Arhaus Furniture

My wife and I stopped by the Boulder store 2weeks ago and found a lovely white rope pillow on close out. We inquired to see if they had a second one and were told they didn’t have one but the Cherry Creek store did. The sales person called but got no response but their inventory said they had one. The sales person promised to follow up with the store the next day and get it shipped to Boulder. After 2 or 3 phone calls to the store and 2 fricking weeks of waiting for an answer, I finally get an email saying NO they didn’t have one. Come on now — 2 weeks to get a simple answer on wether another store had something in stock??? Crazy. Extremely poor customer service. Will shop elsewhere next time.

Excellent Staff. It was fun shopping for specific furniture. I don’t need more furniture, but if I did, I’d purchase the items at Arhaus Boulder. Wait for Sales.

As a first time buyer at Arhaus I started out with high hopes of a great experience. I was severely disappointed. They seem like a class act. Their prices are extremely high after all. Even their sale prices are two too four times as much as comparable items in other stores. And their delivery (which they charge $ 129 for) was a nightmare.
One star

The patterns, prints, colors, metal & woods selections! Ugh! I AM IN LOVE!!!
The art décor and arrangements in every setting are superb! Great job, Arhaus!

We picked out about $ 40k worth of furniture to furnish our new home, hoping over time to purchase pieces one at a time– We ordered and received the reclaimed wood bench (looks like a church pew) and really like it. We are also very happy with the wool rug we purchased on clearance because it was a discontinued style. The side dining chairs for our kitchen table are sturdy and well made. We were happy with the in-​home design service, the store is beautiful and the furniture (at first glance) looks to be very well made.
All of the issues started when we ordered our Dune Sectional in a special order fabric. We waited 8 weeks (pretty standard for special order) for a delivery date. The delivery guys came 4 hours late– not until 5:30 PM and they informed me they were over-​booked and still had several more deliveries to make. The sectional arrived damaged in 3 places– two rub marks (holes) on the back where it looks like it had been stored on it’s side in the truck as well as a box-​cutter slice on the chaise lounge side. I signed for it and marked the damage on the receipt. Overall the sofa seemed poorly made with parts of the piping coming off and the back of the piece appearing all ripply.
The process for repairing the sectional was going to be Customer Service sending a fabric cutting so we could be sure the dye lot matched. I waited a month and then when Customer Service finally emailed to ask if it matched, I replied that I hadn’t. No word back. I then called the store manager who was very apologetic and helpful. Another week went by and nothing. I called the store manager back on a Friday afternoon and said I’d not received nor heard a word. She sounded appalled and said she’d follow-​up and get right back to us Monday. Finally I received an email from Customer Service saying the cutting had been sent a week ago, but it could take 7 – 10 business days to receive. At this point we were done. We have asked them to come and pick up the sectional. We were not going to wait for the cutting only to hope it matched, and then only to wait another possible 2 months to get the sectional, hopefully not damaged.
Customer Service said they would refund our delivery charge ($ 125) and possibly get us a gift card if we would let them make this right. I feel sorry for our salesperson and the store manager because Customer Service’s follow through was really half-​assed. We have ordered a sectional from Restoration Hardware, where we’ve had much better luck in the past. Not sure if others have had similar experience with special ordered upholstery… but maybe stick with what they have «in stock.»

Beware and take heed to all the below average comments about this company, as I too experienced similar issues. Their marketing department does a great job painting a picture of perfection, and hand craftsmanship, but we experienced quality control issues and logistical shipping changes affecting my work schedule. The dining table arrived with a minor scratch from what appeared to be improper handling from the drivers, or packing in the truck. One of our chairs base support pieces was loose and out of its socket, like it was not glued together properly from the factory. The biggest issue I had was with the mango wood top. It had three relatively small man made gouges in the same strip of would, like it happened in the factory and they stained right over it. Relatively small gouges (1″, 2.5″ and .5″ indent), but big enough that quality control should not have tried to ship this as a near mint piece of furniture. The reps in the store could use some training on customer service. Customer service is exchanging the table and chair no questions asked. I hope the exchange goes well.

Short version: Arhaus sells medium– to high-​end furniture at high-​end prices. Delivery management and logistics suck beyond belief. Boulder employees can’t sneeze without permission from management; store manager is obnoxious; regional manager doesn’t have the pull she claims to. As a consumer, you can do better. I do not recommend this store or this company.
Full version: I bought a table and chairs. When the woman taking my credit card info got to the delivery logistics, she asked what day and gave me a couple of options. I assumed that they would be no worse than Comcast, requiring the customer to block off a four-​hour window. Nope. A whole day. She explained that they will give me a one-​hour window, but really what they do is, 24 hours ahead of time, tell you when they will be there. They don’t ask. So as a practical matter, I would have to block out an entire day to be home for their delivery. I said that wasn’t good enough. But she said their «system» was set up that way. Realizing I was dealing with someone who didn’t outrank the business software, I asked for a manager. Manager wasn’t available but would call me.
When the manager called the next day, I explained that I needed better delivery service. Her first reaction was to tell me that maybe I should shop somewhere else. This is the sales manager. It went downhill from there, so I insisted on talking to her boss, the regional manager.
The regional manager began by telling me, as had the previous two people, that it would be «impossible» to arrange a more reasonable window for delivery. I kept at it until she assured me that she would have the delivery made before I had to leave at 10:15am that day. She also assured me that I would still receive an automated call from the warehouse 24 hours ahead telling me the delivery time.
At about 18 hours before scheduled delivery, I still had not received a call. When I looked on my phone, I saw a missed call that turned out to be Arhaus, but their system does not leave voicemails. So you actually have to pick up the phone to get told by a machine when they will deliver your furniture. I called the number, navigated the phone menu to get to the delivery department, which automatically put me on hold for about 10 minutes. Finally, an automated voice told me I would have to leave a voice message. I did so, asking for the delivery time. They never returned my call.
Since I didn’t trust them to call me back, I immediately tried customer service after leaving a message for delivery. Customer service put me on hold for another 10 minutes. When a human picked up, she immediately asked me if I could hold. My «no» answer didn’t have any effect. I waited some more. Finally, she came back on and I got the delivery time… which was 1pm. NOT before 10am, as promised.
At this point, I realized what I was up against, and rearranged my day (noting that I was rearranging the very next day, it being late in the day before delivery). I then tried to track down the regional manager but could only leave a message with one of her employees. She never called me back.
On the morning of the delivery day, the driver called me to tell me they would be delivering at, or just after, 10am. Unbelievable. Precisely the wrong time with two hours notice. I told him, no, show up on time. He assured me they would. They did not. They showed up early, just barely catching me as I returned home for the re-​re-​re-​scheduled delivery window.
To top it all off, one of the chairs they delivered was damaged.
There is no good reason to shop here. They have plenty of competition with much better customer service. Try Boulder Furniture Arts, who delivered (free in Boulder) during a one-​hour window arranged one week ahead of time, and they did it with a smile. And they sell higher quality furniture.

Let me start by saying that the majority of my problems are more likely attributable to the chain and not necessarily this particular store.
The folks here were very helpful when I was shopping for a piece of furniture. The difficulty came with delivery coordination, communication, and other mishaps.
I took time off to be home for delivery, and when it showed up, it was broken — I never saw it, was just told by the driver that it was broken. He also said someone would contact me. No one did. I had to follow-​up myself days later.
First off, it seems like everyone in the store has the same email address. Your salesperson will email you from it, but when you reply you may wait… I was wondering everything from «is she off today» to «is everyone ignoring my email?» Then when I finally got hold of someone I was bounced back and forth between warehouse, delivery and store as everyone said I should be talking to someone else.
In the end, after another delivery snafu, I finally got the furniture, and I’m rather pleased with it (still not certain it’s the exact fabric I ordered tho). I’m not sure I’ll shop here again — I’ve bought furniture from every major company in town (R&B, C&B, Ethan Allen, Macy’s, Kacey) and never had such a difficult and long wait just to get something into my home.

I have bought large upholstered pieces for two homes from this store for myself, and as I am a designer, send clients here to purchase for their homes as well. The quality of the furniture is very good and pricing is definitely fair for the nice quality. I highly recommend working with Morgan Hoddes, she has a wonderful eye for color and is very patient.

Great looking store with very nice furniture and defiantely worth a look.
Unfortuantely, though I am a serious buyer as I am moving, the two folks manning store were too busy writing up sales tags and never reached out to me.
It amazes me that a place stocked with high end furniture in a very high rent location, with no other persons in the store can be so indifferent to a potential patron.