Crate & Barrel Reviews

I bought a blanket for $150 and it was so thin you could see through it. Returned immediately and it took 1 month of harassment to get my refund. Never buy from this company again. They told me it usually takes 4-6 weeks for a refund. Why???

I purchased the entire bedroom set back in January of 2023. The sales agent Allison told us the pieces were expected to come in February and some in April. After we paid them she informed us that we would have to pay separate shipping fees if we wanted to get the items in 2 separate orders. I kept quiet, but felt it was misleading. Well fast forward, after numerous calls and text messages customer service can only tell me it’s in transit. The arrival dates kept changing each month. The dresser arrived in April to the warehouse, but because of the delivery fee they wouldn’t deliver the pieces as they came in, we have to wait for the entire order I was told.

Worst experience ever bruh. Extremely overpriced for ridiculously bad quality and rude customer service. Such a disgrace. I was inexperienced in buying furnitures and thought the sofa was supposed to be $5000 - it doesn't have to, it's not made from gold. The media console arrived with missing parts and the holes drilled are not aligned properly so the whole shelf just wobbles. I paid $3000 for that piece of junk. When the twist desk arrived with a crack the delivery team told me they have to take it back. I was trying to cancel the order and ask for a refund. Guess what, the lady on the phone just told me I was stupid because she explained 3 times she can't cancel the order until the item goes back to the warehouse. WHAT? I will keep calling until you give my money back. You made me do this.

Spoke with Luis M. From Customer Service regarding my package. He kept me on hold for 35 minutes without coming back to the phone to ask me to hold longer. When he came back I gave my order number and he told me to "wait" in a rude way after keeping me on the phone for that long holding. I will never shop with Crate and Barrel due to their unprofessional customer service. Worst customer service skills ever experienced!

I ordered two outdoor sofas and cushions on Aug 21, the website stated it would be ready EARLY Sept. Throughout the month of Sept - first of Oct., there were no order updates or email communications on my order. I called several times, and the pieces were still missing. Finally, around Oct. 10, after I contacted them again, they were ready to set up delivery but the soonest was Nov. 7! My order sits in a warehouse that I paid $250 to have delivered, waited another month for all the pieces and another month to deliver with zero communication by C&B. This is unacceptable when you've spent over $5000 or any amount.

Will never order from this company again. Crate & Barrel brought a cracked dresser to me on Sunday — for a $300 shipping fee — and I called on Sunday later that day to try to get a redelivery, they couldn’t help me. I called Monday and talked to two people, they could not help but promised to email me personally and through an automated email from Crate and Barrel. I didn’t hear a thing from anyone. I called today (Tuesday) and surprise, no help again. Supposedly my case has been elevated to a supervisor and now I get to wait an additional 24-48 hours to hear back. Wow talk about customer service! In the meantime I have nine drawers worth of clothes on the ground, the guest room and bags in my hallway and no clue when I will get my 9-drawer dresser. I paid thousands of dollars for this dresser and this horrendous level of service. Order your furniture from anywhere else! Buyer beware, they will take your money and not deliver.

I ordered this table in August. It was available for pick up on October 17th. I drove from Memphis to Nashville to pick it up. The marble top was a bad piece with a large fissure in it. It was cracked halfway through the table. They also didn’t have any table legs for the table. I called customer service and was told they could deliver me a new table to my address when picking up the broken one. Then I was told to text them. During text I was told that they can’t get me this table or offer me delivery on a new table during the pick up of the defective table. So, I’m out a whole day of driving to Nashville and back home to Memphis with a defective table.

Rating: ★☆☆☆☆

I do enjoy the kitchen products and have ordered from Crate & Barrel for many years. I ordered 2 items august 30th and did not receive until 9/25. Cutting boards have an odor as well after washing. Reached out to company for a 2nd time about slow delivery and received no response. I would make sure you have plenty of time to receive the items if you are purchasing them as a gift.

I recently went in search of a Crock Pot at the University Mall in Florida. Gerri C waited on me and she was the absolute BEST! I purchased a Kitchenaid Slow Cooker and she even helped me to get it delivered to my house since I am up there in years (could not have carried it through the Mall to my car). I appreciated her so much. Just received the Cooker and it is extremely high quality. I have returned several cookers lately due to very poor construction, big prices but cheaply made. This crock-pot is exactly what I wanted - Love It! Thank you.

Ordered couch in Jan. Delivered Broken. Couldn’t replace until August, unwilling to provide “unbroken” couch to use in mean time. No comp for my time, etc. Ordered daybeds in Jan for delivery April. Beds not come in an April, May, June, July…changed date to August. Comp was for me to continue to pay them…and they would send me little boy's bed as substitute. Event returned all…and Crate still did not credit account for all returns.

I recently had a disappointing experience with Crate and Barrel's dispatch team. When my delivery was delayed, I discovered that they had input the wrong phone number in their system, resulting in me not receiving any communication regarding my order. After contacting them for assistance, Juani **, a member of their dispatch team, instructed me to hang up and wait for a response within 5 minutes. Unfortunately, I never received a callback, so I had to reach out to them myself.

I'm not the type of person to leave reviews but honestly, I've never been more disappointed in a company than I am right now with my experience with you. I'm 9 months pregnant and due on Thursday. I ordered a pretty expensive crib and dresser set (which said it would arrive in May) on your website back in February. We paid an outrageous amount in shipping costs to make matters worse. Since then, my order has been delayed on three separate occasions! You have been unable to provide me with any sort of dates of arrival and when you finally got one piece of our order in stock, I was told it could take 1-21 business days for it to arrive and that a third party would contact us.

We purchased a bedroom set in February and were told that the furniture would arrive late March. That date continued to be pushed back until June, every time we inquired we were told "in the next 2 weeks" or once we were told "May 13th at the latest". We have attempted delivery twice in June and each time the furniture was damaged. This is very expensive furniture and it seems this company is no longer interested in selling quality items or gaining returning customers. I would not recommend purchasing anything from this company.

Delay after delay. 2 months and still no furniture. No excuse other than they are still waiting for delivery of the couches. I would not recommend anyone buy furniture from Crate and Barrel. I would only buy what is on the shelf and never ever buy anything that is not in stock.

I purchased a sofa and was encouraged to open a store credit card to take advantage of a promotion whereby I would receive a gift card for a percentage of the sale. The gift card arrived in the mail and I put it in a safe place until I was ready to order more. There was an item I wanted, but it was on back order so I figured I would just wait. I went to use the $360 reward today and it was not going through. When I put on my reading glasses and looked closely at the very faint size 3 font small print at the bottom, I realized it expired! I didn't even have it for 6 months! What a scam! $360 is a lot of money and this company should either make the use time longer or be CLEAR IN BOLD PRINT that it expires quickly.

We ordered and paid a deposit on July 3rd and have still not received our furniture that was promised to arrive in January 2023. We were told that the remaining balance would be due when the furniture was ready to be picked up. We have yet to receive our furniture, and Crate and Barrel now want us to pay in FULL before they ship it from a USA warehouse through customs to Canada, and take another 2 weeks or more to arrive. This is a complete SCAM and I do NOT advise on buying furniture from this company. I am still waiting for crate and barrel to deliver my product to a local warehouse as PROMISED, and I am perfectly willing to pay the remaining amount when it is READY to be picked up.

Just a few months after purchasing the Court dinnerware, 4 pieces had already chipped. I contacted customer service who informed me that they would not do anything to remedy the situation as I had purchased this dinnerware at the Crate and Barrel Outlet. However, the Crate and Barrel name was stamped on the product, the price of each piece was the same as online, and there was no indication that this product was less than first quality. I spent $250 on 4 piece place setting and a couple of accessories. The website for this product clearly states "chip resistant".

I purchased a dresser online from Crate and Barrel. I've purchased thousands of dollars worth of merchandise with them before and the quality has always been good. The dresser arrived and was damaged with scratches. I called customer service and was offered a discount to keep it which I agreed to accept. About a year later the slow-close drawers began to malfunction. When I called to seek a repair I was told that because I bought it as a "final sale" (their words, not mine) and had accepted a discount that I had no recourse and that they would not stand behind the product. I explained it was not purchased as a final sale but at full price. It only became a final sale (according to them when I accepted a discount to not return the damaged goods).

I purchased a couch in 2016. I noticed a few of the cushions of small areas where the seam is ripping. They provided absolutely no warranty resolution for this issue, instead they blamed me for "moving residents" and/or "vacuuming". Their solution was to either purchase an entirely new couch (of course through them) or purchase new cushions IF they still made the same couch. This is absolutely appalling considering how much you spend on products through this company. Their warranty policy is 30 days after purchase of product which is comical! I do not recommend purchasing anything through this company and will not be purchasing anything else through them. The customer service is ridiculous and extremely disappointing. Anything damaged or "wear and tear" will be your fault and they will not provide any way to fix the product unless you SPEND MORE MONEY WITH THEM.

I am sharing a review on this site since Crate and Barrel moderated my review and would not post it. I purchased the Avondale sectional back in January with the expectation that it would be delivered in August. This was understandable at the time due to supply chain issues. August arrived, and a damaged sofa was delivered (cracked leg and tear in fabric). The sofa was put back on the delivery truck. The Crate and Barrel customer service rep I spoke with seemed to be on top of re-ordering the sofa for us. We got a new delivery date of September, which had to be rescheduled for October due to a hurricane. No one showed up on the October delivery date. I called the delivery company to inquire and they informed me that the sofa was damaged and the delivery had been canceled. I called a local Crate and Barrel store for a status update (which was helpful since every time I called Crate and Barrel customer service, they couldn't give me any info).

Extremely long wait, longer than they say, and poor service. Bought two sleep sofas in May and was told up to 6 months for delivery. Bought because having company at Christmas. In these 6 months, they have no idea where your furniture is or when it might be finished (comes from China?), and they can't give you an update. I find this appalling - it's a furniture company - how can they not know the status of your furniture?

I'm posting this here because C&B "moderated" my review, meaning they refused to publish it on their website as written. C&B provided legal language as to the reason citing the review must be about the product and its use. This is ironic given I cannot use the product because it is damaged and I cannot get a new product to use because of their vendor and delivery issues.

I placed an order on Nov. 12, 2022 and was advised it would arrive between Nov. 16 -19. The next day showed arrival would be Nov. 19 - 21. The next day stated it would be Nov. 20 - 22. The next day it would be Nov. 24 -26. On Nov. 20 I received an email that the item had been shipped by FedEx along with a tracking #. The next day, Nov. 21 I entered the tracking # which showed the information was sent to FedEx but the item had not been receive by them. My Credit Card was charged the following day after the order was placed. As of this Date Nov. 21, 2022 (9 days later) I still don't know when or if I will receive my order. All they have done is lied about the order over & over. if there was a rating less than 1 they would get it from me.

Worst buying experience. I would not recommend this company. Bought Dresser and side tables. Put purchase on Credit Card for the rewards. A couple weeks after purchasing we were notified the order was delayed more than once. When the order was shipped, one side table was damaged and had another customers name on it. Dresser showed up damaged, loose handles, dust and dirt in the drawers. They sent out a new one, again damaged. Finally ended up with an acceptable product. The rewards program is terrible, not allowing you to have more time to use your rewards, especially given their supply chain issues. You have to move mountains to get them restored.

Purchased a set of dishes. When we unpacked the boxes, 2 plates had chips. Called within 2 hours of purchase and was advised we had to return the chipped plates before a refund would be issued. The company would not accept photo evidence. Plates cost $11. But mileage cost to return would be more. Thus, no refund. Beware of shopping at Crate & 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.

UPDATE: Great customer service. They reached out immediately and helped us receive the remaining of our rewards. Thank you for that Crate and Barrel.

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 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 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.

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.

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.

When shopping for a couch we found many that we liked and one of those happened to be the Lounge 93" Sofa. Others were from various vendors. We ultimately decided to go with the Lounge Sofa in a Stock fabric because they told us it was in stock and would only be 3-4 weeks to deliver and the other companies told us it would be more likely 10 weeks and we wanted it sooner than that. We are at three months and still don't have our couch that was "in stock with stock fabric." What is the most frustrating part is that they constantly have the estimated delivery date and then two to three days before that date they push it back an additional three to seven days. It is almost like they got you on the hook but then slowly drag you along for weeks and months saying it should be there soon or in the next 7 days.

We ordered a multi-piece sofa in February 2021, with one piece back ordered by a month. They delivered some of the sofa in April (including the back ordered piece), but they did not delivery a non-back ordered piece at that time and said it would arrive in May or June. Then it was pushed back to July, now it’s scheduled August (mind you we have only a partial sofa currently, which doesn’t work). Clearly they sold us a piece of furniture they didn’t have in stock. This is a “bait & switch” and highly unethical behavior.

Don't do it!!!! I ordered two of the Gather Petite Swivel Chairs on 2/19. The rep in the store told me that if I ordered these in the stock fabric, they'd be delivered in about 2 weeks - sounds good right? Don't believe it for a second. After ordering the arrival date was supposed to be 4/1. However, now after over two months later after delays, delivery person called to schedule delivery for 4/21. Finally!!!! Then they called back later that same day - truck "not going to make it" and they are rescheduling delivery for 4/30 -- hi, that's 10 days later!!! Crate & Barrel banned my review -- it appears that this company screens the voice of the customer and only posts the positive ones to its website. That really shows a lack of brand integrity!

Okay, to be clear I love C & B but their online experience is horrible and the website is a mess. You cannot track or even search past orders. For the last year when you click on the order details, it says "We are unable to process your request at this time. Please try again later or call us at (800) 967-6696 for further assistance." I was ordering juice glasses and it would only allow me to put 2 in the cart (but 3 and 4 of the other sizes, same brand) so I had to place a separate order the other 4 (causing me to pay shipping twice). Lastly, their customer service is terrible. We will be shopping elsewhere in the future.

To all who may be considering shopping at Crate & Barrel DON'T! SCAM ALERT!!!! CRATE & BARREL. This company has unethical practices that involve bait and switch tactics which are highly illegal. The customer service is null from the customer service department to the CEO. Apparently, us customers are a bother. Too many meetings? Last I checked any retail store should be on top of every customer issue. Crate & Barrel loves to boast about the Lounge II sofa and ottomans. They are not quality, made in N.C but pure junk. Corners of furniture the fabric just tear at the seams and the frame broke all because of manufacture defect.

Be aware that returning large pieces to Crate & Barrel is a long & tedious process. I bought 2 large Chairs from Crate & Barrel after going to the store to check their return policy and ease of returning, as I wasn't sure the color would work for me. The girl explained that I could either call and arrange a pick up but I would have to pay a restocking fee or I could return them myself to the warehouse which she confirmed was only 10 mins away. When the chairs arrived, I did not like them, so I immediately started the return process by attempting to call the number online. I was on hold for a long time (15mins?) and so took the suggestion of their 'recording' and decided to try texting.

I have been trying to reach someone over the phone. You will have to wait for hours! This is the worst customer service. They do not answer the phone. I placed an order for a duvet comforter and the company sells items that they do not have in stock. After placing my order and waiting I received a "we're sold out of the item" email. I reordered another duvet cover and this time it was lost in the mail and not sent for the company warehouse. I was waiting for a week before they were willing to fix the issue. I thought I'll order another one while waiting for that one and I check my order three days later and it NOW SAYS IT'S ON BACK ORDER. This is completely not acceptable is this a company is ineffectively operated. They are overselling items. They need a better inventory system. I will not be ordering from this company in the future.

ZERO STARS. Their website is constantly changing with inventory, availability on products. I ordered a bed and they told me it was in stock and ready to ship. A month later when it was actually supposed to ship (not sure why it took a month if it was in stock) they sent me a note saying it was back ordered. So when they took my money it was in stock but when then got around to the promised ship date it was now on back order???

We ordered custom couches in September 2020. We received the couches in Feb 2021 as expected, with a smooth delivery. Customer service was great, they informed me of the updates to the couches when I called in. We are very happy with the purchase and the seamless delivery and order updates.

We order Sofa and they keep delay the delivery time for over 2 months, when calling them we heard almost all excused in the world. Covid delay, truck delay, shipment delay, we don't know why... you name it. Store peoples are very nice when you come and place the order but then when they need to deliver, there are only excuses over excuses and they say, "Sorry nothing we can do." Run... Don't spend any $ with them, we had awful experience!

I ordered paring knife January 2nd 2021. Immediately they say they are out and will deliver in February. Now it's February and they now say end of March, they just want your email address so they can send a deluge of emails selling you stuff, they are a total rip off.

I had placed an order on 11/02/20 for kitchen bowls. As of 12/09/20 never received the item and went to check the status on site and saw the order under cancelled status. No email regarding this was received. Very Very poor customer service.

I just picked up a beautiful fireplace screen in pewter. I had already read the reviews on the store website and was advised that this was very simple to assemble because it involved simply attaching the two feet at the bottom with two screws. Well, I got my lovely screen today. I went to put the two feet on with the two screws (one screw per foot) and discovered to my horror that this was one of the more complicated assemblies I have ever faced (and I put together a LOT of furniture.

I purchased furniture in July. It was not made clear to me that I had to call them to release my piece from their own warehouse even though they arranged for the piece to be shipped by a third party shipper and were paying for it. That was eight weeks ago. I have no idea now if I will ever receive what I ordered. Will never order from C&B again.

Robert ** in the Crate & Barrel Boston store was amazing and helped us furnish a new apartment in Boston within the space of 2 days. He was very helpful in suggesting different types of furniture (sofa/chairs, coffee table, side tables, lighting, dining table and chairs, mirrors, accessories, artwork) that would be available from stock (and not on special order, so it arrived quickly) and he dealt with queries and problems in such a kind and patient way. He monitored deliveries as well to make sure they came on time and let us know if there were delays. We could not be happier with the result. It looks great, Robert. Thank you.

Ordered a wedding gift and trying to find out delivery. You can not get through via phone and have to text for inquiries. I held for an hour and finally hung up. It would be nice if someone would respond and give me a tracking number. I will call FedEx myself. Not worth the headache or frustration. I will never order from company again. You should be able to talk with a live person.

Order a coffee table and had the options when also requesting a credit card rewards or 6 month interest free payment. 1st the order went in back order and then on hold. I received the credit card but the credit card and order was never linked so I never received the promo. Could not reach customer service. There are no live people only texting. They placed my order on hold cause I owed money but they never sent me a bill. What a disorganized company. What an impersonal customer service. They would rather lose a 1200.00 dollar order than pick up a phone. That should tell you what kind of company they are.

Crate & Barrel, what happened to you? Let's just say this company has taken a nosedive in customer service, particularly their online department. I placed an order online for an item that was backordered. Before placing the order, I contacted customer service via text (they no longer are taking phone calls?) and the rep assured me I wouldn't be charged for the item until it was available. Well that turned out to be a lie, because right before I hit “Place Order” I was warned that I'd be charged a 50% deposit. Uh, OK, whatever. I also asked for a coupon to be applied to the order that wasn't working for me, and, again, the rep reassured me it'd be done. Well, I contacted them 24 hours later, after it appeared the full amount was now being charged to my credit card.

Back in March I placed an order for a bread maker. Called them and wanted to cancel it and they said it has already shipped and nothing they can do. 2 months later I received this order that at one time was canceled. Wow, 2 month shipping in the U.S., nice try Crap and Barrel. Your excuses and lies are worst than a kindergarten student.

Ordered an expensive shower curtain for my new house. Returned it unopened as I found a substitute. Nothing, no reply. Contacted PayPal who decided the case in my favor. After PayPal resolution a month ago, still no reimbursement. Bad vendor. I will never buy from them again. And, if you're smart, you won't either.

I purchased an outdoor umbrella from Crate and Barrel online back in May, understandably due to the pandemic things were delayed with delivery. Once the umbrella was received I realized it was too small and I wanted to exchange for the next size up. After multiple attempts and being on hold for over two hours each time with no pick up, multiple text requests and emails with no response either, I was finally able to complete the return via text message communication. After the return was received it took another few weeks to receive the credit.

CLOSED OUTLET in Dawsonville, GA - REMOVE PHONE NUMBER PLEASE - 15 + years of torture is ENOUGH!! This number is my home phone for over 13 years! I'd begged Crate & Barrel to remove it several times, but they've ignored the harassment they've caused by their negligence!

Crate and Barrel's website states Price Match Guaranteed. I inquired about such on 6/15/20 re Hario V60 Buono Power Kettle. I was told that the team leader, Donna, denied the price match because the Amazon kettle had 3 holes for steam and that theirs did not. Mind you, both have the exact same name. Why in the world would a company have supposedly 2 different models marketed with the same name? I reviewed the pictures on the Crate and Barrel website and at least THREE pictures of this kettle had the same 3 holes on the lid that the team leader claimed their kettle did not. Way to do your research to prove, or rather, disprove it is the same exact kettle! I tried to call back but couldn't get through for almost 30 minutes. So, I ended up writing this complaint instead since I couldn't get a real person to speak with the second time around.

Everyone is complaining about their customer service and rightfully so. I understand that times are difficult but that is no excuse if you are still selling things online. They never pick up. No matter when you call, it's always busy. And heck, at least have a callback service or something so we don't have to wait around like idiots. Do not order from them because if you need to change anything or something goes wrong with delivery, there is no way to reach them. Given how badly they are handling this, I will never be doing business with them again. This is the first time I have felt compelled to write a review here, this is how frustrated I am with them.

I've been trying for a few weeks to 'unsubscribe' from Crate and Barrel's marketing e-mails (in Canada), and on at least three occasions used the unsubscribe link embedded in the e-mails. I wanted to unsubscribe as they've been sending daily e-mails during the pandemic, and they've become a proverbial pain. On April 24, I contacted Customer Service online voicing my displeasure, and asking when I would be removed. I finally received a response on May 2 that I would be removed from their list 'within a week'. As of today (May 9), they still continue to send their unwanted e-mails. It's very poor customer service and pathetic distribution list maintenance, and their online 'unsubscribe' seems to be even worse. I watched a short Bloomberg interview with Neela Montgomery, their current CEO, who talks about how Customers are so important to them. From my experience, her organisation fails to deliver the goods.

Ordered a rather expensive patio umbrella just to find out there was no pole or frame, these items are sold separately $130 and require $90 shipping. Just found out that to return I need to absorb shipping both ways $60! Learn from my mistake, use Amazon instead.

I purchased a fireplace screen as a gift for my son. When they received the box it was NOT the size they said in the description and it was damaged. My son called and got the info to send it back and Fed Ex had it shipped back to me NOT to Crate and Barrel. I finally got it shipped back to Crate and Barrel and after 2 weeks still have not received a refund. Called customer service and the package has to be received by 4 or 5 different departments BEFORE they will issue a refund. Well I'll bet they won't wait weeks on end to get paid for a product that someone orders but they will take FOREVER to issue a refund. Be VERY careful if you have to return anything. And they are NOT very pleasant to deal with when asking what progress the refund is at.

I ordered the parcels table in early November and was told it would be delivered the beginning of January. I called to check on the order several times because I received a notice that it was back ordered. Finally found out that it would be available early February. Well I finally received notification that it was ready only to find out the earliest they can deliver is a month away! Word to the wise - don't believe the estimated delivery date - that refers to the date they may ship it. Large pieces are delivered by a 3rd party and be prepared to wait up to 4-6 weeks to actually have it delivered! I will never order anything from them again.

I received two Frye Fanny Packs for Christmas gift. They were not what we thought we were looking for based on pictures online. Both fanny packs were returned on December 26th and received in Tracy, CA on December 30. My credit card still shows I owe 98.88 due January 15. On top of my return being timely, we were charged $23 and change to ship these back, which I believe is exorbitant. Now I believe I have to pay the bill, and I'll have to wait to have them return the money back to me. I really like C&B products, but when buying online, it's not certain that satisfaction of the purchase will be there. The items were sent back in their original box and packing. We do not have a C&B in town, so returns are difficult. Most large companies that operate business online do not charge for returns. I was very disappointed with my experience.

I had a horrible experience returning two patio chairs which I was given as gift. I had phoned and sent pictures. I did not have receipt. They took 15 minutes inspecting them. Finally they came with an offer of $ 50 each, They sell these at $300 each!! They said the restocking fee is 80%. The reason was that the legs of the chairs were showing some use. The chairs had NO FLOOR PROTECTORS!!! One of the manager told me that the cost of the chair was $80. He let out the secret ! They sell it for $375!!! I have no intention to shop there.

I purchased a bedroom set and paid in full at the store near me. Thousand of dollars. Waited 2 weeks for delivery to find out dresser and bed frame was damaged. Schedule a second delivery attempt for another 2 weeks with email confirmation that will be delivered. The day before delivery I get a call saying it was not schedule and my furniture will not arrive as promised. I'm beyond upset at this point. The only solution it's to wait another 2 weeks to be delivered. 6 Six weeks in total!!!!! Its ridiculous. I will NOT recommend this store to anyone who work hard for the money they spent wanting a reliable customer service experience. Never again!

I just got off the phone with Crate and Barrel as I was inquiring about delivery of a new bed frame that doesn't use a boxspring and nightstand and wanted to know if they will remove the existing metal bed frame and box springs. Was told they will not move anything that is existing, therefore it is up to me to move my existing bed at my own expense prior to delivery of the new bed frame. They will only deliver and assemble to an empty space. Unless you do not already own a bed and sleep on the floor this is ridiculous!!

I'm disappointed to write this review and I LOVE the C & B and CB2 design but I can't say I'll ever order from any of their companies again. I've spent thousands of dollars there and only have bad experience after bad experience getting my items. The delivery and communication of said delivery is deplorable. They are SO glad to take your money but take their sweet time letting you enjoy the items you've worked so hard to purchase.

I ordered a mini Dash toaster oven on October 2, 2019. Was told it would be delivered on 10/24/19. Then I got a message that said it would be delivered on 11/4/19. I contacted them via Twitter. They said they would send me a new one and that I could keep the old one as well. They said they would expedite it and delivery should take one to two days. Well that was on 10/25 and UPS delivers on all days so now it's been 4 days. Contacted them again and they said they would email their warehouse to make sure that they get my order shipped out the next day with tracking updates. So yeah, that's my experience. I will never buy anything from them again. I regret this purchase so much. It's not the toaster oven itself but rather the lack of...service maybe.

Don’t order SASHA Arm Chairs! After 8 weeks of placing my order online for two of these chairs was informed after calling customer service that chairs were delayed one month. Two weeks later I was informed after calling for an update that chairs were now delayed another month and I CANNOT cancel the order. They will not allow it. So three months later no chairs yet. This is truly unacceptable service and Crate & Barrel should have provided information before order placement that these chair orders would take minimum of 8-10 weeks. If I had known this I certainly would not have ordered these chairs. Never buying from Crate & Barrel again, just not worth the headaches.

Ordered 2 sofas and chair, waited 10 weeks for delivery. Both sofas covered in dirty black marks and one had a hole in. We told them not to bother unwrapping the chair. These sofas were clearly wrapped like that from the manufacturer so clearly no quality control. Absolutely disgusting that not one but both sofas dirty and damaged. We asked delivery driver to take away. Crate and Barrel asked us to keep the furniture but we refused. We didn’t want dirty furniture in our house. So, so disappointing.

My wife and I ordered a custom Axis II couch from Crate and Barrel at the end of June. It arrived today and the back of it was completely smashed. In the months between order and delivery we attempted to contact Crate and Barrel to alter the order because we thought the couch we chose might be too big for our living room. We were told that since it is a custom order and it is currently in production they could not change the order as it is all cut from the same cloth therefore they cannot simply re-sell the part in their stores that we didn't want. So, ok, we dealt with that, cause what could we do. Fast forward to today when it is delivered. Two guys carry each piece in and when unwrapping it we notice the damage. The top wood frame of the wedge section of the couch is completely cracked in half and the fabric is torn.

I ordered the Winnetka table and buffet and chairs and the first time they delivered items they forgot the base of the table. The driver didn’t even attempt to delivery the table top - he told us not to take the table without the base. After calling the store for 5 days straight I finally arranged to have the table delivered again. Never got a call the day before with a delivery window so I had to once again call the store to confirm the delivery was actually scheduled. Waited home all day Saturday only to have the driver tell us he only had a base - no table top. I am still waiting to get the table delivery rescheduled - after having paid for it over 6 weeks ago. The customer service has been dreadful. I don't think I will ever order anything from them again.

I received a gift for my wedding from Crate and Barrel (I wasn’t registered there). I tried to return it 4 months after my wedding, it’s still in the box, all the bowls still wrapped up and they wouldn’t take it. Their return policy is a strict 90 day return policy. For a high end furniture, pricey home store, they should have a better return policy. Nordstrom’s has a great return policy and that is a reason why they have loyal customers and people continue to shop there. If Crate and Barrel wants to grow their consumer base they should consider adjusting their return policy. I haven’t ever gravitated towards Crate and Barrel but now I never will. Why would I when I can get better service elsewhere.

Beware! Absolute WORST customer experience ever! Ordered the Ditto II sectional sofa and patiently awaited delivery. When it finally came, the order was wrong. They sent me two left arm sofas, versus a sofa and chaise. When the delivery men opened it in my apartment (scratching my hardwood floor in the process), and we realized it was wrong, they wouldn’t take it back and told me they weren’t permitted to do that, and that they had to leave it with me as a “loaner.” I explained I clearly didn’t need a loaner as still had a sofa in that space, but they still did not take it with them.

I wrote a review about this company after speaking with several people. I contacted Corporate Customer Service finally, and got a nice person who helped me and showed me that I did make a mistake in the order process, too. She has handled their end and mine! I cannot - in good conscience - leave the review the way it was. I was harried and am thankful for the company's help now.

I received a product that was not at all like what was pictured on the Crate and Barrel website. I considered the product as not as represented and returned it with an explanation. Crate and Barrel does not refund shipping costs even when they are at fault. Other reputable companies like Amazon, accept responsibility for the quality of their products and include shipping fees in their refunds when they are at fault. This was my response to Crate and Barrel when I was informed that I had to bear the cost of their misrepresentation.

My living area is basically a walk-in store for Crate & Barrel. The furniture and accessories and most of the lamps and floor rugs have been perfect. My favorite one of these is the Cleo Table lamp. The brass base is beautiful however I was surprised to have the lamp arrive with a very visible flaw on the brass. Only because of so many of my other pieces of furniture arriving with issues am I writing this. This is my second review for Crate & Barrel and the only time I have ever written a review for a retail store online. I am otherwise very happy with the lamp.

I bought the Marin Media/Bar & coffee table to match. My issue was with the condition of the bar. The color was perfect and was only slightly a different hue than the coffee table (understandably due to wood). However there were inflections I noticed when the sun hit the table. It looked as if someone had previously scratched the top of the surface and filled it in. This was very well done but still resulted in a visible scratch on the surface of our new bar/console. I also noticed a large diagonal mark which I believe was made from an X-Acto knife when being opened at the time of delivery. The mark crossed 3 of the slotted panels on the front doors. I called to have it replaced and was impressed with the customer service who immediately sent out a replacement a few weeks later. However, I waited all day on a Saturday to have them come after the delivery time and after waiting indoors the entire day.

Although it required patience, I am in the end very happy with my purchase. When I didn't hear any updates on my order for more than 10 days, I called customer service and they were very helpful and friendly. I used their callback option so I didn't have to wait on the phone for my turn. They called me back at my turn. About a week later, I noticed that my account was billed even though there was no indication of an update on my order. I contacted customer service through their chat option on their website. The representative was very helpful and let me know that my order was ready, and I should start the process of scheduling delivery. I did this, and everything went exactly as planned after that. The furniture is even more beautiful and well made than I expected. I think they need to get better at communicating with customers, but based on my experience I think they are a company that provides quality products.

I ordered over $2000 of product in the middle of November with various delivery dates all before today. I do not have any of them. I have tried to call multiple times. I have sat on hold for 40+ minutes twice. I emailed them and received a response that I would get a reply in 2-3 days and it didn't happen. I called two other times when they asked for my number to call me back and I never received a callback. I have spent thousands of dollars over the years and am a cardholder. I am sincerely SO disappointed. What is going on Crate & Barrel? I am getting better service from Wayfair who immediately answers the phone.

I have not received my order despite being charged for it. There is no one available at customer service. Have been on hold for 50 mins with same recording. I tried yesterday...same problem. They have no one answering the phones. This company is terrible and should close down. I am now going to call corporate and see if there is anyone that answers the phone there. Will never buy from them again.

I was trying to cancel an order that I made online. Called customer service. The recording stated that the wait time was more than 20 minutes. After 20 minutes, I kept getting the same recording. Frustrated, I looked online for complaints against CB. Ah! Everyone else had the same experience. How are they still in business?

Crate and Barrel - You lose me as a customer! Never again. I ordered 3 beds + mattresses + accessories +++. Was supposed to get those mid December. Called and called and waited and spoke to many people. Until a manager of the resolution team was helpful to see how she can maybe get my items earlier and also promised me someone will call me and give me a discount after. 2 more weeks passed, we are in January, nothing. I called again. After an hour was able to get someone else online. Tricia (TERRIBLE CUSTOMER PERSON). She basically said that I can go ** off and that no compensation and Crate and Barrel was never late! I have the email from Dec 10 when I ordered that shipping was mid Dec and she said it was always schedule for mid Jan!! Disgusting person. I cancelled some of the items that are still back order and waiting on a few. NEVER AGAIN.

On Dec 16th I ordered two packages online to be delivered to two addresses in different states. After getting an order confirmation form Crate and Barrel that was it. No more emails. No tracking, nothing. And my recipients never got their gifts for Christmas. I was patiently waiting until the 27th. Then called customer service. No supervisor was available. Then I emailed the company. Got an automatically generated email stating the same as their phone line says: due to high volume etc... Then I called my credit card company and cancelled these charges.

Last fall, during a furniture sale, I ordered the Barrett Ottoman with tray and casters. This is a custom item, and I was told it would take a couple of months to receive it. In late November, as promised, I received an email notifying me that my ottoman was ready to be delivered. I went online to choose a delivery date. The room in which I'll use it was in the middle of being remodeled, so I chose a delivery date almost a month out.

So I Had purchased Palm Springs Playhouse for my daughter. It was a Christmas gift that she wanted and picked out. So I had purchased at the store 10 days before Christmas and on Christmas Day 2:00 am I decided that I would assemble it and have it ready for when she wakes up. Upon opening the big box I was going thru the checklist and came across of the plastic molding was missing. I needed 4 qty and only had 3 qty and was not able to assemble the playhouse. When my daughter woke up she was expecting a playhouse and it was ruined because of one simple plastic molding. It really broke my ???? and even worse my Daughter. I tried to call the customer service which is when I found out they were closed. I plan on taking a trip to location where I made the purchase.

I ordered several items online for store pickup and a set of small plates for delivery because it was not available at the store. The online ordering process was simple and got a notification my order was ready for pickup 2 hours later. I went the next day shortly after the store opened to avoid the holiday shopping crowd. It took nearly 30 minutes to find my order in the stock room. By the way, the store was not busy at that time. Yesterday my plates arrived through FedEx. 7 out of 8 plates were shattered and I called customer services immediately around 2 pm. I was on hold for 45 minutes before a agent answered. This was just unacceptable for customer services. The excuse was because of high call volume due to holiday season.

If there was a way to give no stars, I would. I ordered two chairs first week in October, which said delivery first week in November. I heard nothing. No one reached out to me, and when I call it has been on average waiting 30 minutes on hold. The call starts with the message “due to high call volume wait time is 10 minutes” and because I’m desperate, I wait! THEN after ALL that you wait 10-15 minutes, and they say - wait time 20 minutes. I just hang up. I have called TEN times. There is no number to reach anyone. No one emails back. I STILL DON’T HAVE THE ORDER!!! It’s December. This is fraud. I have paid for a product that they never delivered. I don’t know what to do!

Unbelievable. Ordered an $800 rug which was delivered by FedEx while I was at work. Clearly damaged; several holes in the packing wrap and one showed that the rug underneath had been damaged as well. Rather than even unwrap it, I called the customer service number several times as it instructed on both the packing slip and website... Waited over an hour each time and no one ever picked up. Emailed the customer service number and no reply. Finally got desperate and shipped the rug back at my own expense ($181) via FedEx.

I sent a mixing bowl to my daughter. It arrived 12/8/18 and was broken. I have called Crate and Barrel four times and each time waited on hold for over 15 minutes. The recording said each time my wait time would be over 20 minutes and to call back later! I emailed the company per their instructions at least four days ago and no one has responded. When I attempted to return the item online, even though I checked the box that says item arrived damaged, it says I must pay $11.95 in shipping and my daughter must carry the big box back to a FedEx drop off location. This is terrible, terrible customer service. I have an account with Crate and Barrel and I am going to cancel it. I need a new bowl sent asap in time for Xmas.

I ordered a Dutch oven at Crate and Barrel almost 6 weeks ago. The item was supposedly on stock. My credit card plus the shipment fees have been charged immediately. I still have not gotten my item. I wrote many emails and always got the same answer. "The item is preparing for shipment. It will be there in 3 to 5 days." Almost 6 weeks later it is still preparing for shipment! I asked for a cancellation of the order and for a refund and they said it is not possible. They have to ask the management. I chatted online with them 3 times and my son called and waited more than an hour on the phone before he gave up. I think the customer service is terrible and I am thinking about writing a letter directly to the CEO to share my frustration. I will never buy another item from Crate and Barrel again!

You should think twice before ordering an item online. I ordered a table 10/30/18 and the email said delivery would be early December. I received a text from them to call and I am still on hold 43 minutes later. The first person listened but did nothing and now I am going to a higher level. So they have $800 of the $1300 fee and they fail to deliver. Their excuse is that is the Holiday season, but my comment it was not back in October, unless you count Halloween and this is turning out to be a nightmare. Up to 50 minutes on hold now!

I ordered a dining table and chairs from CB on 9/9/18. When I placed my order, I was told it would deliver in mid-October. That's fine... One month isn't terribly long to wait for the "perfect" table. Mid-October arrives, and I've gotten no updates from CB, so I called them. Customer service then tells me it's been back-ordered and I should receive in early November. Ugh, okay fine. November comes, and I still don't have any updates from CB.

Placed an order for a coffee maker that was started as In Stock. 14 business days later still no indication of when it will ship. Be prepared to wait an hour on the phone if you want to reach customer service. When you do speak to someone their, they simply parrot their last email sent to you. Useless. Won't even allow cancellation of the order. Don't waste your time with this company. Bunch of shills.

We received our Petrie Sofa that was poorly finished. The back cushions are wrinkled at the top and because the cushions have buttons the fabric cannot be flattened out. Additionally, the sofa's left arm is 1/4" higher than the right arm that is so noticeable next to the end tables. C&B suggested we keep the sofa until they hear back from the manufactures "Shenandoah". That was 2 weeks ago and unacceptable. In hindsight we believe that C&B’s advise to us to keep the sofa until the issue is resolved was a ploy to not pressure Shenandoah to replace the sofa and thus forcing us to live with this uncertain situation. We have been told the C&B has a poor customer service policy and our unresolved issue reflects that policy correctly.

This is the worst experience, place the order online for two Smeg appliances and on the 23rd of November and I am still waiting for one of them even though that I was assured the delivery will be done last week. One phone call last week for 45 mins and now while I am writing this review, I am still on hold waiting from Lisa from customer service to find out what is the status. This company is a joke and it should be out of business!!! I told them to let me know if the item is coming or not or I will cancel the order... They just lied. They don't deserve the business.

I ordered a Christmas ornament online, was promised delivery within 6 days. As of this review my order still has not shown up, in fact their website shows the order status as still being processed. I contacted customer service online chat, and all the representative would say is, "Your order will be shipped." When I asked when she could not give me a date. In my opinion not a very trustworthy company.

Ordered online Black Friday 11/23, still no package or ship date. Spent 500.00. No one will validate the shipment when online ordering. Said packages will be here within 4-6 business days. It’s 12/4. Nothing. Charged my CB card. Not paying it off until packages arrive. The CS just “sits on a throne of lies” - Buddy the Elf!!! Bankrolls online orders and doesn't fulfill the time they state on their site. Only ordered from them because I needed more plates of the same collection. Didn’t have an issues with them other times of the year. Obviously they need a BCP back up! Horrible all over the place.

The company offered great Cyber Monday deals but did not build up the infrastructure to execute. I have waited over a week for my product to even leave the warehouse (it still hasn't left). Customer services tells you, they are pretty busy, we will email them to rush it. Please. I am sure you are going to do that. Never ordering online from them again.

On 8/10/18 I purchased a sofa + custom love seat from the local C&B store in Torrance, CA. Delivery took place 12 weeks from purchase date which I expected; however, the wrong love seat was delivered. I refused its delivery and waited for a call from their warehouse or third party vendor (at this point I don't know as local store told me they couldn't contact them on my behalf). The only call I got from the warehouse was 6 days after on a Saturday just to tell me that the person who received the email with my issue would look into it on Monday -- when I asked why nothing was done the prior days, I was told "there are other clients" this person has to handle inquiries for!

Because Crate and Barrel is such a huge company, I would have never assumed that the customer service they provide would be SO disorganized. Not only does it take forever to get a hold of an agent when you call the customer service phone # provided on their website but when I FINALLY got through, the agent "helping" me told me I had the wrong number and needed to call the international line to return my items for a refund so she transferred me... Another 40 min wait to get through to someone only to get THE SAME EXACT AGENT FROM BEFORE TRYING TO TELL ME SHE NEEDED TO TRANSFER ME. I don't like losing my cool but I had told her that I had waited well over an hour and wasn't willing to waste any more time.

Ordered furniture on 8/15/2018. They immediately charged my card. It's 11/20/18 and I still have not received it even though I've made 3 payments on my credit card from them. They are now telling us it got picked up by a shipping company on 11/14, but they can't provide any updates. No tracking, no trucking info, just that it takes between 2 and three 3 weeks to get delivered after its picked up. Are you kidding me! This place is a joke. Horrible customer service, horrible shipping, no communication. I'll never order furniture from them again.

Crate and Barrel has the worst online order and customer service I have ever seen anywhere. I orders two different items and paid for separate wrapping (extra charge for that of course). Items came in one box wrapped together. So, I get in touch with their customer service who resent the items, promising to refund me the money I paid for the wrapping and extra box (8 days later, still no sign of the refund). And guess what, when the second order came in, they were AGAIN in one box. Now the second mishap arrived a day before I was to give those presents to two different people which forced me to spend Saturday driving around to find adequate boxes to wrap the presents separately so that I can make my friends happy. Of course, I contacted C&B again and they offered to send me a 50.00 dollars for the two wrong orders. I turned their offer down because they are the one who twice made the same mistake in the same week.

Not sure how many stars to give it since my table is not yet delivered. I ordered in January and confirmed delivery for October 26 for my first home. Excitement has turned into frustration. The delivery has been canceled three times and I have wasted three vacation days from work on this debacle. Latest cancellation was for today. Received a voicemail on Sunday confirming delivery. Second voicemail yesterday morning canceling delivery, then a text confirming delivery, then a text canceling delivery. Customer service has me on hold for an hour and tells me they need to get back to me and don’t. I now want to cancel table. Problem is I bought the Laredo chairs specifically for this table. They were delivered but I don’t want them if I am getting the runaround about the table.

I ordered this order on Sep. 20. 2018. According to your delivery policy these supposed to be arrive next week. I even start to pay payment. This is fraud. But, I haven't receive any notice from company. I spoke with Lea (or Leah) agent at 3:00 PM Nov. 2. 2018. She is not kind at all. She just pass other agent, that doesn't answer. Your customer service need to be improved a lot. Give me my order status.

I ordered two counter stools 4 days ago, and the confirmation said they were shipping in late October. The item description said they were shipping in late December, and when I just called to check the likely ship date I was told February!! So, I tried to cancel the order because that is too far out. They told me that the cancellation has to be within the first 3 days, and it has been 4 days so I can't cancel. So, they're telling me to wait until February, but I can't cancel in October, 4 days after placing the order, when they have pushed the delivery date out to an unacceptable time frame. I have bought many items of furniture from C&B, but they are *very* hard to do business with, and in the future I would only consider buying something in stock and promised for immediate shipment. I might not even do that, because I don't trust them any longer.

I normally purchase inexpensive furniture. I decided to shell out more for this ottoman. The first order arrived without warning. Luckily I had called to check status to learn it was being delivered that day - no tracking information was available on the site. It just said ‘shipped’. It was delivered to a contractor working on my front steps and it was defective. There were rips down one side and the top and bottom did not align. I called customer service again (with very long wait times) and they said they’d send a replacement. They said that we would coordinate a pickup for the 1st one after the replacement is received. I’d have to call back again. Sigh.

I placed an order on a sectional sofa online on 23/8/18. When I checked out, it clearly says "Arrives: 2-4 weeks". The website still displays this today. This information is also consistent with what the staff told me when I visited the Chicago store. However, at the end of the 4th week, I received a call notifying me the item will leave the warehouse that Friday 9/21/18 and I will receive it in one or two days after that. I cancelled the plans for that weekend and waited. Nothing. I called back and was told that I had to wait for a call from the carrier. It was out of the hands of Crate and Barrel.

I bought a desk there 4 weeks ago, and 4 weeks they delivered the legs to the desk with no date for the rest of the desk. The management of the store is a disaster. After 4 weeks they now saying they won't offer the sale price and if I want the rest of the desk I have to pay the difference. Do not visit this store.

We paid $5,789.45 for a dining room table, 8 chairs and a hutch from Crate and Barrel on June 12, 2018. As of September 19th our order is still not complete. Crate and Barrel has missed two PROMISED delivery dates for the table and today they can't determine if the table is in Denver or Chicago. Customer Service and the warehouse delivery contact have no clue where the table is. I am amazed that their IT and Customer Service departments are so poor.

I ordered outdoor furniture from Crate and Barrel 4 months ago. It arrived today missing half of the cushions. Upon discussing this with their representative, they shirked responsibility, blaming on the warehouse. They had no helpful solution to offer, and made no apologies for the wait plus the incomplete order. Not to mention, the furniture looks cheap and like I paid $2,000 for an outdoor sofa. Poor quality, poor customer service, no more business from me. Go somewhere else for your furniture purchases!

I purchased 2 CB2 lamps through another company. After not receiving a shipping notice for several days, I contacted them and was advised that there was an issue with the order and the lamps would be shipping out shortly but they could not tell me when. Knowing I needed the lamps ASAP, on Thursday morning, August 16/18, I went on CB2.com and ordered 2 more directly from them. I paid the additional $12.95 for 2 day express shipping which the order said would arrive on Monday, August 20. FALSE - they shipped them on Friday evening, GROUND, and the home delivery for ground is actually closed on Mondays.

Don’t use gift cards online. Actually, I don’t recommend doing anything online. Their online ordering system failed twice when I tried to make a purchase with my gift cards, but still took the money off my gift cards. I called customer service and then said it takes 24-48 hours for the balance to refill. Um…what? I decided to call in to make the purchase using a different gift card, which went through. But a week later and after numerous unanswered emails and useless customer service calls they tell me that I actually used my other gift card to make the purchase. Well, the order recipe says otherwise and why would both of my gift cards be zeroed out? Still waiting to have this resolved, but I have to call in every day. They have made it very clear that they don’t care. Even after generating a couple thousand in revenue for them.

Crate and Barrel has taken my money and time and delivered sub-par furniture. I ordered an $8k custom Axis II 3 piece sectional. 12 weeks after ordering, they were confused why they only had 2 of 3 pieces made. The delivery men were reckless with the piece and it showed up damaged. 4 weeks later I get an email saying the fabric is being recalled for flammability. I had ordered 2 nightstands. I had to have them delivered twice because they were damaged. Do not order with them, it is such a headache.

Went to Crate and Barrel to buy a TV console in early June. Was told that the one I wanted was outsold and they will have a new stock in the middle of the month. I paid it full waiting for it to be delivered to my address by July. I waited and nothing was delivered yet, and no communication as to why. So I called asking why. The representative told me that it will be delivered by early August. Was mad and cancelled the order and was told that my money will be refunded within 21 days.

I was promised delivery of a console table by the end of July, which I wanted in time for a party. The item does not become available for delivery until beginning of August and when I go to schedule I have to wait another two weeks. Customer service was horrible, making up excuses for the length of time. They made zero apologies for not being able to deliver the item when promised and then made no attempt to remedy the situation.

NEVER, EVER ORDER THIS. I ordered this daybed 7 weeks ago, choosing the color and style because I needed it ASAP and the website assured me it would be ready to ship right away. Only AFTER Crate and Barrel took my $ did they inform me that they wouldn't deliver it until the end of the NEXT month - almost 8 weeks later. I should be clear, I do not live in the wilds of North Dakota. I live in Charlottesville, VA. One hour from a Crate and Barrel store. I was unhappy, but said Ok. What can you do? They called to arrange the delivery time, but then called back two days later to let me know they hadn't delivered the furniture to the shipment site in time; they'd have to rearrange delivery...for August. On a Friday. When I'm at work.

Ordered chair May 18 when it was in stock; CB2 shipped it immediately. When I didn't receive it they claimed it was "lost," but by then it was back ordered until, supposedly, July. They strung me along for months as I called multiple CS agents, waiting on hold an hour each time, to get status. Also tried email to CS. Each time the agent (Alejandra, Nilsa, Carl, Linda, Sue, Caley) promised to call me back with status but never did. Each time the agent promised the replacement chair in late July.

After purchasing a casserole dish and using it a few times, I noticed a crack in the bottom of the dish. I took it back to exchange it. Salesperson was quite standoffish and asked me many questions. He told me I should not use it with over 350 oven temperature, which to me it was a surprise as when you bake things, clearly sometime you need to cook over 350. When I sent them the feedback review, and gave them a 2 star, they declined to post it on their website! This makes me more upset as to this company does not even want to hear constructive criticism to do better. The high stars from customers on their website is misleading the consumer as they only post good feedbacks. This is how companies lose customers and eventually their business. Will never shop there again.

When purchasing furniture, utilizing their 6 month, no interest plan, I was told "You have 6 months from the time of receiving your first bill to pay the balance off, without accruing any interest charges." Be aware that those 6 months begin the moment you walk out of the store, NOT when you receive your first bill several weeks later. Just makes a considerable difference in what you pay monthly, in order to have it paid off within that promotional time frame.

Called first at 9 AM. Put my name in the queue. You didn’t call me back. Called again. Waited 37 minutes for someone to pick up the phone to take my order! Had to listen to their canned message that they were going to pick my call up in seven minutes, 16 times! Either they need to have more agents or they need to not promise that they will pick your call up in seven minutes! Why should I give a company my business they can’t even bother to call me back?

I only gave them one star so the review would post. We ordered a family room rug online for store pick up in Natick. Waited over 3 weeks and called the store. They didn't have it and no one at the corporate warehouse new anything about it. Their only remedy was to cancel the ship-to-store order and send it to my house. Told it would be 3-5 days before I saw it. 8 Days later I call and it hasn't shipped and they can't tell me why? Everything is a mystery and C&B?

I placed a substantial order ($250) on a wedding registry to be delivered to my home. The order included 2 glass wine carafes, wine glasses, martini glasses and craft beer glasses among other items. All of the glass items were simply wrapped in the white foam sheeting or bubble wrap-- no boxes! When I called customer service, I was told that when I ordered I had the option of purchasing boxes at $5.50 each! With the amount of items I had, the additional cost would have been another $27.50! I didn't need perfect gift boxes-- cardboard boxes for free would have been fine and I really can't believe a company of this magnitude would ship glassware individually and unboxed when so many were ordered. I will never shop nor purchase for another wedding registry at Crate and Barrel again. This is very poor customer service.

I bought wooden bowls (food bowls) from Crate and Barrel at the Millenia Mall in Florida. We used the bowls and noticed a chemical smelling odor coming from the bowls (they were wooden). We decided to return them because of this. When we got there what appeared to be the manager gave us ** right away. She was like “I have these bowls at home and they do not smell.” We responded that we weren’t satisfied nor will we be using these bowls and would like a return. She told us that we couldn’t return these bowls because they were used.

I ordered a table for my daughter in November 2017 from Karen at the Houston, TX store. I was told it would be available for pickup on December 2 at the Dallas, TX warehouse. I was not able to take that appointment but scheduled for a December 9 pickup. We arrived at 1 p.m. on December 9 and the table was not there. The 3rd party shipping company could not really help us so I called the store. Karen would not come to the phone so I spoke with someone else. He told me he could not understand why someone had not contacted me about this development.

About three years ago; My online order with C & B did not arrive. I called customer service (spoke with Stephanie). She said I got the order, but would trace. Nothing happened. I called back, got another associate who said USP heard broken glass & returned the package to C & B, and that Stephanie had done nothing. A replacement was sent. I wrote a letter to the company (in Europe) and got no response at all. That means management either is indifferent to such incompetence or condones it. The only time I shop C & B is if I absolute cannot find it anywhere else and really want it, which is quite rare.

C&B required 50^ payment for 2 chairs =2000.00. This amount was paid. Rep said chairs would be done and delivered in 8 weeks. AFTER payment was made, she said it would take 12-14 weeks. Normally 12 weeks. Placed order in early September. It is 4 months later and C&B has NEVER called/contacted us to discuss any type of delay. Visited local store this evening and was told by manager that the order would done in February sometime. Got the song and dance about her calling her corp office to share our concerns, etc.

Extremely disappointed with C&B with this purchase! We purchased the Ainsworth TV stand about a week ago with both gift card & credit card for over $1200.00. Received the stand yesterday from delivery company, the box had no visible damage, however, after removing stand from box, the stand/cabinet had multiple damaged areas to it. The walnut top has 2 corners dented, the entire back panel was loose and not secured to the wood, front bottom door was not jointed, doors are not aligned, screws were not secured to wood (laying in cardboard box), cabinet is loose - completely wobbles when pushed on one side and glue on upper right corner.

Couple registered with Crate and Barrel for their wedding. Ordered several items off registry for shower in the summer; had difficulty getting some of the items, as they seemed to sit packaged in the warehouse waiting for someone to load them on the truck. But gave C&B the benefit of the doubt, because that is what the couple wanted. Ordered wedding present from C&B online; delivery was scheduled and cancelled and scheduled and cancelled several times; item finally showed up the day BEFORE the most last reschedule. Aaargh.

Purchase a couch and an ottoman August 2017 waiting patiently for delivery November 2017. Lost our ottoman, damaged delivery. Customer service at the Costa Mesa store had different stories on where the ottoman went. First it was lost, then they found it, then it was all of a sudden going to delivery. Upon delivery the ottoman was damaged (always inspect your delivery). Customer services wanted us to retain the ottoman that was damaged. Not sure why they would want their customer to retain damaged products. Very disappointed, and unsatisfied with Customer Service.

We purchased an Aidan leather sofa from C&B three years ago for $4255 expecting a quality product. What we got was far from quality. First, the leather color was nowhere near the swatch we picked at the store but we accepted that. Now, with 3 years of very light use the leather has stretched out because the foam in the cushions and arms compressed. It feels now like you are sitting in a bucket and the arms have lost their shape. We called the Salt Lake City store where we purchased the sofa. We also sent them pictures and detailed the problem. They said they would contact the vendor and share our concerns to see if anything could be done. C&B just contacted us and we were told that the vendor said this is "normal" wear and it is not a problem.

They initiate and confirm delivery when the item has not yet left the warehouse and then cancel the day of the delivery, while you are sitting at home waiting. They actually explain that they schedule and confirm deliveries based on estimates so that item doesn't sit in their warehouse. Got little more than an "Ooops" when I complained that I had taken a vacation day and had old furniture removed based on their confirmation of the delivery window.

We bought a bathroom vanity from Crate & Barrel. It didn't go through the bathroom door so we had to shave the door frame to get it inside. Our copper pipes for water connection are on the wall but this was made for floor connection. So we had to modify the inside to be able to connect it. A month later a crack appeared. Crate & Barrel contacted the vendor (they seem to think that they are not responsible) and the vendor claimed that since we put handles the guarantee was void. The handles were put because it is impossible to open the doors of the vanity without them. It is not made for US market. The crack has nothing to do with the handles. They sold us a $1300 junk. It is compressed cardboard with vinyl covering. We also bought a bed from them which came 2 inches too long. Do not patronize this company...

Unless this company completely revamps their delivery service they will go out of business. These are the days of Amazon, where you don't have to wait 6 weeks, then wait another 2 weeks once it's in the warehouse to get a delivery day, then not be able to schedule a time slot, then have the time slot not work for you and have to wait another two weeks for a new delivery day. It has been over 2 months and now the new time slot again doesn't work for me. Rather than wait two more weeks I now have to pay someone to be at my house. This is absurd. No other company operates like this. I hope they go out of business. I will NEVER buy anything from this company again.

When I ordered the item online, it stated it was IN STOCK and ready for delivery to my area. On the very DAY of the scheduled delivery (only one hour before, in fact) I get a voicemail that states "The warehouse did not let us know the sofa did not come in time for the delivery." This is also after I got a confirmation phone call of my delivery two days before. What kind of service is this? Horrible!!

I received a gift for Mother's Day. It was a small kitchen appliance. Because the item has too many little pieces, which was unpractical for me, my husband and I decided to return it the next business day (the gift was purchased on Friday afternoon and we wanted to return it on Monday that's two days later). Cherry Hill NJ Crate & Barrel Store refused to accept the return without a reason. Be aware that unlike many other stores that carry exactly the same items, this chain refuses returns based on the excuse that the item is used.

I have strolled around the furniture floor at Walnut Creek and rarely see anyone on the second floor to assist me or to ask if I need assistance. It is a stark contrast to the bottom floor, as they are always very helpful and greet you with a smile. That said, I found two employees talking in a huddle and approached them for assistance. It felt as though I encroached on their very important discussion. I was informed the item I wanted was located at the warehouse and it would be delivered to the store for a Tuesday pick up.

Purchased Axis ll Queen Sleeper Lounger in custom color. Salesperson was knowledgeable and patient in helping me choose custom fabric and color. Went downhill from there. Customer support was abrasive, incompetent and frustrating, causing much wasted time and a negative overall experience. Got a text listing a number to call and schedule delivery. After being on hold for a while was told I had to call the store instead as the purchase was not made online. Perhaps the text should have listed the store number? Store person who picked up the call was rude and dismissive, insurance documentation follow-up was time-consuming and required multiple emails and calls. When I received a call and email from the delivery company, they were equally rude and incompetent.

We went to Crate & Barrel in 2014 and purchased a sectional sofa, leather chair & ottoman, side chair, media cabinet, dining table, & six upholstered chairs. Yup, it was a lot...we'd never bought furnishings all at once like that. Mostly we got the choices we wanted except for the dining chairs. I wanted a bench seat and had planned for a built-in banquette for the other side. They had the bench I liked on display. But foolishly we allowed ourselves to fall for the hard-sell of oversized upholstered (i.e. very expensive) high backed chairs. Yes they were beautiful and comfy but totally not practical with kids and cats!!!!! My mistake. I own that.

Table cloths - After paying over $100 for this paper thin cloth I washed it. It is a wrinkled hot mess. It's practically see through and wrinkled to the point that even ironing doesn't get the wrinkles out. Do not waste your money. Since I washed it they won't accept it for return. Do yourself a favor, avoid this place.

I went online to buy some bar stools that I saw in a restaurant & really liked the look of. After getting them in my house, I see that they are totally "school house" looking. After paying $60 for shipping and handling, on a $417 purchase I feel like there should be SOME type of return policy that would make me (THE CUSTOMER) happy in order to keep me as such. NOPE, they want me to pay for return shipping at the same/additional $60. So, I am spending $120 on an item that I was not happy with which seems completely like a ripoff. Though I do understand the concept of making money, I'm going to cost them much more than the $120 I'm wasting just in negative reviews online, maybe they don't understand the concept of "word of mouth" in the 21st century. Don't do business with these people.

Scheduled delivery and nobody didn't show up. I was at home. For schedule next delivery they want you to pay. Calling them is nightmare. Nobody knows anything, they will switch you between departments just for fun. Scam, scam, scam.

I had ordered a sofa from Crate and Barrel in August during their upholstery sale. What a mistake!! The salesperson told me that it would take 8 weeks to get the sofa. I had bought it for my daughter because she was in a house going to school and had nothing to sit on so I thought we can wait 8 weeks. At 10 weeks I have not heard from anyone I reached out and contacted the store at Southpoint. I was told that we were quoted 10-14 weeks and that was just an estimate. It could take longer. If I had been told that I would had never purchased the sofa. She said because it was a sale it could take longer. I made a mistake and paid in full and they wanted 50 percent of what I paid if I cancelled it. That is over $1000.00!!! Are they crazy? Never heard of $1000.00 restocking fee for something that has not been made yet!!! Spoke with manager and store manager and they could not had cared any less. Will never purchase from that store again!!!

I ordered considerably high amount (within company limits) gift card as a wedding gift for my friend. I received an email on the wedding day that Crate and Barrel could not processed the order. Email recommended that for I should contact customer service. When I contacted the customer service, they could not tell me why the order was not processed. When I asked them to reprocess it since this is a time-dependent gift, they said they cannot do so. When I asked them explanation, the exact reply was: "If you really want this gift card that bad, then go to our store and buy it".

I ordered a chair from C&B and decided to pick it up myself at the distribution center which is an hour away because delivery cost $99. I received an email that the chair was ready for pick up. The day before I emailed C&B when I would be down to pick it up. The morning before I left to get it, I called the distribution center to schedule a time for pick up and they said come down anytime. Drove down there and the item was not there and it had never even been ordered (I had ordered it online). The warehouse said that perhaps they would give me free delivery, but it was up to the store. The store called and said that I had to pay for delivery, but what they would do is give me a gift card for the cost of the $99 delivery.

Very disappointed with this company. I bought a sectional last month in June and the salesperson sent me an email saying there might be a price increase and to buy soon. I was in love with the sectional so I purchased it. I received it a month later. A month after receiving it there was an email stating that there was an upholstery sale. I called them up to see if I could get the difference from the sale. They refused and said I didn't qualify. I spent a lot of money on this couch (more money than I should have). Not impressed with the customer service or the return policy. If it didn't cost me an arm and a leg to return it ($129.00 shipping fee and a 25% restocking fee), I would have returned it on principle alone. Once you buy, they have you wrapped around their finger. Buyer beware!!! For an upscale company like Crate and Barrel, I expected more. I'm never shopping there again!

This complaint has been resolved. Crate & Barrel contacted us and the salesperson (Chris) is very nice and professional. He made us feel that Crate & Barrel does CARE about their customers, no matter you buy full price or discounted price furniture. We will continue to buy furniture from Crate & Barrel.

This review was for one of the sofa from CB. Very soft cushions and great fabric. However, it wasn't so comfortable "sitting down" on it as there was lack of upper back and neck support. It was pretty comfortable for couple hours "lying down" on it. I only used it for about a week with my friend, but cushions were getting too soft in couple areas already showing some wrinkles and wear already unless I shake them vigorously. I was sure that this sofa wouldn't be so "presentable" after using for about a year, so I wanted to return it as I don't want to spend this much for a sofa that will just last an year. I thought return pick up is included in the delivery fee, as there was no information regarding a return pick up cost anywhere on the returns/exchange policy. Well, there is a $99 return pick up fee. In addition, there could be a restocking fee that starts at 25% of the cost of the sofa.

We had a lovely experience in store and decided to go way over our budget and purchase a couch from Crate and Barrel ($3600). We figured for this price we would get treated well and get a good product - in the end what a nightmare. We set up delivery 2-3 weeks after purchase. Not bad. The lazy driver shows up with a child and refuses to unload the couch. Tells us it's heavy and needs more people. The store calls me and says that the warehouse told them the couch wouldn't fit.

Deer Park store committed to 7/19 delivery of item. Drove 130 miles roundtrip 7/21 to learn purchase not yet shipped. Sales rep queried manager to substitute display model. Store manager denied request citing preference to maintain site display vs. resolving C&B shortcomings. Big miss on fulfilling delivery commitment and opportunity to correct service failure. No offer to discount for unnecessary transportation cost. Cancelled order.

Purchased a sofa in a custom color, was told it would take 10-11 weeks until the item would be ready for delivery. In reality it took more than 15 weeks. When they informed me that the date had been pushed back, they gave no explanation. I had to email them back and ask why it was being delayed. They did not provide a discount or other compensation. In all honesty, if custom items weren't non-refundable, I probably would have cancelled my order at that point.

Simply was trying to have a part replaced for a planter that's finish was incredibly non durable and scraped off with the slightest abrasion. It took weeks to get replies and kept getting runaround they would help resolve. Send pictures here, send pictures there, and I did. Finally I had to give up because it should not take over month and 1/2 to still be waiting for replies and how this might get resolved. I cannot understand how a company like this can think they can get by with such poor lack of service.

Since I ended up canceling my furniture order, this review addresses customer service and business practices rather than product quality. I placed an online order for an in-stock desk and a small "X-bench" that would sit under it. The bench was an "in-stock-plus" item, meaning that it was a stock piece with a custom fabric top. When I received no follow-up from the company -- for days, I contacted them online. I got a reply telling me I must "confirm" my fabric choice (had, in fact, done so when I ordered) and should contact a store. Got a snippy employee who was no help, so I phoned their central number (not a physical store, but apparently a phone center), and got another rude person. Was told that the "in stock plus" bench was nine weeks out! Nine weeks, and they did not bother to tell me that when I ordered?

I purchased over $11,000 worth of furniture for a condo I bought. I contacted Crate and Barrel because the fabric on my sofa is fading in streaks and is very unattractive even though I only use this residence 2 months of the year and cover the furniture when I am not there. The real use on this sofa is 10 months and cannot be used much longer in this condition. I did not expect the company to reply that the cushion covers would cost me over $100 each to replace. So I have to spend about $550 to fix a problem that they should have covered.

I ordered a set of bowl from Crate and Barrel website. And the largest one came out broken. I thought it was probably FedEx carrier's fault and contacted customer service for a replacement. They sent one a couple days later and it had a line on the coating going from bottom center to the edge and down like the first broken one. I looked at item's web page and I saw a customer photo showing same size same location crack. They have a defective product and they send it to people knowingly. Probably hoping they wouldn't bother returning or asking for a refund. It was what I did but because I used a gift card they are offering me another gift card with amount that will be useless because I will end up paying shipping if I want to use it. This company will intentionally sell you a defective product hoping you won't bother returning. Be aware!

I have purchased two sofas from Crate and Barrel in March 25th, 2014 for $4000. I have never been more disappointed at furniture pieces in my entire life. They look very worn out. They stain very easily. The seat cushions look very seated, and the fabric is ripped after only two years. I have seen sofas that are over 20 years old looking better than these two.

I, also, ordered a diner set off of the gift registry. I also asked for (and paid for) the gift box option. It arrived promptly, and as the shower was not for several weeks, I just set it aside. Several days later, I received another box from Crate and Barrel. I set this aside also, assuming they have sent me the appropriate gift box for the set. I wish I had read the recent reviews. This week (a week before the shower) I opened the shipping boxes. The first shipment was indeed in a gift box, the second contained the salad plates that went with the set, wrapped in paper and and bubble wrap. No way to add it the the gift box. How is this in any way acceptable. Yes, they refunded the ($5.50) gift box charge, but I had ordered it to save me time and now I was forced to run out and get yet another box for the plates, wrap it, etc. Foolish me for having trusted Crate and Barrel. Should have stuck with Bed Bath and Beyond.

I ordered a 16 piece dinnerware set and two 8 piece wine glass sets off the registry for shower gifts. They arrived in one giant box all individually wrapped. I placed a call and was told I should have chosen the "gift option" to get them put in one box as sets for an additional charge. Why would I choose a gift option if I am ordering a set? A set normally comes packaged in a box. They refused to send me boxes. I now have to travel one hour to the nearest store to get boxes that will fit the sets. Very disappointing and angry. No solution, just "sincere apologies". I have never had such poor customer service.

It seems that this is a chronic problem with Crate and Barrel. I ordered a love seat that was to take 8/10 weeks for delivery but to 4 MONTHS. I called many times asking about the delay and was always given the runaround. I finally received a reply after several calls and a couple of months, that the manufacturer ran out of the fabric. I was told that I would be compensated once delivery was accepted. When the love-seat arrived, it was wrinkled and had a stain in the back. Since I was frustrated and desperately in need of seating, I didn't even check it until the delivery people left. Needless to say, there was no compensation, not even a phone call checking to see if everything was okay.

My husband bought a chair from Crate & Barrel, not only he had to drive to a different warehouse which is 45 min away from their retail store, but when he opened up the packaging, he realized the chair that he had pick up was all scratched up and had marks all over. Looks like one of the returned item, he contacted Crate & Barrel about the issue, did a whole bunch of explaining and complaining, they said they would have a courier deliver a new chair and pick up the damaged chair on a specific date and time. Of course, no one showed up. When my husband called them, the delivery guy said he will be here in 15 min, of course that didn't happen and now my husband is so fed up that he swear he will never buy anything from Crate & Barrel again. It's really too bad that Crate & Barrel don't do a better job of managing their stock from front to back, warehousing and delivery. They do carry some very nice items.

This is the review I posted yesterday, which still hasn't shown up on the Crate and Barrel web page for this item (even though my review submission was confirmed): I purchased two Sterling 87 Tall Cabinets a couple of years ago. This past September, the glass panel on the right side spontaneously shattered on one of the cabinets. I contacted Crate and Barrel, and they gave me the run around. First I was told someone would contact me to replace the cabinet (they never called back), then I was told it was out of warranty so the best they could do was offer me free shipping on a new one. Meaning I'd have to fork over another $1000. I was able to get the glass replaced for $80 + labor through a friend.

I ordered a couch and chair in mid October 2015. My delivery was scheduled to be received by January 6th. I called to confirm pending delivery. They now tell me that my furniture may be delivered sometime in February. I will never purchase furniture from Crate and Barrel again. I never received a call regarding the delay in delivery and the vagueness of a future delivery date leaves me with absolutely no faith regarding a delivery date. I contacted corporate Crate and Barrel and received an apology with no solution.

Placed an order 3 weeks ago for Christmas decorations. To date, still waiting and tried calling just to wait on hold for 30 minutes. Finally tired of waiting I hung up and checked my order today only to see it say still processing. I sent several emails with no response and the credit card has been charged. According to laws in CT a credit card is not supposed to be charged until the item is ready for shipping unless it's a special order. Hmmm... I just don't think this company cares.

I ordered a couch in early September and was told that it would be delivered by the end of October. It is now mid-December and I am being told that it will not be here until after the holiday season. The updated delivery date is sometime in January now. I did not receive notification by phone or e-mail that there would be these substantial delays. I ended up calling and following up myself; only to be given no explanation for the many delays, and no attempt to address the huge inconvenience. There is absolutely no excuse for the complete lack of communication and accountability. I would advise buyers to stay away from this company and go with Pottery Barn.

I feel as though I have been given the run around with Crate and Barrel furniture order. I placed the order on September 6th and they told me 10 - 12 weeks. It's now December 7th and they still don't have my order. Their explanation, "Don't forget about Thanksgiving." and "We are allowed to take a vacation after all." You can't be serious. Note to Crate and Barrel - be honest and upfront with your customers, period, end of story. I will never, ever buy furniture from you again and I will absolutely never recommend you to a friend or colleague. Get it together over there! Thank you for your time.

I just want everyone to be aware of Crate & Barrel shipping charges. They are fairly excessive. They charge separate shipping for lots of the different items so the shipping charges all add up. Most other vendors have a minimum purchase amount for which they charge no shipping was, something like $50 or $75. However Crate & Barrel shipping charges on my recent order of $164 $21.95! I tried to discuss it with their customer service department through email but after several exchanges, they basically didn't care.

Ordered Axis II Sectional. Waited a little over two months for it to be delivered. That was expected since they did inform me it was a custom color/fabric and would take longer. So during the time I was waiting, I noticed the sectional went on sale. I called customer service and was given the Sale Discount, no problem. Closer to delivery date, I noticed the credit that I received for the sale discount re-appeared on my credit card as a charge. I called and was told that the way their screwy billing system works was in order to ship a certain part of my sectional, they had to re-bill the credit card. But once I received product, I will receive the initial credit back on card. Weird, I thought, but we will see.

I ordered a bed, was told 6 to 8 weeks for delivery. It has now been 17 weeks and the bed was supposed to be delivered today. I called to find out where it is, and oops it didn't make it on the truck for delivery. Going to be another two weeks. ** you Crate & Barrel. I will NEVER purchase anything from your store or any affiliates again.

Ordered a popcorn popper over a year ago and requested they not send any catalogs. The popcorn popper is very cheap looking, but it works OK at best. They continue to send me catalogs every month. I call and requested no more catalogs but it falls on deaf ears. They really don't seem to care what you ask them to do. I will not ever buy anything from them again because of their poor customer service when making a request.

My husband and I went to a store located in Florida. The store is beautifully put together. We found a a table and had it delivered. In two weeks, the table arrived cracked. So we ordered the cracked top to be replaced with new one. Following week, the new one came with a big chunky part of the top fallen off from the main body of the top. They did't seem to take it seriously. Several weeks later we decide to give the store one more chance. We went there and ordered another table and a book case. 3 weeks later we opened the box and found two shelves broken. I mean, seriously, This company has the worst quality. Those products only look good outside, but after dealing with going back and forth, we had enough. We are canceling table and the problematic book case. We are not going to bother to have any business with them.

I loved the look of the Sierra King Bed, but have had problems since day one with its quality. I noticed the headboard wobbling in the showroom and discussed this with the sales rep. He got some people to work on it and it seemed to tighten right up. I bought it and many MONTHS later it was delivered. The headboard was wobbling. I told the installers. They tried to fix but said I should report it on the customer satisfaction phone call the next day and they will repair it. I did this and got no response. The other day I moved the bed two inches to plug in a lamp and the other side cracked. Now the whole headboard is extremely unstable. I called customer service the moment I noticed it. They said they would check with their suppliers about what to do and they would call me back that day or the next.

I bought two of the C Era side table a few years ago and loved the way they look until... The top started sliding off to reveal the double sticky tape that was holding it in place all these years! Such a disappointment! Several thumbs down for Crate and Barrel customer service that will NOT take responsibility for their product! Would NOT buy again or recommend to anyone. For the $299 price plus shipping and tax it is just NOT acceptable. Better buy a table from HomeGoods for less. When I posted this review on their website they would NOT publish it of course!! How rude!

It's a nightmare with no responsibility locally or contact general company. Late May pay in full, delivery in 7-8 weeks. At 7 weeks call problem, no apology, say will be in a week. I call again, order not until late August! Now it's September 22! Delivery set, order incomplete, waiting again this morning, call mix up again! Finally I ask for a refund and am given one. Do not shop here, incompetent and they don't care.