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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.
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February 2024 by Janet Polentz
Terrible customer service from "Holly" today while trying to make a return. She argued it was "out of return dates" although my receipt stated otherwise. Store credit was offered which I refused. Originally, I was going to shop for a replacement but decided against it after meeting Holly. The register was blamed for not allowing my credit. Eventually, was given full credit for my return. I found Holly to be very rude and sarcastic. Unfortunately a new employee was in training, I hope she doesn't take any customer service tips from Holly.
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January 2024 by Jeff Gaither
Great experience at Crate & Barrel! Vitaliy worked hard to show me all possible options for a sectional couch and was extremely friendly and helpful. Even if you don't end up buying furniture here, you can be sure of receiving knowledgeable, courteous service and feeling like your business is valued.
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January 2024 by The Dude
Vitaly and Keenan, associates at Crate and Barrel, have completely revolutionized my experience of shopping for a couch. As soon as I entered the store, Vitaly's expertise and enthusiasm for home decor immediately stood out. With his impeccable taste and a keen eye for design, he navigated me through a myriad of options, turning a potentially overwhelming task into an absolute pleasure. His recommendations were not just stylish but perfectly matched to the aesthetic of my home.Meanwhile, Keenan's ability to understand customer needs was nothing short of impressive. His meticulous attention to detail ensured that all my preferences were taken into account. He was patient, knowledgeable, and profoundly insightful, making me feel like the most valued customer in the store.Together, Keenan and Vitaly form an unbeatable team. Their collective knowledge, passion, and dedication to customer satisfaction are unmatched. They did more than just sell me a couch; they provided a memorable shopping experience that was both enjoyable and enlightening. Because of them, I left with not only a gorgeous new piece of furniture but also a deeper appreciation for the art of home decoration. Crate and Barrel are indeed fortunate to have such exceptional talent in their ranks.
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January 2024 by Louis
Friendly, helpful staff. Products are stylish. Decked out our bar with quality drinkware.
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November 2023 by Heather Sloboda
I was given a set of Crate & Barrel skillets as a Christmas gift. They were nice looking and initially I loved them. Within a few months eggs started sticking to the 10” skillet and a short time later the same with the 8”. Proper care was taken of both while using and washing. I take responsibility for not calling sooner, but I really thought it wouldn’t be an issue. I spoke with Michael the store manager and while the conversation was both cordial and professional he told me there was nothing he could do for me. I’ve had cheap “As Seen On TV” pans last longer. Michael invited me to come to his store and said he would personally shop with me, help me pick out products and educate me on said products. I politely explained to him I would not be making any further major purchases at Crate & Barrel. I gave 2 stars because again Michael was very cordial and professional.
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November 2023 by Morgan Young
Awful. Bought a couch for $4200 and within 6!!! Months was already falling apart. Took 6 months to receive, fell apart after 6 months. Waited 3 months for replacement covers and were sent the wrong ones. Come to find out the color we had was discontinued. Now have to wait another 8-10 weeks. We wanted to return but we were told it was a custom couch???? Confused on that part given we did not “create” the couch. It was just bought off the website. Will NEVER buy from crate and barrel again.
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September 2023 by Amalia I
Just had a very pleasant shopping experience at the Easton C + B. Went shopping for office furniture and was very pleased with the quality of the desk and file cabinet I was interested in. A big thank you goes to Ashley Davenport, Designer. She was really pleasant to work with, very knowledgable and made the shopping experience virtually painless! Super easy, very efficient process! Thank you so much Ashley! It was a pleasure to work with you!
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September 2023 by Abdul Abukar
We went there looking for a dining table. Had to wait long for someone to help us and when someone finally could talk to us, she was not focused and wasn’t answering our questions properly. She was rushing us as if she did not have time and she seemed like she was bothered by us. I’m hoping she was just having a bad day and that’s not how all (or selectively some) costumers are treated.
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September 2023 by Mary Rogers
We just had a fantastic experience! We are searching for a needle in a haystack and we didn’t find our sheets at your store. However, Carol researched the item and also checked with a person from the corporate office. She exhausted all of the possibilities and we appreciate her.
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August 2023 by David Spotts
What an absolute disaster. Payed an ultra-premium for a series of patio items only to have them cancel the day before THEYRE scheduled delivery saying "dur half the items arent coming for weeks, dur". This a huge waste of time and money. Protect yourself and skip this scam.
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August 2023 by Mae Williams
The ordering process is a nightmare because they have an antiquated system. I ordered these in April 2023 and I now have all 5 and it is Aug 2023.The delivery was good in that they are super courteous and nice- but they need to give the guys a tool box. My husband had to retighten all screws in the stools.I had to follow up on the order several times because once they sell you they forget you.I love my stools. They are perfect- and if you did not know there is a higher end line called CB2- which is where these stools exist.Bizarre because even the sales women had no idea when i wanted to order them. I know they are trying to do their best. Service to today is a challenge- but their communication needs post follow-up if there is an issue.
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August 2023 by Shawn F.
My bed is from Crate & Barrel & it's lasted me a decade. I have several dishes & glasses from Crate & Barrel. My desk is from Crate & Barrel. I think I've even gotten my dog treats from one of their stores. I like the place. So I had to visit this location on a recent trip to Columbus. Unfortunately, I don't have room for another bed or much money to spend on anything right now, so this was more a browsing stop than anything. Still, plenty to look at!
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July 2023 by Becki Williams
Bought a waffle iron at Crate and Barrel. I was not happy with it and wanted to return it but was told by a supervisor they do not take electronics back which is NOT in their return policy. I see now many others have had negative experiences with them as well. In addition I had a cabinet delivered recently and was told I would receive a call a day or two before delivery to advise me on a delivery time. When I didn't receive a call by late the day before the delivery I followed up with them and was told it would be delivered sometime the next day. When I told them I needed some kind of time of day (morning or afternoon) the associate was very rude and finally said I would get a call later (which I didn't) but did get a text late that evening. I have been a loyal customer of Crate and Barrel for many years, but based on my recent experiences it does not appear that loyalty is valued anymore. I have had much better customer service at Walmart.
