Crate & Barrel — Local services in Novi

Please Read: By far the worst customer service I've ever experienced in my life. My fiancé and I decided to register our bridal shower with Crate & Barrel because, of course, we love the products they have to offer. However, the first incident came when multiple items arrived broken after being poorly packaged. Of course, this isn't anything but an inconvenience and can easily be handled at the store. I went to the store for my return and handed over multiple boxes with broken products inside. Most of the returns went relatively well. It wasn't until we got to the Le Creuset 5-Piece Bakeware Set that the issues began. One of the 5 pieces arrived cracked. Instead of looking up the item on the SKU, Valerie scanned a small barcode on one of the pieces, treating it as an individual item instead of a set. She proceeded to tell me that the wrong item came up. I explained to her why and gave her the correct SKU. Once my receipt was issued, I was given a credit of $106 instead of the $225 + tax for the item. I went back to her and let her know I was refunded for an individual item and not the whole set. I then met Bill, the operations manager. Valerie told Bill that I gave her the incorrect SKU and that this was the refund provided. When I (respectfully) corrected her, Bill waved his hand to shut me up. She and Bill, multiple times questioned why the SKU for one item was not matching the set even after I gave them the correct SKU. Bill then told me that they would refund me $112. I replied saying that $106 and $112 is only $218. Valerie replied, "No, it's not." and pulled out her calculator. I told them that $218 is less than the $225 price tag even before tax was applied, in which I was told by Bill to "Calm down." Bill then told me this is the price the person paid for our gift, as it showed the receipt from our registry. He refused to show me the receipt. Instead of arguing with him, I accepted the $112 credit. I reached out and got the actual receipt and saw the total spent was $238. I went back to Bill and showed him. He told me he would refund me $7, leaving me with the pretax amount of $225. After explaining to him once again that the total was $238, he refunded me the full amount. This exchange took 50 minutes for a rather simple return. I received no respect, no apology, and no good service from...

Worst buying experience. I would not recommend this company. Bought Dresser and side tables. Put purchase on Credit Card for the rewards. A couple weeks after purchasing we were notified the order was delayed more than once. When the order was shipped, one side table was damaged and had another customers name on it. Dresser showed up damaged, loose handles, dust and dirt in the drawers. They sent out a new one, again damaged. Finally ended up with an acceptable product. The rewards program is terrible, not allowing you to have more time to use your rewards, especially given their supply chain issues. You have to move mountains to get them restored. After literally hours on the phone, chat, email etc... they restored part of the rewards and issued a partial refund. Almost not worth it, considering the time wasted fighting for this. One agent (part of the leadership team) was rude and questioned me as if she didn't believe me when I said I decided to keep the side table, even though it was damaged (this was negotiated with a customer service agent). I have bought from restoration hardware, pottery barn and haven't had an experience like this. For what they charge for their products, I expected higher quality products and service. Never again! I should add, this buying experience in the store was good, everything after went down hill. Quickly took my money and didn't end up with all...

Not even 1 star!!! We bought a couch and ottoman (almost $2,000) and the product we received it was not the same with the one on display. The quality is really poor and when we went back to the store to ask for help to get it fixed, the sellers agreed that there are problems with our products. We submitted e-mails with pictures to Customer Service and for at least 7 weeks we have not been contacted by anyone. We had to go back to the store several times and take the story from start all over again and again. I was there, in the shop, last time when I visited them and the seller was on the phone with a Customer Rep (Chris) that was having hard times even finding the email I sent and after reviewing the photos he promised he will order parts to fix the products. After few days I received an e-mail in which Crate and Barrel Customer Service Rep is saying that there is nothing wrong with our product and that what is happening is normal. The filling under the top layer started to migrate from one side to another, leaving empty spots on the seating area and also there are lots of feathers coming out each day. I feel like getting our products straight back into the shop and show the rep the bad quality products and how he is not doing anything about it. Just because of this experience we will never buy anything from Crate and...