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October 2025 by M R
Purchased a chair and an ottoman. The ottoman was not available in store but I was told it would be ready for pickup this week. Because I would be able to have the whole set within the week, I purchased. This week comes and the delivery date for the ottoman turns out to be in December. Misleading!
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September 2025 by Daisy Brown
Alex was amazing! He helped us pick out the best couch for our space and answered every question we had. His assistance was excellent!
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August 2025 by Anna D'Alleva
The Chestnut Hill location is a huge disappointment. I just had my wedding shower and was gifted a plate set that unfortunately was chipped pretty significantly. Since I did not register with Crate and Barrel specifically, they told me they couldn’t help and waived me off (after lecturing me extensively about how I shouldn’t be using Zola or the Knot for registry items and stating it was the “easy way out” for the bride, insinuating laziness). They were very rude and unwilling to help, so I ended up having to call the person who gifted me the plates to tell them they were chipped and ask for a picture of the receipt. I didn’t want to return to the same store location since they were very dismissive and rude, so we drove to Framingham where they happily and easily swapped out the 2 plates without even asking for any order information. Needless to say, I’ll only be supporting the Framingham team from now on!
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July 2025 by Archana Nagarajan
Lauren was the best! Super patient with us as we picked out a new couch and everyone was super helpful getting us all the info we needed!
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June 2025 by Stacey Ory
I love shopping at Crate & Barrel!
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May 2025 by Francesca Ernst
Excellent customer service.
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February 2025 by jean rich
Love this store!
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February 2025 by Carlie White
Staff were very rude and unwelcoming. They are the only reason I did not buy anything.
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January 2025 by Priyam
Worst possible customer experience in the history of customer experience. Waited 40 minutes for a curbside pickup. Why have the option when you can’t fulfil it?
I have many other examples of bad experience from crate and barrel. Don’t buy here, seriously
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December 2024 by Sue J
Extremely disappointed online order and pick up experience. Misleading website how orders placed by noon is available for same day pick up. Inaccurate online chat support advising me to not be concern that order wasn’t ready on the ordering day as they have it. And then to get notification 3 days later that the item is back ordered. Why did you allow me to buy online for store pickup? Why did it take 3 days to tell me?
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November 2024 by Adam
I felt like an associate at this place treated me like a criminal for returning a product that was dead on arrival . Incredulous questions from a store associate who needs to never treat customers this way.
Never going here again . A store manager was eventually more helpful and apologetic, and salvaged a star
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October 2024 by Glaucia Afonso
Inspired store. I got a dinner set. We love that.
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September 2024 by wayne “Optical Illusion” devaughn
Me and my wife do not dress well off so when we walked in and found someone the lady was nothing but rude and spoke down to me because I don't know the colors or styles, while later finding out instead of giving us all the fabric choices she gave us the three most expensive choices and played it off, all so she could get her commission. Wouldn't recommend going here just got to Natick.
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September 2024 by daniel ajjouri
Picking furniture is never easy, let alone customizing. Bethel greeted us from the moment we walked us through the door and walked us through every color and fabric option. She stayed with us until the store was literally closing down. She sent us home with several samples and helped make our lives 10x easier.
Well done, great employee, very friendly - I’m sure promotion is coming
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July 2024 by Eleanora White
If you have the time go to the Natick location instead.
I’m a future bride who was sent martini glasses as a gift which unfortunately arrived chipped.
I originally went in within the return window but discovered the set was discontinued and was told if I came back in with the full set Crate & Barrel would happily exchange the full set.
Admittedly life got away from me and by the time I was able to return Natick was still willing to assist me. However, I thought I could save myself some time by going to Chestnut Hill.
This location was unwilling to honor the promises of another location and instead told me how inconvenient it would be for them to accept the glasses and their inability to sell them profitably as they were discontinued.
I continued the additional 20 minutes to Natick and within five minutes I was helped and exchanged for another more preferable discounted set of glasses.
Save yourself the pain and effort and go to the Natick location.
They prioritize customer experience and thanks to their efforts I’ll still happily register with the brand for my registry but I’ll be sure to attend the event in Natick instead.
