The reviews on customer service at this Crate & Barrel are spot on! I've been to this location several times, but today, was the worst. I went in with an intention of buying some new kitchen supplies and a leaning chest for a wine cabinet. I was wearing workout clothes & tennis shoes.. Which made every staff member look me up & down twice. I asked one of the employees if they delivered and she then said "well yes sweetie, if you actually buy something." Not sure what that meant due to her rude tone, but I was very turned off. I walked around for a few more minutes and then decided to leave because I was so aggravated at the employees. I headed over to Austin Furniture Depot to make the purchase with much better customer service! Teach these employees how to smile!! read more

It's so frustrating that this is the only alternative to Pottery Barn. Average overpriced product, ridiculously long fulfillment times, poor delivery service and just a bad customer experience in general. I spent $15,000 and got treated like I was shopping at Walmart. And that was from the General Manager (Leanne). My sofa was stained, items that were supposed to be assembled weren't and my delivery time was screwed up. So far they haven't resolved my stained sofa and I'm still waiting on items to be shipped. They said "maybe in 6 weeks". They provide no value at all at the store. Might as well buy online if you're going to shop here. At least you know there won't be any service. I won't be shopping here anymore. read more

We received a ton of CB stuff for our wedding. Unfortunately, many of the items we received were broken during shipping, maybe 10% of the packages we received had damaged goods. Because of that, I came to this location to exchange items about once a week for probably 6 weeks, and each time the staff were incredibly friendly and helpful. I started to get a bit frustrated when I opened the third or fourth package of broken items, but I was comforted by the fact that I knew I could count on the people here to remedy the situation without much fuss. read more

Terrible customer service and return policy. I received a gift for Christmas that was a duplicate. I tried to exchange it for something else or a store credit and they wouldn't exchange it because I didn't have a gift receipt. The item was only something that Crate and Barrel sells, it was on display right in front of the register, was in a Crate and Barrel box, and had a Crate and Barrel price tag on it. Crate and Barrel really needs to take customer service lessons from Nordstrom's, Target, or any other retailer; most retailers will let you exchange an item, especially at Christmas. I will not be shopping here; there are a lot of other options like Pottery Barn, Sur La Table, and Williams Sonoma. read more

Happen to love the styles Crate & Barrel offer, but a bit disheartened with the customer service. Be leery if an item is back-ordered. While you are confidently told that you will be contacted once the item is in the store, please know that their service stops once you give them your money. You WILL have to call back to confirm whether they are storing your furniture or not. A hassle I will not spend money on again read more

Nice stuff, but they open at *noon* on Sunday? C'mon, this is 2013! And so I went elsewhere to look for my needed kitchen gadgetry, some place that realizes I don't want to spend my Sunday morning waiting around... read more

Last time I shop here!!! Never get help just quick and polite hellos. Even while waiting at the register with a basket full of things I saw 5 employees standing around doing nothing and two more helping ONE person. After. Standing there five minutes I had to ASK some one if they weren't too busy (mind you I was one of three customers in the entire store) to check me out. Even after I complained to the manager it clearly fell on deaf ears. Plenty of other, less expensive places to take my business- who would do do so gladly. Stop profiling your customers crate and barrel! read more

Wow! My order number is 133866026 from CB2. I ordered online. I know, its cheaper buying at CB2. But come on, the first time our table was scheduled for delivery, it arrived broken. The second time, they called and said I should be here waiting on a Saturday between 2 and 4 pm. Nobody came. Nobody called. No apologies. Now, on both occasions, I had to call the company to reschedule delivery. It has been a nightmare. I know what Crate and Barrel is trying to do with CB2, but I don't think it will be accomplished if they keep damaging their brand. Let's see if the third time I can get my cheap table. read more

I like Crate and Barrel. Some of their stuff, especially furniture, is on the pricey side, but as far as I can tell, it's good quality. But a lot of their other items seem priced quite reasonably. Service I have gotten there has always been helpful, not pushy. If you don't know their style, check their webpage. A lot of their stuff has clean lines, which I like. Nothing is super modern or super vintage looking, but some stuff tries (it's usually a seasonal item). Nothing is really cutesy either which is great. Speaking of seasonal items: they have A LOT of seasonal items. And I'm not talking Christmas. A lot of dining accessories (table lines, vases, etc) will come in different colors/patterns that are only available for a particular season (ie -- lots of pastel stuff was out for spring -- it probably won't be there in, say, September; summer brings out a lot of plastic outdoor dining stuff.). The very interesting thing I learned while shopping there last time is this: They do NOT stock any of their bed linens or curtains. BUT if you order it from them via the store they will ship it to you for FREE. Yay! So if you are interested in say, sheets or a duvet cover, you can usually check it out on a display there in the store and then get it shipped to your door in a couple days (it took my order less than a week). I *think* you may also be able to place the order with the store via phone (to save you the trip) but I'm not positive. I was disappointed initially that I couldn't pick up what I was looking for that day, but the service was so good and my item arrived so quickly, I didn't mind. Besides, it was nice to see what I was ordering in person before I ordered it. UPDATE (10/28) -- Bumping up from 4 stars to 5 stars. We registered here for our wedding and I have to say service -- here at the store and on the phone -- is top notch. They have EXCELLENT customer service -- we received a couple damaged items shipped to us off the registry and getting them replaced was absolutely ZERO hassle. And when we were taking the registry gun around the store, there were always people to help and answer all our questions (thanks, knife guy!), but they were never pushy or over bearing (ahem, other guy at some other store we registered at). read more

So, you're another brick and mortar store selling household goods. Most everything there you can get somewhere else, so what makes the difference? Service or Price. We went looking for a bed, and in this case the full-sized bed we wanted we only found there, though higher than any comp we'd looked at. The salesgirl got snarky with us when she rang the bed up at double the cost and I asked her about it. Finally after trying to ring the transaction up or 10+ minutes, she gave up and handed it to someone else. Then, it's $80 to deliver, but not set up. Every other furniture store in Austin will set up, but this one just drops the boxes on your doorstep. Which would be ok, but the price suggests a higher service level. Unless I have no other choice, I'll go across the parking lot to Star.... read more

My husband and I created our wedding registry at Crate & Barrel. Kitchen/dining ware was our main focus. The store itself is fun to shop in - I just wish more of the employees knew their products. The reason I am giving it four stars rather than five is because the dishes that we chose discontinued. I went in and chose another set, and those soon discontinued as well. Apparently, contrary to previous years, Crate & Barrel has a higher turn-over with their dish sets due to customer preference. The employees that helped me originally and even the second time did not inform me about the items they were selling me. Had I known that the chosen dishes would discontinue, I obviously would not have spent time in choosing them or put them on my registry. While it was frustrating to have to go in multiple times to return dishes and chose something else, I met Debra. Debra is the reason my Crate & Barrel experience was saved. Debra has worked with Crate & Barrel around six years. In less than 20 minutes, she had me at ease because she knew everything there was to know about their dining ware. From the creating process (i.e. materials, how long the material was fired, etc.), quality, available use (i.e. dishwasher safe, microwave safe, oven safe up to 220 degrees, etc), availability, Debra was a goldmine of information. She's really patient and listens to what you have to say. That means a lot to me with customer service these days. She bent over backwards to really make my experience a better one. She worked with me to help me chose a dish set of quality; one that would last me for years. She helped me pick a classic style of bone china. This style had been discontinued but is being brought back by popular demand. It hadn't even been publicly announced that it was being brought back and Debra pulled strings to make sure I'd be one the first to receive it. It's really quite lovely. Debra and the staff at Crate and Barrel even extended the length of a sale, so I was able to take advantage of the 20% dishware sale. I'm really grateful that Crate & Barrel had her on staff. If it hadn't have been for her, I probably would have not had returned. She took my experience from a 1 to a 4 star rating. If you want honest, detailed information about what your buying at Crate & Barrel, work with Debra! Otherwise, take time and really ask the employees questions about what they're selling. read more

Staff there are rude, look down their nose if you ask for any sales...love product, but won't be going back. Would rather shop at a local retailer who likes their job. read more

Big store. Nicely lit without being oppressive. Employees are here helpful, and pleasantly not overly imposing with some stalker-ish need to recommend things like I have sometimes encountered at other kinds of stores. Both Janice and Jill sold me some items and were friendly and easy to work with. I never felt obnoxious up-sale pressure. Janice gave me some washing tips (add vinegar) and checked to see if my bedspread would be in stock down the road if I wanted matching elements. I was picky with some items (some had marks or rough edges), and Jill made sure I was happy with the alternatives I requested. One of those items I bought an item on clearance, and then found it was reduced even further by 25% within 72 hours. I came back and mentioned it and they said it was no problem as long as I had my receipt and it was within 14 days. Cool! Much easier process than going through my credit card company and providing a billion pieces of evidence, then having to wait a month or whatever for it to "process". The closing hours are a little earlier than most stores, so check before you head over. Maybe that helps keeps the employees sane and explains their genuine cheerfulness. read more

I hate shopping at places like this. Too many options for me to choose from especially when buying gifts for co-workers. One of the women working saw that I was confused and she helped me with everything so I got out of the store quickly. Everyone loved the gifts. read more

We unexpectedly stopped by Crate and Barrel today and had the best experience. I inquired about very specific items and the team helped me find exactly what I needed while one rep helped me with Father's Day gift purchases. Our puppy had an impromptu play date in the store during our visit which was a bonus and not frowned upon by the staff or shoppers. From start to finish, our visit was great. read more

I broke one of my roommates champagne glasses, and couldn't find it on their website to replace it. I called the store, not knowing the name of the glass, but I was able to describe it. The woman helping me knew exactly what I was talking about and quickly got me the sku so that I could order it. She made it super easy!! read more

We registered at Crate and Barrel for our wedding and they were fantastic. I'm very happy with everything we chose and the way that their registry system worked. This store is a really nice place to shop and the staff are helpful. read more

Never again. Spent $1700 on a dining table and four chairs and another $100 on shipping. First, they don't tell you until after you order that shipping from Austin to San Antonio only occurs on Thursdays, and you must be present for the delivery. Also they can't tell you what time they deliver until a day before. So if you have a job like most people, expect to be forced to request the day off. My wife did as such and accepted delivery two weeks later and noticed the table was unbalanced. She mentioned it to the delivery folk who kindly told her it was probably just the floor. On my inspection, it turns out one of the tables legs is over HALF AN INCH longer than the rest. Wonderful! The chairs appear to be missing two rubber stoppers that prevent scratching. And they clearly lost or ran out of bolts to use when they were putting it together and decided it appropriate to use a different colored, different length flat head screw instead of finding an original hex. It's beyond disappointing that for $1700, you get a crooked table piecemealed together and chairs with missing parts. For that money you expect some level of quality and craftsmanship. Returning it all is equally as frustrating and time wasting. 45 minutes wait on the phone to tell me it will be another two weeks before pickup. I decided to drag it down to the return center an hour and a half away and spent two hours waiting while they tried to process the paperwork for a return. I sat around listening to the confused employees trying to figure out what to do before I gave up and left. Customer service and quality at its worst. I'm taking my money and going straight to ikea where I know what I'm purchasing. Never ever again would I buy from or recommend C&B to anyone. Ever.. Buyer beware. read more

The delivery service for Crate & Barrel was so bad I opted not to buy a couch that I had been eyeing for weeks online, in the showroom, and after I started the transaction to buy the couch in the store. What got me is their Catch 22 policy of charging you extra if you have to change your delivery date less than three days before the delivery. The ironic part is, their policy is to call you two days before your delivery to tell (not ask) you when they will show up. So, if I had to change the time or date, I get charged because, as the sales clerk told me, they have to reschedule their deliveries. Big deal! What is the delivery fee for anyway? This sort of nickel and diming after a major purchase totally turned me off and made me walk away. read more

We had an extremely unpleasant experience at this store. We had to hunt down someone to help us, and after finding someone, the person walked away and didn't follow through. We have shopped at Crate and Barrel in other cities and always found the sales staff to be helpful. The people who work at this store seem to be miserable working there and very unmotivated to sell. It's too bad since we had money to spend! read more

I bought a gorgeous chair that was in a higher price range fro the store. It came on time, but had 2 defects and 1 was rather large. They apologized and were very polite, but it took over 3 mths to resolve and NOONE ever followed through after speaking with me. I had to repeatedly call for things like: order me a new one, has it been ordered yet, when is it coming, why didn't it come, when is it coming now, why isn't it here yet, when is it coming now (this went on for quite some time), Oh, I can use the defective chair until mine comes in?!? Why did it take 6 wks to tell me?!? new chair has been sitting at your warehouse for 3 weeks? why hasn't it been delivered!, there is no upholstery guard on the new one, remember how I was repeatedly told I'd get a gift card? (still waiting on that one!). The product is nice as are the employees, but it was such a headache and I had to do way too much work. In this price range I expect much better service. read more

wow, this is like organization heaven for me...im like and ocd on organization and boy its really good place to pic and reasonable prices.

very nice store and very nice employees and they have a nice patio section upstairs just a great store

I love this store. The airy feel of the building makes shopping such a pleasure. The staff is not always up to par and some of their stuff is unorganized, but it is a beautiful place. read more

They've got good-looking stuff, but it's much too expensive.

I agree with Austin C's comments. We met Glenn earlier this year when looking at new furniture for our first new place. He's been great and we don't deal with anyone else. He took care of 2 chairs that were damaged at delivery and some shipping issues too. Just ask for him, he'll take care of you. read more

I really like Crate and Barrel's products, even if they are more pricey than I'd like, but their delivery service needs some serious work. I ordered a sleeper sofa this summer and it was initially scheduled to be delivered two weeks ago. The day of the delivery, I got a call saying that the truck that was supposed to deliver my sofa to their warehouse had gone missing (??!) and my delivery needed to be rescheduled. A bit disappointing, but no biggie, it happens. I was contacted a few days later and rescheduled for today. I got a call this week saying that the truck would come between 8:30-10:30am. Well, I couldn't be home during that time, but not wanting to reschedule again, I persuaded my mother to drive into town to meet the delivery van for me. I get back from dropping off my kid at 11am and...no sofa. I called CB to see what the deal was, and was told that they'd look into it and call back. A few minutes later I got a call saying that my sofa was not in fact at the warehouse and thus couldn't actually be delivered today. I'm not sure why a delivery was scheduled for an item that wasn't actually present at the warehouse, and why no one was notified. It seems like there must be some sort of communication breakdown between the factory, warehouse, delivery company, and store. I'm pretty irritated that my mom wasted her morning waiting for a truck that never arrived (not to mention the gas she wasted getting here and back). I'm also not thrilled that I moved all of the other furniture in the room out of the way, and now need to put it all back - but hey, it was good exercise. Also, we're having family visit this weekend and expected to have a sleeper sofa to put them on, but now we're scrambling to find a solution (which may or may not include my kid's top bunk). Fortunately CB did say they'll refund the delivery fee, so that's something. Again, I get it, stuff happens, but I expect more from a company that charges several thousand dollars for its furniture. If it were a $200 Ikea sofa it might be a different story. read more

Their merchandise is attractive and presented well. However once they have your money, you will be extremely and incredibly lucky if they actually bother to deliver your larger purchases! Having taken my $2,700+, they promised delivery of a patio table and a sectional sofa in ten days, namely on September 18th. When the day came, they called that morning to say they did not have the sofa after all. But they re-promised delivery in another ten days, on September 28th. A few days before the 28th they called again to say they did not have the sofa. This time the customer rep "thought" they might be able to possibly promise delivery on October 14th. Note the string of broken promises -- and the ever-lengthening estimates of a future delivery date: "ten days", "just another ten days we promise", and "maybe in another 16 days or so"! Having been through this sad sequence before with them -- and it can take MONTHS -- I decided enough was enough. I cancelled my entire order. Never buy ANYTHING from Crate & Barrel requiring a delivery. After they have your money, they seem to have very little motivation to send any of it to the Chinese factory actually making your item. read more

Ordered 3 items from wedding registry online. Received email stating order was ready. My bank account was charged the same day. Received voice-mail that evening stating even though item was listed as in stock, it was not and could not be ordered. My daughter trekked to Austin from Georgetown and was told items for that order had been cancelled. My daughter told them one item wasn't in stock but the other two were in stock. Clerk said all three items were cancelled. Received another email stating order had been changed and all three items had been cancelled. Called to check on my refund since I was charged for an order that was never filled and found out that two of my items were on hold. Why hadn't the clerk my daughter checked with been able to find those two items and oh, we're sorry but the refund will take 3-5 business days. Not very please with being charged for an order that was never filled and then having to wait 3-5 business days to get my money back. Policy is policy. read more