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 has 62 locations, listed below.

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  Arhaus Furniture

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

• 

  Arhaus Furniture

  235 South Highland Ave Pittsburgh, PA 15206

• 

  Arhaus

  3500 Peachtree Rd NE Atlanta, GA 30326-1222

• 

  Arhaus Furniture

  1980 N Clybourn Ave Chicago, IL 60614

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  Arhaus Furniture

  500 Route 73 S Ste E4 Marlton, NJ 08053

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:10/05/2022

  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 ordered furniture and it was defective and it was returned. It was financed through the Arhaus credit card and we have been trying to clear the account for over 3 months and despite verbal and email promises we are still awaiting this credit. We have spoken to ******************************* numerous times and when I attempt to reach someone else we are put hold for extended period of time. We simply want this fully credited.

  Business Response

  Date: 10/07/2022

  we have reached out to this customer and a full refund has been issued and he has been provided a copy of the receipt.  We consider this issue resolved. 

• Initial Complaint

  Date:09/25/2022

  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 am rejecting this response because:
  I still have a balance on my Arhaus Credit Card. 
  Plus I made two minimum payments to the credit card to avoid late fees or me being reported to the credit card company. 
  So this issue isn’t resolved until there is a 0 balance on my Arhaus Credit along with me being issued a $60 check for the two credit card payments made. 
  
  Thank you for your help! My emails about this issue that were sent in July and August never received a response but once your company got involved I received several emails. 
  

  Clearly the company never refunded the delivery fee which is why I have a balance and did admit to their mistake this weekend  

  I attached the emails sent in July and August that never received a response along with my credit card balance as of two minutes ago. 
  

  thank you again for your help BBB!

  s passing the buck and saying it is the credit card company. The credit card company is saying it is Arhaus. I have spent at least 8-10 hours on this issue. Now there is a late payment on the credit card and no one can tell me why I even have a balance after returning the damaged sideboard.
  First time customer with Arhaus and I will NEVER EVER buy from them again.

  Business Response

  Date: 09/27/2022

  we have reached out to this customer and apologized for an apparent technical glitch.  her account balance issue has been resolved and proof of same sent to customer.  we consider this issue resolved.

• Initial Complaint

  Date:09/22/2022

  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 the Innsbruck sofa in April 2021. We were informed there was a 3 year warranty because Arhaus stands behind their products. Over the past several months, our sofa began sagging in one area making it impossible to sit on the sofa. This is our secondary living room and this sofa is not our main seating area. The store looked at the pictures and told me I needed to call Arhaus because the sofa was beyond wear and tear. I called Arhaus September 2022 requesting a technician come to view the problem with my sofa. They declined to send anyone and informed me that they, 'use all of the top of the line materials, and these issues are normal and to be expected'. They did send me an email, after I insisted, that I could reply to with pictures of the issue. They responded on September 22, 2022 stating, 'The issues that you are requesting for review have been found to be due to wear and tear'. I purchased two matching sofas over $6,000 that are now so lumpy that they cannot be used.
  
  Photos (attached). In the photos, I used a 20lb weight in order for Arhaus to better review the extent of structural sagging in the right-rear 2x2 section of the sofa. I included a level for you to review as well, placed in both the functional and damaged areas of the sofa. Please note, the 20lb weight can only partially show the level of damage in the cushion due to the taught leather. Additionally, the lower cushions are permanently attached so there is no way of correcting the issue.
  
  I am beyond disappointed with the way Arhaus is handling this issue for me. They have lost a very loyal customer.

  Business Response

  Date: 09/23/2022

  We have reviewed the photos sent by this customer and spoke with this customer as well.  in speaking with this customer, she admitted that her husband is 290 pounds and this is the end of the sofa that he sits on....and she doesn't like the fact that the bottom cushions are attached and can't be removed to be fluffed, etc.  We advised that customer that this was wear and tear and there isn't anything that we can offer her.  she was aware of the style of cushion (attached) when she purchased the sofa, so perhaps she should consider a different style of cushion for her and her family's use.  We understand that the customer is unhappy but this is not a warranty issue. 

• Initial Complaint

  Date:09/20/2022

  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.

  Better Business Bureau:
  
  ******, manager and point of contact for Arhaus, said they will be putting in an order to replace all couch cushion covers/casings and that they will have someone come out and spot clean the area that can not be replaced. I have attached a photo of the area that needs cleaning. ****** told us the casings will take approx. 18 weeks to complete, possibly sooner depending on how busy they are. ****** stated that if the couch material begins deteriorating in other areas, she will address it then. I await her reply with order confirmation of the casings. 
  
  Please leave this case open until order confirmation has been confirmed by me.  it, we did. Washing did not fix it and only changed the color of the fabric even more. We then asked the store associate if they could simply replace the cushion cover (we bought this couch model because the sales rep told us the cushion covers were replaceable) and they told us, "sorry, we don't sell replacements for that model". We purposefully chose this couch for that exact reason and we were also sold on a "upgraded" fabric that's supposed to be resistant to staining. We are extremely upset that 1. Arhaus has not contacted us after the CS manager personally promising to call back and the store associate also promising to look into the issue and get back to us after not hearing from the CS manager 2. Arhaus' accusatory and unprofessional response when we called, and 3. that we were lied to about being able to purchase new cushion covers (again, a major selling point for us) and now we are stuck with a couch with a manufacturing defect and no help offered from Arhaus.

  Business Response

  Date: 09/21/2022

  we have reached out to this customer and are replacing the casings for his sectional and he is satisfied with this resolution. 

• Initial Complaint

  Date:09/18/2022

  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.

   I am rejecting this response because:

  I haven’t been in contact with anyone from Arhaus since

  9/9/22 when I heard from *********** ******** via email. I asked him

  to have his Manager to call me and I haven’t heard a word from them.

  It’s very unsettling to know that Arhaus allowed a product to leave their warehouse

  in this condition. 
  

  
  the product. His offer wasn’t acceptable and I asked him to take the issue to corporate & he agreed. He indicated that his Manager would get back to me within a few days and that has now turned in to 2 weeks.
  I’m highly disappointed with Arhaus for a number of reasons but after reading these complaints/reviews I see I’m not the only person in this situation.
  To charge the amount of money that they do and deliver a product that looks like crap is unfair to the consumer.
  I am now in a situation where I will have to pay at least a 40% increase for a new sectional not to mention the time it will take to source a replacement, select new fabric, source a designer to help me find something to compliment the colors in my home because everything was selected to compliment the damaged/defective product.
  Their business is a revolving door, they can’t keep employees & you always get a different person and have to explain everything from the start. This has been a total NIGHTMARE!!!!

  Business Response

  Date: 09/27/2022

  a manager has attempted to reach out to this guest but has been  unable to speak with her on this matter.  we will continue to make efforts to contact this customer to resolve her issues.

• Initial Complaint

  Date:09/14/2022

  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 have placed many orders to Arhaus starting since late Dec 2021 with mutplie issues along the way and still awaiting a resolution. The company has stalled considerably on trying to reconcile issues. Starting with orders that were placed that we did not want, which took over 6 months to get a refund. While this has finally been fixed, we are still awaiting delivery of a table top ?? it had in January 2022, which arrived cracked, and stil have had no word on delivery. This is also after having received a second attempt which was also cracked. Any responses or acknowledgement by the company go unanswered for weeks. Repeated attempts to reach out to them goes in circles with no one person taking responsibility for reconciliation or recovery. We have spent tens of thousands of dollars and only met with excuses and no responses. This company should be accountable for their horrible customer service and inability to fix orders that were incorrectly placed and delivered, in addition to products that arrive damaged. Orders placed in Dec, and we are still waiting for a resolution in sept. Its been 9 months, repeated emails, phone calls to different u helpful representatives and we are still without our complete order. No accountability and thousands of dollars later needs to be brought to the attention of the company but they dont care and we suffer.

  Business Response

  Date: 09/19/2022

  We have reached out to the customer and advised that the piece is scheduled to be in our delivery system any day now and will advise her of a delivery date as soon as we confirm our receipt of this item

• Initial Complaint

  Date:09/09/2022

  Type:Customer Service 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 spoke to an ****** representative 3 weeks ago and was calling to add the protection plan before the couch left the Arhaus warehouse. I was advised that I didnt need to do that as they had another month before the item shipped, and was advised to call prior to receiving our couch. I was never told anything about calling before it leaves the warehouse, i was just advised to make sure to get protection plan before receiving the couch. I imagine it would have been a curtesy to let your customer know that this was happening in the event we wished to add the protection plan then, but no one reached out to **** am now being told that I cannot add the protection plan when it seems that I was given misleading and vague information. Furthermore you are attempting to deliver a couch when you have not even confirmed that an adult will be home to receive this piece. I called the Arhaus customer service line and received Poot assistance, the rep was reluctant to letting me speak to a manager, despite me asking several times and was provided an email. I wrote an email and no one got back to me. For the price of this furniture I would have expected better customer service . Please contact me to resolve this as I have cancelled the delivery awaiting to add the protection plan as it was initially explained to me. Thanks,*********************** (******) ************

  Business Response

  Date: 09/20/2022

  a manager spoke with this customer to address her concerns and our policies regarding the online purchase and worryfree warranty.  customer was offered a price adjustment, which she accepted and was advised that she does have a lifetime warranty on the sofa.  customer is satisfied with this resolution. 

• Initial Complaint

  Date:09/05/2022

  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.

   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.

  Business Response

  Date: 09/13/2022

  Customer was mistaken in thinking that he could use this $1400 reward in multiple transactions....we have reached out to this customer and advised him of his error and have offered him a price adjustment to his current order for the unused amount of the reward certificate.  

• Initial Complaint

  Date:08/30/2022

  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.

  Arhaus does not want to give our money back, even though they said they will return our money. We returned the merchandise on time as it was picked up by Arhaus.

  Business Response

  Date: 09/13/2022

  We have previously discussed the issue with this customer.  Customer is looking for refund to be applied to original form of payment; however due to the length of time that has passed, we are unable to process said refund.  We do not keep credit card numbers on file for that period of time, and our policy is for said refund to be issued via a gift card for future use.  Customer has been advised of this and is not satisfied with this resolution. 

• Initial Complaint

  Date:08/30/2022

  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 ordered the Percy Dresser. It arrived with a huge scratch on it (the pieces are unique but this is clearly a scratch) and several places where the paint was chipped. I have emailed Arhaus several times with photos and have yet to get any assistance with this matter. No one has reached out. The dresser cost $2000 and it’s troubling that I can’t even get customer service assistance.

  Business Response

  Date: 09/13/2022

  Initially the customer wanted additional time to decide on a course of action, and eventually decided on an exchange of the damaged piece.  we consider this resolved.