Crate & Barrel — Local services in Columbus

Disclaimer: This review only applies to the store--not Crate and Barrel as a whole.

TL:DR - This C&B store doesn't actually stand behind the quality of any of their products.

I purchased a $500 mixer from the Easton store. Unfortunately, the first time I used the mixer it was not working properly and it smelled of smoke/burning. Clearly there was a problem with this very expensive appliance. "No problem" I thought--it's still well within the return policy. I can just take it back to the store. This is an inconvenience, for sure, but it's not Crate and Barrel's fault. So, I put it back in the box and lug the mixer back in to the store to return it. After waiting a few minutes, the woman working the counter tells me that it can't be returned. This confuses me. First she tells me it's because it's an "electronic" item--which seemed odd because in the return policy there's zero mention of electronics having a different policy than anything else. Which I point out to her. Then she says that it can't be returned because it's been used...

Now, the return policy does say items to be returned need to be "in good condition (unused or unwashed)". Which is understandable, to an extent. You don't want people to buy stuff and ruin it then try to bring it back. But, essentially what this means is that you can't return defective items at all. After all, the only way to know an item is defective WOULD BE TO USE IT.

(It's worth noting that the return policy also says "If you discover an item. has a manufacturer's defect...we will accept the item for return"...but the not-so-helpful lady at the store was either unaware of this part of the policy or didn't think the smoking mixer qualified as defective.)

After trying to understand the woman's logic (or lack thereof) she told me I needed to return the item to KitchenAid. Bear in mind, I bought the mixer from Crate & Barrel--not KitchenAid. But, after 2 weeks and 1 failed use, it was already outside of their return policy.

Luckily, I was able to reach out directly to Crate & Barrel's support team and they helped facilitate a return (THANKS JOANNA!). I have to take it to Fedex to have them ship it back to C&B and they'll return it for me there. This is a fine resolution, but highlights an unfortunate reality: There's zero reason to ever purchase something in a C&B store.

The only practical reason to purchase anything in a store (as opposed to just ordering it online) is the service. You get to talk to someone in person and if there's a problem they'll help resolve it. Theoretically, they can help you better than a faceless customer service rep hundreds of miles away. Crate and Barrel has apparently taken the...

We ordered several items over the past 1.5 years from Crate & Barrell which has been a difficult experience. We first ordered a bedroom set and couch in store during Feb 2022 knowing it would take up to 6 months to get items due to Covid slowdown. We finally received all items as of May 2023 (16 months!). The biggest issue was nearly everything delivered was damaged or missing parts (couch missing cushions) resulting in multiple, sometimes 4 deliveries of the same item to get a non-damaged piece. When calling C&B they mentioned to call back once we received everything for further compensation (which we were not asking for). when we called they offered us a $100 gift card explaining that all delivery charges were waived as well. I had several issues with this especially after we purchased $15K-$20K of furniture over that time period! We were not asking for any compensation relief, but this is simply a slap in the face. We had to make time out of our day 20-25 times over the course of 1.5 years for bogus deliveries and in some instances the delivery guys had to fix broken items with drills and other tools at our house (bedroom cabinets, kitchen table, etc). Lastly, when we purchased the furniture (right after Covid), we locked in at the lower shipping rate and were told we can request items to be delivered piecemeal, but customer service told me they charge $249 each time an item is delivered because it is white glove service. That's not what was explained to us and I don't consider leaving an item by the front door unpacked as white glove service. C&B eventually made it right by getting us everything but to tell us to call back for further comp for a $100 gift card that makes up 0.01% of the cost of all your purchases is a bold slap in the face. Waived delivery charges should be a given and not considered as part of any incremental comp for customers to make...

I've never written a review before, but I had such a fun time with Joshua (I think!) at C&B that I was compelled to do so. My boyfriend and I went in to look for a specific wine glass (red wine Camille - obviously, sold out EVERYWHERE because of their popularity on the TV show "Scandal" - also highly recommended if you just want an entertaining, decent show and aren't looking for something that will change your life). But, I digress. Joshua (I apologize if this is, in fact, not his name) approached us in a very friendly manner after we wandered the store for a bit - which was nice. Gave me time to look around and peruse before realizing I had no idea where to look. Anyway, I mentioned the wine glass and he knew exactly what I was talking about immediately and was very fun and friendly. He explained to me why they were so back ordered and we chit chatted and laughed about various things. He also explained to me some of my worries about their 'breakability' and why some people are saying that they're too easy to break and not to bother. He answered all of my questions and was very knowledgeable about his product. We talked thrift stores and by the end of my experience - I wanted to get a drink with the man (I even got a high five). He was appropriate, professional and friendly and I really can't say enough about how much fun I had with him. He even offered me free shipping!! Unfortunately after the holidays I'm B-R-O-K-E broke and wasn't looking to buy. In the future, I will make sure he gets any and all of my business. He was such an absolute joy. To the managers at C&B - hope you know what an excellent and fabulous...