Crate & Barrel — Local services in Richmond Heights

TERRIBLE CUSTOMER SERVICE!!! THINK TWICE BEFORE BUYING A KITCHEN APPLIANCE HERE!!!! I have been watching YouTube videos and reading a lot of reviews on Breville espresso machines trying to make a decision on which one I wanted. After a lot of research, I finally had made a decision as to which one I wanted and headed to Crate and Barrel in Brentwood. I found a lady in the appliance section and showed her the espresso machine I was interested in purchasing. Instead of asking me if I had any questions, or making any sort of small talk, the first words out of her mouth were "Are you familiar with this machine, do you know how to use it, and are you sure you want it, because once you buy it and take it home it is not returnable". I was a bit in awe. I immediately asked for a manager and she showed up and seemed to be confused as to what the return/exchange policy actually was. First she told me that I was within the holiday return period and had until January 31, 2025 to return it. Then she changed her mind, and told me it was only a 30 day return period and only if it was broken would they take it back. If I simply decided I didn't like it, too bad so sad. Then, another manager showed up who was incredibly rude. She basically told me I had 30 days to return it, ONLY if it was broken and too bad if I didn't like it. She scolded me and said that I should do the research and know what I'm buying. I explained to her that you can research things until you're blue in the face, but there is no way to be certain if you like something until you take it home and use it yourself. I wasn't expecting there to be a problem, but when you are dropping that kind of money on an appliance the peace of mind is necessary. She told me they had no way of selling it if returned, and that it would have to be DONATED TO CHARITY!!! I couldn't even believe it, as I know that is completely untrue. I began to ask another question and was cutoff by this rude manager and told "Sir, I have explained the return policy to you and if you don't like it, you don't have to buy it here"!! I headed for the door and then thought, no I'm going back in to get her name. She came to the counter and said in a demeaning voice "Awww, did I tell you something you didn't want to hear?" Owning a business myself, I couldn't even believe how I was just treated. I was there to spend a hefty amount of money on a nice appliance and it was like they could care less whether I purchased it or not. I took her name and left and headed right over to Williams Sonoma and purchased the same machine, where there is a 30 day blanket return policy in case of any issues or unhappiness. My advice, AVOID CRATE & BARREL AT ALL COST. Give your business to someone who appreciates it and will stand behind...

My experience at this Brentwood/Richmond Heights Crate and Barrel store today (10/28/17 at around 2pm) could not have been a more unpleasant, frustrating, or tedious experience, and I left the store questioning if a registry with Crate and Barrel was the right call.

My wife and I went into the store to return a few items from our wedding registry. While we were there, we noticed that Crate and Barrel had a 20% off sale that covered the majority of our registry items that had been purchased (wine glasses, flatware, and dinnerware). We went up to the front counter and dealt with an employee named Sandy. Right away we were under the impression that Sandy did not want to be bothered by our questions regarding a 20% store credit for our registry items based on the current sale. She rolled her eyes and requested a manager to answer our questions. The manager said that she could not give us any store credit for the difference and the only way to get credit for the 20% discount is to return all of our registry items and buy them back again. When I asked Sandy more about making returns to take advantage of the sale, she rolled her eyes and was very short with us. We left the store feeling extremely disappointed because Sandy and the manager acted like we were being cheap and did not belong in Crate and Barrel.

As soon as I got home, I called the Crate and Barrel Wedding Registry department. The employee on the line, Michelle, could not have been more patient and helpful (unlike Sandy at the Brentwood store). Not only did Michelle provide me with a gift card credit based on the difference in cost due to the current sale (which the manager and Sandy at the physical store told me I absolutely could not do), but she also voiced her appreciation that we went with Crate and Barrel for our registry. Next time I have a question or need to place an order, I highly suggest avoiding the physical store and just going through the online department and the Crate and Barrel Website. This Brentwood store seems too busy and too important to deal with some of...

I had a Christmas gift order (ordered end of November)shipped to the store and it arrived at three different times (not ideal but not an issue). The third trip, after receiving an email to pickup, was not there. I waited 15 minutes (not an issue) and an employee came out and said they couldn’t find it and he said he would reorder it. He stated it might get there in time for Christmas (7 days away) but it might be the week after. I understood and said that was fine. When I got home and looked at my email, the new order stated estimated arrival MID FEBRUARY! An issue. I called the Brentwood store and asked to speak to a manager. I did not get her name. But I very nicely started to explain what had happened and she in erupted me and said, “Can I have your order number because if this is an online order, I can’t help you.” Awesome. :( I gave her the number, she put me on hold and came back and said, “This is an online order but what is your question?” I continue to tell her how I had made multiple trips, how her sales person had told me the order would be there in a week or two and how I was upset that the order was now arriving in February. Her answer was literally “I can’t help you.” Not “I’m so sorry that happened to you.” Not, “Let me see if there’s anything I can do.” Not, “Let me give you the phone number of the online Customer Service.” I told her I was upset and she said she didn’t know what I wanted, there was nothing she could do. So I asked her if there was an online customer service and she said yes and said I could call the 800 number. She did not offer the number. I’m not sure who this manager that was there the Saturday before Christmas was, but she is a horrible customer service person whose only accomplishments that day was making me sorry I didn’t order dishes from Pottery Barn. You just lost a customer Crate and Barrel...