Crate & Barrel — Attraction in Town of North Hempstead

I am writing this letter to you with great regret and sheer disappointment and thus would like to register a complaint with your company Crate and Barrel. I did not want to have to put the pen to the paper however I am at a loss of words for the poor customer service that I have dealt with for the past 10 months. I have exhausted all means by trying to contact the Manhasset Store, leaving voicemail after voicemail and even leaving my name and number for a supervisor of some sort to contact me back. That led to no avail, which now brings me to today.

It started on July 24, 2021 when I placed an order for a Pacific Sofa with the intentions that it would be delivered in November in time for the holidays. When November came around and the sofa had not yet been delivered, never once did the saleswoman or another employee reach out to tell me that it would be delayed due to covid-19 restrictions. We were left without a sofa for the entire holiday season. Which then led into the New Year. I reached out to the store and they had told me that the new estimated delivery date would now be the end of January. Sure enough when January strolled around my sofa was still not ready to be delivered. Numerous phone calls later asking for an update, I finally was able to get through to somebody at the store and they had told me the middle of February is the latest update. Debating whether or not to cancel my order, I decided to stick with it as I had waited this long already. When the date came and I still did not receive a phone call regarding my sofa, I had to reach out AGAIN. Being a company with this highly of a reputation I would expect better customer service and more transparency. Fast forward to the beginning of April I still did not have my sofa. This is now 5 months past the promised delivery date. I contacted the store again and after leaving numerous requests for someone to contact me back I did not receive any update. I was left in limbo as to when I would be receiving my sofa. Part of my decision process was particularly stipulated intended for prompt delivery. My sofa FINALLY got delivered on April 22, 2022. That is 5 and a half months after the promised delivery date. If I had known that it would of taken this long I would have cancelled my order a long time ago and went with a different company. I was then told that in order to receive some sort of compensation for having to wait so long I would have to receive my sofa first. The moment I received my sofa I called up once again searching for answers. None of the employees who had answered the phone were able to help. I then left a message with one of the employees to have a supervisor contact me. That was on April 30th, 2022. It is now May 4th, and I still have yet to receive a phone call.

It would be in your best interest to insist upon greater promptitude in regards to deliveries. Otherwise I will likely be compelled to place my orders with your competitor who is going to be more translucent and give the delivery with a stipulated time. I look forward to hearing from you about this on going...

My family and I have shopped at this location for many many years now. During our recent visit I was made a bit uncomfortable. My parents and I were walking around the floor looking at chairs to purchase. There were many other people walking around and testing out the furniture just as we were. Yet I felt very singled out. A couple sales people kept watching me sit and test out chairs. They stood from a distance and watched with quite negative facial expressions on. I would like to emphasize that I am a minority and in my mid twenties, but I’ve never caused a problem to any item I look at in the store. Yet I felt like I was being watched like a suspect. Ontop of that, my parents first language is not English, they can speak perfectly fine but I usually talk to sales people since I am comfortable speaking. I walked over to the desk to ask questions about a recliner chair we were interested in. I stood there calmly and respectfully and said excuse me I just have a question about a furniture piece. There were about four sales people behind the desk. One was helping a customer and the other three were just talking amongst themselves. I stood there for about 5 minutes before someone finally acknowledged me. The sales person wasn’t really kind either, I felt brushed off every time he spoke to me. I felt like a book being judged by its cover and it made me feel horrible. I did not appreciate being treated in a way that made me feel like less than human, whether it be on...

I've made several purchases from this store and had good experiences however I made the mistake of purchasing something from them online and that has turned out to be a very poor experience. I purchased a costly dresser that was unavailable in the store. The dresser came and was damaged. I called to have it picked up and exchanged and was offered a discount in exchange for keeping it which I accepted. After about a year the slow close drawers (which they get a premium for) started to not operate properly. For spending 2,000+ I would have expected the craftsman ship to hold up for more than a year. When I called under the assumption they would send someone to fix their defective and poorly crafted product I was told it was a "final sale." This final sale mind you only happened because they sent damaged merchandise. I purchased a full-priced item. I attempted to explain this to the supervisor I spoke to from their online department but the representative kept explaining what final sale means in leagalese language like I was dimwitted and was mute on the fact that it only became a final sale because they sent me damaged furniture. Final sale apparently is a generic term they can use to justify not standing behind their merchandise. Their products are often good but heaven help you if you have a problem with them after the fact. It felt more like a purchase from Wayfair than what I thought was a reputable retailer. ...