Crate & Barrel

We were excited to receive Crate & Barrel items from our wedding registry, but unfortunately, the quality and customer service left much to be desired. We had three separate quality issues—multiple towels that frayed, a pillowcase that split, and a large area rug that arrived with a significant stain. While Crate & Barrel refunded the cost of the towel and pillowcase, the rug has been a nightmare to deal with. It was installed under a king-sized platform bed, taking half a day to set up, and we don’t have a truck to return it. Despite explaining this multiple times, Crate & Barrel’s solution was to direct us to a “local concierge team” for return scheduling, completely ignoring the logistical challenges we laid out. We expected better quality and customer support from a brand at this price point. Unfortunately, our experience has been frustrating, and we wouldn’t recommend relying on Crate & Barrel for major home purchases.

We ordered a media entertainment set with matching chest of drawers online back on 2/21/25. The order was delivered mid-April. The delivery company came, unpacked in the driveway and opened the TV console to find a huge scratch on the side. We called Crate & Barrel about it, asked what to do, and they said to send the ENTIRE order back. So we did, and they were supposed to reship to us. Now, 5/5/25, I get a call from FragilePak (their logistics company), saying they're delivering only PART of the order today. So, we were supposed to ship it ALL back the last time so that the pieces would "match". Now, they're telling me they DIDN'T KNOW the chest of drawers was not delivered, and they have no record of it having been returned with the other things. The delivery company (Arnoff) has been very polite and pleasant to deal with amid all this frustration. FragilePak doesn't seem to know what end is up. Either way, couldn't be any more disappointed than if they had dumped the furniture off the back of the truck.

Anytime I've been to the Great and Bell this particular one in West Hartford I've always found anything I wanted and the cell staff has always been very friendly The first floor is a lot of tissues control the kitchen still pillows throw pillows and the second floor when you go up the escalator is more concentrated on furniture desk chairs tables etc it's a beautiful construction store very large and it's always a pleasure to go there

The customers service is very good! Nice place full of cute stuffs and very well located. The store has a good size and there is a lot of parking nearby.

I'll be very honest with my review. I began shopping at Crate and Barrel after seeing them on social media and deciding to check it out. First, they have the sophisticated rustic style that I love, but I struggle to choose the right pieces for my home. We have a beautiful house that could use some updating with the right pieces, but I never had any help with as customer at Pottery Barn for the past 5 years. Also, I never felt welcomed there, except by two of their employees. In contrast, at Crate and Barrel, I feel welcomed, and the staff are very helpful and friendly. This prompted me to replace some furniture and pieces in my house. I had a meeting with a wonderful designer from Crate and Barrel at my home to update some rooms. Darla who came to my house to check it, is not just an amazing Crate and Barrel designer; but she's a wonderful person who suggested the perfect choices for us. Without a doubt, my future shopping will be at Crate and Barrel. Not only because their pieces are gorgeous and high-quality, but they exceeded my expectations in every way. I couldn't be more satisfied and happy. Thank you, Crate and Barrel!

Edit: See screenshot, coffee machines are not marked as final sale. Owner's response is exactly my point. It's a matter of ethics at this point. I believe this is unethical. They just lost a customer that has spent thousands at Crate and Barrel in the past. My persistence will continue. If I were to buy a luxury item from Nordstrom or other high end retailer, there are explicit notices: "If you remove this tag, this item cannot be returned. If this item is used, it cannot be returned." This is not the case here. You cannot hide deep in your website a return policy that is this abstract. I will be filing with consumer protection and contacting a legal consultant. Warning! All coffee machines, or electronics from Crate and Barrel are basically FINAL SALE. They will NOT take back anything if the box is open or you have used the item a single time. We bought a $300 coffee machine, used it once and they didn't like it back. I had the receipt, was well within 30 days and was denied. We placed it back in the box, clean, with everything included. Deeply disappointed. Basically, their response is "Sorry you don't like it, you're stuck with it!" This should be stated, verbally, at the time of purchase. There is no verbiage in the receipt either. Instead, they will point you to the return policy hidden deep within their website. (Is this legally allowed?) This poor example of customer service is why you should never buy any electronic or coffee machines at Crate and Barrel. For reference Best Buy also sells these coffee machines and they will take returns on them open box or used. I see a trend of similar stories about Crate and Barrel giving people a hard time about returns. Remember: Your competitors are offering returns! Manager/Owner, please do not reply to this review unless there is a certainty you can rectify. I quote your words that Crate and Barrel "Strives to ensure every customer feels welcome and valued." - I do not feel and will not feel valued until I am made whole. I plan to edit this review based on the outcome. Twitter support offered no assistance either, and I have reviewed that experience accordingly.

Customer service was great. Something that seems to be hard to find in today’s current market. Great hard to find products. Store is setup very nice and is pleasure to shop at.

Love this place. Bought many items thru the years and they have a great selection of appliances ie expresso machines

I love this Crate & Barrel location SO much. The staff is always so kind and helpful and the store itself always has such a great selection of goods. My fiance and I partook in a private event recently for engaged couples to create their registry and it was a HIT. It was super informative, the staff was friendly and hilarious, and we were able to have such a fun time shopping around! Love this place and after our event we will always go to this location!

Do not buy patio furniture from any Crate and Barrel! I initially bought a sofa, two chairs, and lots of pillows including chaise lounge pillows for the lounges we already had. A couple of years later, I needed to replace two lounge chairs, but was unable to find lounges or pillows that matched what I already had, so I made do with chairs and pillows that were similar. Now - only one year later - I need to replace two more lounge chairs and the ones I bought just last year are also now unavailable. What am I supposed to do with all this unmatched furniture? Crate and Barrel says they're sorry. I'm disgusted

Seamless experience returning without a receipt for a damaged goods exchange on 2 registry items. No issues and friendly staff. Still can't get over some of the astronomically priced items in the store!

Rude unhelpful staff. They were helping me with a return and stopped midway to take a purchase. Robin was extremely helpful

Purchased a 6,000 dollar couch that lasted not even 3 years. At the time no kids or pets but all the cushions just flattened and the couch looks sloppy. Called Crate & Barrel since their website says they stand by the products. I was told because it was past 30 days there was nothing they could do. Sad because I've had cheap furniture last longer than the overpriced junk they sell here. Save your money and go elsewhere. Customer service is horrible and quality of furniture is worse.

Based on yesterday's customer service experience alone, this is a 5 Star review. We went to order gifts from a wedding registry, quite a few gifts, actually. We were absolutely blown away by the trio of helpful people that buzzed around us working as one giant efficient team. They scooped things off the shelves, wrapped them in tissue, boxed them into cartons, slapped on handles and gift tags, taped the boxes shut, and assured us about everything on the way. We went to the shipping dock a few minutes later, and everything was waiting for us, The entire process from start to finish was easy as can be, I want to acknowledge our helpful sales reps by name Lindsay, Lisa, and Jess. They and their manager Matt were an absolute pleasure to deal with. I'm really glad we came into the store to conduct business instead of ordering on-line. It was so much more pleasant dealing with these folks face-to-face, knowing things were packed and boxed safely, and knowing they reached our home in one piece.

My first time, and definitely not my last. My mom and I came here for new bowls and plates. We were helped by a lovely woman who showed us the most popular collection. I like this store because it is open stock. So if you pick something out, they are most likely going to have it in the back, where they bring it up front to you. There are two levels in this store. The top is furniture. And the bottom is kitchen and house essentials. The one thing I thought was weird was how there is no parking lot, you must pay for time in the parking garage, which made me personally feel rushed. Although many places now in the cities do the parking meter for parking, I just feel more revenue would go into the business if there was an actual lot. The customer service is great, and I loved how well organized it was. It reminded me of something Ellen Degeneres would design. Will definitely be back!

This is my favorite home decor store in the state of Connecticut. For those not familiar with Crate and Barrel, they have home furnishings that are slightly contemporary in design. However the inside of your home need not look like the Guggenheim to purchase something from here. I found they have many nicely designed items that would look good in any traditional home. For ultra modern looking decor, Crate and Barrel operates a separate division and website called CB2. Some items are pricey, but they occasionally have good bargains on their discontinued stock. Plus, their website sometimes lists sale/outlet items that can't be found at their brick 'n mortar stores. The downstairs floor contains home decor/kitchen items and the upstairs floor contains strictly furniture. I really can't speak for their furniture, but I did purchase a really interesting lamp for $60 (discontinued, regular price was $99) and it was built very solid. Most of the home decor things I have purchased from Crate and Barrel have been of good quality.

I had come in today looking for nothing in particular; a couch for my grandmother's house would have been nice. I walked in with my younger cousins, as they would be the ones to use said couch the most. We enter the building and are greeted by a worker. They asked, "Can we help you with anything?" I figured, "We're just browsing." was a normal response, but these two workers gave us a suspicious glare. This I do not blame them for, as I myself understand that loiterers can be frustrating, but that made us as a group feel uncomfortable. We decided to ignore it like proper citizens and took a seat on a few couches to test them out. We sat down for approximately 20 seconds before we were approached by one of the workers who told us that "we are a business, not a hangout spot." I suppose they suspected us of loitering as I myself look rather young for a 20 year old, but as a working woman, I do not appreciate being judged for my appearance. Nor do I appreciate this worker judging my family as rowdy teenagers you would normally find in West Hartford Center. I understand that retail workers have it tough, I should know, I was one. However, that does NOT imply that a retail worker should take it out on potential customers. This is poor business practice. I went in to possibly buy a couch from there in the future, but I am 100% positive that I will never buy from this store period. These two stars are for the glorious twenty seconds we spent on the couch as well as the two rude workers we were greeted by. :)

Very large, well-stocked store. They have almost every item you could imagine from the catalog. Lots of parking nearby too.

I have never bought myself anything from the wedding registry giant Crate & Barrel because I always thought it was too pricey for my extremely thrifty tastes... basically I'm cheap as hell. However, finally living alone without the fear of the massacre of kitchenware by roommates and after slicing my finger with a pathetic steak knife... I decided to get some nice knives. There it was... a discontinued 5-piece set of Wusthof german knives for $60 (originally $188) and despite being sold out online and not having them in stock anywhere within 200 miles from the state of CT, Aja at the store took the time to find a location in Virginia that might have a few on stock. She went above and beyond to help when she could easily forced me to continue to self-mutilate myself with insufficient knives and just tell me they were sold out. She searched the computer, gave me the SKU and phone number as well as offered to continue the search if they were unavailable. YAY customer service!! When I called the other store, they did a phone order and are shipping my knives for only $8 S+H. So I'm a fan now. I too will wedding register the shit out of this place when the time comes. Thanks Aja, thanks Crate & Barrel. Note: Convenient bike rack outside the front entrance by Isham Rd. near Munson's chocolates/Barnes & Noble. Meters and parking structures are 0.75 per 30min or $7 max for the day. (that's pretty much standard for W. Hartford).

upstairs is furniture, downstairs is home decor and kitchen stuff. I love popping in here when I'm in west hartford center.. It's fun, modern and totally makes me look forward to decorating my own space. Prices are reasonable. Reminds me of IKEA if it actually put time and effort into its designs/creation. I've bought duvets from both places as well as pillows and IKEA can't even kneel next to C&B. Check out the bathrooms. I'm obsessed with the sinks.

Exquisite glassware and furniture! And the glassware is not as expensive as some of the other merchandise in the store. Whoever decorates the store should get a pay raise because the layout is absolutely stunning. I was there to pick-up an online order for a wedding registry! I am glad I did that because it saved me the hassle of finding the items or asking a sales associate for help. Free shipping and E-bates money helps too!

We had a delightful experience compiling one of our wedding registries here last night. This store is beautifully decorated and well organized. The staff was incredibly helpful and went out of their way to explain everything to us. At first I thought to myself, you scan the items you want, big deal, but she explained the complete layout of the store, not to select discontinued/limited quanity items/seasonal items, etc. I have never shopped much at this store, considering the prices of some items, but doing the registry was so much fun. This store really had a little bit of everything, but the layout doesn't make it overwhelming. Since I have owned my own home for going on 6 years, I thought there wasn't much I needed, but we really found a lot of items that will be of great use to us. Once we were done selecting all of our items, we placed the scanner on a dock at one of the many kiosks. We entered all of our personal information and ta-da everything was there for us to see. We could make changes to the registry in store or from home. Once I returned the scanner, we received a gift for registering there! How awesome is that!

This is a decent-sized C&B store with a fairly good selection of furniture (2nd floor) and housewares (1st floor). The sales staff is very friendly, hands-on, and helpful. Prices here vary from reasonable to moderate to over-priced, so know the market and have a good idea of what you want and how much you are willing to spend.

One of the bigger Crate & Barrel stores; very neat and organized, but then again, West Hartford is a ghost town so I can't imagine how it could ever get disheveled. I was actually the only one in the store at the time and though I must mention the very sweet and perky woman who greeted me at the door, the woman in the glassware section was such a snob- the reason for the dropping of the 5th star. I'd obviously come back because it's hostess heaven.

A Crate and Barrel is a Crate and Barrel anywhere. Joe C. does a good job describing what Crate and Barrel is to those that never been to one so I'm going to review the store itself here. The staff are courteous and helpful.Clean storefront. Definitely exudes that upper middle class aura. Check out the upper level for furnitures.

Besides loving Crate and Barrel in general, I especially love this bright, two level, spacious store in the middle of blueback square. For being such a large store, it seems to flow well and be pretty organized. All the larger furniture items are found on the second level and its great to walk around the showroom. I have always had pleasant experiences with all of the staff and if you can catch a good sale then its even better! The down side, like with most places in the square is the parking. I would recommend parking in Isham or Memorial Garages. They are inexpensive and save you from circling the store for 30 minutes trying to find a spot on the street. I used Crate and Barrel for our wedding registry and have been nothing but pleased with them. If youre doing a registry they really give you a lot of hands on help if you want it and make good recommendations. Its definitely one of my go to places for home items.

Beautiful bed linens and frames artfully presented at this location with a friendly staff.... It was easy and free to park.

I just received a place setting that I bought for a wedding shower gift. I have never bought a place setting for a wedding or shower gift, either on line or in a store, that did not come nicely packed in a box w/ the everything neatly in place. This place setting came wrapped in ratty, brown, weaved paper and bubble wrap. One piece at a time. The 4 martini glasses they had on the registry came wrapped individually the same way. OMG. What am I supposed to do with this? How am I supposed to wrap this so it doesn't break? Keep it in the same ugly packing crappy paper? Uh. No! Yes, the website says you can purchase a gift box, blah blah blah. I didn't think I needed a gift box for a place setting and glassware. Towels, yes. I should have to buy a box. Wooden spoons, spatulas, hot pads, napkins, table clothes, even place mats. Yes. I should have to buy a box. Place setting? No. I should not. Glassware? No. I should not. How am I supposed to know that it doesn't come in its own box? The site doesn't tell you that. So, I call Crate and Barrell and talk to a nice young man who was very sweet and listened to me complain for 10 minutes. When I asked him to tell me about the gift boxes, he couldn't tell me the size, if they are chosen for each gift, etc. I finally told him I would make it simple for him, and asked, if I wanted 2 gift boxes - 1 for the place setting and 1 for the martini glasses, would they have been BIG ENOUGH to hold everything or are they 1 size? he said they would have put as many martini glasses in the gift box as possible and they would have tried to put the entire place setting in a gift box. When I asked him what was I supposed to do with the items that didn't fit in the box, he said, "Well...you could buy a gift bag." This nice young man did tell me that they pack it so that the box is as light as possible. I said, "Oh you mean because it was free shipping over $99? I spent $278 for a wedding gift and you cannot give me a friggin box? I asked if I spent $50, would C&B have left it in the box because Im paying the shipping? He didn't say a word. Nothing. So there is the answer folks. Because C&B had to pay for the shipping, even though I spent $278, the items were removed from their boxes and packed in this ratty brown stuff and bubble wrap which probably weighed more than the simple box these breakables originally came in. Seriously. Never again. Crate and Barrell you are the cheapest company around. I will never buy from you again. This is my first encounter and it will be my last. I will tell everyone I know on FB and on Twitter and any other means possible exactly how cheap you really are. If, I had known, I would have gone to Macys and bought a nice crystal vase for $278.

I wanted to purchase extra covers for the cushions on my couch. I called a dozen Crate and Barrel locations in NY, NJ and CT with this special order request and almost none of them called me back. Most of those who did call me back said it wasn't possible because my couch is no longer in production. The West Hartford, CT location called me back and I spoke to a very nice person named Hope who offered to reach out to the manufacturer and ask if they happened to have any extra fabric. A few days later, Hope called me back and said she spoke to the manufacturer and they located extra fabric. She double checked the dimensions of my couch and the cushions and asked if I wanted to submit an order. I did so. Hope even noted that C&B was doing a furniture promotion and got me 20% off. The order did take several months, but it was a custom request and Hope did tell me it would take up to 16 weeks. Once the cushion covers were ready, another person at the West Hartford, CT store (I forget her name) called me and said they were ready. I asked if she'd be able to FedEx the covers to me because I don't live in CT and she quickly agreed. A few days later a large package arrived. The cushion covers are perfect. I'm very pleased with this location and highly recommend you give them your business.

I don't buy that much furniture but over the years I've probably dropped about $10,000 on couches, a bedroom set and various tables, lamps and accessories. With little exception, it's all been at Crate & Barrel and to be honest, I have absolutely no regrets. I've never had anything other than exceptional service, the quality of their products is good, they'll take anything back and if there's a problem, they'll fix it. I just found a table I wanted on the website and while they didn't have it in stock, they managed to get it for me in record time. I just got the call this morning that it is in and ready for pick-up. I like their Nordic-urban-meets-suburban aesthetic, the look and feel of their stores [including their giant outpost at Blue Back Square] and the professionalism and helpfulness of their staff. Definitely a fan.

Unbelievable and valuable customer service. Rather than us paying $$$ to ship bridal shower gifts across the country to the brides house, we asked if we could return them (unopened) to our store, and then have bride pick them up at her local store. They not only agreed, but said that they would deliver the items to her doorstep!! (note: bride had registered at Crate&Barrel). A new favorite store!!

We registered here for our wedding and had a positive experience. We went to one of the registry events - they opened the store early for couples on a Sunday morning, and they served drinks, snacks, paninis made on their own panini makers, etc. It's a little disappointing going there now when the red carpet isn't being rolled out like it was that first time. But we loved everything we for from there, and when we selected our flatware, the woman was really helpful - hey, we're probably going to eat with that for the rest of our lives right? Pretty important.

Stopped by with my mom to look around. I'm getting married and wanted to find a store to start my registry so I thought I'd check out crate and barrel. The prices were less than I expected and an associate was kind enough to give us a tour and explain how their registry works. She gave us some brochures and told us about the Sunday registry gatherings they have. I'm very impressed with their down to earth friendly customer service skills and it's very refreshing to be able to talk and ask questions openly without feeling judged or rushed. I'm very impressed and will be returning, plus I found some goodies I want to purchase asap! That I would not have found if it wasn't for that fabulous associate who helped us! I wish I would of asked her name!

Friendly, helpful, and attentive staff in a decent sized location. Nice Burgundy style wine glasses for $4, whenever one breaks, there I am. Lots of glassware for people who dig the sause and a large selection of kitchen items. SOme stuff pricey, other stuff not so much, just be mindful of what you can get elsewhere for cheaper.

its crate and barrel. i walked thru here looking to see what coffee grinders they had and found one half price in the clearance section and was happy. if you are looking for something for you house and are picky you may not find it here, but they have some nice stuff.