Crate & Barrel — Local services in Leawood

I stopped in April, I had a coupon that wasn't working when the associate had tried to check me out for 2 chairs I was wanting to purchase, coupon was for 15% off + free shipping. She assured me she would speak with her managers and follow up with me the next day. Even if the coupon didn't work, she told me I could return them to the store.

The follow up never happened so I figured that I'd just go ahead with the purchase. The chair fabric was not the right color when it arrived. I had asked several people if they saw what I saw and clearly it was not as pictured. They look old, and stained. So I took them back to the store and I felt like a lepper.... as soon as I mentioned I bought them online they were basically like not our problem, handed me a phone number and sent me on my way. Even the sales associate saw what I was referring to in my photos.

It's been a nightmare trying to get anyone to answer me about the return. The first time I called the number they gave me it was to an overseas company, and the girl did not follow up as promised.

I called the number online to place an order and it took over a week to get a response and all I got was the mfg will send you replacement covers. I do not want replacement covers, I want to return them.

There are 3 things that is very upsetting about this purchase They refer it will ship from the "vendor." I was assuming that Crate & Barrel was the vendor becuase they are selling them. The couch I bought a few years back was "Crate & Barrel." The chairs are actually made by "Skyline Furniture" which you can buy at Target. It should be disclosed somewhere at the very least this is a 3rd party vendor. (Target offers free shipping from this brand, I paid $150 to ship these chairs!?!) No where does it say these cannot be returned. Crate and Barrel keeps saying they need to get "vendor approval." But if your website description doesn't match what the vendor is shipping why is that my issue? I'm stuck in the middle, when this is not my problem. You should honor the return. The color is not at all what is portrayed on the website.

The stores and online have not been of any help. I feel like you as the vendor have been misleading and I am being taken for granted and expected a way higher level of customer service from your brand. Extremely...

I’m a huge C + B fan, and drove nearly 3 hours to shop at this store. It’s beautiful and clean, but the customer service was...strange and poor. I was greeted (not warmly) when I walked in, but after browsing the area close to where I walked in, as I was moving to another section I looked up and saw the employee who greeted me literally staring at me—like eyes boring into me—staring. I can understand staring if I had made some suspicious gestures toward my purse or pockets (like I was shoplifting), but I hadn’t made any. So, I shrugged it off as strange and kept browsing.

About 5 minutes later, I caught yet another employee staring at me. I almost asked him snarkily if they made a habit of staring at all their customers, but didn’t see how that would help. I should note, I wasn’t dressed in costume or anything else crazy—I was wearing clean, cuffed dark jeans a gray shirt and some clean white Converse; nothing out of the ordinary IMO. After I caught the second employee staring, I kept moving throughout the store, because the staring was getting really annoying.

When I went to the cash wrap to pay for my items, there was an employee sweeping nearby. She saw me and kept sweeping. I waited about 30 seconds and asked if this is where I pay. She was kind, but said “Oh, I thought someone was helping you.” I thought: Um...there’s no one else here. Who would be helping me? She called someone over and about 30 seconds later a woman appeared to ring up my items. She was somewhat friendly, but at this point, I was pretty irritated with the experience and just wanted to leave. Which I did.

Honestly, I’m sure I’ll be going to this store until they build one in my area, but I’m not excited to go back. While the store was great, the customer service was poor. It’s my strangest customer...

I placed an order for four items from a wedding registry three weeks before the bridal shower. The items ordered were shipped in partial shipments which made it very confusing to understand what was arriving via the FedEx tracking numbers. There were two tracking numbers with different delivery dates. The dates for delivery changed three times so it was very unclear when your packages would even arrive. The day before the bridal shower three weeks later, still NO PACKAGES. They were located at the FedEx terminal in my city so Crate and Barrel stated they called FedEx to hold my packages and I would pick them up (which is over an hour commute) so I could have them for the party. The next morning upon calling FedEx the packages were not held and out for delivery. Well, only one package delivered and the other one is still waiting for pick-up. However, the party is long over and I had NO PACKAGES to give the bride so I'm not going to spend my time driving for a package that delivered late, told was not held for pick-up and not available for the event. Upon calling Crate and Barrel today they could of carried less I still did not have my package, then on top of that stated it would take another two days before their customer service department could even look at my order to release from the FedEx facility for delivery to me. I asked the reasoning for this and the answer was there are a ton of peoples orders in front of mine, so obviously they have shipment issues all the time and are doing nothing to resolve this internally. Save your time, save your money, save your frustration; I will NEVER shop at this...