Crate & Barrel — Local services in Tysons

We went to Crate and Barrel today and wow, what a disaster of an experience. We went there to pick up an online order and to look at their KitchenAid stand mixers. They had a KitchenAid floor model we liked and asked a sales associate if they had it in stock. She showed us a new one in the box and said it was in stock. The box she showed was obviously a different model (the floor model said Limited Edition and was a different color). She insisted the picture on the box was wrong and that the item inside was the one we saw displayed in the store. I was bewildered and she said she will go back and double check. In the meantime, another sales associate asked if I needed help and I asked her the same question and she also said that the box had the right product despite the picture showing a completely different mixer. Unconvinced, I did my own research and googled and found out that the display was actually an old limited edition model they used to sell but no longer sold at Crate and Barrel. I informed the second sales associate about this and she just said ‘uh huh. Got it’. And walked away. Then our original sales associate returned and confirmed our findings; it was in fact an old model from 2021 and the box she showed did have a different model despite them repeatedly telling us it was the right one (at one point we had to actually show her part of the actual mixer you could see by peeking into the box). Anyway, she said she could sell the floor model for 20% off (they already had a 15% off all stand mixers for Labor Day) and that I would not be able to return it even if it was defective and also they did not have any of its original attachments. We discussed and politely pushed for a fairer price (especially since I’d have to repurchase all the attachments) and they got very angry and annoyed. They did end up saying they could reduce it to 40% off, but we were already put off by their attitude so we stopped pursuing it and just wanted to pick up our online order and leave. They asked us to wait for our online order and it was taking a while. When I followed up I was instructed by another associate with a bad attitude to just wait. We then waited for another 15 min and then followed up to be told that they 'lost' our pickup order and we couldn't just get the item from the shelf because they already marked that as 'picked up' and couldn't refund it. . . They finally found it in the end, but I have no intention of returning to this store again. If the store manager reads this, please take the following advice: inform your representatives that if they do not know something then don't assume things and waste everyone's time. Also, when you have a pickup order you should have the rep or cashier handle it immediately instead of just waiting for someone to get it from the back when it's convenient. Lastly, tell your staff to simply be polite. I will say that there was a single ray of hope in this store, and her name is Barbara. While all the associates were steam rolling me and insisting that the correct product was in the wrong box, at the very end of this exchange another sales rep called Barbara came by and asked what the issue was. Already disheartened, I told her the situation. She immediately saw the issue and she too recognized that the box I was being shown was not the correct one. She correctly said she doesn’t believe they had the displayed one in stock and that it is an old Limited Edition they used to sell. By then, the sales associate we had been working with tried to talk over her, but Barbara (politely) shut her down and simply ripped the tag from the display model saying it is wrong and it will be replaced. I hope changes are implemented so future customers have a better experience and the rest of your staff learns from Barbara, but I sadly will not be...

I have never written a poor review in my life, but I need to share this experience because I am in shock! We went to purchase a bed frame on sale online for Presidents’ Day. We got a notification about it being ‘handmade and unable to be returned OR that it was back ordered’, because it was one message and those two possibilities differ greatly, we decided to call our local store (Tyson’s) and ask. The girl we spoke to was part of the design team and told us that we should come into the store and order it through her because it was handmade and cannot be returned if we ordered online, but if we purchase in store we can. We decided this was the best approach because the frame is not on display at any local stores to see. We asked when the sale was good through and she told us Feb. 26th. Since it was a Monday afternoon, we decided we would wait until the weekend to come purchase it. We went today (Feb. 23rd) to buy the new bed and the sales woman told us that the sale was over. We explained the situation and she offered us 15% off. The bed is $2,500 and was 30% off. We declined and asked to speak to the manager (kindly). She then told us that the manager was off the clock. I reaffirmed with her that there were no managers on duty,(because that didn’t make sense to me for a Saturday afternoon), which she then admitted there actually were some. She brought the manager over who was rude, condescending, interrupting us, and informed us that 1. You cannot return furniture even if you purchase in the store and 2. The sale was over so they wouldn’t honor the price even though her salesperson gave us wrong information. I shared with her that this was extremely frustrating as a customer because we would have just bought it on Monday online, but they gave us poor information about returns and the sale timeline just to make commission. The manager, Miriam, told us she couldn’t help us unless we provided a name. We told her we couldn’t remember the name but we have the timestamp of the call if she wants to check who was working that day to see who spoke with us. She refused to do that then questioned me on where I had worked retail. I won’t be returning to this store, and will be discouraging everyone I...

I’m very disappointed of the service in Tyson’s store. I ordered 3 queen size beds back in July and was told will be available for delivery in September. I never received anything about the progress. I went to to the store around Sept 2, was told they are still waiting for a part to arrive. It should become available on Sept 8. I called the store on Sept 8 because no one contacted me through email or phone or text. I was told this time the beds are in the DMV area and ready to ship. Someone should contact me through phone or email soon. I told the store I need the beds by 9/21, they reassured me there are plenty of time and not to worry. Again, no emails phone call or text, I called the store on 9/18. I was told I have not paid the 2nd half payment (which is supposed to pay when the beds are ready to ship out). I paid immediately on the phone and was told the first available date of shipment is 9/26. I was very disappointed but the store clerk was actually agitated by me and start getting impatient with me. And her attitude was like “want it or not, we can only ship on 9/26. It’s on you, not me” I expressed my disappointment and asked if there’s anyway the bed can be shipped earlier. The clerk was as cold as a wall making me feel that I was the rude and unreasonable one. When I asked how are they going to contact me this time before delivery, again it’s email or phone. This lady is so rude she didn’t even apologize for their sloppiness and lack of communication but hanging up on me. I was planning to buy all new plates and dinnerwares from crate and barrel for my new house. Now I will not do any business with crate and barrel anymore. Sloppy communication, rude store clerk, bad management from top down. I regretted that I have been a loyal crate and barrel customer for two decades....