Crate and Barrel

Where to begin: I purchased a sectional and a rug from here in early July and was told an ETA delivery time of mid Nov. Then later I added an in stock table to my order and asked if they were able to deliver the in stock items to me and waive the delivery fee, and they said they could. How nice of them (they still charged me). Not only that, the first delivery attempt was for the rug and table in Mid December 2021 and only the rug showed up! I had to call Crate and Barrel and ask them what happened. Apparently the table didn't arrive to the warehouse in time from California (sadly it's still on its way according to them. It's 3/23/2022 as I'm writing this). I could have walked my table to here by now.

They told me to reschedule my delivery for the next available date, 3 weeks out in early January 2022, so I did! Turns out, the table still failed to arrive to the Seattle warehouse so delivery attempt # 2 failed. Once again, they said to schedule it out for the next possible date, another 3 weeks out (Late January 2022). Fortunately for me, my couch became available to book for delivery with the table for late January 2022, so I booked it too! When the delivery date came, I received 2/3 pieces of my couch and NO TABLE. I once again reached out to Crate and Barrel, and they said it didn't get to the warehouse, oh and the warehouse marked ALL the pieces of my couch delivered. Because of that, Crate and Barrel had to "return" my missing couch piece and reorder it, which booted me to the back of the line, for THEIR mistake.

The "estimated availability" date for my couch is showing up as Mid May (keep in mind this has been a rolling estimate date for months). Well, since all the items in my order was once available, I have gone from paying for a deposit to the full order amount, without receiving any full furniture pieces (except the rug). Well, at least I can get my Table scheduled for delivery AGAIN this time for early February (no 3 week wait, someone smart must have cancelled their order). Well, the delivery date rolls around and not to my surprise, its not available still. How funny, if you've lost count this is the fourth failed delivery attempt. I guess I'll call them again and get it scheduled again.

The next available date was 3 weeks out for early March 2022 and add it to the failed tally. So they scheduled me for another 3 weeks out, which brings me to this Friday 3/25 I ended up already rescheduling this delivery because they were planning on delivering only the base of the table. My current folding table is more useful than that. So now I've scheduled it for another 23 days out with the hopes that maybe, just maybe Crate and Barrel can deliver for once. If you've made it this far, thank you and I hope you've learned from my mistakes. I should also add, they try to charge me for these failed deliveries too, it's so sad. They also promise discounts on top of existing discounts, but don't actually do it. MAKE SURE YOU ASK FOR A DETAILED INVOICE. So here I am 7k+ in the hole for parts of a couch and no table.

TLDR: I placed my order July 2021 and my stuff still isn't here. They've delivered parts of full furniture items and not even the full item. The logistics at this company is absolute trash, and I'm on delivery attempt number 7 and actual delivery attempts, like the warehouse calls me to confirm and everything. It's all just really sad.

I also received an additional E-mail requesting I take pictures of the packing labels to help one of the managers at the vendor stating “that if they see that they were labeled incorrectly by the vendor, they may be able to expedite the production” and that “They are still in the process of seeing if they can locate the correct sofa if in fact it was created and sent there.” These packing labels were taken away by the delivery team. I do not have them. Surely Crate and Barrel must have some documentation on file showing the packing labels. I cannot understand why the burden is placed on myself to provide documentation that should readily be on file? Surely some more information must have been gathered at this point and could have been communicated?

Once again, I have not gotten a response to that query. At this time it is my understanding that a new order had been placed (without my consent) with a new delivery date of August of 2022. That is approximately one year to the original order date of September of 2021. This is unequivocally unacceptable. In addition it does not resolve the question of the whereabouts of the original order. It is troubling that quality assurance and control measures were seemingly not in effect with this order. Although compensation has been mentioned, it has been vague and noncommittal and offered only after the delivery of the new couch has been made. This matter has already cost me the unexpected loss of time off from work and wages, plus precious time involved in email and telephone exchanges with various customer service representatives.

It has also taken away my confidence and trust in the integrity of the Crate and Barrel brand. This entire experience has failed to meet my expectations as promise by the company. At this time I am asking for an immediate full and complete refund on this order. I have already paid in full and I expect reimbursement for failure to live up to your end of the contract. I will be contacting the Crate and Barrel offices as well with regard to this matter. Robert **.

Nobody wanted to provide with a reason for the delay. I searched for a contact number for the 3rd party vendor myself, spoke with them, and found out there was a weather delay. I inquired why wasn't I notified of this. The customer should be notified and not have to do all of the guesswork. The vendor said it was due to their computer systems and other orders being backed up. I have a tracking number and still have to wait until Monday to see if things get moving to reschedule another delivery. The vendor said Crate & Barrel should have provided me their contact information. Crate & Barrel blamed the 3rd party vendor. All in all this has been a very bad experience. At this point, I just want my bed to arrive. Whether or not, I will every buy from Crate & Barrel remains to be seen. They have not lived up to solving this issue and should have available contact information for 3rd party vendors.

They told me the vendor won't expedite the order. That seems asinine and a terrible way to conduct business considering my couch that was ready is now damaged and I pay the price. They have had the entire payment since May 2021 and now they want to hold onto it again for months and months again. I was not even told how long it would even take for another to be made as they do not have an estimated delivery date now. I will never shop here again and I will make sure to tell anyone to avoid this place. That is such a shame.