Crate & Barrel — Local services in Bellevue

If I could I would put 0 for customer service in this store and delivery! Please read reviews first before going to thr store! We purchased new twin set furniture with dressers and desk in the store, the computer stock on me,had to wait an hour or more for it to be resolve so I can get receipt. After printing receipt, the manager Christopher realized that one rail from the bed is missing. Had to purchase one more piece which made the furniture way more expensive and we were not expecting it in that total! Then to save money, we did self pick up. Went to the Warehouse and brought home the full set. Then at home we realize that we have two full beds instead of two twin beds that we ordered and needed! Apparently ,the lady who was ordering in the store made a mistake with bad sizes. Called store,left so many massages for the store manager Christopher, he never called me back! Then I called and some Samantha said that manager told her to take care of me. Samantha was disrespectful, interrupting me that I couldn't even finish a sentence. She made me purchased set of twins beds and said the delivery will bring twins beds and will pick up full beds . The delivery guys delivered to us open twins beds with no original packages and looks like it was used. We rejected the delivery! The delivery guys didn't want to pick up our full beds saying, well tomorrow, someone will bring you good furniture and then they will pick up your full beds! We were so upset. Didn't get what we wanted and then still having furniture that taking so mush space in our garage! Called store, talked to Christopher, he was gonna make sure the next time furniture will come in original packaging. Next delivery came and it was the same story😒 same opened beds without original packaging and the full beds not pick up! We're so upset,that we called store and said, we are returning ALL furniture and don't need anything from you guys! What a horrible experience! My son was crying the second time,cus he was waiting for his bed so long! 😭 This time Raenel picked up the phone! She said she will take care of us and she actually did! She wrote me an email and was responding to the each problem. And just because of her, We decided to give another chance with this company. My husband couldn't use garage for more then month and kids couldn't use their bike because of extra furniture that was laying there for so long. So we rented a track and delivered ourselves the full beds to the warehouse! We NEVER have gotten any compensation for all of this problems and delivery! Finally, in 2 weeks we have received our long waiting twin sets beds! If I would know that I had to go through with this store I would NEVER EVER get anything from them. Please read reviews, I am not the only one who had so many problems! I wish I would read reviews before going and buying their furniture 😕 The worst experience EVER that I had...

I am deeply disappointed and frustrated with Crate and Barrel's customer service—it’s worse than what you'd find at a convenience store. The in-store staff lacks basic knowledge, and the customer service team does nothing but delay and deflect.

I’ve shopped at this store before, and while I have to say the items are great, the same cannot be said about the service and process.

Here’s my recent experience: I ordered a cutting board in-store and requested a monogram, which required an online order. That was fine. However, I later realized I provided the wrong initials and called the store within 24 hours to correct it. They told me they couldn’t make changes and directed me to customer service. After a prolonged call, customer service also claimed they couldn’t help. I asked to cancel the order, and one of the many representatives I spoke with said they’d try—but I never received any confirmation.

Eventually, I decided to just accept the board with the wrong initials. But then the board was delivered to Chicago, not Washington State where I live. When I checked with the store, they had no idea what happened and promised to investigate and call me back. After waiting over a week with no response, I called customer service again. Following yet another long call, they promised to refund me the $150 I had paid. Instead, they refunded only $31 and assured me the rest would follow.

Now, after three weeks, I still haven’t received the remaining refund. When I called customer service again, they told me to check with the store. When I called the store, the manager said they’d “go through the notes” because there were too many to sort through and promised to follow up—i am still waiting as no one reached me or the refund didn't happen (Nov 30). The manager who was on the call was so confident that he keep interrupting me when I was trying to find explain the whole story, saying - let me take a look at notes and get back. It's been almost 4 weeks and he is still reading notes. Wonder what he is reading..

This ordeal started on October 19, and it’s now December 20. I don’t have the order, and I don’t have my money back. I’m baffled that a company can operate with such a disorganized, ineffective, and utterly frustrating process. This is, without a doubt, the worst customer service experience...

I believe what I am about to share is a store specific issue - not a Company--wide issue. I wanted a to buy a cute Christmas tree spoon rest to decorate for Christmas. I was able to do an area search for the item and the website stated there were some at the Bellevue WA location. On 11/20 I drive over from Seattle to pick up. When I arrived the spoon rest was nowhere to be found so asked for assistance from staff in locating. Took a while to determine there were none in the floor but they had 43 in backstock. Again staff went to check but came back stating they were not able to get readily. Offered to let me purchase then come back later to pick up and assured me, based on their system, item should be in by 11/24. I asked if they wouldn’t mind shipping and they said I would be charged. So I said I would go ahead and purchase that day and come back when notified it was ready. Fast forward to 11/27- I still had not received text or call the item is ready. I visit the website and sure enough says there are 12 in stock. Decided there was no need to wait on Crate and Barrel staff to notify me - Went to the store and there they were plain as day on the display in their glory. I picked one up and took to the counter to see if I could just get it now since I hadn't heard anything and had already purchased. However, staff said I couldn’t do that and had to wait for them to bring the one that they had for me in back stock. Started my wait at 12:45. At 1 asked if it was on its way. Said they were working on it. Then became a whole fiasco with staff cancelling my order but not telling me and just letting me sit and wait - The whole situation took about 45 minutes of my life I will never get back. Crate and Barrel Bellvue- what were you hoping to accomplish here?- at the rate things were going I would have gotten after Christmas and then what was the point? Was such a simple item and was a complete mess. Staff appeared to be more concerned with visiting with each other rather than helping customers. They were not solution oriented and made a lot of assumptions along the way - rather than helping a customer devoted to the brand, they have now soured my experience and really question why I should buy anything from them in the future. Come on- y’all can do...