Crate and Barrel

Category:	Furniture Store
Address:	7014-604 E Camelback Rd, Scottsdale, AZ 85251, USA
Phone:	+1 480-945-1500
Site:	crateandbarrel.com
Rating:	3.7
Working:	10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 11AM–6PM

Location

Photos 51

Reviews 9

Darrell Bing

Length limits -- this is the short version. Our saga began with ordering a Davis couch for our main home in Phoenix with plans to order two more for our summer home in Flagstaff. The units looked nice and were the right size for our new smaller homes. All three were going to be ordered with the built-in blow-up mattress. We made our purchase at the Fashion Square Mall in Scottsdale AZ. The downward spiral began when our couch in Phoenix was delivered. The unit did not have the built-in mattress that we had ordered and paid for. In addition, the pillows at the back of the unit were woefully under stuffed. The unit looked like you might think a ten-year-old couch that had been well used would look. A quick check of the couch on the Internet showed nicely stuff cushions. Call the store, get told correct air mattress will take 6-8 weeks to arrive. Really!! Its going to take as long to fix an error they made as it did to get the sofa? Went to store, talked with manager and she seemed to care less. Hate to say it but, as we approach 60 years of age, weve purchased more than our fair share of couches. A few minutes on our own after Rebecca left and we were ready to speak to a store manager. So, we request a manager and were very surprised when Rebecca walks out of the back and presents herself as a store manager. We explain to her that we are not willing to accept the under stuffed couch and want to know how its going to be fixed. She asked us to send an email to a generic customer service email at the store and stated that she would get a copy of that as well. The plan was to have somebody come out to our home and see about fixing the couch. To us, it was just a simple matter of needing the right amount of stuffing. Again, this was Sunday. My wife and I both have customer service experience and were appalled at the lackadaisical attitude of a manager at such a store as C&B. Could it be that all custom orders were ordered without the opportunity of returns? We dont know. What we do know is that you cannot purchase a lemon pie and get sent a lemon without the ability for a return. At this point, do we know Rebeccas last name or her phone number? Nope! She offers nothing other than the generic email to the store. Wow. Oh well, we like the couch and just want to get it fixed. Monday arrives and departs, no call. Tuesday passes and no call. Wednesday and still now call. Clearly, at this point, our sense of urgency and Rebeccas are not in alignment. I go to the Internet and find a number for C&R corporate office. I call them first thing Thursday morning. The person with whom I was speaking was looking at my order and verified both my phone number and email -- because I asked her to do that just to assure my information was correct. It was correct. Im told that somebody from the store should be calling me "today or tomorrow." Lets see, you know the routine -- Thursday passes and no call; the sun sets on Friday without a peep. Saturday arrives and off to La-Z-Boy we go. Clearly, C&B does not care enough about their product to want to make it right. And, to us, their customer service skills are severely lacking. If this is how the company and its store managers support their products, we will respond by purchasing elsewhere. Somewhere inside the Chandler Mall La-Z-Boy is a very happy sales rep as we went in and purchased three couches. By the way, were talking about $2000 - $2500 per couch (the chaise option was more). After a few additional calls with the corporate office the following week, our C&B couch was picked up and our money refunded. Well, almost all of our money. Were out $100 for the delivery of a couch that failed to meet our expectations and that stinks. Why should I be out any money? Again, lemon pie versus a lemon. The store missed the chance to make this right at every turn -- and there were plenty of turns. We will NEVER order furniture from Crate and Barrel again and DO NOT recommend others doing so. The risk with a company that doesnt care is too great.

Brian Doberstein

A fairly large Crate and Barrel compared to other locations. One word of warning, if you plan to return anything make sure you read their return policy carefully. They will not accept any return without some form of proof of purchase, even if the item is exclusive to them. And while my experience with the staff overall was pleasant, the male associate helping with the return was condensing and rude.

David Dixon

The shopping mall is an experience in itself, but this crate and barrel, once we figured out where it was in relation to where we parked, was very nice. It wasnt super big, and the staff were very helpful.

Erika Piaggio

Worst. Waiting over 2 months for patio furniture. I was pretty much in the dark about when I was supposed to get it. NEVER buying anything here again.

Mark Finch

Not as exclusive as William Sonoma but a real nice store for the whole house.

Craig DeLong

Great selection of kitchen items, bed, bath, living room and patio needs.

Jayson Broadbent

Beautiful as always and good for getting ideas on things for the house!

Robert Rice

Nothing special. Just another crate and barrel.

Rosemarie Boss

Found the perfect wedding gift for my niece.