Arhaus

"Kathleen at the Brentwood Plaza STL store was such pleasure working with in assisting with our couch purchase. She texted me pictures of the couch since I was on a time crunch to come in. The purchase and delivery were effortless."

"Very disappointing customer service. we bought a cabinet that was missing a wooden dowel when we assembled it(a very generic part that should be available anywhere). That was not a major problem, but we asked the store if they could obtain the missing wooden dowel. The piece was a floor model, so we were told that there was no way for them to get us the part, since it was purchased "as is." The missing piece is a ubiquitous furniture part(we actually ended up using one that we had from an IKEA shelf), so the inability for the store to obtain a replacement piece shows that: 1) the staff has no knowledge about furniture construction and 2) is unwilling to expend any effort to help the customer."

"We came into Arhaus not sure if we would buy anything and now the majority of our house has Arhaus pieces. We were fortunate to get to work with Kit, Hannah, and Jeremy and the service has been nothing short of exceptional. They have been extremely patient with us throughout the process. We have changed things around on our order constantly and they have worked with us every step of the way. We had an issue with a chip on the dining table that was delivered. It was replaced within 2 weeks of delivery. The pieces look great and are great quality. Hannah helped us with the interior design and we couldn't be happier with the entire process. Kit and Jeremy have been extremely helpful answering our questions during the ordering process and after the order was placed. They were very realistic with timelines and we received all our items at our before the forecasted dates. Highly Recommend!"

"I received a table with a dent and a chair with a hole. I was told no problem we can replace those items for you. I received the table in July. First I was told September then October… now February of 2023 for the replacement. I get it supply/demand, but this is the worst customer service. If you spend thousands of dollars and they can’t fix it until next year maybe provide other solutions like perhaps compensation for the delay if your product arrives damaged and they are not able to provide a reasonable solution within a reasonable time frame…. For 10,000+ dollars I find this shocking. I work in retail if I had a customer who spent that much I would do everything I could to try and explain why and offer solutions. I love there furniture, but this is ridiculous. Do not recommend purchasing."

"Bought a sectional couch with custom fabric selection there a while back and the cushions sank. Although I had lifetime protection plan, I could not get them to respond. Finally decided to put new springs in myself. When we opened the piece, the shoddy construction was evident. There were no typical springs but instead a plastic (!) support structure going across. The pictures show the broken plastic “wires.” The plastic supports snapped at every place they crossed the wooden frame. I stopped by the Brentwood store and, although they sold me the lifetime protection, they said it was “above their pay grade” to get involved in helping. They could not even reimburse the lifetime protection plan. They confirmed I had purchased it. They have some pretty designs but the construction is shameful."