This feedback focuses solely on the corporate customer support and its management, not on any local store or staff. It seems the company shows little regard for its employees or customers, considering the extent of understaffing and disorganization present. I spent over 90 minutes on hold without ever reaching a representative. The phone line was essentially ineffective. Throughout the day, I tried to resolve my issue via text, which seemed to be the sole method to contact support. I was continuously paired with different agents, none of whom had any context from previous discussions. Each interaction felt like starting over. No one appeared to know what had been previously addressed, what actions had been taken, or what steps to follow next. Despite repeating the same information multiple times, there was no advancement towards a resolution, no escalation, and no accountability. The entire experience was chaotic, inefficient, and incredibly frustrating. It felt less like customer support and more like a system meant to wear down customers until they surrender. For a brand that positions itself as premium, this level of support is simply unacceptable. The issue could have been resolved quickly; instead, inadequate staffing and flawed processes ensured it wasn’t. To reiterate, this does not reflect on store associates; it highlights a failure in corporate customer support and processes.
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