Arhaus Furniture

We cannot reissue a certificate as they are issued by [redacted] and we have no control over their preparation or mailing.  We can however, provide the information from the certificate to the customer is she goes to our store and advises the store of the lost certificate.  The store can then contact our corporate office and the certificate information can be obtained so the certificate may be redeemed.  The expiration on this certificate is January 31, 2016.

Our Customer Service Department sent the Customer an audit of her account.  The store made an error when they credited the account - it was debited back because she was not owed that refund.  A balance that was on the canceled items went to an order that had a open balance for a...

bed.  The store manager spoke with her and explained the situation.  The Customer verified that she did keep the St. Lucia bed.  It is our understanding that this Customer's issues are resolved and no further adjustments to her account should be necessary.

A complete refund was given for all of the items that were returned, (6 chairs, 6 seat pads and table for a total of $1,860.27).  The client kept an iron coat stand ($384.30).  The coat stand, tax and delivery fee are the difference between the entire first charge and the refund.

A new Gift Card has been issued and is being sent today to the Customer at the address in the Revdex.com complaint.

The rewards certificates are issued by our private label credit card bank - [redacted].  This customer's reward certificate for $400 was sent to her by [redacted] at the end of October 2015 to:  [redacted].

I am rejecting this response because: I did not accept an exchange. I want a complete refund.

Arhaus did not state that it would refund the customer "pending the condition of the couch."  Arhaus will credit the refund upon receipt of the couch.  Additionally, Arhaus cannot warrant or guarantee that its delivery personnel will not damage her home.  If they do however, Arhaus will address the damage, if and/or when it occurs.

I am rejecting this response because: The company indicated they would be providing a full refund of $2,486.57 + I am requesting restitution...

for the hardship that Arhaus caused us including false advertisement, failure to respond to my requests, the time I wasted on constant calls to the company, being lied to on numerous occasions again misleading me & defending the false information about their table on flyers & their website, the interest I had to pay on my card due to their failure to comply with proper customer service, giving away my prior dining set having the expectations that I was getting quality furniture & having to purchase another dining set while still waiting for a resolution. I am requesting the amount promised to me in addition to $1,000 as restitution.

Client received delivery on 4/19 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 4/19 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 piece. Customer Service called and left another voicemail to discuss options on 4/28.  Customer Service did not hear back from Client, so they set up an exchange on 5/9.  Item arrived in stock and the Client was emailed the following: From: [redacted] Sent: Wednesday, June 28, 2017 3:15 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.

Revdex.com:I have...

reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below./This is the poorest response and unprofessional response I have ever heard of.  I cannot help if they were mailed or not and the company should use a better method of distributing these certificates.  There is no guarantee that mail is received.
It can be lost in the mail since it is just a postcard.....  REALLY   and I just because they said they mailed it does not mean that I received it.  Poor excuse! They need to reissue it by registered mail and I will sign for it. 
Regards,[redacted]

The customer paid $1,842.05 for the chair.  And although an error was made when entering the customer's order, the customer has already been given a refund.  Her delivery fee of $159.43 was credited back to her yesterday (11/28/16).  As an additional accommodation, Arhaus is willing...

credit her an additional $369.  If that is acceptable to the customer, we will process the credit immediately.  (the total of the two credits would be $528.43)

Arhaus has agreed to accept a return of the merchandise and provide the Customer with a full refund.

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

[redacted] Arhaus' Guest Relations Manager, contacted the Customer on July 20, 2017 and left a voicemail letting them know that Arhaus will cover this repair.  The Customer will be contacted directly by the Technician within the next 7 business days who will make the necessary...

repairs.

The customer received a refund on 3/24/17

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12501208, and find that this resolution is satisfactory to me.

A  Manager from our Concierge Department, Carrie D, contacted the Customer today to attempt to resolve the complaint.  The Customer was agreeable to having Arhaus re-make the piece.  Additionally, it was agreed that a Manager would work with the Customer going forward.  The...

Customer is satisfied with the resolution at this time.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I sincerely appreciate that this is the first true explanation of why I have not received my furniture. I appreciate that you have waived my delivery and the 5% discount. Please apply directly to my Arhaus credit card. I at least now have a date in mind of October 24th. I'm not sure why the store could not have been this helpful. [redacted]

I am rejecting this response because:
This is most definitely NOT what we were told by the Arhaus and Comenity representatives that we spoke with.  Again, when we purchased the furniture, we were told that there was ZERO risk until 1 week after delivery of the furniture.  That satisfaction was guaranteed and if there was a change in mind or any issues it would not be a problem.  We asked multiple questions and were assured this, believe me.  Who wouldnt make sure that they were covered when purchasing so far in advance (again were were VERY transparent about this at the time of our purchase with Austin and were assured that it would not be a problem) and at such a huge investment cost?Not only did Austin assure us that it was not an issue to delay delivery as long as needed, but so did Arhaus - IN WRITING.  On no occasion were we advised, cautioned, or told that delayed delivery would be an issue or that there were any deadlines other than our agreed upon monthly financing payments.  We kept our end, Arhaus did not.Again, to recap.  We purchased the furniture after multiple calls from Austin encouraging us to do so with the friends and family sale promotion.  We were assured that there was no risk or issue with delayed delivery - we were very transparent that we were starting a major home remodel and would not be ready for the furniture for several months - FROM THE BEGINNING.  We told Austin we werent yet ready to purchase and were still looking and again were encouraged to go ahead with the promotion as there was no penalty if we changed our mind prior to delivery.  We were told that we were not fully committed until the furniture we purchased was delivered and signed for and that even after that we'd have a week to make sure we were fully happy with it.After doing additional research, we decided we werent comfortable with the furniture we had selected from Arhaus.  Greg contacted the Somerset Collection Arhaus manager store (which we purchased the furniture at) to discuss our concerns and see if we could cancel the order as we had been told would be possible if we had any doubts or concerns.  We were told it was "no problem" and that the cancellation would be made.  We were told that it would take 30-60 days to process our refund.  That is when we then began to have issues.  After months and multiple calls, we were told that we had to contact Comenity (the credit card financing company through Arhaus) for the $6K in interest we had paid.  We did so.  The manager we spoke to agreed that it was outrageous we would be expected to pay over $6K in interest on furniture that was NEVER delivered, touched, or ever used by us.  We were told we'd have to open a dispute to request the refund of interest paid.  We did so.  It was denied.  When we called and spoke with someone at Comenity about this we were told that Arhaus was behind the denial.  They advised us that Arhaus had denied the request for the refund of interest paid and that if we desired, we could dispute this decision and they would reopen the complaint.  Again, when we explained the situation to the manager, she was sympathetic and agreed that it was ridiculous we would be expected to pay interest on merchandise never received or used.  So, we reopened the dispute.  Again, the dispute was denied.  We called back and spoke with a manager at Comenity again who advised us that it was Arhaus who was rejecting our claim dispute requests and not Comenity.  It was at this point that we decided to contact you at the Revdex.com to help us mediate this issue as we have spent months, literally running around in a circle it seems on this issue trying to resolve it ourselves.We are good people.  We had no intention of ever cancelling our order when we initially decided to purchase furniture with Arhaus; in fact, to the contrary, we were excited.  However, this has gone south VERY quickly. Never in a million years did we think we'd be at risk of losing over $6K on furniture we never used or had delivered.  Who would possibly expect that?  We asked multiple questions of the store staff we dealt with to make sure we were covered from anything like this happening.  We were transparent from Day 1 that we were months away from needing the furniture and were assured that there was no rush or issue with this - both verbally and in writing.  When we wanted to cancel our order and called to discuss this with the manager we were told it was "not a problem".  Yet months later, we are finding out it is indeed a problem, and a HUGE problem at that as they do not want to refund us money we paid them on interest again for merchandise never received or used.  How is this ethical?  We are being given the runaround and it is beyond frustrating.  This company's response is ridiculous and unrealistic.  In no way does it show any customer service, reasonable compensation or dealings.  Again, we want full compensation for the interest we have paid - again, on furniture never used or delivered.  We are stuck with a coffee table that was a closeout item - it will not match our new living room set and we accept this as our decision and consequence.  The undelivered furniture however is a different story.  We were told that we would receive a refund and clearly the corporate office is telling us something different.  It is not right.  We will continue to fight this if we need to until we receive an amicable resolution.  No customer should have to go through this, it has been an utter nightmare.  Buyers should be warned and aware that this is a shady company with zero ethics.  Who would ever do business with someone like this????

We apologize that this customer had to deal with so many problems in our retrieval of the merchandise.  The customer's refund was processed yesterday, 9/28/16.