Crate & Barrel — Local services in Murray

0 stars!!! They do not warranty their furniture! Do not buy from this company!!!! You have 30 days to return and that is it. If your 2 year old $4500 sofa starts creaking like you bought one from the thrift store that is 30 years old, they will tell you it is normal wear and tear. I am sure after I post this, the concierge service that I already spoke to will tell me to contact them. I already did. They are very nice, but after two months of going back and forth, they will tell you it is normal wear and tear and make it out like it is your fault. The salespeople here are very friendly and have great taste. You walk in the store and everything looks so nice. I walked into the store and fell in love with one of their living room displays, bought the entire look, sold all my furniture from Macy's that I had had forever and still looked and worked fine and bought this because my kids are all older and I wanted an updated look. Even though it was in stock only 2 of the 5 pieces were delivered in the first month - an end table and the right side of a 3 piece sectional. Three months later the rest of the pieces are delivered and I notice even though the coffee table said real wood (they consider veneer real wood) it was not even glued down on one side, so I had them take it back. The performance fabric sofa had pulls all in it and I called and they told me not to wear belts when I sit on it! (See how they try to make it your fault) It came like this; I had not even sat on it!! I figured that's okay just flip the cushions over and kept it. Unfortunately, you have to constantly flip the cushions as all the feathers come out and the fabric moves. Almost two years later and the sofa now creaks when you sit down, stand up, adjust your position, or simply lift an afghan up to put it in the basket. It is complete and utter garbage. I can't just reupholster and change out cushions, the wood frame is garbage. For this price tag, you would expect better quality and a better warranty. They do not stand behind the cheap products they sell. Even the side table had a table leg that I thought just needed a bolt tightened and when I went to fix it, saw that it was cut and put together that way, there was no way to fix it. If this is the new reality of the quality of furniture, do yourself a favor and buy it cheap online or find a store with a good warranty that stands behind...

Don’t buy custom furniture from Crate and Barrel! I would have given 0 stars if I could. The fulfillment process is still ongoing for 2 years since I ordered an axis sectional which is at least $5k. It first arrived 6-7months after our order with stains and fabric burns. We told CB that it’s unacceptable and they made us a new one which took another 6months. They delivered the new one which was also stained. We refused to accept it and after much back and forth. They gave us a small discount (15%) and sent someone to spot clean our sectional which still did not get rid of all the stains. Another 7 months passed and they contacted us to tell us they made a new sectional. They scheduled it for delivery of which we had to make arrangements to be home for. And they call us several hours the day of delivery and let us know they lost 1 of the sectional pieces in the warehouse and the wedge piece was damaged. They remade the wedge piece and found the lost piece which took 3 1/2 months later. When they finally tried to deliver it they delivered it to the wrong house. Finally they rescheduled us for delivery and delivered it correctly but the sectional still had stains. They delivery team said we could keep the new stained sectional and contact CB to make a report. I tried contacting CB’s concierge many times after and they just kept sending me to another person which left me having to explain the whole situation again and again. CB service team has ignored me and left the issue opened. The issue is still not resolved…If you don’t want to risk spending 2 years to get your custom furniture in brand new condition without stains or damages don’t bother spending your hard...

Beyond the service in the store helping to make the purchase the experience has been awful from beginning to end. Our delivery date got pushed back multiple times, then we had to call multiple times for them to tell us when the pieces WERE in even though they were supposed to call us when they were available. Finally the delivery was scheduled for PART of our order, great, right? NOPE! They tried to re-schedule morning of for almost 5 days later because “they didn’t realize how heavy it was and it’s only a two-man team” what!? You know they have the invoice in front of them, with dimensions and weight, how could that be? They then admit they just didn’t want to schedule four people for the day…wow. They finally agree to deliver it as scheduled and they’ll “figure it out”. They get here nearly two hours after they were scheduled to arrive and they’ve not brought two of the chairs that were scheduled/confirmed to be arriving! On top of that, the $2000 tabletop has an entire chunk missing out of the corner and of the two chairs we DID receive out of the 4 one has an entire chunk missing out of the top and front seat part is scuffed and missing paint. What an absolute nightmare!! Never, ever again. I’ve had better experiences at mom and pop stores with furniture that costs a quarter of the price. Think twice before ordering furniture if you want to see it in the next 6 months undamaged and not missing...