Crate & Barrel — Local services in San Diego

Safety Hazard. Watch out.

We went to Crate and Barrel at UTC on Sunday. On the 2nd floor, I saw a leather sofa. Before sitting down, I wanted to check out the thickness of the armrest, so I reached my hand in between the armrest and a decorative pillow to feel the thickness. Who would have thought that a folder that contains the leather samples was hidden there? To make matters worse, the sharp side of the plastic folder was facing up. It cut deep into my finger and blood started dripping.

My husband rushed to a shop assistant for band-aids. One came to remove the folder from the scene immediately, and told us to wait there, without telling us what to wait for. Quite a while later, another shop assistant came with an iPad to collect personal information such as telephone and address. It was not until I asked what she was doing, were we told that she was filing an incident report. At this point, I had not even been able to wash my bloody wound, but Crate and Barrel didn't care. If you were next to us at that time, you would have thought that she was collecting census data, rather than helping a customer. When she finished the report, she ended with a fake and abrupt "awww, I am so sorry that you cut you finger."

During the time of the pandemic when everyone is diligent washing their hands, it is unnerving to have a deep open wound in my hand. Should't the folder be placed somewhere visible, rather than hidden in between of the armrest and the pillow? When a customer is hurt, shouldn't Crate and Barrel at least direct the customer to take care of the wound first? When filing a report, shouldn't Crate and Barrel at least acknowledge what has happened before talking like a census worker?

It was fortunate that it was the sharp plastic that cut into my finger. It could have been the metal bolts on the folder. Be careful with the safety hazards in the store, and be prepared for the indifference from their staff if...

UPDATE:

⭐☆☆☆☆ Once a Loyal Customer — No Longer

I want to begin by saying there are things to like about Crate & Barrel. The in-store staff are warm, helpful, and clearly knowledgeable. The showrooms are beautifully curated and the general product selection is decent. I’ve been a long-time customer and used to shop here specifically because Crate & Barrel once stood out for its quality and care.

Unfortunately, that reputation no longer holds.

I recently received an order with a defective item. Rather than helping me replace just the damaged component, Crate & Barrel insisted I repurchase the entire set—at full price. No discount, no accommodation, no option to purchase the specific piece alone. I visited the store, followed up online, and spoke with two different agents who both said they’d get back to me. Neither did.

This lack of follow-through and rigid, unhelpful policy forced me to look elsewhere—and I’m glad I did. I purchased sheets from Bella Coterie and found them to be not only higher quality but also far more comfortable—at a better value.

It’s disappointing to see a brand that once prided itself on service and customer relationships now outsourcing support to individuals seemingly untrained in meaningful service. Crate & Barrel may still present well on the surface, but the experience beneath that veneer no longer reflects care or integrity.

Though I’ve supported this brand for years, I won’t be returning. Crate & Barrel has lost sight of what made it special, and loyal customers like myself are left to feel like a forgotten afterthought.

—————— Previous 5 star review: ROLAN helped me out last night. Customer service was so good I forgot I was shopping. I came I. Only wanting one thing but then was tempted to buy even more. Pizza oven is next on the list followed by patio furniture. A good conversation and product knowledge go a long way! Can’t say enough good things...

Dear Crate & Barrel, We furnished our entire new home, including the Gen Suite, with Crate & Barrel in November 2022. One of the items we purchased was a media console, which is now not even three years old. Unfortunately, it has started peeling—similar to nail polish chipping—and the doors no longer close properly. I reached out to both the UTC store where we purchased it and to customer service. I was told that Crate & Barrel does not offer any warranty and that since the piece is nearly three years old, there’s nothing that can be done. I was also told that Crate & Barrel no longer works with the vendor who made the item. This is very disappointing, especially considering how much we spent furnishing our home through your store. Had we known the furniture was only built to last one to two years, we would have made a different decision. I was also told the damage appeared to be from water. However, I explained to the furniture manager that I don’t place any plants or vases on top of the media console. Despite this, she insisted that someone named Julio could come to examine it—but only if I pay a service fee. If Crate & Barrel won’t stand behind the product, why should I trust someone you recommend to repair it? It’s unfortunate, because your showroom is beautiful and the designs are appealing. But based on my experience, if someone is looking for quality furniture that lasts, I would advise them to...