Crate and Barrel

My experience with this C&B location is really frustrating and unpleasant. On April 18th 2017, we made a purchase of almost $9k including king sized bed, dining sets, night stands etc. By the day of delivery, men from C&B weren’t able to assemble our king sized bed said there were pieces missing and asked us to contact C&B customer service for that. The solution they gave us was to reorder the missing pieces and deliver to us once it arrives. And how long did it take? Five weeks. Five weeks in our new home without a bed in master bedroom and a baby coming anytime. I did not deal with them again until those chair/bench cushions from them shrunk like crazy after one single wash followed care instructions. I then reached them to resolve my problem, since this kind of quality isn’t worthy of $129(bench cushion) or $54.95(chair cushion). First I emailed them, never heard back for a week. Then I called them, they promised to call back after reviewing photos I sent but never heard back for another week. What can I do? I kept calling them for a third time asking gently about how things were. Finally, this time an email from them. Jeez this is hard. I attached the email received in my image, as you can see they agreed to replace the cushion covers but there’s nothing about “return your old cushion when you pick-up the new ones”. I then picked-up the replacement as they called me and thought that’s finally the end of it. However, I received their call today from a lady accusing me of not returning the old cushions and wanted us to drop them off at their store ASAP—as if we were taking advantage of them saying”it’s a thing to return the old one when you receive a new one you can’t keep them both”. Lady, first, non of your employees mentioned that ONCE. Not in the email, not on the phone when you told us to come and pick up, not in the store when I picked it up. and now you are blaming your customer for that? Second, even though it a “thing”, I didn’t know that it was the whole cushion they were replacing until I got there. Third, it’s your product’s failed quality that caused all these at the first place, why don’t you focus on that first? I don’t live anywhere near them nor do I want to travel such distance with my newborn, so I refused to return the cushion until they pick it up. The manager called me back quickly this time(surprisingly), she sarcastically told me I should “be more careful” and agrees to send in UPS to my home. Hopefully this is the last time I’m hearing from her. It’s March 20th, 2018 today, this almost a year annoyance is finally over. Stay away from C&B, stay away from trouble.
7 years ago (20-03-2018)

Bought woollen area rug. They have a fairly good selection to see at the local store before you buy. Friendly and knowledgeable staff and no pressure to buy immediately. In fact they suggested I take some rug patches home and lay it out to see how they look. The rugs are pricey but at least you know it is of good quality
8 years ago (24-07-2017)

Clean , laid out nice , no sales floor help only issue
7 years ago (29-12-2017)

A bit on the pricey side. Wish they had more sales
8 years ago (30-09-2017)

Nice stuff. Decently built furniture. Too bad the markup to Canadian is 50-60% on some things.
8 years ago (09-08-2017)