Crate & Barrel — Local services in West Hartford

Edit: See screenshot, coffee machines are not marked as final sale. Owner's response is exactly my point. It's a matter of ethics at this point. I believe this is unethical. They just lost a customer that has spent thousands at Crate and Barrel in the past. My persistence will continue. If I were to buy a luxury item from Nordstrom or other high end retailer, there are explicit notices: "If you remove this tag, this item cannot be returned. If this item is used, it cannot be returned." This is not the case here. You cannot hide deep in your website a return policy that is this abstract. I will be filing with consumer protection and contacting a legal consultant.

Warning! All coffee machines, or electronics from Crate and Barrel are basically FINAL SALE. They will NOT take back anything if the box is open or you have used the item a single time. We bought a $300 coffee machine, used it once and they didn't like it back. I had the receipt, was well within 30 days and was denied. We placed it back in the box, clean, with everything included.

Deeply disappointed.

Basically, their response is "Sorry you don't like it, you're stuck with it!"

This should be stated, verbally, at the time of purchase. There is no verbiage in the receipt either. Instead, they will point you to the return policy hidden deep within their website. (Is this legally allowed?)

This poor example of customer service is why you should never buy any electronic or coffee machines at Crate and Barrel.

For reference Best Buy also sells these coffee machines and they will take returns on them open box or used.

I see a trend of similar stories about Crate and Barrel giving people a hard time about returns. Remember: Your competitors are offering returns!

Manager/Owner, please do not reply to this review unless there is a certainty you can rectify. I quote your words that Crate and Barrel "Strives to ensure every customer feels welcome and valued." - I do not feel and will not feel valued until I am made whole. I plan to edit this review based on the outcome.

Twitter support offered no assistance either, and I have reviewed that experience...

We used Crate & Barrel for our wedding registry & have loved the ease of the website. The store we visited to create our registry (Durham, NC) had amazing customer service & went above & beyond to make our experience positive. This store is the opposite!!

Walked in yesterday to do a return & I had to literally search for an employee (they were in a back corner talking to each other) & then I stood there a few minutes before they acknowledged me. We had received a Cuisinart coffee maker we ordered from them the day before and when we filled the water basin, it did not register that it was filled and would not work. The employee at first would not let me return it because it was "used" -- this policy is terrible... sell customers a faulty machine ($150+ too) they can't even use once & they're just out of luck? How else would we know it's broken besides trying to use it?

Likely because of my expressed annoyance, the employee did end up give me store credit, but her rudeness through the whole process was palpable & unnecessary. This is not the Crate & Barrel experience we have received in other stores and we're so disappointed because we have recommended them to so many friends...

I'll be very honest with my review. I began shopping at Crate and Barrel after seeing them on social media and deciding to check it out. First, they have the sophisticated rustic style that I love, but I struggle to choose the right pieces for my home. We have a beautiful house that could use some updating with the right pieces, but I never had any help with as customer at Pottery Barn for the past 5 years. Also, I never felt welcomed there, except by two of their employees. In contrast, at Crate and Barrel, I feel welcomed, and the staff are very helpful and friendly. This prompted me to replace some furniture and pieces in my house. I had a meeting with a wonderful designer from Crate and Barrel at my home to update some rooms. Darla who came to my house to check it, is not just an amazing Crate and Barrel designer; but she's a wonderful person who suggested the perfect choices for us. Without a doubt, my future shopping will be at Crate and Barrel. Not only because their pieces are gorgeous and high-quality, but they exceeded my expectations in every way. I couldn't be more satisfied and happy. Thank you,...