Crate & Barrel logo

Crate & Barrel Reviews Summary

Unclaimed
Claimed

Furniture Shops | Washington, DC

4820 Massachusetts Ave NW, Washington, DC 20016, United States

Trustguide Rating

TrustScore®
A+
A
B
C
D
F
Verified by
Trustguide®

This rating reflects Trustguide's opinion about the organization's customer feedback published on review platforms.

What do customers say about Crate & Barrel?

As of Apr 29, 2024, 149 customers have reviewed this business and rated it 4 Star out of 5. Trustguide conducted an in-depth analysis of Crate & Barrel's publicly available reviews, carefully extracting sentiment phrases to help users understand customer experiences.

The staff is exceptional

I like this place a lot

excellent customer service

friendly and knowledgeable staff

wonderful selection

Reliable home furnishing store

Horrible customer service

customer service has been uneven

ignored us standing directly in front of her

never buy a piece of furniture

About this report

This report was produced by Trustguide on Apr 29, 2024, based on a randomly selected set of publicly available reviews, sorted by relevance. Trustguide uses Natural Language Processing to analyze the data set and produces unbiased and objective review summaries. See source

Created by
Trustguide
Published on
April 29, 2024
Last updated
April 29, 2024
This demo page is used to illustrate the benefits of a premium Trustguide's listing. Learn more

Satisfaction Score

Based on the set of reviews used to generate this report, it appears that 50% of Crate & Barrel's customers had a positive experience.

Positive
50%
Neutral
0%
Negative
50%
More details
Crate & Barrel

Own this business?

Claim your Trustguide profile ans start building genuine reltionship wih your customers.
Learn more

Crate & Barrel's customer reviews analysis

Crate & Barrel's reputation, as gleaned from customer reviews, seems to pivot on two critical components: customer service quality and product availability. Customers praise the store for its seasonal updates, extensive collection, and knowledgeable staff, indicating a positive shopping experience for the majority. However, the experience is tempered by instances of poor service—long hold times on the phone, frustration with the in-store pickup process, and occasional staff unhelpfulness. Moreover, the issue with inventory mismanagement casts a shadow over their operational reliability, leading to significant dissatisfaction among customers who face delays and cancellations in 'in-stock' furniture items.

Positive Feedback

Several key positives emerge from customer feedback about Crate & Barrel. Firstly, staff friendliness and the ability to provide exceptional service are frequently mentioned, indicating a culture of hospitality and customer engagement. The physical store environment, including modern aesthetics, seasonal updates, and a large variety of display furnishings, also contributes positively to the customer experience. Additionally, the willingness of store managers to bend the rules in favor of customer satisfaction, such as accepting final sale returns under certain circumstances, demonstrates a customer-centric approach which reinforces loyalty and promotes ongoing patronage.

Concerns and Threads

From the negative feedback, several areas stand out as points of concern for Crate & Barrel. Customers have experienced significant delays and miscommunications regarding the status of 'in-stock' items, leading to prolonged wait times and ultimately, canceled orders. This reflects an issue with inventory management that has left customers dissatisfied. Customer service has also lapsed in certain instances, with reports of unresponsive phone support and inconsistent experiences in-store, including unmet expectations and communication breakdowns around services like curbside pickup. Such negative incidents create a mixed reputation that could deter potential shoppers.

Frequently asked questions about Crate & Barrel

Can I trust the inventory status for 'in-stock' items at Crate & Barrel?

Recent customer experiences suggest there can be discrepancies in Crate & Barrel's inventory status. It is advisable to confirm the availability directly with store staff or through customer support to avoid any misunderstandings or delays.

What level of customer service can I expect at Crate & Barrel?

Customers report a wide range of experiences, from commendable and exceptional service to dissatisfaction with phone support and in-store assistance. While many customers have positive interactions, it's wise to have realistic expectations and patience when requiring customer service.

If there's an issue with my purchase or the final sale, what options do I have with Crate & Barrel?

Crate & Barrel has shown flexibility on occasion, with store managers going above and beyond to resolve issues, even with final sale items. If you encounter a problem, address it promptly with customer service, and there may be room for accommodation.

Recent customer reviews and testimonials for Crate & Barrel

Crate & Barrel
G Kuhnsman
5-Star
a year ago
This is my favorite Crate & Barrel to go to in all of DC, MD, and VA. The staff is exceptional and have helped my wife and I with numerous transactions to purchase, exchange, and return products ordered in-store, online, and received as gifts. We cannot say enough about how friendly the people are that work at this C&B. The store is seasonally updated with their new decor and homewards, but also has an extensive collection of furnishings on display. Of note - also have an attached Starbucks that makes for a convenient snack or drink to accompany your visit to C&B.
Crate & Barrel
Ardavan Tooki
5-Star
a year ago
Very modern and beautiful. I like this place a lot. You will never walk out empty handed. Update: the more you go there the more you find good stuff. It is a great place to shop with good sales people and staff. They are so kind and friendly and always helpful!
Crate & Barrel
Laila Lolita
5-Star
6 months ago
I usually shop online, butI recently had the pleasure of experiencing excellent customer service at this crate and Barrel. Jonathan went above and beyond to assist me and make my shopping experience exceptional. I also want to commend the exceptional service provided by the store manager Liza. Despite the "final sale" policy, she went above and beyond to accept my return. Her flexibility and understanding of my situation left a lasting positive impression. I'm truly grateful for their customer-centric approach, and I'll continue to be a loyal patron of this store. Thank you for the outstanding service!
Read all reviews

Overall Rating

TrustScore®
A+
A
B
C
D
F
Verified by
Trustguide®
Overall Rating
4
/5
149
reviews
Excellent
Good
Average
Fair
Poor
More details

About Crate & Barrel

Furniture Shops
Retail chain offering a variety of stylish furniture, kitchenware & other home essentials.
Expand