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November 2025 by Cuong Nguyen
On 9/6/2025, I purchased pillows. Lisa mistakenly charged my order under someone else’s account, then refunded and recharged it correctly. That should have been the end of it.
Instead, a month later I discovered two unauthorized charges on my credit card: $306.20 on 9/21/2025 and $306.21 on 10/01/2025. Clearly, my card was still linked to the other customer’s account. When I called Crate & Barrel customer support, they confirmed the purchases were two lamps—but said they couldn’t process a refund and sent me back to the store.
At the store, Andre initially dismissed the issue and told me to dispute it with my credit card company. I explained the burden that would cause, and only then did he decide to investigate. He located the lamp orders and confirmed the name and address were not mine. He still questioned whether a family member made the purchase, which I again denied. Eventually, he involved Lisa, who admitted the new POS system caused the original error and contacted customer support. They escalated the case to the Executive Customer Care team, and I was told I would receive a follow-up. Andre, the general manager, even gave me his card.
No one followed up.
After a week of silence, I emailed Andre. He assured me someone would contact me. Two more weeks passed with no communication. When I emailed again, he claimed he would check with their executive resolution team and get back to me the next day. He never did.
Whether this was incompetence or avoidance, the lack of accountability has been unacceptable. Because the store failed to resolve an issue entirely caused by their mistake, I was forced to dispute the charges with my credit card company anyway—exactly what I was trying to avoid. As a result, my card had to be canceled and replaced due to what they deemed fraudulent charges.
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September 2025 by JKM
Will never come back to this place. Erica was rude, unprofessional and left in the middle of helping us. She was impatient with my kids and yelled at them while they were looking at kitchenware. We have been going to this store for years but its drastically changed over the past year. There are staff who have been around for years and others are new. The new ones are clueless and lack soft skills. Used to be a great store but the place is run horribly. My family and I will gladly to SCP from now on.
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September 2025 by Julia Khalil
Extremely rude, terrible customer service
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July 2025 by Sophia Moreau
Such great service! My fiancé and I attended a wedding registry event and Sue was an amazing help with all of our questions, even offering great suggestions. Christine was also such a great help with her knowledgeable and personal experiences with appliances and registry must-haves. I would absolutely recommend this location to anyone!
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June 2025 by Zeynep Alara Sarıoğlu (Alumni)
Good Store but the Service is so so slow
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May 2025 by JOHN “Buckaroo Eàst JFD.” DEVANATHAN
Yeah a wonderful store,and has a very good first impression and atmosphere as you can be sure getting,the stuff you want.Staff is friendly and that sort of helps one in a window shopping environment where, some items are too pricey.Cooking utensils and cutlery are trendy and of course of good quality and thats a major,issue to public as cost matters.
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February 2025 by Sam Emanon
Review for Hypoallergenic Lightweight F/Q Duvet Insert
I purchased the Hypoallergenic Lightweight F/Q Duvet Insert from Crate & Barrel. After two years of light use, I’m extremely disappointed in the quality and lack of customer support. The filling somehow shifted entirely out of the middle and accumulated on the sides, leaving the center completely flat. This made the duvet uncomfortable and unusable.
When I contacted Crate & Barrel customer service, I was told that because of the time that had passed, they would not offer a replacement or return. I was shocked to learn that they only have a 30- —to 90-day return policy, meaning they do not stand behind their products for the long term. Given that this is a product meant for long-term use, the lack of any warranty or support is unacceptable.
It's clear that Crate & Barrel must be aware of this issue, which is why they don’t offer a warranty. For the price, I expected far better quality and durability. Unfortunately, I now have to replace this duvet far sooner than anticipated. If you're considering purchasing this, I’d strongly advise against it.
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September 2024 by Kyle Mcelroy
Once I arrived, I turned to a sales associate to ask if they had beach blankets in stock. Olivia was extremely kind and directed me to where I could find them. She was so joyful, she completely brightened my day!
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September 2024 by Tiffany Coletta
When placing an order with a manager, I was given a delivery date. I then rescheduled several appointments so I could be home that day to receive the delivery. When that delivery day came, I called customer service to inquire on status. I was told delivery would happen sometime a month from now. I am extremely disappointed that I was lied to by the manager who should know how the delivery system works. What your company tells its customers should matter; not just anything to get the sale done and off the phone. I expected more from Crate and Barrel.
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August 2024 by Jennifer Hovda
My husband and I recently moved to the area and popped into Crate & Barrel at Del Amo initially just browsing but knowing we wanted to get a small sectional for our new place relatively quickly. As we were checking out different sofas, Cece checked in with us and after hearing what we were looking for and our space constraint she showed us a couple options and mocked up a room as we browsed. She helped with which colorways were in the warehouse and could be delivered quickly - sharing with us the next date the truck would be in our area (about 5 days away!). Such a great experience and our sofa (+ accent chair) were just delivered and we are so happy with our purchase :)
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August 2024 by Margaret Parmenter
Due to sales person, Tiffany Legrand, I had a phenomenal experience at Crate and Barrel in Torrance, CA. She knowledgeably guided me through the process of selecting a beautiful dining room table and eight chairs. She answered all of my questions, gave advice when asked for, and was professional and friendly. Without Tiffany’s assistance, I probably would have left the store without purchasing anything. THANK YOU, Tiffany!
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July 2024 by Luiza Tanaka
This location screwed me. I went in to return an online order, because it arrived damaged. At the store, we re-ordered the item, and it was supposed to be sent to my house. They sent it to the store, and since I was out of town I wasn't able to pick it up. It's been two months and I still haven't gotten a refund for my $300 order, multiple calls to customer service and it's just a circular process. I just want my money back.
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January 2024 by Dat epik duk !
It was fine ig
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January 2024 by Tony
We go here a lot and we have spent a lot of money here, Micheal normally helps us out and is always awesome to work with. Tonight we had a mixup and we were given the wrong pan, totally understandable, things happen. But when we went to exchange it for the correct one, the floor manager, Tasha was very rude to us. We were able to get it exchanged but I was really taken aback by her lack accountability, professionalism, rudeness.This was my previous review: Just moved into a new place and was looking for a couch, Michael was so incredibly helpful and patient. I ended up not getting the couch but I did get a trunk a few weeks later.There was a slight issue with the trunk after delivery and Michael *called me* after it was dropped off to ask how it was and he said “it sounds defective, let me get another one out to you.”So nice, friendly, knowledgeable, and helpful. I can’t say enough good things about the guy.
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October 2023 by Mercy N.
Twice, I was told there was nothing in stock in store of an item I wanted to purchase. First time I went to the parking lot to order online and it showed items in stock at the store. Went back showed the clerk and she finds what I what. Yesterday 10/29/23 I went in person again looking for a certain item to be total there was nothing in stock ( I asked for other colors too). I go home go to order online and again there is stock in store of exactly what I came for originally. Very frustrating. I Call the store confirm there is in fact product available and drove back again. Not good customer service.
