Crate & Barrel — Local services in Tampa

I am very disappointed in the Tampa Crate & Barrel Store. I purchased several things, 2 sofas, 2 armchairs, a dining room table with 8 chairs and also a chandelier. Approximately two weeks ago, I received part of the furniture at my house. The guys who delivered the furniture were very attentive and removed everything from the boxes so I could check if everything was ok. After checking the furniture, my house was full of open boxes, the guys asked me if I wanted them to clean the room and take the boxes with them in the truck. Obviously I agreed. At night when my wife arrived home from work, we noticed that the chandelier was too big in relation to the dining table. I called the store and asked how I could change the chandelier. Over the phone, the store told me that I would have to take the chandelier back to the store. I drove 140 miles from my home in Gainesville to Tampa. That's where the problems started. Arriving at the store, I removed the chandelier from the car and was attended to by an employee named Robert and explained the reason for the return. He asked me if I had cut the wires and I said I hadn't even touched the chandelier. Then he asked about the box and I explained that the box would probably be in the trash, since the boys who delivered it took it with them. He then told me that without the original box he would not be able to give me the money back, only give me a credit to be spent in the store as he would not be able to resell the chandelier. I explained to him that we had no intention of purchasing anything else in the store, since we had already made a large purchase and that no one explained to us over the phone or at any time that we had to have the original box to return the product. From then on, he unfortunately began to treat me, my wife and two daughters in an arrogant manner, with disregard and a lot of prejudice. To be honest, since I arrived in the United States I have never been treated with such disregard and prejudice in an establishment as I was treated by this person called Robert in Crate & Barrel, especially in a place where I consider myself a good customer. At the end of this I decided to bring the chandelier back home to try to resolve it in another way. But I would like to know who pays for my time and gas. I can say that it was the first and last time I shop at this store. And here's a tip for those responsible for the store, make it clear to your customers that is mandatory to keep the original boxes so that exchanges can be made. And a tip for those who migrate from another country, don't buy from this store as you will have the same feeling of racism that I felt in front of my family, even after buying a considerable amount of products in the store. The return policy and the way they treat people is...

We ordered a couch at Crate & Barrel's Tampa, FL, store on February 25, 2017. The price, $1, 598.77, included delivery. When the couch arrived at our condo building on April 19, 2017, the delivery men said they could not get it into the freight elevator nor take it up the stairs to our 3rd floor condo because it wouldn't fit. When we called Crate & Barrel, we were told that the couch could not be returned, that it was our responsibility, and they instructed the drivers to just leave it in the building's driveway. Fortunately, the driver was considerate enough to put it back on his truck and return it to the warehouse. He is a private contractor, not a Crate and Barrel employee, yet treated us with more courtesy and respect than Crate & Barrel's customer service person.

When we phoned our sales person, Debbie Davis, she was of little help and told us that we could not return the couch or get a refund. The best she could offer us was store credit for one-half the purchase price. That was not only unfair but insulting to a long-term customer.

We were forced to hire our own mover, Greenlite Movers, to pick the couch up at Crate & Barrel's warehouse and deliver it. They had no problem getting the couch onto the freight elevator and bringing it into our condo. They simply removed the outer cardboard and plastic packaging, removed the cushions and pillows, and moved it into the elevator with ease.

Greenlite charged us $450.65 for the move. I expect Crate and Barrel to reimburse us for that full amount since our purchase price included delivery and Crate & Barrel failed to deliver the couch.

We sent this complaint to Crate & Barrel through their website, which provides an email form to transmit such messages. We never even received a response acknowledging that they received the message, something that almost all companies do.

We would like a timely response from Crate and Barrel and payment from them for the $450.65 we paid to have our couch delivered because Crate and Barel failed to deliver it. This is the sound of...

UPDATE: The delivery was rescheduled and customer service took ownership of the situation and ensured I was notified. They made it right and restored my faith in C&B. The couch feels solid and looks and feels amazing!

ORIGINAL REVIEW:

I am incredibly frustrated with my experience. I purchased a sectional sofa and ottoman a couple of months ago. I was scheduled delivery for today and I was told the warehouse would reach out with a delivery window a couple days prior to delivery. This never happened.

I called yesterday multiple times and spoke to multiple people to find out my window for today and no one was able to provide me one citing they weren’t able to get in touch with the warehouse.

I was told one of the C&B reps would reach out via email once they could get in touch with them. It never happened. They left my location at 8:47am after I missed the delivery because I had no idea of the window. I called them less than 15mins later and was told there was nothing they could do for me. They’d be back in 2 days.

I already got rid of my old sofa yesterday in preparation of the delivery and now have nowhere for myself nor guests to sit until a delivery is made.

There’s nothing I could have done better other than waiting from 7am thru 5pm at my door to ensure I didn’t miss delivery since all of their automated systems failed (which was confirmed by C&B that a notification was never sent).

I called and spoke to the warehouse directly and to C&B directly and neither was willing to reschedule delivery today.

Inflexible company and warehouse leaving a bad taste in my mouth.

Sales was great. No idea how the couch is. Delivery was terrible as was customer service.

The right thing to do would have been to reschedule my delivery for today given that it was on them to schedule it and they...