Crate & Barel

We attended a private wedding registry event and our guide Joey was so knowledgeable!!! He was very helpful and recommended what to put on our registry. We even got little goodie bags. Thank you Joey!!

I rarely leave reviews but the experience I've had with Crate & Barrel has left me absolutely baffled and I need to warn other customers and also make Crate & Barrel aware of my situation.

I ordered the Monterey Sectional from the Sarasota location on Dec 2nd. Buket was the sales representative. Since it was a made-to-order furniture item, she addressed there was a 8-10 week timeline for receiving our sofa sectional. I was initially concerned with this timeline as we were already in the process of moving and needed a living room sofa. But later that evening, Buket, the sales representative was texting with me, saying that the ETA shown for the sectional at the time was January 19th which is what actually convinced me to make the purchase.

This right here was the single BIGGEST mistake I've ever made. Not only, did they not fulfill my order on/ around Jan 19th, but they also delayed my order to "late Feb" which falls outside the 8-10 week timeline that was initially communicated to me (in writing by the way). And on top of it all, not even providing me with any sort of email/ phone communication letting me know of said delay!

I called customer service multiple times to try and cancel the order so I can quickly pivot and purchase something else for my family and not live have to live in an empty living room with a newborn baby at home.

Unfortunately they refused to cancel my order despite having just placed the order, and they have been withholding my $6,000 ever since with still no couch delivery in sight. This is not allowing me to purchase something else for my family and we've been sitting in an empty living room for months.

After reaching a dead end with their Customer Service team, I decided to take things to social media (again I never do this either), in hopes of it reaching the attention from someone at Corporate.

Well believe it or not, the customer service experience got even worse. There was 0 attempt to help make things right for me and my family, they wanted to charge a 75% restocking fee, and on top of it all, I received threatening calls to my cell phone between 8-10pm at night harassing me about my posts on X and demanding I take them all down. This person went by the name of "Lucy", and I have audio recordings of the entire conversation which includes them CUSSING ME OUT and calling me names! It got SO bad that I ended up filing a police report because of all the threats and harassment being made.

The next day, my husband called Crate & Barrel again letting them know what happened to me and there has been 0 accountability, apologies, or follow-up from anyone. Wouldn't you be horrified as a business to find out a customer was being spoken to like that and now the police are involved?!

I have never in my life experienced something like this, let alone from a "reputable" company like Crate & Barrel. This is absolutely horrifying.

This process has been so incredibly draining for me as a new mom and consumer, and it's over a COUCH at the end of the day...

Crate & Barrel- Please please please just cancel my order and refund my money so we can all move on from this and try to forget this ever happened.

Our next family adventure take us crate and barrel inside the University Town Center located in Sarasota FL, with a category of 4.1 and more than 162 reviews, I love this kind the store in christmas time, everything is with the color of the season the best of the year.
My wife go crazy inside the store I have to seat and she make a tour around.

Clean and organized store but many items are sold out and not coming back as re stock for Christmas already.

Also return policy changed to only 30 days and no returns at all if you lost your receipt Managersaid no exceptionswill be made not even exchange vs other goods or store credit.

This isn't very customer friendly specifically for such upscale priced Store.

I visited this location yesterday in search of glassware and spent about 30 minutes browsing the entire store. In that time, not a single employee greeted me, asked if I needed help, or even acknowledged my presence. Instead, I received uncomfortable stares from employees, which only made the experience worse.

There were at least four employees standing near the glassware, engaged in personal conversation with each other. I even had to walk around them to look at items on the shelf, yet none of them paused to acknowledge me. I eventually left, only to return an hour later, and encountered the exact same situation—the same group of employees chatting amongst themselves, with no greeting or offer of assistance.

Even though there were items I planned to purchase, I chose to walk out again and instead went to Williams Sonoma, where I was warmly greeted, assisted by multiple employees, and able to make my purchase with ease. The difference in customer service between the two stores was night and day.

I left feeling like perhaps I was judged or dismissed based on appearance, which should never be the case in retail. To be clear, this wasn’t about me—it was about the lack of professionalism, customer service, and basic courtesy from the staff.

The bottom line: this store has employees with no customer service skills, no work ethic, and no interest in the customers keeping the business alive. I hope this review reaches someone in management who values customer experience and takes action to hire and train staff who understand the importance of professionalism and people skills.