I just experienced the worst shopping experience ever in Crate & Barrel at Bellevue Square. I made a purchase in store and was told the items will be ready in a few weeks, and I would receive text message and email once them are ready. However theres completely no follow-ups after that, until yesterday when I checked the order status on their website, it shows the order has been PICKED UP??? I thought it might be system issue and called the store, the ridiculous thing is the Store claims that my items are picked up, they have no idea what happened, even for the associate who marked my order as picked up.
As far as I know ID check is required for pick up, I am wondering how the store performed the ID check? If no ID check, or, even no one picked them, why the order got closed, thats how Create and Barrel treat their customer????
Besides that the in store shopping experience is horrible, I asked some of my items availablity, and the designer did not answer directly, just say I would see the estimated date on the receipt. Actually I asked quite a few times but she insisted not answering that. Turns out the items I asked need to wait MONTHS, the designer intentionally HIDE this info. I have to cancel these items and wasted me another hour in store.
I am stilling waiting for response from the store, and all of this make me feel like a clown.
Update: I talked with a associate in store via phone, she still had no idea what happened and offered no solution. When I requested to talk with a manager she claimed manager is not in store, also the one who closed my order is also not in store (aha). Then when I say i will stop by and talk with anyone who is in charge of the store, guess what? The manager is available now, they are not resolving problem just endless cheating! Arrogant!
I bought a piece of furniture from Crate & Barrel in May 2024. It was a Beckett 6-high Shelf Dk Brown. I picked it up with the original packaging box and assembled at home. However, I found that one of the metal legs was bent. Then I called their customer service and asked them to replace it with a new one.
They delivered the replacement furniture on 5/27, but it turned out that the new one was still defective. I refused to accept it and called them to send another new one, and clearly requested that it come with its original packaging box. However, on 6/6, they delivered another piece of furniture without a box and with defects. I continued to refuse to accept it and called them again to send yet another new one, and again clearly requested that it come with the original packaging box.
However, what is infuriating is that this situation happened repeatedly for a total of 6 times! They were 5/27, 6/6, 6/19, 7/20, 7/27, and 8/7. Each time, they delivered a defective piece of furniture (some with cracks on the wood, some with scratches on the metal frame), without a packaging box, and then I refused to accept it and called customer service to ask them to send another new one, and clearly requested that it come with the original packaging box.
I think this is a great disrespect for customers. Customer service agreed to my request to exchange a new piece of furniture every time, but every time there was a problem with the delivered replacement; customer service said every time that it had been noted that the furniture needed to be delivered with its original packaging box, but every time it was delivered without packaging and with problems. This is also a disrespect for my time. I had to take leave and wait at home for these 6 deliveries, which delayed my work time, but the problem was never solved. I think this behavior of Crate & Barrel is very disappointing.
I finally couldn't stand it anymore and asked to keep the earliest delivered furniture (the one with bent legs) and give me a discount, but customer service finally only gave me a 10% discount. I don't think this discount can offset the loss of my time and energy, so I had to return it in the end. I will not buy any furnitures from Crate & Barrel in future. Keep away from this terrible company.
