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October 2024 by Jess S.
I ordered a couch in June. It came the end of August - the arm was the wrong direction. They left the wrong piece here while a new one was made. The new one came today - there is stitching coming loose and it looks like someone took scissors to it. I'm still dealing with customer service to get ANOTHER replacement. I would never buy from this store again, their quality control is awful!!!
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August 2024 by Seth Norton
The staff are friendly, but allow at LEAST 1hr for curbside pickup. Twice now I have tried to get orders from the side door, and even with giving them the ETA using the link in the email, it took them another 30m just to start bringing stuff out. Not a place to go if you are on a schedule or want quick service on your massively marked up order. Also the email links are pointless apparently.
Edit: They didn't even have all of the items in my order, so they said the order was ready and half the items needed to be shipped anyways.
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August 2024 by pastypatil
The staff is incredibly rude - what do they think they are doing? Curing cancer???
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August 2024 by Ted Costigan
Absolute disaster picking up items that I was told was at the location. I called to confirm. Then arrived and was told the items were returned and not at the store. Horrible
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July 2024 by William Freedberg
The AI-generated review responses on here should be enough to scare people away. There's no way to leave feedback directly with the store about a confusing and irritating experience with the floor staff, so here I am. It took 35 minutes to get helped, and then, ten minutes before store closing, we felt a little rushed. The associate was knowledgable and expressed helpful and clear opinions about products, which was refreshing given other brands' "everything we sell is great" attitude, but unfortunately pushed hard to get us in the point of sale system even after we made it clear we weren't intending to buy same-day. She also took a very long time to generate an quote for us that was exactly the same as we could've gotten online, to generate a code to use so the sale would go under her name if we bought online (which she raised only a few minutes into helping us). Finally, she seemed unreasonably surprised and displeased that color was an important factor to us (she hadn't mentioned until we were about to finalize the purchase that slipcover sofas only come in 7 shades of taupe and gray). Needing dark red, dark mustard, or bronze should not come as a shock to anyone in furniture, and C&B barely has these options for any upholstered piece-- simply doesn't offer them for slipcovers. We settled on a room and board sofa with a poorer-quality build but found the buying process there to be much simpler with clients, not associates, directing the interactions.
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July 2024 by Amanda Dragani
Crate and Barrel has always been a class act when it comes to customer service, but I want to give a special thanks to Lydia at the Burlington store! I called ahead of coming in to get some registry items swapped out. She was incredibly attentive and understanding of the issues and I can’t say enough how valuable that is. C&B has a customer for life!
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July 2024 by Sofia Briskin
Expensive, but hard to find anything useful
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June 2024 by leon he
I placed an online order to pick up at this location. After receiving notification that my order was ready to pick up, I came to this store to pick up my order. One of the dishes I bought was broken so I brought them inside. The only resolution was that a replacement would be ordered and I would have to come back in a month to pick it up (should have at least offered to ship the replacement instead of requiring in store pickup again). There was no compensation for making me drive all the way to pick up a broken order. This was a pretty dismal level of customer service.
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May 2024 by A P
Helped son and future daughter in law choose items for their wedding. Staff was off the charts helpful. The store is beautiful and I wanted to buy everything in it.
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April 2024 by Zeynep Yurtsever
Large individual store outside of the Burlington Mall. Nice furniture selection on display and the buying experience was smooth with white-glove delivery.
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April 2024 by Anthony Tobio
Great place! Lots of furniture!
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March 2024 by Googlz Evil
Incredible variety and fantastic staff
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February 2024 by Yoav Barshad
Horrible service very limited inventory and display. I guess it’s all moving online.
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February 2024 by Joy Yonan-Renold
Ordered a lamp for pick up, but mistook Burlington Mall as actually in Burlington, Vermont, not Massachusetts. Call to have it canceled so I can reorder. Customer service rep calls me back a few minutes later to say Crate and Barrel can take care of shipping for me, order doesn't need to be canceled, and takes my address. I'm like, "That's amazing, thank you". Don't get her name. Days later, I'm still getting emails to pick up my item. The order was neither canceled, or shipped. Call back only to discover there are no notes about the conversation in the order, and I am having the exact same conversation again with another customer service rep. Three stars for the manager who not only believed me, thank you, but ensured accuracy in resolution and a huge what? to a customer service rep who would go out of their way to neither do her job, but outright lie.
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February 2024 by sahar rastegar
Do not wast your time in this store location, I ordered mattress crib, I did not get any update after 20 days, then 2 times I call this location, they gave me wrong information ; also last time lady did drop my call very rudely . she did not allow me to complete my question and day my concern. They have VERY POOR customer service.
