Crate & Barrel — Local services in Costa Mesa

This is our 2nd time ordering a large couch from Crate & Barrel, spending collectively over $7000 for both couches (Gather & Axis), and on each occasion was extremely disappointed with the delivery, scheduling processes and follow through coordination. With this second time round, we were promised that the couch would be delivered and would provide us improved customer service, however once again failed to keep and uphold their end of the bargain. We ordered our 2nd couch in September 2024, hoping for a delivery by Thanksgiving/Christmas, and upon delivering the couch it was damaged. Due to this, needed to reschedule and reorder, forcing us to wait another 3 months. (Very similar to the 1st order, yet they delivered the WRONG couch). Come late Jan/February, the couch was promised that it would be delivered in the early morning, as we had mentioned that this 2nd delivery was not our fault, however was not able to speak to any individual or establish contact and was scheduled for a delivery between 1PM - 3PM. We called to attempt to push the delivery out earlier, before 12PM noon, and with no success, was forced to reschedule for the following week, but promised that it would be noted and handled via a special request that our delivery would come in the morning.

The next weekend comes around, and once again, 2 days prior to the delivery, we receive a phone call stating that our delivery for the weekend has been scheduled for 1:15PM - 3:15PM. (It's as if our original conversation never happened, and I am now on the phone for multiple hours, trying to reschedule once again). I finally adjust our schedule to try and receive the couch for the early afternoon for a 1:15PM time delivery, and upon that day, then get a call at 11:15AM that our couch is en route and will be delivered in 15 minutes, forcing us once again to either receive, and adjust our schedule or be rescheduled for the following weekend. There is minimal empathy and complete disregard of our time from a scheduling standpoint (as I am personally within the logistics/operations world). I have never received a formal apology or compensation for the numerous hours wasted each week.

I have never been so frustrated and utterly appalled with the lack of support in ordering a couch on so many occasions and will definitely be filing a formal complaint. I understand that the quality of their couch and products is, however if you're ready to waste numerous hours, days or even weeks of sleep and hours upon the phone call, go ahead and order. When they call, if you do not pick up, it will just be a voicemail, no number no response. If you call, then you'll be waiting for automated messages until you go through multiple prompts or filters before you get the opportunity to speak to someone. Even if you do speak to someone, it will take you at least 10 minutes to provide your order number, name, details and any other verification details whilst re-explaining your entire story before you get to someone and get your story straight. C&B consistently over promises and under delivers, and their processes and communication upon the backend needs significant improvement. I cannot reiterate how frustrating and tiring this entire couch ordering process has been, whilst spending over $7000 on both...

I recently visited Crate and Barrel South Coast Plaza and purchased a cabinet and console. I'd like to compliment the excellent customer service provided by Charina, one of the interior designers at this location. She was professional, honest, efficient, and incredibly polite throughout the entire process. Charina took the time to understand my needs and provided thoughtful, tasteful design advice without ever being pushy. Her attention to detail and dedication made the entire experience smooth and stress-free — exactly what great customer service should be.

Unfortunately, this excellent service highlighted just how poor my recent experience with Pottery Barn was. Their customer service was rude and dismissive, showing little to no care or attention to customer needs. The delivery service was especially frustrating — they outright lied about a scheduled delivery, never showed up, and failed to notify me when it was canceled. I ordered the bed in person at the store across from Crate and Barrel in South Coast Plaza. The employee confirmed the inventory at time of purchased so it was paid in full. While the delivery chaos was happening, I was told that the warehouse couldn't find the matching headboard so they canceled the delivery without informing the customer. I wasted an entire Saturday waiting for a delivery that was never even going to happen.

Crate and Barrel, and especially Charina, reminded me of what true professionalism looks like. I’ll definitely be returning, and I highly recommend asking for Charina if you're looking for expert help with your home. Of course, I happily purchased the bed from...

I visited this Crate and Barrel a couple weeks ago and my terrible interaction with a store employee still bothers me today, so much so that I decided to write my very first google review.

A few days before my visit, I found a product I wanted online and saw it was in stock at this location. After strolling South Coast for a few hours (and sadly then getting a headache), I finally made it to C&B. I walked around the store looking for my item I found online, but given my headache, I gave up and found the nearest store employee.

This employee (female, short black hair, tanned asian) was ringing up another customer, so I waited in line behind her with my friend. The employee was very friendly to this customer. When she was done, we walked up and she did not even acknowledge us. Where did her friendliness go?? Wordlessly, she grabbed what my friend was holding and then scanned it. We weren’t planning on buying that, but rather was using it to ask her a question on the product I wanted. Since I was in pain, my friend handled the talking and clarified we were just looking for a smaller version of this product. This employee said (without even checking the computer) it’s out of stock. Then she walked away. ?????

Due to my headache, I just wanted to leave, so I didn’t fight it and inform her it says it’s in stock online. But why was she so rude?? All we did was stand in line quietly! We later checked whether the store was about to close to see if maybe that’s why she was in such a rush, but nope! They close 2 hrs after we were there!

Never going back to this Crate and...