Crate and Barrel

I placed a substantial order ($250) on a wedding registry to be delivered to my home. The order included 2 glass wine carafes, wine glasses, martini glasses and craft beer glasses among other items. All of the glass items were simply wrapped in the white foam sheeting or bubble wrap-- no boxes! When I called customer service, I was told that when I ordered I had the option of purchasing boxes at $5.50 each! With the amount of items I had, the additional cost would have been another $27.50! I didn't need perfect gift boxes-- cardboard boxes for free would have been fine and I really can't believe a company of this magnitude would ship glassware individually and unboxed when so many were ordered. I will never shop nor purchase for another wedding registry at Crate and Barrel again. This is very poor customer service.

I bought wooden bowls (food bowls) from Crate and Barrel at the Millenia Mall in Florida. We used the bowls and noticed a chemical smelling odor coming from the bowls (they were wooden). We decided to return them because of this. When we got there what appeared to be the manager gave us ** right away. She was like “I have these bowls at home and they do not smell.” We responded that we weren’t satisfied nor will we be using these bowls and would like a return. She told us that we couldn’t return these bowls because they were used.

I ordered a table for my daughter in November 2017 from Karen at the Houston, TX store. I was told it would be available for pickup on December 2 at the Dallas, TX warehouse. I was not able to take that appointment but scheduled for a December 9 pickup. We arrived at 1 p.m. on December 9 and the table was not there. The 3rd party shipping company could not really help us so I called the store. Karen would not come to the phone so I spoke with someone else. He told me he could not understand why someone had not contacted me about this development.

About three years ago; My online order with C & B did not arrive. I called customer service (spoke with Stephanie). She said I got the order, but would trace. Nothing happened. I called back, got another associate who said USP heard broken glass & returned the package to C & B, and that Stephanie had done nothing. A replacement was sent. I wrote a letter to the company (in Europe) and got no response at all. That means management either is indifferent to such incompetence or condones it. The only time I shop C & B is if I absolute cannot find it anywhere else and really want it, which is quite rare.

C&B required 50^ payment for 2 chairs =2000.00. This amount was paid. Rep said chairs would be done and delivered in 8 weeks. AFTER payment was made, she said it would take 12-14 weeks. Normally 12 weeks. Placed order in early September. It is 4 months later and C&B has NEVER called/contacted us to discuss any type of delay. Visited local store this evening and was told by manager that the order would done in February sometime. Got the song and dance about her calling her corp office to share our concerns, etc.

Extremely disappointed with C&B with this purchase! We purchased the Ainsworth TV stand about a week ago with both gift card & credit card for over $1200.00. Received the stand yesterday from delivery company, the box had no visible damage, however, after removing stand from box, the stand/cabinet had multiple damaged areas to it. The walnut top has 2 corners dented, the entire back panel was loose and not secured to the wood, front bottom door was not jointed, doors are not aligned, screws were not secured to wood (laying in cardboard box), cabinet is loose - completely wobbles when pushed on one side and glue on upper right corner.

Couple registered with Crate and Barrel for their wedding. Ordered several items off registry for shower in the summer; had difficulty getting some of the items, as they seemed to sit packaged in the warehouse waiting for someone to load them on the truck. But gave C&B the benefit of the doubt, because that is what the couple wanted. Ordered wedding present from C&B online; delivery was scheduled and cancelled and scheduled and cancelled several times; item finally showed up the day BEFORE the most last reschedule. Aaargh.

Purchase a couch and an ottoman August 2017 waiting patiently for delivery November 2017. Lost our ottoman, damaged delivery. Customer service at the Costa Mesa store had different stories on where the ottoman went. First it was lost, then they found it, then it was all of a sudden going to delivery. Upon delivery the ottoman was damaged (always inspect your delivery). Customer services wanted us to retain the ottoman that was damaged. Not sure why they would want their customer to retain damaged products. Very disappointed, and unsatisfied with Customer Service.

We purchased an Aidan leather sofa from C&B three years ago for $4255 expecting a quality product. What we got was far from quality. First, the leather color was nowhere near the swatch we picked at the store but we accepted that. Now, with 3 years of very light use the leather has stretched out because the foam in the cushions and arms compressed. It feels now like you are sitting in a bucket and the arms have lost their shape. We called the Salt Lake City store where we purchased the sofa. We also sent them pictures and detailed the problem. They said they would contact the vendor and share our concerns to see if anything could be done. C&B just contacted us and we were told that the vendor said this is "normal" wear and it is not a problem.

They initiate and confirm delivery when the item has not yet left the warehouse and then cancel the day of the delivery, while you are sitting at home waiting. They actually explain that they schedule and confirm deliveries based on estimates so that item doesn't sit in their warehouse. Got little more than an "Ooops" when I complained that I had taken a vacation day and had old furniture removed based on their confirmation of the delivery window.

We bought a bathroom vanity from Crate & Barrel. It didn't go through the bathroom door so we had to shave the door frame to get it inside. Our copper pipes for water connection are on the wall but this was made for floor connection. So we had to modify the inside to be able to connect it. A month later a crack appeared. Crate & Barrel contacted the vendor (they seem to think that they are not responsible) and the vendor claimed that since we put handles the guarantee was void. The handles were put because it is impossible to open the doors of the vanity without them. It is not made for US market. The crack has nothing to do with the handles. They sold us a $1300 junk. It is compressed cardboard with vinyl covering. We also bought a bed from them which came 2 inches too long. Do not patronize this company...

Unless this company completely revamps their delivery service they will go out of business. These are the days of Amazon, where you don't have to wait 6 weeks, then wait another 2 weeks once it's in the warehouse to get a delivery day, then not be able to schedule a time slot, then have the time slot not work for you and have to wait another two weeks for a new delivery day. It has been over 2 months and now the new time slot again doesn't work for me. Rather than wait two more weeks I now have to pay someone to be at my house. This is absurd. No other company operates like this. I hope they go out of business. I will NEVER buy anything from this company again.

When I ordered the item online, it stated it was IN STOCK and ready for delivery to my area. On the very DAY of the scheduled delivery (only one hour before, in fact) I get a voicemail that states "The warehouse did not let us know the sofa did not come in time for the delivery." This is also after I got a confirmation phone call of my delivery two days before. What kind of service is this? Horrible!!

I received a gift for Mother's Day. It was a small kitchen appliance. Because the item has too many little pieces, which was unpractical for me, my husband and I decided to return it the next business day (the gift was purchased on Friday afternoon and we wanted to return it on Monday that's two days later). Cherry Hill NJ Crate & Barrel Store refused to accept the return without a reason. Be aware that unlike many other stores that carry exactly the same items, this chain refuses returns based on the excuse that the item is used.

I have strolled around the furniture floor at Walnut Creek and rarely see anyone on the second floor to assist me or to ask if I need assistance. It is a stark contrast to the bottom floor, as they are always very helpful and greet you with a smile. That said, I found two employees talking in a huddle and approached them for assistance. It felt as though I encroached on their very important discussion. I was informed the item I wanted was located at the warehouse and it would be delivered to the store for a Tuesday pick up.

Purchased Axis ll Queen Sleeper Lounger in custom color. Salesperson was knowledgeable and patient in helping me choose custom fabric and color. Went downhill from there. Customer support was abrasive, incompetent and frustrating, causing much wasted time and a negative overall experience. Got a text listing a number to call and schedule delivery. After being on hold for a while was told I had to call the store instead as the purchase was not made online. Perhaps the text should have listed the store number? Store person who picked up the call was rude and dismissive, insurance documentation follow-up was time-consuming and required multiple emails and calls. When I received a call and email from the delivery company, they were equally rude and incompetent.

We went to Crate & Barrel in 2014 and purchased a sectional sofa, leather chair & ottoman, side chair, media cabinet, dining table, & six upholstered chairs. Yup, it was a lot...we'd never bought furnishings all at once like that. Mostly we got the choices we wanted except for the dining chairs. I wanted a bench seat and had planned for a built-in banquette for the other side. They had the bench I liked on display. But foolishly we allowed ourselves to fall for the hard-sell of oversized upholstered (i.e. very expensive) high backed chairs. Yes they were beautiful and comfy but totally not practical with kids and cats!!!!! My mistake. I own that.

Table cloths - After paying over $100 for this paper thin cloth I washed it. It is a wrinkled hot mess. It's practically see through and wrinkled to the point that even ironing doesn't get the wrinkles out. Do not waste your money. Since I washed it they won't accept it for return. Do yourself a favor, avoid this place.

I went online to buy some bar stools that I saw in a restaurant & really liked the look of. After getting them in my house, I see that they are totally "school house" looking. After paying $60 for shipping and handling, on a $417 purchase I feel like there should be SOME type of return policy that would make me (THE CUSTOMER) happy in order to keep me as such. NOPE, they want me to pay for return shipping at the same/additional $60. So, I am spending $120 on an item that I was not happy with which seems completely like a ripoff. Though I do understand the concept of making money, I'm going to cost them much more than the $120 I'm wasting just in negative reviews online, maybe they don't understand the concept of "word of mouth" in the 21st century. Don't do business with these people.

Scheduled delivery and nobody didn't show up. I was at home. For schedule next delivery they want you to pay. Calling them is nightmare. Nobody knows anything, they will switch you between departments just for fun. Scam, scam, scam.

I had ordered a sofa from Crate and Barrel in August during their upholstery sale. What a mistake!! The salesperson told me that it would take 8 weeks to get the sofa. I had bought it for my daughter because she was in a house going to school and had nothing to sit on so I thought we can wait 8 weeks. At 10 weeks I have not heard from anyone I reached out and contacted the store at Southpoint. I was told that we were quoted 10-14 weeks and that was just an estimate. It could take longer. If I had been told that I would had never purchased the sofa. She said because it was a sale it could take longer. I made a mistake and paid in full and they wanted 50 percent of what I paid if I cancelled it. That is over $1000.00!!! Are they crazy? Never heard of $1000.00 restocking fee for something that has not been made yet!!! Spoke with manager and store manager and they could not had cared any less. Will never purchase from that store again!!!

I ordered considerably high amount (within company limits) gift card as a wedding gift for my friend. I received an email on the wedding day that Crate and Barrel could not processed the order. Email recommended that for I should contact customer service. When I contacted the customer service, they could not tell me why the order was not processed. When I asked them to reprocess it since this is a time-dependent gift, they said they cannot do so. When I asked them explanation, the exact reply was: "If you really want this gift card that bad, then go to our store and buy it".

I ordered a chair from C&B and decided to pick it up myself at the distribution center which is an hour away because delivery cost $99. I received an email that the chair was ready for pick up. The day before I emailed C&B when I would be down to pick it up. The morning before I left to get it, I called the distribution center to schedule a time for pick up and they said come down anytime. Drove down there and the item was not there and it had never even been ordered (I had ordered it online). The warehouse said that perhaps they would give me free delivery, but it was up to the store. The store called and said that I had to pay for delivery, but what they would do is give me a gift card for the cost of the $99 delivery.

Very disappointed with this company. I bought a sectional last month in June and the salesperson sent me an email saying there might be a price increase and to buy soon. I was in love with the sectional so I purchased it. I received it a month later. A month after receiving it there was an email stating that there was an upholstery sale. I called them up to see if I could get the difference from the sale. They refused and said I didn't qualify. I spent a lot of money on this couch (more money than I should have). Not impressed with the customer service or the return policy. If it didn't cost me an arm and a leg to return it ($129.00 shipping fee and a 25% restocking fee), I would have returned it on principle alone. Once you buy, they have you wrapped around their finger. Buyer beware!!! For an upscale company like Crate and Barrel, I expected more. I'm never shopping there again!

We ordered a discount dresser from Crate & Barrel King of Prussia store. It was a final sale. Two days later, the site manager simply "informed" us the piece of furniture was broken by their mover. There is nothing they can do about it. Since it is a floor sample, all they can do is to "cancel" the order, and let us order a brand new one (which is two times more expensive). I understood this might be the reasonable solution. But, the way that manager talked really pissed me off. Her attitude was like "Don't you know about human error?" So what? NO sincere apology at all. This is the worst customer service I have ever experienced. She even implied that "if you are pissed off, then don't ever buy from Crate & Barrel anymore." What kind of retailer professional is like that??

This review was for one of the sofa from CB. Very soft cushions and great fabric. However, it wasn't so comfortable "sitting down" on it as there was lack of upper back and neck support. It was pretty comfortable for couple hours "lying down" on it. I only used it for about a week with my friend, but cushions were getting too soft in couple areas already showing some wrinkles and wear already unless I shake them vigorously. I was sure that this sofa wouldn't be so "presentable" after using for about a year, so I wanted to return it as I don't want to spend this much for a sofa that will just last an year. I thought return pick up is included in the delivery fee, as there was no information regarding a return pick up cost anywhere on the returns/exchange policy. Well, there is a $99 return pick up fee. In addition, there could be a restocking fee that starts at 25% of the cost of the sofa.

We had a lovely experience in store and decided to go way over our budget and purchase a couch from Crate and Barrel ($3600). We figured for this price we would get treated well and get a good product - in the end what a nightmare. We set up delivery 2-3 weeks after purchase. Not bad. The lazy driver shows up with a child and refuses to unload the couch. Tells us it's heavy and needs more people. The store calls me and says that the warehouse told them the couch wouldn't fit.

Deer Park store committed to 7/19 delivery of item. Drove 130 miles roundtrip 7/21 to learn purchase not yet shipped. Sales rep queried manager to substitute display model. Store manager denied request citing preference to maintain site display vs. resolving C&B shortcomings. Big miss on fulfilling delivery commitment and opportunity to correct service failure. No offer to discount for unnecessary transportation cost. Cancelled order.

Purchased a sofa in a custom color, was told it would take 10-11 weeks until the item would be ready for delivery. In reality it took more than 15 weeks. When they informed me that the date had been pushed back, they gave no explanation. I had to email them back and ask why it was being delayed. They did not provide a discount or other compensation. In all honesty, if custom items weren't non-refundable, I probably would have cancelled my order at that point.

Simply was trying to have a part replaced for a planter that's finish was incredibly non durable and scraped off with the slightest abrasion. It took weeks to get replies and kept getting runaround they would help resolve. Send pictures here, send pictures there, and I did. Finally I had to give up because it should not take over month and 1/2 to still be waiting for replies and how this might get resolved. I cannot understand how a company like this can think they can get by with such poor lack of service.