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September 2024 by K-Tjen Khong
Marc and Kyle were really great to work with! Great suggestions on specific items and the custom options available. Also really thorough and helpful updates throughout the delivery process. The last item got delivered today and we love everything we got.
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February 2024 by Sampada Patel
Do not order from this place - awful customer service and follow-up. We ordered a gorgeous dining table that was delivered twice incorrectly. First time, the table top was damaged but the base was fine so they took it back. My Arhaus "concierge" told me it would be re-ordered but when it arrived the table top was for an indoor table but the base was for an outdoor table! You can never reach your Arhaus "concierge" or leave messages for them because the number they say you can contact them at never connects. When you call the store to talk to your salespeople, they are never available and will "call you back" - but then never do! I had to make multiple calls to get my refund because of course you have to pay the full amount up front. And then I had to call again because they refunded less than they should have - bad experience, zero customer service, complete waste of my time and mistakes aplenty!
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January 2024 by Leo Wang
We had just walked in and got a couch it hasn’t come yet but the customer service was amazing! Kyle helped us and was very pleasant to work with. Love shopping here
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December 2023 by Amy S.
I came in recently with my mom and my toddler on a Saturday morning. We were the only customers in the store. There were about 4-5 sales associates in the back area all seemed to be too busy doing whatever they were doing (heads down looking at their laptops or talking to each other) to even acknowledge us or say hello. We felt like we were intruding in their space. What a way to unwelcome guests!
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September 2023 by Vince Liang
Extremely disappointed with the customer service. We placed an order with Marc for a Beale sectional sofa in Oct '21. After 8 months of anticipation, Arhaus delivered the wrong sized ottoman and an incorrect arm cushion.It took another 4 months to deliver the right ottoman. And a full year after the original order before we received a replacement cushion, only for it to be... yet another incorrect arm cushion.As if that wasn't enough. About a month ago, nearly 2 years after the original order. I received an email from Arhaus requesting the incorrect ottoman, otherwise they were going to charge me for it!Under normal circumstances I would be ok with this, but emailing a customer with a threat, after spending over $10K, on a mistake you made? Really distasteful. If you're looking for a quality sofa delivered in a reasonable time with good customer service, avoid Arhaus.
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August 2023 by Poopak H.
If there was a 0 I would go for that. We have purchased a table a few months ago and they told us we will receive it in 4-6 weeks. This is is the third time they have scheduled a delivery time and they don't show up. We call the store nobody will give you an reasonable answer and they will tell you that they will call you back but that's a lie too. Do not buy from them.
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August 2023 by Judy D.
We recently moved to new home and needed to furnish from start to finish. We have had Arhaus furniture before - a king bed, headboard, mattress and master bedroom furniture. We love the Arhaus product so went into the store to just look around. We connected with a gal named Chrissy Spear. She came to the house, got a feel for it and we discussed the direction we wanted to go so see could create the feel that we were looking for. She took copious measurements and I shared with her some of the items that I was in love with from looking on the Arhaus website. Chrissy came back to me in a short time with color, material swatches, wood samples and a rendering on line to review and discuss. We tweaked a bit and placed an order for the living room, dining room, game room, office, guest room and kitchen. I have to say that working with Chrissy over 6-9 months was refreshing! She has terrific Customer Service (and that is a HUGE complement coming from me as a retired Customer Service Sr. Director from the Medical Device World). She has great taste and was one step ahead of me all along the way. She tracked my orders and was here (at the house) for the major delivery. She was a stickler for quality and replaced the tiniest of imperfections. It was a great experience and I would go back to Chrissy every time for any addition to our home. I have also gone to Chrissy for her opinion on accessories and wallpaper. She is THE BEST!
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July 2023 by Jean Tsou
Many great selections to see and they also have custom fabric finish for accent chair and sofa here as well. Inspired by many beautiful pieces here. However, Customer service seem to be slow. No one approach to welcome customers here.
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July 2023 by Shasa B.
Went into Arhaus Burlingame location, looking pieces to start updating my home and found out they provide free design services. I've work with Dominique who has a wonderful eye to design to meet my specific style and the size and style of the house. He's has pushed me out of my comfort zone and chosen beautiful pieces that I will love for a long time. Dominique has been very patient with me through this process and made sure I was happy with the pieces that were chosen.
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July 2023 by suman vodnala
This place has the worst customer service ever. Don’t expect to receive quality product after your purchase. We purchased products which arrived with multiple abrasions and the staff couldn’t resolve the issue even after 2 months. If you want constant frustration every time you use their products this is the place to purchase and loose peace of mind.
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June 2023 by Margery M
Its nice to see something different than P Barn and Crate & B.
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May 2023 by K B.
Very challenging to work with the Arhaus--impossible, even. I've been trying to work with them to order simple cushion covers and have been referred from team to team for 8 weeks. If you order anything, pray that it arrives in perfect condition and you never need any anything from Arhaus customer service, 'concierge', web sales team, or store team, etc.
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April 2023 by Paco L.
Was in town from 3 hours away. Came here to check out the furniture and possibly order new lamps I've been eyeing. Walked in and the ladies in there were absolutely cold and didn't acknowledge me at all. Walked by like three times. Not a single word. Stuck up, snooty, and unhelpful attitude. The reviews literally echo my experience. Never again. PS stick to places like Crate & Barrel, pottery barn, west elm, or Article for your furniture -- people there that actually wanna help!
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December 2022 by Vanessa D.
READ THIS REVIEW BEFORE BUYING; I stumbled on Arhaus online as I was searching for an art piece to hang in living room. I saw a piece I loved so I called the store and placed an order over the phone. The designer, Boris, over the phone was super nice and gave me work cell if I had any other questions on other design decor. He emailed my receipt for my order. Here where it starts to go wrong: 1) My emailed receipt had the wrong address for the shipping of my order. I own two properties, in Southern Cal, and the other in San Francisco. I immediately called Boris , and was told he will type in the order to ship to the SF address. This was an $1100 art piece so naturally I was concerned. I was told not to worry it was taken care of. 2) I had to wait 5 weeks for my Art Piece since it was a custom order. At around the 5th week, I received an email from their ship to department that I should be receiving my order soon. They sent a ship to confirmation TO THE WRONG ADDRESS. I immediately called and the gal over the phone said she updated the order, and was taken care of. 3) At this point I fly to San Francisco because I want to be there when it arrives. My RING Doorbell alerts me on my phone that there is someone at my door. UPS left the big ART PIECE box in front of my door at my LOS ANGELES HOME!! Ugh!!! 4) I'm am extremely irritated at this point. I called the Arhaus in Burlingame and they promised me that it will be taken care of. I didn't want the art piece to be stolen, so I fly back to Los Angeles to put it back in my house and wait until they tell me when UPS will pick it up. At this point, Im already out of pocket by $250 for flying last minute back to Los Angeles to avoid it doesn't get stolen, since it was a huge box in front of my door. 5) Melissa at Arhaus in Burlingame calls me and apologies for the shipping errors. She will make sure it comes to my home in San Francisco. I fly back to San Francisco to await for my picture frame. I get an email confirmation that my order has reshipped to the WRONG ADDRESS AGAIN. They put my Los Angeles street address, and for the City they put San Francisco. How in the world can this be F'd up Again!!! I'm trying to maintain my composure. The gal Melissa is trying to help me, and I don't want to take out my anger on the wrong person. 6) Melissa was kind enough of to get a 5% credit back to me for this fiasco and inconvenience this has caused me. It wasn't much but I appreciate her effort. Melissa tried once again to fix the problem; UPS is called to redirect the picture art to the correct address. I was given the tracking number on when it was coming. Now, I see light at the end of the tunnel. 7) UPS delivers my frame ! Yay!! I'm so excited. I look at the box and all the air whooshed out of me when I saw the box. It was wripped and I prayed it wasn't damaged. I open the box, pull out the frame, and sure enough , the frame was broken and the canvas was ripped. It was not salvageable. ( See picture) 8) I GIVE Up!! I emailed Melissa and Boris, and they agreed to refund me. For 2 nearly weeks I had to keep following up on my refund . On top of that , they took back the measly credit they gave me for all the hassle I endured. That was distasteful. I strongly discourage anyone from buying from this store. The sales associate, Boris and Melissa, were very cooperative in helping to rectify this disaster but overall this Merchant has SERIOUS PROBLEMS with shipping. Your order might end up in Alaska!
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November 2022 by Helena A.
Like many others, I should have viewed the reviews before shopping here. Although I absolutely love the products, the customer service team is horrific. We had great customer service while there buying almost $10k of furniture but once you leave, it's one problem after another. Please beware. The delivery communication is horrible. I had to call 3 times to get an answer of delivery ETA. At the time of the order, we were not told of each ETA so we assumed the bulk of it would be delivered at the same time, with the exception of our sideboard which we knew would be in December. Then miraculously I received a shipping email. Not all items were delivered that we expected. We had a problem with a stool upon delivery. I called back and they told me a concierge would reach out to me regarding the stool and that I would received notice when the other items are due to ship in January, not December. No one called me, after 3 weeks I had to call yet again. During that phone call, a guy told me I had to call concierge directly. I told him that's not what I was told at my initial call....that I wish they would be more consistent. So I left a message at the concierge phone number Friday. Then all a sudden today, Monday I get an email from concierge! It is infuriating!!!! I would rethink shopping here solely for the horrible customer service. I gave 2 stars because I truly do love their furniture