilling/balling on my couch cushions and autoimmune. I contacted Arhaus and alerted them to the fabric defect. I sent in pictures and was assigned a case # ********. I live alone and have no pets the coach is not used that much. After some time Arhaus suggested buying a fabric shaver so I can shave the cushions and autoimmune and offered a discount of 540.60. This is not acceptable. Again, the amount of money that was paid for the couch and the low amount of usage indicates that the fabric is defective and the sectional need to be replaced. Arhaus is not willing to do anything to correct the issue and is not standing behind their low-quality products.

  Business Response

  Date: 05/22/2025

  Hello Ms. *****,

  Thank you for reaching out and for bringing your concerns to our attention.
  
  I have reviewed your case and the photos provided regarding the fabric pilling on your Pavo Sectional. We understand your frustration and sincerely apologize for any inconvenience this has caused.
  
  We would like to clarify that the fabric selected for your sectional is a high-performance, heavy-duty material made from a blend of 85% polyester and 15% linen. Due to the high polyester content, pilling is a natural and expected characteristic of the fabric and not considered a defect. Pilling occurs as loose fibers on the surface of the fabric are rubbed together during use—this is common even with light usage and can vary depending on environment and conditions.
  
  That said, we recognize how frustrating this may be, and for that reason, we extended a price adjustment of $540.60 as a one-time courtesy, although fabric-related issues are not covered under the terms of our limited warranty (Terms of sale is attached). We also recommended the use of a battery-operated fabric shaver, which can effectively remove pilling. While pilling may return for a period of time, it will diminish as excess fibers are gradually removed, and this does not affect the overall integrity or durability of the fabric.
  
  We do value your business and regret that this experience has not met your expectations. Our intention was to offer a fair and respectful resolution within the framework of our policies.
  
  Should you have any further questions or require additional assistance, please don’t hesitate to reach out.

  David Harris, Voice of Customer Analyst
  ARHAUS | Your Home
  ** ************
  ** ** ***** **** *****
  ****** ******** ** *****

  Customer Answer

  Date: 05/28/2025

   I am rejecting this response because:  The fabric peeling is a known issue that Arhaus is and has been aware of prior to my complaint.  The issue with the fabric was not disclosed at the time of purchase, if it had been I would not have bought the sofa. I was advised after my complaint to purchase a fabric shaver. If I continue to shave the remove fabric, it will thin and put even more wear on the fabric eventually causing splitting or even holes. I purchased a $7575.82 sofa so I would have a high-quality piece of furniture that would last a long time.  The given discount was a miniscule amount (7%) of what I paid for the couch.  It does not fix the issue and continuing to sell this know defective fabric is bad business.  I will no longer be a customer and will be sure to continue to let others know of my bad experience and the bad business practices of Arhaus selling a known defective fabric.   To resolve this issue Arhaus needs to come get the sofa and give me a full refund.  
  
  
  
  

  Business Response

  Date: 05/30/2025

  Hello Ms. *****,
  
  Thank you for your response, and I truly understand your concerns.
  
  While fabric-related concerns such as pilling are not covered under the terms of our limited warranty, I want to acknowledge the frustration this issue has caused. Given that the sofa has been in your home for nearly a year, we are unable to offer a return and full refund at this time. However, I would like to extend an alternative resolution in the form of a reselect.
  
  Reselect Terms:

  - This offer allows you to choose a new item of equal or greater value.
  - If you select an item of greater value, you would be responsible for paying the difference.
  - We will schedule pickup of your current sofa at the time your new selection is delivered.
  - Please note: No refunds can be issued in conjunction with a reselect.
  
  Please let me know if you would like to move forward with this option, and I will be happy to assist in getting the process started for you.
  
  Thank you again for sharing your feedback. We do take these matters seriously and are here to support you as best we can within our policy guidelines.

  David Harris,
  Voice of Customer Analyst
  ARHAUS
  | Your Home
  ** ************
  ** ** ***** **** *****
  ****** ******** ** *****

• Initial Complaint

  Date:05/19/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Here’s a professional and detailed BBB complaint version you can copy and submit directly through this link:
  Arhaus BBB Complaint Page
  
  ?
  
  Complaint Title: Incomplete Delivery and Poor Customer Service – Order #*********
  Complaint Details:
  
  I placed an order with Arhaus (Order #*********), and the delivery arrived missing one of the chairs. I reached out to customer service immediately, but I have yet to receive any estimated delivery date for the missing item. To add to the issue, the chairs that were delivered do not match the style as shown online—they look outdated and are not what I expected.
  
  I contacted customer service to request an exchange, but I was told I cannot exchange the chairs until the missing one arrives. This policy is unreasonable, especially considering I do not want to keep the ones I have and have no idea how long I will have to wait for the missing chair. I’ve spoken with three different customer service representatives, and none of them could offer a solution or even clear answers.
  
  I am seeking either a full exchange process to be initiated immediately . This situation has been frustrating and poorly handled, and I expected better service from a premium brand like Arhaus.

  Business Response

  Date: 05/22/2025

  Hello Mr. *******,
  
  Thank you for bringing your concerns to our attention, and please accept our sincere apologies for the frustration and inconvenience this experience has caused.
  
  We understand how disappointing it is to receive an incomplete delivery, especially when the items received did not meet your expectations. Please know that your feedback is important to us and has been reviewed thoroughly.
  
  At this time, we have set up an exchange for your ******* chairs, and the estimated ship date from our warehouse is June 6, 2025. Once the order ships, you will be contacted to schedule a delivery. You can also view the status of your order at any time by visiting our website and selecting “Track My Order." I have also attached your exchange slip for your records. 

  Please let us know if you have any further questions or if there is anything else we can do to assist you further. We are committed to making this right.

  ***** ******, Voice of Customer Analyst
  ARHAUS | Your Home
  ** ************
  ** ** ***** **** *****
  ****** ******** ** *****

  Customer Answer

  Date: 05/22/2025

   I am rejecting this response because:

  Wgat about the refunds for:

  1) chair I never received 

  2) the counter chair I rejected.

  please provide the refund status and refund. I have talked to 2 people and still no update on this refunds.

  thanks!
  
  
  

  
  

  Business Response

  Date: 05/30/2025

  Hello Mr. *******,

  Thank you for reaching out, and I sincerely apologize for the inconvenience you’ve experienced.

  I’d like to provide you with an update on your concerns:

  Your refund for the chair was processed on May 23, 2025. Please note, it may take 7–10 business days for the funds to reflect back into your account, depending on your bank's processing time. For your convenience, I’ve attached a copy of the refund confirmation for your records..

  Regarding the ******* 18" Counter Stool in Natural Weathered Finish, an exchange has been set up. The current estimated ship date to your local delivery hub is June 6, 2025. I’ve also included a copy of the exchange order for your reference.

  We truly value your business and appreciate your patience as we work to make this right. If you have any further questions or need additional assistance, please don’t hesitate to reach out.

  ***** ******,
  ***** ** ******** *******
  ****** * **** ****
  ** ************
  ** ** ***** **** *****
  ****** ******** ** *****

  Customer Answer

  Date: 06/02/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a sectional from Arhaus in ******** KS. In addition, we purchased a protection plan for 5 years (expiration date 5/8/27). We inspected the couch upon delivery and there were no stains on the cushions. Last week, we flipped the cushions to find stains on 3 of 4 cushions. These stains match up with the manufacturer's tags that are adhered to the material on the couch frame. We submitted a claim to Uniters within days. The claim was denied because we stated in our claim that the tags that CAUSED the stains "had always been there," even though the stain on the cushions had been discovered just last week. We disputed the claim and also provided additional information clarifying the information. The company refuses to discuss, stating that we did not report within the required 30 days. I have tried escalating within the Uniters company to no response. The representative who emailed us after our dispute was reviewed has stopped communicating. When I call, I am told the claim has been closed. There is no customer service option listed for this company. The website listed on our "plan certificate" does not exist. The online claims site misleadingly uses the name "Warranty Service," including a logo, making it very difficult to contact or file a complaint against Uniters. Attached are images of the stained cushions as well as an image of the cushion that is not stained. The manufacturer tags are obviously smudged, coinciding with the stains on three cushions, and the tag is notably clear in the area that is not stained. We spent thousands of dollars at Arhaus, and I am appalled that your company would knowingly sell protection plans for this sham company. The internet is full of similar stories/complaints against Uniters. Since Arhaus partners with United to provide these warranty protection plans, I request, not only an explanation but also assistance in moving forward with the Uniters claim and/or a solution to the defective product Arhaus sold. Thank you.

  Business Response

  Date: 04/23/2025

  Hello *******,
  
  Thank you for bringing this to our attention, and I’m very sorry to hear about the challenges you’ve experienced.
  
  I have reviewed your complaint and want to sincerely apologize for the frustration you’ve encountered with Uniters, our third-party provider for the Worry-Free warranty plan. Uniters covers accidental damage, but in your case, since the issue appears to be caused by ink transfer from the manufacturer’s label on the frame to the sofa cushions, this would fall under the manufacturer’s warranty provided directly by Arhaus.
  
  We would like to help resolve this for you as quickly as possible. To proceed, may I kindly request that you send us clear photos of the affected cushion casings showing the ink transfer and photos of the entire sofa? Once we receive the images, we will be happy to review and initiate a request for replacement casings under your manufacturer’s warranty.
  
  We appreciate your patience and value your trust in Arhaus. Please don’t hesitate to reach out with any questions or to send over the requested photos. We’re here to support you.

  Thank you 

   

  ***** *******
  ***** ** ******** *******
  ****** * **** ****
  ** ************
  ** ** ***** **** *****
  ****** ******** ** *****

  Customer Answer

  Date: 04/23/2025

  Thank you for your quick response, and I am thankful you can provide a solution to this. Do you want me to attach the photos here or send somewhere else? I will make the pictures as clear as possible and also provide information about which cushion is in each picture in the name of the image. Thank you again. 

  Business Response

  Date: 04/25/2025

  Hi *******,

  Thank you for your quick response and willingness to provide the photos. I have sent over a photo request through your case with Arhaus. You can attach the photos directly to that email, the photo request was sent to *******************

  Please make the pictures as clear as possible. Once I have reviewed them I will follow up with you on the Resolution.  

  Thank you again for your cooperation.

   
  
  ***** *******
  ***** ** ******** *******
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