Crate & Barrel Reviews

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.

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.