Crate & Barrel

This review is about the customer service. We walked through more than half the store with little acknowledgement and no assistance. Margie was the last associate who was kind enough to say hi and ask if we needed help. She was very helpful and wish more of her co-​workers had her positive attitude.
Margie delivered five star customer service, but minus one star because of her co-​workers poor customer service
Thanks Margie!

I have shopped at Crate and Barrel before, and I had to agree with some of the negative comments about customer service.
I have been ignored on a couple of occasions when I came with a mission to buy.
Today (May 21) my husband and I had a great experience. Margie helped us find the two alternative night stands I had picked from the latest C B catalogue. She was patient, knowledgeable, and very helpful. She also helped me find the plates I was looking for downstairs.
This time shopping was efficient and pleasant.
I hope delivery will be equally smooth.

Experience with the associates in the store, great. Experience with delivery for a couch was TERRIBLE. They couldn’t confirm a delivery date four times, moved the date without confirming, and still haven’t picked a time because I kept getting put on hold.
Still haven’t confirmed a delivery time/​date and it’s for some reason taken 3 days. If someone at the Crate and Barrel warehouse in Tracy, CA reads this, please put our couch on your truck and just call me.

If I could give this place a zero star, I would! I bought two drink dispensers here and returned them after testing it out and the water pressure was so bad, we didn’t even use it for my daughter’s party. I rinsed it and but did not use after realizing the quality was so bad. Took them back and told them the problem. The first sales associate said it looks like it has been used so she has to call a manager to which I reiterate «it has not been used! I rinsed it out to test it first» The manager came over and they proceeded with the return but asked me «were they both purchased here?» Wtf??? You treat your customers like they are criminals! We are very well to do, live in an affluent area, they really think I would stoop so low as to use something and returned them? Even if I did, the quality is bad, the return should have been handled more professionally! Take a good lesson from Nordstrom customer service! SHAME ON YOU FOR DISCRIMINATING JUST BECAUSE I AM ASIAN AND WAS IN MY WORK OUT CLOTHES! disgusting how you treat your customers. You work in retail and think you are all high and mighty! We just closed on 2 vacation properties and thought about furnishing our needs with Crate & Barrel but forget it! I’ll take my business elsewhere!
By the way, you two ill mannered white women should learn something from the African American ladies that helped me when I purchased those, they were extremely nice and helpful, not smug and condescending. If your parents didn’t teach you anything, go learn from them! You’re a disgrace!

I just walked out this store and am immediately giving it a review bc the service stuck out to me. My husband and I walked through the whole store, both floors, over 20 minutes, and not one associate said hi or asked us if the can help us. You’d think they would as they walk past you but no. Nice place but bad service.

What can I say?! I love them! Can I afford the furniture? He’ll no! But I love al the cool kitchen, dining, and especially the barware styles that are featured!
I always find something I just gotta have!
I don’t go often so as not to get bored with it.
When I do go back once in a while I’m always surprised and wowed! Bought some cool copper plated jiggers I purchased here for my bar shifts!
I would love to see pure copper ware soon though instead of the cheaper copper coated metals.
I’d drop cash on that in a heartbeat cuz I know it’ll last a lifetime.
The folks that work there are always so pleasant and friendly. I know I prolly look suspicious cuz I come in w my longboard in my tattered jeans, Guns & Roses t-​shirt and a backpack so I kinda draw attention to myself. Especially in a rich place like Stanford. But they’re always so helpful even on the phone! See y’all again soon!

This location gets pretty busy so at times it can be a pain to navigate but the selection is always nice and they have just about all I need when I go. I like that I can get more everyday items as well as fun seasonal stuff, and their prices are great.

We frequently shop at CB & will continue to do so in spite of a recent incident with one of the furniture clerks (named Michelle) upstairs. Instead of attending to our needs, she insisted on us to follow her until she was done w whatever she was doing. Then she will attend to us. Seriously? Must be a new or temp hire. No sense of customer service. No product knowledge. We were not about to put up w her rude incompetence — we got someone else to help us. Closed the deal. Recommend additional training in CustomerService101 for M.

I love Crate and Barrel products and the store layout, but like other reviewers have mentioned, customer service at this location is awful. We have been to this location three times now, and every time we leave, we leave in a sour mood. The store associates are unfriendly and not at all personable. Every time you ask for help with finding an item or with the registry, or for a return or transaction, you feel like you’re doing something wrong. I’ll stick to ordering online or to the other stores.

I walked in with the intent on purchasing some dining room furniture, a rug, and some accessories, but left empty handed due to their major lack of customer service. The store wasn’t too busy and they had a ton of staff throughout the store, and yet not one person said hello to me. I’m not someone who generally needs or wants a lot of help, but I appreciate a simple hello when I’m attemtping to spend over $ 2k in your store.

nicely organized. The one in SF is way better than LA area.

Worst retail experience I have ever had to undergo. Called about three weeks ago since I needed a headboard and they had a sale going on. Transferred me to furniture and sat on the phone until closing. Called back and they transferred me again about a week later, and the person said if I am busy I do not answer calls. Called back about a week later and was told salesperson would return my call within 30 min. Called the next day to talk to manager. Was told manager was in meeting but would call back that day. Called back when I did not receive call and was told manager left for the day. Called back the next day when I received a snotty call from a salesperson and was told manager would call me. Obviously manager never called me. Called corporate and was left on hold. Obviously the company has outgrown their success story. Not worth even this review.

For shame all the staff at this location. Maybe you are spoiled by all the rich sheep that shop at your store and don’t know how to recognize when they are being tried rudely. Your staff is smug and condescending. Your general manager sticks her head in the sand like an ostrich hoping that problems go away. Your district manager must not pay attention because my issue has never been resolved. Not even an apology from anyone in the company. This is not how you should treat your customers. I know my little registry doesn’t make much of a dent in your sales but now I plan on spreading the word of how little you really care and this was all over a pair of wine glasses that cost you maybe $ 4 but that you promised in an email to us.

I recently purchased a couch and rug from C&B and I looooooooveeeeee them soooo much!
The lady who helped me (Renee) was incredibly friendly and helpful to a first time couch buyer such as myself. Yes, yes, yes… the couch was much more expensive than the Ikea couches I was also looking at, but it’s American made and so comfortable. In addition, the delivery was free, the delivery people were right on time (like to the minute), they set up everything in my living room exactly to my liking, and then took away all the boxes and packing material.
To top it all off, Renee got me a new mover discount on my entire purchase!!! Seriously, how amazing is she?
I won’t be able to afford another couch for awhile, but I’m sure this one will last for a long, long time. :))))
I also bought some cute coffee cups and love them too.

We’ve been purchasing C&B stuff for years. We were smitten once we attended one of their registry events years ago. Since the closing of their San Mateo store, we have been shopping at Stanford. It’s a great store and customer service is top notch. Recently I’ve had a few interactions with Heather — mostly on the phone and via email. She’s really great — responsive, a pleasure to speak with and accommodating. Appreciate that C&B staffs their stores with quality personnel.

Husband and I decided to grow up and buy a little more longer lasting furniture than the put-​it-​together-​yourself stuff we’ve had for the last 16 years.
For the past couple months, we searched for a dining table, and finally found one here at C&B online. It was not available, but they were having some shipped in, and we decided to purchase a table, some chairs, and cushions to have delivered when ready.
Noree was OUTSTANDING! She was able to help, answer all our questions, and was very informative. We are very pleased so far!
We browsed the store with our kids, and the staff were very nice — not pushy at all, but ready when we had questions.
Will upgrade to 5 stars if/​when delivery comes through — hopefully later this month.
May 9, 2015 UPDATE
Just upgraded this to 5 stars. Got a call last week that the shipment came in, and scheduled a delivery date through a woman named Rosemary. She was very professional and very helpful!
Our table, chairs, and cushions came, and we LOVE it! The delivery guys were very nice, and came right on time (even a bit early, but not too early).
I really can’t say enough good things about our whole experience. We will definitely be back.

Went to Crate & Barrel because I need to buy a cast-​iron pan. Had to get service because they didn’t have a 10-​inch pan on display, the lady helped us and we got one. Gotta season the pan by putting veggie oil everywhere and cook it for an hr — friend said to not use soap — just water to wash it.
Some cute looking stuff for Valentine’s Day. I love you a Latte mug $ 6.95 — cute.
Marshmallow hearts $ 7.95
other goodies.

Love Crate&Barrel and like the organization and layout of this store but HATE the customer service. Even when it has been empty I get completely ignored. I might look like a teenager or even a slob in my (lululemon) workout clothes but guess what? I’m in my 30s with no kids and a shit ton of disposable income. Employees only help out older people or couples. I never get help when I’m alone and I noticed the same today with others. I needed to exchange something I got from my registry today and the manager that assisted the cashier that was helping me was condescending and rude. I’ll stick with Santana Row location in the future which has always been super friendly and helpful. *note that I worked in retail throughout high school and college, in particular at Nordtrom, so I understand working in retail and I can definitely tell you what customer service is or isn’t. This place isn’t. A smile or hello ever kill these people?!

Some things are over priced and some things aren’t the best quality, but somewhere between Target and Williams Sonoma is Crate and Barrel, which is definitely worth checking out from time to time, mostly for things you didn’t realize you need.

Great service, very convenient location and good available parking!
The store is very well managed and maintained — probably a tad better than the Santana Row location.

Staff is wonderful and they know their stuff! We started our wedding registry online and the manager saw we needed to add more items so she personally walked us around the store to give us ideas of what to put on there. We ended up getting a slew of items, some we previously never knew existed — and we love and use them all them all the time!

This was my first time at a C&B and the lack of customer service was horrific. I find myself questioning whether the reviews for this place were indeed intended for (this) location.
I went shortly after they had opened one morning and there were maybe a handful of customers shopping. Not one associate even mustered up a hello. They made eye contact several times, they watched me searching, some were busy unstocking product but NONE of them had the desire to help. Having worked in customer service for many years, I think I am able to discern when a team cares about offering the customer a solution or not. I also take into consideration the fact that people have bad days but this was a whole team of associates! The older gentleman with glasses hanging out in the baking area: you were the worst one staring at me as I moved about obviously searching. I went ahead and made some purchases but as I reflect upon my experience, I’ll opt out of this store for any of my future home needs.
…One star for being beautifully organized. All of the displays were refreshing and creative. I enjoyed browsing the product for the only time.

After writing my review about crappy customer service at West Elm in Palo Alto, I was inspired to comment on my extremely pleasant experience with the sales reps at C&B. I ordered an item at the store that they had on display but was out of stock. Everyone I dealt with, from the person on the sales floor to the woman who called when the item arrived, to the guys at the pick up/​loading dock, were just so nice and helpful. Retail is not the easiest job. I really appreciate the effort put forth by these folks to ensure a positive experience for me, the customer.

wish they have more manpower

Great service ! And most importantly well organized place .
They were always alert and ready for customers and thankfully they were tagging along my tail. They let me shop in peace.

This Crate & Barrel is really nice. Everything is spaced out. In my opinion you can get some affordable dishes and utensils. Upstairs they also have furniture and more home goods. I think the furniture is averagely priced. Obviously not ikea prices but it’s C&B after all.
This place is a good place to come to when you have a new apartment or house to furnish. I do believe that the quality of items here are good. So you get what you pay for.
The staff here is very friendly. Asking if I needed any assistance and when I purchased some dishes they individually wrapped them to ensure they didn’t chip or break.
I’ll definitely be back here for more dishes. I saw some handy cheese platters. But be warned, coming here will make you want piece of furniture you didn’t even know you needed. Definitely didn’t know I needed a nice bar cabinet until I came here. Now I can’t imagine living without one! Haha so tread softly!