Crate & Barrel Reviews

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.

We have been customers for years, but they no longer stand by their merchandise. We bought a couch, it’s FOUR months old. There are terrible sag points and wrinkles in EVERY cushion. Store manager and initial customer service team were appalled and said we should expect a replacement or refund. But after stringing us along for 2 weeks, I was told that because I chose the color of the couch, it was a special order and there are NO refunds or fixes under any circumstances. So pretty much if you choose any piece of furniture that’s not stock from the floor, you’re screwed if anything happens! If you want to drop $5000 on a piece of furniture that will look like crap after normal use for only a few months, go ahead and place an order. We are disappointed EX-customers.

Beware of ordering merchandise (sale or outlet) that sells out online then magically appears again, you will receive damaged or poor merch as I experienced w/a floor vase that was final sake and shipped out from Dallas Knox Street store. Came in hideous shape. Whoever packed it it had to know unless he or she was blind. A once wonderful company has steadily gone downhill and has now hit rock bottom. No longer purchase from them after being a customer for 45 yrs. We don't have a store where I live (and yes, a major city) and I hope they never put one here. In need of new upper management..

Ordered a blue couch with gray pillows. Came with blue pillows. Called and asked for gray pillow covers. Had to wait about 2 months for covers and of course blue pillow covers came. Could not get anyone to help. Went directly to store and had difficulty speaking to anyone and finally they apologized and had no ideas when I would get the right ones. First world problem but demonstrates their complete incompetence.

Refund process not completable if they lose track of package once it arrives. No onsite humans left for hotline to talk to, so they re-start the conversation each time you call. Had to go through credit card company. Quality of product is generally poor by any standard and especially poor at C&B price point.

I re-ordered in mid-July and again was promised “3–5 days.” Weeks later, still nothing. Fed up, I canceled the order two weeks ago. Yet today, huge boxes of cushions showed up anyway — in the same wrong color I had already rejected, even after I sent photos requesting dark grey. Customer service is awful: 20+ minutes on hold, emails ignored, and voicemails without a callback number. One associate even apologized for delays because she “took days off.” Why should customers suffer for lack of coverage? This has been dragging on since May with no resolution. Crate & Barrel corporate should be embarrassed by this complete failure of service and quality control. Never again.

I ordered the Keane Espresso dresser and nightstands from Crate & Barrel in August 2024, and what should have been a simple online order turned into a six-month nightmare. Timeline of Issues: First Delivery: Dresser arrived with a broken leg, and nightstands were damaged. Crate & Barrel instructed me to return the dresser but keep the nightstands until replacements arrived. Subsequent Deliveries: Over the next several months, I received multiple replacements—five deliveries and four pickups in total. Each shipment had damaged items, including cracked nightstands and scratched dresser legs. Color Discontinuation: In January 2025, I was told the espresso finish was discontinued and offered black replacements plus an eShop card. Those black pieces also arrived damaged.

I’m an interior designer and coordinated a Crate & Barrel delivery to my client’s home on Friday, June 28, 2025. That same afternoon, their delivery team scratched and permanently damaged the tile flooring in the entry hallway. The tiles were newly installed and cannot be repaired — the damage is permanent and the only solution would be to replace them entirely.

HORRIBLE‼️ The service and looks and stares that I got when I went into the Westport store. I’m sure it’s because I’m ** and they don’t think ** can afford to shop in store. We are only capable of working in the back bringing out the merchandise. I’m sure they had 911! on speed dial when I entered. I bought something for almost $600. I decided to return because I didn’t like how I felt when I was in store. 1st When I paid for item and was about to select option of paper and email receipt. Cashier didn’t give me the option to sign up. She closed out of screen. I said I wanted both paper and email receipt and she was like “I’m sorrry” So now I paid almost $600 CASH for item and I have to wait 7 - 10 days for a check. I could have paid card but I happen to have cash and don’t like carrying cash so it was perfect opportunity to rid of cash. I will NEVER again step foot in that store.

No communication in regards to shipping and delivery methods/time frames. Very poor customer service. Would not recommend using Crate & Barrel for online purchases. Maybe okay for in-store - never again online. Very bad experience.

Originally purchased in early 2021 but received about 6 months later due to pandemic. Upon arrival, the sofa was damaged and missing a support bracket but I was reassured that their technician (which was a third party- but wonderful) could repair. The repair was completed and I reached out to C&B due to quality issues with the sofa. The only thing they really offered me was a discount which I accepted as that felt like my only recourse in the situation & pandemic supply issues. Unbeknownst to me not realizing what it meant, they made the sofa a final sale item.

It all started when I sat in a chair waiting for the sales clerk to finish chatting with a customer. Why didn't I leave then!!!! Finally, another clerk helped me while the other clerk and the manager started chatting. Why didn't I leave then!!!! I did order a chair. Next, I went back a few weeks ago to cancel the chair order. Because of a serious medical problem, I did not know what the future was going to look like. Sorry, they did not want to hear it. I will never shop with Crate and Barrel again!!!!

Zero stars was not an option. Made my first purchase from Crate and Barrel (CB) wedding registry, for a summer ceremony. Item was never received, police report filed, receipt documentation all provided timely. However, CB refuses to ship replacement. Would not recommend anyone buy/order any CB merchandise. Many other reputable and ethical businesses to choose from, so no need to take a chance with CB.

I purchased five exterior planters from Crate & Barrel for a total cost in excess of $1,000. Four have held up well, but one developed a crack within the first season due to what appears to be a design flaw. When I contacted Crate & Barrel, they declined to repair or replace it, instead recommending that I hire a furniture or hardware specialist at my own expense to patch it with plaster. Notably, they have since discontinued this specific planter, likely due to the flaw, but still refused to offer any resolution. While most of the products performed as expected, the lack of support for a defective item was disappointing.

Was going to purchase a set of pots and pan but decided not to. Tried to cancel it but that didn’t go well as there is NO way to cancel it. Needless to say, customer service was terrible. Never buying from them again.

NEVER EVER PURCHASE ANYTHING ONLINE FROM CRATE & BARREL. I returned a skillet using UPS before the Christmas holiday (2024). I received an email, the week of New Year's Day stating that my returned item was received at their warehouse. Today is 1/9/2025. Since then, I have called customer service 4x and used their online chat feature 2x (don't ever use that feature, they start the conversation then leave you hanging). The first 2x I called I was told a supervisor would need to process the refund because the purchase is over $100 (my purchase was a $250 skillet that was too large for my burners).

Their shipping department and third party suppliers are not reliable. Very little customer service. Look for other options if at all possible. When I ordered it said delivery would be before Christmas. I ordered on 12/13. When I talked to customer service they said they had no control over their third party supplier which makes no sense since they are relying on them to resell merchandise.

I purchased a Basque table and Basque chairs from Crate and Barrel in November 3rd. I returned the chairs because they are very uncomfortable and have sharp edges. I received refund for 1 chair only. When I contacted them with separate phone calls and emails they gave me several different answers.

The delivery team arrived 15 minutes late on a four hours delivery window. I had just gone to take a shower, they buzzed the door, sent an email and then left within 10 minutes of arriving. I tried calling the customer service but they wouldn’t come back. I will not buy again from them.

I ordered 3 large items with “White Glove” delivery service. Delivery men refused to unpack and take away boxes. When I refused to sign paperwork because of this they threatened to “call the police.” I said fine, “call them.” They promptly left without providing the service I paid for. Customer service has (2 days later) failed to provide any solution. Don’t order from these guys!!