ComplaintsforArhaus Furniture

• Initial Complaint

  08/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Arhaus recently implemented a $2.99 fee if you choose to get paper statements. In order to avoid it I opted to go paperless the site said I would receive reminders and an ebill. I did receive the bill a month in advance but never received reminders the bill was coming up to its due date. I spoke with ***** Account Supervisor who was unwilling to credit the late fee, this is the first time I have ever been a day late. She showed no empathy for me being that I was under the weather and this was the first month the company switched to paperless. I paid the bill immediately and set up auto pay so this would not occur again and she was not willing to credit the entire amount even when I asked to escalate the call. If a company makes a huge change like that you would think they would be more accommodating to their customers. Definitely going to think twice before making another purchase the late fee is $30 but its the principle on how I was treated and that I never received these reminder messages until the bill was late.

  Business response

  08/06/2024

  We have reviewed the consumer's complaint. Arhaus is not the holder of the Archarge credit card. The guest will need to resolve this with ****************************** We have no access to the consumers credit account. 

  Bread ******************* **** is an American publicly-traded provider of loyalty and marketing services, such as private label credit cards, coalition loyalty programs, and direct marketing, derived from the capture and analysis of transaction-rich data. 
  Subsidiaries: Comenity, Comenity Bank, Comenity Capital

  Arhaus Archarge Credit Card Accounts are issued by Comenity Bank.

  Customer response

  08/06/2024

   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. I will file a complaint with Comenity Bank

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an item on 6/3/2024, I received it on 6/11/2024, I requested a return label on 6/15/2024 and did not receive one until I had to call and demand one and finally got it on 6/20/2024. I immediately sent the item in and it was received on 6/25/2024. I subsequently received the refund on 7/16/2024! I called and emailed and enquired and informed them that the credit card from arhaus would be past due by 7/3/2024 and to hurry up and refund it before that. I even spoke to the credit card person and he told me “not to worry about it”. Then they charged me a late fee of 30$ and interest of 8.52$. When I called to complain and dispute this they said “oh sorry we can only reimburse the late fee”. They have reimbursed nothing yet! I want the late fee and the interest reimbursed. It is THEIR fault they are late and their processes are not streamlined! A transaction that over all took over 6 weeks! Ridiculous indeed.

  Business response

  07/24/2024

  I have reviewed the guest the consumer's complaint. We apologize for the delay in processing the return. This was an internal error due to transitioning to a new processing system. We will refund the $30 late fee and $8.52 interest charges the consumer incurred due to our error.

  Business response

  07/24/2024

  The refund of $38.52 has been refunded the consumer's Archarge credit account. I have provided the receipt for confirmation.

  Customer response

  07/24/2024

  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

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased an indoor sofa from Arhaus on March 8, 2021. The sofa has a 10-year warranty on the frame and spring support systems. These systems have already started to fail after just under 3 years. The failure is evident by the seats no longer holding their original shape and various wrinkles forming throughout the fabric. After further investigation of the sofa and waiting to see if the wrinkles would resolve themselves, in early May we decided to contact Arhaus to report the issue. We received a response from Arhaus on May 10 with instructions on how to submit a claim. Later on May 10, we submitted the requested photos. We have received no further correspondence from Arhaus. We sent follow-up messages on May 18 and again on May 22 and received no response from either message. More recently, we have made multiple phone calls to Customer Service. We spent a considerable amount of money on this sofa and expected a high quality piece of furniture that we could enjoy for many years. This early structural failure is disappointing and we would like a replacement sofa per the terms of the warranty or a refund for the original purchase price.

  Business response

  07/17/2024

  I have reviewed the consumer's complaint. After reviewing the photos submitted, we have determined this is a manufacturing defect. We would like to offer a reselect (the guest would have their full purchase price towards a new purchase), they would keep the unit in their home until the new item(s) are delivered, at which time the defective pieces will be returned. If the guest wants to go with an exchange, we can not guarantee this will not happen again. 

  Customer response

  07/17/2024

   I am rejecting this response because:
  I have some follow-up questions:

  (1) Are you stating that if I accept your offer, the new couch will not have a warranty?

  (2) If I do not accept an exchange, what other options are you offering?

  (3) I need confirmation that I can get a new 5-piece Coburn sectional sofa (same 5 pieces we have today) with performance fabric, like we have now, for no money out of my pocket.

  (4) Will you be delivering the new sofa and taking the old one away?

  
  

  Business response

  07/23/2024

  Hi *****, after speaking with you briefly, we will connect at 4:30 CST to discuss your outstanding questions from your BBB claim.  To prepare for our call, I will answer your questions below so we can discuss:
  
  I have some follow-up questions:
  (1) Are you stating that if I accept your offer, the new couch will not have a warranty? No, your new Coburn will have the same warranty as the original.  Providing the Limited Warranty for your review in the above attachment.   
  (2) If I do not accept an exchange, what other options are you offering? If you do not accept the offer for an exchange, you do have the option to do a “re-select”.  That means that you can choose another item and the original cost of your Coburn would be applied towards the cost of that “re-select”. If the cost of the re-select is greater than the Coburn, you would be responsible for the additional cost. 
  (3) I need confirmation that I can get a new 5-piece Coburn sectional sofa (same 5 pieces we have today) with performance fabric, like we have now, for no money out of my pocket.  If you choose to do an exchange, with the same grade of fabric, there would be no additional out of pocket cost to you.
  (4) Will you be delivering the new sofa and taking the old one away? Yes, once your new sectional is ready to be delivered, the drivers will remove the one in your home and deliver the new one at the same time.  If it is a re-select, we would also be picking up the Coburn when we delivery the new item selected instead of the Coburn.

   

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

• Initial Complaint

  07/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On May 13th, 2024 a delivery of a ***** couch was delivered total cost of couch was around $15,000.00. It was told to us that the fabric was protected and that any spills will just roll off the couch. That is one of the reasons why we bought this couch. With one of the cushions there was a spill. We spoke to one of the store members and they advised us to speak with the warranty **** to have someone come out and clean the couch which they did on June, 19th. In cleaning the couch the protective coating was removed, so now the water is absorbed instead of beading off. I called the store back and they stated that this should not have happened. I called Arhaus ******** care several times, pictures were sent just like they asked, the number is ************** they assured me that they will be working with the warranty **** because now the fabric has been altered and that this should get resolved and to have the cushion replaced. Between the warranty ***** and customer care service from ********************** I have been bounced around many times and hours waisted and being told from ******** Care that the warranty **** will call me with a date for them to come out and replace the cushion. When they did not call me. I called them and the warranty **** stated that I was misinformed and that it will be the customer care from ********************** to call me for a resolution. So I called the customer care **** again and they stated that it's the warranty **** that will call me. At this point it's clear that I am being tossed around between the two ****'s and clearly they do not want to assist me in resolving this matter in which they said they would. I just want the cushion to be replaced as Arhaus customer care said that they will do. After spending $15,000.00 I should not have to go through this stress.

  Business response

  07/16/2024

  I have  reviewed the customer's complaint. Please allow me ***** hours to resolve this issue. 

  Business response

  07/17/2024

  The complaint has been reviewed. We are replacing the complete cushion for the guest. She received today via email confirmation of the order and also instructions to call us once she has matched fabric. 

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had ordered Two Madrone Sofa in the Month of MArch and the order number for it is ********* with covering as NOMAD STONE.First of all the delivery was supposedly to be made in first week of May but it ended up getting delivered on June 29th which is end of June.Secondly out of the two sofa's one was of wrong color and now I have two different colored sofa sitting in my living room.Thirdly I have been leaving voice messages to ***** at Arhaus Concierge at the number provided by her at ************ and I dont hear back from her.As per Arhaus the other sofa will be delivered after 12 weeks so another 3-4 months more which is ridiculous so I feel I am better if my money is refunded back to me so that I can buy some from another store.

  Business response

  07/11/2024

  I have spoken with the customer and have approved the return of the 2 sofa's. We processed a return in the amount of $4767.88 today that will be refunded to the customer's original form of payment once the 2 sofa's have been picked up from the customers home.  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered two Santa Barbara floor mirrors both items were supposed to come together. I was told by the gentleman at the store who helped me with the order . I needed them both for an event I was having after I remodeled the house explained that to him we were having a housewarming party/anniversary party. When Fideleltone delivery team arrived only 1 mirror was there. I even called Fideletone and they said no problem. I called store and was told they would refund the shipping for the inconvience. NOTHING. It was supposed to go back to my arhaus card.

  Business response

  07/11/2024

  Hello, I spoke with ******** today.  The delivery fee that was promised to be refunded has now been credited to her Archarge account.  The customer should be able to see the refund within 5-7 business days.  The additional mirror that was not available to be delivered originally is now set to be delivered to their home on August 30th.  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spent a lot more money for coverage for my Arhaus couch. When I bought it, they said it would cover pet urine and that if it ever happened they would send someone out to clean it right away. I filed a claim and it took a couple of WEEKS to hear from them, then they proceeded to reject my claim and documentation over another month of time. "Warranty Service" aka warrantyservice.com is HORRIBLE. They said it as not covered due to happening over time... how wrong. This experience would definitely make me steer clear of buying from Arhaus in the future. What an awful experience.

  Business response

  07/11/2024

  We have reviewed the complaint. The Worry Free protection plan is offered through a 3rd party Uniters LLC, not Arhaus. Per the attached policy dated September 12, 2022, any accidental stain that can be attributed to a single accident. With the photos provided, there were multiple stains on multiple pieces caused by animal urine causing the denial. I have attached to guest claim and policy for your review.

  We are unable to reverse a decision made by Worry Free as it is not a program of Arhaus. As a gesture of good faith, we can offer a price adjustment to the guest to have the piece cleaned.

• 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.  

*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. ↩