Crate & Barrel - Richmond, Virginia

Taelor O.

I came into this store today to shop for a new sofa for my home and had a truly disappointing experience. While sitting on one of the display couches, reading reviews and checking dimensions with my friends, we were approached by an employee who asked, “Where are your parents?” and immediately followed up with, “You guys need to leave, these couches are for sitting and display only.”

For context: my friends and I are all in our mid-20s. We were quietly browsing—just like many other customers in the store. There was absolutely no reason for us to be singled out or treated this way.

Shocked and embarrassed, we spoke with a kind associate on the first floor who informed us the employee’s name is Mike. He was wearing a black button-up shirt and had grayish-black hair and a beard. I can’t express how humiliated and disrespected I felt. The rest of the staff was lovely, but that one interaction completely ruined our visit.

Making assumptions about someone’s age based on appearance is not only unprofessional—it’s discriminatory. We were dressed casually, as many shoppers are, and left the store immediately after this incident.

I was genuinely excited to shop here, but after this experience, I won’t be returning.

Ying

Very disappointed with my experience at Crate & Barrel today. My group, all in our 20s, sat on a couch while browsing furniture when an employee named Mike approached us—without even a greeting—and immediately asked where our parents were before telling us to leave. He claimed the couches weren’t for sitting on, despite other younger shoppers doing the same without issue.

Not only was this disrespectful and condescending, but I’ve never been asked to leave a store simply for sitting on a couch—especially one that’s meant to be tested before purchase. Why would anyone assume a group of adults needs parental supervision in a furniture store? The entire situation was incredibly rude and completely uncalled for.

gregg H.

Have you ever bought a couch you never sat on? The answer is no, when mike came up to me and my friends he first asked "where are your parents? " ( keep in mind were all around our mid 20's) after this he told us we couldn't sit on the couch. Although other couples were sitting trying out the different furniture. This comment by mike was extremely rude and off setting. This felt like Mike was having a power trip and just trying to be rude to us. If not sitting on the couch was a rule he could have let us know in a polite way, he didn't. The problem is THATS NOT A RULE, this was completely made up and inappropriate. I would not recommend this place to anyone. Just shop on amazon or choose another business to support but definitely not this one.

Colleen A.

My husband and I purchased chairs from Crate & Barrel in April 2024, and unfortunately, the quality of the paint job on the chairs was not what we have come to expect from Crate & Barrel products. We contacted the Short Pump Town Center Crate & Barrel store and received excellent attention from Samuel, the store manager, and Alyssa, the design manager. Samuel went out of his way to correct this situation for us. He made all the arrangements for our chairs to be replaced. New chairs were delivered to us, and the defective chairs were picked up at our house and returned to the warehouse. We are grateful to Samuel and Alyssa for all that they did to turn a disappointing situation into a positive one. Their attention to us as valued customers ensures that we will continue to be Crate & Barrel customers. Thank you, Samuel, Alyssa, and the courteous employees from the warehouse who delivered our new chairs and picked up the old ones. We appreciate you.
Colleen Anders

Urvi P.

Back in January my husband and I went in to look at some sectionals and was greeted by a designer Rob Morgan. After spending hours in the store we ended up making a really big purchase. As we got to the register to finalize our order he convinced me to open up a crate and barrel credit card to save money and he also mentioned “multiple times” that I would be receiving double rewards points on my purchase which would have been $1600. At first I was not keen on opening up a CC but finally gave in. After few weeks later I noticed that I only received half of the points so went in store to speak to him personally and he was very rude and said he never
Said such things and told him to have those cameras above your head checked and he said he can’t do that, and I was putting words into his mouth. My husband was with me the whole time rob and I was having a conversation about opening the card. I will not be making any more purchases with this store as when you want to sell stuff you are all happy and polite with the customers, but when you point out their mistakes they get very rude with you.

Priya G.

I had a very disappointing experience at the store. The employee I interacted with was rude and unhelpful, making the entire shopping experience frustrating. When I asked about a specific purchase related question, they gave vague information instead of trying to assist me properly. Their attitude felt dismissive, as if my question was a bother rather than a normal part of customer service. I always love shopping at this store because they carry good stock and I feel like it’s better to see a particular item in person before the purchase. The store used to have nice people and the shopping experience used to be great everytime. But for some reason this employee’s attitude today was rude and not helpful at all. I did not feel valued as a customer and I think its unacceptable to have a company encourage such behavior. I hope management addresses this issue and improves their customer service.

Mia J.

Pricey furniture but everything is great quality. Lots of awesome kitchen gadgets. Very clean and spacious; fun to shop around. Hilary helped us and she is AWESOME! Extremely polite and helpful and knowledgeable.

Debra W.

This was my first time going here. I really enjoyed walking around. I didn't buy anything this time. But at least I now know what is sold here.