Arhaus Furniture

Arhaus has agreed to pick up the merchandise and will refund the customer upon pick-up

Client received delivery on 4/and the delivery driver called in to report a scratch on the side Client had to leave the home and was unable to speak with Customer Service at time of delivery Customer Service called back on 4/and left a voicemail to discuss the options of either an exchange once item was back in stock (eta early June) or whether to send a technician to attempt repair of the pieceCustomer Service called and left another voicemail to discuss options on 4/ Customer Service did not hear back from Client, so they set up an exchange on 5/ Item arrived in stock and the Client was emailed the following: From: [redacted] Sent: Wednesday, June 28, 3:PM To: ' [redacted] Subject: CUSTOMER # [redacted] CUSTOMER # [redacted] Hello, Please call Arhaus Concierge at your next convenience to schedule your delivery Client emailed Customer Service Rep late last week stating that she wanted 20% off to keep the piece as-is This discount has been approved by a Customer Service manager Customer Service rep, Ashley W, will reach out to the Client to process the discount

Bought a relatively high dollar leather ottoman, had to return it because the leather installed incorrectly. now one of lower cross brace is broken and Arhaus refuses to deal with it. So I contacted a furniture repair shop to repair it, but he needs the wood stain color to do the job and Arhaus refuses to part with that info saying it is a secret. We presently have quite a few pieces of furniture from them, but never again.

We purchased the worry-free protection plan. But the claim was denied. Even though in their marketing brochure for the plan it states that pet damage is covered. in the fine print, only pet damage caused by bodily fluids is covered. Since my dog ate a corner of a casing on a back cushion, it was not covered. So much for worry-free protection. Buyer beware - of course you don't review the actual agreement before purchasing. There are 26 items that are specifically not covered.

Our Concierge department contacted the Customer on 9/6/17. We have requested that our hub delivery team pithe Customer's merchandise ASAP. We also asked them to contact the Concierge department once they are in the Customer's home so the refund can be processed at that
time

Carrie D*** our Client Services Manager had a long conversation with this client last week, and suggested she use Mohawk touch up pens to hide scratches and use leather conditioner as well. Arhaus agreed to refund her worry free warranty plan, and MsD*** apologized for
the miscommunication. The client seemed to be satisfied with our response

The Customer has been offered an opportunity to re-select merchandise

Comenity Bank (Arhaus' private credit card company) has agreed to remove 1/of the fees - $

The return was processed on 11/and money refunded back to the Customer's Visa on the same day

In checking with our Concierge department, they report that we tried to reach out to the customer times with no return contact. We called both numbers on file and left messages. After finally speaking to the customer on 5/3/17, we are waiting the photos

Final Consumer Response /* (2000, 6, 2016/04/28) */
Dear Revdex.com:
After we contacted Arhaus multiple times since December and filed the instant complaint, they sent us the casters by UPS today that we paid for in early December
We have a handyman to replace them for us so we do
not if they will work and will notify Revdex.com with the results
Thank you.*** ***

This was resolved, the account was brought current on November 3,

As agreed with the Customer, the table and chairs were picked up on 2/15/and a refund of $1,has been processed on the customer's Discover card

A pidate of 9/has been scheduled between our third party delivery company (MXD) and the Customer. The Customer states that she will accept our offer of a complete exchange once the pioccurs

Arhaus sent out a technician to the Customer's home on 4/21/17. The chair was assembled correctly and the problem fixed

Our Customer Service notes state that the "Customer has been contacted by the technician and service has been scheduled for Friday 9-1-The scheduled date is partly due to the technician's schedule and the Customer's vacation scheduleHe was very appreciative for being contacted so quickly."

Unfortunately, the connectors that hold the pieces together are on backorder - they should arrive by 10/24/17.  The items are ready to be delivered, but the unit can't be installed (delivered) without the connectors.  We can deliver the Tremont desk now, but the other items will need to...

wait until the connectors are received.  As an accommodation to the customer, we will waive the delivery fee ($199) and offer a 5% discount off the total order.

Our offer stands as is.

Customer placed order(s) back in March 2015 at the time he was having his home remodeled.  When delivery was attempted to be scheduled, the Customer repeatedly requested that Arhaus call him back the following month, pushing out the delivery.  The customer had 6 month financing so...

the balance would have needed to be paid off 9/10/2015.  The customer didn’t call in to cancel until July 20, 2016.  The customer signed all necessary paperwork that explained the financing charges clearly (see attached).  The customer has disputed the charges through [redacted] Bank (the credit card company) and [redacted] found in Arhaus' favor stating that the Customer had agreed to the terms and failed to pay/cancel within the time frame.

I am rejecting this response because: the response is not satisfactory. It took them 8 months to even contact me and over the time the couch has further deteriorated. They did say they would refund my...

money upon receipt but pending condition of the couch. They will not further clarify what that means so there is no guarantee I will receive restitution. I submit the couch is damaged which is the cause of the complaint in the first place. I would need a better assurance that they will refund my money. The damage to the couch is from a defect not from normal wear and tear, damage started 4 months after receiving.They will also give me no warranty that if the movers do damage to my apartment that they will be responsible in a reasonable and sufficient timeframe. They are not reliable and don't want to have another issue with their company. I feel very bullied and that they in no way stand behind their product but rather continue to take advantage of clients.thank you for your attention.