Crate & Barrel — Local services in Lone Tree

1-Star Review: Crate & Barrel – Absolutely Awful Customer Service & Shady Return Practices

I’m honestly shocked at how poorly we were treated at Crate & Barrel, especially given the price point and supposed reputation of the brand. We purchased a $4,000 Jura coffee machine, and just two days later—after discovering it was defective—we tried to return it. Simple, right? Not at this store.

Despite Crate & Barrel’s clearly printed return policy (which we had in hand), the store manager—Sarah, I believe—flat out refused to honor it. Her reasoning? “It’s up to my discretion,” she said. So apparently, your receipt means nothing, and whether or not you’re treated fairly depends entirely on the mood of whoever’s in charge. To make matters worse, she was extremely rude to my wife, condescending and dismissive, as if we were being unreasonable for expecting a full return on a defective item.

Since the store wouldn’t help, we escalated the issue to corporate, who seemed just as baffled that the return wasn’t accepted in-store. We were then told to ship the machine to their warehouse for processing. That was its own nightmare: delays, miscommunications, and zero transparency along the way. For an entire month, Crate & Barrel held $4,000 of our money hostage before finally issuing a refund. No apology. No follow-up. Just a long, frustrating silence.

Crate & Barrel might sell beautiful products, but their leadership lacks integrity, and their customer service is broken—both in-store and at the corporate level. If you expect even basic accountability or decency after spending thousands of dollars, go elsewhere.

In today’s retail environment, where companies like Amazon offer seamless service and clear policies, Crate & Barrel simply can’t afford to treat customers like this. If they don’t fix their leadership and logistics issues, they’ll find themselves irrelevant sooner rather than later.

NEVER shopping here again.

Update: The response they put is all for show. You try to contact them and Tiffany doesn’t exist and nobody has even read the review. They are just as unhelpful as the store. Steer clear of here at all cost, Williams Sonoma or Pottery Barn is far better...

If you want quality furniture go elsewhere believe me. Customer service terrible. We were looking for a great quality couch decided to purchase from here and wow were we wrong. We spent $8000 on a couch. From the time the couch was delivered huge stain on the back of it, sectional clips didn’t match up, we then had to wait a month for a new couch, when the time came to deliver a new couch they delivered the wrong couch and we were missing pieces of our couch, wait another 2-3 weeks couch finally arrives. Here we are about a month In from purchasing and our chaise material is balling up so we contact the store. We get in touch with Kaylyn in which she tells us she will get back to us. Two weeks go by we hear nothing so we call the store and are told a manager will reach out Kaylyn is on her honeymoon ok great wait another 3-4 days hear nothing from anyone. We reach back out and are basically told there is nothing they can do that it is normal wear and tear. Excuse me a month old couch and this is normal wear and tear. Pretty much in the next few months i can expect our $8000 couch to be completely balled up material. Waste of money. If your looking for quality furniture do not purchase here. If you have any issues you are told there is nothing they can do and they have a 30 day return policy. I would recommend Arhaus over this place. Terrible customer service and quality lacking. This is not a high end furniture place so be aware. I will never purchase another item from this store and will be telling everyone I know...

Pretty disappointed with my experience from the other night. I came in knowing I was going to purchase a chair. I found the one I wanted and proceeded to go up to the counter to order it. The worker standing behind the counter was extremely unhelpful for someone working I assume for commission. I had several gift cards that I was going to be applying to my order. He then told me that i needed me to go onto my phone and go to their website to check each gift card balance and tell him what the amount was of each so he could then run the card. I asked if he could check on his end since I had 7 gift cards and having to manually enter all of those card numbers and scratch off numbers was going to take forever. He told me “no I can’t do that”. Okay whatever I went online and manually did that for him. I then asked him if he could show me the actual samples of the different colors and fabrics to choose from to see which fabric/color I would like to order. He then also told me “we don’t have that”. You can literally look around the store and see the options of fabrics they have for any of their pieces of furniture. I don’t know, it just was a very unpleasant experience for someone spending over $1000 with you guys. Even if he didn’t have samples he could’ve at least tried to show me something similar around the store. It seemed like he didn’t want to have to leave the counter or really...