Crate & Barrel — Local services in Houston

I wish I was writing a better review b/c we picked out a great piece, we just were unable to receive it. We worked with Marcelo who was kind and informative, though my gut feeling was that he wasn't taking us serious as buyers and slow to respond when we had questions. When we finally decided, he was there to process the order. This is in March. Delivery is expected in May. We never hear back. I reach out and turns out it's been ready to be delivered. Not sure why we didn't get a call. Upon delivery, it doesn't fit through the door. Delivery guy says he doesn't have all day to maneuver it in even though I'm telling him how he's had to angle the sofa. Delivery guy, CB customer service, and one of the CB associates all asked us if CB had our apartment layout which is standard as this is a custom sofa, not able to be returned. That wasn't our experience. When we asked Marcelo he was quick to cut me off and let me know it was my responsibility. We go ahead and reschedule delivery for a Saturday. Friday I receive a call from Marcelo that the delivery was not able to be completed. I remind him that he booked it for the next day. Saturday comes and the couch is no where to be found. Turns out it was damaged out by the warehouse without CBs knowledge. ??? We go in store to see what the process would be to reorder, even though the wait would be even longer this time (because we really did love the couch that much) and speak to a young man there. He said he was a manager. Nasty dismissive attitude, very clearly answering to respond instead of listening. His energy was so bad my partner had to walk away before I even told him what was going on. We stick with the refund. I'm not going to keep giving thousands of dollars to a company whose associates DON'T CARE about customer service. Very disappointing experience with my first large purchase from CB. A few points for the other associates who were apologetic and actually listened and tried to help me resolve the issue but I would highly recommend seeing Camille at West Elm in City Centre if you are looking for a piece. She actually worked with us for over an hour designing out our living room BEFORE we ordered from CB. Camille and Angelina will give you...

Just don't do this to yourself or your family keep the old furniture or whatever it's simply not worth it !! Ordered bed July 8th ..told first week October delivery..2nd week of October I CALLED hate and Barrel was explained half of my bed would be ready at end of October..other have would be ready end of January..yeah I had a look of confusion on my face too. I was unhappy but wanted bed January I called hate and barrel again. Nope not ready . A few days later hate and Barrel called to schedule delivery on Feb 2 . FEB 2 I sat in desk facing my yard at end of dead end street by 2 I called store .Warehouse said they came to deliver I wasn't home ..huge lie ..Reschedule for Feb 5 . I CALLED Hate and Barrel on the 4th just to assure Warehouse was closed said the agent on phone but her name was Christine. She said she would call me and confirm in the AM the 5th ..she called to let me know my bed was no longer there even though she saw the delivery scheduled for Saturday Feb 5th . I called Warehouse..ohbthry are a third party and are not responsible..know that ..they will explain that and that they returned you order to stock and that it left dock on zFeb 2nd headed out of state... So bed is promised mid February..on the 20th I call ..in transit. Lolo Whatever..Then an email on Feb 21 comes to schedule delivery...I call Earliest is March 25th ..I really want to use bad language and act as poorly to them as they have ..but . It's not the agents on phones fault its the selfish idiots than run this uncaring business. They are very consistent in completely horrible customer service. Just when you think they can't screw it up any more..Well theu push the envelope from Really bad to just a sorry nightmare...These are the things you can count on from Hate and Barrel...underneath here you may see a ..a Very apologetic concerned inquiry about my review...they've had so manyb..many.. professionally authored it's hollow and they could careless about you or their products...only your money!! Thanks Hate and Barrel...experience coming to...

I came into the store with a defected coffee machine that was not working properly to return it. Before arriving, I had printed a label which let me select the option to be able to return it to the store with the same reasoning I had provided to the employee at the store. I thought all would be well, when I drove about an hour from my home to go to the store, only to be treated poorly and told my return could not be accepted. When I asked why I was not able to return it, the ladies at the register rudely compared the machine to “used underwear” and told me just like I can not return “used underwear” I can not return a used $1000 coffee machine? I was shocked because she utilized a very inappropriate scenario to describe a situation that is incomparable. I have never been spoken to like that at any other store before. I am appalled that a store like crate and barrel has such bad customer service and speaks to their customers in a very unclassy way. For me it did not feel like it was a good representation of what the brand showcases to be, even if they are not able to take the item back this is unacceptable. Unfortunately, we were not compensated for a barely used coffee machine, that I just had gotten in mail 3 days ago!! On top of that all the rude behavior, I was spoken to like I was dumb and given the number of a manufacturing company where they clearly state on their website, they do not accept items purchased through a third party. This has left a bad taste for me for this brand and I will not be shopping at a store that treats their customers so inhumane and just blame it on “covid” policy. This is insane! And for anyone reading these comments please be warned and go to the williams sonoma next door instead the customer service there was exceptional. Maybe the ladies at the store can learn a thing or two on how to talk to customers from the people...