Crate and Barrel
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Crate and Barrel Reviews
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Delay after delay. 2 months and still no furniture. No excuse other than they are still waiting for delivery of the couches. I would not recommend anyone buy furniture from Crate and Barrel. I would only buy what is on the shelf and never ever buy anything that is not in stock.
I purchased a sofa and was encouraged to open a store credit card to take advantage of a promotion whereby I would receive a gift card for a percentage of the sale. The gift card arrived in the mail and I put it in a safe place until I was ready to order more. There was an item I wanted, but it was on back order so I figured I would just wait. I went to use the $360 reward today and it was not going through. When I put on my reading glasses and looked closely at the very faint size 3 font small print at the bottom, I realized it expired! I didn't even have it for 6 months! What a scam! $360 is a lot of money and this company should either make the use time longer or be CLEAR IN BOLD PRINT that it expires quickly.
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We ordered and paid a deposit on July 3rd and have still not received our furniture that was promised to arrive in January 2023. We were told that the remaining balance would be due when the furniture was ready to be picked up. We have yet to receive our furniture, and Crate and Barrel now want us to pay in FULL before they ship it from a USA warehouse through customs to Canada, and take another 2 weeks or more to arrive. This is a complete SCAM and I do NOT advise on buying furniture from this company. I am still waiting for crate and barrel to deliver my product to a local warehouse as PROMISED, and I am perfectly willing to pay the remaining amount when it is READY to be picked up.
Just a few months after purchasing the Court dinnerware, 4 pieces had already chipped. I contacted customer service who informed me that they would not do anything to remedy the situation as I had purchased this dinnerware at the Crate and Barrel Outlet. However, the Crate and Barrel name was stamped on the product, the price of each piece was the same as online, and there was no indication that this product was less than first quality. I spent $250 on 4 piece place setting and a couple of accessories. The website for this product clearly states "chip resistant".
Customer Service response was a joke. Not even asking for photos or offering a discount or replacement. Citing outlet purchases are final sale. The outlet did not have a any signage relating to final sale of this dinnerware! I purchased this product based on the online description. Very, very poor quality product and Customer Service even poorer! The Crate and Barrel name means nothing to me anymore except overpriced junk!
I purchased a dresser online from Crate and Barrel. I've purchased thousands of dollars worth of merchandise with them before and the quality has always been good. The dresser arrived and was damaged with scratches. I called customer service and was offered a discount to keep it which I agreed to accept. About a year later the slow-close drawers began to malfunction. When I called to seek a repair I was told that because I bought it as a "final sale" (their words, not mine) and had accepted a discount that I had no recourse and that they would not stand behind the product. I explained it was not purchased as a final sale but at full price. It only became a final sale (according to them when I accepted a discount to not return the damaged goods).
Why should they no longer stand behind their product just because they sent damaged goods and then offered a discount as compensation which I accepted? With their prices one would think they would stand by their product regardless of whether they sent damaged goods. I can't in good conscience purchase from them again. I would think long and hard about any purchases you make from them. They're fine to deal with as long as you don't have a problem with their merchandise. Buyer beware!
I purchased a couch in 2016. I noticed a few of the cushions of small areas where the seam is ripping. They provided absolutely no warranty resolution for this issue, instead they blamed me for "moving residents" and/or "vacuuming". Their solution was to either purchase an entirely new couch (of course through them) or purchase new cushions IF they still made the same couch. This is absolutely appalling considering how much you spend on products through this company. Their warranty policy is 30 days after purchase of product which is comical! I do not recommend purchasing anything through this company and will not be purchasing anything else through them. The customer service is ridiculous and extremely disappointing. Anything damaged or "wear and tear" will be your fault and they will not provide any way to fix the product unless you SPEND MORE MONEY WITH THEM.
I am sharing a review on this site since Crate and Barrel moderated my review and would not post it. I purchased the Avondale sectional back in January with the expectation that it would be delivered in August. This was understandable at the time due to supply chain issues. August arrived, and a damaged sofa was delivered (cracked leg and tear in fabric). The sofa was put back on the delivery truck. The Crate and Barrel customer service rep I spoke with seemed to be on top of re-ordering the sofa for us. We got a new delivery date of September, which had to be rescheduled for October due to a hurricane. No one showed up on the October delivery date. I called the delivery company to inquire and they informed me that the sofa was damaged and the delivery had been canceled. I called a local Crate and Barrel store for a status update (which was helpful since every time I called Crate and Barrel customer service, they couldn't give me any info).
It turned out they were delivering a temporary sofa to us. This was a frustrating surprise. No one mentioned a temporary sofa to us. This seemed like a waste of time and resources if we didn't want or need a temporary sofa. It also turned out that the Crate and Barrel rep who originally helped me return the damaged sofa never placed the order for our replacement sofa!!! At this point in time (October), I was being told that our sofa would be delivered in February. After two damaged sofas, very disappointing customer service and communication, and having to wait over a year for a sofa, I decided to ask for a full refund, which they gave me.
I will say that the sales rep at one of the local stores was very transparent about what had happened, which I appreciated. The store rep told me they would send me a small Crate and Barrel gift card to all of this inconvenience, but I never received it! This has been extremely disappointing for someone who has shopped at Crate and Barrel for years.
Extremely long wait, longer than they say, and poor service. Bought two sleep sofas in May and was told up to 6 months for delivery. Bought because having company at Christmas. In these 6 months, they have no idea where your furniture is or when it might be finished (comes from China?), and they can't give you an update. I find this appalling - it's a furniture company - how can they not know the status of your furniture?
I finally get the call that my furniture is ready for delivery (after the full 6 months) - to their warehouse in the US (I'm in Canada, bought on the Canadian site). When they say "6 months delivery" they mean to them, not you. From there it's another 4 weeks to get to Canada (and another $700 per sleeper added on later for this privilege), and another 2 weeks to get a delivery company in my city to get to me. I won't get my furniture until earliest the end of the year. Too late.
I ordered May 28 for 6 month delivery, and their next projected date for delivery to me is Dec 27. I ended up going to Ikea and buying two sleeper sofas to accommodate Christmas guests - now I will be stuck with 2 overpriced sleeper sofas. There is of course NO WAY to cancel the 'bespoke' order no matter how bad their service. I don't know why someone would put up with that level of service. Oh - also - no way to leave a bad review on their site. In the meantime spoken to some designer friends and find that they don't buy from C&B for this very reason. Expensive lesson learned.
I'm posting this here because C&B "moderated" my review, meaning they refused to publish it on their website as written. C&B provided legal language as to the reason citing the review must be about the product and its use. This is ironic given I cannot use the product because it is damaged and I cannot get a new product to use because of their vendor and delivery issues.
The Calypso cabinet is beautiful. It arrived with broken glass and misaligned drawers and cabinet doors. This has resulted in 4 additional failed deliveries over the course of >3 weeks and several phone calls to C&B customer service. The delivery issues are ridiculous (2nd attempt-delivery company no showed, 3rd attempt-delivery company showed up but without enough movers to pick up damaged piece and drop off replacement, 4th attempt-no showed for the second time. I even called C&B on the delivery day to confirm it would arrive given the issues, and yet the delivery company still no showed again. I was told by the C&B customer service rep that on this delivery (unlike all others) they could not give me a window and I would need to be home all day. During this call, the rep was rude, antagonist, and unhelpful and hung up on me.
To note, all other customer service reps were great. C&B refunded the delivery fee after the 2nd failed delivery, which I appreciate, however this hardly compensates for the time and frustration of this experience. I have had to follow-up in every instance of failed deliveries versus C&B or the delivery company leading resolution. At time of writing this review, the damaged piece has not been picked up nor do I know when this will occur. I am requesting a refund and again requesting the damaged piece be picked up. I do not want to give my business to a company who operates this way, including "moderating" honest reviews.
I placed an order on Nov. 12, 2022 and was advised it would arrive between Nov. 16 -19. The next day showed arrival would be Nov. 19 - 21. The next day stated it would be Nov. 20 - 22. The next day it would be Nov. 24 -26. On Nov. 20 I received an email that the item had been shipped by FedEx along with a tracking #. The next day, Nov. 21 I entered the tracking # which showed the information was sent to FedEx but the item had not been receive by them. My Credit Card was charged the following day after the order was placed. As of this Date Nov. 21, 2022 (9 days later) I still don't know when or if I will receive my order. All they have done is lied about the order over & over. if there was a rating less than 1 they would get it from me.
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