Crate & Barrel

I’ve been to this location a number of times, and after reviewing terrible customer service multiple times I felt I should post. Crate and Barrel is a lovely store, but every time I go to check out at this location, the store employees chatter to each other for a minute until even greeting me, then proceed to ask if I need help (yes, that’s why I waited in line). They are rude, curt, and act as if you’re inconveniencing them by being in the store. The ladies tend to be middle age and should have learned proper manners by now. Go to another location if you can.

We attended a registry event in preparation for our upcoming wedding. For anyone who remembers their first visit to a Crate and Barrel or any store of home goods you know how overwhelming it can be. The service and guidance mixed with just the right amount of wandering on our own. we had a fantastic experience and can’t wait to get back in for a second lap around!

I am reviewing just on this location. It was my first time driving there (we recently moved to the north shore) and I needed to return some things off my wedding registry. I went in and explained to the rude saleswoman that I did not have receipts since they were wedding gifts. We got some plates that we are not going to end up using. We moved, and in the move from being in storage for so long they ended up getting really dusty. So I put them in the dishwasher. I explained this to to the woman. She starts getting really rude saying «We can’t take these back, they have been used» Uh, no they haven’t. I washed them. «Would you buy dishes that someone put in the dishwasher?» Uh, yes I would, it is not like WE ATE OFF THEM. So then the manager comes over. «We can handle dust. I will tell you what, I will take back the plates that still have the price sticker on them.» So let me get this straight, you will SELL plates to people that are covered in dust but not ones that I cleaned in the dishwasher? I told him to give me back the 2 plates he was going to refund me for, which WERE IN THE DISHWASHER too. I have to say I love Crate and Barrel but this was not acceptable. I went back in to buy some pasta bowls after dropping off my plates and I dealt with 2 different employees who were a lot nicer. I did walk by the rude saleswoman again who says to me «Aren’t you tired?» YES. I am tired. Tired that I drove all the way here to deal with you.

This review is for this location specifically and not what I think of C&B as a whole. I normally shop at the Boylston Street store as I live in Boston, but have been to this store a few times. I recently shopped a few days ago with my husband, daughter and niece to grab some random things on a rainy day. I was walking around the store browsing with my niece in my arms and allowing her to hold a garlic press we were planning on purchasing. I feel I got the death stare from each employee as if I were going to steal the garlic press from the store. I finally found my husband who had been waiting forever to have someone help him retrieve a knife from the case for purchase. After this woman who gave us a «you are young, naïve people,» stare finally checked us out, she then gave us a speech on how the Wusthof knife we were purchasing was the lowest quality one, questioning if we knew anything about Wusthof knives, blah blah blah. I’m confused are you trying to upsell us or make us not purchase the knife? I am familiar with the brand, thanks though. I guess we should have never spent any money furnishing our kitchen, or creating our wedding registry here last year. Jerks. We payed for our stuff after our lecture and I then told myself I would never shop at this location again. Derby Street in Hingham or Boylston in Boston are much nicer staff.

Pretty typical for a Crate and Barrel. The store is set up in a manageable way with things clearly labeled and very useful staff wandering around. Our lady was quite a talker, but nice and helpful

I bought the Clairemont coffee table from this store a few months back. Although my table doesn’t get much wear and we are careful with coasters, there are scratches on the glass top already. I could deal with that and eventually get a new piece of glass, but the bottom mirrored glass now has some scratches, too! I can’t replace the mirrored antiqued looking glass bottom! This table is $ 699 and I would think that better quality glass would be used as this price point.
When I called Crate and Barrel and explained my situation to a manager, she could only offer to return my coffee table and have me charged a re-​stocking fee! If I could give her zero stars, I would!

I would like to give the store a good review. I’m a big fan of Crate & Barrel in general and have shopped here and at other locations for years but never made a large furniture purchase until June of this year. Where do I start? I was told 8 – 10 weeks for my sofa and 9 – 11 weeks for my chair. I shopped in the store for my sofa, was sent home with a fabric sample in the wrong color, though labeled in the color I wanted (luckily I checked the back of the sample) and this caused confusion when I went in to actually order the sofa. That was problem one. Problem two is that I heard NOTHING from the store after ordering-​for a long time. NOTHING! I finally called in the middle of August around the 8 week mark to learn that my sofa had been in for a while but no one had called me b/​c my chair was not slated to come in until October 3. October 3?! That was well beyond the window of time I was originally given for delivery. And they were going to make me wait an additional 7 weeks while my sofa was in to NOT receive it b/​c THEY WERE RECEIVING THE CHAIR IN LATE?! What world is this? I was then told that I could pay a delivery fee to get my sofa but they wouldn’t deliver it for free until my whole order was in (I spent a certain amount to get free delivery). I said, I will need to speak with a manager. A manager then called me and tried to blame the late chair on me and my confusion over the fabric sample. I said, that was for the sofa, not the chair but nice try. She FINALLY comped the delivery for the sofa since she did acknowledge the chair was late. My sofa was delivered and it is gorgeous so I have no complaints about the product. Fast forward to today, which is now 12 weeks and 3 days since I ordered my chair. I called the store to see, where are we on this chair? The person at the store said the chair is slated to arrive October 3 but it might be in a warehouse next week so I should call back. My bottom line here is I’ve spent something like $ 3500 on these pieces of furniture. I am receiving no customer service AND one of the items is late and no one is offering anything to me-​no comps, no coupons, no gift cards, nothing. The woman from whom we ordered apparently has been out for a medical reason, which is unfortunate, but the store should really make sure her customers are served appropriately. Given this hassle and the length of time this has all taken, I am unlikely to order larger, pricier deliverable pieces of furniture from this location. Major fail on the customer service here.

The store in Burlington is clean and always neatly put together. It is slightly unorganized by other stores standards but you can find items quickly. They are organized by cups and bowls, appliances, smaller kitchen cooking or baking items and furniture. I purchased table here several years ago and it is still in very good condition.
The quality is generally good and the selection is current with the best stuff on the market. The service is a little slower and not as helpful and cordial at this particular location and that is why I rated a 2 star.
They can use an improvement on the customer service side here.

I went here to buy a new dining room table. Let me just say that Susmita made the whole experience just great. She was knowledgeable and friendly, and never pressured us into anything.
Our experience was so good, that we specifically went back to her, when we wanted to buy our new bed from C&B.
Private parking lot and entrance means you can come and go and never deal with the mall itself which is a big plus.
There isn’t much else to say, we all know what C&B is, Susmita just made it a great experience for us, twice.
Will be back.

This place makes me want to sell various items in my house to justify shopping here more often. Of course, I’d better get a good return on the sales if I want to buy anything upstairs.
I do like their downstairs inventory, particularly the better quality appliances and kitchen supplies (I hope your favorite color is white). I’ve gotten a few items here that I’ve had a hard time finding anywhere else. But in many cases, it is worth shopping around to see if you can get the same item using a sale discount or a coupon elsewhere.
The upstairs feels kind of like IKEA on steroids. You can get some really nice items, if you’re not on a budget. Personally, I can’t justify a 4-​digit dollar value for shelving.
The staff is friendly and knowledgeable and not too intrusive, which is what I like, personally.

If you like nice & moderately expensive stuff, this is one of the finest retail stores you can shop at. It’s on par with a Pottery Barn or Restoration Hardware in my opinion.

The merchandise is amazing. Top quality items.
The prices are insane! I found a large painting that I loved, shelled out 500 $ for it and I am willing to admit that it was sort of a impulse buy.
The customer service sucks! Like numerous others have mentioned in their reviews, the workers there just don’t seem to care. Perhaps as Janet G pointed out. maybe it was because I’m «asian» and «alone»? Who knows.
Won’t be going back.

Being generous with 2 stars because I like Crate & Barrel
I came here yesterday to buy silverware. First half hour I was circling the table trying to decide which to pick. The couple was being helped. No one asked if I wanted help, which was ok. since I was still deciding. I walked away and came back… another couple was being helped. They left, and it was just me. still no one to help me. Finally I decided what I want. Another couple came by looking. Sales lady goes up to the couple and asks if they need help. They say no, she walks away. Umm… hello! I’m here too! So I walk over to the sales lady who had walked away and say, «Can I get some help?» Its not like I could have helped myself anyway. since the silverware was stocked in the drawers.
So I wonder… was it because I’m Asian? because I was by myself and not in a couple? Or because I looked young?
Ironic thing is that I came right when they were about to open, and they were having a staff meeting outside. encouraging the employees to be helpful despite the sidewalk sale that was going on (even though the sidewalk sale was tiny). «Business as usual» someone said. Hmmm…

Great new items and seasonal things. Good prices. Pretty store with a clean layout. Awesome selection!

I visited this for the first time today as I usually wouldn’t wander outside of the main mall building just for this. This place turned out to be unexpectedly nice. The pathways were just the right size for walking and everything is well organized. The second floor was all furniture but they all seem too pricey for me based on the material versus cost ratio.
I was expecting to find a pizza cutter in their clearly marked pizza section but unfortunately didn’t find it. However, I did find a great selection of 18oz cups/​mugs.

Went their to get a bridal shower gift. It was very convenient, you print out the registry, tell them what you want, and the get it all for you. Great service but the prices on most of the items there is absurd.

I love C&B. If only I could afford more at C&B. Amy was very helpful in explaining our options for furniture and fabrics for our new house. Some of the items we might actually end up with eventually.
This location is huge and even has a real patio to display the outdoor furniture. What a smart feature.

I HATE that they moved to a new seperate building!!! This used to be a favorite place to browse back when it was in the mall itself. You lose a star for doing that C&B!!!
But still it’s one of my favorite stores around. Giving someone a gift from here is always a big win. People see the box with it’s handle and very speicifically taped surface and go «Oooooo!!!».
The new place has overpriced furniture. Yippee.
The new place is definitely much larger and still nice to browse. I just hate the new location.

HOLY AWESOME!!!
Time: 10:30am
Place: Me hauling ass down 128
The scene:
I walk into this Crate & Barrel early on a saturday morning with one intention:
A BRIDAL SHOWER GIFT.
Yes, for a bridal shower that was taking place in just 90 minutes… IN ANDOVER. God, I suck.
I walk in, and head directly towards the registry center. Print the registry, walk to the checkout counter with an annoyed, rushed look on my face.
I say to the lady «help»
There was either a pizza cutter, one decorative pillow or a candleholder remaining on the registry and I’m FREAKING OUT. I DON’T HAVE TIME!!!
Nice lady spots a knife set on the registry, finds it in about 30 seconds, rings me up and I’m out the door.
I mean, really? I love you.

We came here the Saturday after Christmas, and it was a complete madhouse. They had some great sales going on and a huge selection, which are pluses, but we were there to create our wedding registry. Sure, it might not have been the best day to do it, but we were hoping for a little bit more help than we received.
It took us about 10 minutes to corner an employee to get her to tell us how to begin. Seriously, it was like playing a video game — dodging shelves and displays trying to snatch someone in a red apron before someone else got to them. Craziness.
If the circumstances were different — if we weren’t registering for our wedding gifts and if it was any other time of the year — I would have loved this store. Two floors, beautifully arranged, huge selection… But as it was, we didn’t have such a great time here.