Crate and Barrel Reviews 460

Horrible customer service. Bought a 3000K sofa, Lounge II 93" 5 years ago and is now caving in. Customer service is not reacting to my request of a repair or new unit. I've had Ikea sofas that last longer. Very disappointed. Thought I was getting high quality and longevity with this brand.

Ever since IMPRINT took over acct management I've not been able to get into my acct. Making payments i impossible. Can't even do so with telephone payments. They won't accept my date of birth - which is MY DATE OF BIRTH - as part of the verification process. They are ridiculously convoluted and like that giant black digital box you cannot enter. Speaking w/reps gets you nowhere because they have little power to do anything. Welcome to The BORG...you will NOT become assimilated.

Cancelled item and they are not issuing a refund. They could not deliver in time for Christmas so I cancelled.
Paid through PayPal which shows full amount for 2 items paid. Also shows the full amount taken from my bank account. Crate & Barrel are saying they only
received payment for 1. I filed a claim through PayPal with pictures of supporting documents. It has now been 7 business days, no reply, no refund issued. Not good business.

I bought the Babyletto Kiwi Glider Deluxe
December 6, 2025 from Crate and Barrel
For my daughters January expect baby delivery. Order processing and shipping delays were never mentioned during the
Ordering process. After inquiring about the the slow processing and
Shipping, I was informed it would be March of 2026. Upon contacting customer service they indicated there was nothing they could do, however, they did delete he delivery fee. After more BS excuses I asked for a refund. Crate and Barrel indicated that I would have to wait for the March delivery in 2026, then arrange a pickup and delivery back to the crappy company. I’ve had to go out again and buy a Nurtur&, which is better quality anyway, in my opinion. Crate and Barrel has the worse customer service I’ve ever experienced and I’m still out the money I paid in good faith.
Do biz with this fraudulent, in my opinion, retailer at your own risk.

First and last time shopping on Crate and Barrel.
The absolute worst customer service I have EVER received from any company I have ever shopped with. Extremely unprofessional customer service agents.
I have nothing good to say about them whatsoever.
I will never buy from the company again.

Don't waste your money buying furniture from this company.
Service after sale is the WORST!! I bought 2 sofas for $7,800. In less than 8 months the 2 sofas are in bad shape, when you sit you sink and the back concussions are now flat and looks horrible!!
I reached out many times to them, their answer that's I normal and if I want I could purchase replacement cores for $182 each, that would be over $700!!
just a big name with bad product and bad service!!

Ordered a Christmas gift three weeks ago and crickets from this company. They say it’s a third-party vendor, but they’ve already charged me and won’t let me cancel my order. We had to dispute it with our credit card. I would stay away from ordering from what you used to be a great company.

Worst shopping experience of my life. Buyer of furniture and/or online products beware.
In store and online customer support was horrible. It started with my online purchase of a couch back in August. I was told by the manager that this would be a custom order so it would take 6-8 weeks . He also encouraged me to go ahead and order online. The first mistake I found out later. An email communication about my order said to expect deliver by early November. After that date passed with no couch I checked in. This time the order delivery was early December. After not hearing from C+B about the coach in early December I decided to visit the Bellevue store to ask for help. When I questioned the only person on the floor, I was told she could not help me since it was an online order. I explained to her the manager had told me to order online. She said he should not have done that and then proceeded to stare at her computer and ignore me. So that’s when I started calling customer service. Everyone said they look into the problem and call me back. That never happened. It was like ground hog day, every day. I asked if they had any of my previous calls on files and they said no. You can’t have customer service if you don’t record the customer problems. What a joke. On my 6th call after 4 months of waiting for this couch, I finally told the clueless customer service person I wanted an answer on what was going on with the couch within 2 hours or I wanted a refund. I finally got my response stating they were unable to fill my order and would give a refund. The amount of frustration I had unsurpassed anything I have experienced when purchasing a product. I have shopped at Crate and Barrel for over 40 years. I will never shop there again. I had already shared my story with family. After looking at reviews at on BBB and Consumer Affairs I know I am not the only one. What was once a good business is now a failure.

This issue is not with the store per se. The folks in the store were very nice. And generally as helpful as they can be within the constraints that C&B places on them. My problem is that we were told we would earn reward dollars that we could use for another purchase specifically a chair to go along with the sofa. We buy the sofa, which is, let’s be honest, quite expensive, and then we’re going to buy the chair a little later when we have the money and apply the reward dollars to that purchase. Well, a couple of months go by and we’re ready to buy the chair, butI don’t see the reward dollars on our account. So I call only to find out that “the reward dollars have expired”. Well we weren’t told they would expire. But the folks that we talked to were kind enough to put the reward dollars back on our account. So now we’re ready to buy the chair, but come to find out that the reward dollars can’t be used at the time of purchase. They have to be used with the credit card. Keep in mind C&B transitioned their credit card to a different company in the middle of all of this, which complicated things, so we had to deal with that as well. Fast forward, and now we’re making the purchase with the new credit card, but we’re told we can’t use the reward dollars at the time of purchase. We have to use it with the credit card after the fact. So I put the entire $1000 chair on their credit card. First bill comes I’m looking to apply the reward dollars, to pay the balance and I find that I can’t. Chat with Crate & Barrel and they are adamant that I cannot apply it to a credit card balance I can only use it at the time of purchase. So which is it? This is a scam. C&B is scamming their customers. I have $620 worth of“reward dollars” and a $640 balance and they will not allow me to pay it with the reward dollars. They have scammed me. Also, I can’t cancel the order now because when you buy furniture from them, it’s “custom made“ and nonrefundable. As I said, a scam. Don’t buy from C&B.

Worst shopping experience ever
Good products at fair prices but nightmare to deal with the store staff and customer service.
I have provided feed back thru multiple channels, nobody seems to care.
Hopeless

I purchased $250.00 worth of dishes for a wedding gift and the damage was unbelievable. Customer Service handled the replacements however there was a vegetable bowl replaced 3 times and was broken each time. The problem was there was no packing. The bowl was just stuck in the box. I just can't believe that they could ship glassware with no packing. As a previous Director of Transportation I know that UPS or Fedex would not pass their shipping boxes and not pay their claims without sufficient packing. They should be embarrassed at this point.

How dumb can you be this time of year? It Christmas and millions of items are shipped around the world. A majority of reputable company’s have the decency to send packages in unmarked box’s. Not crate and barrel. Item came in the display box with nothing but a label stock to the box. Sending a $1000 knife set in the box has to be the stupidest thing I have ever heard. Not only was the package almost stolen but now a Christmas gift was ruined. Great job, incredible customer service and impeccable business practices.

I made my purchase on August 2, 2025. Initially, I was told that delivery would be at the end of August 2025, but month after month the date was changed without any real solution.

Every month I received the same response: "by the end of this month," and now I'm being told the new date is the end of January 2026, after almost five months of waiting.

The most disappointing thing is that, despite the constant delays and failure to deliver on their promises, they refuse to issue a refund. Customer service offers no alternatives or clear solutions, only more postponements.

For a company that presents itself as serious and professional, this experience has been completely unacceptable. I feel like they are playing with their customers' time and money.

I do not recommend Crate & Barrel based on my experience.

This review is not about any local Crate & Barrel store or in-store employees. It is specifically about corporate customer support and how it is staffed and run.

Crate & Barrel clearly does not care about either its employees or its customers if this is the level of understaffing and disorganization they are willing to tolerate. I spent over 90 minutes waiting on the phone and never reached a human being. The phone line was effectively unusable.

Throughout the day, I attempted to resolve the issue via text — which appeared to be the only way to contact support. I was repeatedly matched with different support agents, none of whom had context from prior conversations. Each interaction started from scratch. No one seemed to know what had already been discussed, what actions had been taken, or what the next step should be.

Despite providing the same information multiple times, there was no progress toward a resolution, no escalation, and no accountability. The experience was chaotic, inefficient, and deeply frustrating. It felt less like customer support and more like a system designed to exhaust customers until they give up.

For a brand positioned as premium, this level of support failure is unacceptable. The issue itself could have been resolved early — instead, poor staffing and broken processes ensured that it wasn’t.

Again, to be clear: this is not a reflection of store associates. This is a corporate customer support and process failure.

Literally the worst shopping experience I’ve ever had. Will never shop here ever again and neither should you. God awful customer service reps across the board. Save yourself time and grief and spend your hard earned money anywhere but here.

Completely unsatisfied. After the bed i ordered was delayed three months, it delivered today and was missing a significant piece and could not be assembled. It has been impossible to get an update or connect with someone live. This is the worst customer experience I have had with a furniture company. How can you charge someone and leave them with this experience?

Crate and Barrel is TRASH!!!! I ordered a chair to be delivered on November 30th. My delivery was cancelled at the last minute and then rescheduled for December 6th. I cancelled an appointment to accommodate their delivery window only for my delivery to be cancelled because Crate and Barrel warehouse could not find my purchase to give to the delivery driver.

I'm not one to write bad reviews but their customer service team are completely useless. I ordered a click and collect from store and they left me waiting for 45 minutes. I had asked 3 staff members where my order was and they said it was coming. 35 minutes later, i get told that they forgot to bring it to the shop floor but its on the way. Another 10 minutes waiting and someone from the cleaning team finds my parcel left by the bedding department. All they said was a sorry mam, bye.

This has been one of the worst purchase experiences I’ve ever had with any retailer. I was mistakenly charged twice for one table and four chairs — nearly $8,000 — and had to open a dispute to fix it. When I finally picked up the chairs three weeks later, they had mold on them and had to be returned.

To make matters worse, after Crate & Barrel switched credit card providers from Synchrony to Imprint, I was hit with an unexplained $100 charge, which the dispute team still insists I must pay.

Overall, an incredibly frustrating and unprofessional experience. I strongly recommend avoiding this store.

I used to buy from this store constantly, loving once the products, service, and logistical sense of the business, however, that is now stopping. I ordered some items on the online website, and there was never a mention, of one of the items being backordered. No email, no follow up, nada. I get the box 4 days later, and the box is completely mutilated. I try to contact C&B, and nobody follows up. I send 8 emails, all go unanswered. I leave a message on the website, it goes unanswered. Excuse me, but do you know what customer service is? Do you plan on staying in business? Well, to little to late, you have lost a customer of over 30 years, because you have forgotten the measures of retaining customers and giving them real service. Not this AI stuff. When you lose customers, you eventually will fall and unfortunately, not following up, or communication is a thing of the past. Not impressed, will give someone else the business.