Service in the store was very positive and friendly, but the experience in actually receiving the product has been anything but. Placed a fairly large order that included a bed and paid for delivery. We were quoted a mid-October delivery date. The delivery didn’t occur until mid-November, and when it did the bed came damaged. Among other things, the table we ordered did not come with the hardware/screws to actually put it together. The delivery team took the bed back, but now C&B is quoting a December delivery timeline for the new bed. We asked for a specific time window on the new delivery date due to scheduling conflicts — but were told they can’t guarantee anything because deliveries are routed geographically, which I’d understand if this were an ordinary delivery and not a re-delivery for damaged product that came a month late. As an added bit of fun, prior to a follow-up call to customer service, they also suggested that we come to the store to pick up the hardware for the table once it arrived and assemble it ourselves despite having paid for the delivery/installation. UPDATE: Reducing to 1 star, as the saga continues… Called as instructed on the original review, and was told we’d get a call back to see what they could do to make it right, but never received one. The store had requested the delivery window we asked for, but we just got the call from the delivery company today and they want to deliver outside that window.

Not impressed. I ordered a small item online in February 2021 and a day later was sent an email stating that "We're having trouble processing your payment for order XXXXXXXXX. To avoid cancellation, visit the link below within 48 hours to update your payment information and billing address." I did as instructed and the information would not update online, so I contacted customer service by telephone. Even though the service rep was helpful it took nearly 30 minutes to look up my data and update it (apparently). I say apparently because I never did receive my item. My cc was not charged either so I was left wondering if it was indeed cancelled, or if this was a scam since I had to verify every piece of information that I had submitted online (but nothing more). I believe it was the former, but after having ordered a thousand items online over the years with many different vendors and not having this happen, I question this company's customer care. It would satisfy me if I was contacted by the company and it was explained what had happened.

Recently ordered a couch from Crate & Barrel. The couch is great and exactly what i asked for. My problem was with the delivery, there was a mix up with the address as the couch was for my new condo however they had my house on file as the mailing address. The condo address was never confirmed and the couch went to the house. Once this was discovered the Crate & Barrel rep that called me was incredibly difficult to deal with saying it was my fault i gave the incorrect address and now i would not receive my couch that day. I said it was unacceptable and she said well then it would be late around 9:30 PM delivery. Couch ended up arriving at 10:30 Pm The original delivery was set for 2:30- 4:30 Pm. Aside from how the Crate & Barrel representative managed a problem i am happy with the couch however i will not be recommending this store after i feel i paid too much to have to argue with a representative over whose fault it is that the address is incorrect. Very disappointed from a customer service standpoint.

We attempted to order online at first, but accidentally ended up on the American site. Came back to the Canadian one and none of what we wanted was available on it. We opted to come to this location to see if in store was any better than the online selection. It was, thankfully! But the prices are substantially more than the American one BEFORE shipping and after converting from American to Canadian - apparently this was necessary to argue in store, which leads me to my 1 star. Never have I ever had to argue with an associate. But there is a first time for everything. The customer service was garbage until we voiced that we had made a decision on our purchase. Then it was suddenly less vicious and smiles all around. The condescending conversation and tone was enough to put us off for life. We bought our machine but will definitely avoid Crate & Barrel in the future. I'm sure said associate will be relieved to hear as she didn't take kindly to my returned tone as response to hers either.

This store sold me a beautiful wooden book case, imported from India, that contained an ACTIVE BEETLE INFESTATION in the improperly treated wood and then refused to take the book case back because we didn't discover the infestation until 4 years had passed. The life cycle of the powderpost beetle is 5 years! The larvae eat their way out of the wood leaving a mess of sawdust and surface holes. The management believes that we somehow infested this book case ourselves. Yeah right! After a DIY fumigation that seemed to get rid of all the bugs, they've actually popped up again in the last couple of days. I don't know what's left to do except keep trying to fumigate or throw it away entirely. Research led me to seeing reviews of this company from all over the USA where customers experienced the exact same problem as me. Beware of their "rustic" wooden furniture...

Ordered the Dunewood dining table from this location. Beautiful table. The 1-star rating is for the horrible service. We agreed to wait 4 months for this table as it was backordered. This ended up being 6 months due to various delays. Once the table finally arrived it had some damages and some very obvious attempts at being "touched up"... guessing they were hoping we wouldn't notice. I sent some images and requested an exchange which they agreed to. We were quoted 2 months for the arrival of the new table. A week before the delivery date, we were notified our replacement had arrived damaged. We were given a new delivery date. This cycle has since repeated itself 3 MORE TIMES. Four months later, still waiting on the replacement. When I requested to speak to a Manager, I was denied and told to give it "one more chance." Needless to say, I am not hopeful.

Had an extremely strange interaction today with an older sales associate. This woman accosted us while we were browsing through the store and muttered something along the lines of, “this is a private store.” It was a baffling statement and taken alongside the context of the way she followed closely behind us while asking us questions when we clearly weren’t interested in engaging in conversation, indicated that she thought we were stealing or weren’t the proper clientele for the store. Incredibly unprofessional behaviour and we felt so uncomfortable that we left just a few minutes later. I’ve never had an issue at this tore or any furniture store prior to this occasion. I should also add that there was nothing to indicate that we weren’t proper clientele for the store - the only thing that could have stood out was that we were an interracial couple.

How obvious it was that they are now on commission. I felt chased around by a staff member, repeatedly asked to put the $15 item I was carrying behind the counter "for my convenience". and when I told her I had to think about an item "well it's less then a tank of gas". I also overheard her say to another customer who was thinking about a machine "it's only 17, $100 payments or 1700, $1 payments, whatever you prefer". At the till someone else was ringing in my items and she came to check to make sure it was her name/number rung in (it was also on the sticky note beside my items). These are just a few minimizing, pushy, shaming things. I have always loved crate and barrel but this was so incredibly off-putting I have next to no interest going back anytime soon.

Everyone here is so friendly and so helpful. I purchased a decently expensive item for a wedding registry in July, however as the store was out of stock, they offered to ship it to the bride. A month later we realize that she had never received it despite UPS saying it had been delivered. UPS gave me the runaround after so many calls and so much time on hold, so I called the location that I purchased the item from (Southgate) ..... and they just sent another one! Simple as that. no arguing, no hassle, and she was even nice about it. You don't often get that kind of service anymore especially in this type of situation in which you can't really prove you actually didn't get it. The bride is very happy with her gift and so am I. great experience all around.

I went to the Southgate branch to buy a grande sofa and after consulting with a salesman, I decided to go for the petite version because of width. Considering the smaller dimension, I expected a lower price but was unpleasantly surprised that both were identically priced! This query was ulitmately escalated to Amy, the customer manager. She called me and while she claimed to be direct, I found her to be curt, agitated, and condescending. She mentioned C&B was a 'higher end store' but I found her atttitude and approach very much on the lower end. Overall, disappointing service. C&B will do well in implementing staff and manager training to ensure customer retention and satisfaction.

Great kitchen, home and interior stuff, but the service is clearly reserved for people who look a certain age a/o income bracket‍♀️. I was greeted by 1 out of 5 sales people and ignored by 4. Honestly, I always leave that place feeling 10 years younger and as if somebody wants to frisk my bag for stolen goods. What a blow now that I finally started feeling confident about not getting asked for my ID at the liquor store anymore! Maybe I should have worn my business attire and flashed a bunch of bags with dollar signs on them? I'll make sure to get a "reseniating" treatment ahead of my next visit. Ps: I am hopeful that my new pasta bowls will make up for it.

Placed a curbside pickup order April 24 2022, only after arriving was told one of the items was backordered. Decided to cancel the order. Turns out for gift card refunds Crate and Barrel would mail me a gift card out of the USA. On May 13, three weeks after my order cancellation I reached out to customer support to figure out what was going on. Their solution was to cancel and resend me my refund. On May 17, now 24 days, after my order cancellation the initial refund card arrived, but now cancelled. At this point it will be June before I receive a refund for a purchase I cancelled in April. I feel I received a poor customer experience from Crate & Barrel.

I purchased a very expensive couch purchase in 2016. They have offered absolutely no solution to wear and tear on cushions. Instead the blame was put on me "moving" and "vacuuming". Their solution was to purchase an entirely new couch or new cushions (if they still make the same cushions) to fix this issue. The warranty they provide is 30 days after purchase only. Horrible customer service and warranty for the amount of money to spend on these products. Extremely disappointed and will never purchase through this company again. I will also be recommending to everyone I know not to purchase products from here. Absolutely ridiculous.

Beautiful, quality furniture, however we purchased a $400 bench that did not work with our dining room table and it cost us $200 in delivery fees. $100 to have it delivered and they want to charge another $100 to pick it up again. There was no option to pick this bench up or return it ourselves unless we want to drive to Calgary from Edmonton. Will never purchase from there again with such a horrible return policy on furniture. This was a simple bench. There was no mention of this return policy when I talked directly with their customer employee otherwise I would have never agreed to this purchase.

I ordered and paid for chairs after describing the height I needed with a sales associate. When they came in, they were too short. I was told a restocking fee would be in place but they would order me my higher chairs. When I went to the associate to help order the new chairs, they let me know they didn’t have any higher chairs in stock and I owed 25% of the chair cost for restocking (they never left the warehouse and were still in package). I now have paid crate and barrel $125 for nothing. I’m so bummed about this situation.

Was a regular customer here until recently I came into the mall today(haven't in months due to pandemic) however a specific item has been impossible to find a pitcher from the Leanne Ford collection well it just came in stock so I came into store and the manager Gordon refused to sell the floor model aka the last one on the shelf, not entirely sure why you would even have it out on display if it wasn't for sale?! It was a gift for my wife really disappointed at the apparent lack of customer service...

No hello, no welcome to our extremely expensive store, no welcome how are you? Just please keep your mask over your face as long as you are in the store. Try taking a sip of your coffee you’ll have 3 people on you requesting you to forget about thirst and focus on public safety. This place is ridiculous. How about some customer service ? Wanna get over priced furniture and an unforgettable experience, try Southgate crate & barrel. Thanks I’ll take my many thousands elsewhere!

We purchased a wall unit & console which arrived October 6th. Two of the three items were in good shape but the console had major scratching on the drawers as well as other damage. The replacement console arrived October 27th but had a split in the wood. The "new" console arrived this morning with the same paperwork from the original damaged console inside and the exact same damage on the drawers. Very disappointed in the quality control especially with the price paid.

Fantastic selection of home, kitchen and dining wear. Definitely on the pricier side, but in most cases the quality is worth it. They are also continually bringing in new products to keep things fresh and interesting. Every time I have shopped here, the staff have been very friendly and helpful, and they never disappoint when it comes to carefully packing your goods to take home. Worth stopping in if you're looking for something a bit more classy.

Nice stuff, very pricey, we said no thank you but enjoyed looking at things and sitting in some really nice chairs. And those mustard spoons! But. In the time we were there, we were approached at least once by what seemed to be every single person on staff, extremely (too) promptly upon our entering their respective zones. Friendly and helpful, but it would be nice if the staff were allowed to relax a little. (Three stars mainly for that reason.)

What an AMAZING experience! My fiance and I went in to start a gift registry for our upcoming wedding and WOW! Everything was laid out so perfectly that in the same amount of time we spent in another store, we were able to cover 10 times more. I have nothing but good things to say about the products and the customer service we experienced from the excellent staff. We highly recommend this store for a wedding gift registry. Couldn't ask for more!

I went in on Saturday to look at some appliances and cookware for Xmas gifts. I don’t think I’ve been followed like that since I was a teenager. The lady was literally 5 feet behind me, using displays to hide herself. Every time I noticed her she’d ask if I needed help, which was nice the first time, but more insulting 30 seconds later. Your distrust of “different looking” people lost you a big sale, and any future business.

One of the most pretentious stores I have ever been into. They wanted ~$500 for shipping as I live outside Edmonton. I made the comment that that was part of the cost of a sofa-the clerk then scoffed and said "At the Brick, maybe". Before this "interaction" I had planned to buy a few items. I just put them down and left the store. I was also originally planning to have my wedding registry there-definitely not going to now.

Vanessa, the assistant manager was the most spectacular person I have ever encountered in retail. She truly helped me when I was searching for a specific type of platter and spared no resource to ensure that I not only got the one I wanted but had an endless option of choices in that one specific style. I cannot recommend her or the experience shopping at this Crate & Barrel enough.

Kind of an awkward location within the mall, especially if you're parking to just go there. Lots of selection and knowledgeable staff. The staff are all diligent at upselling at every opportunity, kind of gets repetitive after a while. Price's vary widely. Some items are quite reasonable and others are overpriced. Look online as their website is quite good.

I could not find wooden bowls and plates anywhere in Edmonton and finally found them here. Nadia I think her name is, was super helpful to me the entire time and made sure I found what I needed from the back. the staff all seemed friendly and happy to me. when I asked for assistance to find something from the website, all of the employees acknowledged me

Very good selection of dinnerware. Helpful staff. Rating downgraded from 4 to 2 stars after horrible after-sales experince. Shoppers beware - C&B undocumented policy is to only provide 14 days of price protection against price drops or sales after you purchase. DON'T RUSH TO SHOP HERE ... WAIT FOR THE INEVITABLE SALES! I sure wish I had - wasted $50.

Total frustration experience with Southgate location. Store shows they have items in stock when they don’t or it’s their floor model which they refuse to sell so they can keep suckering in potential customers to their store only to be turned away. Thankfully the Bay in the same mall matched their pricing so 30 minute drive wasn’t wasted

To be clear I love Crate & Barrel. The furniture and home accessories are beautiful. I went to pick up a sale toss cushion that I'd phoned about and the person who answered found the last one in stock. The staff were friendly and knowledgeable. It is expensive but you can find amazing deals here. Great quality.

Very beautiful, great quality items, and very unique pieces for your living room, kitchen, and dining rooms can be found anywhere in the store. Absolutely love this store! They currently have decorative items to prepare your home for the Christmas season. Pretty darn good service to boot …

Well organized and clean store with attentive staff. You can spend a lot or a little at Crate and Barrel. Great selection of Holiday ornaments and decor. Always have a great experience shopping here. Also, the elevator to the parkade is a great way to access the store and the rest of Southgate.

I phoned The Edmonton location for help with an item that the online team was not able to answer. Chris was fantastic and helped me with all of my questions and made ordering a breeze! Thanks Crate and Barrel and especially Christopher A! Looking forward to our new furniture!

They kicked us out of the store because we sat down for two minutes, to merely ask if an employee that we know, was working, if i could give this store less than one star i would, i am not impressed with the customer service at this location. Horrible service!

I visit the store often, and occasionally see a tall south asian woman being quite obnoxious towards the other employees. Sad to see that this kind of behaviour is permitted, besides this incident, the store is great, employees are very helpful and attentive.

Received a $300 gift card for wedding gift but couldn’t redeem because they claimed it was redeemed in Toronto? Waited for 15 minutes to be told they’d let me know next week. They made me feel like I had already used it. #dontgivecrateandbarrelgc

I loved this place, my wife and I really enjoyed the experience, not only the store itself but also the staff and the atmosphere. Many products are excellent and they have a huge variety to choose. We definitely will come back for more.

Purchased 3 roles of $15 glitter wrapping paper. The paper did nothing but rip to shreds and the $10 extra sticky tape did not hold the paper. Wouldn’t allow a refund on the tape or the role of paper I had already used. Poor service.

Our experience with Crate has been exceptional from start to finish. Their products are high quality and their customer service is top notch. Clear communication throughout the whole process which is one less thing to stress about.

I absolutely love this store! So many neat home items that I wish I could afford to do my whole house with items from here. I really appreciated the staff today helping me put together a Christmas centerpiece for my table.

Came to pick up an online order.. ended up leaving with so much more.. a lovely lady Heather helped me find some gifts and showed me some cool ideas to go with them! She really made my shopping experience so much fun

Excellent customer service. I think the ppl they hire are either just naturally happy ppl or actually enjoy their jobs -- they seem quite eager to help, knowledgeable and friendly and not pushy at all.

Had a horrible experience with an employee here, when I brought it up to management they basically brushed the issue off. Definitely look elsewhere if you can for anything cooking or dining related.

Decent selection of furniture and other home related items. Not a place to go to get affordable stuff but the quality seems good. Also has kitchen related items and the staff seem knowledgable.

Quality beautiful furniture, amazing customer service. I bought a dinning table from this location, but there is a really minor damage on the table due to delivery, they replace it right away.

I bought few items and delivery kinda sucks. Delivering table top but not base. Keeping changing delivery dates. No point spending too much money when you not getting your stuff on time.

Bad customer service and terrible return policy. I gave this comment not because their staffs are rude and impolite. It is because they make barriers for customer’s reasonable returns.

Good designs, nice atmosphere to shop at, however, the employees are very pushy, bought some plates and bowls they are very bad quality for that high price, smashes easy cracks easy

Purchased a table and chairs. Sales rep was fantastic. Chairs showed up a different color than the table but Crate and Barrel was quick to rectify. Thank you for the great service.

You can find some neat things, but unfortunately they are super overpriced expensive and if you need to get something that isn't on display, you have to pay to have it brought in.

great store and friendly staff. I always have a good experience when shopping here. I love the selection of kitchen wares. furniture is always beautiful, but on the pricey side.

Enjoy the store with all of their great ideas. A little pricey at times. Also when you purchase a heavier package, carrying it through them all to your car can be tedious.

What a bad customer service!!!! They do not know what they are talking about! Wasted my time, big time!!! They told me false advertisement! Very disappointing!!!!

This is one of those stores you shop at if you entertain alot. They have almost everything you need, bit of course the 2 items I was looking for they didn't have.

Great store! The staff in the kitchen section are so helpful. She didn’t have what I needed but she did tell me where I might find what I was looking for.

Had the best customer service from Maki! She spent almost an hour with me picking out a gift and had great advice and ideas. Amazing experience overall!

Staff were friendly, helpful and enforcing the Covid-19 protocols. Didn't seem to have as extensive a selection as previous, will definitely revisit.

Some very nice things in this store but extremely overpriced and the staff constantly harrass you even though you tell them you're just looking.

This place is awesome, we love their products. Today Jody helped us and she was super helpful and super friendly with our baby. 5 stars. …

Had a very bad experience regarding the delivery date .No proper communication with the customer and the staff .will never recommend to anybody

Kept check out lines moving by directing others to the 2nd checkout station on the other side of the store, enabling fast shopping experience.

No shortage of people asking if you need help, when you need help that is a very welcoming thing but when you don't it is just the opposite.

We ordered a cabinet, paid $2500 in full and it has been two months. .. no idea what has happened to our cabinet or our money. Disgusting!

Horrible customer service. No acknowledgement from staff except dirty looks by a few of them, I will take my money else where after this.

Thank you to Marleen and the team at Southgate for a wonderful shopping experience today. The store is one of my favourite places to be!

Quality products at premium prices. The majority of the items are worth the extra price for the durability and functionality.

Fun and attractive (and pricey) selection of items for the home. I usually spend most of my time in the kitchen stuff area.

Crate and Barrel has the best quality in furniture even though price are higher then Other but still like to buy from them

Nice stuff. Some of it's a little more expensive than you might find elsewhere, but it's relatively hard to go wrong.

HORRIBLE SERVICE!!! Ignored by staff on more than one occassion.. all I wanted to do was make a huge purchase...:(

Wonderful place and best staff, please support our only crate and barrel for really Edmonton, stay safe and well.

Best place for real beautiful furnitures, sweet and helpful team too. Can be bit expensive but totally worth it.

Nice store. A bit pricey compared to Homesense but you will find very unique items and more high-end products.

Beautiful store. Great place for someone who is in need of ideas for bedroom, living room, and kitchen areas.

First time in a Crate and Barrel and we were impressed with the variety of merchandize and customer service.

Excellent selection of products and many are ethically produced. The staff are friendly and very helpful.

The place is beautiful. Bright, clean and well organized. But of course all that comes with a price tag.

Good store layout. Nice and clean. Staff are super helpful. Some of the products are over priced though

Noticed the inventory was lower than usual. Big department for baby items. Nice, but not interested.

Great place to purchase home accessories as well as kitchen essentials! Love their knife selection!

Great place lots of housewears. Amazing design in everything in the store. Great furniture too.

Beautiful pieces in an attractive set up, but very pushy sales people on that particular day.

they have a wide selection of products and some scratch and dent products on clearance too!

This place is with attitude but pricey. If you need to please your vanity - good shop.

Delivered our 8.5 foot table without a box or any type of packaging. Unbelievable.

I love shopping here.. friendly staff that is so professional and informative..

Bad French onion soup. It was plain and tasteless. The steak sandwich was good.

Went for bar tools staff was extremely helpful. Good quality at a fair price.

Nice customer service, but the markup of their products is beyond imagination

Beautiful environment and great selections. Very helpful and friendly staff.

Friendly helpful staff and can always find new interesting kitchen gadgets.

Great selection of well made products. Excellent customer service as well.

Awesome place! The people are incredible there! Very helpful and awesome.

Lovely home decor items,and helpful service. Also check their website.

Love this place and the product, its just out of my price point.

Love this store. Great quality items, and will keep coming back

Beautiful stuff but I can't afford to breath in this store.

Though pricey, we were impressed by their customer service.

Love this store. Excellent quality, selection and service.

Great place to shop for household items. Good collection.

Great customer service every single time I'm in there!