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May 2024 by Steve Myers
We purchased a set of bone china that we are fairly pleased with. The coffee cups, though, are staining very badly and they will not clean up. We took them back to their store at The Mall at Green Hills and the person who worked there said that staining in coffee cups was normal and did not offer an exchange or return. I guess if you think that is normal for you, please buy their products. If not, then you may want to shop elsewhere. (Please note, in the photo, these cups were scrubbed, cleaned and dried.)
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May 2024 by Sarah Willis
We had an amazing experience here thanks to Charlotte! She helped my fiancé and I find and purchase the couch right in our budget. I would highly recommend shopping at this location for anyone looking for new furniture.
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April 2024 by Jayda
They will not work with if you buy a piece of funiture -outside of the 30 day policy . They are not considerate either . The customer service is bad . They do not care to help the customers .
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April 2024 by Zane
3/11/24 Final Update: After having to followup because I never got a reply, I can now confirm that everything I wrote below is confirmed. Crate & Barrel customer support is potentially the worst I've ever dealt with in retail. It only took an additional two weeks of C&B bouncing me around, but I can now confirm that they are making me pay to return a defective item that they sent me. I'd suggest buying on a credit card so you can dispute charges if you buy from this store.3/4/24 Update: Since HR commented on this post suggesting I wait longer, thought I'd give an update almost two weeks later. Crate & Barrel has still not gotten back to me with a resolution to their item. They have bounced me around from person to person on their help line, providing partial answers to questions and not retaining info that was written on prior emails.I purchased a Miele vacuum cleaner through the website. It came in with a handle where the locking mechanism doesn’t work properly. I was told to go into the store by a representative by email and that if they would take it back in the store, I’d have to send it to Miele.In the store, they told me they couldn’t help me (thanks for that Crate & Barrel online rep who told me to waste my time by going in), and that I’d have to work it out through the vendor. In addition, they told me they could not help me with getting the item shipped.Very disappointed in this retail experience. Crate and Barrel does not hold itself accountable for quality control. It makes more sense to buy directly through the vendor and spare yourself the frustration. I’m now spending money to send a defective item to the vendor.
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February 2024 by Shay
I was looking for the fiddle leaf fig tree online. I found it at Crate & Barrel. I called the Green Hills location and they had one left. I spoke with Taylor and another manager at the store. They were amazing. I drove to Nashville, picked up the tree and saved over $300 on shipping costs. I love my tree!
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September 2023 by Marcus Smith
Went there for martini glasses. Found a great deal and great quality! Enjoyed my time in the store!
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August 2023 by Peyton Rauth
I have nothing but bad things to say about Crate and Barrel products. They cost way too much. I am glad to pay higher prices when I thought I was getting a good product but I did not. I am sad that I had a wedding registry with them. All my plates are scratched and looked like I have had them for 10 years. The silverware that I paid $500+ for is scratching and discoloring. My salt and pepper mills are broken. I washed a glass vase in my dishwasher and it started to crack all down the side. I had 4 frames delivered and one went missing and one came broken. You name it and it happened to me. I did reach out once to tell them I had multiple issues and they replaced two items and they said... "We will only do it this once" Well to them I will only shop with them once and be sure to tell the rest of my friends who are getting married that this is not where you want a registry.
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July 2023 by yeon so
Awful! Before you check out, check the price of items.I bought bowls in this store. When I got to parking lot, I checked a receipt. The price was different from price list. So I had to make two trips.staff (middle aged woman with dirty blonde hair) said I made a mistake. But it was not. Finally they return the difference without any apology. They are super rude.Not helpful. Not recommended.
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March 2023 by Valarie Lawson
I’ve ordered toys for my children from here for years but after my recent experience I will tell anyone and everyone I see not give them business. I ordered presents that were from Santa for my babies on Christmas Day on OCTOBER 27th. I still have not received the item. Just a week before Christmas they sent me the incorrect item- like not even close- but a toy at all. Then they lead me on thinking the replacement is on its way- it wasn’t. It wasn’t even ordered. Now on March 4th I still don’t have it. Very disappointed and unsatisfied with Crate and Barrel. Will not purchase again. Customer service sends me in circles with the most fake, not genuine tone and words.
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February 2023 by Jessica Day
I shop a lot online at C&B because that is just what is usually convenient for me. I decided to visit this location for the first time. It wasn't a very positive experience. A couple of staff were nice but everyone else was so snobby and just overall not very friendly. I really hope it wasn't because of my race (because I could see them being friendly with other customers). I got something from the clearance section because I wanted to complete my set at home and was talking to one of the staff asking about another part of the set when checking our. A lady came to help (she was short has short blonde hair) and she wasn't very friendly at all. She kept saying "clearance" so loud as if to tell other people. Like omg I just spent $$$$$ online, I just needed this one because this is the one place that its available. Anyway, I think I will stick with Williams Sonoma or just keep shopping online and never pick up from the store or shop there.
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December 2022 by Maria Jones
We have gone to the green hills store on multiple occasions and each time they are super rude and condescending. I hope and pray it's not because of my race but it certainly felt that way. It was early today so it was not super busy and just the lack of customer service and just plain not treating people with respect no matter how they look or may be dressed it does not cost anything to be be kind.
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December 2022 by Jamie Page
All the products I have purchased at Crate & Barrel have been of a good quality, and things are presented nicely in the store, but this review is focused entirely on my most recent customer service experience while trying to purchase something from the store in the Mall of Green Hills. In mid-November, I ordered a knife block to be delivered to the store for pick up. After receiving an email that the item was ready for me to pick up, I went into the store on the evening of Nov. 28 and was told by a store associate that the item was originally there, but another associate had mistakenly sent the item to their warehouse in Smyrna. The gentleman who helped me said he was sorry for the inconvenience and that I would receive a significant discount for my troubles. That sentiment, I appreciated, because I drove a long way in some very heavy traffic to get there that night, only to be told they sent it to the wrong place. He said it would be sent back to their store the following day. I gave it an extra day to be sure, and called the store on Nov. 30 to be sure it was there before I drove to the store again. That resulted in me having to call three times due to a series of being accidentally hung up, the second call ignored, and then the third call in which someone explained that they had now mistakenly cancelled my order, so it was sent back to it's original warehouse. Now they're going to ship it to my house, so we'll see if that happens. This series of phone calls took a total of 31 minutes, in which I had to miss my lunch break at work. I fully understand that we all make mistakes and, despite how this review may come across, I'm actually flexible and easy to get along with. I mostly just expect people to be nice and respectful of others. But at no point during this phone conversation did the store associate I was talking to ever offer any sort of general apology for all the inconvenience this had caused me. She didn't even offer a discount; I had to remind her of the discount promised to me by the other store associate, and only then did I get 20% off for my troubles. To clarify, when I drove 30 miles to the store that night, traffic was awful, there was nowhere to easily park at the mall, and I had recently hurt my back and could hardly walk, and ended up having to walk from one end of the mall to the other. Then another half hour was wasted on the phone, and in the series of having to call back multiple times, no one who answered the phone seemed to think this was unusual, but responded as if that was normal phone etiquette. I think all of this combined is certainly worth at least a 20% discount. Of course, I would have preferred to pay full price and have not had to go through any of this, but mostly just expect a retail store at this level to have more compassion and understanding with customer issues. They don't even acknowledge the mistakes that were made, they just respond as if this is how all transactions are handled. Anyway, based on this experience, I'm not shopping here any more. I can buy the same quality items at Williams-Sonoma or other local gourmet kitchen stores, where customer service is more of a focus.
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December 2022 by Kerry Lovelace
I ordered the calypso cabinet. Its beautiful but arrived damaged with a broken glass shelf and misaligned drawers and cabinet doors. The delivery experience is appalling. I've had 3 subsequent failed deliveries (2 no shows and 1 delivery where the delivery company showed up without enough movers to pick up the damaged piece and drop off replacement). I've spoken with several C&B customer service reps given C&B nor the delivery company follow-up after failed deliveries. Assuming the delivery company shows up this time (5th delivery), I will have had a damaged and unusable piece of furniture sitting in my kitchen for 6 weeks. If you are ordering furniture from C&B and live in Nashville, good luck dealing with their warehouse/delivery company, Clark's White Glove Delivery. Clark's doesn't answer their phone during business hours or return calls nor follow-up when their deliveries do not occur as scheduled. C&B "moderated" my review on their website and will not post noting because the review isn't about the product and it's intended use. That's ironic given I cannot use the product. C&B refunded the delivery charge after the 2nd failed delivery and gave me a $250 gift card after the 4th failed delivery, however this hardly compensates for this 6 week experience and especially for a $3,000 piece of furniture. I've requested a refund and cancelled the replacement. C&B informed me that after receiving the damaged furniture at their warehouse, it will take 2-3 weeks to process my refund. So again, I'm at the mercy of a delivery company that seems incapable of showing up. I will never purchase furniture from C&B again.
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November 2022 by Tyler Henson
Terrible customer service. Very unhelpful and unfriendly staff. The manager, Joseph, is very rude and passive aggressive. If you want to understand why malls and brick and mortars are dying, just shop here.
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October 2022 by KICKSUMBUTT
It's IKEA but better quality. I didn't buy anything just looked and tested. The prices are high but your paying for quality. Not my place to buy stuff I don't spend 1000 dollars on beds or couchs but if you are that person you'll enjoy this place.
