Crate & Barrel — Attraction in Durham

I’m disappointed at the customer service I received today and the numerous hoops I had go through just to speak with someone about the replacement of a zipper for my couch that we ordered 2 years. Basically to find out that they can’t just “repair the zipper” and I need to purchase a whole new fabric case. We only had our couch for 1.5 years that retails at 3,000. I’m mostly frustrated and hurt with how I spoken to as a customer. An Employee who claimed to be the “furniture specialist” should not be gaslighting customers via phone, period. I have been given different instructions (the folder with the care manual and online instructions) on how to properly clean my couch cushions. The instructions are not congruent. It was clear the “furniture specialist” I spoke with via phone was irritable, interrupted me while I was speaking, and raised her voice several times and rushed me to provide information I did not have accessible at the time being. I was hoping she could look up my account but instead she asked for my phone number so customer service can contact me tomorrow… I could’ve done that myself but okay. Needless to say, she was not helpful and felt like I was just bothering her. So I decided to call customer service after the phone call and was on a wait for quite some time too. I did eventually get the information I needed but entire experience of getting gaslighted and having to pay more money just so I can my cushion to zip is absurd. My husband and I absolutely love Crate and Barrel products and have enjoyed what we purchased. We even used the wedding registry and loved the system! After my experience, I don’t think it’s worth purchasing future products from C&B. The products are beautiful but the experience of asking for support to repair or ask for resources to repair an expensive item isn’t worth it. I take pride in caring for my furniture and the items I’ve purchased but based on how I was spoken to via phone indicated otherwise. It’s disrespectful, hurtful and quite honestly I feel embarrassed. C&B my hope is you will take this feedback into consideration because customer service also plays an important role of the experience and often times the reason why...

I wanted to share my experience that I had on Tuesday of this week. I was trying to find an item that was on a friend’s wedding registry, which happened to be on clearance, and that I had purchased Monday to pick up at my local store in Charlotte. I got an email early Tuesday afternoon saying that it was delayed and so when I called they told me they cannot find any of the item in their store but it appeared that the C&B Durham location had two! Their warehouse did not have any in stock to ship directly to me, either, so I called the Durham store and they did have them - I asked about shipping it to me and mentioned that I had ordered it for a shower this Saturday (since I thought I could easily pick it up this week at some point) and asked what the cost would be to expedite it. I had an entire gift basket idea around this item so I was really hoping to get it in time - An associate named Anne was helping me and she was very kind as I asked her to look up different shipping options and try to help me figure out how I could get it by Saturday. The overnight shipping was extremely expensive and I live two hours away but wanted to get the item for my friend even if I had to give it after the shower, so we decided to send it regularly (and I said maybe by some crazy chance it would get here in time). I got an email about an hour after I hung up with Anne that the item had shipped which I thought was super fast and.... It arrived today! I don’t know if they usually get items prepared and shipped out THAT soon after a customer purchases something over the phone, or if perhaps Anne worked quickly knowing my deadline - either way I really appreciated her help and she was a pleasure to work with. I wasn’t sure the best place to write this but wanted to thank Anne and...

If I could give zero starts I would! The Crate & Barrel at The Streets of Southpoint has the most incompetent associates. I've had SEVERAL incidences where my order was REPEATEDLY incorrect. I do not appreciate the ring around.

I've had several failed attempts to order a beverage tub for a bridal shower gift online for an in-store pickup.

Incident #1: I ordered the beverage tub online and was told that the ones in-store were not of good quality. I decided to purchase something else in its place. Incident #2: I still had my heart set on giving the beverage tub as a gift, that I called back to see if there were any additional ones that were not scratched or damaged in stock and was told they was one of "first quality". As I was trying to give my associate my information, I was abruptly interrupted numerous times and told to stop talking fast because the associate for some reason could not take my information down correctly. Incident #3: When I went to pick up the beverage tub I ordered over the phone, the beverage tub was NOT in "first quality" and had long scratches in the inside and a dent on the outside of the tub. The store manager expedited me a new one to be shipped to the store. Incident #4: When I called two days later to check if my order had arrived, one of the associates said she thought it was a return and credited me back my money.

I can't tell you how much of an ordeal this has become. Associates need to be properly trained on what is considered good quality and store managers need to retrain staff on the importance of customer service. If I knew I was going to run up against all of this I would of either just ordered directly online or better yet gone to...