Crate & Barrel — Local services in Broomfield

Up until this evening, I have been an extremely loyal Crate & Barrel customer. I am a CB credit card holder, and have come to understand the quality and craftsmanship expected in a CB product. I purchased 6 incredibly expensive picture frames less then a year ago. Over the past 6 months almost each one has had the glue adhesive loosen, and fallen off of the wall.

I went to our local CB store, Flatirons Crossing, and spoke with a helpful associate to understand the process of exchanging the frames. Knowing that I purchased the frames at a Denver location, she assured me that they would be able to handle the situation at Flatirons.

Tonight I took the frames to the Flatirons store where I was met with Cory, the General Manager. He was arrogant, dismissive, and showed zero interest in helping me exchange (not RETURN!) the frames. They were defective. I had the receipt on my phone. My receipts (I purchased them, then returned and re-purchased them the very next day to take advantage of a sale) somehow didn't match up to those represented within his system. So despite me holding the Crate & Barrel generated receipt and showing him clearly how the frames were defective, he completely dismissed me and showed zero interest in helping me swap out the frames. He told me to drive down to Cherry Creek and deal with it there. Oh, and when I requested that he call Cherry Creek to see if we could work to a solution with someone over the phone, he told me 'no'.....?

I have never written a review of this nature, however, it is important that other customers are aware of this lack of regard for customer service. I would give this review and my experience with Cory zero stars if I could as my time was totally taken advantage of this evening. Tomorrow I will be canceling my CB credit card and in the future will invest in home decor companies that truly value customer experience.

Note to Cory and CB: A defective product should be handled immediately, no questions asked, especially when receipts are presented to verify purchase....

I personally never like to leave a bad review, however I think it’s time to discuss my experience at this location. My wife and I have gone to this store multiple times over the last few years and have never had a great experience with the employees.

Most recently when we were there, I asked one of the associates if I could buy some silverware individually instead of a set. She asked me why, so I explained how we misplaced a few knives when we hosted a holiday party, and that wanted to replace the missing ones. The woman proceeded to laugh in my face and told me no. I would have completely understood if they couldn’t sell them separately, since it was one of their more expensive sets. However, the rude laughter that followed was completely disrespectful and unnecessary.

Another associate on that same visit offered to help us find a plate to match a table setting we were putting together, and when she walked away to get what she was looking for in the back, she got stopped by another customer, which she helped for a few minutes. (Which was fine by me). However when she came back onto the floor, she completely forgot about us and started to hang out with other employees at the register. I purposely waited by the same items we had been looking at and hung around that general area for quite some time. However she ignored us and never came back to help, even when she wasn’t with customers.

This is the last experience I will share. We ordered a bunch of plates from them, and 80% of them arrived broken. When we went back to exchange them, they were not at all apologetic, and when my wife expressed interest in possibly getting some other items at the time, their interest in helping was nonexistent.

Crate and Barrel sells very nice products (if they don’t arrived broken) and I love shopping with them. But I can only hope others have a better experience than ours has been at...

Crate and Barrel delivery is the worst. DO NOT use them! I ordered an in-stock couch on 1/5/25, paid $400 for delivery and now, SEVEN weeks later, still do not have a couch! Found out today it is still sitting in their warehouse. Every time I call I get a different answer regarding the status. Horrific delivery service!

Update: The mess continues!

They magically found the couch and agreed to deliver it the next morning but when the delivery drivers showed, they said it wouldn't fit through the doorway. The measurements said there should be 5 inches of room, but the drivers said that wasn't enough. We ended up refusing delivery and are out the $400 delivery fee. The drivers said this happens all the time with this couch (Barrett).

Today, more than one week after we refused delivery, I got a call from CB wanting to schedule delivery. Seriously?!? These people have no idea what is going on!! Wonder how long, or if, I will ever get a refund?!?

I got the CB credit card just for this order, and delivery took so long I had to pay it off before we got it. I am seriously concerned I will not only not get the $400 delivery fee back but also won't get a refund for the couch. CB seems completely incompetent when it comes...