Crate & Barrel

I love crate and barrel and also I had a very good experience when I chose things for decorate my apartment :)

Terrible customer service! We tried to buy a few things & there was no one else in the store but us and no one seemed to be able to help us or know anything about
anything! The worse crate & barrel I’ve ever been in. Hire better people who actually know something about your products!

This location has the most horrendous customer service. I was the only person in line for check out, and 3 sales associates walked by the cash register without even asking if I needed help or if I was ready to check out.
After 20 minutes of being the ONLY person waiting in line, «Brian S» rings me up. No greetings, had what looked like permanent bitch face, and mumbled the whole time so I could barely understand him. When he was giving me the receipt he threw it at me instead of handing it over. What an amazing experience of awful– at least I know never to go back :)
Brian S probably needs a little more than a «training opportunity». But based on reading previous reviews and the C&B corporate social media interns’ responses it sounds like nothing will get resolved. Good job guys!

I’ve been in here a bunch of times– they have lovely things and the women who work downstairs near the cooking tools are usually so pleasant and helpful.
This evening I went upstairs with the intention of buying something and I overheard the employees making fun of the customers, especially «young ladies who clearly can’t afford anything in here»
I put down my purchase, turned to walk down the escalator and saw them looking at me– your loss, c&b.

I came in with the intent to complete my registry, but had the unfortunate experience of being matched with Sherie. She was unapologetically rude and unhelpful until her manager showed up. It is really hard to make free shopping (I had gift cards from the wedding) go bad, but she did it. She wouldn’t let me finish a question and when I asked for a print out of the registry to see who had bought which gifts, she directed me to a qiosk that printed the same registry I could have gotten from googling.
I’m updating from one star to three because aside from this one particular person the staff and managers at crate and barrel have been overwhelmingly helpful from registering on. I was just really put off by that behavior. I can’t act that way at work.

More like 0 star customer service. Ordered a sofa in-​store (sales rep was lounging in an armchair, had to walk up to him to get some service). For whatever reason the sofa wasn’t in the warehouse when it was scheduled to be. Sales rep told us we should expect a call/​email/​text by early Nov to confirm delivery date. We received nothing. I called, the person on the phone said they would leave a copy of my inquiry with the sales rep who sold us the couch so that he could update us. A week goes by and he doesn’t call, so we call them. They say the sofa is ready to be delivered to us. Now why didn’t they call and tell us that? If we hadn’t called would they ever have delivered the sofa? They say the couch will be delivered next Monday and that they’l call two days ahead to schedule a time slot. I’ll update this review if they actually hold up to this.
UPDATE: Lo and behold the couch was delivered on time. Lesson: C&B seems to listen to complaints on public forums, so be sure to leave your bad experience and upper management will make sure you get your order

Stopped by on a Friday evening to pick up some items for a dinner party I’m hosting this weekend. The employees seemed too busy arranging items on shelves to actually bother greeting me (or any customer, it seemed) with any enthusiasm. Upon entering it was one of the rudest «hello’s» I’ve received: the woman made no eye contact and only abruptly said «hi» because I was standing right next to her.
The other two sales associates kept making repeated eye contact yet never uttered a word, nor asked if I needed any assistance. The store was quite empty, and wasn’t close to closing at all, so not sure why/​how these guys all seemed so irked by a customer.
The whole experience was so eerily quiet I felt like I was at library. I even tried joking with the woman who rung me up, noting the silence in the store and she gave me this look of *whatever*. Never was I asked if I needed parking validated, nor was I ever read my total — good thing it’s on the machine where you swipe your card.
Duly noted, C&B Clarendon. I’ll drive to Tysons next time…

Bad customer service. Bought many items for my new apartment and was told for October 1^st delivery. I was excited when the delivery truck came but was told that my floor lamp, side table and few items did not make it for delivery, really? Called the store and was told that it will get deliver first week of Nov. I was like WTF! I spent way too much money for this? I would never buy anything from C&B. I will take my business to West Elm instead!

I recently was married and registered at crate and barrel and have had a great experience except for at the Clarendon, Virginia location. Their customer service is horrible to say the least.
I have made several trips there to exchange or purchase items and each time I wish I had never registered with them. My most recent trip was to exchange a throw rug I had registered for and ask about returning glasses that were on my registry. I told the sales person that several glasses in the set had arrived chipped and they exchanged without any question (great), but after only using them for a couple weeks several have chipped from being in the dishwasher and when getting ice a huge chunk broke off the top of the glass. I explained I was frustrated because I haven’t been rough with them and wasn’t satisfied. The sales person basically implied I was exaggerating because «these are their top selling glasses and she’s never heard of them chipping or breaking easily.» She also told me nothing could be done since I had used them. She was nothing but rude. Interesting because when I left the store I called C&B customer service and they told me the sales person «should never have said there is nothing that can be done» and offered to send me store credit for the amount of the glasses.
I worked retail for several years at restoration hardware so I can understand the frustration when customers try and return items that have been bought years earlier, but the glasses had been used 2 weeks? not to mention the money you are making from my registry and you cannot do something about a set of glasses I am unhappy with?!? Ridiculous.
I will encourage my friends getting married not to register with crate and barrel and if I need to go into a store again I’ll drive the extra miles so I do not have to go to the Clarendon location. It’s not worth the frustration.

I made the mistake of purchasing a couch from this C&B location without a written warranty. I requested one from their corporate office and they said that they could not provide one, only that they «stand behind their merchandise,» whatever that means.
Fast forward two years, our dog pees on the couch and ruins two of the cushions. We have it professionally cleaned as recommended by C&B, and still the smell doesn’t come out. We call the store and their furniture sales associate says the cores should be covered under warranty, sends the issue to customer service to be processed, and tells me I should hear back in 48 hours. I also called the furniture department of the C&B where we live now in Houston and they also tell me it would be covered under warranty.
72 hours pass so I call the Arlington store again, talk to customer service, and they tell me that the cushions are only covered for deflation or breakdown in the fabric. They further tell me that I will have to buy new cushions and do not address the wrong information about warranty coverage that I was told by the sales associate.
I will not buy furniture from C&B again, or any store where I cannot obtain a written warranty that expressly outlines all of the inclusions and exclusions. They clearly don’t even train their sales associates on what’s covered so how can you even get correct information at time of sale if it’s not written? It’s a sleazy practice.

So you shop online from the convenience of your home, you make a rather substantial order, only to have the store rescheduled your delivery twice. And on top of that, you receive the WORST customer service ever imaginable. Love the product, but come on! Train your customer service agents to provide excellent service to the customers, I.e., don’t argue with the customer, don’t blame the customer, don’t make excuses for your errors! WE may not shop here again!

None of the furniture is in stock, and it takes far longer than their projected arrival that they have listed on the website. I ordered two book cases that were estimated to be available by early July, and I have been cancelled twice on my delivery. Finally received one today on July 28. I still don’t have the second… they cancelled on the second an hour before delivering.

We are pretty loyal Crate and Barrel customers and even used them for our wedding registry. Yesterday, we purchased some kitchen containers. When we got home, we realized they were too small for what we needed. I took them back to the store today to exchange them for a different size. Me and another woman were standing by the service desk, unnoticed while the staff went on their way boxing things and ignoring customers. Once I made a comment on the service, I was then asked if I needed help. I asked to exchange the containers and was told that I couldn’t because they «looked used». I showed them the receipt which showed that I bought them yesterday and told the ladies that the containers were unused. They told me too bad and offered to wrap them for me anyways. Great. So not only could I not return them but I also had to buy new containers, spending more than I had hoped and leaving the store frustrated with the customer service I had received. Next time we will just go to the Container Store next door or Williams Sonoma across the street.

Not only the worst furniture shopping experience ever, but the worst shopping experience in general. I’ve purchased several C&B pieces over the years and it’s always been smooth sailing. This time I was preparing for a big move and purchased five figures worth of pieces. The salesperson told me a few pieces were out of stock but that they’d arrive by mid July. The rest would arrive July 1^st, four weeks out. July 1^st comes and goes, nothing. They call the next morning and say they’ll be there between 9 – 12. Nothing. Another call that it’d be 4 – 7. Nothing. No calls, no notifications.
I make some desperate calls and they promise my furniture in a week and a half. Unacceptable but I want my furniture so I accept with their guarantee that it will arrive on July 11^th. In the meantime, I call to get an updated ETA on the backordered pieces. They tell me that it’s now going to be late August before I can have my furniture. I’ve now decided to cancel the order except for the sofa that is supposed to arrive on July 11^th. And of course, today the truck arrives without the sofa.
So to date, I’ve paid this store five figures, spent four entire days waiting for deliveries that weren’t coming, gotten zero proactive phone calls, and have lived in an empty house waiting on their empty promises. C&B will never earn my business again.

I’m not giving you one star bc I had an item shipped to your store, received an email it was there, called to make sure it was ok to come by, and then arrived to find out that no actually it was not there and I’m going to have to wait another month bc you’re apparently not paying your port workers enough — to the point that they’ve gone on strike. I’m giving you one star bc of the smug hipster d-​bag you have working the backdoor loading. I’m talking about the skinny blonde piece of shit with the oversized glasses. He was such a raging asshole he’s lucky that he didn’t get his scrawny little ass beat in the back stairwell by me or the other customers he offended. Fire his ass before you have to deal with some workman’s comp lawsuit he brings upon himself. Seems like your store has enough issues on its hands. Kudos to the female manager that did help me. She was professional and alleviated the situation the best she could.

I like crate and barrel but this was my first time in this store. 2 star for looking for a while to find a sales person to ask a question (in the 2^nd floor) and 5 star for Lise who was extremely helpful, nice, and friendly. So overall 3.5, i round it up to 4 this time and will edit if I had the same wait problem nxt time

Furniture heaven. I come here for inspiration and often times end up buying similar looking items at places I can actually afford. Customer service here is second-​to-​none, and you can customize almost anything you desire. JeeYoung was super-​helpful and printed off the product description of several chairs we were interested in and offered to provide us with fabric swatches. Would recommend saving up for big-​ticket items for here (or check out the Alexandria outlet!) as they will certainly last you a while :)

I live above a Crate and Barrel so I visit this store often. My bedroom set, couch and chair I picked up here. I also got some bar stools and a desk chair. All of it is still in good condition and looks to hold up well for future use.
I love their seasonal decorations. I often buy more Christmas decorations that I don’t need because everything looks so pretty.
This print they have some nice gardening accessories and I’m fascinated with all the pots. I keep thinking I will get some.
They also have an exchange system for my CO2 cartridge for the soda stream. If you recycle your old bottle with them you will get $ 14 off the purchase of your next bottle.

You know, it’s annoying when you get to a store and see it closed for a registry event. Granted, I enjoyably killed an hour at Barnes and Noble while I waited for Crate & Barrel to open up to the general public, but it’s a slap in the face. So, I’m not registering, but it doesn’t mean I can’t afford to get everything I want on my own.
On top of that, I thought the bins in the kitchen tools section was lacking in variety and selection. However, with some help from an employee, I was able to find a few items I came in for: a mini masher, a y peeler, and a citrus juicer. On top of that, I remembered to use the C&B coupon that came in the mail so I was able to save 10%. Woo.
Overall, the store, while it looks big, has a very small feeling to me. I don’t know what it is, if there are just lots of people, or if in fact, it really is small, but overall, the items on the floor didn’t look as plentiful.

Quality décor a bit over priced. I am writing the review because although we saw Steve chilling at the register for at least 5 minutes, he never asked us if we needed any assistance. We finally asked a passerby store person for some assistance. She looked at us like she was above helping us and asked Steve to basically get it together/​do his job/​greet us. While he was helping us, the entire time Steve looked at us like, «Why are you wasting my time.»
We were through with the store by this point and just wanted to leave. On the way out we saw more employees of the store and asked where the manager was… They pointed to the lazy/​flustered/​too busy person who told Steve to help us. I decided at that moment I was going to write a Unilocal review.
I hope you read this and get your customer service together because your store items are too overpriced to sell themselves without at least decent baseline customer service. Thanks!