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October 2024 by Andi L
We bought a $4K furniture set online from C&B a couple of years ago. I had been quite pleased with the online CS that we received when there was an issue with the delivery of that order. Based on this, C&B was front of mind for our next big ticket furniture purchase. Unfortunately the in-store experience was nothing like my online one.
My husband and I went into this store today to test out a particular sectional in-person. I had pre-ordered swatches in hand. Clearly we were serious as I made a beeline to the exact sectional and pulled out my swatches. They were not super busy by any means. There were more employees on the floor than customers. Several employees walked by us. There was someone standing at the front register the entire time, who was in our immediate vicinity. We were not once greeted or acknowledged by any employee.
After trying out the sectional and comparing it wiith others in store and walking around a bit, we decided to leave and head over to Pottery Barn. PB offers a very similar sectional for less, and we were deciding between the two. The service there was fantastic. Needless to say, we will be getting the PB one.
C&B, your store is beautiful, but if I wanted a depersonalized, self-guided experience, I would have sticked to online shopping. Daily use, large-ticket furniture purchases like this need to be experienced in real life. Customers come to the store have questions answered and to have an in-person experience.
I definitely felt unvalued as a customer. Unfortunately, based on my experince at Southpoint today, I am no longer a loyal fan and I can't recommend C&B. I know I am just 1 customer, but I think my C&B days are over.
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October 2024 by Gil Smith
Beautiful store. Staff extremely friendly and helpful. Not an over crowded store with regard to displays , etc. outside of mall for easy access and parking.
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September 2024 by Jeevan S (Visionn)
Despite the fact that we spent about $5,000 at the business, the manager showed no empathy for our situation and simply directed us to customer support.
Six weeks after the purchase, they called and requested us to clear everything for delivery. We gave away our sofa and television console. Our television is lying on the floor. This is our TENTH week and we are yet to receive our TV console.
They charged my credit card for FULL amount, but when it came to delivering the furniture, they were no where to be found. After multiple failed delivery dates and excuses, I was left without my purchase and no resolution in sight. Despite repeated calls and emails, thy refused to take responsibility .
This business operated with no regard for professionalism or ethics. They made promises they never intended to keep. Communication was evasive and they would often shift blame rather than take accountability. Their shady practices and lack of integrity made it clear that they cared more about profits than their customers or reputation.
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September 2024 by Penelope S
Very disappointing visit today. I met a friend for a shopping day and I was looking for several things so I decided to shop at Crate and Barrel while I waited for her. NO ONE greeted or spoke to me the entire 20 minutes I was in the store! There was even a man at the door when I walked in who looked right at me! When my friend arrived she came in near the kitchen items side of the store and I walked over to hear a young lady greet her. I had not seen this young woman while I was in but she is clearly the only friendly person there. Went to Williams Sonoma and bought my kitchen items there.
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September 2024 by Gregory
Great experience. The staff is very attentive and helpful with picking out and suggesting design and color options. Furnished my living room with gray and barrel and will be back for my dining room.Pro tip, the candles are absolutely amazing and everyone should pick some up.
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August 2024 by Scott Brasington
Bought martini glasses there, they were thin and first time we used one it broke. Tried to return the other one and the staff person refused the return because they thought they saw water drops on it, accused us of trying to return used item. It was never used, still had label on it. Ended up just leaving the glass there, they can have it. Terrible customer service. I'm out $18 but never shopping there again. They are out a customer for life.
Just to be clear, we were trying to return the UNUSED non broken glass, which ANY OTHER STORE would have accepted. We left that glass in the store with receipt hoping they might do the right thing and refund the money.
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April 2024 by Ronald Fink
It is a pleasant setting. Staff was courteous and helpful. The store is well laid out.
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April 2024 by Freda Rivera
I did place a phone order,for my grandsons wedding registry,I got a 10% discount,and excellent service,no delivery fee,and got what I ordered,on time.
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April 2024 by Sine Thieme
I used to love Crate & Barrel. But after just spending one whole hour trying to place an order via chat (because the online ordering kept crashing upon checking out), I felt compelled to revise my opinion. I searched in vain for a phone number to call to get my order placed. It no longer exists. Crate & Barrel seems to have moved to chat support only. That is a TERRIBLE idea. It took me way too long to place an order, and I almost gave up entirely. The rep took forever to even respond to me, even if it was just a matter of "yes of course" or "please hold on." At points I thought they had given up completely. And this all for an item that won't ship for another 2 months because everything is also always backordered. I understand the supply chain for furniture is difficult, but this is been an extremely frustrating experience. Bring back phone customer support (check out AT&T, they do this well!), or you will lose a ton of customers.
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March 2024 by Ivan Waldman
Very bright and well organized store with lots of knowledgeable staff. Large variety of their products on display makes shopping very pleasant and easy.
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February 2024 by Philip Tabor
They have a lot of nice unique items there.
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February 2024 by James D
The site itself was nice and clean. We usually go to the C&B in Charolette. After experiencing the service at the one in Durham, we will continue to use Charlotte. The staff, including the manager, we're very rude and talked down to us. That is until they found out that we spend several thousands of dollars with C&B for our business. Then the manager was nice and polite. If you can, go to Charlotte.
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February 2024 by Richard Grablin
Very nice store, staff is helpful but busy, lots of high-end items to shop for and buy. Come prepared to spend some serious coin.
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January 2024 by Ethan
Bought 12 glasses from there they seemed alright and thick enough but I guess not thick enough. They say dishwasher safe but do not trust it. The glasses broke on the first run in the dishwasher. Now we only have 4 glasses left…
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January 2024 by Ethan Bahl
Bought 12 glasses from there they seemed alright and thick enough but I guess not thick enough. They say dishwasher safe but do not trust it. The glasses broke on the first run in the dishwasher. Now we only have 4 glasses left…
