Crate & Barrel Reviews

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.

On 6/3 I ordered an Arch White Wardrobe, which was on backorder and supposed to be delivered mid-July. It is now 9/12 and I still haven't received it. I noticed they charged me for it in August and when I called them, they said it was ready and proceeded to set up delivery. Please note that I had to call them to get that information. They told me they couldn't give me a time slot for delivery, but they could give me the day. The delivery service would call 1-2 days before to tell me the time so I could confirm if it worked for me. The catch was if I had to cancel, I had to do it 3 days before or I would be charged. I argued that this didn't make sense given that they were only telling me the time 1-2 days before and they eventually did waive the threat of a late charge.

I ordered couch using their website in July and I was told the delivery would be made in two weeks. As soon as I ordered the email I got suggesting that the couch was back ordered and pushed to early September. I called end of August to check the status and now they say it would be late September and may be pushed back depending on the factory production. In the meantime they charged my card half the amount. Issues to be aware of - The minimum time to reach customer service is more than 80 mins (based on four calls I made). You have an option to leave a number. They charge your card with an excuse to hold your place in line and then they casual push the delivery date. No communication whatsoever of the change. Rude customer reps whose answer standard is "This is how Crate and Barrel does business."

Let me start by saying that I love Crate and Barrel furniture design. But they have a REAL problem with delivering. They tell you 8-10 weeks for a couch. So last year I ordered a Reston Sleeper Sofa, with a standard fabric attached to the display. When did I finally receive it? Almost SIX MONTHS later. It was one runaround after the next. Then it broke twice and had to have a repairman out. (Now I just don't use the sleeper part.) You would think I'd learn. But no. My salesperson assured me that this was wildly out of the ordinary, that it would NEVER happen again.

Wow, I am so disappointed with the customer service at this store. I went into the store to look at sofas and was told that I would get the New Movers 15% discount. I filled out paper work so that I could use that discount. Days later, I came back and decided to purchase a sofa with the intention of applying my 15% off. They lost my new movers number and I waited there for over an hour until they finally said "don't worry about it since you are signing up for a Crate and Barrel card it will come off on your next statement."

Ordered three cubes in June which supposed to be shipped in Mid July based on their website. However, it was shipped in late July and one is broken. Now they are saying there is no available and I should wait until mid September! I have called them at least 4 times, looks like it is a norm for them. Why should I pay for something that is broken and the replacement is not available for another 6 weeks? Is it normal to wait for 3 months for an order to be completed?

I bought a sofa and three small cubical tables from Crate and Barrel. The items arrived 3 weeks later than the expected date and after I called the customer service 3 times. The tables were damaged at arrival. Again, I called the company several times, and when I finally could talk to someone, they let me know that they could only replace the damaged items in two months because they don't have them available. Several people shared their similar experience on this website. I regret that I didn't take it serious.

I ordered a media stand, on sale, with a projected delivery schedule of 5-7 business days. After 10 business days, I called to inquire, since I had not received any communication. "Oh, seems that there was an unforeseen problem at the New Jersey warehouse. We're working to resolve as quickly as possible." I waited. No follow up communication. I called again after 15 business days. The problem still hasn't been resolved. Be patient.

After waiting 3 months for a coffee table to be delivered due to a backorder. The coffee table came in damaged and was told the item would be replaced. It is now 2 months later and they don't know when the item will be back in stock. I have gotten zero follow up from the customer service department. I requested a phone call from a supervisor and here I am another week later with no follow up. I would not recommend purchasing from a company who doesn't keep their customers informed and once they have your sale don't care if you're satisfied. Take your business elsewhere.

I ordered 4 chaise lounges for our pool. I checked beforehand that they were in stock. I got a shipment date 4 weeks after ordering. I was surprised by the time lag but let it slide. Then shipment due yesterday.... They phoned me with a window the day before of 3 hours. On the day of delivery no one phoned me to tell me they weren't coming. I phoned one hour after waiting through the window.... I got a "sorry - they're not coming today at all. It's a warehouse issue"... Then I phone the next day for a new delivery and they put me at the back of the line.... They will deliver it to me in 3 weeks!

Ordered sofa that was in stock and loveseat on special order. After 7 weeks, still don't have sofa. Delivery scheduled for last weekend. Stayed home but sofa not on truck. Told, 2 more weeks!!! In contrast, had custom sectional made and delivered by Sofa U Love in less time that I ordered a week after this order. Should have ordered from them instead. Only ordered from Crate and Barrel because told in stock. It has been nothing but headache and hassles with their customer service department. As a busy professional, I don't have time to work with vendors who are disreputable. I order a lot of furniture each year and will never order from them again!!

Do not buy the Crate & Barrel Petrie Apartment Sofa! It looks nice at first, but the manufacturing is of terrible quality. I have had the sofa for less than 2 years and taken very good care of it (no pets or children, light use, regular vacuuming) and it already looks very worn. The fabric on the charcoal gray has faded to an orange color on some pieces of fabric but not others, so it seems like some of the fabric used was improperly dyed or prone to fading for some other reason. Several of the buttons have loose threads around them, and a couple of them stick out so much they easily get caught on clothing when sitting on the couch. Crate & Barrel has refused to repair the discolored panels of fabric or exchange the couch due to these defects. Very expensive couch to only last a year.

I am so disappointed in Crate and Barrel. My husband and I were looking forward to furnishing our new home from top to bottom with Crate and Barrel furniture: we love the design and love that it caters to younger, more creative home owners. However, since the first item we bought from Crate and Barrel, it has been one disappointment after another. We bought the Tate upholstered bed and apparently the fabric is treated with some chemicals that cause headaches and nausea. We purchased the Sloan desks, but they are wobbly and flimsy. We purchased a Halo dining table and it, too, was wobbly. We bought curtain rods that are supposed to expand to 5’ 6”, but when extended to 5' 2” it bends and bows.

I ordered an area rug from CB with color espresso asimi. We recently found it is shedding tremendous amounts of a white, silica-like dust. This is not dirt from the environment, it's coming from the rug, possibly it's the latex backing breaking down. This is not good for respiratory health. Unfortunately we didn't realize this within 30 days so they will probably do nothing about it.

We ordered a sectional from our salesperson, Chris, at the Manhasset store. The delivery time frame we were given was 12 to 14 weeks, with a possible earlier date if the fabric was in stock. 14 weeks has come and gone and no couch has been seen. I have been in touch with customer service whose attitude was anything but helpful. They basically said that the delivery time we were given was but an estimate and did not know when the furniture would arrive. They did tell me it was coming from North Carolina and it would take two weeks to get here upon completion. I guess they must walk it up 95. When I consulted my salesperson at the store, he was almost as frustrated as I was as he does not get paid until the merchandise is delivered. He then took out a pile of orders that were in the same state as mine.