Crate & Barrel Reviews

Terrible customer service from a manager over the phone. The table came with defects that I was not aware that all the wood potty all over the table was considered a defect. Well now the wood potty is falling off and crate and barrel would not stand with their product. She said that she heard kids talking in the background so they probably damaged it which is NOT THE CASE. You can see clearly there is wood potty all over the table but she says they are scratches which they are not.

We ordered a Nuna stroller/car seat combo for our first grandchild’s baby shower. The box came damaged, so I called immediately to have it picked up and returned for a replacement. After SEVERAL calls, text messages, etc, assurances that a replacement would be sent as soon as it was picked up, their system failed us. The item will not be received in time for the shower and will hopefully make it before the birth. This has been ongoing for 3 weeks, with multiple false promises. I am extremely disappointed with Crate and Barrel.

DO NOT ORDER FROM CRATE AND BARREL. When your product doesn’t get delivered they will tell YOU to file a POLICE REPORT!??! The delivery company has no proof they delivered yet I have to waste the police time to file a report??! THIS WILL TAKE WEEKS, I'M ON WEEK THREE STILL!

I had a very disappointing experience at this store. On Monday, I came in to request an exchange for a coffee machine. Giselle assisted me, and unfortunately, she was very rude and dismissive. She did not listen to my situation and immediately told me it could not be exchanged without properly reviewing the case. Later, Diana stepped in and approved the exchange for a different machine. I want to be very clear: the machine was only opened, not really used. Based on that approval, I was told to come back on Saturday because the person who originally handled the purchase needed to be present.

I purchased a previously owned Cuisinart from the Crate and Barrel in Asheville, NC. We thought it was a good deal until we got home and plugged it in…NOTHING. I called up and told the manager that the machine was dead. He said that it was an electronics purchase and their policy is no returns - no refund. I explained that the unit did not work. So a customer purchased this unit and then returned it because it did not work. So C & B cuts the price by 50% and puts it back on the floor to sell again. But it doesn’t work!!!!! Really lousy customer service, the manager is an idiot.

Worst experience ever. Made my order around February 10 to be here for my grandchild 1st birthday on the 21st. Today is March 2 and when I called it’s not been shipped yet, I call last week and week before.

Begging everyone to not buy anything from Crate and Barrel!! They never showed up for a delivery for a 95 year old woman for a recliner that she sleeps in!! Spent the entire day trying to get the chair delivered and they did nothing! They Don’t care at all!!! And it takes 20 minutes minimum on hold to even get through to a customer service person!! Drove 2 hours at 6:30 a.m. to receive the delivery!!! They gave me another available delivery date smack in the middle of the week! Ridiculous!! Most people work then. Am I suppose to take a day off from work for their mistake??!! Worst company ever! It’s disgusting really!!! And no compensation either!!! They have such low ratings on any reviews!

Poor customer experience, We were shopping the after Christmas sale at the Boca Raton, Town Center Florida location. We were in need of a Christmas tree and found the perfect tree located in the furniture section, close to the bedding department. The (who apparently was a manager) wasn’t interested in our conversation regarding the tree as she was on the phone with someone else. Another sales associate was trying to help us was frustrated because the manager wasn’t interested in the sales associate (female) request to support us..

Crate and Barrel. I bought the Babyletto Kiwi Glider Deluxe December 6, 2025 from Crate and Barrel For my daughters. January expect baby delivery. Order processing and shipping delays were never mentioned during the Ordering process. After inquiring about the the slow processing and Shipping, I was informed it would be March of 2026. Upon contacting customer service they indicated there was nothing they could do, however, they did delete the delivery fee. After more BS excuses I asked for a refund. Crate and Barrel indicated that I would have to wait for the March delivery in 2026, then arrange a pickup and delivery back to the crappy company. I’ve had to go out again and buy a Nurture&, which is better quality anyway, in my opinion. Crate and Barrel has the worse customer service I’ve ever experienced and I’m still out the money I paid in good faith. Do biz with this fraudulent, in my opinion, retailer at your own risk.

Purchased furniture and scheduled a delivery date (also confirmed via phone 2 days prior) and time window. Complete “no show”, no phone call, no text message, on phone with Customer Service for over 1hr+ with zero resolution. Called as instructed on Day 2, Customer service again cannot reach driver or warehouse (how is this even possible??). Should avoid a company with the customer service and complete lack of care for customers' personal time. This is truly outrageous! Only second review I have ever made in my life - indication how frustrating it is dealing with a company who simply doesn’t care!!! Will not buy anything further from this company. I’ll update this post when the furniture is actually delivered!!! You would think that if a delivery was missed, they would deliver the next day, we’ll see.

I ordered a set of baking dishes online. When I opened the shipment, I saw that the mid-sized dish was broken into multiple pieces. I followed the return process. I submitted the information online which included photos and a description of the issue. I printed out the packing slip, the description of the issue and returned the package through the shipper specified. I received a notification that the returns warehouse received the package on Oct. 24, 2025.

Super disappointed in what used to be a great company. Order a gift online three weeks ago and have been charged but no contact. The company says it’s a third-party vendor, but regardless they won’t let me cancel it or refund me. We have disputed it on our credit card. I would not order anything online from this company

Crate & Barrel!! Worst customer experience ever. Great design and good quality products, reasonably priced but total lack of respect for the customer, promises not kept, no follow-up. Terribble store staff, incapable customer service hotline. On the other hand, CB2 is different. Like opposite twins. Very friendly store staff who go out of your way to help you.

I ordered over $250 worth of dishes for a wedding shower gift. The initial delivery had damages but replacements were sent immediately which was great. There was a vegetable bowl that arrived 3 times broken. My daughter asked them to pack it good however, each time it was stuck in a box without packing. Today she received it again broken. There was no packing at all. How can you ship glassware by UPS without packing it? I've worked with carriers for years so I know you are probably having a difficult time getting damage claims paid. I did not upload my receipt but my order number is ** for your reference.

I ordered from Crate and Barrel on Nov 2. They made a hold on my credit card but cancelled the order saying the payment didn’t forgo through probably your bank’s error. It wasn’t my bank and so the hold remains for 30 days because they can’t remove it! I ordered again same gift online using a different card this time. Same thing. Cancelled order and a hold on my debit card for 7 days, so they can put an unlimited hold on my card, cancel the order so I owe NOTHING.. But they can’t remove the hold they placed on my card but they could cancel the order!!! Thanks for nothing. Terrible customer service too, good luck getting through the Hope to talk to anyone.

How dumb can you be this time of year? It's Christmas and millions of items are shipped around the world. A majority of reputable companies have the decency to send packages in unmarked boxes. Not Crate and Barrel. Item came in the display box with nothing but a label stock to the box. Sending a $1000 knife set in the box has to be the stupidest thing I have ever heard. Not only was the package almost stolen but now a Christmas gift was ruined. Great job, incredible customer service and impeccable business practices. Net promoter score best in class.

I have been emailing, texting, calling since July to have an issue with my counter stools resolved. A chair doctor was sent finally sent in October. He said the stools could not be repaired and Crate & Barrel would be in touch in a few days. Still waiting despite numerous calls and emails. Every call involves a run around and promises of a call back. I have heard from employees that the customer service is horrible and now I see this for myself.

I ordered multiple porcelain serving bowls with "guaranteed to arrive before Thanksgiving" promised. It never arrived despite ordering 10 days early. Customer service was horrible and did not seem to care in any way, and did nothing to help other than say they are busy.

I have been trying to use a $150 Crate & Barrel gift card for 3 weeks. The first time I tried to use it was the first time I exposed the pin. The card didn't work online, so I called. They told my I had already spent the $150 - and I asked how that could be since I didn't know the pin until that afternoon. The associate said she'd pass it along to management so they could tell me what was purchased and promised a call back that day.

Worst customer service once you leave the store and have made the purchase. There is a severe lack of customer service. Complete disregard for communication. It's all smiles when you are in the store, but all hell breaks loose once you leave. You are on your own when it comes to scheduling delivery or any follow ups or delays. Best buying experience in the store but the worst afterwards.