Crate & Barrel — Attraction in Short Pump

This review is driven by my experience with fulfillment and customer service, but unfortunately that colors my perception of this location and has and is costing them business.

Summary: I have a furniture order that has been open for 17 months and counting. Products are routinely delivered with damage and need to be replaced. Read below for details.

As of June 2023, I am still waiting for an order placed in January 2022 to be successfully fulfilled. The order contained 7 products (headboard, bedframe, two nightstands, a 3 drawer dresser, a 5 drawer chest, and a 7 drawer dresser). They were built-to-order products, and we were expecting everything to be delivered in late March of 2022. The reality was a little longer and would not have been a problem with properly set expectations.

Unfortunately, it gets worse. The only products that didn't arrive damaged were the headboard, bedframe, and one nightstand. The past 12 months have been spent waiting for replacement products to arrive and, more often that not, they have also arrived damaged. For example, I am waiting for my fourth 7 drawer dresser to be delivered, after previous dressers had mis-fitting drawers, a cracked leg, and cosmetic damage. I ordered 7 items. I have lost count whether I've had 11 or 12 products delivered. At this point, I am still waiting for 2 of the 7 items in my order.

What I have come to learn is that Crate & Barrel will only deliver an order when every product in that order is ready for delivery. As a result, products sit in a warehouse, where they get damaged. I asked a delivery team member if they often find damage when they inspect products - they hung their head and gave me an exasperated look to indicate "yes". A customer service representative confirmed that products are frequently damaged in the warehouse, to the point that it is part of their training.

Customer service has been an additional pain point. By now, there is a lengthy record of notes connected to this order, as each time we receive damaged products, we need to reach out to customer service. Every time we call, we need to re-explain our history in addition to the newest problem. Most people (but not all) we talk to are empathetic, but all are powerless to do anything to resolve the situation. There have been numerous instances where we have been promised follow-up from customer service that has not happened.

My family initially intended to use Crate & Barrel to furnish a new home. We have intentionally avoided Crate & Barrel while this fiasco drags on and will continue to do so until it reaches a satisfactory resolution.

There are three isolated bright spots in our experience that prevent this from being a one star review.

1. The delivery team has closely inspected each product and has caught every instance of cosmetic or structural damage.
2. The need to replace damaged products has been met with no resistance.
3. Crate & Barrel's hold...

I came into this store today to shop for a new sofa for my home and had a truly disappointing experience. While sitting on one of the display couches, reading reviews and checking dimensions with my friends, we were approached by an employee who asked, “Where are your parents?” and immediately followed up with, “You guys need to leave, these couches are for sitting and display only.”

For context: my friends and I are all in our mid-20s. We were quietly browsing—just like many other customers in the store. There was absolutely no reason for us to be singled out or treated this way.

Shocked and embarrassed, we spoke with a kind associate on the first floor who informed us the employee’s name is Mike. He was wearing a black button-up shirt and had grayish-black hair and a beard. I can’t express how humiliated and disrespected I felt. The rest of the staff was lovely, but that one interaction completely ruined our visit.

Making assumptions about someone’s age based on appearance is not only unprofessional—it’s discriminatory. We were dressed casually, as many shoppers are, and left the store immediately after this incident.

I was genuinely excited to shop here, but after this experience, I won’t...

Back in January my husband and I went in to look at some sectionals and was greeted by a designer Rob Morgan. After spending hours in the store we ended up making a really big purchase. As we got to the register to finalize our order he convinced me to open up a crate and barrel credit card to save money and he also mentioned “multiple times” that I would be receiving double rewards points on my purchase which would have been $1600. At first I was not keen on opening up a CC but finally gave in. After few weeks later I noticed that I only received half of the points so went in store to speak to him personally and he was very rude and said he never Said such things and told him to have those cameras above your head checked and he said he can’t do that, and I was putting words into his mouth. My husband was with me the whole time rob and I was having a conversation about opening the card. I will not be making any more purchases with this store as when you want to sell stuff you are all happy and polite with the customers, but when you point out their mistakes they get very...