"Staff was friendly and helpful without being intrusive."
"Friendly, patient staff."
"Best people to deal with customer issues, i.e. customer retention."
"The staff, especially Rachel P. were so helpful and accommodating even though it was the end of the day."
"The staff is warm, attentive and genuinely interested, they appear to really enjoy what they do and be knowledgeable on the products."
"Katie from customer service scoured the floor for a product that would satisfy our need."
"Eric at the front door was very nice and my order was ready for pick up by the time I walked to the desk."
Cons:
"Wanted to report a mean staff that we encountered last night."
"Given the unbearably poor quality of their furniture (bad materials, awful finish, late-to-the-game design knockoff), one would hope that their staff would be more helpful."
"Terrible customer service. We spent almost a couple of thousand dollars on the sofa and we are just being dismissed and ignored by the company."
"Service was definitely a let down."
"Their customer service can leave a lot to be desired."
"Really bad customer service/experience."
"Very Very disappointed with their customer service."
Product Quality
Pros:
"I love shopping here they have a Beautiful variety of different products to choose from for anyone Home or Apartments and Affordable."
"Two floors of quality crafted items ranging from essential furniture pieces to tiny knick knacks."
"Everything is exquisite. The staff care about every single detail in the exposition."
"The high-quality pieces aged beautifully (i.e., very little)."
"Crate and Barrel is such a gorgeous place."
"Their furniture is always up to par with the latest styles."
"Crate and Barrel has to be one of the best places in New York to buy dishes and glasses for everyday eating."
Cons:
"We were also thoroughly astonished by the dramatic decline in the quality of the products as well as the service."
"Ordered a bunch of furniture as we just moved to the city... Stuff was chipped, dented, had nails sticking out etc."
"Dust cover was torn on Lounge II sofa and walls were scratched during delivery."
"Furniture costs are misleading."
"The Corporation will not give any credit for merchandise returned without a receipt. Not even store credit."
"An item listed as $479 (WITH fabric selected) only shows the true cost when put in the cart."
Delivery & Availability
Pros:
"However, the issue was resolved to my full satisfaction, in an old-school 'customer first' mode that is quite atypical these days."
"I ordered a beautiful dinner set as a closing gift for my clients... they can get it delivered the same day with a messenger."
"Ordered online for in store pickup. They texted me when my order was complete and correctly included all my items."
"Everything went as planned and was delivered on time."
Cons:
"This week we found out that Crate & Barrel decided to ship our furniture to other customers and they advised us that we should wait until it became available again."
"It’s currently the day before Thanksgiving as I’m writing this. We ordered one of their modular unit thingies in July. Somehow they are so incompetent that we still don’t have anyone who can build it properly."
"Delays upon delays... these guys will never tell you where your purchase actually is."
"DO NOT order furniture from here. I waited over five months for a bed, which led to extreme back pain."
"We ordered a couch and ottoman in February expecting delivery in early April. It has just been delayed until July…"
"They have a terrible vendor management problem and cannot get any furniture to you even close to the estimated time."
"They delayed delivery dates four times."
Store Experience
Pros:
"Located in the heart of SoHo it's easily accessible."
"The store is very well spaced out so you can browse without a crowd."
"Walking into Crate and Barrel is an undeniably fun experience for a home decor lover."
"The store is full of display to help give you ideas."
"The store is big and you can have a whole home experience."
"The physical space is stunning with gigantic windows."
"Always a win shopping here. I love the organization of the store."
Cons:
"Crate and Barrel at SoHo instructs their security guards to prowl around the store and screen out people who spent more than 10 minutes on the sofa."
"Nobody likes inaccessible restrooms though."
"No bathroom. Big store with few help around."
"FELT DISCRIMINATED: I have gone to various furniture stores in the last few weeks as we were in the market for a sofa... Today, my mother and I spent over 30 minutes at Crate & Barrel (around 4pm) and various salesmen walking the floor would look at us but never once offered to help."
"I felt rushed and uncomfortable."
"It is absolutely outrageous that you have not re-opened your customer restrooms."
"A security guard named Mid (?) walked up to us and hand-wagged the hack out of us. He runs at us pointing at his watch and goes 'You have to leave. It's been 10 minutes. Get out of the store.'"