Crate & Barrel — Local services in Indianapolis

Negative Customer Service Experience On April 11, 2025, I purchased two navy recliners from the store located at Keystone Crossings. The delivery was scheduled for May 30, 2025. On April 13, 2025, I returned to the store to cancel the order. However, the manager was unprofessional and informed me that the cancellation was not possible due to the order being delivered by a third party. She also charged a $199 delivery fee.

The manager suggested that I take the delivery, rent a truck to return the items to the store, and she would refund the full amount, including the $199 delivery fee. I requested that she enter the cancellation information into her computer system and print a copy for my records. However, she refused to do so and insisted that I trust her.

Several days later, I became suspicious of a potential scam and contacted the store’s customer service hotline at 833-221-6471 to attempt to cancel the order. The representative assured me that she would respond within 2-3 days, but no such response was received. I continued to contact the hotline on multiple occasions over the next few days, but there was still no resolution.

On May 30, 2025, the delivery date arrived, but I still did not receive the recliners. Finally, I contacted the 833 hotline again, and they informed me that they were investigating the reason for the order’s non-delivery and would provide an update within 2-3 days. However, as of May 25, 2025, there had been no further communication...

This store is huge and fabulous. Two levels of beautiful things for your home. I purchased the Barrett sofa one month ago and opened a credit card to get credits towards merchandise. The sofa really brightened my room. It is a bit firm, not a slouchy couch but that worked for me. I also love their decor and housewares be it pillows or martini glasses.

I opened a credit card for the sofa purchase when crate and barrel was running a special that provided credits higher than usual. I got credits of $400 for the sofa purchase, which can be redeemed at a later time. However the credits do have an expiration date. I was hoping to find four suitable upholstered dining chairs, but had no luck with that because the offerings lack padding. I don’t like to feel the frame when I sit and that would be particularly bad for large people. I found nice chairs at at great value at Ashley, and applied my credits at crate and barrel to a high end expresso machine.

The people at Crate and Barrel are very helpful and attentive. If you like this review, please click on the...

As far as service goes, I am about 99% positive that the staff here is trained to not approach you or help you at all if you look like you can't afford it. It was very annoying that I walked in for a couch and I kept waiting around and even approached them for help and didn't get much at all. I had the money, but no longer had the desire to shop there. I ended up storming out and traveling over to Lovesac to buy a couch. They were awesome and I bought it the same day. Crate and Barrel? Very elitist group of people. How do you make decorating your home, which is normally exciting and fun, an unpleasant experience? Seriously, that's a terrible skill that takes time to acquire.

Anyway, to anyone willing to travel for a much better experience and are buying kitchen stuff or decorations, go to Old Time Pottery in Greenwood. They've got more of a selection, are cheaper, and the people are southern peaches. Which sucks, because usually paying more means...