Cheap materials used on their supposed quality furniture..!!! Their vendors build rubbish, no quality control and C&B mark it up ridiculously to pay for their over glorified retail spaces. read more

What a terrible visit to the to Crate & Barrel at South Coast Plaza. I was originally at the Beverly Hills location, however they did not have the sectional I went to see on display. The lady was kind enough to see which location may have it. After looking she mentions it's the South Coast Plaza location and advised to call prior to making the drive to confirm it was on display. I then called the store and spoke to a rep, the lady who answered the phone at South Coast Plaza's Crate & Barrel location said they do have the couch on display after checking the floor. So I decide to make the drive of another hour to OC from Beverly Hills as I wanted to confirm the color and firmness of the sectional before ordering it. I get to the C&B at the South Coast Plaza, no one asks if I need help when I'm walking around looking at the tags to see which couch it may be. Finally, I go up to the counter to ask for help, the lady goes she in the middle of helping another customer so she will get someone to help me, 30 mins go by and still no one has come to help. I then walk to another counter and the gentleman is rushing past me and I asked if he can help me, he then to says he will get someone to assist me. I let him know I'm just looking for this sectional on display, when he proceeds to tell me that they in fact don't have it on display and doesn't know who would have said it because they haven't received the piece or any swatches for the material. He walked away after stating this information and no one ever came to help or assist in finding an option. I waited for an additional 30 minutes browsing until I decided to leave and look at other furniture stores. In this case, I didn't have to walk to far as there is West Elm, Pottery Barn and RH just a few steps away. read more

The staff here is so helpful and friendly! The man who checked me out at the register was so beyond kind! I don't remember what his name was, but it started with the letter J. I bought some flower stems, and he informed me that the 'bunch' I got actually came with 3 stems instead of 1, and that the other two must've gotten loose. He ran back and grabbed me two more stems for my bunch. I would've have never known that it came with 3 if it weren't for him! I also bought a couple vases and a table runner, and he nicely wrapped each item up in a bunch of paper so they wouldn't break on my way home. Thank you so much for your kindness! Will be returning! read more

Oh wow! What can I say. I've never been to a Crate and Barrel in my life and I'm shocked I never had because this is my home goods heaven. My fiance and I thought we had registered for enough trough Amazon and Bed,Bath&Beyond but boy was I wrong. This place has everything and more and it was so easy to scan items with my phone and add them to our list! I'm not sure if I would have done any of this without Connie's help. She was so unbelievably sweet and helped us through the whole process. We were on a time crunch and she helped us and got us started so quickly! read more

Until today, I loved visiting c&b showrooms, extending our SoCal trip to make sure we had time to stop in. Will certainly never return to this store based on what just happened. Walking through to the kids section with my 4 year old. She went to sit on a chair just next to the kids section and didn't notice a customer left her purse (wicker basket with colorful flowers ) in the chair. (Customer was maybe 10 feet away). Customer's husband proceeds to start shouting at my kid. She ran from the chair and looked so sad that we left within minutes after advising one of the sales leads at the front). Now the store is not responsible for customer behavior but two associates were assisting the couple and watched this happen. No attempt to intervene or make any attempt to address with me once we walked away - not after we walked further into kids section nor once I turned around to leave. Any store that has no issue with a customer shouting at a child for going near what looked like a toy near the kids section won't get a dime from me. read more

This is a great store. First of all, there is so much on display so you really get some good ideas while walking through the store. Secondly, the salespeople are very friendly. The greet you when entering the store but are not pushy or hover over you. I ended up getting the Basque dining table which has a slightly distressed wood finish to it and warm wood tones. Delivery was pretty quick and hassle free. I get so many compliments on the piece. Love my table and very happy with service. read more

Crate & Barrel - Coffee table - Furniture Stores Near Me - Costa Mesa, California

Christine (or Kris) helped me out a lot. I had to bake last minute thanksgiving cookies so I couldn't amazon anything and they had one turkey cookie cutter left. Christine searched the store for it and held onto it until I arrived. Excellent customer service. read more

Love Love Love Crate & Barrel, but not to sure if I can afford everything I want. This store is awesome and one of the main reasons I registered here for our wedding. Crate & Barrel beat out Macy's hands down when it came to my choice of were I wanted to register. This store is organized, clean, friendly staff and a wide selection from furniture to glasses to cooking ware. Parking lot can be a pain if really crowded. read more

Crate & Barrel - Furniture Stores Near Me - Costa Mesa, California

I can't really complain about this place. The place is always clean, has great display of their stuff. The price range for items can be debatable, but I guess they are catering to an upper middle class that see these prices whether it be on or off. I actually am registering for this place for our wedding and it was pretty fun scanning things with your phone. I can scan things for days. I start thinking about all the things I can get as if I scan it and it's mine. The idea of scanning is like an imaginary playground of stuff you can get for free. Unfortunately that's not the case. I do have to come back to complete the adding items to the list. One can only hope my fiance gets her espresso machine that is uber expensive. Thanks! read more

This review is about my absolutely absurd recent Crate & Barrel experience. We ordered a lamp in August, for pickup at the store. When it arrived a few weeks later, drove to the store, picked it up, and hauled it home. DAMAGED. Okay, it happens. Loaded it back up, drove it back to the store, told them it was damaged. A week or so later, notified that replacement had arrived. So drove back to the store, picked up "replacement," hauled it home. THE EXACT SAME DAMAGED LAMP. We could tell bc we half-&$@ repacked it, thinking they would just trash it - bc it was in fact garbage. But instead, they just put it back on the shelf, hoping to pawn off on some poor shmuck who didn't have the time to return it. Called the store, told them they would need to come get it themselves this time - store said wasn't worth their money to pick up, so we could just trash it, and that they would ship us a replacement. A week or so later, replacement arrived via UPS to work (can't get packages at home), so hauled it home a third time and - you guessed it - AGAIN, DAMAGED. A different damaged lamp at least, since #1/2 was still sitting in a box in our living room. But #3 looked like it had been repacked by some other poor customer, so again Crate & Barrel was just trying to pawn off damaged goods at full price. So called store, again - probably should have just given up, but the lamp was perfect next to our chair! - so tried again. This time, told we would need to return both #1/2 and #3 (not worth their money to pick up, but think nothing of asking us to haul it back for them for free...hmmm), and told again they would deliver a replacement. A few weeks later, replacement arrived to work, hauled it home for the fourth time, and - yep - YET AGAIN, DAMAGED. And also looked like it had been previously unpacked, repacked, and returned. At this point, it's clear that Crate & Barrel was just circulating and recirculating left over crap (or maybe floor samples?), knowing damaged, but hoping to pass the loss off on some poor customer. So, pack up #1/2, #3, and #4 - all of them trash - and haul back to the store one last time for a refund. Got another lamp at Room and Board instead. read more

Getting married=time to upgrade the goods! My fiancé and I had been living together for quite sometime and were honestly not even sure if we were going to create a registry but decided to make one anyway. I chose Crate and Barrel because of the private events they have every weekend for newlyweds. You get the store to yourselves and other couples for two hours and get to go to town. They also have light refreshments and employees to help you out with questions. I would highly recommend doing this! They had a ton of items to choose from, mainly for the kitchen and entertaining. All sorts of price points and really classic looks. I found a lot of things to add that I loved. I wouldn't recommend this store for towels or bedding though. Not much selection and didn't really like what they had to offer. But for cookware, plate ware, kitchenware and small appliances this place was awesome! I also loved how they did have too many of each item so you didn't get overwhelmed. They sent us off with a parting gift too and I thought that was a nice touch. Back to wedding planning I go! read more

Crate and Barrel is a dangerous place to visit when you've got credit cards ;-) I really like this store, and Crate and Barrel in general. More often than not, I walk out of here with a couple of big shopping bags full of things I don't really want, and had no clue that I needed until I went browsing around this store... C&B is a good alternative to Williams Sonoma or Sur La Table for a lot of things, however it's not particularly competitive in the cookware department. On the plus side, it's a really good place to buy gadgets, trays, stemware, and cutlery :-) read more

When I'm buing kitchen supplies, this is the place I come most often. The staff is both helpful and super friendly! They never hesitate to advise you about what the products offer the best value, or to give personal advice. Crate and Barrel carries a wide range of glassware; everthing here is displayed pleasantly and well organized. read more

We moved into a new home and needed a considerable amount of new furniture. Our salesperson, Ed Dang, was incredible and made this daunting task fun and enjoyable. He was knowledgable and honest and provided a lot of great feedback on the various pieces we were considering. He also stayed involved in the process post sale making sure everything went smoothly. Thanks Ed! We love everything we purchased! read more

I have always been a fan of Crate and Barrel and got most of my kitchenware and furnitures here. But this place have the worst customer service, the 2 people by register keep accusing me of return a used kettle when it clearly looks brand new and never use once. I order it online and did not like the way the lid open, so I put it right back in it original box and return it in the next couple of days. Didn't even plug in or pour water in it once, I know I would return it right away so why would I even try. But the 2 ladies there keep pointing out things that not there and accusing me of using it when it clearly unused. After going back and forth for a while they still would not give me a refund but a store credit with the worst attitude. I feel deeply disrespectful from those 2 people there and just give away my store credit to my friend rather than buying anything from them ever again. I have never write a bad review before but I just hated when being accused from something I didn't do. read more

Ordered a table, they said it was in stock in the warehouse, so we called to schedule a delivery. This was the end of December. We called, scheduled the delivery, beginning of February; on the day of delivery, they called and said it didn't make it onto the truck. This happened 2 more times. Table wouldn't be delivered until end of March. Needless to say, I cancelled my order, will never order anything from them again and encourage everyone to not order or shop at crate and barrel....... read more

It is great here! The smiling helpful staff, the fully stocked merchandise, and of course the sale helps :) I had such a pleasant experience here and will definitely think of this location next time I'm looking for home appliances. read more

I placed an order in April and have not received it yet. I can understand delays due to the pandemic, however, there's no excuse for poor customer service. I heard back after an initial inquiry in June with a estimated delivery date of 14 days. I have still not received the order and worse yet, no response to subsequent emails. I will not be ordering from Crate and Barrel again and will encourage others to shop elsewhere. read more

I went to this location to setup my wedding registry with my fiancé and the service that we received was beyond exceptional. Carlos was the representative that helped us setup our registry and he went above and beyond. He took the time to get to know us and made sure that we were taken care of. He walked us through the whole store and explained to us how each item in the store would fit into our home. What an amazing experience! We will be sure to come back to this location and look for Carlos when we do. read more

after eight months of Crate and Barrel using my money. Three delivery date changes. trying to deliver parcel delivery's losing parts of my order trying to reschedule multiple time and never able to deliver a complete order. trying to patronize the customer on the phone to give one more chance after chance and so on. what a total disaster. order canceled. this company is a total cluster i have never seen this level of incompetence. I will never do business with them again. This was a white glove delivery. what a joke. WEH read more

Gene B is the queen bee. He's so helpful, gave lots of tips in taking care of my new teak table, and even helped me with a loaner table due to extended delivery time. Thanks Gene! read more

Very nice rug, but a little more story to get the rug. Ordered a rug from them last Wednesday, they promised that it will be ready for pickup on Monday. I called Monday at 10am, they said they won't know if the rug is available until 1pm. Call 1pm again, they said my order has some problem, so basically my rug is not being ordered. They said my order is not yet being paid, I actually went to the store right after my call and present them my receipt. They are still saying there is something wrong in their system and don't know when my rug will be. They have to submit a ticket to help desk. God will know when they will let me know they have re-ordered my rug. Called on Tuesday morning, still no feedback and saying that they will call me back. You have to regularly to check the status with them. Follow up: Finally got the rugs about five days later. Very nice rug, but the system issue is a little disappointed. This is a very special case, I believe most of the order should be very smoothie. After receiving the rug, I would still recommend Crate and Barrel. Very satisfied with the rug. read more

Went to this location looking for a leather sofa. A female associate asked if we needed help, and we explained what we were looking for. She said she would be right back- we sat and waited probably 10 minutes and she never came back. We got up and stayed in the area in case she returned, and she walked right passed us to join a group of other associates chattering. We walked out really disappointed. read more

Ivan Mansilla is one of the best sales associates I I have ever met in my life! He works in the furniture department at the Bear Street Crate and Barrel in Costa Mesa. He has helped me with a lot of my purchases with utmost patience . He is very professional and knowledgeable as well. I am very thankful for all his help!!!! He has made my cross country move a bit easier!! Thanks,Ivan Mansilla!! read more

Jeffrey Kim of South Coast Plaza's Crate & Barrel, yes, I am calling you out! You are a ROCK STAR at customer service. My issue was really minute, both in price and size of the product, but you treated me with such attention that it really made my day! I have long been a fan of Crate & Barrel and this interaction made me want to shop there even more! read more

it appears crate & barrel does not accurately forecast demand for certain items of furniture or more likely contract with poor performing vendors. it is very frustrating getting text messages that your order is delayed and we are working with our vendors to get you your product. read more

Endlessly window shopping and left wanting at Crate & Barrel begs the question: Is it possible to have a furniture orgasm? Like any orgasm, a furniture orgasm requires the right circumstances, scenarios (if you're into that), and the right person. However, my furniture orgasm at Crate & Barrel has been left unfulfilled for several years. For as long as I've even cared about furniture, I've wanted this mahogany sleigh bed from Crate & Barrel to no avail. I've never had the right circumstances (i.e. money), scenarios (i.e. holiday sales), and nor has the right person at Crate & Barrel ever been able to help me - until last Memorial Day weekend! Yes folks, while Crate and Barrel didn't have an official Memorial Day sale, in the spirit of the weekend, their fabulous customer service made it so! I finally bought that bed I've always wanted, and with the help of Leslie, I was able to get a matching nightstand and one of those cool, modern lamps to go with! Leslie was extremely helpful with suggestions and advice, and even helped me bring just about every type of lamp over - just to see how it'd "look" with the whole setup! When all was said and done, Leslie ended up giving me 15% off on all items and threw in free delivery. She knew I'd been having inevitable sticker shock for years, and this really took the whole edge off. Note that this type of deal isn't advertised, so this may not be the Crate & Barrel standard way of doing things. But either way, I'm extremely grateful! Overall, for the love of God and baby Jesus, don't ever give up on your pipe dream of sleeping in a Crate & Barrel furnished bedroom. I'm sure glad I didn't! And when you're ready to do so, ask for Leslie! She is the nicest and most helpful salesperson I've ever met over there. Thanks Leslie! read more

Home décor stores are like dirty, tease-to-please peepshows... for me at least. (And, uh... I'm not talkin' dirty in the sense of dust bunnies.) The touch of plush chenille...cotton sateen... supple, top grain semi-aniline leather... oooohhhh!!! (I shudder.) I love to let my fingers do the walking along the smooth, straight lines of a teak bookcase...the exotic texture of a peroba rosa sideboard... the smell of dark mahogany and oak... mmm... Sexy. If only we weren't in the middle of a recession - If only I had more than four walls to decorate - If only my bank account was super flush - If only. My apartment would no doubt mirror the Crate and Barrel catalogs that currently just lie atop my coffee table. Taunting and teasing me. Like a pair of gams dancing a pedestal behind glass... so close, yet... One thing I can do, while I save up for those big purchases..., is accessorize the digs I currently inhabit. The South Coast Crate and Barrel is two levels of bright, airy modern design bliss. Pillows in every shape and color... vases to match or compliment your preferred color schemes... dishes in all colors and shapes... bright bedding...modern rugs that ya just wanna run barefoot over. The downstairs consists of all attainable decorating goods for slumber, dining, and self expression. There is a huge selection of kitchen wares and goods... Last time I was in I bought a couple of wine corks (for the rare occasion when I don't kill an entire bottle of Sauvignon Blanc or have friends over), a pair of bright throw pillows to breathe new life into my less than happy 6 year old IKEA loveseat...as well as a couple of storage baskets to de-clutter the media stand and keep my DVD collection aesthetically pleasing. Amazing how a couple of little changes make all the difference. Customer service at this location is pleasant and modest. I can actually browse without being accosted every few seconds, as displayed at most furniture or retail stores. Oh yes...Crate and Barrel. I love you so. read more

Came here recently to buy a friend a wedding gift (this was one of the half-dozen stores she registered at). The staff was helpful in answering questions and showing many different types of designs that you could ever want for your cookware, furniture, etc. Unfortunately, I feel as if the price is much more for how everything looks than for practical reasons. Many of the items could be found for cheaper on other sites for our registry and with more options. The place looks nice and it's fun to walk in the store but I'm not sure if I would ever actually buy anything here. read more

I feel like I can measure the history of my life by where I was in my furniture stage at the time: -Hand-me-downs, $20 thrift store couch - college. -Ikea. Ikea. Ikea. - End of college/early 20s... to now. Hey, I've gotta admit, I can't imagine my house ever without a Billy Bookcase. -Credit card at one of those ginormous furniture stores to buy "a real couch." - mid twenties-ish. -Finally, Crate & Barrel. - One day. Sure, maybe one day I'll be even fancier and more established and be all Room & Board or Design Within Reach... or maybe even snazzy, mint condition, authentic vintage mid-century stuff. But, right now, the most grown up I can envision myself is at The Crate & Barrel stage. I say "envision," because I'm still halfway between Ikea and "vintage" finds at the thrift store. The furthest my C&B purchases have gone are barware and vases. But, that doesn't mean this isn't one of my absolute favorite stores at South Coast. I could spend an afternoon here playing house in my head with my amazing retro-mod inspired couch and glorious walnut pub table - and the staff doesn't seem to mind. I have a feeling I'm not the only looky lou around. When I'm too lazy to seek out a small boutique for housewarming and wedding gifts - Crate & Barrel is definitely my go-to and, for now, my stylish barware and dream furniture store. read more

First off, I just have to set the record straight about this Crate & Barrel. It's actually one of the largest and busiest stores in the entire chain. How would I possibly know this? An excellent question, and I'm pleased you asked! I know this because I happen to be married to the 1st floor(housewares) manager. OK, so I am a bit biased and could possibly face serious bodily harm for writing a less than glowing review. Honestly, I'd feel this way without the family ties. It's just a great kick ass store! Not only do they have some of the coolest kitchen gadgets, but they also have some of the best quality furniture that we've ever owned. Sure, it's a bit pricey, but if you take care of it, the furniture will last forever. So, now that I've probably embarrassed the crap out of my lovely wife, you should stop in the next time you happen to be at South Coast Plaza, and tell her you saw her psychotic husband's review on Yelp! read more

I'm at this store waaaaay too much lol. Selection wise, I think all Crate and Barrel stores are the same. What stands out to me about this store is the excellent service. We've purchased so many items over numerous trips and always have received really attentive service. Just the other day, I was asking an employee (I think her name was Kylee?) for an item I've been looking for for a while but can't seem to find in any of the stores. She explained that the item was discontinued etc. A short time later, we were leaving the store and she runs after to stop me! She went out of her way to contact other stores and told me that an Outlet had some in stock!! That was SO sweet and just helps to set this store apart from others. I can't wait to check out the Outlet store BUT I'll always be coming back to this store :) read more

Well, i like the store stuff but not the staff attitude. I go here ONLY when I cannot find something in other stores, such as Sur La Table. I have been to this place MANY times and since I am not good with kitchen stuff, I tend to ask questions. First of all, nobody has ever asked me if I got any questions... NEVER EVER.. they look at me and turn their head, not even a fake smile. Then when I chase someone and beg her to help me out, all I get is a go-figure-it-out-yourself attitude. I wish I knew why they are so RUDE. Once at the cashier, I was paying with my debit card and when I handed my card over to the lady I said "its a debit card", she was like "aah! I can see that" Not to mention that I was waiting there for her to staple her papers first, pretending she doesn't see me until after she was done. Then she asked "are you ready?" and I am like "umm! what the hell you think I am doing in front of the cashiers staring at you with a big colander in my hand?" read more

Avoid buying anything costly here! They will not stand behind anything they sell and if you dare to ask them for any after the sale assistance, you will be treated with the most astounding rudeness and hostility. We purchased expensive cabinets with sliding glass doors at another of their C&B stores prior to just moving here. The glass began falling into the cabinets, posing a real danger. So, we took one of the doors back to the Costa Mesa store, asking for some advise on how we might get the glazing repaired. Instead of any advice or consideration, we were treated with a level of rude hostility I have never seen from any store clerk. It was matched only by the outright antagonism of the manager. If you read the other reviews about this store, you will see that we were singled out for abominable treatment -- they seem to treat any customer seeking after sale assistance the same horrible way. If you're going to buy anything from Crate & Barrel, we suggest you do it online. The store employees and managers are killing C&B's reputation. read more

Their customer service wowed me yesterday. An item was purchased for me, that was broken by the time it got to me. Erica at the South Coast Plaza location was a big help, and was able to help me get an exchange with zero hassle. Thank you Erica, you're the best. read more

Why is everyone so in love with crate and barrel? It's so mainstream and unoriginal. I go to my friends' houses and they all look identical- all of their bland, not really well made furniture from Crate & Barrel (or Ikea for that matter). It's almost become obligatory to register there for your wedding- which we did- boy was THAT a mistake. The guide assigned to us made me feel like a bad person because I didn't know how many table settings I wanted. He then continued to tell me that if I didn't register for corresponding number of table settings and flatware sets that my guests would be disgusted. Umm, me thinks not. My now-husband and I left the store and went for a beer. Anyhow- if you need a white plate for not a lot of money, I can see the value. But please, people, mix up your decor and don't just buy a room out of the crate and barrel catalog. Don't get me wrong, I really have no objection to Crate and Barrel, I just think everyone should have their own style, and it shouldn't be dictated by Crate & Barrel (or, if you're a bit wealthier, Room & Board). read more

Had the most awful experience returning a shower gift. Brought back a gift that was a duplicate to apply towards silverware and because receipt was not found Marta and Joanne tried to give me a measly 17.00. They wanted to phone the guest that gave me the gift. I was appalled and disgusted with how they handled this simple exchange. It was crate and barrel's item in their box. This was horrible customer service. Please think twice before giving a gift from them. read more

This is an awesome place to find dinnerware! A two tier appetizer serving tray, 4 martini glasses, acrylic lemonade pitcher, 12 appetizer plates, 4 sauce dishes, and a sushi rolling mat for a little under $120. Not bad at all. I'm in love with cheeseboards and salad bowls. This place did not disappoint. read more

Huge location with plenty of inventory. I feel like employees can be a bit scarce in the showroom area and those you do see always seem to be doing private walk throughs with couples, but that's yet to really be a problem for me. They also have great staging for their mini setups so you can really get good ideas on how to pare different items they're selling. read more

01.07.07 Sherri called over the weekend to apologize about the issued we've been having. They will be replacing the chaise for us- yay! We brought in the damaged case of one of our throw pillows so they can send it to the manufacturers to match the dye lot and remake our chaise! 12.29.06 Received a call from corporate. They will notify the Costa Mesa store to put in a new order for the damaged chaise. I will have to deal with CM once the order is placed. Am told that someone from the CM store will call me after the holidays, possibly on Tuesday regarding the replacement order. 12.28.06 (evening) Placed a call to the toll free customer service line at the CB website where I spoke to someone who sympathized with the issued I've been having with the Costa Mesa store. She took my information and said someone from corporate would be calling me within 48 hours. I'm finally getting somewhere and end the day on a happy note. 12.28.06 Edited to add: They keep telling me that custom orders are non refundable. Ok, I understand that, but when I ordered and paid for my $5,237.00 sectional I really didn't think I'd receive DAMAGED goods! ARGH! I asked to speak to my sales associate, she wasn't there so I asked to speak to the manager. I was put on hold and the same guy (Jeff) got on the phone a few minutes later to tell me the same "custom orders are non refundable" crap. I find it very irritating that the manager (Sherri Logan) was there, but didn't bother to get on the phone herself to try and help me out. And yes, I made sure to ask for her name before hanging up the phone. I was told that my complaint/repair issue had already been faxed to the third party. I asked for their phone number so that I could contact them myself and they refused to give me the info. I was told to wait for him to contact me and that he's usually prompt about it, but might not be since it's the holidays. Yes, very helpful indeed. *********** Worked with Janice at C+B to order our sectional. She was absolutely great to work with. Offering suggestions and information without pushing any one fabric/combination on us. She let us have time to talk options over in private. Let me wander the store for color inspiration. Brought over tons of throw pillows to show me the different options and looks of the display sectional. Never even blinked an eye when, after having spent more than an hour of her time, I couldn't make up my mind about which color to order and wanted to sleep on the decision. You'd think I was debating on some life shattering decisions, not a color for our couch. After a few days, and one more instore visit, we custom ordered a 4 piece Axis sectional in the Mocha microfiber. We put 1/3 down and paid the balance once we were notified that our order was finished. We were told it would most likely arrive in Febuary. It actually came a couple months ahead of schedule (12.23.06) which was a nice surprise for us. Delivery was made within the two hour window given to us two days prior which is also a major plus. The bad news? We were given a DAMAGED product! There's puncture/rip on the arm of the chaise and a 10.5" long scratch originating from that rip. I notified the delivery guys, they made note of it on their papers (which I signed), and was told I'd receive a call from the store and that the chaise piece would be replaced for us. I also found (after they left) that one of the throw pillows was also damaged. Four days go by and no phone call. Holiday madness, perhaps? Anyways, I made the phone call myself yesterday afternoon (12.27.06) and spoke to Ummi since my sales rep was not there. They had the note in their systems regarding the damaged piece. I was told that since our order was custom, it was non refundable and they would contact a third party (Javier of Treasures of the Past) to come take a look and see if he can repair it. I'm wary of this for a few reasons. 1. I paid over $5k for a new couch. Not a damaged couch that's been repaired to look new. 2. By whose standards will the repairs be done? C+B may say it's fixed once Javier does his thing, Javier may say he fixed it to the best of his abilities, and I may say it still looks like damaged goods and not at all what I paid for. 3. What if the repair jobs don't hold up through the years? 4. The puncture and rip is on a very obvious and visible area of the chaise (on the arm rest). I would be more inclined to accept the repairs if the damage were on a more inconspicuous part of the couch that no one would really see and would get little wear over the years. I'll be calling Crate and Barrel back today. Hopefully, our original sales associate, Janice will be there to assist in the issue. I'm hoping they'll just replace the damaged piece (and the one pillow) rather than try to repair it. I don't think that's too much to ask. It's fair, right? I'll be updating my rating for Crate and Barrel as our issues get addressed read more