Customer Service has been revamped in the past year and it hasn’t been good for the company or its employees. The restructuring was ill-conceived, poorly planned and poorly executed. Caller wait times have increased dramatically and associates have less time to follow up with customers — which forces customers to call back over and over — which increases call volume and creates longer wait times. It’s a vicious circle.
In the four years I’ve been there, it seems that changes are made to keep the company “in line” with “industry standards.” That’s not a good enough reason if the changes don’t work. They’re hiring more associates, but their training is abbreviated. By the time they get on phones, they’re unprepared and quickly become discouraged. Recently the company started using temps who don’t seem to have much invested in their job. They have terrible language skills, no enthusiasm and are just plain lazy.
Working in Customer Service is not fun anymore. No one has time to do the follow up work necessary to make customers happy and it’s very stressful. I often work through my breaks, come in early and NEVER leave on time because of the work load. Several coworkers in my level have quit recently, along with two supervisors and a manager. I’m not surprised. I recently applied for two openings in Leadership, but was disappointed when both those jobs went to lower-level associates. How does one go from Level 2 to Lead while skipping over Level 3 completely?
Beautiful store, nice employees, pleasant customers, reasonable hours but data driven
Crate & Barrel is the Disney World of home goods. One of the benefits of working at Crate & Barrel is the beautiful setting. The store I worked in had a great team of happy workers. People worked as a team and supported each other. The managers were reasonable and fair. Every store has it's own culture.
Some stores in some States pay commision, others pay an hourly wage. Raises are meager. Last Christmas, Corporate had to raise seasonal workers hourly pay $1 an hour to attract Christmas help. This resulted in an increase of $1 an hour for everyone in sales.
Job reviews while filled with high praise for your customer service, will be determined by your ability to shill credit cards that have an interest rate of over 28%, capture email addresses and maintain a high number of untis per transaction. When your store does well, managers will be rewarded with bonuses but the workers on the front line do not benefit. Corporate is out of touch with the front line employee needs and the over the top expectations that they have for these employees.
The work on the sales floor is fast paced during the holidays and extremely slow at other times of the year. Sales staff is expected to be knowlegable about the products being sold. Crate & Barrel has many sales tasks that go beyond just ringing sales. But helping customers find the perfect item for their home or a gift can be fun.
For part timers, the hours in the store are varied in quantity depending on the
I took pride in my job and it took a lot of work to get the store visually up to par with the other stores in the region. It was a lot of physical, dirty work that my visual manager and I had to do on our own at 5am/6am unless we were fortunate enough to get a couple of merch associates to help. I would be so exhausted from the entire week that I spent my days off recuperating and mentally preparing for the following week. Also as part of the management team, you have to have open availability, close at least one night a week, and work a weekend day.
Overall, there's no consistency with training from store to store. You'll find fairly new associates training new associates on products, standards, and policies which often leads to misinformation and bad habits. They hire candidates who have no experience in the position they were hired for. Assistant managers should have more say in who gets hired for positions within their departments especially if it's a team leader role.
Managers within stores who don't want to move up should be moved around to other locations. It's easy for them to get set in their ways so this would allow them to look at things from a different perspective. It gives upper management a chance to see how they grow or don't grow even in the same position. The managers who want to move up should be mentored properly. Having an Individual Development Plan (IDP) is great, but it's not effective if the store manager doesn't follow up. Also, the IDP only focu
ProsDiscount, healthcare benefits, 401(k) company match, and bonuses if you're a manager.
If you are looking at Sales you will you only be part time. There are no full time Sales or Merchandizing that they are hiring for ever! They will work long hours, 8hrs, they tend to be boring and just exhausting.
You learn the basic of registrar, ordering,back orders and lots LOTS of product knowledge. If you are lucky, you will learn some thing along the way like the back room or back order. They do not like Sales team in the back at all! You more then likely get in some kind of trouble.
Management... like many places you got your good ones and just terrible ones. For the sales, they show you who their favorites are!!! Half the time. I just wanted to do my job and not be bothered by them. If you need help they are their for you just like everyone else is. Something on registrar have to be approved my a manager and they can take a while to come get to you. Often times leaving you and the customer annoyed with the wait time. I did not fill welcomed by them if i had to share a problem or concerns. They just email each (other management) other and share with the problem that someone shared with them in confident. Often times, They keep quite and look the other way. Just so they do not get involved.
Co-workers, they know how to work around the system and the so called "favorites ones" will take advantage of it. Often leaving the floor and returning just to be seen on occasion for their whole shift. They have lazy-er employees just like everywhere but you know who they are
Honestly if your looking to only work and not have a life work here.
So for me the best part of this job was the days go by decently quick as long as you stay busy and
Keep moving. A pro and a con is the overtime! Pro you can make really good money and not spend any of it because When I was hired I was told it was 8 hours Monday through Friday 7am to 3 pm and an occasional saturday but they were optional immediately after my first day was told that the loaders come in at 6 and work till 3:30 because they were busy right then. I was ok with that come to find out a week later when I got my training and started using the lift lift driver had to come in and work 10 hours Monday through Friday 5:am-3:30pm and the only Saturday I had off was the very first Saturday I worked there every Saturday from that point on was made mandatory at 6 hours about a month later they made saturdays mandatory 8 hours! And then they even threw the occasional mandatory Sunday! 8 hours it had become to much not to mention barely any holidays off and if you got covid you were required to use your own sick time and vacation time to cover the days you missed...... all round the money did not make up for the job after the second month your dead tired and will stay that way until you quit get fired or move on from them because honestly there schedule is going to be that way for atleast another year and a half maybe 2 years but I feel like there just going to make that the shift schedule. So all in all if your not doing anything with your life and want to make a bunch of mone
It started out okay as a part time job. The training was not detailed enough and personally could have done a self guided training. There are changes every week and no hard policies for customer service and these entitled customers they attract. Customers know it too, so they get any and everything they want by being mean and complaining and disrespecting you daily. The most abusive behavior is always rewarded and your overall ratings are insulting by far. Theres not enough structure and too many folks making overall decisions for changes so end result you have tons of useless updates weekly over and over until you wave the white flag. The system is always being worked on and finally if you are not burned out by now from all of this mayheim, you kinda just walk away from a chaotic run position with no sign of completion to a smoother run company. There is a culture of popularity contests which permeates throughout this company, so when they have their contests if you are not a favorite do not expect to win. The employee discount (30%) is a joke because you always pay shipping which is about 15% of your purchase. That really makes sense especially since merchandise is so expensive. I did better as a plain paying customer with free shipping promos. Not a fan or customer going forth at this point. One last thing..They publicized their pledge of 15% and personally I did not see any vendors of color added, but I saw alot of frivilous celebrated days internally acknowledging diver
Customer Service Representative at Crate is a lot harder than it seems. We are the ER and CSI of the store. We have to deal with an onslaught of customer calls, and only one person is scheduled to take them all. Management will not help answer phones then tell you to get better at answering 10 calls at a time. Our phones have no proper system to put calls on hold.
We get yelled at by entitled customers over trivial things like curtain rods taking longer than expected to arrive, or a minuscule fleck on a sofa. We also have to investigate, coordinate, and run interference with our logistics company for furniture deliveries.I should be making way more than $12 an hour for the amount of work I do and trouble I put up with.
The sales associates are constantly reminded of sales numbers but given no incentive to achieve these numbers. They'll never get a raise, they'll never make full time or receive benefits. With blatant favoritism there is no way them or anyone else can move up unless you're on the list of favorites.
Though upper management is run by women, the other women here with opinions who get things done and have strong personalities are constantly "talked to" to be more happy and positive. The men never are. There is a lot of whispering behind closed doors, drama, and passive aggressive tactics.
ProsEmployee discount, some nice co-workers, good benefits
Conspay is not comparable to amount of work, too much emphasis on sales with no incentives, management not understand of different personality types, passive aggressive environment, favoritism, no way to advance if you don't play the game
High paced winter season retail store with good benefits
A typical day for me at Crate&Barrel during the holiday season was hectic, I was a seasonal worker and I had prior experience in the retail business thanks to IKEA. I say if you are a first time job seeker this is the best place to begin with. What I really enjoyed from my time working at Crate&Barrel was how hectic it always was. The energy was almost always booming. I quickly learned how to deal with overwhelming and inpatient customers. The hardest part of this job was having to tell the customer 'no'. Even though it was scarce to ever have to say no to a customer there were times when they would ask a sales associate for out of the ordinary tasks. Key things to look out for is Crate&Barrel is always refinishing, transforming, and renovating the store every other week if not every week. Not only was the store experiencing this change but the employees and customers as a whole witnessed and felt this change in a positive way. If you do not like change this would not be a good match for you. If you do, knock yourself out!
Prosexcellent communication!, will never feel lost unless you do not self advocate, all the staff is very helpful and friendly to new comers, a challenge
Consevery customer has their own way of doing things and will expect you to follow their way, expect to learn how to build a card board box under glaring eyes, after holiday season is over store resumes to its usual slow pace, one can say the extra time gives sales associate a moment to make up work for oneself, will be bored if u have not made work for your self
C and B is a wonderful place to work. Its filled with positive people in all age ranges. There are college students, young people fresh out of school, people needing a secondary job, and women coming out of retirement because of boredom. I worked there when I had a secondary income (alimony). But that's over now.
It's been one of the most active jobs I have ever had. I average six miles or more on my Fitbit everyday, and have been able to loose fifteen pounds!!!!
Everyday, management starts the day with a pep talk, very much like a coach of a foot ball team. They are able to get everyone excited to greet the public, and to feel like part of the team. The most impressive thing that I have noticed is the ownership that they instill in each employee. Each person walks away with a feeling of
"This is Our Store! This store is a direct representation of Me!" In my experience, when a person feels like that they'll go the extra mile, whether it's retail, food service, or medical.
Another plus about their management style is "Don't sweat the small stuff, cause it will drive you crazy." They don't get into petty things that cause problems, and they don't seem to flame the fires of work place gossip. They stop it before it starts.
The only real down fall of working at Create and Barrel beside the lack of hours and lack of benefits, are the prices. They are rather expensive. But you get what you pay for. We do get a discount but not enough on my salary. Unfort
ProsExciting, energetic, fun, every day is like Christmas.
ConsNo consistency of hours. No benefits for anyone but management.
If you've worked corporate retail before, working at Crate & Barrel is exactly what you would expect. The large corporation does not care about you. If you're lucky, you get a dollar over minimum wage. It's a big store where you will be responsible for a lot of inventory, and corporate will expect you to learn about some of it, but there isn't much pressure. There is little room to move up except within store, and even then, the additional pay does not make it worthwhile. Customers can be excessively rude as many of them, especially in my location, are rich and entitled. Due to Crate's lean inventory (most likely for higher profit margins) customers are left waiting months for orders to arrive, and then employees need to deal with the irate customers on the front lines. It can get insanely busy on weekends and holidays, and you can find yourself overwhelmed. Like any retail job, there is a strong disconnect between corporate and in-store operations; we are working with broken/outdated technology on the daily, and all of their solutions fall flat. Corporate likes to paint us all as one big, happy family, and then they force us to work through a pandemic without hazard pay. For minimum wage, you can find a much easier retail job and maybe even something owned by mom and pop. If you do get hired in any corporate retail, please remember your new mantra: minimum wage for minimum work.
Conspoor benefits, minimum wage, lack of adequate tools, always the stick and never the carrot
Hired as seasonal sales associate for the holidays and then PT after. It was a fun fast-paced place to work and the pay was surprisingly good. I had no idea what I was doing but other associates and managers (there seem to be a lot of those) were quick to step in when I needed help. Everyone was very nice and the whole store had a strong team atmosphere. A big plus: the work force was very diverse in terms of color and age. Superb management at the helm. Some concerns: training is inadequate. There are so many exceptions -- I'm referring primarily to the myriad situations with merchandise returns - we should have been thoroughly trained on their system by receiving something in print and commensurate company time to study it, but instead we had to learn what to do as we encountered each situation (which occurs 25-30% daily but are all different) which usually involves calling for a manager or another SA while the now-aggravated customer waits. I don't effectively learn (and retain that information) observing one demonstration, swiftly completed by someone else, on the spot, once or twice in a week. During the holidays there are unnecessary delays as lines of weary people wait to check out while associates are furiously boxing purchased gift after gift, after completing the sale and asking everyone's name, rank, and serial number. It's part of C & B's identity (the boxing) and so I'd never eliminate it, but the practice is in dire need of streamlining. Lastly, I'd
ProsWonderful co-workers and management, team spirit.
ConsInadequate Sales Associate training, TMI at check-out
Working at Crate was fun and motivating when I first started, and it seems things changed through the course of a few months, when management began analyzing and criticizing your every single move. Often belittled when you make a small mistake or ask a question, you are never rewarded for good performance other than a quick and forced "nice sale!".
Employees voiced their concerns and nothing was done to change. Salaries have been stagnant despite sales booming during the pandemic, which, funny enough, has been used as an excuse to avoid raising wages. Managers expect you to approach customers and push sales, yet they don't meet those expectations themselves. Some sales associates are more skilled than their own bosses, yet they are paid very little above minimum. No commissions.
In turn, customers can be absolutely wonderful and understanding and a few ones can be unpleasant. Coworkers are fantastic and supportive of each other, making for really fun times during work, which is probably what's retaining employees. Beautiful and useful products are sold at the stores, which can be interesting for decorating, kitchen appliances and gifts.
All in all, this company has great potential and sells great products, which makes the customer experience generally good. Sadly, the same could not be said for those running the store, which definitely changed the way I see a company I once loved.
ProsDiscount, fun sales team excluding managers, kind customers
ConsMicromanaging, Ordered and pushed around, no breaks after standing all day, toxic environment
Questions And Answers about Crate and Barrel
If you were in charge, what would you do to make Crate and Barrel a better place to work?
Asked Feb 17, 2017
I would ensure to listen to employees grievance instead of just listening to mangers the management and company do not value great employees.
Answered Nov 18, 2019
Reasonable work tasks
Answered Nov 1, 2019
How is the pay
Asked Aug 1, 2017
Not compensate as in the past you gets cents for a raise and than that add a whole level if extra work that people use to get paid extra to do and pretend it's and honor.
Who does CS management think they are following.
A bunch if monkeys could manage that place better.
Get REAL managers !
Answered Sep 17, 2019
13 an hour for packer
But other positions pay more
And if you work 2nd shift
Answered Nov 2, 2018
What is the best part of working at Crate and Barrel?
Asked Feb 7, 2020
Answered May 25, 2022
The friendships, but also making connections and helping the customers find exactly what they are looking for.
Answered May 12, 2022
Do they drug test upon hiring and what kind of drug test is given?
Asked Oct 19, 2017
Yes they drug test for any Distribution position.
Answered Feb 22, 2020
Background and 5 panel drug test. Just returned from the drug test.
Answered Jul 17, 2019
What are the shift times?
Asked Aug 23, 2017
6:30 am - 3 pm
3 pm - 11:30 am
Answered Feb 22, 2020
7:45-4:15 and multiple time in between until 11:30-8 pm .
Every 2 weeks you get a mix on the roll of the dice.
Than 6-10 or 11 pm or 12 during Holiday season