Crate & Barrel — Local services in Natick

Bought patio furniture in the spring, took 2 months to deliver to our address. Upon inspection on day of delivery we noticed bent frames & dirty pillows on each of our pieces. We immediately notified our contact at the store and were promised replacement pieces, it's now September, and we have been going back and forth with the store to get replacements. We made multiple in-person visits to the store, called them, had one of their staff come to our home (who agreed we needed to get replacement pieces and also promised to have a technician come out to clean the pillows that were delivered dirty), multiple texts and emails back and forth with the store. We contacted corporate customer service and were told last week that our pieces are no longer available so replacement is not possible. The store was extremely difficult to work with, their manager was ineffective, unresponsive and unreliable. We are shocked with the lack of professionalism we received from the store and their staff when dealing with our issues. We were very close to taking legal action once the store told us that we would not be able to get a refund and would only be provided store credit. We do not want to further buy from this company as we do not trust that our pieces would arrive without damage and do not want to have to go through this ordeal again. We have not been able to use our patio furniture throughout the summer/backyard season as it was not safe due to the structural issues in the frames. We are shocked that we had to deal with this unprofessionalism from a company that is supposed to be "high end", especially considering their prices. Thankfully, corporate customer service has been wonderful and we are able to get a full refund on our pieces and a pick-up date to return the pieces has been set. We will no longer buy from this store as their integrity is much to be questioned and they need a retraining for customer service. How hard is it to return an...

I bought a set of 6 spoons and sporks with many other things about a month ago but found there were only 5 of each after arriving home. It was nothing a big deal. So I just kept the receipt in my wallet, hoping to get it right when I visit the Natick mall again. As I was shopping with my wife today and remembered that, we got into the store, bought a set of glasses and told the staff at checkout about this. To my surprise, she told me it was too old. I should've come back earlier. Now the video recording's gone so that they can't check it. I explained that I do not live close and there's Covid, I don't visit the mall that often. She said "But you could call. Now it's simply your word against mine. Do you understand?" I was shocked that she's implying that I'm lying about $10 and said "No" and asked her what is the time window that I should let them know about that and why didn't they tell me about that. She knew she had zero ground on this so grabbed us the $10 worth of spork and spoon and sent us off without saying goodbye or thank you. Most of the staff here are very friendly here asking us if we need any help all the time. This lady I had a problem with is in her mid to late 30's. So, I guess some serious retraining is needed for the...

Usually a very great shopping experience but not today. Waited in line for an hour. When we got in the person helping wasn't very helpful and the pieces we came to see weren't on the showroom. After our helper left we kept looking around and then other helpers came up to help us and make purchases. What was the point of the line? We were told we had to wait in line if we wanted to purchase furniture but could come in without the line if we were just looking around. It seems we could have just come in to look around and would have still been helped to make furniture purchases. Just make everyone wait in line if they want to make a purchase or look around. That way the line will move faster and you can't shortcut it by being helped without...