ComplaintsforArhaus Furniture

• Initial Complaint

  10/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Returned item to a UPS location with the merchant-provided label on 9/27/2024, and the item was received by the merchant on 10/2/2024. Eight business days later, and the refund still has not been posted to my account, despite multiple follow-ups with the vendor.

  Business response

  10/15/2024

  We have reviewed the consumer's complaint. The return was processed 10/07/24 and the refund was sent back to Visa 7708 on 10/08/24. If the consumer has received the refund, we recommend he check with his financial institution. There is no further action at this time.

  Customer response

  10/16/2024

   I am rejecting this response because I have been in direct contact with my bank, *****, and they have confirmed on multiple occasions that the vendor has NOT initiated the return. It has been 10 days since the vendor alleges they processed the refund, and my credit card company has no record of this.
  
  
  

  Business response

  10/17/2024

  I have reviewed the consumer's rejection. I have reached out to our accounting department to retrieve the transaction data for this refund. It will provide the date and time of refund and also when it was accepted by the financial institution. I should have this information within 24 hours.

  Business response

  10/18/2024

  Please see the attached invoice. The refund was processed back to the issuing bank 10/08/24, the bank accepted it 10/14/24. The consumer will need to contact his financial institution with the transaction information attached if the refund is not showing.

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a dining table from you all in April or May of 2023. There became issues with production timeline and because of that we ended up canceling the order- purchasing a dining table from Restoration Hardware instead. About a month later that item we ordered/cancelled through Kierland showed up and was left at our home. I called Kierland and let them know, and the manager, ***, reprimanded me for the item being left at my home. I scheduled a pick up since we did not want it, in addition the item was damaged. When it came time for the scheduled pick up, no one showed up. I called them again and rescheduled again, the second time no one showed up. There was no communication. There was no apology for us having to take two different days off work. My last email to them no one responded. we never heard a word from anyone until this month- a year and a half later I receive a letter saying I owe the amount for the table.Never did I tell them I wanted to keep the table. My last email to them was I’ve scheduled this twice, I’ve taken two days off work and no one is showing up.This is terrible customer service.Even with receiving this letter, I have called numerous times.I cannot get in touch with anybody.I’ve left messages.No one has called me back.I finally spoke to the manager today, ***, not because he answered any of my messages but because I repeatedly had to call, and he will again schedule a pick up.He is rude very and unapologetic for what has happened. They basically abandoned a piece of furniture at my home and waited a year and a half to let me know that they want payment. It is absolutely ridiculous. It’s amazing that someone like this can even work in customer service and Arhaus wants him to be represent their company.hopefully they will show up and come and pick up this item. Because it was our understanding that they didn’t want it because they didn’t come and get it and it’s been over a year and a half and we were free to donate it to someone in need.

  Business response

  10/07/2024

  I have reviewed the consumer's complaint. It seems we have been having trouble scheduling a pick up currently and previously. We have called to schedule 10/04 8:52am, 10/05 7:43am. An SMS was sent on 10/05 as well. At the current time the pick up has not been scheduled. The scheduling system is set to callback this morning. I have included the SMS message sent to phone number on the account.

   

  10/05/2024 7:15AM MST SYSTEM SMS Self-Scheduling Pick-Up Notification SMS sent : We understand your ARHAUS order is ready to be returned with order ************* We will be contacting you to schedule your appointment. If you have any questions, please contact us at ************ or scheduling@fidelitone.com. FIDELITONE Reply STOP to end

  Customer response

  10/07/2024

   I am rejecting this response because:
  
  Arhaus Is constantly trying to ship the blame on us for this. On Friday, Oct 4 I spoke with ******* ******,
  Manager, Retail Operations & Sales. She told me she is going to be handling the scheduling of the pick up and that it was not my responsibility and she would call me and let me know when the item would be picked up. Because I told her I would no longer be taking any more days off on behalf of. Arhaus. I have already lost two days that Arhaus is not compensating me for. So as of now, I have not heard back from her so the pick up has not been scheduled to my knowledge because she has not given me a date or time.

  Business response

  10/09/2024

  The consumer has been working with the retail department within the company. The filing of a BBB complaint goes to a different department. Normally when a BBB complaint is filed, the consumer has not been able to get a satisfactory resolution. I have been in contact with *******, who informed me that she has been in contact with the consumer and was unaware a BBB was filed. The consumer will continue to work with ******* until pick up 10/11.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a chair a floor sample and it has completely fallen apart it is complete garbage. We have had it less than a year and even on sale it was over 1200.00. I can’t believe they can sell furniture that literally falls apart and will not replace or refund it.

  Business response

  10/21/2024

  I have reviewed the portal and have not seen a previous notice of this complaint. There is an inaccuracy in this complaint. I have included a copy of the consumer's invoice, this consumer purchased the floor sample Harvey for 1033.66. The recliner was purchased as is with out a warranty, this is stated on the consumer's invoice. There is no further action on this complaint.

• Initial Complaint

  09/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 3 faux fur throws from Arhaus online, after being charged and waiting 7 days to get a tracking number I still had no confirmation? I called 3 separate times and was told that the items are getting ready to ship. On my 4th time I called and they said there was an issue with my card but that’s not possible because I was already charged. Then I called again and they said there was something wrong in the system and they were goi y to expedite my order and ship me the items I ordered. The very next day I received an email saying that the items I ordered and actually changed for were not even in stock and they have no idea why that happened. I have purchased tens of thousands of dollars worth of furniture etc… and every time just about there is an issue and I am absolutely sick of it. I asked the representative to give me another throw slightly different color but same thing since they were the ones that messed up and match the price and she said NO. She said the best they can do is refund me. That’s not a good enough resolution for me at this point. And I would like a much better resolution considering how much money I have spent over the years with the company.

  Business response

  09/30/2024

  The consumer's order was placed on 9/20, the items purchased were on clearance and oversold as it was featured on multiple sites. The online sales team was informed of this on 9/25 and informed the consumer 9/27. As the item was purchased on clearance the guest was informed we would not be able to price match to regular priced throws. At this time the consumer has been issued a full refund. We consider this issue resolved, there is not further action to complete.

  Customer response

  09/30/2024

   I am rejecting this response because:
  
  It is not my fault nor my problem that the site oversold. The least they can do to make it right is to price match something very similar to make things right. After spending tens of thousands of dollars with the company that’s the least they can do to make things right. Overselling product should not mean that the customer is the one affected by it . 

  Business response

  10/02/2024

  I do apologize this resolution is not what you wanted. The order was cancelled and refunded 9/29/24. As the order has been deleted in the system we are unable to make any adjustments. Your refund was processed the same day, there is no further action at this time.

  Customer response

  10/02/2024

   I am rejecting this response because:
   I made my case clear I do not accept 
  
  

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a fire pit table and the heating element is no longer working. They are not willing to assist with the issue even though it is under warranty.

  Business response

  09/30/2024

  The consumer was informed we do not repair gas lines. As the consumer stated, the unit is working just the temp doesn't raise, he was informed to have the line checked. Something may have gotten in the line during the off season or while stored. Arhaus does not warrant gas nor electric components. This was stated on the warranty the consumer received at the time of purchase.

  Customer response

  09/30/2024

   I am rejecting this response because:
  
  How do you sell a fire pit and not warranty the heating element? This unit is in immaculate condition, stored indoors and has always been covered. It’s a faulty part and as a company should stand behind your product. Your competitors all stand behind their fire tables, internal components and burning systems. We spent a lot of money and would expect it to last more than 2 years. Please make it right. 
  
  

  Business response

  10/03/2024

  I have spoken with the consumer verbally. He has been given the option to return the unit for a full refund or taking a price adjustment of 640.00 pretax to keep the unit as is. He asked for a little time before making a decision as he is going to check search for a local technician to repair. He stated he should have a decision by Tuesday October 8th.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased outdoor furniture (2 chairs and a sofa) and covers for the furniture from Arhaus on August 10, 2024. The sales order number is *********. I returned the furniture on August 24, 2024. The return number is *********. Today is September 4, ******************************** to pick up the furniture. This is significant because I do not receive a refund until the returned furniture is pickup by their transport company and delivered back to their warehouse. My request is to have someone contact me as soon as possible to pick up the returned furniture and and deliver it to Arhaus' warehouse, and then to return the amount I paid for the furniture less the agreed upon offsets.

  Business response

  09/09/2024

  I have received the consumer's complaint. Upon review the delivery hub was contacted and responded to pick up on 9/5. The consumer should have been contacted by the scheduling team at this time. Please confirm?

  Return ********* $965.41

  Return ********* $4233.08

  Business response

  09/13/2024

  Return ********* was processed and refunded 9/12/2024. The guest will see this reflect in their account within 3-5 business days.

  Business response

  09/20/2024

  This issue has been resolved.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction: 12.3.2022 Order: 107735464 Issue: Damaged table top Received replacement table on 1.6.2023- was told to give the table back to the driver. When replacement table delivery took place the driver would not take the table because wasn't informed to pick up the table. My assistant called Arhaus several times, Arhaus failed to advise us on what to do with the damaged table. Until June 10,2024 (18 months later)- I received email from * ******* inquiring about the expected return on the table. A research for that table was conducted. Then I received courtesy reminder payment in full for the table for $491.65. I mailed a certified letter, it was received & signed by Arhaus around 7.29.24. The letter asked for Arhaus to call or email back. Since I reused the table frame only; I purchased a remnant piece of stone & have a top made. I wanted to pay less for the table, since I used the frame only. After that certified letter, I received another courtesy reminder payment in full dated 7.29.24 and another letter with intent to send the amount to collections. After the certified letter I called the ************- was on hold for 15 min., I spoke to no one. Then emailed ** ******* on 8.13 with no response. I emailed a trade marketing spokesperson on 8.14, no response. No one has responded to this issue. The same problem we had when we needed to know what to do with the damaged table 18 months ago.

  Business response

  08/19/2024

  I do apologize for the confusion, the payment reminder is for the second table. An exchange was placed, at the time of the exchange the original table was not returned. At this time we will need return of one of the tables or payment made to remove from the collection process.

  Customer response

  08/19/2024

   I am rejecting this response because:

  Apparently no one has read my letters and emails.

  #1 damaged table was replaced- and driver that delivered the table refused to take it per Arhaus instructions- 1.6.23

  #2 my assistant called Arhaus several times to ask what to do with the damaged table- no one called back -1.23-2.23

  #3 the table frame only was reused- a new top  was made in the amount of $205.00- 3.23- Arhaus still has not responded
  

  #4 Happy to pay for the frame only less the top. Apprx $286.

  Hope this is clear & perhaps they should read their customers documentation when its mailed or emailed.

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

  Business response

  08/26/2024

  The consumer is currently working with our store operations department on clearing this debt. I have reached out to them to get all pertinent information regarding the consumer's account. I will have this information within the next 72 business hours.

  Customer response

  08/26/2024

  Arhaus has not reached me to get this resolved.

  Not sure where this information came from.

  Customer response

  08/30/2024

  Good Morning ******,

   

  I have not heard from Arhaus in attempts to resolve this issue.

  i am not sure what to do next.

  Thank you for following up.

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

   

  Business response

  08/30/2024

  The consumers debt has been cleared. He has been taken out of collections.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new dinning table from Arhaus on 09/04/2023, received it on 10/17/2023 and started noticing cracks formation on the table top after owning it for just a couple weeks. A case was opened on 11/14/2023 (CASE # ********) and a replacement was delivered on 02/07/2024. After owning the replacement table for a couple months, I started to notice the same issue (cracks and paint pealing off). I, once again, reached out to Arhaus customer service on 06/06/2024 and had a new case opened (CASE # ********). Arhaus came back to me and said that the table in question had been discontinued and couldn't offer a replacement. The only remediation I was offered is a store credit of the amount spent on the dinning table (excluding sales tax and shipping fee). I am unfortunately unable to find an item we like on their website and requested a full refund on the original payment method which they are unwilling to do. One thing to point out here, is that our defective dinning table is supposedly covered under a 5 years warranty which does not stipulate in store credit as remediation mechanism.

  Business response

  08/19/2024

  I do apologize the Theo table did not measure up to your standards. I have reviewed your account and noticed it was originally delivered in October and was exchanged in January. As you have not had a viable table in your home, this is not a warranty issue. I have processed the return for your Theo, you will be contacted by your local delivery team to schedule in home pick up.

• Initial Complaint

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Leather ottoman hair falling off only used 3 times At Haus refused to do anything and customer service was horrible

  Business response

  08/09/2024

  We have received the consumer's complaint. The information provided does not pull an account nor order in our system. The consumer will need to provide the account or order number for this issue.

  Customer response

  08/09/2024

  Here is the ARHAUS claim number as proof as well as a photo of the defective product 

  Customer response

  08/12/2024

  [[BBB transcription via email]]

   

  Strauss case number Case ********

  Business response

  08/12/2024

  The case number provided by the consumer has been reviewed. Is this vacation home used as a rental or commercial property when you are not there? Is this home listed on VRBO, AirBnB or any other rental site?

  Customer response

  08/12/2024

  This is an 11000 sf custom mountain home  used only by me and my wife

  rentals such as Airbnb and VRBO are not allowed

  Arhaus    Stop avoiding the fact that thus product was misused in any way

   

  **** *****

  Customer response

  08/13/2024

   I am rejecting this response because:
  
  I have sent ARHAUS 7 photos as requested and answered every question that have asked   
  

  **** *****

   

  Business response

  08/19/2024

  I do apologize if the question upset you. The question asked is valid, consumers use second and vacation homes as residual income. The photos provided have been reviewed by our quality team and are conducive with customer damage. The fur seems to be rubbed off, possibly by the rubber sole of a boot or shoe. We will allow a return for refund. The items were delivered via UPS, we will email a return label to the email address on file. Please return to your local UPS store or drop off location.

  Business response

  08/19/2024

  Original receipt and Return invoice.

  Customer response

  08/21/2024

  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.

  Items were shipped via UPS yesterday 8/20/24 as instructed by ARHAUS

• 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

*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. ↩