Get Late Delivery Compensation from Arhaus by Phone
Arhaus customer service can be reached at 1-866-427-4287. Hours are Monday through Friday, 9 AM to 8 PM ET, and Saturday from 9 AM to 6 PM ET. Sunday hours are limited, so weekday mornings tend to have shorter wait times.
When you call, skip the automated menu as fast as possible. Say "representative" or press 0 repeatedly to get to a live agent. Have your order number ready before the call connects.
Once you reach someone, state clearly that your delivery is past the expected date and that you are calling to ask about compensation. Use the phrase "delivery compensation" so the agent knows this is not just a tracking question. If the first agent cannot help, ask for a supervisor. Do not accept "we will look into it" without a case number and a callback timeline.
Get Late Delivery Compensation from Arhaus by Email or Chat
Arhaus offers a contact form and email support through their customer service portal at arhaus.com/customer-service. You can also email directly at customercare@arhaus.com.
Expect a response within 2 to 5 business days, though some users on BBB and PissedConsumer have reported waiting longer during peak seasons. If you do not hear back within five business days, reply to your original email and reference your case or order number.
Live chat is available on desktop during business hours. On mobile, the chat window sometimes does not load. Not sure if it is a glitch or just the site. Either way, desktop is more reliable for chat.
If your first contact does not resolve the issue, escalate by replying to the email thread and explicitly requesting a supervisor review. Mention that you are prepared to file a BBB complaint if the matter is not addressed. That tends to move things along.
What is Arhaus's Late Delivery Compensation Policy?
Arhaus does not publish a clear, standalone late delivery compensation policy the way some retailers do. That is part of the frustration.
What they do offer is a white-glove delivery service for most furniture orders, which comes with a scheduled delivery window rather than a guaranteed date. The distinction matters. A scheduled window is not the same as a guarantee, and Arhaus leans on that difference when customers push back.
If your delivery is delayed, Arhaus typically asks you to contact their delivery team or customer service to reschedule. Compensation, when it happens, usually comes in the form of store credit or a goodwill gesture, not a cash refund. Shipping fee refunds are possible if you paid for a premium delivery option that was not fulfilled, but you have to ask directly.
On the BBB, multiple complaints reference Arhaus deliveries being delayed by weeks or even months, with customers citing poor communication and repeated rescheduling as the core issue. One pattern that shows up often: customers are told a new delivery date, that date passes, and then they have to call again to find out what happened. Circular. Exhausting.
PissedConsumer users rate Arhaus customer service around 1.6 out of 5, with many noting that resolution rates are low and that getting a real answer takes multiple contacts.
Bottom line: Arhaus does not owe you a refund just because your delivery ran late, unless a specific delivery date was guaranteed in writing. But that does not mean you cannot ask, push, and get something back. Store credit is the most realistic outcome. A shipping fee refund is possible. Cash back on the full order is unlikely unless the item never arrives.
Before You Claim Late Delivery Compensation from Arhaus: What to Know
Before you call or chat, get your paperwork together. It makes a real difference.
Know what "late" means to Arhaus. Their white-glove delivery uses scheduled windows, not guaranteed dates. If your order confirmation says "estimated delivery" rather than a firm date, your leverage is lower. Check your original confirmation email carefully.
What you can realistically expect:
- Store credit or a goodwill discount on a future purchase
- A refund of any delivery or shipping fee you paid, if the service was not fulfilled
- A replacement or redelivery if the item was lost or damaged in transit
- Cash refunds on the full order are rare unless the item never arrives
What to have ready before you contact them:
- Your order number
- The delivery date shown in your confirmation email or on the order page
- Screenshots of the tracking status, especially if it has been stuck
- Any delivery notifications you received showing a delay or failed attempt
- Records of any previous contacts with Arhaus about this order
Claim timing matters. Arhaus does not publish a hard deadline for reporting late deliveries, but the general rule across most retailers is to report within 30 days of the expected delivery date. Do not wait. The longer you wait, the easier it is for them to say the window has passed.
One more thing: if you paid with a credit card, you may have additional protections through your card issuer. Keep that option in your back pocket.
What to Do If Arhaus Rejects Your Late Delivery Claim
Getting a "no" from Arhaus is not the end of it. Here is what to do next.
Check the language on your order confirmation. If it said "estimated" delivery, Arhaus will use that to deny the claim. If it said a specific date or "scheduled delivery," that is stronger ground for pushing back.
Challenge vague excuses. If they blame a carrier delay or supply chain issue, ask for specifics. What carrier? What date did the delay occur? Was your route actually affected? Generic excuses are sometimes just that.
Ask for Tier 2 or a supervisor. Frontline agents often cannot approve credits or refunds on their own. Say directly: "I would like to speak with a supervisor who can authorize a goodwill credit." That phrasing tends to work better than just asking for a manager.
Pivot to store credit if cash is off the table. If they will not refund your delivery fee in cash, ask for an equivalent store credit. Many agents can approve that even when a cash refund is blocked.
Dispute the shipping charge with your bank. If you paid for a white-glove or premium delivery service that was not delivered as promised, contact your credit card company and dispute that specific charge as "service not received." You are not disputing the whole order, just the fee for a service that failed.
File a BBB complaint. Arhaus has an active BBB profile and does respond to complaints filed there. It is not a guarantee, but it creates a formal record and often prompts a faster response from their customer relations team.
Reference the FTC's 30-Day Mail Order Rule. If Arhaus cannot ship within the timeframe they stated and did not offer you the option to cancel, that may be a violation worth reporting to the FTC at reportfraud.ftc.gov.
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