Crate and Barrel Reviews

Why should they no longer stand behind their product just because they sent damaged goods and then offered a discount as compensation which I accepted? With their prices one would think they would stand by their product regardless of whether they sent damaged goods. I can't in good conscience purchase from them again. I would think long and hard about any purchases you make from them. They're fine to deal with as long as you don't have a problem with their merchandise. Buyer beware!

It turned out they were delivering a temporary sofa to us. This was a frustrating surprise. No one mentioned a temporary sofa to us. This seemed like a waste of time and resources if we didn't want or need a temporary sofa. It also turned out that the Crate and Barrel rep who originally helped me return the damaged sofa never placed the order for our replacement sofa!!! At this point in time (October), I was being told that our sofa would be delivered in February. After two damaged sofas, very disappointing customer service and communication, and having to wait over a year for a sofa, I decided to ask for a full refund, which they gave me.

I will say that the sales rep at one of the local stores was very transparent about what had happened, which I appreciated. The store rep told me they would send me a small Crate and Barrel gift card to all of this inconvenience, but I never received it! This has been extremely disappointing for someone who has shopped at Crate and Barrel for years.

I finally get the call that my furniture is ready for delivery (after the full 6 months) - to their warehouse in the US (I'm in Canada, bought on the Canadian site). When they say "6 months delivery" they mean to them, not you. From there it's another 4 weeks to get to Canada (and another $700 per sleeper added on later for this privilege), and another 2 weeks to get a delivery company in my city to get to me. I won't get my furniture until earliest the end of the year. Too late.

I ordered May 28 for 6 month delivery, and their next projected date for delivery to me is Dec 27. I ended up going to Ikea and buying two sleeper sofas to accommodate Christmas guests - now I will be stuck with 2 overpriced sleeper sofas. There is of course NO WAY to cancel the 'bespoke' order no matter how bad their service. I don't know why someone would put up with that level of service. Oh - also - no way to leave a bad review on their site. In the meantime spoken to some designer friends and find that they don't buy from C&B for this very reason. Expensive lesson learned.

The Calypso cabinet is beautiful. It arrived with broken glass and misaligned drawers and cabinet doors. This has resulted in 4 additional failed deliveries over the course of >3 weeks and several phone calls to C&B customer service. The delivery issues are ridiculous (2nd attempt-delivery company no showed, 3rd attempt-delivery company showed up but without enough movers to pick up damaged piece and drop off replacement, 4th attempt-no showed for the second time. I even called C&B on the delivery day to confirm it would arrive given the issues, and yet the delivery company still no showed again. I was told by the C&B customer service rep that on this delivery (unlike all others) they could not give me a window and I would need to be home all day. During this call, the rep was rude, antagonist, and unhelpful and hung up on me.

To note, all other customer service reps were great. C&B refunded the delivery fee after the 2nd failed delivery, which I appreciate, however this hardly compensates for the time and frustration of this experience. I have had to follow-up in every instance of failed deliveries versus C&B or the delivery company leading resolution. At time of writing this review, the damaged piece has not been picked up nor do I know when this will occur. I am requesting a refund and again requesting the damaged piece be picked up. I do not want to give my business to a company who operates this way, including "moderating" honest reviews.

After literally hours on the phone, chat, email etc... they restored part of the rewards and issued a partial refund. Almost not worth it, considering the time wasted fighting for this. One agent (part of the leadership team) was rude and questioned me as if she didn't believe me when I said I decided to keep the side table, even though it was damaged (this was negotiated with a customer service agent). I have bought from Restoration Hardware, Pottery Barn and haven't had an experience like this. For what they charge for their products, I expected higher quality products and service. Never again! I should add, this buying experience in the store was good, everything after went downhill. Quickly took my money and didn't end up with all pieces for a year.

We are very upset after spending a lot of money on the bed frame we love. We contacted the company & they were happy to help & said, “we stand by our products.” After I explained what happened they told me there wasn’t much they could do for us since the bed was discontinued. Now we have a full bedroom set with our bed on the floor. We are very disappointed there wasn’t a solution to our problem. Please consider fixing bed frame structure to avoid this type of problem in the future.

I contacted C&B and customer service seemed responsive and professional. They told me the missing and damaged items would be set up for a second delivery. Since the bed was not complete without side rails, we slept on a floor based mattress and had nothing but nightstands for storage while we made do without a complete bedroom until the second delivery, now scheduled for mid August. When the second delivery arrived, the rest of the items all arrived except the bedrails. The bedrails were initially listed on the delivery, but were removed from the list without notice on the date of this "final" delivery. Everything else arrived intact and nothing was damaged this time.

I called customer service as soon as the delivery truck departed our home; I was not pleased, since this meant we would have to continue sleeping on a floor based mattress without a complete bed. The customer service rep was great, had great people skills, was sympathetic and he immediately set up the soonest available date for a third and final delivery scheduled for only 12 days later. On August 31, over eight months from placing the order, everything had finally arrived without further incident.

To be fair, the customer service rep had told me that Crate and Barrel was catching up and improving the delayed delivery problems following worldwide shipping and supply issues, so maybe things are better now. We would like to purchase one more item for our bedroom; however, we are somewhat reluctant to purchase anymore furniture concerned that it will arrive late and damaged. If you are not in a hurry, willing to wait and make yourself available for numerous delivery dates, then Crate and Barrel is definitely an option for quality furniture.

When I call customer service, they are actually very professional but... sadly... "All talk no action" is what the result of all that is. All talk. No action. I called about my "Out for delivery" order several times. Was told all kinds of things that are nice to hear such as "I have talked to the dispatch team... I have contacted the delivery team... and they are going to bring your furniture today." Nope. You will be asked to reschedule. Please trust your gut instinct. I know it is a big company. I know that review sites can be biased by negative reviews. But... this is real. Refund when you still can!

Original Review: Aug. 11, 2022

Don't be fooled by their marketing tricks! We were lured into getting their credit card for the 10% rewards. We spent more than $5000 and received $500 in rewards only to learn that we lost more than $250 of the rewards money because we didn't read the tiny print at the bottom. We were supposed to spend all the reward money at once and apparently forfeited the rest of the amount. I am so disappointed in the deceitful practices of Crate and Barrel's credit card.

Her solution to the issue was “just order something else that’s already in stock”. She was very rude and argumentative. She also told me I wasn’t being “fair” to other customers by asking if I could have a replacement sent from the next batch of orders. I ended up canceling my order and I’m still waiting for my refund to be processed. I have since gone on the Crate and Barrel site to review the sideboard. I wrote “the item was poor quality construction and not worth the wait”. I gave the product one star. Crate and Barrel emailed me saying my review has been moderated and will not be make public because it doesn’t relate to the product or its use. Terrible experience overall and I would not recommend purchasing anything if you’d like it within the year.

They also refused to refund any gift cards bought from the registry, and were generally dismissive and passively insulting throughout the exchange, interleaving blunt refusals to help with corporate jargon like "It is not our intent to defraud you" and "We understand your disappointment and are happy to help." I would avoid them at all costs.

After not accepting the table, the company indicated they could deliver a replacement in September (3 months from now) and offered no compensation or support. Not only was it a horrible experience but the customer service team was not helpful, provided inaccurate information almost daily and gave no solutions/compensation for errors that were completely their fault. Safe to say we will never buy from C&B ever again and I hope others do not as well. Worst experience of all time from start to finish!

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 **.

Original Review: March 3, 2022

I ordered a bed frame from Crate & Barrel a few weeks ago. I was called to set up a delivery for 3/1/22 from 12:00-6:00. I waited 6 hours and nobody ever arrived. I contacted Customer Service at Crate & Barrel. I was advised because the vendor was delivering through a 3rd party they did not have much control over the delay. I requested the contact information for the vendor because the phone number I had for the vendor went to a recorded line. Crate & Barrel tell me they have limited information and will try to check into for me. I receive a call back stating I need to wait an additional 72 hours to find out the cause of the delay. I asked detailed questions as to what contributed to the delay, why was I not contacted there would not be a delay, and requested the 3rd party vendor information again so I could talk to them directly. I was only told I need to wait 72 hours and if I do not hear anything, then follow up with Crate & Barrel on Monday.

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.