Arhaus Returns Policy

★
DO NOT shop at Arhaus
DO NOT shop at Arhaus, they have the absolute worst customer service. My wife and I have spent so much money here and we even convinced our parents to... DO NOT shop at Arhaus, they have the absolute worst customer service. My wife and I have spent so much money here and we even convinced our parents to get a coburn motion couch worth over $10k from them. Everything is great until you have an issue, then they are the most arrogant and unhelpful company you can ever imagine. My parents sat physically on a couch in their demo room at the store and ordered it because it was comfortable. The couch gets delivered and it is significantly less comfortable than the one they tested in the store (same exact couch model). We called and complained and asked for a resolution/return and all they could say is the couch can't be returned and we are out of luck! They didn't offer any alternative resolution and the person on the phone was very condescending and illogical. He was saying "oh well the couch in the store is more maintained so it's expected to be more comfortable." We bought the couch just a few months ago, it hasn't even been a year so that makes ZERO sense! I am still stunned that they didn't care about the quality of their furniture not being up to par and just flat out refused to offer any sort of resolution or help. I will never shop with them again because I'd rather spend my hard earned money with a business that values me as a customer and cares about my overall experience and is committed to making things right when issues arise. Read more

sundeep

★
Terrible Return Experience
While the company has a great selection of higher end home furnishings, the service and support I've received on an online order has been abysmal. I r... While the company has a great selection of higher end home furnishings, the service and support I've received on an online order has been abysmal. I returned 2 table lamps via UPS over a month ago. After several calls and emails with customer support I still do not have a credit for the return. Will take my business elsewhere in the future. Read more

Nathan Kraft

★
271 reviews, less than 2 stars
271 reviews, with an average of less than 2 stars. That sums up what you will get with your Arhaus experience. Ordered a piece of furniture to match s... 271 reviews, with an average of less than 2 stars. That sums up what you will get with your Arhaus experience. Ordered a piece of furniture to match some other Arhaus furniture we already had. When they delivered, it was a much different piece, as they changed the style, but used the same name. They wanted $900 to return the item, so we initiated a chargeback after the fact. We won the chargeback with the CC company, and now they are sending us invoices and threatening to send to a collection agency. Read the other reviews-this is par for the course with Arhaus. STEER CLEAR. Read more

Christopher Carpenter

★
Absolute worst customer service
Absolute worst customer service. Ordered a particular piece of furniture, and a similar, but not correct, piece was sent. After going through the leng... Absolute worst customer service. Ordered a particular piece of furniture, and a similar, but not correct, piece was sent. After going through the lengthy process to initiate the return, Arhaus Wanted to charge a restocking fee of nearly $1,000, for an item that they sent incorrectly. We disputed the charge with our CC company, and now they are sending demand letters and threatening collections. Yeah yeah, go ahead. We don't use credit anyway, so not exactly a threat. AVOID AT ALL COSTS. Read more

Christopher Carpenter

★
Poor customer service
I bought two glass pendant lights for a Airbnb property I'm setting up from Arhaus recently for $699 each. One was "cloudy" when it arrived so I asked... I bought two glass pendant lights for a Airbnb property I'm setting up from Arhaus recently for $699 each. One was "cloudy" when it arrived so I asked to exchange it and they said no problem should be out next week. Then couple weeks later they tell me it's on back order for 18 months! Now I have one pendant light installed over the island Certainly, I understand that's the way it is sometimes. So I ask them if I can get one off their showroom floor instead or as last resort, if none available, use the cloudy one until the backordered one is ready? They said they are not willing to do that but I can cancel/return the other light instead. I think they could have stepped up here to make something work. Terrible customer service I'm sorry I bought $20k in furniture from them but I won't be doing again Also doesn't seem helpful to have Minoan as the middleman going back and forth to your vendors as it delays things with them as the middleman. Read more

Loni Le Van-Etter

★
Customer Service is not for the customer
Bought the Lago king bed from Arhaus. Once it arrived and we put our mattress on it, we noticed that the bed was bigger than the king sized mattress. ... Bought the Lago king bed from Arhaus. Once it arrived and we put our mattress on it, we noticed that the bed was bigger than the king sized mattress. There were 4 inches of plywood exposed. No normal amount of quilts and blankets would fill in that gap. I spoke to someone at concierge, who was actually really understanding about it. She said, "it shouldn't matter that you didn't buy a mattress from us. Our beds should fit all brands of mattresses." Asked me to send photos of the issue, so they could find a solution. I did, and never heard back. I then called back, got someone different, and because the 14-day return window was closing without any resolution, I asked for a return. They said I had to pay the 10% restocking fee, because it wasn't a fault of Arhaus' and it wasn't a product defect. Called back again to try to get someone to look into my case. Essentially, because I didn't buy a mattress from Arhaus, it's not their problem. FYI the Leesa mattress and Arhaus mattress is the exact same size. Not sure what Arhaus is thinking. By the look of these reviews of poor customer service experiences, they are losing more and more high-value customers. They're definitely not "for the customer." Anyway, don't buy their beds unless you know it will definitely fit your mattress. Read more

Michelle

★
Torrance CA Location
Torrance CA Location. I ordered a Sofa Console Table, it was actually really nice, however the color online in every photo showed it being a very ligh... Torrance CA Location. I ordered a Sofa Console Table, it was actually really nice, however the color online in every photo showed it being a very light wood. It was not, it was way too dark. Sent back. Also, ordered two fur white poofs. Cute but wobbly when you sat down and too small. The delivery people were great at first, dropping off was awesome however picking up was a different story. The manager over shipping was arguing with me about the timeframe of pick up. Was I supposed to wait around ALL DAY! Usually there's a 2-3-hour window which is fine. I finally told her that she had a specific time to come to my house, period! Or... keep coming back within my timeframe. Ridiculous! The Assistant Manager at the Torrance store doesn't know what day it is! She was so monotone and wasn't able to calculate simple math. When she "accidently" shorted me on my credit for the return, she couldn't understand how the shipping was being taken away twic. I had to explain it to her several times. When she finally said, "we will refund your shipping" I said "and the correct amount that I paid for the furniture" I will NEVER buy from them again! Total waste of time! Had to dispute the charges on my CC as well. Because the Throw and Pillows I sent back (with RMA approvals) were sitting in a warehouse somewhere for 15 days, they never gave me credit for the returns! Disputed and AMEX gave me back my money! Read more

Keli

★
Arhaus Made Mistake; Charging us for Return
We purchased a kitchen table, dining chairs, and side table from Arhaus. The dining chairs do not fit under the dining table as they did in-store. We ... We purchased a kitchen table, dining chairs, and side table from Arhaus. The dining chairs do not fit under the dining table as they did in-store. We told customer service and requested a return. The side table has yet to be delivered, so we offered to either bring the chairs back to the store or give them to the delivery crew when they deliver the side table. The woman on the phone says it will be $399 plus 10% to return the chairs... even though the delivery people are coming anyways AND the chairs were incorrect and not the same measurement as the store. Unbelievable. Fraud. This is why we've been long time Restoration Hardware and Crate and Barrel customers. Should have never given Arhaus a chance. Read more

Ruanda Eloise

★
Absolutely horrible customer service.
I have purchased furniture on 3 separate occasions from Arhaus and every single time I've had problems with customer service: they don't return calls,... I have purchased furniture on 3 separate occasions from Arhaus and every single time I've had problems with customer service: they don't return calls, they always tell you that you reached the wrong department, they give you the runaround when returning something and tell you they have to get back to you. I've been trying to return a faulty Christmas tree and have called multiple times. I'm told that they have to get approval from the 3rd party vendor for the return. WHAT? I didn't purchase the tree from a 3rd party vendor, I purchased it from Arhaus! This is the 3rd time I've called about this tree. Nobody follows up as promised. I will truly never order from them again. 3 strikes, you're out. Read more

Johnathan

★
Recent Purchase
My wife ordered this mirror for our dining room. When we got it delivered, a $299 delivery charge, she realized it was too small. She called customer ... My wife ordered this mirror for our dining room. When we got it delivered, a $299 delivery charge, she realized it was too small. She called customer service to return the mirror. They wanted another $299 plus a restocking fee. I would sooner break it than give them more money! We have bought a table, 6 chairs and 4 counter stools from them over the past few months. Two of the items were damaged and had to be exchanged. They made us send photos of the damages before they would agree to. The furniture that we were replacing was much better quality than the ones we bought at Arhaus. Their customer service and quality is terrible so buyer be ware. We will not be shopping anymore at Arhaus. I posted a review on Facebook. They responded to my review on Facebook telling me to DM them. It has been a week and they have not contacted me. Further proof that they are unreputable. Stay away! Don't shop there! Read more

Joseph Cirieco

★
I do not recommend Arhaus
I do not recommend Arhaus. I bought four counter stools that didn't fit correctly. I immediately called them and was charged a restocking fee and anot... I do not recommend Arhaus. I bought four counter stools that didn't fit correctly. I immediately called them and was charged a restocking fee and another delivery fee to return them. I ended paying them $700 to return the stools in less than 24 hours! I wanted to buy different stools but was told that there would be another$299 dollar charge to purchase and deliver them. Are they nuts? They wouldn't budge and lost my business. I am using RH now who are a pleasure to deal with and run a great business. They are going out of their way to earn my business. No restocking fees and a onetime delivery fee. Do not shop at Arhaus very poor customer service!! Read more

Ruth Manin

★
DONT BUY thes TELEGRAPH (4 Drawer) FILE...
DONT BUY thes TELEGRAPH (4 Drawer) FILE CABINETS The locks are CHEAP! They FAIL, and it takes a very long time to replace. I had my taxes inside, ledg... DONT BUY thes TELEGRAPH (4 Drawer) FILE CABINETS The locks are CHEAP! They FAIL, and it takes a very long time to replace. I had my taxes inside, ledgers etc. and could not access. Had to xcl accountant and filed for an extension... ready to hacksaw apart, but they will not cover or return the item. Awaiting replacements. The Technician said it happens A lot with these locks. Customer service was not empathetic to the severity. For $1600 this should not happen. Why have a secure File cabinet if you can't get in? Failed design. User's recommendation: find a different product if you're spending that type of money. Read more

Rus

★
I purchased a lamp through Arhaus
I purchased a lamp through Arhaus. I need to return the lamp and no customer service rep seems to know how to accomplish this task. After several emai... I purchased a lamp through Arhaus. I need to return the lamp and no customer service rep seems to know how to accomplish this task. After several emails and phone calls over a two-week period, I still do not have a return label. The package is sitting in the lobby of my building and it's become an eye sore. Worst customer service I've encountered. Read more

Leigh

★
If it were possible to leave no stars
If it were possible to leave no stars, I would. $18,000 was spent with this company. Initially the interaction with store personnel was great. Followu... If it were possible to leave no stars, I would. $18,000 was spent with this company. Initially the interaction with store personnel was great. Followup after the sell was slow and then nonexistent. Information about the fabric, personal experience with the products and durability turned out to be incomplete and inaccurate, compared to our experience. Two sofas arrived damaged, fabric very inferior! Two Rowland leather recliner seats stretched out and lost enough color to look “old” in less than 30 days - no children in the house. Leather was purchased because we expressed desire for durability. This leather is not durable, but rather very delicate. After a lot of emailing, submitted photos and conversations with their concierge, two sofas and 2 Rowlands were returned. Even though the furniture was picked up by “their selected movers”, our money was held until after everything reached their return Location. One sofa, reported by the movers, as having reached the Arhaus warehouse, was not immediately credited. The local store did not return emails. The regional manager would not respond. We are stuck with two recliners that have blankets over them to protect them from even the slightest moisture, and everyday simple living! Imagine, covered expensive furniture! Horribly disappointing experience. Read more

Elaine Stacha

★
I ordered my furniture in February of...
I ordered my furniture in February of 2022. It is now almost September of 2022. They sent one email in May to say my order was processing. I mailed. N... I ordered my furniture in February of 2022. It is now almost September of 2022. They sent one email in May to say my order was processing. I mailed. No return emails. I have called, many times. They are very nice on the phone. It was delayed in May, promised it would arrive in late June. They said "we rarely get delays." They then promised late August. Now, today, late November. I asked for my money back. They said they would be back in touch. No one called. Don't waste your time. Read more

Mariedith Appanaitis

★
Can't trust their Quality Or Customer Service.
This company is awful. I am not going to blame them for the supply chain. Just their quality of furniture. I bought the Landsbury sectional I am writi... This company is awful. I am not going to blame them for the supply chain. Just their quality of furniture. I bought the Landsbury sectional I am writing a review b/c the Landbury Sectional that I bought wasn't made well. The cushions broke after 6 months of use. It arrived stained on 6 pieces of the cushions. They scratched my tile floors. Also they told me they were going to order a new one for me. Well that didn't happen. So I waited 4 months for them to come clean the stains. When their person showed up he only cleaned the bottom cushions when the stains were on the top ones as well. So they had to come out twice b/c like a good employ he didn't listen to me. So I now the material is shot! The cushions are BROKE!!!!! There customer service ppl are not that honest either! I had a professional REGIONAL sales person come to my house that told me your sectional is crap!!! I want to return it!!!!! Arhaus told me no! After they lied to me and said the guy that came out to inspect told them nothing was wrong with the sectional. Anyway I guess I am Arhaus's door mat. Thanks Read more

Em HOB