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| - My recent experience with Crate and Barrel
Before I start the review, let me start by sharing that I had previously bought a desk that came damaged. At the desk's price point, I ended up keeping it to avoid the hassle and frustration of the return process. I will throw it away when I am done using it. I had previously also bought a bed that was delivered damaged and returned it. After several more searches for a suitable bed, I finally settled on ordering the Tate bed from Helen at the Crate and Barrel store in Scottsdale. Helen was a delightful pleasant and very knowledgeable salesperson.
The delivery was scheduled for a week later between 5 and 7 PM. On the day of the delivery and prior to the delivery time, I moved the car, moved furniture and held back on getting dinner ready for my family. Towards the end of the delivery window and with no call beforehand from the delivery service, I reached out at 7 PM to the store only to learn that my bed would not be delivered due to bad weather. We had a very light rain earlier that day and despite the weather, I had been receiving automated calls every couple of hours saying they were on their way. I contacted Helen and left her a voice mail stating that if they could bring the bed the next day I would accept it. A woman named Candy called and after going back and forth on reasons why I could not have the bed delivered for yet another week, Candy confessed that the real reason the bed could not be delivered was that it had been damaged and they had to order a new one. Seeing as Candy had outright lied to me and that everything I bought from Crate and Barrel seemed to arrive damaged, I refused to accept delivery of the bed and asked that the order be cancelled.
Helen being a great sales lady called me to see if she could save the deal. I personally stopped at the store to share with Helen that my experience was not one that would merit high retail prices. I was lied to, mislead and delivered shoddy damaged goods. Helen asked me what she could do. As this point I really did not care if I did or did not get the bed as I was feeling disgusted with the entire experience. I told Helen I would take the bed if Crate and Barrel wanted to sell it to me at half off the retail price. I had found about a dozen similar beds on-line all with credit card protection and warrantees.
So today a woman named Jennifer called me out of the blue and totally at random. Jennifer starts to tell me that she can bring the bed to me the next day and wasn't that great? Sure would have been great Jennifer! I asked her what the price was going to be. This clever person tells me " don't worry about the price " let's just get you the bed " You will also get a gift card good at the store ". OK Jennifer now I am laughing at you and your approach, it's pretty funny really. What completely turned me off was when Jennifer told me " let's not worry about the amount of the card, you just get that bed and then we can see what the amount is". The more I thought about this the more insane I thought it was! Jennifer wanted me to pay for the bed and take a gift card for an undisclosed amount. There was no mention of my detailed discussion with Helen or the email that Helen sent to corporate. Just good 'ole Jennifer and her solution. Let's just forget about any of the conversations that preceded her call.
My prediction is that Crate and Barrel will be gone in less then five years. No one wants to pay their prices for that kind of treatment. Go on-line and you can find anything you want from Crate and Barrel for a lot less and NO hassles or horrible treatment. Perhaps Crate and Barrel can provide a business ethics training course for Candy to help her tell the truth the first time. Likewise, a customer satisfaction training course or two for Jennifer and her creative out of the box thinking could also be of some help - maybe?
PS THEY CALLED after we canclled and STILL were bringing the bed NO one knows what is going on in that store !
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