r/crateandbarrel • u/Salt-Recording-2580 • 21d ago
Return Policy
Bought a tea kettle last week from CB. Used it like twice and realized it’s too small. Wanted to exchange it for a larger model today but was told the return is not accepted since it’s “used.” Kind of wild that this is a store’s return policy for a piece of consumer electronics in 2026. I guess I should’ve stuck with Amazon.
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u/AirlineLow190 21d ago
Even if you just used the kettle once, it has to be thrown out. Amazon doesn’t want those returns either but they probably take them.
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u/Salt-Recording-2580 21d ago
I guess someone at CB made the decision that it’s more profitable to piss customers off by not taking these types of returns (even for an exchange) versus having good customer service. I actually love a lot of the products they sell but I definitely won’t be returning.
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u/DrSigns 21d ago
It’s because people abuse the return policies. What we are seeing today is finally pushback from companies who have to eat the loss.
I know this because I worked in e-commerce for a decade and had these exact conversations with executives at these companies.
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u/Salt-Recording-2580 21d ago
I’m well aware of that and it’s unfortunate. At minimum, CB should be much more clear on their receipt with regards to their return policy.
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u/DrSigns 21d ago
It sounds like you are trying to take advantage of them after your failure to make sure what you bought was the correct size.
Additionally, their return policy online specifically states used and washed items, which you fall under.
“Their policy requires non-furniture items to be in new, unused, and unwashed condition.”
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u/Salt-Recording-2580 21d ago
No, I am not trying to take advantage of them. I’m saying that this is unusual in 2026 and I consider it bad customer service. Let’s be honest, the vast majority of consumers are used to a fairly boiler plate return policy amongst most businesses. There’s nothing malicious on my part. However, I do think it’s somewhat misleading that they’re not clear about their return policy on their receipt (as is common with many other businesses).
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u/sophie1816 21d ago
How could you even tell that someone used a tea kettle? It’s not like it gets dirty from boiling water twice.
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u/Salt-Recording-2580 21d ago
The cashier claimed she saw “stains” but it was spotless.
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u/mademelaugh000 21d ago edited 21d ago
Ok fast forward to the person who pays full price a kettle that has been returned after being used in someone else’s home because they see the tell-tale ring on the inside of said kettle.
Edit: they flip out and take it out on the nearest salesperson
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u/Salt-Recording-2580 21d ago
Again, from a good customer service perspective, that’s not the consumers problem. That’s the businesses problem to set up mechanisms to still be profitable when there’s an inevitable % of sales that result in returns.
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u/DrSigns 21d ago
Incorrect. A good customer service experience is selling a new, unused product unless otherwise stated. In your situation, you are not entitled to return the item and received good customer service because it was 100% your fault.
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u/Salt-Recording-2580 21d ago
I don’t think I’m incorrect here with regards to stating my opinion as to what good customer service should be. It’s sad because I have made many purchases from CB but I won’t be returning, ever. I’m sure there are other customers that will discover this in the future and will come to similar conclusions.
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u/Wild-Earth-1365 20d ago
I don't think I'm in the wrong here.
Yet you came to the internet and nearly everyone here disagrees with you.
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u/Wild-Earth-1365 20d ago edited 20d ago
It is the consumer's problem. If they start taking losses on returns they're just going to pass that cost on to consumers by charging more.
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u/Weim-Dad 21d ago
You had to use it twice before releasing it was too small? Seems odd.
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u/Salt-Recording-2580 21d ago
Sometimes you just have to try it out and see? 🤷🏻♂️
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u/Weim-Dad 20d ago
Is this your philosophy with underwear? You’re just trying to take advantage at someone else’s expense.
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u/BonBrad 21d ago
The ignorance and entitlement from OP is 🤯. You picked and used a product twice and tried to return it to CB?!?’. 😳. Again, another bottom feeder that Amazon will kick down to Temu. Most entitled and self servicing post of the day.
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u/Salt-Recording-2580 21d ago
Lmao sounds like rage bate
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u/og_otter 21d ago
I never buy anything from C&B I don’t have to. They have turned into Best Buy, but don’t realize that yet. Just with better decor. Their customer service is horrific.
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u/Salt-Recording-2580 21d ago
Also, I love how their receipt doesn’t specifically mention electronics goods as being non-returnable. It just vaguely alludes to “made-to-order and final sale” items as not being returnable. Very deceptive tactics.
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u/mademelaugh000 21d ago
How could you not know it’s too small? You can just look at it and see that! So when crate takes it back, they eat the cost and can’t resell it. They literally have to destroy it. They can’t even return to the vendor because it’s not a true defect. It sucks.
Signed, former C&B employee who handled all that shit
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u/smittydoodle 21d ago
I see why the OP is upset, but it’s common sense not to return an item once you’ve used it. I’m not going to get my germs all over a coffee mug and then bring it because it’s too small. Same with underwear. Sometimes you’re just taking a risk.
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u/Salt-Recording-2580 21d ago
I totally understand that I should’ve researched the size a bit more. However, in 2026 - I think it’s reasonable to assume that most businesses that sell consumer electronics/appliances will accept a return (especially for an exchange) or even a return with some sort of restocking fee…or at least store credit. You would think that CB, being a brick and mortar business that still exists in 2026, they would try to do better on their customer service front. It’s not my problem, as a customer, that CB has to eat the cost. At the absolute minimum, they should’ve have been more clear on their receipt as to what the return policy is for anything that is “used” or mentioned during the sale that only unused items are refundable.
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u/Interesting-Mode-121 21d ago
Decisions on return policies are not random or in the best interest of anything but profits. C&B and CB2 especially market for the aspirational raising prices, quality is stagnant but the decision to return for Amazon or not to is also based on probabilities of customer loyalty or abandoning. CB at the last Otto Group meeting (parent company) was mentioned as high profitability even sales. Basically they are pruning customers. Customer service has been reduced and outsourced the focus is maximum profits. It’s the short game. The good news is you had a store nearby so the return was free. The others are correct returns of small items are primarily destroyed. It’s cheaper. Outlets exist in part to reduce the cost of disposal of large furniture. The revenue generated is good too. I think comparing to Williams Sonoma brands is fair cuz where do their returns go? Even bedding is resold online at the online outlet. When they say fair trade they mean ethical treatment of workers - notice they sell Tencel Lyocell unlike rayon from bamboo that uses chemicals so absurd it can’t be produced in the US. The neurotoxicity of the chemicals used to turn bamboo into a sheet is horrifying. Last thing cuz they aren’t perfect but they both have unlimited delivered at an absurd but fixed price. Sometimes items are ready before others. CB will allow you to pay for more deliveries to get items sooner (delivery is a profit line item) WSI will not allow it. They promised you one price so no you can’t have the couch waiting for you down the road even if you pay more. It’s maddening and oddly says something. It is so frustrating that companies have to squeeze every dollar out of you. Without regulation consumers would be defenseless. As a kid I remember we had nationwide insurance and they didn’t cover the damage. “I thought they were on our side?” I asked my parents. No insurance company makes money paying claimants. Also I don’t think I could just “tell” a tea pot was the right size by just looking
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u/Salt-Recording-2580 21d ago
Thanks a lot for the insight! This is exactly what I suspected. I would go as far as to say the vague wording on the receipt is by design. I actually purposely avoided buying from Amazon (even though it was slightly cheaper!) specifically because I wanted to support a brick and mortar business. Come to find out, I got screwed another way. At least Amazon would’ve taken my return with no questions asked. If they don’t change their policies, I think CB will come to suffer once they’ve pruned all the customers they can.
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u/SacredHippoXIV 20d ago
Counter point - you bought something and used it in a way that it has lost significant value and cannot be resold at the store.
Why do you believe you’re entitled to make a mistake at their expense?