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October 2025 by Nimisha Vichare
PATHETIC EXPERIENCE WITH STAFF ❗️❗️
We ordered a custom sectional from this particular Crate and Barrel store in Natick. However, our experience was very poor and pathetic. First, the delivery was delayed by 2-3 weeks. They did not send any updates until we asked. On top of that, when the couch could not be successfully delivered due to measurements, they did not help. On writing multiple emails, the general manager of the store did not bother to respond. We had to eventually work with a third party to resolve it. It’s been an extremely poor showcase of customer service on their end as the sofa was delivered in a wrong manner and they did not even help in fixing it. Would definitely not recommend shopping for your needs here. Please go to other stores as they do not care about their customers.
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October 2025 by Nikhil Prashar
I DO NOT RECOMMEND THIS BRANCH.
Me and my wife ordered a customized queen-sectional sleeper for our loft space. While we were initially provided with a 7-week delivery estimate, the process ended up taking more than 12 weeks. Unfortunately, when the sofa did arrive, the delivery team did not appear to make a strong effort to fit it through the doorway. In addition, only two delivery personnel were sent to handle a sofa weighing over 250 pounds, which made the process feel less than professional.
When we purchased the sofa, we were not informed that it would arrive in a single piece. Had this been communicated, we could have anticipated potential delivery challenges and prepared accordingly. A proactive warning from the sales team would have been very helpful in avoiding this situation.
On top of this, the entire team at this branch have been IGNORING our complaint emails - I do not want to name these people but the furniture and general manager are useless and have provided no help or compensation. They have not even bothered to respond to our emails, how disrespectful is that?
Crate and barrel is a good furniture outlet, but this branch is NOT. They only care about their sales and will provide less than professional customer service once your order has been placed.
I would highly recommend to STAY away from them.
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September 2025 by Larry Fitzpatrick
Loved it wanted to buy everything in the store, although pricey still fabulous!
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July 2025 by Julia Goddard
My mother ordered a custom sofa here - look at the photos. They took no measurements and have been delaying fixing the issue. My parents have mobility problems. If i could give zero stars I would. This cost well over $7,000.
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June 2025 by Anna Nolan
Condescending customer service. I shouldn’t need to feel like I’m begging for someone to talk to me
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April 2025 by Sam Mackay
Astrid and Nikki are awesome! Super kind and very helpful! 5 stars!!!
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March 2025 by Sanaika Shetty
Doris is the best.
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January 2025 by Khaled Haque
Staff was very rude. Was talking about customers behind their backs.
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January 2025 by Michael H.
This store was very well organized and Rosa the sales lady was incredibly helpful when helping us find a gift for my mother in law. She gave us several nice ideas and also gave us a tip to go a chocolate shop down the mall and we found a perfect gift. Management should know how nice she was
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December 2024 by Julie Scott
Dawn and Mark’s customer service is absolutely unmatched! Thank you for being so accessible, available, and accommodating!
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December 2024 by Rebecca Lbahy
Flatware I purchased was all scratched and had to be returned.
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November 2024 by Kyle Leandres
Brian at the register was very friendly to talk to. They have great barware
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August 2024 by kurt wang
Ordered several items from this store. They are pretty good so far. Dawn and Barbara is very helpful on getting the defect bed frame replaced
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August 2024 by Riane S
Doris was the best! Perfect customer service.
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July 2024 by Eleanora White
Absolutely incredible store staff. I came in with a discontinued set of glasses outside the return window that arrived chipped and they still helped me exchange for another discounted set. Looking forward to shopping here for a wedding registry event in the coming months!
