About Crate and Barrel
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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.
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.
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.
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!
UPDATE: Great customer service. They reached out immediately and helped us receive the remaining of our rewards. Thank you for that Crate and Barrel.
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.
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.
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.
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.
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).
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!
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.
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 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 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 **.
I found out today the 3rd party vendor delivery company, Ceva, lost our bed. This vendor is awful and I would never do business with this delivery company again. I did request a full refund and Crate & Barrel did well on getting the refund from the 3rd party vendor reimbursed the same day. The experience with Ceva was plain awful. Do not recommend that delivery service. Thank you Crate & Barrel for expediting the refund.
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.
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.
They told me the vendor won't expedite the order. That seems asinine and a terrible way to conduct business considering my couch that was ready is now damaged and I pay the price. They have had the entire payment since May 2021 and now they want to hold onto it again for months and months again. I was not even told how long it would even take for another to be made as they do not have an estimated delivery date now. I will never shop here again and I will make sure to tell anyone to avoid this place. That is such a shame.
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 called customer service and got Janet E at 3:40pm on Dec 14. She said that Crate and Barrel would do me a favor and refund one box but not the other. I told her the other box was heavier and I if I shipped it it would be more than my products. Janet said that this was my fault and they would not help me with the 2nd box. I am looking for a total refund on my order. Order # **. I called back and the customer rep said she would help me but then she saw Janet’s name and said Janet was above her. Her supervisor also agreed with Janet. This service is ridiculous. How can I ever shop from this store again if they hold me responsible for a shopping cart error which I immediately tried to correct. What a holiday nightmare.
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.
After 3mins, came back, asked for order number, and address. (Thought she said "she needed to read the conversation to find those") Anyways, nothing after that. So I asked "verified?" She came back telling me "give me a moment. I'm helping another customer"...Hmm...so all this time she is probably multitasking and she's not very good at it. I feel that she definitely prioritizes the other customer than me. So I told her this is unprofessional and you are wasting my time. Nothing. After 3mins, she came back, said "replacement arranged, you will get an email later". Ok, thanked her, nothing, so she was probably so busy with the more important VIP customer. Oh well. At least after 20mins, the replacement is placed, who knows how long it gonna take to get me but I'm done with this company. JEANNE (or Mayra), good luck, hope you keep your job.
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.
Updated on 09/30/2021: Had a call from the slimy Caroline from Hate and Quarrel, at Novi MI store. Offered NO solutions, just called. Apparently increase frustration. Then had the audacity to claim I was threatening violence when I asked to see things from my perspective???? SHOCKINGLY INSULTING. These people are really lowlife scum.
Original Review:-Destroyed my Hardwood floor in my house with "White Glove" delivery service on a table. Sent two kids to deliver a 450 lb table, they dragged it across my floor, 10ft gouge in the hardwood floor. No sign of any help from C&B forthcoming.
-Delivered 3 damaged TV units so far, been waiting now 1 year for it. Expensive, very poor quality, service, products, and support. Tried to trick us into thinking they had delivered a good product in fact it had two left-hand doors. These people are genuinely evil.
-Beware of getting C&B (Synchrony card). They play a shell game between the 2 companies, charge you for products you don't have, late fees, and interest, when C&B can't deliver they are set up to con you.
I call them HATE & QUARREL. My store is NOVI MICHIGAN, the worst people you could ever imagine, over promise and under deliver, they are rude and completely unhelpful.
Comments: CB2 and CRATE and Barrel has horrible customer service. Purchased this couch, had it for a little over 2 months, got it professionally cleaned as per instructions and my couch in some areas have blue streaks and turned blued along the zipper line. Called them up, they had NO OTHER Care instructions to offer and tried to offer me a 200 gift card for a piece that cost nearly 4K in total! What an insult. I just want new covers for the cushions that have been destroyed. Since I answered refused, they took down my first review and they haven't been responded to my emails or call when they say they would. This is ridiculous!! I have spend over 10K allow in these stores, with shipping problems, delayed pieces and constant push back. Do better.
We purchased a sofa set on March 15, 2021 with half of the balance due immediately. Sofas and ottoman were supposed to be delivered in June. It was pushed back to July. I totally understand the current impact of the pandemic so I didn't complain. July came and our furniture was still MIA. Aug came and furniture still undelivered. I've chatted/call them several times and delivery was pushed back to mid Sept. It is now mid Sept and I am on terminal phone call hold with them. None can give me a straight answer. I'm very disappointed with them. I will never order from this company and I do not recommend this company at all.
I ordered a gift from a gift registry back in June. The item was on backorder until this past week. My credit card was charged multiple times for the same item. I call to request an explanation and was hung up on by multiple individuals. I then call my credit card company and after begging for someone to help me they did. We called together and again were received by multiple unprofessional individuals. The last individual placed us on another hold and disconnected the line. My credit card company was applauded by the lack of information Crate and Barrel provided and the lack of professionalism. I had to lock my credit card to ensure further transactions weren't placed. I strongly encourage you to support any local business before trying your luck with this company.
I purchased a $1,500 cabinet with C&B on May 22nd. It was backordered at the time with a projected availability date of June 25th. I figured a month's wait wouldn't be too bad. But, one month turned into two, with no definite availability date in sight. They pushed back the arrival date every week till it became a regular and anticipated source of frustration. Customer service could offer no additional insight about the delay. It seems that C&B could care less about things like accountability or honor. I found the manufacturer of the piece and wrote to them, as well. Crickets. No reply. I ended up canceling the item which proved to be a difficult feat. They took my money in seconds, but getting it back was slow going. I recognize that COVID might still be in play in this scenario. However, I don't believe C&B should advertise products they can't or won't deliver. Not recommended.
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