Crate and Barrel

Beware! Absolute WORST customer experience ever! Ordered the Ditto II sectional sofa and patiently awaited delivery. When it finally came, the order was wrong. They sent me two left arm sofas, versus a sofa and chaise. When the delivery men opened it in my apartment (scratching my hardwood floor in the process), and we realized it was wrong, they wouldn’t take it back and told me they weren’t permitted to do that, and that they had to leave it with me as a “loaner.” I explained I clearly didn’t need a loaner as still had a sofa in that space, but they still did not take it with them.

Crate and Barrel is shipping wedding gifts to giver, not bride; they are saying $414 order was held up for 2 small items valued at $40; two Customer Service reps were rude; they will not put me through to a supervisor; and after many years of loving the place - shopping in person - I am very disappointed. They said my credit card was declined when my bank said there was no charge attempted, much less declined. Then, the gifts were late and being shipped to MY home! No offer to expedite shipping free since it was their fault.

I received a product that was not at all like what was pictured on the Crate and Barrel website. I considered the product as not as represented and returned it with an explanation. Crate and Barrel does not refund shipping costs even when they are at fault. Other reputable companies like Amazon, accept responsibility for the quality of their products and include shipping fees in their refunds when they are at fault. This was my response to Crate and Barrel when I was informed that I had to bear the cost of their misrepresentation.

My living area is basically a walk-in store for Crate & Barrel. The furniture and accessories and most of the lamps and floor rugs have been perfect. My favorite one of these is the Cleo Table lamp. The brass base is beautiful however I was surprised to have the lamp arrive with a very visible flaw on the brass. Only because of so many of my other pieces of furniture arriving with issues am I writing this. This is my second review for Crate & Barrel and the only time I have ever written a review for a retail store online. I am otherwise very happy with the lamp.

I bought the Marin Media/Bar & coffee table to match. My issue was with the condition of the bar. The color was perfect and was only slightly a different hue than the coffee table (understandably due to wood). However there were inflections I noticed when the sun hit the table. It looked as if someone had previously scratched the top of the surface and filled it in. This was very well done but still resulted in a visible scratch on the surface of our new bar/console. I also noticed a large diagonal mark which I believe was made from an X-Acto knife when being opened at the time of delivery. The mark crossed 3 of the slotted panels on the front doors. I called to have it replaced and was impressed with the customer service who immediately sent out a replacement a few weeks later. However, I waited all day on a Saturday to have them come after the delivery time and after waiting indoors the entire day.

Although it required patience, I am in the end very happy with my purchase. When I didn't hear any updates on my order for more than 10 days, I called customer service and they were very helpful and friendly. I used their callback option so I didn't have to wait on the phone for my turn. They called me back at my turn. About a week later, I noticed that my account was billed even though there was no indication of an update on my order. I contacted customer service through their chat option on their website. The representative was very helpful and let me know that my order was ready, and I should start the process of scheduling delivery. I did this, and everything went exactly as planned after that. The furniture is even more beautiful and well made than I expected. I think they need to get better at communicating with customers, but based on my experience I think they are a company that provides quality products.

I ordered over $2000 of product in the middle of November with various delivery dates all before today. I do not have any of them. I have tried to call multiple times. I have sat on hold for 40+ minutes twice. I emailed them and received a response that I would get a reply in 2-3 days and it didn't happen. I called two other times when they asked for my number to call me back and I never received a callback. I have spent thousands of dollars over the years and am a cardholder. I am sincerely SO disappointed. What is going on Crate & Barrel? I am getting better service from Wayfair who immediately answers the phone.

I have not received my order despite being charged for it. There is no one available at customer service. Have been on hold for 50 mins with same recording. I tried yesterday...same problem. They have no one answering the phones. This company is terrible and should close down. I am now going to call corporate and see if there is anyone that answers the phone there. Will never buy from them again.

I was trying to cancel an order that I made online. Called customer service. The recording stated that the wait time was more than 20 minutes. After 20 minutes, I kept getting the same recording. Frustrated, I looked online for complaints against CB. Ah! Everyone else had the same experience. How are they still in business?

Crate and Barrel - You lose me as a customer! Never again. I ordered 3 beds + mattresses + accessories +++. Was supposed to get those mid December. Called and called and waited and spoke to many people. Until a manager of the resolution team was helpful to see how she can maybe get my items earlier and also promised me someone will call me and give me a discount after. 2 more weeks passed, we are in January, nothing. I called again. After an hour was able to get someone else online. Tricia (TERRIBLE CUSTOMER PERSON). She basically said that I can go ** off and that no compensation and Crate and Barrel was never late! I have the email from Dec 10 when I ordered that shipping was mid Dec and she said it was always schedule for mid Jan!! Disgusting person. I cancelled some of the items that are still back order and waiting on a few. NEVER AGAIN.

On Dec 16th I ordered two packages online to be delivered to two addresses in different states. After getting an order confirmation form Crate and Barrel that was it. No more emails. No tracking, nothing. And my recipients never got their gifts for Christmas. I was patiently waiting until the 27th. Then called customer service. No supervisor was available. Then I emailed the company. Got an automatically generated email stating the same as their phone line says: due to high volume etc... Then I called my credit card company and cancelled these charges.

Last fall, during a furniture sale, I ordered the Barrett Ottoman with tray and casters. This is a custom item, and I was told it would take a couple of months to receive it. In late November, as promised, I received an email notifying me that my ottoman was ready to be delivered. I went online to choose a delivery date. The room in which I'll use it was in the middle of being remodeled, so I chose a delivery date almost a month out.

So I Had purchased Palm Springs Playhouse for my daughter. It was a Christmas gift that she wanted and picked out. So I had purchased at the store 10 days before Christmas and on Christmas Day 2:00 am I decided that I would assemble it and have it ready for when she wakes up. Upon opening the big box I was going thru the checklist and came across of the plastic molding was missing. I needed 4 qty and only had 3 qty and was not able to assemble the playhouse. When my daughter woke up she was expecting a playhouse and it was ruined because of one simple plastic molding. It really broke my ???? and even worse my Daughter. I tried to call the customer service which is when I found out they were closed. I plan on taking a trip to location where I made the purchase.

I ordered several items online for store pickup and a set of small plates for delivery because it was not available at the store. The online ordering process was simple and got a notification my order was ready for pickup 2 hours later. I went the next day shortly after the store opened to avoid the holiday shopping crowd. It took nearly 30 minutes to find my order in the stock room. By the way, the store was not busy at that time. Yesterday my plates arrived through FedEx. 7 out of 8 plates were shattered and I called customer services immediately around 2 pm. I was on hold for 45 minutes before a agent answered. This was just unacceptable for customer services. The excuse was because of high call volume due to holiday season.

If there was a way to give no stars, I would. I ordered two chairs first week in October, which said delivery first week in November. I heard nothing. No one reached out to me, and when I call it has been on average waiting 30 minutes on hold. The call starts with the message “due to high call volume wait time is 10 minutes” and because I’m desperate, I wait! THEN after ALL that you wait 10-15 minutes, and they say - wait time 20 minutes. I just hang up. I have called TEN times. There is no number to reach anyone. No one emails back. I STILL DON’T HAVE THE ORDER!!! It’s December. This is fraud. I have paid for a product that they never delivered. I don’t know what to do!

Unbelievable. Ordered an $800 rug which was delivered by FedEx while I was at work. Clearly damaged; several holes in the packing wrap and one showed that the rug underneath had been damaged as well. Rather than even unwrap it, I called the customer service number several times as it instructed on both the packing slip and website... Waited over an hour each time and no one ever picked up. Emailed the customer service number and no reply. Finally got desperate and shipped the rug back at my own expense ($181) via FedEx.

I sent a mixing bowl to my daughter. It arrived 12/8/18 and was broken. I have called Crate and Barrel four times and each time waited on hold for over 15 minutes. The recording said each time my wait time would be over 20 minutes and to call back later! I emailed the company per their instructions at least four days ago and no one has responded. When I attempted to return the item online, even though I checked the box that says item arrived damaged, it says I must pay $11.95 in shipping and my daughter must carry the big box back to a FedEx drop off location. This is terrible, terrible customer service. I have an account with Crate and Barrel and I am going to cancel it. I need a new bowl sent asap in time for Xmas.

I ordered a Dutch oven at Crate and Barrel almost 6 weeks ago. The item was supposedly on stock. My credit card plus the shipment fees have been charged immediately. I still have not gotten my item. I wrote many emails and always got the same answer. "The item is preparing for shipment. It will be there in 3 to 5 days." Almost 6 weeks later it is still preparing for shipment! I asked for a cancellation of the order and for a refund and they said it is not possible. They have to ask the management. I chatted online with them 3 times and my son called and waited more than an hour on the phone before he gave up. I think the customer service is terrible and I am thinking about writing a letter directly to the CEO to share my frustration. I will never buy another item from Crate and Barrel again!

You should think twice before ordering an item online. I ordered a table 10/30/18 and the email said delivery would be early December. I received a text from them to call and I am still on hold 43 minutes later. The first person listened but did nothing and now I am going to a higher level. So they have $800 of the $1300 fee and they fail to deliver. Their excuse is that is the Holiday season, but my comment it was not back in October, unless you count Halloween and this is turning out to be a nightmare. Up to 50 minutes on hold now!

I ordered a dining table and chairs from CB on 9/9/18. When I placed my order, I was told it would deliver in mid-October. That's fine... One month isn't terribly long to wait for the "perfect" table. Mid-October arrives, and I've gotten no updates from CB, so I called them. Customer service then tells me it's been back-ordered and I should receive in early November. Ugh, okay fine. November comes, and I still don't have any updates from CB.

Placed an order for a coffee maker that was started as In Stock. 14 business days later still no indication of when it will ship. Be prepared to wait an hour on the phone if you want to reach customer service. When you do speak to someone their, they simply parrot their last email sent to you. Useless. Won't even allow cancellation of the order. Don't waste your time with this company. Bunch of shills.

We received our Petrie Sofa that was poorly finished. The back cushions are wrinkled at the top and because the cushions have buttons the fabric cannot be flattened out. Additionally, the sofa's left arm is 1/4" higher than the right arm that is so noticeable next to the end tables. C&B suggested we keep the sofa until they hear back from the manufactures "Shenandoah". That was 2 weeks ago and unacceptable. In hindsight we believe that C&B’s advise to us to keep the sofa until the issue is resolved was a ploy to not pressure Shenandoah to replace the sofa and thus forcing us to live with this uncertain situation. We have been told the C&B has a poor customer service policy and our unresolved issue reflects that policy correctly.

This is the worst experience, place the order online for two Smeg appliances and on the 23rd of November and I am still waiting for one of them even though that I was assured the delivery will be done last week. One phone call last week for 45 mins and now while I am writing this review, I am still on hold waiting from Lisa from customer service to find out what is the status. This company is a joke and it should be out of business!!! I told them to let me know if the item is coming or not or I will cancel the order... They just lied. They don't deserve the business.

I ordered a Christmas ornament online, was promised delivery within 6 days. As of this review my order still has not shown up, in fact their website shows the order status as still being processed. I contacted customer service online chat, and all the representative would say is, "Your order will be shipped." When I asked when she could not give me a date. In my opinion not a very trustworthy company.

Ordered online Black Friday 11/23, still no package or ship date. Spent 500.00. No one will validate the shipment when online ordering. Said packages will be here within 4-6 business days. It’s 12/4. Nothing. Charged my CB card. Not paying it off until packages arrive. The CS just “sits on a throne of lies” - Buddy the Elf!!! Bankrolls online orders and doesn't fulfill the time they state on their site. Only ordered from them because I needed more plates of the same collection. Didn’t have an issues with them other times of the year. Obviously they need a BCP back up! Horrible all over the place.

The company offered great Cyber Monday deals but did not build up the infrastructure to execute. I have waited over a week for my product to even leave the warehouse (it still hasn't left). Customer services tells you, they are pretty busy, we will email them to rush it. Please. I am sure you are going to do that. Never ordering online from them again.

On 8/10/18 I purchased a sofa + custom love seat from the local C&B store in Torrance, CA. Delivery took place 12 weeks from purchase date which I expected; however, the wrong love seat was delivered. I refused its delivery and waited for a call from their warehouse or third party vendor (at this point I don't know as local store told me they couldn't contact them on my behalf). The only call I got from the warehouse was 6 days after on a Saturday just to tell me that the person who received the email with my issue would look into it on Monday -- when I asked why nothing was done the prior days, I was told "there are other clients" this person has to handle inquiries for!

Because Crate and Barrel is such a huge company, I would have never assumed that the customer service they provide would be SO disorganized. Not only does it take forever to get a hold of an agent when you call the customer service phone # provided on their website but when I FINALLY got through, the agent "helping" me told me I had the wrong number and needed to call the international line to return my items for a refund so she transferred me... Another 40 min wait to get through to someone only to get THE SAME EXACT AGENT FROM BEFORE TRYING TO TELL ME SHE NEEDED TO TRANSFER ME. I don't like losing my cool but I had told her that I had waited well over an hour and wasn't willing to waste any more time.

Ordered furniture on 8/15/2018. They immediately charged my card. It's 11/20/18 and I still have not received it even though I've made 3 payments on my credit card from them. They are now telling us it got picked up by a shipping company on 11/14, but they can't provide any updates. No tracking, no trucking info, just that it takes between 2 and three 3 weeks to get delivered after its picked up. Are you kidding me! This place is a joke. Horrible customer service, horrible shipping, no communication. I'll never order furniture from them again.

Crate and Barrel has the worst online order and customer service I have ever seen anywhere. I orders two different items and paid for separate wrapping (extra charge for that of course). Items came in one box wrapped together. So, I get in touch with their customer service who resent the items, promising to refund me the money I paid for the wrapping and extra box (8 days later, still no sign of the refund). And guess what, when the second order came in, they were AGAIN in one box. Now the second mishap arrived a day before I was to give those presents to two different people which forced me to spend Saturday driving around to find adequate boxes to wrap the presents separately so that I can make my friends happy. Of course, I contacted C&B again and they offered to send me a 50.00 dollars for the two wrong orders. I turned their offer down because they are the one who twice made the same mistake in the same week.