ComplaintsforArhaus Furniture

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a piece of furniture - ****** six door wide dresser - from Arhaus on June 1, 2024. The purchase price + taxes and shipping equal approx. $3,800. $300 of the fees were associated with "white glove" delivery. The dresser arrived on June 15, 2024 damaged. Arhuas did not action the return and replacement timely, and is refusing to refund the $300 white glove delivery fee.

  Business response

  06/25/2024

  Good Afternoon ********, Upon reviewing your BBB complaint, I have refunded your original delivery fee of $299 plus tax($325.54).  Although our web group did respond to you with an adjustment in price of the ****** dresser as well, I have approved and processed the refund for you. You should receive the refund within 5-7 business days.  

  Customer response

  06/26/2024

  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

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  1) Purchased custom Arhaus sectional with 5 years worry free coverage 3/7/2021. 2) Used worry free coverage 2x to correct a defect. 3) Arhaus Concierge manager offered and I accepted partial refund of 845.22 3/1/2024 4) Accounting Dept of Arhaus insisted on crediting an old ***** debit card which I used in 2021 to purchase couch. 5) ***** has no record of the old account #, as my debit card # has changed twice over the past 3 years. 6) Multiple hours and call over the past two months has yielded nothing. They claim that their payment was processed and they have satisfied their obligation to me. 7) ***** states that none of my accounts have received 845.22 in 2024.

  Business response

  06/11/2024

  Good Afternoon, thank you for providing this information. I have spoken with our Accounting Department and they need to obtain additional information (Settlement Review Request) with the processing company and it takes between 3-5 business days.  They are looking in to it and once we have additional information relating to your complaint, I will forward on the information. Thank you.   

  Customer response

  06/11/2024

  I received your request to review Arhaus Furniture's response and either ACCEPT or REJECT.

  I can do neither because the response is simply that they need some time to investigate their alleged payment.

  I accept that they will be getting back to us soon.

  Thanks, **** ** *********

  Customer response

  06/21/2024

  After you closed this case as positively resolved, I did get an email from ***** *******, the Arhaus representative who responded to my complaint.  She advised me that she is awaiting the results from accounting department's processing center within 3-5 business days.  

  After 5 business days, I emailed Ms. *******, who got back to me within a few hours, stating that she expects a response from Processing soon. The next morning, Ms. ******* informed me that the processing center identified and error on their part in processing my refund.

  She promised to overnight me my refund check, which arrived this morning.  

  Arhaus has successfully and satisfactorily resolved my complaint/case.

  Thank you for your assistance.

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

   

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Refund has not been received from 4/20 return

  Business response

  05/15/2024

  Good Afternoon, I connected with our Accounting Department and they confirmed that a refund was settled in the amount of $3098.34 on May 10th.  If the customer has not received the credit due already, they should within the next 3-5 business days.  

• Initial Complaint

  05/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a genuine, authentic, top grain, full leather hide, totally American handmade, $7000 black sofa. Received a faux fabric sofa in off-blackish brown, with tags torn off, with white baseball stitching, having been shipped from and sold to Arhaus from China. I sought appropriate resolution from Arhaus and was told "there would be a 50% restocking fee." A full refund is reasonable, due to their failure to uphold their standards and sending me a counterfeit product. Can BBB amicably help obtain the full refund, in the original method of payment please?

  Business response

  05/06/2024

  Good Morning, this case is being reviewed and the customer will be called tomorrow to discuss.  

  Business response

  05/07/2024

  This is the information that was sent to the customer today (5/7)via email. I have also  reached out to the customer as well to discuss Arhaus' stance on this claim. She will be calling me back to discuss: 

  Hello *******, Thank you for taking my call earlier and I look forward to speaking with you about your Kipton Wide Arm sofa. 
  
  In preparation for our phone call, I have reviewed your BBB claim and wanted to speak to some items mentioned in the claim:
  
  Customer’s Statement of the Problem:
  Ordered a genuine, authentic, top grain, full leather hide, totally American handmade, $7000 black sofa. Received a faux fabric sofa in off-blackish brown, with tags torn off, with white baseball stitching, having been shipped from and sold to Arhaus from China. I sought appropriate resolution from Arhaus and was told "there would be a 50% restocking fee." A full refund is reasonable, due to their failure to uphold their standards and sending me a counterfeit product. Can BBB amicably help obtain the full refund, in the original method of payment please?
  
  Viking Falcon, the leather that you selected is a full grain analine dyed leather.  I have provided you with a screen shot(3rd  photo listed) of this leather for reference. As you can see from the photos, the leather sofa delivered was the leather that you chose. The sofa was produced in North Carolina and was not produced in China. 
  I  have also have included a photo of the documentation on the outside of your sofa which states that the leather is what you approved for the sofa, which is the Viking Falcon.
  
  Based on the above information, Arhaus stands behind our product and the quality . At this time, if you still choose to return the product, you will incur a 50% restocking fee as previously stated.
  

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

  Customer response

  05/07/2024

   I am rejecting this response because:
  I was not told that the Black sofa would have contrasting white baseball stitching. At least one tag was removed from my "new" sofa prior to delivery! Who sold this sofa to arhaus? What is the origin of the "shipping container," that it was "shipped" in?  What information did the tag that was ripped off of my sofa provide? Who removed the tags from my sofa and sold it to me as "new?" Where is the tag that was ripped off? Why was a consumer tag removed by arhaus instead of myself as the purchaser? Inconsistent quality of fabric on cushion trim, as compared with the rest of the sofa. If "made in America" by arhaus, why was it "shipped in shipping container?" ***** from arhaus returned the photos that I submitted, back to me, as proof of purchase. That makes no sense to me. Why is leather not listed on any tag, describing the "contents of the body of the sofa?" Isn't it illegal for athaus to remove my tags and information from my sofa, as the consumer? Arhaus customer service said the sofa could be returned due to them failing to tell me that the "black" sofa would not be all "black," but would be sewn with white accent stitching. I would not have ordered a black sofa if I would have been told that it was going to be black, and white, with contrasting white baseball stitching. When I ordered I specifically said that I wanted an all black sofa. I am only asking appropriate and relative questions. Especially since the tags that were meant to provide information to me as the consumer, were previously removed by arhaus. This is not just. 
  
  

• Initial Complaint

  04/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  No interest finance has turned into 30% interest… which shows up on remaining bills, which should be 0 …

  Customer response

  05/02/2024

  [[BBB transcription via duplicate complaint]]

   

  Arhaus, indicated free interest for 6 months, I paid off amount of purchase in 6 months and a 7 -10days... Arhaus is trying to charge me over $3000 in interest for the 7-10 days... That ain't right, I contacted Arhaus made my opinion know, the said they would put charges on hold til they review and get back to me... The have not... but have send another bill for the $3000 plus in interest. I need some, help BBB, thanks in advance...

  Business response

  05/05/2024

  Good Evening, I spoke with Mr. ******* on 5/3/24 to obtain more information. I will be looking in to it with the finance company and have a call planned with Mr. ******* on 5/7/24 to discuss further once I have obtained more information from the finance company.

  Business response

  05/07/2024

  I just sent the following email to the customer detailing the charges and we have a call scheduled to review tomorrow 5/8 at 930am.   Based on the information provided and documented in the email,  the customer did not make the final payment to the promotional plan before 3/2/24, as was communicated in all monthly statements and the customer was assessed interest charges.  The original email sent to the customer includes images as well, but have included the snapshots of the customer's statements as a reference since I am not able to attach the screenshots to this document.

  Hi Mr. *******, I wanted to provide you some information for our phone call later today in reference to your Archarge promotional plan and amount due.
  
  As of your December statement, it showed that you had a balance due of $15,630.00. Please notice that it states that the balance of $15,630.00 needs to be paid by 3/2/24 to avoid paying accrued interest.
  (original email shows balance, please refer to above December statement).
  
  For your January Statement, it shows that you made a payment of $10,000.00 on 12/15/23.  It does show at this time that you have a remaining balance due of $5630, that must be paid in full by 3/2/24. 

  (original email shows balance, please refer to the above January statement). 
  
  On the February Statement, no payment was made, a fee of $32 was charged because the minimum amount due was not paid by the time of the statement closing.  Also a note again stating that the amount of $5662.00 must be paid by 3/2/24.
  (original email shows balance, please refer to the above February statement). 
  
  
  For the March Statement, the balance due was not paid in full before 3/2/24 and therefore was assessed finance charges as stated on each statement. 
  (original email shows balance, please refer to the above March statement). 
  
  
  For the April Statement , a payment was made for $5662.00 which was the amount not paid in full plus the $32 fee assessed. 
  (original email shows balance due and paid amount, please refer to the above April  statement). 
  
  That amount was paid 11 days after the due date, so appropriate finance charges were assessed because it was not paid in full by the required due date of 3/2/24. 
  
  Because it was not paid by the required due date of 3/2/24, and the fact that the statements documented that finance charges would be assessed, the remaining balance is due and is owed. 
  
  Let me know if you have any questions.
  
  *****
  
  

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a mirror from Arhaus in August 2023. It was redelivered multiple times, but unfortunately, all deliveries arrived defective. Initially, they agreed to offer a discount for the inconvenience. However, I haven't received any response after following up with customer service and the store manager.

  Business response

  04/24/2024

  Good Morning *** ***, thank you for detailing your experience.  To be able to serve and resolve this issue better, I need some additional information from you.  I will be calling you to obtain this information and then we can move forward.    

   

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

   

   

  Business response

  04/29/2024

  Good Afternoon, I have spoken with *** *** twice in the last few days.  Upon receiving additional information, I was able to determine that an adjustment was due to her because of the multiple exchanges pertaining to her Amelie mirror.  I offered the customer $139.27 plus tax ($153.33) and the customer accepted.  The credit has been processed and the customer has been sent paperwork to support the credit to the customers account.  Thank you.  

  Customer response

  04/29/2024

  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

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  August of 2022, I purchased the Enzo dining table from Arhaus Denver Colorado for 3425$ (tax and shipping included). I received it February 8th 2023. That night, my family of 6 ate our first dinner around the new table. My kids spilled soy sauce but we swiftly cleaned it up. Unfortunately the table stained immediately. The very next morning, I contacted Arhaus to discuss my options and ask if they could send me a tech to clean and seal the new table. Even though the store manager admitted that the marble on their Enzo dining tables is not sealed, she refused to send me a tech because I did not purchase the worry-free plan on the table. The store manager and the regional manager both agreed the best resolution would be to accept the return, to charge me 299$ return shipping fee and 10% restocking fee. Their resolution is not an exception, it is the normal process for every customer and every order. They did offer to transfer the 10% restocking fee as a credit towards an item for immediate purchase from the store but not as a merchandise credit. I am here to ask my fellow consumers few questions: 1- when you purchase a DINING table from any store (not a entry table or a decorative table), aren’t you expected to eat on it and probably make some spills? 2- when you purchase a marble table from a high end store, don’t you expect it to be sealed and it would be your responsibility to maintain the sealant every 6 months? 3- when you purchase an item from a high end store and you encounter an issue less than 24 hours from receipt, don’t you expect them to stand behind their products regardless of the warranty ? The best part is that they forgot to refund me after they received the table. I called and requested a refund and was still hoping that they would waive the restocking fee. I received the refund November 28, 2023. I had an immense amount of respect and admiration to Arhaus’ store but I now refuse to purchase anything from them following this poor resolution.

  Business response

  04/18/2024

  Upon reviewing the customer's complaint, Arhaus would like to apologize for not meeting the customer's expectations regarding the ENZO dining table.  We are a green company, and therefore we do not seal any stone product. That aligns us with our mission to be environmentally friendly a sustainable business.  As noted on the Arhaus website, the Enzo table top is not sealed. Please refer to the attachment provided.

  In good faith, Arhaus will be processing the 10% restocking fee of $297.51 back to the original form of payment.  

  Customer response

  04/18/2024

   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

  04/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 2 grey onyx stools totaling $1798 +s&h $299 + tax $154.64=$2251.61. These stools were ordered online on 2/07/24. The picture showed a mostly white stone with some grey and a small amount of tans. When the product arrived on 4/12/24 they were mostly browns and tans without the grey. When bringing it to the attention of customer service and Carol Krebs, that I ordered grey but tans/browns were delivered, I was informed that it was correct and they couldn’t guarantee there would be greys in them. They said I would have to pay to have them returned and they would charge me a 10% restocking fee. They gave me a credit of $1798 after I paid for the shipping and restocking fee to purchase something else. I feel that I was deceived when they sent me 2 stools that didn’t resemble the advertised picture in any way or contain grey even though the name grey onyx was used for description. Online orders are not handled at store level and there is no guarantee if I were to order them a second time they would contain any gray. It is false advertisement, and I do not recommend ordering online without seeing it firsthand. I will no longer be working with the online portion of Arhaus Since they do not send out what they advertise.

  Business response

  04/16/2024

  We have received the consumer's complaint.  As these are natural stone we can not guarantee what the consumers will receive once purchased. As this was purchased online, I have taken the verbiage used to explain the item. I have also included photos of the item online as well as the stool received by the consumer. 

  DETAILS
  Due to the handcrafted nature of each piece and organic material used, color and sizing will vary and no two stools will be exactly alike.
  Grey stools are comprised of onyx stone slabs and feature a range of neutral earthy hues such as yellow, brown, taupe, and grey.

  SHIPPING & RETURNS

   We maintain a 14-day return policy. Should you discover a manufacturer defect or damage upon delivery, please notify our Concierge Team immediately at 866-427-4287. To process a return or exchange, we require the original receipt. A 10% restocking fee and redelivery fee will be applied to merchandise returned or exchanged for reasons other than manufacturer’s defect or damage. 

  Customer response

  04/18/2024

   I am rejecting this response because: I didn’t have a problem paying the shipping fee and waiting two months for the correct product that I purchased. I believed Arhaus to be competent enough to send me a product with gray in it, since the picture and the product and name depicted gray. I have purchased items from the store in the past and they were able to ship the correct product at that time. I don’t have a problem with The product containing natural colors as long as it contains grey. The grey onyx is what I picked from their selection and purchased but brown and tan is what I received. I have a problem paying a shipping fee and 10% restocking fee for sending the wrong product back because of their incompetence to send me the correct product I ordered. On top of that, they were only going to give me an exchange, not a refund and at this point, I’m not sure if I can trust them to pick out a gray product if what they sent me looked gray to them. They need to stand behind their products if they want repeat business. False advertisement is not a joking matter when a couple of grand is involved.
  
  
  

  Business response

  04/29/2024

  Good Morning, Upon further review of your request, we are offering to process a return of the 2 stools with no restocking fee.  One of our agents is calling the customer now to begin the return process.  If the customer is not able to connect with our agent, please call ***** ******* ** *************  

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi. I purchased a chair about 10-12 weeks ago. It was a custom order that is quote 8-10 weeks for delivery. We are going on 10-12 weeks and was told "it is in production" yet they cannot give me a date it will be ready or schedule delivery (I was told a minimum of 4 more weeks). I asked to change the fabric and they said no because "it is in production". Meanwhile, I have been trying to reach out to people to help me, but they make the process very slow (every exchange requires 48 hour turn around time), making me farther into the "production". Basically, they have my financial commitment with contracts signed yet have done nothing to help me or give me the product I purchased in a timely manner. I simply want to switch out the fabric without having to pay a 50% cancelation fee (around $800)

  Business response

  04/04/2024

  I spoke with this consumer personally yesterday and informed, her eta was 4/24/24. This order was placed on 1/16/24, at that time the consumer was informed that her production time was 10-12 weeks from the day it was accepted at the vendor. The order was acknowledged on 1/19/24, included was a 3 piece sectional with the Rudy chair. The sectional was delivered early and the guest was then awaiting the Rudy chair, due to the fabric delay. Per the special order agreement attached, the consumer was aware this date is subject to change. 12 weeks from 1/19/24 is 4/12/24, as the guest was informed prior to the eta that there was a fabric delay the signed agreement holds true.

  If needed I can also submitted the signed copy for this consumer.

  Customer response

  04/15/2024

  Has the charge been removed from my Arhaus credit card? It is currently still there, so please confirm that this will happen. I have reached out to the store and have not heard back. 

  Business response

  04/17/2024

  Yes a deposit amount of -1748.63 will go back to the Archarge account. At the current time the funds are tied in to the order in route to be delivered. Once it is invoiced out the refund will process. Please see attached image.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: 1/31/2024 Amount: *******  I ordered 2 chairs through the merchant, when it arrived the color was not what we were expecting since we only saw them online. We were told to not accept the items if it was not what we wanted to prevent from having to ship it back as they are large furniture pieces. I didn't even get a receipt except for what is shown on my credit card. I called the company return department and were told there would be a $*** restocking fees, I didn't even get a receipt except for what is shown on the credit card statement. It has been a month, and I haven't gotten my refund. I would like the amount I paid refunded. I'm sorry, I do not have any other receipt except for my credit card statement and the scheduling email which I attached. Thank you for your help.

  Business response

  03/26/2024

  I have reviewed the customer's complaint. As this order was placed online, the terms and conditions are on the product landing page. To the right hand side of the product is the tab Shipping & Returns. It states if the item is returned for anything other than a defect or damage, the consumer would incur a restocking fee of **% and delivery/pick up fee. I have included a screen shot and the verbiage on tab is below.

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

  Please review Arhaus’ Shipping and Delivery Information to learn how your order will arrive to your home.
  
  We maintain a 14-day return policy. Should you discover a manufacturer defect or damage upon delivery, please notify our Concierge Team immediately at ************. To process a return or exchange, we require the original receipt. A **% restocking fee and redelivery fee will be applied to merchandise returned or exchanged for reasons other than manufacturer’s defect or damage. Please Note: Special Order merchandise cannot be returned, cancelled or exchanged for any reason other than manufacturer defect or damage. Discontinued and Clearance items cannot be returned or exchanged. Before finalizing your purchase, please verify clearance measurements of doors, stairways, elevators and hallways. Delivery and shipping fees are not refundable should your ordered items not fit through these areas. For more information, please see our Terms & Conditions.

  Customer response

  03/29/2024

   I am rejecting this response because:

  I did not order this online , I ordered this in the store . There were nothing to pick up as the driver bought one chair in we rejected as they were there . I have not received a dime back from the company . I paid over **** and yet to get my refund . I never gotten a receipt or any terms and conditions . 
  Even with a *** restocking fees , the remaining **** should be refund to me asap . Thank you 
  
  

  
  

  Business response

  04/03/2024

  After reaching out to the store and getting the refusal list from the delivery team. We have deemed this was ordered incorrectly by the store. Birch is brown but the consumer informed the driver's the item should have been grey. I have refunded the amount of *******. The consumer received a copy of this refund via email for her records. 

*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. ↩