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September 2024 by Amanda Woods
I was shopping for a sofa a few months ago. I knew I wanted something more modern and deep, so I went into C&B. I must have wandered about in there for 45 minutes testing couches and reading placards, but it wasn't until I was hanging around on a sofa directly in front of a cash register that someone asked if I was looking for something. I answered that I was indeed looking to purchase a big sofa that day. She sort of answered to the effect of "oh that's nice" and never talked to me again. Do I look poor or something? I generally dress nicely when shopping. Anyway, I wandered right back out again and went straight to Pottery Barn, where a lovely saleswoman greeted me immediately, helped me test all the couches and chairs, suggested customizations from the database and set out a number of fabric swatches for me. I think there's a clear winner here. Actually, I think I'll leave the same review for them right now. They should know what kind of job they're doing.
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August 2024 by Lola Isea-Weber
I placed an order in April for two sets of knives. Four months later, I still don't have it. When I called the store the staff did not seem to care. I requested to speak to a manager since the salesperson couldn't tell me how I was going to receive the refund. After waiting a while the manager came to the phone clueless about my situation. He asked to call back later. I think that making consecutive calls for 4 months was long enough. Very disappointed.
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June 2024 by Karen Anderson
Lots of beautiful things for every room in your home, both indoor and outdoor. Very reasonable pricing compared to similar stores, and great quality items. Staff is helpful and friendly.
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April 2024 by Marie G
Horrible customer service after I received broken items. Left me waiting around the store for more than 30 minutes just to tell me they cancelled my order and I don’t get a refund???
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April 2024 by Travis K
Disclaimer: This review only applies to the store--not Crate and Barrel as a whole.TL:DR - This C&B store doesn't actually stand behind the quality of any of their products.I purchased a $500 mixer from the Easton store. Unfortunately, the first time I used the mixer it was not working properly and it smelled of smoke/burning. Clearly there was a problem with this very expensive appliance. "No problem" I thought--it's still well within the return policy. I can just take it back to the store. This is an inconvenience, for sure, but it's not Crate and Barrel's fault. So, I put it back in the box and lug the mixer back in to the store to return it. After waiting a few minutes, the woman working the counter tells me that it can't be returned. This confuses me. First she tells me it's because it's an "electronic" item--which seemed odd because in the return policy there's zero mention of electronics having a different policy than anything else. Which I point out to her. Then she says that it can't be returned because it's been used...Now, the return policy does say items to be returned need to be "in good condition (unused or unwashed)". Which is understandable, to an extent. You don't want people to buy stuff and ruin it then try to bring it back. But, essentially what this means is that you can't return defective items at all. After all, the only way to know an item is defective WOULD BE TO USE IT.(It's worth noting that the return policy also says "If you discover an item. has a manufacturer's defect...we will accept the item for return"...but the not-so-helpful lady at the store was either unaware of this part of the policy or didn't think the smoking mixer qualified as defective.)After trying to understand the woman's logic (or lack thereof) she told me I needed to return the item to KitchenAid. Bear in mind, I bought the mixer from Crate & Barrel--not KitchenAid. But, after 2 weeks and 1 failed use, it was already outside of their return policy.Luckily, I was able to reach out directly to Crate & Barrel's support team and they helped facilitate a return (THANKS JOANNA!). I have to take it to Fedex to have them ship it back to C&B and they'll return it for me there. This is a fine resolution, but highlights an unfortunate reality: There's zero reason to ever purchase something in a C&B store.The only practical reason to purchase anything in a store (as opposed to just ordering it online) is the service. You get to talk to someone in person and if there's a problem they'll help resolve it. Theoretically, they can help you better than a faceless customer service rep hundreds of miles away. Crate and Barrel has apparently taken the opposite approach.
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February 2024 by Janet Polentz
Terrible customer service from "Holly" today while trying to make a return. She argued it was "out of return dates" although my receipt stated otherwise. Store credit was offered which I refused. Originally, I was going to shop for a replacement but decided against it after meeting Holly. The register was blamed for not allowing my credit. Eventually, was given full credit for my return. I found Holly to be very rude and sarcastic. Unfortunately a new employee was in training, I hope she doesn't take any customer service tips from Holly.
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January 2024 by Paul Wittkopf
Out of inventory and poor customer service is on there menu
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January 2024 by Jeff Gaither
Great experience at Crate & Barrel! Vitaliy worked hard to show me all possible options for a sectional couch and was extremely friendly and helpful. Even if you don't end up buying furniture here, you can be sure of receiving knowledgeable, courteous service and feeling like your business is valued.
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January 2024 by The Dude
Vitaly and Keenan, associates at Crate and Barrel, have completely revolutionized my experience of shopping for a couch. As soon as I entered the store, Vitaly's expertise and enthusiasm for home decor immediately stood out. With his impeccable taste and a keen eye for design, he navigated me through a myriad of options, turning a potentially overwhelming task into an absolute pleasure. His recommendations were not just stylish but perfectly matched to the aesthetic of my home.Meanwhile, Keenan's ability to understand customer needs was nothing short of impressive. His meticulous attention to detail ensured that all my preferences were taken into account. He was patient, knowledgeable, and profoundly insightful, making me feel like the most valued customer in the store.Together, Keenan and Vitaly form an unbeatable team. Their collective knowledge, passion, and dedication to customer satisfaction are unmatched. They did more than just sell me a couch; they provided a memorable shopping experience that was both enjoyable and enlightening. Because of them, I left with not only a gorgeous new piece of furniture but also a deeper appreciation for the art of home decoration. Crate and Barrel are indeed fortunate to have such exceptional talent in their ranks.
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January 2024 by Louis
Friendly, helpful staff. Products are stylish. Decked out our bar with quality drinkware.
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November 2023 by Heather Sloboda
I was given a set of Crate & Barrel skillets as a Christmas gift. They were nice looking and initially I loved them. Within a few months eggs started sticking to the 10” skillet and a short time later the same with the 8”. Proper care was taken of both while using and washing. I take responsibility for not calling sooner, but I really thought it wouldn’t be an issue. I spoke with Michael the store manager and while the conversation was both cordial and professional he told me there was nothing he could do for me. I’ve had cheap “As Seen On TV” pans last longer. Michael invited me to come to his store and said he would personally shop with me, help me pick out products and educate me on said products. I politely explained to him I would not be making any further major purchases at Crate & Barrel. I gave 2 stars because again Michael was very cordial and professional.
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November 2023 by Morgan Young
Awful. Bought a couch for $4200 and within 6!!! Months was already falling apart. Took 6 months to receive, fell apart after 6 months. Waited 3 months for replacement covers and were sent the wrong ones. Come to find out the color we had was discontinued. Now have to wait another 8-10 weeks. We wanted to return but we were told it was a custom couch???? Confused on that part given we did not “create” the couch. It was just bought off the website. Will NEVER buy from crate and barrel again.
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October 2023 by Anton Dela Fuente
Debbie was a huge help. Thank you!!!
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October 2023 by Jennifer Jackson
Worst customer service. I bought a couch from Crate and Barrel in the Spring and had over $400 in rewards as a result. I didn’t read the fine print (my fault for sure) and the rewards had expired before I even got my couch (didn’t get it until November), so I called to see what my options were. I was told multiple times by different customer service agents that I could get them back, no problem. This was in October. I’ve called every month since and heard the same thing, that I could get them back no problem but have yet to receive the rewards money back. It would be one thing if I was told upfront that this wasn’t an option, but that hasn’t been the case. The rewards program is ridiculous anyways, I spent over $4k on a couch and the rewards expired WAY before I even received the couch. I would definitely think twice before opting to use crate and barrel’s rewards, it’s a joke.
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October 2023 by Richard McClincy
Such a beautiful, varied store, housewares, furniture, etc. And some holiday treats on sale!
