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March 2024 by Geed Salam
So sad to see this store going down with quality and service. Crate and Barrel was my to go to store but not anymore.My latest purchase was an L shape couch which was not cheap. I spent after discount about 3.5k on it.It's been less than three months and already started pilling. Yes, the fabric had warranty on it. But no pilling within less than three months is normal and not a defect!! That's the answer I got when I contacted the store.And don't think you will get the best of the best delivery service this is going bad as well. My couch was delivered in December, so the ground was covered with snow. Oh, they dropped the cushions on the ground and get little damped and they were all over the place.I don't mind spending the money if I get the quality I was promised and the customer service they brag about. But unfortunately, this is not case in this store anymore. I will not be going back to this store.
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February 2024 by Alma Zgodic
Horrible experience with customer service, would not recommend at all.Ordered two sofas to be delivered white glove. Delivery guys were cool and nice and efficient but one sofa was missing parts and couldn’t be assembled. I was told I would get a call from customer service that day with a solution. Didn’t get a call, instead I had to call the next day only to be told that it will take 4 days to give an answer!!!!!! NOT SOLUTION. AN ANSWER!! Meanwhile I am supposed to have this 96” non-functional thing in the middle of my living room and wait.When I requested to talk to a supervisor because the person I was talking to clearly didn’t give damn about customer service, I was put on hold for over 30 minutes only to have a call disconnected by them and nobody bothered calling back.Horrible Horrific Unacceptable customer service!!!! Get your stuff from Pottery Barn or Restoration Hardware instead. Don’t bother dealing with this place!!
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January 2024 by x Zorton
Me and my girlfriend went to this store to look around and plan for redecorating our home. The staff profiled my girlfriend and very obviously followed us around the store the entire time we were there, blatantly interrupted private conversations and was overall disrespectful. Wendy was very nice but also seemed to be in charge and playing “nice cop”. The lady with the cane on the other hand was very disrespectful and rude. Initially we both loved what we saw but after this unfortunate first impression of the staff we will never be back.
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November 2023 by Dawn B
Nice store INSIDE 12 OAKS MALL! The map shows it is at a free standing store in the mall parking lot which is actually a La-Z-Boy store!! This store is on the 2nd level of the mall near the middle. Large store, friendly staff.
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October 2023 by Pat C.
I purchased two rugs from the Novi, MI store about a month apart. Both rugs were of very poor quality, edges frayed and curled a week after purchasing. The other rug had large areas of color missing. I returned the first rug through customer service, they picked it up, no problem. Rug number two was a different story. I offered to drive it back to the store instead of having them pick it up, big mistake. I went in to the store, put the rug on the floor next to the counter and waited for assistance. A woman came from the back with a big scowl on her face and asked what I needed. I told her I needed to return the rug, she got very angry. I asked for a manager, she informed me that she was the manager. She refused to give me my money back. After arguing for several minutes, I gave up and took a store credit. I have never been treated so poorly by anyone in a store. This woman should not be dealing with customers. I will purchase something with my store credit and not a penny more. I will never shop at Crate & Barrel again. Pottery Barn is just around the corner, They have good quality items and extremely over the top great management that treats their customers very well. They go out of their way to make their customers happy. Crate & Barrel Mgr. Jenny should go take a lesson.
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September 2023 by Blake Kozlowski
Melissa was amazing! Super helpful and knowledgeable about all the coffee machines/products!
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August 2023 by Faith Holmes
My husband & I registered here for our wedding & were so happy with all of the gifts that we received for our home. I returned to the store for a design consultation & the team was very accommodating with my schedule. Peter did a great job helping with the design & my living room looks awesome! I could not be happier with the Crate & Barrel staff & the products itself.
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August 2023 by Bethany Saenz
Terrible customer service! Simply horrible. I reached out to have a virtual consultation with Crate and Barrel over a month ago to have my living room, dining room, kitchen breakfast nook, basement, and bedroom furniture replaced. It took them several weeks to contact me to schedule an appointment. When they called, I was encouraged to have an in home consultation instead. I had the appointment for over two weeks, and rearrange my schedule and meetings to be available. A day before the consultation they called to say they won’t do a consultation unless I come into the store FIRST to try all the products. I explained that I know their products and would “test out the couches” once my design was ready. I then asked why they wouldn’t have explained this when they originally encouraged me to have an in home consultation. The woman was extremely rude and condescending. It was clear she wasn’t interested in driving to Ann Arbor for the consultation. We would have spent tens of thousands of dollars replacing our furniture, and will now go with a different company who provides better customer service. I will be sure to tell all of my friends to stay away from this Crate and Barrel. It is VERY poorly managed.
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August 2023 by David Spotts
They charge you thousands for patio furniture, never ship it after scheduling it for delivery, then you’ll never get a refund. Absolute scam. Filing a chargeback. Customer service wants the items you said you lost in transit returned before I get a refund. Nice move lol
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June 2023 by P M
Worst customer service ever! In-store, online and over the phone are all equally as bad. Rewards expire before delivery, virtually impossible to correct. Rarely have I had a smooth experience with C&B. Won't be opening this door of problems ever again. This company is terrible to deal with from start to finish. Not at all worth the hassle.
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June 2023 by Paul May
Worst customer service ever! In-store, online and over the phone are all equally as bad. Rewards expire before delivery, virtually impossible to correct. Rarely have I had a smooth experience with C&B. Won't be opening this door of problems ever again. This company is terrible to deal with from start to finish. Not at all worth the hassle.
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June 2023 by Nanci Michaels
I have been shopping at Crate and Barrel for 25 years. I am always impressed with the quality and innovation. In full disclosure, I went to work for Crate and have such respect for the products.
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May 2023 by Kathy Veenstra
I would not recommend ever shopping here. I bought a set of dishes that left scratches all over my tabletop the first time we used them. I went back to the store to tell them what happened and they didn’t care. The manages just said I could return them. $1300 worth of damage to my table and not even an apology or gift card from the company. It was sent to their insurance company who asked for my info and never contacted me again. The worst customer service I’ve ever had.
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February 2023 by aj shah
Within moments of walking into this store, I am always greeted and asked if need help. I always feel welcome here--whether I'm buying a $5 clearance item or something more expensive. Additionally, there online chat support/customer service is excellent. West elm/pottery barn chain should take a lesson from these guys!
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February 2023 by Wei Allane
The shopping experience was terrible in this shop and they should change the manager, a bald guy with glasses. He pushed us to pay for a lamp today which is available only in April with all kinds of lies. His lies seems so silly, it gives us impression more like an arnaque shop than a quality shop. When his employee needed his help, he didn’t help, it took us around 40mn to get a membership card. Hope that you could replace this guy to make your customer shopping experience better.
