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November 2025 by Katie King
I tried to go to Crate and Barrel this morning at 10:40 AM. Their hours on Google and posted on their door state that they open at 10 AM, but the doors were locked and there was a handful of people waiting outside. Mistakes can happen with posted hours, but what really got me was that several staff members inside walked by the doors without acknowledging us at all. It would have taken 30 seconds to open the door and apologize and let us know they would be opening at 11 or that they were closed for today but they all just looked at us and walked by, which was incredibly rude. At least 7 different staff members walked by at different times, so we left and shopped elsewhere instead.
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November 2025 by Richard Robinson
We recently purchased a Monterey sectional for our basement, from the Easton Town Center location in Columbus. We have purchased many products from Crate and Barrel including another large sectional for our living room. When we purchased the most recent sectional we explained that we were trying to create a u-shaped sectional and wanted to also purchase a removable ottoman that we could slide in and out of the u to create a large rectangular block, mimicking a 4 seat chaise. When the pieces arrived the removable ottoman was a different size than the other pieces so when it is pushed into the u, it falls about 2-3 inches short of the other pieces. It looks absolutely ridiculous and is clearly a design flaw. I contacted the store and explained my situation and asked if there was anything that they could do to remedy the issue. I suggested a store credit or even a partial store credit for returning the piece. I felt that this was a very fair offer considering that this was not even our fault, but was told that because the piece was a custom piece (because it was upholstered) that there was nothing that they were willing to do for us. This will be the last purchase we make from Crate and Barrel. I'm sure they won't miss us, but there's no way that I can justify making another purchase from a company that treats their customers this way. As is with too many companies these days, money rules all decisions rather than customer service.
Update:
Crate and Barrel responded and asked for me to contact their customer care team. Upon doing so, after being on hold for 15 minutes, I was told that they were still not willing to do anything for us. What is being overlooked on their part is the fact that we explicitly described what we were trying to achieve and their salesperson, who should be familiar with all of the components of their sectionals, failed to guide us toward achieving the look we were trying to create. After receiving the piece, we now see that we could have created the look that we wanted by purchasing different pieces. The salesperson didn't take the time to go over all of the pieces that were at our disposal and instead led us down the wrong path. Create and Barrel has an obligation to properly train their salespeople to guide customers toward the products that will help them achieve their desired outcome. They are taking absolutely no responsibility for their failures.
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October 2025 by Ali Herron
Product was delivered damaged. Took over a month to get replaced. This is the second time this has happened so I guess I'm the life long learner in this situation.
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October 2025 by G.H.
Melody was absolutely fantastic and assisted me every step of the way in figuring out which espresso machine was best for me
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October 2025 by Caitlyn White
Jeff Bakehorn, the manager, is a bully to his employees and to customers. I have NEVER witnessed anything as disrespectful as I did in his store today when he publicly humiliated a female employee. He then took his anger out on me when I confronted him about his behavior. Absolutely abhorrent and disgusting that this person is a manager for crate and barrel. I will never shop here again.
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September 2025 by Andrew Miller
Our experience with crate and barrel started with an issue. We had our registry set up and the plates and bowls we got were terrible. We thought we had $600 worth of junk, however when we came into the store our luck changed. We worked with Drew and he was SO helpful. He helped us with the return and literally took us around the store and helped us find the best they had. Drew is one of the very few people in today’s society that is willing to really help out and make it right. He just changed us from unhappy Crate and Barrel customers, to a lifelong customer.
This is how you do business. If it were up to me I would have Drew as the head of customer relations of the entire company and pay him an absurd amount of money. Having staff like him is how you retain customers.
If you want a great experience, or even just a lesson on customer service, come here and ask for Drew.
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April 2025 by Royal Haygood
Come visit wonderful environment and friendly people. Tell them that royal sent you
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January 2025 by Cara Min
Can’t say enough about the wonderful staff at this location!
Our breville airfryer pro screen stopped working after 2 weeks. Normally they direct you to the manufacturer, but we had an urgent situation and didn’t have time to wait for the new one.
They kindly helped us replace the item with ease and made the switch seamless.
We’re so appreciative of their flexibility and willingness to help fix the issue!
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December 2024 by Wendy Coughlin
Come on Crate and Barrel - do better! Stopped by this morning to shop for two new sectional sofas. No one greeted me as I walked around the store not for a solid 30-minutes. Plenty of staff, no customers but they were all glued to their computers and not assisting customers. Finally, I camped out on a sofa and a nice lady stocking shelves came by and asked if I need help! Finally. Yes, please! She radioed and over comes Daniel. He walked up and said “are you the person that needs help?” I almost laughed at him. He was clearly annoyed that he had to leave his computer. He seemed to warm up a bit when he thought I was truly interested in spending money. I’ve shopped long enough to know that if a salesperson is this disinterested at the beginning then you should just move along. Too bad - I really liked the Lounge Sofa but not enough to be treated like I’m a bother. Anyway, he gave me his card which I threw away and I called Ethan Allen. Based on the Google reviews for this store, the management should be highly concerned.
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November 2024 by Kathryn Brooks
Stopped in this evening to pick up some wine glasses and start a wedding registry. Not a single worker spoke to us as we walked the entire store. At one point 3 workers walked into the section we were in all together and not a single one acknowledged us; they all walked past us and continued talking. For this price point, the customer experience is ridiculously horrible. I left my stuff without purchasing, and I will not be creating a registry.
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September 2024 by Amanda Woods
I was shopping for a sofa a few months ago. I knew I wanted something more modern and deep, so I went into C&B. I must have wandered about in there for 45 minutes testing couches and reading placards, but it wasn't until I was hanging around on a sofa directly in front of a cash register that someone asked if I was looking for something. I answered that I was indeed looking to purchase a big sofa that day. She sort of answered to the effect of "oh that's nice" and never talked to me again. Do I look poor or something? I generally dress nicely when shopping. Anyway, I wandered right back out again and went straight to Pottery Barn, where a lovely saleswoman greeted me immediately, helped me test all the couches and chairs, suggested customizations from the database and set out a number of fabric swatches for me. I think there's a clear winner here. Actually, I think I'll leave the same review for them right now. They should know what kind of job they're doing.
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August 2024 by Lola Isea-Weber
I placed an order in April for two sets of knives. Four months later, I still don't have it. When I called the store the staff did not seem to care. I requested to speak to a manager since the salesperson couldn't tell me how I was going to receive the refund. After waiting a while the manager came to the phone clueless about my situation. He asked to call back later. I think that making consecutive calls for 4 months was long enough. Very disappointed.
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June 2024 by Karen Anderson
Lots of beautiful things for every room in your home, both indoor and outdoor. Very reasonable pricing compared to similar stores, and great quality items. Staff is helpful and friendly.
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April 2024 by Marie G
Horrible customer service after I received broken items. Left me waiting around the store for more than 30 minutes just to tell me they cancelled my order and I don’t get a refund???
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April 2024 by Travis K
Disclaimer: This review only applies to the store--not Crate and Barrel as a whole.TL:DR - This C&B store doesn't actually stand behind the quality of any of their products.I purchased a $500 mixer from the Easton store. Unfortunately, the first time I used the mixer it was not working properly and it smelled of smoke/burning. Clearly there was a problem with this very expensive appliance. "No problem" I thought--it's still well within the return policy. I can just take it back to the store. This is an inconvenience, for sure, but it's not Crate and Barrel's fault. So, I put it back in the box and lug the mixer back in to the store to return it. After waiting a few minutes, the woman working the counter tells me that it can't be returned. This confuses me. First she tells me it's because it's an "electronic" item--which seemed odd because in the return policy there's zero mention of electronics having a different policy than anything else. Which I point out to her. Then she says that it can't be returned because it's been used...Now, the return policy does say items to be returned need to be "in good condition (unused or unwashed)". Which is understandable, to an extent. You don't want people to buy stuff and ruin it then try to bring it back. But, essentially what this means is that you can't return defective items at all. After all, the only way to know an item is defective WOULD BE TO USE IT.(It's worth noting that the return policy also says "If you discover an item. has a manufacturer's defect...we will accept the item for return"...but the not-so-helpful lady at the store was either unaware of this part of the policy or didn't think the smoking mixer qualified as defective.)After trying to understand the woman's logic (or lack thereof) she told me I needed to return the item to KitchenAid. Bear in mind, I bought the mixer from Crate & Barrel--not KitchenAid. But, after 2 weeks and 1 failed use, it was already outside of their return policy.Luckily, I was able to reach out directly to Crate & Barrel's support team and they helped facilitate a return (THANKS JOANNA!). I have to take it to Fedex to have them ship it back to C&B and they'll return it for me there. This is a fine resolution, but highlights an unfortunate reality: There's zero reason to ever purchase something in a C&B store.The only practical reason to purchase anything in a store (as opposed to just ordering it online) is the service. You get to talk to someone in person and if there's a problem they'll help resolve it. Theoretically, they can help you better than a faceless customer service rep hundreds of miles away. Crate and Barrel has apparently taken the opposite approach.
