Crate & Barrel — Local services in Wauwatosa

I have never had to waste so much time dealing with a retail store in my life. We ordered a couch at this store, but later that week found a better deal at a different store and called to cancel. The store manager was extremely rude and told me he couldn't help me (after I had waited on hold for 30 minutes and had my call drop twice). He told me to find the number of online customer service, so I then called them and waited on hold for 63 minutes!!! Finally I got someone and they said that because I had not called in within 48 hours (after being told that I could return the couch any time up until it was actually delivered as long as I told the delivery company to return it before they leave), that they could not return the item (even though I called within 5 days and the couch was not even in production yet); they told me the only option was to contact the store again to return the item. So I did. Long story short, I had to waste 7 hours of my time on phone calls with both the store and the online customer service over a period of two weeks just to have them say they could not return it for anything other than in store credit, even though the couch was not even in production yet.

Now one month after placing the order I have received multiple calls this week from different customer service reps telling me that when I was in the store they were supposed to ask me what color I wanted to for the "contrast pillows." I told them the color of couch that I ordered to which the first two reps said, ok fine and hung up. It was not until the third rep where she finally explained that the couch included two throw pillows and she wanted to know what color we wanted those in. She said that they should've asked me in store when I could see the different swatches to pick a color, but no one in the many many hours of calls and in person meetings that I've had ever mentioned that the couch came with additional throw pillows and that I could pick a color for them (at an additional $143). She also mentioned that because I had not made a choice yet, this could delay production (remember, this is already one month into production and the first time that anyone has told me that I need to make a choice for throw pillow colors).

The amount of time that has been wasted that could have easily been taken care of with an extra 5 minutes of care or concern by the sales people in the store in Wauwatosa would've made this whole process infinitely more pleasant. All the sales people (and manager - I did speak to you twice, so don't blame this on a random new sales rep) needed to do was 1) clarify that this couch was a special order and could only be cancelled within 48 hours (not that I could return it up until the day of delivery, which is what I was told), and 2) that when I placed the order I also needed to decide on the throw pillow colors and should've had the option to do that in store. I also asked up front how long it would take to receive the couch and in the store they said it takes 6-8 weeks. It was not until I received an email a month later that it said delivery was expected in 12 weeks (NOT 6-8).

I understand I placed the order over Labor Day weekend so it was busy, but as a customer I would hope that some amount of respect for my time and money would be offered (and again on the many calls I made where my average wait time was over an hour and once I did reach a person I waited on hold for others to be contacted with...

I've been waiting for 10 days on a resolution for a missing chair (330511/642187 Tig Side Chr with Brwn Leather Cshn) that was to be delivered and wasn't. C&B delivery team said it was delivered. It wasn't!! Look at the pictures that the delivery guys took when they delivered the damaged Walker outdoor patio set. You wont see a Tig Side Chair in the picture. Not only was the merchandise that was actually delivered damaged, but now I've paid for something that I don't even have and I need to wait for your "process" meaning verification from the warehouse to actually call a customer service or retail member back to say where the chair is....Why??? I've spent hours now on the phone with 3 different customer service reps, 1 retail manager, 1 retail associate and then being told a customer service rep would follow up with me in a few days. Never happened. Then I follow up with customer service and they emailed me back saying they would follow up when they were back in the office on Fri. (6/7/24). Like, What!?? Really?? C&B has the WORST customer service! And C&B is supposed to be a higher end store?? NOT EVEN CLOSE! Your customer service reps do not follow through with what they say they are going to do at all!! So, then I call the retail store AGAIN and talk to the LOD to see what is going on and they were very helpful but my situation has yet to be resolved with customer service. I get it if your busy but com'on now, this was a $3,100 dollar purchase that has been bought and paid for! AND I keep getting text messages stating that "My delivery is ready to be scheduled" so I go and click on the supplied links to schedule it and it says that I need to contact Customer Service to schedule. This is absolutely redic! Ive received 4 of these text messages in the last 2 days and all are bogus! When I call Customer Service Im told "I need to wait for their process on the resolution for the missing chair" before I can get my replacement Walker chairs that were both damaged on each of the arm rests (decent sized dents). How do you miss that!? Package your products BETTER!! I feel like C&B needs to pay me for all of the work Ive had to do just to get my merchandise. I would highly suggest looking around at other home decor & furniture stores for all of...

My wife and I have been longtime customers of crate and barrel. We made an online purchase to be picked up in person on a Friday. It said it had been fulfilled and we could pick it up Saturday. We drove almost an hour to get to the Mayfair Mall location to pick up our order, which said it was available for pickup. When we arrived no one answered the phone or the door. There were numerous people outside waiting. We then spent hours on hold trying to get someone to answer and no one picked up. We then returned again on Monday, which again said it was open to only find again that it was closed and numerous people were waiting. Their voicemail, facebook page, and website all had them listed as open. After several more hours on hold we finally talked to someone, who could hardly offer an apology much less actually help. This was purchased for a gift and we were on a time crunch, so we asked for expedited shipping and they wouldn't do it. They did cancel the order and ship it to us, so we will eventually get it, after the date of our event. No offer of a discount, credit, or a coupon to make things right??? Seriously??? This took countless hours of my wife and I's life and probably a tank of gas and you can't even do anything about it? We understand why the store is closed, life is crazy right now, but why isn't this posted anywhere!!! I pay the money to shop at a higher end store like crate and barrel to get a high end experience. This was the farthest thing from a high end experience. We will seriously be considering whether we ever shop at this store again, which is sad to say as our experiences date back to our wedding...