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!