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Crate and Barrel is a 105+ chain of retail stores in US and Canada, based in Northbrook, Illinois, s

Hours
Regular Hours Mon - Thurs: 10 am - 9 pmFri: 10 am - 10 pm Saturday: 10 am - 10 pmSunday: 10 am - 8 pm Furniture Collection G
Payment method
debit, all major credit cards, amex, discover, master card, visa
Neighborhoods
Central LA, Mid-City West
Categories
Furniture Stores, Home Decor, Home Furnishings
Other Information

Parking: Garage

Bike Parking: Yes

Wheelchair Accessible: Yes

Pets Allowed: Yes

Reviews

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ErinL819

11/01/2011

Provided by Citysearch
Overall
HORRIBLE CUSTOMER SERVICE

Crate and Barrel at the Grove in Los Angeles needs to SERIOUSLY re-evaluate their customer service and sales people. We were drawn in by the upholstery sale and spoke with Samuel. We put in an order for a sectional and 6 upholstered dining chairs. We were then told after purchase that the sectional (which wasn't custom) was back ordered through Crate and Barrel's vendor and that Crate and Barrel obviously has some supply chain issues because they didn't take into account their current sale might create demand for the popular sofa which they would need to supply. Anyway, despite their supply chain errors we decided to go ahead and give them the benefit of the doubt because we liked the furniture. Again! Their error was something we would have to pay for with two $79 delivery fees - one for the chairs and one for the sectional. We also opted for their version of scotch-guarding to protect the chairs, a whopping $15 each - $90 total. I should have known and done it myself. When the chairs finally arrived about a week later, the delivery men grabbed the $20 tip and headed out before we could tell them the chairs had some stains on every chair and a rip on the corner of a single chair. When calling their customer service to report this, we spoke to Erica who is apparently head of their customer service team. We were later told by one of her store ""team members"" that she has had several complaints before and cost their sales-people deals because of her piss-poor attitude. When we called to re-schedule the chairs to be picked up and replaced, she huffed and puffed saying she would call us back when she could figure a time out for the chairs to be picked up then promptly hung up. After that, we called and spoke to someone because we didn't even want to deal with it, so we cancelled the orders for the chairs. Those are now coming from another store with MUCH better customer service. The kicker is that when the sectional was going to be delivered. They showed up with the sectional clip to attached the sofa and sectional piece together, but forgot the sectional. Horribly disorganized. We had spent thousands on furniture and would have continued to do so to fill our condo, however, they apparently don't value customers, so I hope they value feedback. I've recommended to many friends and family members that their stuff might be cute, but it can be purchased from other stores that carry their vendors, and even if not possible to find it anywhere else, it's not worth it to deal with their hassle!!! One thing after another. WOW!!!!