Allen B - Apr 06, 2020
A painful experience... and that just to purchase OVERPRICED furniture... Placed the order in store for two sofas and two couches and put the requested deposit (I think 50%). Salesperson told us it normally takes UP TO two months. Seemed as a long time but we spent time to choose the pieces and colors and accepted the wait. After FOUR months of waiting, contacted the store and we were told "any day should arrive". After another 2-3 weeks we got the call that the items arrived however the two chairs are damaged. At this time they charged the remaining balance owed for the ENTIRE order. The sofas were delivered but for the chairs we were to wait again about the same amount of time to reorder. Called the store and after several attempts (about a week long), Chris assured us there is nothing he can do about the turnaround time. Also, we asked him to refund the amount charged for the items not received. He did not want to offer any thought on that. At this point with them being PAID IN FULL, their interest of assisting our needs was not available. We requested the Regional Manager to contact us. After almost two weeks Phillip Weitlauf called. This was a great representation of ARHAUS company standards: Phillip was rude, unwilling to provide any options on the fact that we were negatively impacted by their neglect and was surprised by the initial sales person that told us the wait is TWO months when according to him, is at least FOUR months for items to arrive. He's solution was to patiently wait another 4-5 months until the order arrived and he would not even consider the refund of the amount charged for the items we did not receive until they would arrive. We had to waste more time in research for another person from the company to speak with. We finally got hold of Helena Griffin, Concierge Manager. She was at least talking and had some patience. Our request all along was to credit back the amount paid for items not received, and since this is taking so long, for some loaner chairs so that the room the furniture was purchased for, would not look so empty. We had birthday and Holidays gatherings with PURCHASED items, PAID IN FULL but NOT RECEIVED. Promises but NO ACTION. We placed the order July 2019 and received the last item February 2020. Chis the Store Manager is confused and has no power to solve anything. Phillip the Regional Manager is an arogant and disrespectful image of a company that unfortunately still is operating. Arhaus.... the operation is beyond acceptable for what they claim to be US based. The quality of the furniture is average at best with imperfection in the material and poor craftsmanship.The Customer Service is nonexistent. Company image is made of individuals with poor training, awful management and misrepresentation of truth. I wish JOHN REED, the CEO would be more involved and show some leadership. The delivery company they are using is untrained and have lots miscommunication. When the delivery persons entered our house, while raining outside, walked on my white carpets without any protective gear over their shoes. The stains had to be removed by professional carpet cleaners. Helena, The Concierge Manager was the only one from the company that attempted to act. After the entire ordeal she was able to provide us with about a 10% discount on the purchase.
