Crate & Barrel — Local services in Burlington

My parents went in to buy an espresso machine at the Burlington location. When they bought the breville espresso machine, the sales asscoiate Noreen told them that they can return their item within 30 days and recieve a full refund in cash since they paid in cash. That same week we try out the machine and it is defected, so we go back to Crate & Barrel at the Burlington location to return the item. When we arrived we spoke to Brenda, and she was very kind. She was honest saying that she's new and does not know the policy for returns. So we ask for the manager. The manager, Vanny, comes over and tells us that we cannot receive a full cash refund. We were surprised because Noreen had told my parents that they would recieve a total cash refund. There were no signs in the store with the description of the return policy. Vanny the manager stated that it is written on the receipt and that we should have read it. It does not make sense to inform your customers after purchasing a product that they would not recieve a full cash refund after buying the item in cash. It is a scam for them to be doing that to customers. While vanny was trying to figure out how to complete the return, the woman at the next register her name is Lydia, gave major attitude towards us. She kept saying that we were stupid to not read the receipt. I think it is absurd to have rude and miserable employees at the cash register. Vanyy the manager finally figured out how to make a return on the computer. She gave us $100 back in cash, $118 back on a credit card, and $100 on a check which we still have not yet recieved. It is outrageous that we had to receive three different forms of payment when we only paid in cash. We paid in cash so we expect cash back if the item is returned. This place needs to get it together and hire employees that are honest and respectful. We will never be going back after this...

The AI-generated review responses on here should be enough to scare people away. There's no way to leave feedback directly with the store about a confusing and irritating experience with the floor staff, so here I am. It took 35 minutes to get helped, and then, ten minutes before store closing, we felt a little rushed. The associate was knowledgable and expressed helpful and clear opinions about products, which was refreshing given other brands' "everything we sell is great" attitude, but unfortunately pushed hard to get us in the point of sale system even after we made it clear we weren't intending to buy same-day. She also took a very long time to generate an quote for us that was exactly the same as we could've gotten online, to generate a code to use so the sale would go under her name if we bought online (which she raised only a few minutes into helping us). Finally, she seemed unreasonably surprised and displeased that color was an important factor to us (she hadn't mentioned until we were about to finalize the purchase that slipcover sofas only come in 7 shades of taupe and gray). Needing dark red, dark mustard, or bronze should not come as a shock to anyone in furniture, and C&B barely has these options for any upholstered piece-- simply doesn't offer them for slipcovers. We settled on a room and board sofa with a poorer-quality build but found the buying process there to be much simpler with clients, not associates, directing the...

Ordered a lamp for pick up, but mistook Burlington Mall as actually in Burlington, Vermont, not Massachusetts. Call to have it canceled so I can reorder. Customer service rep calls me back a few minutes later to say Crate and Barrel can take care of shipping for me, order doesn't need to be canceled, and takes my address. I'm like, "That's amazing, thank you". Don't get her name. Days later, I'm still getting emails to pick up my item. The order was neither canceled, or shipped. Call back only to discover there are no notes about the conversation in the order, and I am having the exact same conversation again with another customer service rep. Three stars for the manager who not only believed me, thank you, but ensured accuracy in resolution and a huge what? to a customer service rep who would go out of their way to neither do her job, but...