Crate & Barrel — Attraction in Alpharetta

My wife and I have been loyal customers of this store for over 10 years, during which we’ve purchased several large pieces of furniture. In the past, we were consistently met with friendly and helpful service. Unfortunately, our recent visits have been disappointing and concerning. Two months ago, we visited the store with our infant, looking to furnish our newly built home. It was a busy Friday, and we noticed three employees assisting a single customer, while several others—ourselves included—waited for assistance. We stood by the register for approximately 45 minutes hoping to inquire about a custom fabric option for a couch. During that time, not one of the employees acknowledged us, even though we were standing just a few feet away. While we don’t wish to make assumptions about the reasons behind the lack of acknowledgment, the experience was disheartening. One employee, in particular, passed us multiple times without so much as a greeting or eye contact. When we finally asked for help, she responded in a curt, unwelcoming manner. Despite this, we took two swatches home, still hopeful it was simply an off day due to the store being busy. Unfortunately, our second visit confirmed a larger issue. We returned on a quieter evening, ready to purchase a sectional and two accent chairs—totaling over $8,000. The same employee was present, standing near the fabric area. We spent 30 to 40 minutes browsing fabrics just a few feet from her, and again received no greeting or offer of assistance. She was engaged in a personal conversation with another employee and walked past us numerous times without acknowledging us or showing any interest in helping. It was disappointing to feel invisible as returning customers with a clear intent to make a significant purchase. Ultimately, we left without making our intended purchase and instead decided to take our business to the Buckhead location, where we’ve had more positive experiences in the past. We sincerely hope this feedback will prompt management to reassess the customer service standards at this location. Longstanding customers deserve to be treated with basic courtesy and respect, regardless of how busy the...

I am BEYOND disappointed with this Crate and Barrels design team!!! In march we had a design representative named Susan come and take measurements of our home, this was on a Sunday- she said she would reach out that Wednesday to schedule a meeting to review her furniture designs with us. Wednesday came and nothing. I waited to send a follow up email for the Wednesday following the original date she said she would contact me. NEVER got a reply. A week after that (so two weeks later) I called the store to tell them I have not heard anything from their design person, they put Susan on the phone and she told my husband and I we were “next on her list to call” and she scheduled us for Saturday April 13 to meet with her. My husband and I drove an hour to meet with her and guess what- she said we were not on her books. She didn’t try to accommodate us or anything. In fact she said the designs were not done. She told me she was sorry and would send me the designs via email and schedule a time to meet. I called to let the store know what happened because despite her apology that felt like the second time I was forgot about as she never emailed me like she originally said she would. The store said they would have the furniture manager call me- did they….NO. But Susan emailed me on Saturday after I complained apologizing again and reiterating she’d send the designs to me on Monday. Well here it is Monday at 6pm and NO EMAIL. My husband and I bought our first home and have no furniture. We have waited over a month at this point because we waited for her to come to our house to measure and we’re obviously waiting for her designs. We were so excited to buy furniture from her/ them. I don’t know this for a fact but it feels like because my Husband and I are young that there was a potential bias and that we were not taken seriously as clients. But BIG LOSS! We were the perfect clients as we needed literally everything and they chose to basically sell us NOTHING. Thanks for wasting our time Crate and...

My girlfriend and I came looking for new glasses and a few other items this past weekend. We walked every inch of the store just to see what was new and see all of their glass options as there are multiple display's. Sadly, we had many of the ladies who work there look at us but not one person said hello or tried to help... we were in the store for 45 minutes and I am 6'4 pretty hard to miss. Left a bad taste in our mouth so we went elsewhere to look for glasses. Well after a day of searching we found out they had other glasses in stock that weren't on the floor and it was the original glass she was after.

We figured we would give it a go and go back to see if it was better and if not we were going to order offline so they didn't get a sale through their store. Well to our suprise we walked in a little more dressed up the second time from our 11am gym wear and we had 4 employees within 30 seconds ask us if we needed help and two employees successfully got our glasses from the back while selling us on 4 others and made us rethink how the morning trip went so wrong. How we wasted a whole day searching through countless stores to end up where we started the day. I feel often at the Avalon if your not sporting jewelry with your gym wear they aren't helping you or dont think you have the money for all the upscale stores. Wearing dress clothes all week stinks so the weekend is for loungers while I have to deal...