Crate & Barrel — Failure to deliver couch or reimburse moving expense
RE: Order #: [protected]; purchased at Tampa, FL, store:
We ordered a couch at Crate & Barrel's Tampa, FL, store on February 25, 2017. The price, $1, 598.77, included delivery. When the couch arrived at our condo building on April 19, 2017, the delivery men said they could not get it into the freight elevator nor take it up the stairs to our 3rd floor condo because it wouldn't fit. When we called Crate & Barrel, we were told that the couch could not be returned, that it was our responsibility, and they instructed the drivers to just leave it in the building's driveway. Fortunately, the driver was considerate enough to put it back on his truck and return it to the warehouse. He is a private contractor, not a Crate and Barrel employee, yet treated us with more courtesy and respect than Crate & Barrel's customer service person.
When we phoned our sales person, Debbie Davis, she was of little help and told us that we could not return the couch or get a refund. The best she could offer us was store credit for one-half the purchase price. That was not only unfair but insulting to a long-term customer.
We were forced to hire our own mover, Greenlite Movers, to pick the couch up at Crate & Barrel's warehouse and deliver it. They had no problem getting the couch onto the freight elevator and bringing it into our condo. They simply removed the outer cardboard and plastic packaging, removed the cushions and pillows, and moved it into the elevator with ease.
Greenlite charged us $450.65 for the move. I expect Crate and Barrel to reimburse us for that full amount since our purchase price included delivery and Crate & Barrel failed to deliver the couch.
We sent this complaint to Crate & Barrel through their website, which provides an email form to transmit such messages. We never even received a response acknowledging that they received the message, something that almost all companies do.
We would like a timely response from Crate and Barrel and payment from them for the $450.65 we paid to have our couch delivered because Crate and Barel failed to deliver it.