Crate and Barrel

Shipped dishes from Soho store were poorly packed, not marked fragile, and arrived 90% broken. I was required to return this heavy box for credit. Repeated calls to Soho customer service resulted in long holds, followed by automatic bounce to voicemail, and no return call.

I have purchased multiple pieces of furniture from Crate & Barrel throughout the years. I have continued to purchase due to the great quality. This is the first time I have had issues with a product. The issue is with our king sized bed frame, the supporting beam in the middle holding up the mattress broke after 3 years after purchase. We investigated why it happened & found that the post that supports the middle was loose and not glued in when installed by the company. It’s just a block that can spin & fall out at any moment while cleaning.

So incredibly frustrated with Crate and Barrel as an order placed 1.5 months ago has been constantly pushed back again and again and is now showing mid-Nov availability in my order. However I can go to the website and it shows that it is available for immediate shipping. Customer service is useless as they parrot the line that orders are fulfilled as they come in and they don't seem to understand why it's weird that new orders are shipping now while old orders sit. Terrible experience, terrible service.

Extremely disappointed in Crate and Barrel's after sales “service”. Fully furnished my condo from Crate and Barrel - items indicated available are pulled from delivery last minute, delivery cancelled last minute, and some items actually delivered are damaged. Countless hours spent on the phone to customer “service” and still no resolutions. Recommend Crate and Barrel? A hard no for me.

Bought a couch in the beginning May. Standard sizes and Crate & Barrel proprietary fabric. They said it would take 16 weeks (which is ridiculous to begin with). Then they constantly push it back. Nothing one can do. 5 months later and they don’t have a clue when it will be shipped, which I’m told can take up to another two weeks beyond their “ready for delivery notification” and we are still without a couch. Never again!

We are pleased with the quality of our Crate and Barrel "Tate" bedroom pieces consisting of a queen bed, two different dressers, two nightstands, and a bench. The set is beautiful and well made. The finish, clean design, and precision operation of the drawers on this quality made furniture is fantastic. I would, without hesitation, give C&B a five star review had the delivery process been better and quicker. We ordered everything in January of this year. In June, they delivered the nightstands, one dresser that was damaged, and the bed with damaged side rails. The damaged dresser and bed rails were not accepted.

All orders, at least in my experience are very slow to arrive. I've had two that I canceled since it was taking so long.. This round I ordered a KitchenAid 5 qt mixer and it's been 13 days - today it was to arrive, it was on the fed/ex truck since 7:25 this morning. At 7:00 tonight I call C&B and the rep called fed/ex and they said for sure tonight it will be here. As soon as we hung up, fed/ex changed the shipping to an exception, customer not home, when I'm here and they did not attempt the delivery. So this is really a complaint on C&B and Fed/EX. They use fed/ex home and they clearly are not honest. Again a gift not arrived on time, no more business from me with C&B.

I have the Lounge II Sofa and it leaks feathers and sags regardless of how often you vacuum/fluff/rotate it... I even got a replacement and am having the same issue. Go with another option if you can!

Missing 1/2 parts of my order/warehouse pickup changed to different state/they said they would deliver to house instead and only half the parts arrived/ have to wait another month for rest. Never again.

ALERT: I left a poor review for damaged Tate Media Console I rec’d, full explanation w/ pics revealing no advertised “solid walnut” components, only veneer. They deleted & said to edit but won’t allow.

These buffoons delivered damaged and the wrong beds to our new home three times! Bedding fell apart after one use. Customer service is just repeated platitudes. Their products are trash and they cannot perform.

Please take time to read the reviews here regarding furniture orders and refund your furniture before they can come up with reasons to delay your refund. This means do it as soon as possible before status becomes: "ready to ship" or "preparing." I was really really hoping the following... "This is a big company right?These reviews must be biased from a minority of angry client cases right?" I was wrong. The bad reviews here are very true. Do not expect to get your furniture on time. Even when it says "Out for delivery," (again read other reviews as well), you will not get your furniture.

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.

I purchased the “Verge” sideboard in January, 2022. The item was back ordered so I patiently waited until July, 2022 for delivery. After scheduling the delivery and taking off work, the piece was badly damaged upon arrival to my home. I was told I could not use the item as a loaner because it was “hazardous” and had to be brought back to the warehouse. I contacted customer service to schedule delivery for a replacement and I was told I would have to wait at least until November when the item would be back in stock. The customer service agent had zero sympathy for the delay and for the fact that my tv would be sitting on the floor for the remainder of the year without the furniture I already paid for.

All registries on the Crate and Barrel website automatically include Crate and Barrel gift cards as a registry item which says that the registrant welcomes gift cards, with no option to remove this item. My fiancee and I do not want gift cards and don't want our guests thinking we put them on our registry. We contacted the Crate and Barrel customer service email to remove this item and they refused, falsely claiming they were unable to do so because of "proprietary software." Only after I specifically requested it did they claim to have asked someone outside the customer service department, at which point the answer changed to them being unwilling to remove it as their policy.

Back in March, I ordered a kitchen table online from C&B. The customer service indicated a delay of 8 weeks (understandable given the supply chain issues in the world at the time). After saying the table would arrive every day for 6 weeks when we called, when it finally arrived it was broken and not usable. The loading rep tried to not open the box to check the condition (box looked like it had been destroyed from outside and he/she knew it was damaged but didn't seem to care).

I love the Marin dinner sage and Marin painted slider plates, and the 3-ring wood napkin ring I just purchased from Crate & Barrel. It's perfect for Spring and Summer when I do entertain. Crate & Barrel is my favorite place to shop from furniture to dinnerware, candles and more! I have been a loyal customer for many years. I would total recommend this place 110%. I am always pleased with all my purchases from Crate & Barrel.

If you really don't want to receive your furniture in a timely manner and want to take the time to constantly reach out to Crate and Barrel customer service like it's a full time job, by all means purchase your furniture from here. Oh and if you want to get your stuff delivered, you might have to mention you want all of the pieces of the furniture at once.

I wish I had read these other reviews prior to my 5k+ order. Trying to get my sectional delivered has been an absolute nightmare! Worst customer service. This was my first purchase with Crate and Barrel and I was excited as I thought they were a reputable brand. It is truly like doing business with a sketch company from China. At this point I doubt I get my couch- it’s been 4 months since I’ve ordered and no answers as to when it is coming. Biggest regret ever!

Good Afternoon Crate and Barrel. I am writing this E-Mail to express my utter disappointment and regret regarding my Crate and Barrel sofa Order # - **. As this Email and those corresponding with it indicate, an part of a sectional sofa was erroneously delivered to my residence. Numerous inquiries by phone and Email were made however no explanation or admission of any findings were communicated to me. I was instructed to provide photos of order tags that were inside the incorrect couch to assist in this matter yet again, I’ve gotten no response.

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.

I apparently lost the check they sent me for a return, approx $400. I emailed corporate office and was told I needed to go to actual store. I called KOP store and spoke to Tiffany. She was excellent. She reviewed the process with me. She then called me and stated she was not able to reach the right person but she would try again the following week (this was a Friday); she called the following week to state she did reach correct dept and she wasn't sure how long to get an answer but would keep me updated. She then called a couple days later to state they found that the check was never cashed and would issue me another. Keeping in mind that I expected to get another check sent, what was wonderful was the customer service I received from Tiffany. Pleasant, Professional, excellent follow up. They should do something for this employee. They will have my business for life!

One of the small bowls arrived with a small scratch. Contacted customer service to ask for one replacement bowl. Instead they want the whole set shipped back so here I am due any day running around looking for tape and trying to get my printer working or I can spend my afternoon going to the FedEx store. The discount they offer for the inconvenience? Absolutely nothing.

I paid cash for a product which was not used and returned in an unopened box 2 weeks later with the receipt. Since I paid cash, the store only gave me $100 of the $218.70 back and promised to mail the rest or I could get store credit. They claimed having no money. With mail fraud on the rise I asked the associate to ask the manager to override the policy one time as I also made a special trip to the store to return the item. The manager refused and didn't bother to speak to me. The associate held up 2 $50's and 1 $100 bill and said how would you like your $100 back? It was there they just wouldn't give it to me. They were closing for the night (another associate locking the doors) so the funds weren't needed for other customers. It's amazing to me that a company could hold a person's funds hostage like that especially when they paid cash. Last time I patronage this store.

I ordered 10k in furniture in May 2021. My custom order couch was ready as well as all my other furniture in November. I scheduled my entire order for delivery in January. I go to check on my delivery to make sure it is still scheduled and I find out that my custom couch is no longer being delivered. I called the company. They tell me that earlier in December, it got water damaged and I will have to wait all over again. This order already took me seven months to wait for (not including delivery) and now you are telling me that I have to wait (at the end of the line) all over again. I am so upset that they treat their customers like this.

I was calling for a defect item. I was transferred 4 times, and the line was disconnected twice, and I had been waiting online for more than 40 mins. Finally I was connected to this customer care. She was impatient and didn't listen to my concerns at all. My concern is that I spent $400 to install the light to the ceiling and I was reluctant to return it, because I will lose $400 for nothing. I was asking if there is other solutions. She said, "Because you already install it, you can't return it!!!" I said that I can't tell it is defect (the pendant is not symmetrical) until it was installed. I don't want to wait my time anymore, so I just said, "Ok whatever" and then I disconnect my call. Unbelievable, this woman called me back with her personal phone and yelled at me! Don't **. What a moron!

I bought this product on Nov 14. I noticed that it was sent to the wrong address on my mobile device. It was sent to my mother's address in Hawaii. I tried to stop the order but customer service could not get Fed Ex on the phone so they said they had to ship it to Hawaii but not to worry. I could send it back for free and get my money back. My mother tried to send one box and it was over $80.

I have ordered a complete Aspen dish set -I have had to make 4 phone calls and still have not received my full order! Just got off the phone with a supervisor and she said I could call the warehouse and try and speed up your order and I hope they arrive in good condition!!! What kinda comment is that

Two days they couldn't resolve the problem with my order, which was placed two weeks ago. Tonight after one frustrating chat with their customer support online, she clearly disconnected me after getting my info. I decided to try one more time. Woah what a nasty experience. Started my chat, the gal on the other end was slow, ok, no big deal. Then I said I just got disconnected, I hope this doesn't happen again, she apologized, and said "I need to read the conversation". I told her I don't think there's any, this is a new chat. Does she need the order info. She came back after 3mins, telling me "I have to read the conversation, or you need to repeat it, your choice". My choice?? Sounds like she has an attitude. So I said I don't want to play any games, I need to get this resolved this time. Nothing.

My husband and I swore we would never again shop at Crate and Barrel after they treated us so poorly when we tired to return something purchased from our wedding registry. It's been eight years and I thought I would try again. This time it was worse. They are holding three in-stock items for over three months while they wait on a back ordered item (that wasn't backordered when I placed my order). The reason I ordered in-stock items is because they are...in stock. Their customer service is terrible and they said they would send me my in-stock items if I paid them $150. I am trying to cancel the backordered item but I am not getting anywhere. This company has good products but this company doesn't care about their customers.