Crate & Barrel Reviews

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.

I have been trying to use a $150 Crate & Barrel gift card for 3 weeks. The first time I tried to use it was the first time I exposed the pin. The card didn't work online, so I called. They told my I had already spent the $150 - and I asked how that could be since I didn't know the pin until that afternoon. The associate said she'd pass it along to management so they could tell me what was purchased and promised a call back that day.

Worst customer service once you leave the store and have made the purchase. There is a severe lack of customer service. Complete disregard for communication. It's all smiles when you are in the store, but all hell breaks loose once you leave. You are on your own when it comes to scheduling delivery or any follow ups or delays. Best buying experience in the store but the worst afterwards.

They false advertise with their promotional codes. They offer 15% off your order if you subscribe via text and email. When you do you do not get the code they discount you on shipping which is already free. When you speak to them in regards to it. They act clueless and they offer you a 15% code for your next order. Guess what? It's the same thing when you use that code again! SCAM. SCAM.

Ordered a large area rug but did not receive any delivery info for 2 weeks. After several phone calls and being placed on hold for over 45 min. each time, I was told it was on back order. On the delivery date I had to suddenly leave out of town to care for a sick grandchild and my husband was in a clinic receiving medical tests and no one could be home for the delivery. When the driver called, I asked him to leave the rug on our protected covered entry way but he refused and I rescheduled the delivery. The soonest availability was 3 weeks later. On the morning of delivery, I received an email stating the rug was damaged and would not be delivered. In addition, they no longer had any left to send me therefore my order was cancelled. What happened to the rug they were ready to deliver earlier?

I ordered the Alrik dresser and 2 nightstands. The nightstands arrived intact, but 3 dressers, yes 3 dressers!!! Arrived cracked and broken. We arranged to be at home 3 different days for a 3 hour delivery window and still do not have a dresser after a month of waiting. The dresser was over $2,000 with tax so I would have expected better quality, especially from Crate and Barrel. The staff was kind and apologetic, but one month later I still have no furniture. Unacceptable and Unbelievable.

I ordered two furniture items during a sale, with the understanding that they'd arrive in 6-8 weeks. A month came and went and still no update... Instead, Crate & Barrel had internally never tracked my order (though they definitely charged my credit card!) and the items supposedly never went into production. The new ETA was 3-4 months out and when I insisted that the items be canceled, the company charged me half of the cost for the privilege of not paying the remaining half. I'm out $1900 and still had to go buy furniture elsewhere. This company should be ashamed of themselves. I only wish I had put it on a credit card where I could dispute the charges.

Their store policy says "30 DAY RETUN APPLIES TO ALL HOUSEWARES, MERCHANDISE & ACCESSORIES. ALL ITEMS MUST BE UNUSED/UNWASHED. PROOF OF PURCHASE IS REQUIRED." My argument is:

Bought our first sofa in 2018.. Became apparent that something was wrong with the inside workings?! They replaced that sofa with the exact same sofa in 2022.. Same problem occurred on the same side?! Straps breaking? Noise when they snap! Crazy.. Defect in manufacture and crate and barrel say.. Tough luck?! Replaced once.. Not again! This is a quality control issue.. Will never buy from them again! A sofa should not go bust after three years!!!

Crate & Barrel has truly disappointing customer service and shipping. I ordered bridal shower gifts on September 24, and it’s now October 5 — still no delivery. The shower is today, and I have nothing to give the bride-to-be. Both Crate & Barrel and their shipping partner, INLAND, deserve blame. The tracking updates were completely inaccurate — “on its way,” “will be delivered today” — none of it true. Terrible communication, zero empathy, and a complete failure of reliability. I’m extremely upset and will never order from them again.