Crate & Barrel — Local services in Washington

Here is why you should never buy a piece of furniture that is "In Stock" at Crate & Barrel again:

My wife and I were looking for two swivel chairs in stock, so we could get them relatively soon and not wait the insane lead times that all new furniture has right now. We went to Crate & Barrel on 12/24/21: Our sales rep at Crate & Barrel told us our two Drew Swivel chairs were both in stock (~$1,900 total for the two). We decided to purchase the two chairs on the basis they were in stock. We were told they would be delivered in two weeks (two weeks from 12/24 is 1/7/22). On 1/5 we received an email that they were being delayed and would be delivered in mid January. We called the store because we thought it was odd that items that are in stock in the warehouse could be delivered. When calling in, we were told that the items actually were not in stock. They offered us a $150 gift card once the item was delivered to make up for it. I did not accept, but they weren't willing to do anything else. Every two weeks our item was delayed longer, and we were sent an email saying the items would be delivered two weeks later. This morning, on 2/22/22, we received an email, stating the delivery would be in early March. It has been delayed for two months now, when we had a two-week lead time. So I sent an email to customer support, stating that I would like a 50% refund. Instead of reaching out to me, they emailed me to let me know my order has been cancelled and I have been provided a refund. I have now waited since 12/24/21 (two months) since the order. I have no swivel chairs. I have no order. I now need to begin the search for chairs all over again. I called support at the store, they said they couldn't do anything and I needed to contact corporate. I contacted corporate, and Elaine tried to explain to me that it was my fault for not reading the receipt and that it didn't matter what the sales rep said to deceive my wife and myself into buying these chairs which never came.

PLEASE DO YOURSELF A FAVOR AND DO NOT BUY FURNITURE FROM THIS STORE. Crate & Barrel has now admitted to me several times that they have an inventory system bug that makes it so they do not know when an item is in stock or not. This could be true, or they might use it as an excuse for predatory business practices, intentionally misleading consumers into making purchases they may not otherwise. If it is true, they do not account for their errors and expect the consumer to pay for it instead. Goodbye Crate &...

The store is bright and has all the usual Crate & Barrel perks, with many larger pieces of furniture on view upstairs. Staff are very friendly. The customer service has been uneven, however. The first time we came, I was greeted by someone with "hey, welcome back!" (which is fine), but then it took some insisting that I wasn't who the sales person thought I was. The second time, we stopped by to see something that ended up not being on the floor (again, fine). However, we were told we could see a sample of the wood, but then the person who assisted us couldn't produce one. They instead recommended another piece and sent us across the store to see it - to what ended up being yet another piece that we weren't interested in. At that same visit, we were told we should please always order through the store, because online competition made it hard for stores to stay open. The last time, I came to pick up an online order, clicked the curbside pick up link, and waited outside as instructed. After about 10-15 mins I got in line inside and asked about the order. I was told to go back outside. I waited another 10-15. When I returned, my order sat at the cashier's; I remarked that I had been instructed to wait at the curb, and was told "he probably didn't communicate that" (not sure who). Each of these incidents seems small, but next time I'll probably try go to a different store or just order on...

I attempted to purchase a 6' x 9' indoor/outdoor area rug at out local (4820 Massachusetts Ave location) Crate and Barrel store. An exact sample was hanging in the store and I asked to make a purchase right then and there. I was told that this item was discontinued and the sample was the last rug to be found. (a web check later showed at least six other locations having the same rug available) I said to the floor clerk and the "designer" that I would like to purchase the discontinued sample. They both said that I could only purchase that particular rug if there were no other (smaller) rugs of that design in the warehouse. I asked what would happen if they never sold the warehouse leftovers? And also, what did they have to do with a real live customer wanting a rug actually hanging in the store? i suggested that they sell me the rug that was no longer available (ironic isn't it?) and bring up a new sample of a rug that was actually in stock, although they didn't have an actual customer for.

End result? I walked out, vowing never to come back to this crappy store. I called in an order to Ballard Design and had a rug of the same size and construction (with a different pattern of course) in two days, delivered to my door.

So who needs a bricks and mortar store with idiotic sales policies? Not me, anymore. Thanks for nothing...