Complain about a product or service

Crate & Barrel

Laura writes:
In Spring 2000, I ordered a cabinet/armoire from Crate & Barrel in Oakbrook. Fred was my sales associate and was extremely pleasant. To my delight, my cabinet was scheduled to be delivered only THREE days later!! This was wonderful because I had just ordered some bedroom furniture from another vendor (Darvin, yuk!) in March and was into my eighth week of waiting for those pieces to arrive.

Anyway, the Wednesday it was to arrive northern Illinois was hammered with thunderstorms. I mean, record-breaking rain fall and winds. It was unreal.

That morning I was contacted by a delivery representative who wanted to confirm my delivery. She was considerate and well spoken. My delivery was to arrive between 12 and 2. At 11 AM, the same representative called to say the delivery truck was experiencing some mechanical difficulties (trouble starting) and would it be all right if they delivered my piece later in the afternoon. She apologized profusely for the inconvenience. I said that would be fine. At 2 PM, she called back to say the truck had broken down on the highway. Her regret was palpable. They were going to make arrangements to get another truck out to pick up the furniture and complete the deliveries. I told her that if she wanted to set my delivery up for the next day, that I was flexible. She said she appreciated that but would try her best to get my furniture out as originally promised.

ell, she called back asked if, truly, the next morning was ok. I said Sure and the next morning at 9 am (the first delivery of the day) my piece arrived, was unpacked by cordial gentlemen. Everything was checked and double checked. It was great! But wait, it gets better...

Friday, Fred called to see if I was happy with my furniture selection and if everything was to my satisfaction. I told him the piece looked great and when, in passing, I mentioned they had a bit of trouble getting it to me, he apologized and asked if there was anything he could do. I told him everything was great and thought that was that.

Two days later a check arrived in the mail from Crate and Barrel for $50, reimbursing my delivery fee!! One week later, a letter from the Director of Customer Relations sent me a letter of apology and a gift certificate for $50!

You could have knocked me over with a feather.

The products are of high quality and someone (at least in Oakbrook) is doing something right with their staff. At EVERY point of my experience with Crate & Barrel, I was impressed. No other furniture store has matched them!! They definitely deserve a place in the Good Guys (and Gals) Gallery!

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