Crate and Barrel Reviews

First, I requested Crate & Barrel to send new parts so I could fix the drawer. Customer service said they would send the parts, but they never did. Next, I followed up requesting a repair technician, since they would not send parts for me to fix the issue myself. The repair person arrived and informed me that Crate & Barrel no longer carries the parts required for the repair. They did their best to fix the issue using the tools and parts available.

Soon after, the drawer started breaking again. I reached out to customer service requesting a refund or a replacement dresser. Crate & Barrel informed me that they cannot send a replacement since they no longer carry the dresser I had purchased. Instead, they sent another repair technician to investigate the issue. The next repair technician told me, once again, that Crate & Barrel no longer carries the parts required for the repair so he did not fix anything. Then, I followed up with customer service requesting a new dresser of equivalent value. They refused to send one since they no longer carry the dresser I originally purchased.

Finally, I requested a refund for the full purchase price. They refused to issue a full refund. Instead, they offered a final refund of ~$200 in the form of a store credit to Crate & Barrel. First, I do not want a store credit to Crate & Barrel - why would I ever want to buy their low-quality, overpriced junk again? Second, this amount is about 1/5 of what I paid in full for the furniture, tax, and delivery for a product that was broken within 4 months of receipt that Crate & Barrel has repeatedly refused to repair or exchange for me. Their customer service agents Adrienne **, Enrique G., and Jessica K. were extremely unhelpful and not accommodating.

We waited until September. Delivery day arrives, we are so excited to receive the furniture and to our disappointment only the bed frame and night stands came. I call customer service AGAIN, no one knew why the dresser didn’t come with the rest of the furniture. The lady was beyond rude and just scheduled for delivery for the following week. Delivery day arrives again, I took off from work again and no one shows up. No calls, no texts. I call costumer service several times to eventually find out that the dresser was damaged and that’s why they didn’t deliver in the first place. Mind you that the dresser arrived to the warehouse back in April and no one ever checked to make sure it was in one piece.

One of the customer service guys even told me that something seems odd because someone else purchase way after me and already received the dresser. He said he was going to look into this and call me back himself. I’m still waiting for the call. That was in September. I continue calling to get an update and they eventually tell me another dresser is coming and should arrive in November. I receive a text saying the dresser arrived and scheduled the deliver. My husband takes off from work this time (it’s the 3rd attempt) and 2 delivery guys show up with only the frame of the dresser. SERIOUSLY!! How screwed up is this company!

They make a few phone calls and tell us the the dresser is coming next week. Guess what! It was supposed to come this past Wednesday. No dresser arrived and no call from anyone. I called the store this time to speak with the manager, Jo-Jo. She reads off the notes that every customer service put in from my calls and tells me she is going to look into it. I am still waiting!

I’ve been a customer of Crate and Barrel since my early 20s. My entire living room is from there. I’ve never experienced such bad customer service. Oh and they already charged my credit card in full even though I still don’t have the rest of the furniture I ordered in January. I requested a refund and they said they can’t. I asked to cancel the order, they can’t do that either. So now it the end of the year, and no dresser. I feel I have been robbed. I have spent hours calling customer service about this. I’m tired and disappointed.

I was offered 15% coupon on a new item, but would have to pay for delivery on it. Even after I already drove 8 hours to acquire this one. This is bad business and would never shop at this company again. My designer friends told me to beware of Crate and Barrel, but I gave them a chance. And it backfired on me. I’m out that time driving and a days pay.

My recent experience with Crate & Barrel has been infuriating. I ordered a day bed for our nursery and was prompted to purchase a Naturepedic mattress at checkout, as the day bed didn't come with one. Little did I know, this would turn into a costly and frustrating ordeal.

* Non-Returnable Mattress: To add insult to injury, when I called Crate & Barrel to address this issue, they informed me that the mattress was non-returnable. This critical detail was conveniently hidden on their website at the time of purchase. Now, I'm stuck with a perfectly good mattress in its original packaging that they refuse to take back because it shipped from a third party vendor. By the way, they also refuse to connect me said vendor.

This experience has left me deeply frustrated and disappointed with Crate & Barrel. Their lack of transparency, misleading information, and refusal to make things right have cost me $800 and a great deal of time and aggravation. I strongly advise against shopping at Crate & Barrel to avoid being ripped off like I was.