This store is great! Customer service is superb. They really try to help their customers and it's always easy to find someone to help you. I would also like to highlight a great customer service experience with Mike - he went above and beyond to help me and it made my day! Thank you for your continued customer support. We will definitely continue to shop here! read more

Terrible customer service! I went in to buy the few things remaining on my wedding registry, and when the lazy and inattentive cashier was ringing me up, he sold me the wrong set of dinnerware. The biggest inconvenience of this was that they didn't have all of this dinnerware in the store, so they had to have it shipped to the location. It took a week and a half for it to arrive at the store (that is a stupidly long time), and when I picked it up and learned that it was the wrong merchandise, Crate and Barrel fixed the problem by switching out for what I actually wanted. But they only gave me store credit for the difference in cost instead of refunding the cash that I paid for it. Total incompetency. read more

I ordered a couch from C&B, and got reasonable in-store service at the Clarendon location. However, when it came time to deliver the couch, I was told that the moving company was unable to give me a window of time until 2 days before delivery (more than a week after the couch was actually available), and that if I tried to specify a time in the evening (when I'm actually home, since, like most people, I work during the day) I would have to pay them an extra $100(!) just to get them to confirm 4hr delivery window. Of course, to avoid the fee I could take time off of work to hang around all day waiting for them... but they wouldn't let me know if it was necessary until right before they showed up. So they hold my work schedule hostage to try to force me to pay the fee. Even Comcast has a better customer service policy on in-home service than these guys do read more

Finding eco-friendly furniture can be a challenge, but my wife and I were determined to get a bed that was greener than the average sleeper. After searching online and locally, we stumbled upon Crate and Barrel. They had a bed made from hand-crafted responsibly harvested teak that was lightly finished with tung oil. Not only was it environmentally sound, but the frame is beautiful and compliments our hardwood floors in our bedroom nicely. The order process was easy. We had the bed delivered with assembly service and the crew came on time, assembled everything and even helped us move our (very heavy) mattress on to the bed. All in all this was a wonderful experience for us and we would do business with Crate and Barrel again if we need furniture in the future. read more

I waited in line for about 5 minutes as the clerk was on the phone and tortured me in line. Don't retailer workers have to go through proper training? She should have alerted someone else to help me. read more

Dreadful experience - trying to order online for in store pickup. Staff didn't know how to use their computers, kept me on the phone for 45 minutes (at least 30 of which were on hold), couldn't explain what they had in stock or not. Will never shop there again. Expected more of Crate & Barrel. read more

I've always loved this store, esp. over the Tysons Corner store- where most the time I'm treated like I don't exist. But this review is specifically for Larry, an awesome furniture sales person who really knows his stuff. He's friendly, very knowledgeable, helpful, and provides great customer service not just at the time of purchase but with our follow-up questions. Thank you Larry for being a huge help! read more

Extremely frustrating experience. I bought a sleeper sofa and scheduled delivery to my new home on the date of my move, planning to use the sofa for my visiting parents to sleep while they helped us. The sofa was delivered to my old address notwithstanding my confirmation email to the contrary. Had to get a hotel for several days because they would not reschedule delivery for ten more days. One person was not apologetic at all. The second person was apologetic but could do nothing to compensate for the problem. read more

Ok, here is the deal: This is NOT a review of Crate & Barrel merchandise, this is purely for customer service at the Market Common location in Clerendon. If you don't like Crate & Barrel furniture, it shouldn't matter, so go read elswhere, you nay-sayer you! Hooray for Crate & Barrel. These guys are the champs at looking out for the customer. Every time my wife and I go in here we are treated like kings by the staff. When I had a piece of furniture delivered to the house (backorder) and it was broken, they apologised and offered to come pick it up and replace it. I ended up just loading it into the car and driving it over and they had a replacement waiting for me at the loading dock! Friendly, professional, and competent. What more could you ask for? read more

I recently was married and registered at crate and barrel and have had a great experience except for at the Clarendon, Virginia location. Their customer service is horrible to say the least. I have made several trips there to exchange or purchase items and each time I wish I had never registered with them. My most recent trip was to exchange a throw rug I had registered for and ask about returning glasses that were on my registry. I told the sales person that several glasses in the set had arrived chipped and they exchanged without any question (great), but after only using them for a couple weeks several have chipped from being in the dishwasher and when getting ice a huge chunk broke off the top of the glass. I explained I was frustrated because I haven't been rough with them and wasn't satisfied. The sales person basically implied I was exaggerating because "these are their top selling glasses and she's never heard of them chipping or breaking easily." She also told me nothing could be done since I had used them. She was nothing but rude. Interesting because when I left the store I called C&B customer service and they told me the sales person "should never have said there is nothing that can be done" and offered to send me store credit for the amount of the glasses. I worked retail for several years at restoration hardware so I can understand the frustration when customers try and return items that have been bought years earlier, but the glasses had been used 2 weeks?? not to mention the money you are making from my registry and you cannot do something about a set of glasses I am unhappy with?!? Ridiculous. I will encourage my friends getting married not to register with crate and barrel and if I need to go into a store again I'll drive the extra miles so I do not have to go to the Clarendon location. It's not worth the frustration. read more

So you shop online from the convenience of your home, you make a rather substantial order, only to have the store rescheduled your delivery twice. And on top of that, you receive the WORST customer service ever imaginable. Love the product, but come on! Train your customer service agents to provide excellent service to the customers, I.e., don't argue with the customer, don't blame the customer, don't make excuses for your errors! WE may not shop here again! read more

Furniture heaven. I come here for inspiration and often times end up buying similar looking items at places I can actually afford. Customer service here is second-to-none, and you can customize almost anything you desire. JeeYoung was super-helpful and printed off the product description of several chairs we were interested in and offered to provide us with fabric swatches. Would recommend saving up for big-ticket items for here (or check out the Alexandria outlet!) as they will certainly last you a while :) read more

Super friendly and helpful staff when pottery barn didn't even offer a greeting. The crate &a barrel staff here helped me pick out the best set of plates and kitchenware for my place. read more

I had such a wonderful experience here. I felt like I had my own personal shopper. The gentlemen that was working with me would listen to everything that I was looking for and would direct me to every choice he could think of and he understood that I had a budget even if I found something that I was in love with. He did his best to make sure I found what I wanted for a good price and not to mention gave me wonderful ideas on how to decorate using the things I had bought that I wasn't planning on doing. Great thoughts for my tiny apartment. I really love Crate and Barrel now! read more

Von L. at this location was incredible. I called ahead because I had several boxes of registry items to return of stuff that wouldn't fit in our DC apartment. Von told me exactly where I could park my huge Tahoe to unload my stuff. Steve at the loading door helped me unload my stuff and bring it downstairs. On top of that, I only had about 20 minutes to get this all done because I had to pick my mom up at DCA. Von managed to return everything I needed and was a great example of customer service. Keep up the great work C&B Arlington! read more

I made the mistake of purchasing a couch from this C&B location without a written warranty. I requested one from their corporate office and they said that they could not provide one, only that they "stand behind their merchandise," whatever that means. Fast forward two years, our dog pees on the couch and ruins two of the cushions. We have it professionally cleaned as recommended by C&B, and still the smell doesn't come out. We call the store and their furniture sales associate says the cores should be covered under warranty, sends the issue to customer service to be processed, and tells me I should hear back in 48 hours. I also called the furniture department of the C&B where we live now in Houston and they also tell me it would be covered under warranty. 72 hours pass so I call the Arlington store again, talk to customer service, and they tell me that the cushions are only covered for deflation or breakdown in the fabric. They further tell me that I will have to buy new cushions and do not address the wrong information about warranty coverage that I was told by the sales associate. I will not buy furniture from C&B again, or any store where I cannot obtain a written warranty that expressly outlines all of the inclusions and exclusions. They clearly don't even train their sales associates on what's covered so how can you even get correct information at time of sale if it's not written? It's a sleazy practice. read more

I came in with the intent to complete my registry, but had the unfortunate experience of being matched with Sherie. She was unapologetically rude and unhelpful until her manager showed up. It is really hard to make free shopping ( I had gift cards from the wedding) go bad, but she did it. She wouldn't let me finish a question and when I asked for a print out of the registry to see who had bought which gifts, she directed me to a qiosk that printed the same registry I could have gotten from googling. I'm updating from one star to three because aside from this one particular person the staff and managers at crate and barrel have been overwhelmingly helpful from registering on. I was just really put off by that behavior. I can't act that way at work. read more

I just had a wonderful experience at the Clarendon Crate & Barrel, I was looking for tiny clear bowls for an up coming bunch, my receipt said Erin, not sure if that was her name, but she was awesome! And, this is not the first time I have had a great experience at this location. This location seems to goes above and beyond to make you feel welcomed, which is the complete opposite of how I have felt over the years at the Tyson's location. Clarendon C&B/Erin please know that the great service you've provided is extremely appreciated. Thanks!!!!!! read more

I normally don't shop and C&B because it's a little expensive for things you can get cheaper at other stores but went because my friend registered there. I didn't know where to begin and the woman at the counter was extremely helpful. She also provided me with a great shipping box, filler paper and a handle for the box. I don't know if that's standard but the service was amazing and will make me think about shopping here in the future. read more

The saleswoman in the furniture department named Ky kept me waiting for 20 minutes. She couldn't be bothered to help me with my purchase. She not attentive to my questions. I guess because she wasn't my original salesperson, she couldn't be bothered. Poor customer service Ky. read more

My boyfriend and I had a great experience at this store as far as customer service. We came in, knew what we wanted, and Keegan M. (one of the sales associates) answered all the questions we had and went above and beyond to ensure we got exactly what we wanted. Keegan then followed up with me via phone and email during the process of order and delivery, which was very reassuring. Definitely recommend going to see Keegan for anything you need at this Crate & Barrel location! read more

I love crate and barrel and also I had a very good experience when I chose things for decorate my apartment :)

Unfortunately we had a bad experience at this store twice! My boyfriend and I went in to purchase two dinning room chairs that we saw were available and in stock on line at the Arlington location. We spoke to an employee who had a head set and told him that we wanted to buy the chairs we saw online. He tried to reach out to find someone else to help us, but was visibly upset when he couldn't find someone else to push us on to, so he said "I guess I will have to help you". At first he denied the chairs were even available without looking. When my boyfriend insisted that they were showing as in stock online, he suggested we order them and come back later. My boyfriend asked if he could just check in the back to see if they were available. It turns out they were. One chair was already assembled and the other just came with the hardware taped on in a plastic bag. We were felt that we were inconveniencing the employee and on several occasions the employee tried to avoid the sale. Then when we got home we noticed that some hardware was missing for the chair that needed to be assembled. We went back to the store a week later and were assisted by three different people. These employees were nicer than the original, however they recommended we call customer service to have the parts ordered. This was terrible customer service as the missing parts were generic things such as bolts and washers. The right thing to do would be to take them from a similar chair in the back, however we ended up making an extra trip to Home Depot and paying for the bolts and washers on top of the costly amount that the chair was. I am going to try a different furniture store in the future based on these poor experiences. read more

Although pricey, Crate & Barrel presents their furniture in elegant and clean displays that make me almost want to drop money every time I come in to browse. I think their selections are a mix of modern and classic, but honestly...not as unique as I can find similar pieces in other high end furniture stores. I give them a high rating for the varieties of accessories and smaller furniture items. read more

I've been a C&B customer for over 25 years - good quality and great customer service. My son, who is now 27 grew up shopping at Crate and Barrel and still is the few places that he will shop for gifts and furniture. Our only complaint - there used to be a wide range of products, especially Christmas decorations, from all over the world. I have some wonderful German nutrackers, Swedish Tomtes, carved wooden animals from Eastern Europe, beautful Hungarian glassware- now everything is made in China, at least as far as the Christmas decorations and many of the other items. I would be thrilled to have the selection that I used to get, and they would have a new loyal generation of shoppers. read more

We are pretty loyal Crate and Barrel customers and even used them for our wedding registry. Yesterday, we purchased some kitchen containers. When we got home, we realized they were too small for what we needed. I took them back to the store today to exchange them for a different size. Me and another woman were standing by the service desk, unnoticed while the staff went on their way boxing things and ignoring customers. Once I made a comment on the service, I was then asked if I needed help. I asked to exchange the containers and was told that I couldn't because they "looked used". I showed them the receipt which showed that I bought them yesterday and told the ladies that the containers were unused. They told me too bad and offered to wrap them for me anyways. Great. So not only could I not return them but I also had to buy new containers, spending more than I had hoped and leaving the store frustrated with the customer service I had received. Next time we will just go to the Container Store next door or Williams Sonoma across the street. read more

My wife and I were ready to buy a new sofa. We found one at Restoration Hardware that we were leaning towards, but we're typically over-analytical (obsessively, sometimes), so we wanted to cross all other options off the list before we pulled the trigger. We went into this particular Crate & Barrel with open minds. I even put an hour on the parking meter just in case we fell in love with a sofa. If we found a couch we liked better, we would have bought it on the spot. But my mind was made for me by the lack of service and condescending looks we got from the staff there. The store wasn't busy, but we were never approached the entire time we were there. I saw other people being helped, so I know the salespeople weren't incapable of interactions with customers. We tried some couches, checked out some of the dimensions on the tags, looked at color options, walked by three (THREE) salespeople who wouldn't even make eye contact, then walked down the escalators and out the front door. Never to return. There's plenty of time left on that meter if someone wants to hurry over there. (When we got home, we called the lady we'd talked to at Restoration Hardware--who was very helpful--and placed our order.) I wasn't that surprised when I got on to write this review and noticed very similar stories from others. read more

None of the furniture is in stock, and it takes far longer than their projected arrival that they have listed on the website. I ordered two book cases that were estimated to be available by early July, and I have been cancelled twice on my delivery. Finally received one today on July 28.. I still don't have the second... they cancelled on the second an hour before delivering. read more

I've been to this Crate and Barrel a few times with decent experiences, but most recently worked with Larry, who took the experience from mediocre to absolutely amazing. From the moment we met, Larry provided excellent information and was clearly invested in helping make our space look great. Larry went above and beyond by looking at pictures of our space, providing extensive recommendations, and showing us a variety of different options for chairs, side tables, and carpets that would work well in our space. Thank you, Larry, for making our experience absolutely great! I will likely return to Crate and Barrel in the near future and will definitely be asking for Larry! read more

I recently redid my living room and bedroom with crate and barrel furniture and I couldn't be happier! Great customer service when I needed to return items, and super helpful staff. Love this store! read more

After a month-long saga, we finally walked away from this store with nothing but useless parking fees and severe disappointment. We first walked in to the Arlington store excited because we were buying the first pieces of furniture for our new home: TWO new silver spin stools. We ordered them in store with the furniture department, and they assured us that the stools would be in store "within two weeks." This is what they wrote on the receipt. Two weeks later, no stools. Two and a half weeks later, no stools. Three weeks later, we have ONE stool. Then, we realize that the one stool is a bit tall for our kitchen island, so we call them again and they tell us that we will get our new counter height stools re-ordered within two weeks. We called yesterday just shy of two weeks just to make sure that they would be in in a timely manner. The lady on the phone told us that they were already here so we could come pick them up at any time. We thought: finally, we can pick them up and this will all be over. Today, we went to pick up our two counter height spin stools. Surprise, surprise. They're not there, despite our conversation on the phone the night before. The staff was incompetent, yet kept apologizing to us because they knew exactly how much they had messed up. Once loyal customers are now never shopping at Crate and Barrel again. read more

Stopped by after work the other evening and I'm happy to note that service has improved considerably. I was greeted multiple times at various points in the store, and all sales associates seemed very genuine. read more

I'm a huge fan of C&B and have been for a long time, ever since I was in college and could barely afford the sale items! Thankfully, I've grown up now and can afford some of the many things I have fallen in love with over the years, including my uber comfortable couch. When it came time to make the purchase, we stopped in at this particular C&B, and stumbled across Larry. I'm sure there are many words to describe him, but outstanding will be my word of choice to sum him up. He was extremely patient, knowledgable, and one of the most customer-service oriented individuals I have ever met. He took the time to figure out a C&B credit card issue for us, give us options, the works. The couch was not a minimal purchase for me, and he made the purchasing process go smoothly and hassle free. Delivery of the couch was equally as pleasant - the men were prompt, courteous, efficient, and didn't damage the merchandise nor the house as they worked the couch through the front door. I've experienced great customer service at other C&Bs, but if you need furniture - go see Larry. read more

I ordered the Lounge 2 sectional with great tripidation based on reviews of Crate and Barrel esp when it comes to customer service and delivery. I looked for months but could not find a relaxed imformal tv/family room couch that was comfy. I almost bought a brand that has a much better reputation for quality- but it was formal. We took one last look at the Lounge 2 and decided to buy it regardless. I had very low expectations based on reviews that it would show up late, that I would take several days off from work for then to say JK- not really here etc. But wrong! everything went great. It came earlier than expected -the first time, delivery people were great and no damage. A couple days later I did note a knot in the fabric and they were fablulous! They contacted me right away and sent a tech over a hour away and fixed it in minutes. Could not be more pleased wirh the Crate and Barrel Arlington VA Claredaon. Now the couch is not as comfy as the one in the store- not sure if it has to be broken is or if it because we changed the couch to the petite because we have a skinny room. I am 5 ft 2 inches and the regular version comes to the back of my ankles when I sit in it and I was afraid the full size would close up the room. Crossing my fingers it will feel like the store model soom. Not having a issue with feathers like the reviews I read about. read more

This post is in regards to a negative experience regarding customer service at the Clarendon store. I bought a floor sample dining table last weekend. The associate, Suzanne, was wonderful. She pulled up the delivery calendar on turned the monitor so I could see it. They had availability to deliver it during the week but I couldn't do that with work so I scheduled it for today, Saturday. She accidentally scheduled it for NEXT Saturday. It did not occur to me until today and only because no one had called to confirm the time. I called the store, explained to the customer service manager what happened, and he laughed at me in a really derogatory way when I said I'd like it delivered today. "I can tell you that's not going to happen." He told me I was basically out of luck because I signed off on the receipt which shows the delivery date. Correct, it does, but I never even saw that. It's at the bottom in very small print and when Suzanne went over the receipt with me it was just to go over the non return policy that applied to floor samples. I can tell you not even Suzanne realized she scheduled delivery for the wrong date because we talked about this weekend a couple of times in our conversation. The customer service manager said he would talk to her today at 1:00 when she got in "to get her side of the story". Great, it was going to turn into a he said/she said thing. He called me back at 3:00 and said she called in sick. My options were to pick it up from the Hanover, Maryland warehouse or keep the Feb 4 delivery date. I asked for a refund of the $89 delivery charge and he actually said, "why should we give you a refund when we are still delivering the table?" Because your store made a mistake on the delivery date! He said sorry there was nothing he could do. Crate & Barrel, unless I receive a refund you have lost a customer. Mike, Arlington VA read more

My Husband and I set up our registry in crate and barrel, we have always been big fans of your edgy and beautiful designs. Our registry was set up in January, our wedding was on February 6th, we kept receiving gifts from our registry until a few days ago,,, many people got us more than what we have asked for in our registry, for example, we got two blender, two sets of plates and bowls .. etc and LOTS of vases, so we decided to return some of the gifts. we visited the crate and barrel store in Arlington, VA, and asked to return some of our gifts and get a refund (which we were told we could do when we set up or registry). the ladies who "helped" us, Beth and Stacie, were extremely RUDE. they told us we cannot get a refund and that many people were taking advantage of that service so they changed their refund policy. we explained the reason why we want to return some of our gifts very calmly, yet, they were very angry and attacking us and they were like: Oh, You want to return ALL your gifts and get cash back.. You want to TAKE ADVANTAGE of us and because of people like you we stopped doing that, So is that why you guys had your registry with us so you can make cash? i found them to be extremely rude and disrespectful. they had a list of our registry items, and had they bothered looking at it, they could've seen that we were returning 9 items from our registry and kept everything else. we got gift cards for the value of the gifts rather than cash which was what we had to get due to the fact that our registry was set before the policy change and we were told we can get cash in case of a return. we never received a notice email like Stacie claimed, and also were treated in a very rude manner and we were very disappointed. i personally will never purchase anything ever again from crate and barrel, and i truly hope that Stacie and Beth are held responsible for the disrespectful attitude towards costumers. read more

Found a great chair here and was very excited. The purchase and delivery process was mediocre -- it took forever to pay for this and scheduling delivery was a bit of a hassle. read more

This branch is as good as the others. I like that C&B seems to have a really consistent level of professionalism. If something isn't in stock, the salespeople can easily procure it from elsewhere and setting up delivery is very painless. The staff are somewhat harried and impersonal-- it's a busy store and probably services tons of yuppies living anywhere between Clarendon and Ballston-- but they are knowledgeable and pleasant. Convenient location. read more

Just had to follow up on the great recommendation on Larry M in the Clarendon C&B store in Virginia. Don't care where we are in the country, I call Larry for help with furniture purchases and decorating advice - just left a message for him and it has been 3 years since we ordered anything from C&B but it is my go to store. Great design, great quality, good sales and then there is Larry! Oh, and I forgot to mention the great glassware. C&B is full of great inspiration. Two thumbs up. Suzy read more

Great customer service, just took a little while to find an associate but once I was helped she was very friendly and couldn't do enough for me! read more