I'm really not sure where to begin.... 1. The products are defective upon delivery. The delivery company is told to deliver them even though the warehouse knows they are damaged. Not only is this a complete disrespect for the customer's time it's just poor business. We had a coffee table delivered damaged three times before just giving up. We had a mirror replaced after two months of being hung because it was separating at the seems. The replacement was sent defective as well. We gave up. During this time, the outsourced delivery company called 15-20 times because they kept trying to deliver the same damaged items that were refused because the "system" wouldn't update. 2. The sales associate ordered the incorrect outdoor dining chairs after I stated please make sure it makes the outdoor couches we just ordered two months prior. He obviously didn't bother to look at the sales history which he was the associate for as well. He did get the exchange arranged but he charged my Arhaus credit card without my permission to speed this process up. I never authorized this as well as I paid for the original order with my personal Visa. 3. The same sales associate entered the incorrect price for the outside cover and supposedly immediately canceled it and entered the correct price and placed the order. I was charged for both. 4. With all of the above taking place as far as the returning of defective merchandise, the accounting department will not give me my money back both on my Visa or with the Arhaus charge card. The "system" says the items returned aren't released or it says my accounts have been credited. This is not the case. This process began two months ago. There are so many more details to share but this review is long enough. Stay away. This has been the worst experience I have ever had with a retailer in my entire life. I base this on the amount of time on the phone with the store and corporate, the 7 delivery attempts, the stress, and now the financial burden of attempting to get my money back for items I no longer have. I have had to resort to seek legal action.

Overall a great location. If you like dark moody, industrial, or warm cozy interiors this location is perfect for you! If you prefer open and airy interiors the Oakbrook would be for you. If I recall orientation correctly in this location you have more northern light exposure vs the Oakbrook that has southern and western exposure. So colors will look slightly different at each location and give you a different vibe overall. This is a beautiful location and building with the original factory like wood floors. Free parking behind the building. My first trip here all the female staff were fabulous and very friendly! I wish I could recall the one girls name specifically( I'll look for my receipt). She checked me and my mother out for some misc stuff and an awesome bowl. She took the time to very carefully wrap our items to prevent them from breaking. She was also very informative when asked about particular pieces. I was looking for a bed frame and some ideas on banquet seating for a new kitchen design. My second trip here the gentleman I worked with seemed annoyed by us, I couldn't quite tell. We went in directly to the fabric wall to look at the options, he approached us about half way there and asked how he could help. My husband was with and had some questions about the fabrics. He showed us some pieces on the floor with them. We picked a few of interest. He gave us a couple samples and said he would order the others to have delivered to us. We never received them. He also didn't offer that we could have just left a deposit and taken the large samples home and brought them back. We live 2hrs away, and were ready to purchase as soon as we knew if the color would work. We ended up stopping by the Oakbrook location, they were more than happy to offer up for us to take the large samples home with a deposit. (I didn't know you could, prior to Sue offering up this option.)

This is a 0 star company. They sent me a chandelier without the correct number of bow tie clips to hold the crystals. I called and told them I only had enough to fulfill the top row. I asked them how many I needed to fill the rest as I wasn't home to count for myself. They told me 20 should be plenty. They made me pay for the clips and shipping even though they didn't send me the correct amount to being with. I received the clips and after using the 20 they gave me I was still about 50 short which is hilarious how not even in the ballpark they were. I called again and complained and ordered 50 clips. They charged me shipping again which is again hilarious how pathetic this customer service is since it was their fault for ordering the incorrect amount twice now. Sept 7th I called and paid for the order. It is now October 7th and every week for the last month I have called to hear them tell me they are shipping "this week". Last week they told me October 4th was guaranteed yet I never heard from them on October 4th or 5th etc. I call today October 7th and they tell next week the 12th they are available to ship. 5th time I have heard this. Can't wait to hear what they tell me on the 12th and will definitely post exactly what is told me again. Worst Customer service experience ever. They aren't even trying. Blame whatever you want but don't tell me for 5 straight weeks that they are being sent out when you have absolutely no idea what is going on. Attached is a photo that fully depicts how broken my spirt is after dealing with this for almost 2 months now with no resolution in sight.

Update: Reduced from 2 to 1 star. Pieces were delivered and of course I was charged more than I was quoted by the store but I was expecting that given my experience to date. Once the pieces were in we noticed the coffee table was damaged and the couch cushions were puckered. For nearly $2k for the coffee table and $4k for a couch I expect them undamaged and the stitching on the couch cushions to be smooth. I reached out via email to the store via my sales associate Armando on December 3, 2020. I did not receive a response and followed up on 12/11/2020. On 12/12/2020 I was told the exchange would be initiated. I asked what was needed from me. I didn’t hear back. On 1/1/2021 I reach out again asking what was needed of me to begin the process. I received no response and again reached out on 1/18/2021. I was reassured the process would be started. I reached out on 2/5/2021 asking what the path to resolution was and as of 2/12/2021 have not heard back. It’s been nearly 2.5 months and I have no idea how this will be resolved. This place is miserable to deal with. Original (12/3/2020): Really cool pieces. Horrible, horrible, horrible post sale experience. Sales associates could not care less to assist with delivery. Took three out reaches over two weeks to get a response. Delivery logistics (still in process) have been incredibly painful. I've spent close to 10 hours trying to understand when and how my furniture will be delivered. There's no single point of contact, no one takes responsibility. HORRIBLE customer experience.

I read both google reviews and responses from Arhaus. Does Arhaus really aim to provide a higher level of service and set a high standard for themselves? Early December 2021, I ordered a storage bed which showed ready to deliver in 8 weeks. I understand we have supply chain issue, which is why I was willing to wait longer than the estimated delivery time. After 28weeks later, I thought I waited long enough so I started calling them for an updates. On June 7, I was told it’s in transit to their local distribution center and would be ready to check in June 20. June 20 has come and gone. I called them again on June 22 but they said it’s going to check in on June 27. 27th came. Guess what? It’s now changed to July 1 but it will definitely be ready and I would be receiving a call from a delivery vendor to schedule delivery. Today is July 1 and they are telling me that the distribution center just updated my order status to show check in date after holiday which is July 6 or 7. Am I hopeful that my order will be at the distribution center on 7th as they said it would be? I do not know but I know for sure that some one from Arhaus will tell me to provide my order number and contact information so they could resolve the issue. Will they really try to resolve the issue? I will have to see. Oh and on Arhaus website, it says “ready to deliver in 7 weeks” for the exact same bed!! I do not want to say not to buy but I want to tell people who’s interested in buying from Arhaus, Please expect terrible customer service.

Do not buy from Arhaus. Good furniture, but unfortunately absolutely terrible customer service. I have a very similar experience to other recent reviews here. My sofa was supposed to be delivered early December and it still has not arrived. I understand we have supply chain issues, which is why I was willing to wait 7 months for a sofa. It is now over 2 months late and I never received a single email or phone call from them. A couple weeks after my sofa was late and I expected to hear from them I started calling only to be told it'll be here end of the week, for about 7- 8 weeks now. Last week, I called for another update and they said I can pay in full since its ready to be delivered. Progress! or so I thought. It has been over a week since they took my full payment and no communication. I call again and they tell me the sofa is still in transit to the warehouse and not ready to be scheduled for delivery. Contradicting what they told me when they took my money! I am now being told its on their delivery partners to schedule and deliver once its at the warehouse, but nobody is being helpful. There are lots of other furniture stores around here that offer way better customer service. Not worth the hassle. I will never buy from here again.

I am extremely disappointed with the chairs I purchased from [Store Name] less than a year ago. I bought [Number of Chairs] of the [Chair Brand and Model] on [Purchase Date] with the expectation of receiving a product of high quality and durability. Unfortunately, the chairs have proven to be of subpar quality, exhibiting multiple issues such as structural problems (wobbly legs and loose joints), material deterioration (premature wear, tear, and fading), and a loss of comfort due to cushion deterioration. My dissatisfaction is compounded by the fact that the company has not honored its warranty commitments. Despite my attempts to address these issues under warranty, my claims have been consistently denied, leaving me with unresolved concerns about the longevity and durability of the product. As a loyal customer, I expected better customer service and adherence to warranty terms. I am reaching out through this review in the hope that the company will take notice and rectify this situation promptly. I have attached images illustrating the problems for reference. I appreciate your attention to this matter and hope for a swift resolution to ensure customer satisfaction. Sincerely, Jeff

This is an update to a previous 1 Star rating for Arhaus. Two year ago we purchased a specific high-end brand couch for $3,200 and the cushions and couch are not holding up to normal wear and tear. Cushions remain compacted even after numerous attempts to "fluff them up" and the couch frame is deteriorating/warping. I spoke with Arhaus "concierge" department several times and was ultimately able to get replacement cushions ordered under the warranty after I spoke with Ginny Gordon, Senior Manager of Store Operations. She was great to work with and immediately addressed the issue! As I was working with Ginny, my wife went into the store where we purchased the couch in Chicago and met with local store manager, Nate Murray regarding the overall condition of the couch. Long story short, after sharing some photo's of the couch and with the help of Nate and Ginny, Arhaus has agreed that the couch should be replaced are working with us on a suitable replacement. My wife and I are extremely happy with the level of service provided and especially appreciative of the assistance Nate and Ginny provided. Thank you both! Mike M.

I could not be more disappointed in a shopping experience. I purchased the Kipton sofa. My sales guy, Armando, took my order. That's all he did. He never sent anyone to measure, he never gave design advice based on the measurements I gave him. The sofa was too big and wouldn't fit in my office and the delivery guys took it with them same day. Yet, I was charged $199 for delivery then another $199 for pick-up for the return. Not to mention the 10 percent penalty for returning an item. So, I'm out $650 and still no sofa. To top it all off, ARHAUS has still not credited my credit card!!! They have my money and won't give it back. When I called the store, Armando says they have to wait until the warehouse processes the return. It's been 60 days! Why should I have to wait for your warehouse people to put the sofa back in your system?! Avoid this store. I just don't understand why this is so hard. I have the receipt for the return but no store credit, no return on my account, nothing. Worst part, no apologies. DO NOT SHOP HERE.

I placed an order for a bluestone dining table from the Northbrook, IL store. After waiting over six months for the table I used it one time before marks appeared on the table. The stone is sealed. I used coasters, placemats, and nothing cold or hot was placed directly onto the table. Literally anything created a mark. Submitted photos and reached out to the concierge team. No response for a month. Followed up with them and the sales person. Absolutely no response from the sales person who sold it to me as a durable dining table. Concierge team refused to fix it and told me to use some at home solution to try to fix the marks. Took no responsibility or offered to send somesome to look at it closer. Accused me of misrepresenting as to how the marks were made. To say I am disappointed and frustrated with the company, product and team would be an understatement. Product was absolutely overpriced junk. Customer service across the board is terrible. I share my experience so that someone else does not make the same mistake.

I called the store in Chicago about 3 years ago where I purchased my woven 8 x 11 rug. I only had it 1 1/2 years at most before deterioration. My rug was purchased for my bedroom and is placed under my bed in our condo. We do not live there so usage is extremely sparse and traffic on that rug is very minimal ( since in BR). I began to notice the band that holds the perimeter of the rug, begin to unglue. This is causing the end of rug to unravel. I was told from the Clybourne store, they do not send Anyone to repair and it would be at my own expense. I made 2 purchases that day . I have a gorgeous 9 x 11 rug from Crate and Barrel ( wool) gorgeous, for 20 years in high traffic Family Room area at my primary residence . It has been taken out to be cleaned several times, and great quality. Never had issues. Your rugs are poor quality and unacceptable to last 2-5 years and then begin to deteriorate for the prices you charge. I would appreciate some reasonable explanation and what you can do for your customers. Thank you.

We purchased a couch in-store yesterday, so this review is for the in-store purchase experience and not the product itself. We walked in and immediately were helped by Rilee L at the Lincoln Park location. The experience she gave us was exceptional. Purchasing a couch can be daunting. Even when you decide on a model, there's a long list of decisions to consider such as size, color, fabric, depth, etc. Rilee listened intently and was quick and efficient with providing us all of the options that fit our requirements. She was patient with our questions and as we changed our mind. She made a difficult process seem seamless, and we walked out in under an hour with a couch ordered! If she was not helping us, I don't think we would have even made a purchase, especially that quickly, but she 100% enabled the sales process. After browsing multiple furniture stores for months, this was by far our best and most successful experience.

Do not buy anything from Arhaus. It has been a horrible experience that I am still dealing with 6 months later. Their 3rd party delivery company damaged our couch, including standing on the arm of the couch (uncovered, right on the leather) in the delivery truck. I have had to deal with the district manager because the store manager didn't resolve our problem. Now, their 3rd party furniture repair guy came out here and he was rude, totally unprepared, and made our couch look worse than it already was. When I sent a text to his manager he was unprofessional saying his guy was not rude, and when I said I was going to leave him a bad review his response was "No problem. I love people like you." This has been the absolute WORST experience I have ever had buying overpriced custom couches. Do not give this company your business.

Great sales team and terrible customer service. The Mariah bed frame we purchased doesn't support a mattress. There are 3 boards that are supposed to sit on a guardrail with the mattress sitting on the boards for support. Unfortunately, the board are too short so they don't rest on the frame securely. Consequently, the mattress flips up if you sit on the edge and the legs of the support have damaged the wood floor below. Despite reaching out to Arhaus they insist this is standard and won't be fixed. I don't know how this is acceptable to anyone. It's not safe. Once I reviewed on Yelp they quickly responded, publicly on Yelp, to contact them. Unfortunately, it was all lip service because I sent a message and no one ever responded. Their furniture is too expensive to deal with such quality issues.

I'm fed up with the customer service here. I ordered a few dining chairs around late March 2022 and was told they should be ready in 6 weeks. I was okay with that. Anyway, I was not provided with any tracking no to track my order. So I had to keep calling to get the updates on my order. I was told the chairs should be ready mid-May and can pick it up from the store. Then I was assured I can pick up the chairs on the 25th as that's when their next shipment arrives, and now when I called them today (25th) they're telling me it would arrive on June 8th. I mean, come on. I had to order a few other furniture items, and I'm glad I didn't, and I'm probably not going to now. It's simply not worth the hassle. It's a shame because I loved the chairs so much, but this experience ruined it for me.

I love Arhaus’s ethical standards of the leather and wood they use in their furniture and the relationships they have with artisans that have been making furniture for a lifetime! That’s the sort of stuff I want in my home! I have a few pieces from Arhaus: A tulip base hardwood dining table by their Italian furniture makers that throws rocks at the table to make the aged markings. Also a dining banquette that’s so comfortable I used it as a living room piece when I downsized. And a beautiful industrial leaning mirror. Some iron industrial dining chairs… accessories and even some earrings. Everything is still in great shape after 6 years! They are timeless investments and can’t wait to bringing them along to my next home. Quality beautiful furniture inside and out.

I hugely regret my purchase of the Coburn sectional and would not recommend it to anyone. The couch slides all over the place and is already sagging even though we haven't had it for a year. However, the most disappointing feature is that we purchased this sectional planning to add more pieces when we moved to a larger home. The Arhaus design specialist used this as a selling point for us; however, they neglected to let us know we would need to pay an additional $250 in shipping for each piece we added even though we are totally willing and capable of going to the store and picking it up. How ridiculous, we need to pay almost 50% of the cost of the ottoman just to have it delivered. I would not recommend this company to ANYONE.

I LOVE this store but had a problem with an order. I could see the item online "In Stock" and "Ready for Delivery," but the salesperson indicated it was OUT of stock, and that I would have to wait until she spoke to a manager (2) days later, on Saturday, to secure the item. Well, my husband called again to clarify, and it so happened that the salesperson was NOT scheduled to work until Saturday. Hmmm!!!!!!!!! We cannot go around offering UNTRUTHS just to SECURE a commission on a sale. BAD salesperson!! So, we called another store and were able to purchase the item with NO problem. The only problem here is that now we have to go OUT of our way to pick this item up.

While the experience of the sales was great, Arhaus needs to be better with delivery times and also the quality of their product. We are still waiting for another customized banquette seating since the leg broke off of the one that we ordered in February and received in Mid September. Hopefully the second time they make this couch it will be well made and delivered with better delivery people, but the amount their furniture costs you would assume their products would last/be constructed with better quality. Our table also chipped but I’m too overwhelmed by this couch situation to resolve our chipped table.

Nice helpful people in store. Bought a couch for my parents and they had trouble with the cushions after a few months and couldn’t use the couch. We called and emailed Arhaus concierge service (misnomer)who would reply but then not follow up with us. This went on back and forth for one month exactly. Finally, someone said we should be receiving a replacement but we aren’t holding our breath. Would not buy anything from them again. Updated: Arhaus social media team stepped in and made sure we received a refund for the couch. While the process was long and painful, we appreciate the care this team delivered.

This is the worst furniture store on the planet. Actually it is the worst store on the planet. The furniture is beautiful, the customer service and delivery is the worst experience I've ever had buying anything in my life. I bought a whole house of furniture 7 months ago and we still don't have it. I've taken 10 days off of work to receive delivery, and each time something is missing or damaged. The delivery people are thieves and liars. They will pretend they came to your house and then just go home for the day. They will damage the furniture, hide it, and then take tips. STAY AWAY. Shop at Macy's.

The team at Arhaus has been wonderful to work with, while James was my primary contact, the entire team was able to jump in and seamlessly assist as I added more furniture, returned pieces and coordinated shipping to accommodate move-in to my new place. Furthermore, important to note, the Clybourn showroom is a pleasure to shop in, its more akin to a gallery and staff is the perfect blend of helpful educator and sales, never felt pressured or claustrophobic. Delivery team was exceptional, white glove service that removed their shoes, assembled and placed pieces with perfect efficiency.

Great furnitures but the absolute worst customer service. If they tell you your item will arrive in 6 months, expect it in 12 months if you are lucky. Then when your items get to their warehouse, they use the cheapest delivery system called “furniture direct” and they can take another 4-8 weeks before they deliver. Supposedly all my orders (which became available after a long wait) have been shipped and it’s 4 weeks and I haven’t heard from their shipping company. I even asked to go pick it up myself and they told me I couldn’t. If you love being frustrated, go shop at Arhaus.

Terrible experience with this store and company. After waiting 10 weeks for a bed, their delivery team damaged walls and floors bringing it into the house...and then had the wrong sized bed. The local team did not return my emails or calls and the corporate team was absolutely awful- not only did they not know how they made a queen sized bed instead of a king sized, they provided no solutions other than wait another 10 weeks. A furniture company who doesn't know how to fill orders and a customer service team that doesn't serve customers- never ever order from Arhaus.

Thank you to Pablo Lopez for outstanding customer service. Usually you walk into a furniture store and the salespeople are either standoffish, or pushy and uninformed. Pablo simply answered the questions I had, and if he didn't know he researched it. He was up front about long wait times. In addition, these were the most comfortable sofas I have ever sat on. I'm back on the hunt after my sofa from another company never arrived after 7 months.. Supply chain issues are to be expected, but the attentive service was a welcome relief under stressful circumstances.

I spent over 20k at this store for a couch and dining table. They promised that delivery will be on time however they were delayed by over 2 weeks. Plus they don’t have any stock for the dining table. Oct 9 Update - the Arhaus team did a good job in resolving the late delivery issue therefore I’m adding 2 stars. However the table is still out of stock and I have not received it. I will update the rating based on how delayed the table is.

I'm a designer and have worked with their trade sales department many times as well as their contract sales department. It's always frustrating getting through, fixing an issue, or getting a question answered. I don't have time to sit on hold forever or follow up emails and/or voicemails all the time. My apologies for writing this on this locations google page, however maybe this will get someones attention.

Beware, while the store team is wonderful, they don't stand by their products. After saving up for one of their sofa's it was delivered damaged and we are still waiting and fighting with the various teams to honor the warranty and extra service plan we paid EXTRA for. It is not worth the price and lack of accountability to their customers.

In the beginning, I didn't have a good experience with Arhaus and I thought I will never buy from them again.! However, the branch manager, Nate, helped me a lot to figure out all the delivery and exchange issues. Highly appreciate his efforts and I'm again considering buying furniture from Arhaus. Happy with the design and quality.

Staff here are exceptionally rude and unhelpful and also not up front about their atrocious return policy where they dock 10% as a “restocking fee.” Watched me unload two large chairs alone and never offered any help. Horrible customer service - go to west elm or any local Chicago furniture store for a much better experience.

Ordered the lovely ST LUCIA QUEEN IRON BED 7 weeks ago. They charged our account that day and I have yet to even get a call about delivery. Apparently they outsource their delivery to 3rd party shippers who seem slow and unreliable. I wish I had read the reviews before we ordered. I will never order from Arhaus again. Never.

Great furniture selection. Good quality. Third party delivery service is terrible. They damaged our furniture and coordinating the exchange was difficult. Love the furniture but don’t know that I could order from here again. Check out the outlet in the south suburbs instead!

Terrible customer service, I've spent a lot of money at this store yet can't get customer service to call me about a problem with my purchase (much less fix the problem)

Expensive! Prices for their smallest chairs start at $1500, but most stuff soars past $3500. Strictly for the nouveau riche, conspicuous consumption, Tesla types.

I've purchased multiple pieces of furniture from Arhaus for a couple of years and have never had an issue with delivery. Quality of furniture is one of the best.

The furniture looks good but the quality is lacking. With hard couch cushions and poor ergonomics they are just terribly uncomfortable: value is poor.

Ordered dining room set in September. They promised we’ll have it for Christmas. Still waiting for it to be delivered. Not worth it. Lesson learned.

Great show room. Very friendly and helpful staff. Moderately expensive. Great customer service after purchase

WE love this store...bought our living room and dining room set here in 2017 and now our family room in 2020.

I love the design. But the delivery experience is not so great. My lovely sectional almost got returned.

Found a perfect kitchen table and chairs. Will certainly be back!

Great sale happening now! Beautiful throws and pillows!!

Furniture is fine, most things feel a bit overstuffed.

Free parking. Good selection. Nice and open and bright

Absolutely gorgeous place! I can't wait to come back!

Excellent help, but too much paperwork checking out.

Slow delivery, poor quality, overpriced.

Beautiful store and beautiful product

Best custom furniture in Chicago

Hi. Im vietnam. I want buy it.

Great staff and selection

Best place ever

Great selection