The staff at Crate and Barrel are very nice and helpful but the process and product needs improvements.

Last March, 2019, we had a designer come to our home to assist in selecting among other items the sofa with matching ottoman, leather chair and rug.

In beginning June, after the furniture had been paid for in full as required, we were notified that all the items were ready for delivery. When the truck arrived on June 15th the $3,000 sofa was made from the wrong fabric, the leather chair had nail holes and the rug had been misplaced.

The staff at CB on June 18th ordered replacements sofa and chair and we were told because it was a replacement it on a "rush" order.

On September 11th (six months from date ordered) the all furniture finally arrived as ordered.

It is now January, 2020,.

The back cushions on our $3,000 sofa are not what we expected. When sitting on the sofa the cushions will not hold their shape and the insert gets scrunched up inside the shell which requires us daily to remove the liner and reposition the insert (see photo below).

At the age of 72 I may, or may not, need to buy furniture again, but if I do it will not be at Crate and Barrel.

Location: El Dorado Hills, California

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