Of course they should be able to fix it for you. Make some calls: start with the designer, then the salesperson, then the salesperson’s manager, then corporate customer service, and hopefully you won’t have to look up the executives’ contact info. If you are paying with credit card and get a ”no” from everyone in the chain of command, you can try to dispute the charge. Then there’s always twitter and facebook comments and reviews on google and store web site if they have them. If you ordered it from the local store, you could walk-in - they won’t want trouble. But start by calling the person who did the ordering and the person you are paying.

Hopefully the first person you contact will be eager to get it all fixed for you and apologize profusely for the inconvenience.

I went through incorrect orders with my kitchen cabinets. I had replacements sent twice, for 4 cabinets total. When you get the right person to work through this with you, it’s pretty easy, but you have to wait and be available for more deliveries.

Thank you but my gut says it won‘t be that easy… i know better to do things in writing! Also upset that designer didnt request the invoice to check the order since all invoices were sent to her. i hope you’re right!

Without a written order indicating the change of the fabric color, I don't think you will be able to make an exchange.

I don't understand why your designer was not handling all the transactions. However, I do think it is her responsibility to follow this up, based on your telling us that she has all the paperwork.

Which leads me to ask, for her to have the order information, her charge card was used?

Check out the returns page on their website. At worst, a 50% deposit could be retained. The designer (if it’s her fault) may be able to absorb some or all of that. There is a phone number you can call. If you call, ask a lot of questions about procedures and how to escalate if necessary or how to find someone who can help you. You might be able to get some info or a contact that could help.

https://www.arhaus.com/pages/returns-and-exchanges

They will want to maintain a good relationship with the designer because of purchase volume. So be nice and ask questions that will help them help you. If you are not comfortable with this, try to get the designer to negotiate this for you.

I don’t know much about that company other than I have been in one of their stores, but I expect that they could resell the sofa in a retail store or at an outlet, and retain a lot of their markup (which I assume is high). You could keep that in mind as you try to negotiate an exchange. Also, it sounds like there is a procedural problem or training issue with the company (if not the designer), so you could request that the procedural issue be reported to corporate or management to help them find a way to prevent this from happening to other customers in the future. (I do this all the time because it’s part of my job, but if you are not comfortable with it, then it could be awkward.)

@elcieg Inpaid but her name is on all the invoices. Most people I have dealt with during this remodel won’t place an order without a signature. including changes. Smart yes...I agree It’s more between the sales associate and my designer but I guess I should have asked for something in writing also. I know better....

At least this is one of their standard fabric offerings. It's a whole 'nother level if someone had made this mistake with custom upholstery.

I think with the arrangement you two have, your designer should have made all the orders and any changes. The design, after all, is hers and its success depends on her total involvement.

Hope you get it resolved. BTW, I like the sofa fabric color. I think it will show wear less. You can make it work...or your designer can make it work.

What other colors/fabrics have you ordered. Could you share a couple?

I am not clear about your arrangement with your designer.

I had a designer when I remodeled and redecorated and there were a few mistakes including wrong color custom tiles and a custom copper hood that was the wrong size.

She handled it all and I wasn't charged for a replacement.

She ordered everything and I paid her after receiving an invoice from her. This was true of fully custom items; items that were to the trade and a few items that didn't have official "to the trade programs".

I presume you were paying for her design services in terms of this sofa so she should have used the normal due diligence of a designer in terms of confirming the terms of the sale - I don't even understand how payment was made without an invoice from the company. How did the company not send a receipt/invoice of some kind - even when I ordered a pair of leggings over the internet I receive some kind of confirmation indicating exactly what was ordered.

Thanks I love it when we get updates and know the issue is solved.