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Reviewed Nov. 27, 2023
TL;DR: Crate & Barrel sells expensive junk that breaks within months of delivery. Their customer service refuses to repair, exchange, or adequately refund for their low-quality products. They do not prioritize customers, service, or quality. NEVER BUY ANYTHING FROM CRATE AND BARREL. --- Purchased a dresser for almost $1,000. Within 4 months, one of the dresser drawers started breaking at the front/side (front panel falling) and along the side (tracks). Not what I'd expect for a "quality," expensive furniture purchase.
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.
Reviewed Nov. 27, 2023
Kept sending me promotion for free shipping site wide on order over $149. Only about 2% of small items are eligible for this, even if you spending $3000. Furniture/rugs/ Lies about “best they can do” and offer a “discount” but I said I already have a better code and then they say, "Oh ya. That’s the best we can do." They are greedy. The customer support is slow and don’t care about you.
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Reviewed Nov. 7, 2023
I bought a blanket for $150 and it was so thin you could see through it. Returned immediately and it took 1 month of harassment to get my refund. Never buy from this company again. They told me it usually takes 4-6 weeks for a refund. Why???
Reviewed Nov. 4, 2023
I purchased the entire bedroom set back in January of 2023. The sales agent Allison told us the pieces were expected to come in February and some in April. After we paid them she informed us that we would have to pay separate shipping fees if we wanted to get the items in 2 separate orders. I kept quiet, but felt it was misleading. Well fast forward, after numerous calls and text messages customer service can only tell me it’s in transit. The arrival dates kept changing each month. The dresser arrived in April to the warehouse, but because of the delivery fee they wouldn’t deliver the pieces as they came in, we have to wait for the entire order I was told.
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.
Reviewed Nov. 3, 2023
Worst experience ever bruh. Extremely overpriced for ridiculously bad quality and rude customer service. Such a disgrace. I was inexperienced in buying furnitures and thought the sofa was supposed to be $5000 - it doesn't have to, it's not made from gold. The media console arrived with missing parts and the holes drilled are not aligned properly so the whole shelf just wobbles. I paid $3000 for that piece of junk. When the twist desk arrived with a crack the delivery team told me they have to take it back. I was trying to cancel the order and ask for a refund. Guess what, the lady on the phone just told me I was stupid because she explained 3 times she can't cancel the order until the item goes back to the warehouse. WHAT? I will keep calling until you give my money back. You made me do this.
Reviewed Nov. 2, 2023
Spoke with Luis M. From Customer Service regarding my package. He kept me on hold for 35 minutes without coming back to the phone to ask me to hold longer. When he came back I gave my order number and he told me to "wait" in a rude way after keeping me on the phone for that long holding. I will never shop with Crate and Barrel due to their unprofessional customer service. Worst customer service skills ever experienced!
Reviewed Oct. 31, 2023
I ordered two outdoor sofas and cushions on Aug 21, the website stated it would be ready EARLY Sept. Throughout the month of Sept - first of Oct., there were no order updates or email communications on my order. I called several times, and the pieces were still missing. Finally, around Oct. 10, after I contacted them again, they were ready to set up delivery but the soonest was Nov. 7! My order sits in a warehouse that I paid $250 to have delivered, waited another month for all the pieces and another month to deliver with zero communication by C&B. This is unacceptable when you've spent over $5000 or any amount.
Reviewed Oct. 24, 2023
Will never order from this company again. Crate & Barrel brought a cracked dresser to me on Sunday — for a $300 shipping fee — and I called on Sunday later that day to try to get a redelivery, they couldn’t help me. I called Monday and talked to two people, they could not help but promised to email me personally and through an automated email from Crate and Barrel. I didn’t hear a thing from anyone. I called today (Tuesday) and surprise, no help again. Supposedly my case has been elevated to a supervisor and now I get to wait an additional 24-48 hours to hear back. Wow talk about customer service! In the meantime I have nine drawers worth of clothes on the ground, the guest room and bags in my hallway and no clue when I will get my 9-drawer dresser. I paid thousands of dollars for this dresser and this horrendous level of service. Order your furniture from anywhere else! Buyer beware, they will take your money and not deliver.
Reviewed Oct. 18, 2023
I ordered this table in August. It was available for pick up on October 17th. I drove from Memphis to Nashville to pick it up. The marble top was a bad piece with a large fissure in it. It was cracked halfway through the table. They also didn’t have any table legs for the table. I called customer service and was told they could deliver me a new table to my address when picking up the broken one. Then I was told to text them. During text I was told that they can’t get me this table or offer me delivery on a new table during the pick up of the defective table. So, I’m out a whole day of driving to Nashville and back home to Memphis with a defective table.
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.
Reviewed Oct. 4, 2023
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.* Lack of Day Bed Dimensions: Crate & Barrel's website failed to provide the dimensions of the day bed, so when the day bed was delivered, it wouldn't fit through the door.. I refused the delivery and immediately requested a refund.
* Misleading Information: Assuming that by refusing the day bed, I was also refusing the mattress, I was shocked when, a week later, the $800 mattress showed up unannounced in our apartment building lobby. Crate & Barrel had never communicated this, leaving me with an expensive and unwanted mattress.
* 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.
Crate and Barrel Company Information
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