My WTF Just Happened at Crate and Barrel Customer Service Disaster

Having held the roles as Assistant Buyer, Senior Buyer and Product Developer at a department store and a luxury women’s boutique, I know a thing about retail. A lot. What I didn’t know was the mistake of choosing the wrong retail store to register for my March 2012 wedding.

Registering for your wedding is not an easy task. One must find the a store that carries merchandise that not only reflects you and husband-to-be’s taste, but also carries a reasonable price tag for your loved ones to feel comfortable with.

After conducting research online and with friends last winter, we settled on Crate and Barrel. Known for its clean, modern furnishings and contemporary decor, the chain seemed like the perfect fit.

Then the fun part came – my husband and I got to play kid in a candy store and use the registry gun to tag all the cozy items we needed to fill our first home together. We did not pull a Kim Kardashian, however, and register for $850 ashtrays or a $6,500 vase. Instead we opted for sleek white dinnerware, fantastic cutlery, and an assortment of essentials that we knew we would need in our first year of marriage.

The wedding came and went and we had the best day of our lives! We came back from our honeymoon abroad to a house full of boxes and proceeded to sift through duplicates and items that we knew we wanted to return and use to credit our purchase of a much needed dresser.

We visited the Crate and Barrel Beverly Hills store and started the worst customer experience ever. The location on Beverly Drive is in a high traffic area of Beverly Hills with no street parking. Hence, there was no easy load-in or load-out area. Subsequently, we opted for the subterranean parking. My husband went upstairs to grab a dolly to make the transition of items easier and when he asked for the equipment the first thing the associate said to him was, “What you should have done was pull into the alley way so one of our associates could help you.” So, let me get this straight, we should have known about the non-visible alley prior to entry? Wow, we’re totally at fault.

Next he brings the dolly down and we return together to the store floor with our six boxes. The store floor, the main floor mind you, is empty with no associates to be found. Finally, a female associate comes out of the stock room looking for an item. I said, “Excuse me is there someone who can help us with a return for our registry?” I got no verbal reply. Instead she shuffled over to the register and proceeded to unload our boxes to the register.

She asked if we had our registry number and I said all we had were the packing slips included in each box. She proceeded to ask, “So you don’t have the registry number then? Because that would help.” Crickets… So, I just smiled and said, “No, I’m sorry, the invoices in the gift boxes are all we received.” She shrugs and continues to sift through our inventory.

By this time, two other associates came by to help break down the boxes and move the inventory into a proper “go backs” pile. Neither of those two associates offered even a hello, how was your wedding, thanks so much for choosing Crate and Barrel. Nothing. Silence. Absolute awkward silence.

Finally, they handed us our receipt and gift card with a credit for the amount we returned. There was no explanation on when or how we could use it (in case you’re wondering, the credit does not expire and we’re able to use it online and in store). Even I had to say to them, “We get 10% off our purchases up until six months after our wedding date, right?” No reply except, “I don’t know…it should say on the card you first received when you registered.” Basically, I know their marketing program better than their own store associates. Fabulous.

Upon exiting, almost like a kick in the pants, we had to pay $5 for parking for 20 minutes to return our gifts. Valet parking would be creme de la creme service. We didn’t ask for that. But how about complimentary parking spots for registry guests?

Did I feel like Julia Roberts in “Pretty Woman”? Yes, I did but worse. Call me a drama queen, or even a drama llama. Fine. But, I’m disheartened. This was about our wedding, my husband and I creating our new home and the family and friends who became a part of it by being exceptionally generous with their gifts. Instead we left the store with disdain and disbelief, or in other words, “WTFJH.”

So to you, Crate and Barrel, I say that customer service when done right can save you one less unhappy bride and groom.  One customer well taken care of could be more valuable than $10,000 worth of advertising.

———- UPDATE ————

After sending feedback to C&B online, posting my blog and tweeting a link to it last night, I thought my complaint would go nowhere. But alas, a representative from the Office of the CEO at Crate and Barrel called me around 1pm today at profusely apologized on behalf of the store, division and corporation. She said the company does pride itself on catering to wedding registry clients and was so sad when she read my post saying, “I felt like I was there!”

At the end of our 20 min convo, she graciously offered a credit towards the dresser we’re hoping to buy and said to let my sister (who is now registered at C&B) know that whatever they can do to also help her experience, they’ll do. We can’t wait to use the credit in addition to our return credit to purchase our new dresser from C&B. Thank you again to Erica and the rest of the Crate and Barrel corporate team!

Louis Vuitton Celebrates 100 Legendary Trunks

From trains and legendary ocean liners, to automobiles and the first aircraft, the Louis Vuitton trunk has crossed time and borders. In 1854, Louis Vuitton, “layetier, trunk-maker, and packer,” offered a modern trunk that combined pragmatism and elegance, perfectly adapted to the current means of transport and changes in the lives his clients led. The House of Vuitton has served explorers and adventurers, princes, dandies, elegant ladies, and artists of all kinds. The Maharaja of Baroda, Pierre Savorgnan de Brazza, Douglas Fairbanks, Ernest Hemingway, Jeanne Lanvin -even Damien Hirst and Sharon Stone have traveled with Vuitton.

The House of Vuitton is now releasing LOUIS VUITTON: 100 LEGENDARY TRUNKS, and it’s officially on my Christmas wish list.

This book, with a preface by Patrick-Louis Vuitton, show-cases the most beautiful creations of the House through more than eight hundred photographs. The trunk-bed, steamer trunk, tea case, toiletry kit, circus trunk, library trunk, and caviar box are just a few of the many incredible pieces featured here, along with the equally incredible stories of their creation. A full technical survey, the bible of the artisanal trunkmaker, reveals the secrets of making a Louis Vuitton trunk. The exclusive edition for Louis Vuitton stores features a silkscreened cover and hard slipcase printed with Monogram canvas, reinterpreted from the 1896 original pattern.

From the first domed trunks to the most modern designs produced in the workshops of Asnières today, the spirit of the House of Louis Vuitton is still driven by the same reputation for excellence and expertise – and a desire to elevate travel to an art.

And, now the reason why Louis fanatics need to book a trip to France: from October 13, 2010 to February 27, 2011, the Parisian luxury house is staging an exhibition at the Carnavalet museum: Voyage En Capitale: Louis Vuitton and Paris.

My food revolution: a year without fast food

There has been a trend in people who have been giving up fast food across the country. From Jamie Oliver’s new show Food Revolution to Michael Pollan and clips of Food Inc. showing up on Oprah, more and more Americans are being influenced on the way they consume food. I’ve personally been swayed and have attempted to cut out fast food for one year of my life.

Today marks three months since I returned from trip to Sri Lanka and also a quarter of year of not eating fast food. So far I haven’t lost weight, in fact I’ve gained weight because I’ve been working out less and working more. But, I feel good about not consuming processed foods, not eating beef, not sitting in a drive thru (other than a McD’s by LAX while dropping off a friend who wanted to pick up food for himself), and not feeding the machine of a fast food nation.

Difficulties thus far have been my discipline. I’m weak. I can barely push myself to do another set of curls at the gym let alone go to my Well Fargo ATM without sniffing the In-N-Out next door.  The smells of fries have consumed my life. The smell of chicken nuggets and sweet and sour sauce – ok not going to go off the deep end. Ultimately, it’s been tough to adjust.

Visits to Trader Joe’s and Whole Foods have increased. I’ve also tried to use more greens and also eat 80% less meat. I’m not a vegetarian – I couldn’t go veg cold turkey (pun intended). But, I think if every person could consume less meat, we’d definitely be on our way to turn the ship of obesity and water consumption. I also have managed to get by with eating at dine in restaurants like La Salsa, Subway, and random cafes because of their non-fast-food-like preparation methods and healthy meal choices. Lastly, I don’t preach to others about my change in lifestyle.  I don’t make others change their behavior – I simply vote on going elsewhere when it comes to choosing a lunch choice.

One quarter of the year done. My goals for the next three months are to continue to avoid fast food restaurants, work out consistently, eat MORE greens, and drink more water on a daily basis. Wish me luck!

Book signing: Scott Schuman “The Sartorialist”

LA’s fashionistas congregated in the famed Beverly Center tonight to celebrate the book signing of “The Sartorialist,” a beautiful anthology of favorite shots from fashion blogger Scott Schuman.

Guests were dressed to impress and waited for an hour to reach the famed photog.  My favorite part of the night was when Schuman said, “Just keep them coming, we’ll get everybody signed.”  His passion for fashion and photography effortlessly translated to passion for his new crop of fans.

Stage style used to predict new mainstream fashion trends

If you went to Coachella this year, you were probably unaware that scouts from Express, Vans, and The Gap were watching. Dozens of trend analysts and their field photographers arrive at musical hubs like Coachella and SXSW with ultra-zoom lenses in hopes of spotting the freshest trends.

Style Sight, a trend forecasting company, showcased a photo compilation of concert go-ers and bands at the Art Center College of Design last week to manifest how their influences are infiltrating mainstream fashion.  One of the major focuses of the images was the “emo” movement.  Black, white, and red colors synonymous with the “emo” movement emerged from earlier bands like The Cure and have continued to surface in stage style and album artwork from My Chemical Romance, Green Day, and Fall Out Boy.

Bold and distinct, the color trio is now appearing in products from Toms Shoes, Threadless, and even in the big box brand Urban Outfitters pictured above. Other hints of “emofluence” are abstract stripes, subtle play on graphics, and a lower emphasis placed on masculinity.

If too many people catch on, what will the emo movement do next – shift to black, blue, and purple?

Eco-Friendly Fashion From Head To Toe

Sustainable fashion is possible! Although the best method is to shop your closet, here are my favorite pieces to construct the perfect green outfit:

Alkemie Jewelry “Cowry Shell” necklace, forged from 100% recycled metals, $120

Kitson LIV GRN “The world would be a better place if we all LIV GRN” T-shirt, 100% Organic Cotton, $48

Del Forte”Bluebelle” Mid-Rise Flare jeans, 99% organic cotton, $89

Bag the Habit “Reusable Shopping Tote in Plum”, 55% recycled fabric, $18

Zoe&Zac for Payless “Tigerlily Espadrille” platform wedge, organic cotton, hemp and recycled rubber, $27

Boutique shopping at Francesca’s in Downtown La Jolla

La Jolla, California is home to old and new wealth, the University of California San Diego, high tides, and the finest seafood imaginable.  The beach town is where I spent most of my elementary school days and is well known for the elite shopping, import shops, and gourmet restaurants lining Prospect Street. This past weekend I revisited the hot spot in search of the best contemporary boutique that offered trendy pieces at an affordable price. 

Aside from the usual brick & mortar boutiques like White House Black Market and Banana Republic, only one store shined through.  Francesca’s Collection, located near the center hub of Prospect Street, gives off a boutique vibe and is full of small treasures for beachy fashionistas as well as the passing tourist.

One would not know that the store was part of a nationwide clothing chain given its visual merchandising choices.  Accessory tables took center stage among walls full of stylish dresses and tops. One table had metallic gladiator sandals mixed with petite clutches, while another was filled with costume jewelry, each equally affordable.  The prices for tops fell between an unbeatable $28-$44 and dresses ranged between $34-$48. My favorites were a coral twisted rope top and black sleeveless ruffle top.

Before venturing on to find a tasty lunch, I asked the cashier if any of the pieces were made with organic cotton. She regretfully answered no.  So, I’ll stick to online boutiques for now (my favorite is Greenloop) until big-box stores start to supply more eco-chic products.  Still with a view of the ocean and fantastic eateries as neighbors, Francesca’s Collections is a gem for any techonista visiting San Diego this spring.

Personal finance for the Facebook Generation

“Generation F”, a demographic Gary Hamel refers to as the ‘Facebook Generation‘, is now influencing how financial companies design and develop new products.  While social networks like Twitter and Facebook become increasingly ubiquitous, applications for personal finance are scarce.   Most tools I have tried have yet to improve my bottom line, until now.

Mint.com is a web-based financial analytics tool for consumers that is changing how Generation F manages its finances.  By summarizing financial transactions from its users, Mint is able to provide valuable tools to track spending trends and habits.  Shedding light on these trends could potentially save consumers hundreds, or even thousands each year.

I’ve personally been using this service since 2007 and recently set a $200 monthly budget for gas.  Mint will display a graph of my current usage, allowing me to visualize whether I’ve exceeded my monthly expenditures.  If I’m over budget, I will adjust my spending habits and perhaps resist a last-minute Starbucks run.  My favorite feature: the ability to manage my account via an iPhone application launched last December.

Another company fast-tracking personal finance for Generation F is Revolution Money.  This Florida-based firm now provides the Revolution Card which is printed without the customer name or signature in order to increase security and reduce identity theft. The unconventional card, shaped like a bone, attracts users who appreciate design and creativity.  Moving beyond the constraints of PayPal, the company also features a free money exchange service between members, making it easy to pay a friend back for concert tickets.

Revolution Money only charges merchants a half-percent processing fee per transaction versus the 1.5% to 4% fees charged by giants in the industry.  This is great news for companies which are trying to reduce selling expenses.  Essentially, Revolution Money aims to pass cost savings to its consumers the same way ARCO did for retail gas in the 1980s.  Urban Outfitters and Nordstrom are among the 650,000 merchants which have already signed up to accept payments.

Once these financial institutions prove to be secure and reputable, they could become as powerful as Google.  After all, spending habits, consumer trends, and personal finance are the underpinnings of a great micromarketing strategy.

All cracked up over iPhone 3.0

By the time June arrives, I will have experienced the pattern of a new, cracked, new, old iPhone 3G. It begins with my  8GB iPhone purchased in August 2008 – love at first sight. By December I had ineptly dropped my prized possession in a cement parking structure, cracking the glass face into a deformed mess.  A small scratch of my hand was possible, but not probable.  Luckily, after a visit to my local Apple Store and grudgingly parting with $200 to replace the entire device, I was able to move on blissfully.  What I didn’t know then was the replacement fee the girl at the Genius Bar charged me was very fair compared with the new contract-free price of $599 reported 10 days ago.

So that was new, cracked, new.  Today marks the entrance of ‘old’ as an article on cnet clarifies what Apple enthusiasts have been buzzing about since February. Essentially, the company plans to launch a 32GB iPhone along with a low-end 3G version in June. This is great for the non-user but slightly frustrating for me.  Had I known a third-generation launch was imminent, perhaps I would have trudged through and dealt with the legible and functioning handheld for six months.  Unfortunately, I’m a techonista (fashionista who loves tech) and Apple built a piece of greatness – so why substitute perfection?

Basically, developers from across the globe are going to converge in San Francisco on June 8th for the World Wide Developers Conference and listen to the official announcement of what was buzzed about today. In general, all is well in my land of 8GB.  I’m not even using half of the memory and will not participate in the overnight wait to snag the snazzy 32GB.  What I will lose sleep over is the wait to upgrade to the iPhone 3.0 software, which Apple hails as the world’s most advanced mobile platform.  The features are not groundbreaking but long overdue. Copy and paste – why did it take you three generations to come to life? MMS – thank you for taking a seat at the table. Landscape keyboard – I look forward to working with you!

Eco-friendly fashion – a sustainable choice

Think the green mark left from your imitation metal ring qualifies as green fashion?  Think again.  True eco-friendly purchases can include clothing made from 100% woven bamboo, reusable shopping bags (just bought my first two from Ralphs last week), a recycled candy wrapper clutch or  recycled metal jewelry.

This necklace is one in a series from Debby Arem Designs. Titled "Three Ring Circuits" this necklace uses both recycled circuit boards and vintage beads

An increasing number of designers and producers are choosing a sustainable strategy that aims to reduce the industry’s huge environmental footprint, better audit clothing firms’ sprawling supply chains, boost the use of organic cotton and increase levels of precious metal recycling.

Recycling of gold and other precious metals can occur in many ways, but one growing source comes from people who are recycling their broken or unwanted jewelry. A  U.S. Geological Survey reported that 120 tons of new and old scrap, equal to about 67% of reported consumption, was recycled in 2008.  Essentially, the jewelry you sell must go to a precious metal refiner for purification with the minimum purity of 99.99 percent.

There are a myriad of companies that produce superb jewelry using recycled materials.  One company, greenKarat, claims there is enough gold above ground (already mined) to satisfy all demands of the jewelry industry for the next 50 years.  Makes sense, as much of it sits in bank vaults in the form of old and unused jewelry.  Fundamentally, greenKarat conceives that we have the ability to liberate this idle gold through our purchasing decisions and, in effect, reduce the demand for gold and other precious metals from harmful mines.

Another company, Alkemie, creates collections that are forged from 100% recycled metals.  All pieces are handmade locally in my native California and are featured in many of the finest boutiques around the world.  They effectively combine artisanship with sustainable principles.  One of my favorites from Alkemie is the Owl Coin on a vintage chain on the right.

According to the Earth Day Network Footprint Calendar, I currently consume 14.4 global acres and 15.3 tons of CO2 a year to support my unsustainable lifestyle. The reusable shopping bags I purchased were my first attempt towards reducing my carbon footprint.  While I can’t buy my air-powered car of choice just yet, I understand that sustainability starts from buying fewer consumer goods.  Consequently, I chose not to buy a new car until my current Honda Civic breathes its last CO2-emitting breath.  Am I doing more damage from not converting to available hybrids? Possibly.

In the end my unsustainable buck stops here.  Through my research for this post, I have found enough organic cotton t-shirts, organic cotton jeans, bamboo woven dresses, and recycled metal jewelry to appease my styling needs for the next few fashion seasons.  What green fashion will you favor?