Crate & Barrel

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.
Apr 4th, 2024

Feb 5th, 2024

Jan 29th, 2024

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.
Jan 10th, 2024

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.
Jan 1st, 2024