Crate & Barrel Reviews

No matter how good quality product Crate and Barrel carries, their transaction experience on website, and chat, customer service, Imprint card experience is frustrating. Once top level supervisor got involved, things moved faster, I am thinking probably the customer service user interface may not be self-explanatory or providing easier experience similar to website, which is why both chat with human and customer rep had issues. I was waiting for an item to come on sale to purchase for a while, it came on sale a week ago, I tried purchasing it online using my Crate&Barrel Gift card, Visa Gift Card, Crate&Barrel Reward points and Crate&Barrel visa card. But, website does not allow any other gift cards besides C&B card which is strange.

A few days later, checked the tracking on the item and a different date was listed for delivery. This has gone on for over a month now. 2 phone calls and I've not seen the item and customer service is no help. They don't know when the item will arrive either!! I asked for expedited delivery before the end of the year. The customer service rep said, "Oh it won't take a year". They can't tell me when it's coming but they can tell me when it isn't coming! Needless to say, I will be avoiding Crate and Barrel for anything.

Buyer beware: nearly $3,000 dresser finish failed after just over a year. I purchased a Crate & Barrel Keane 9-Drawer Dresser for nearly $3,000 including delivery. After owning it for just over a year, I went to move a vase that had been sitting on top and discovered the finish underneath had softened, become tacky, stuck to the bottom of the vase, and pulled away from the dresser. There was no spill, heat, abrasion, or unusual use. It was simply a decorative vase sitting on top of a dresser. This same vase has been used for years in my home and has sat on several other pieces of furniture without any issue.

Ordered an in-stock bed frame 3rd May, but then sent an email a few days later saying it was on back order with no estimated delivery date. A month later told it will arrive in mid-August. Arrived without hardware to assemble. I had to chase their customer service multiple times to get resolved. They shipped hardware directly to me and would not reschedule install until I confirmed I received the hardware. Eventually, reinstall schedule for 19th September...and turns out they sent the wrong hardware. Now in a third cycle with them... Maybe it will get assembled by mid-October....but who knows... Terrible service for such expensive furniture!

I placed an order for an expensive dining room table that was scheduled to be delivered on 9/14/26. On that day, a delivery driver showed up at our house and said the table was on a truck not far behind him that was caught in traffic but would be here soon. No other truck ever came. Shady. I called customer service and was told they were getting conflicting stories from the delivery company and didn't know what to believe. I was told they'd get it to me no later than the end of the week, 9/18/26.

My wife bought me a Cuisinart DGB-30 single brew coffee maker for my birthday on 9/12/26. The price was $249.99. When I went looking for paper filters for this unit, on 9/13/26, I discovered a price at Cuisinart.com for $175.99, and then at Amazon for 174.99. Called the store and referred to 800 number. Regardless, Crate and Barrel would not credit me back the $75 as they have a predefined list of competitors and Cuisinart.com is not on that list, nor do they price match sales, ok?! Having used the unit, I guess I can't return it either as they don't accept returns unless new in box and unused. Ok, not shopping at Crate and Barrel anymore.

We had a terrible experience with this company and the one handling their gift card, which we never seen before. It looks like we are not alone!! That is how they treat their customers, and so many are experiencing the worst customer service. Here is our experience: Immediately after ordering a e-gift card (which was supposed to be delivered to someone in 3 days) we noticed the amount was incorrect and contacted them to cancel that order so we purchase another one with correct amount or revise the amount of our order. Those options were not available to us online, and nobody helped us to do that from their ends. We wasted so much time on the phone, chat, and email, but no result. By the time they responded, we had lost $$ and they are denying it was due to their delays. Not recommending Crate and Barrel and those handling their gift cards.

Absolutely Horrible Experience -- Do Not Order From Crate & Barrel. I have never dealt with such an incompetent and disorganized company when it comes to delivery and customer service. I ordered a crib and dresser from Crate & Barrel and was repeatedly assured that my order would be delivered within two weeks. I relied on those promises when making the purchase. Two weeks later, the order still had not arrived -- and, unbelievably, Crate & Barrel couldn't even tell me where my shipment was or when I would actually receive it. There was no clear explanation, no meaningful update, and absolutely no accountability.

Crate and Barrel lets their warehouse do whatever they want and makes their customers pay the price for it. It’s awful. I had a scheduled delivery for this week (no one called to give me a timeframe like they said they would. I had to call). Day of, I spoke to dispatch who told me my order was pushed back a few hours. I said no problem. I call when it still didn’t arrive at 7pm but was told it was two stops away. Two hours later still nothing. Called back, dispatch hung up, called again, they placed me on a long hold, called again and the line is closed. Skipping ahead, I had to reschedule my delivery for over a week after my original delivery date because they claimed they didn’t have anything available sooner. Warehouse also lied and told customer service I wasn’t home but told another representative they got pulled over and never made it.

I have been a lifetime Crate and Barrel customer (a second-generation customer, my mom shopped when products were actually in crates!) and a huge booster - encouraging everyone to shop. Why? because their customer service has always been outstanding. They quickly remedied quality inconsistencies and stood behind their products. Unfortunately, the "enshittification" has reached this brand. At some point, they outsourced their customer service. No one can solve a problem, and each engagement feels like Groundhog Day. It's been five months of trying to resolve an issue. Sadly, I would not recommend anyone buy from this brand. It's not worth the risk.

Worst customer service. Received partial sofa set and they said part of the sofa will be delivered after 3 months. Designer who helped to placed the order at Virginia store, didn’t come on call and never called back (I called multiple times). Other person always asked me to wait and never got a chance to talk. Customer service chat I useless. Listen the same complaint again and again and left the chat. In short, they sell expensive product, they will be extremely helpful and available until you make your payment and then forget about the product. I would not recommend to purchase from them. I am sure there are better companies.

The worst customer service experience of any company I've purchased a product from ever. We ordered the kiwi babyletto from them and the recliner base frame was bent. We have reached out through live chat, email, phone call multiple times, explained the situation and they just keep telling us an agent will reach out in 24 hours. We've uploaded photos, made videos for the agent but have made no progress towards a resolution. An agent never reaches back out to us after requesting the initial information. We are stuck. Terrible experience and I never want to buy a crate and barrel product again. I do not recommend anyone to buy a crate an barrel product.

3 weeks and $14 to ship an item that cost over $50 in 2026 is wild work.

I ordered two chairs in a custom fabric and was quoted 6-8 weeks. I tracked the order online and they changed the estimated delivery dated twice. I have reached out to customer service numerous times. I have been told that someone would track my order and get back to me. Each time, the person I am talking with tells me that they can see no previous queries in the system. We are now at 12 weeks and I am still waiting. No one has any clear idea of where my furniture is. Communication has been awful.

There is no Customer Service at C&B. I have been trying to return a damaged chair and it has turned out to be a very challenging experience. Their e-mail uses an AI that is not helpful or that provides good information. Their 800 number is terribly understaffed as it takes over 20 minutes to get a response. Their chat assistant is mostly useless. UPS has come twice to pick up the chair and then refuses to take it. I do not understand their business arrangement with C&B, but for the customer is exhausting and annoying.

I’ve recently purchased twice. The first one was a sofa, so I expected delays with custom order. When it was time for delivery pickup to be scheduled, their system changes date by a day. Then every day after for over a week, we experience the same. No update from them. Just a check back for time later. Then we ordered item in stock. We said we’d pickup from warehouse to make simpler. There was still a two week turn time for in stock. Then it’s now been pushed two more weeks for shipping delays. I’m in freight and this is not shipping’s fault. They said they’d call me back but that was over a day ago. This place is deceptive with their turn times.

I have had a terrible experience trying to repair a defective piece of furniture. I keep being directed to the AI bot text ‘customer service,’ which expresses their deep sympathies for my crappy furniture, doesn’t seem to have any record of previous conversations and does nothing. So I think all I can do is just never shop there again, but I’m so sorry I got burned spending my money on something that ended up being a piece of trash.

Extremely poor service and support - goods ordered do not arrive, despite promises of '1-2 weeks' each time. Completely frustrating experience and not recommended.

This company is absolute trash, shop elsewhere! Like anywhere else seriously.

The absolute worst packaging!!! Spent $500 on dinnerware and glasses! Boxes were falling apart; glasses thrown into the box with no cardboard separation. Whole 2 boxes fully smashed! Only to receive a replacement order shipped exactly the same way!! Again, everything was broken!!!! Will never purchase another product from you. Spend your money on packaging; you charge enough for your product!

Crate and Barrel has been a nightmare. Ordered a sectional, they submitted the wrong skew so it will be almost two months for one piece and it is obviously not going to fit the space. Ordered a chair and they misplaced it for the delivery. I traveled two hours and no chair. Can’t cancel anything because it’s a “special order”. Ordered a bedroom set and they tried to deliver two. I refused. Do NOT deal with the company. How could a company screw up three times on one order.? They told me they were sorry.

Beware of Crate & Barrel's in-home design service. We hired Crate & Barrel's in-home design service to help us choose a sectional for our home in East Corte Madera. Based on the consultant's recommendation, we purchased a custom sectional that was non-returnable because of its configuration. When it arrived, the scale was so oversized for our room that I tried to refuse delivery on the spot. Unfortunately, because it was classified as a custom order, I was told it could not be returned.

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.