Crate & Barrel — Attraction in Cranston

I called ahead of time. I chose to visit Crate & Barrel rather than the other retailers who could service my device because I trusted the brand more than anyone else. In the past in Massachusetts locations, I haven’t had a problem.

On the phone, I got confirmation from an associate at this location that my issue would be handled and I would receive the refund on-site that the manufacturer promises. However, I did not. Once I arrived twenty minutes later, the associate that I was on the phone with saw me with my item and gave me a brief hello before starting to dig through binders and computer documents. No conversation. They called another team member to the front to see if the other person had any idea where instructions could be. For this effort, I give more than one star. But my experience leaves much to be improved.

Twice I asked if the associate could just give me store credit rather than a refund, since I had somewhere to be that evening and this was taking them a while. I’ve worked in customer service for 9 years. All my training and experience has informed me that this suggestion would be a very reasonable one. I was giving them an out to follow the process on their own time, while freeing me to get on with my day. However, I was told that is not possible. They have to follow the process. They just can’t remember and need to find the instructions. No, it has to be actual cash I receive, it can’t be store credit. I waited for about fifteen minutes before asking again with the same response. I offered at that point to leave the product with them without my refund.

I have a few recommendations for the staff. First, a proper greeting. ‘Thanks for choosing us,’ or ‘When’s the last time you were in one of our stores?’ Something pleasant and welcoming, rather than a frantic nose in a book. I know everyone runs a deficit on time these days, but I was the only patron in the store that I could see.

I had anticipated kind of a nostalgic return to a new Crate & Barrel location due to my pleasant experiences in the past at other stores. I loved the sets on display that day. I would have loved to have been invited to purchase something and get a small discount from my returned item. I would have happily spent money if any attention was paid to me or to the fact that I might want to.

I’m going to add that the return item wasn’t very valuable. I went out of my way for $1. It was an empty Sodastream canister. I’m writing a review over $1. I could have received a $1 discount on a $50 cutting board and I would have been very happy. I could have received an offer to come back another day to get my refund. But all I got was ‘Are you sure?’ in response to my offer to leave without the compensation I had been promised over the phone, after waiting too long, after offering twice a way for them to fix this for me by giving me a simple, small discount. $1.

Yes, I’m sure I’d rather leave. Yes, I’m sure I’d rather get to my next obligation and be content to call this a loss. Yes, I’m sure I’ll never go to this location again if I can help it. Yes, I’m sure that $1 is not worth all this effort. Yet I’m also sure and I’m also hopeful, though, that we can do better for others in the...

TLDR: Buyers ordering custom- beware of delivery.

It is after countless, exhaustive hours working with customer service that I am forced to write this review. I was supposed to take delivery of my new lounge sectional last Wednesday 10/25. My online portal stated delivery today, the total price of the custom piece had been paid, over four thousand dollars- and yet no couch ever arrived.

After hours on the phone with customer service no one from Crate and Barrel customer service could explain what happened. Eventually, we heard that the warehouse made a mistake. I then asked to just drive to the warehouse the next day to get my order, as I was no longer going to play this game, and they informed me that I could not pick up my couch from the warehouse until a week later!

So, went with the delivery option assuming this must be a fluke. Unfortunately, it wasn’t. My delivery was rescheduled for 11/1, between 2:15 and 4:15. As of now, they’re over two hours late without word to when or whether they’re coming. I have been in contact with crate and barrel customer service, and just like last time, they have no way of getting ahold of the warehouse or determining exactly where my order is.

Simply put, Crate and Barrel you are failing your custom order clients from New England terribly. Not once I have been offered any solution other than “sit and wait.” The hilarious part, I’m still paying the delivery fee of over two hundred dollars.

I will NEVER ever again order a custom piece through Crate and Barrel. It’s a shame to say but the quality of their items are not worth the horrible follow through.

Please be careful and pick up all custom items rather than having to deal with the warehouse and team out of...

Be a very careful consumer. I am writing this to warn other potential customers about the Crate & Barrel No Return Policy - so perhaps you will not get stuck. As a first time buyer from C&B, I regrettably did not take the no-return policy to heart. The no return policy should be a warning signal to all buyers. With this policy in place, C&B is basically saying that they are not concerned with the customer's complete satisfaction. I was so terribly disappointed in the loveseat that I ordered (Harborside Slipcovered Loveseat), it was Not what I expected, it is like sitting on a Stone Slab - very hard and horribly uncomfortable. It feels nothing like the in-store show piece. Sadly, when I was buying this piece, C&B did explain their no return policy, but I was so pleased with the in-store show piece that I unwittingly thought I would not want to return it. I could not have been more mistaken. This was my first time buying from C&B. I will not buy...