Crate and Barrel Reviews 460

I've shopped at Crate & Barrel for many years, and overall, I've been happy with the merchandise and also with the store credit card. However, C&B recently switched from Synchrony Bank to Imprint and regarding the new card issued by Imprint - what a mess. It's been an absolute disaster. When I tried to use my old card recently, C&B wouldn't accept it. I was told, "You must use the new card." I said, "Wouldn't I have to actually have received the new card to use it?" Indeed, that's correct, but (per a recorded message) "Imprint has been swamped with the transfer" and therefore couldn't be bothered to actually send out the card in time for me to meet this requirement. So I used a non-C&B card instead which meant I didn't get points for my purchase. Finally, the new Imprint C&B card arrived, but when I went online to activate it, I discovered that the card number pre-posted online for me bears no resemblance to the number on the physical card sent to me, and there's no option to edit the wrong info online. I tried calling the number on the back of the new card, only to discover that the entire phone system appears to be automated with no chance of speaking with a person. When I tried to use that automated system, I ended up in an endless loop which always took me back to the menu. So I guess I'll cut up the C&B card issued by Imprint.

Horrible customer experience. Trying to contact them is the most frustrating experience and you get nowhere. As many businesses lately you have to try and navigate through AI to get to a real person. I got hung up on a couple times before getting put on hold for a long time. When i finally reached a real person she said she would help and then pretended to have problems with her headset and eventually hung up on me. I then got texts from AI pretending to be the person I talked to at first and telling me they tried calling back and left a voicemail. It was very apparently AI and not a real person. I was clear I would not talk to a machine or text and wanted a call back by a real person. It kept telling me it kept trying to call me. There was zero record of incoming/missed calls or vms. These are the tactics businesses are resorting to force AI down our throats. This whole ‘you are lucky to be able to do business with me and you will take what i give you and like it. If not, too bad’ business model will fail. And those businesses will go under as more and more customers walk away. I will certainly not ever spend $5000+ at this business again, nor will I take my business anywhere that tries to replace customer service with AI. I will only go where being a customer is actually valued.

We purchased five final-sale bar stools. Only one was shipped without notice; we were told “final sale, no refund,” and charged shipping as if five items shipped. After significant time on the phone due to Crate & Barrel’s store-card issuer transition, a refund check was eventually issued; however, the process was fragmented, communications were poor, and we spent ~2.5 hours resolving a merchant error. The final offer was just a small coupon, which does not reasonably compensate for the time and stress involved. We request written confirmation of $0.00 balance, full reversal of shipping/taxes tied to undelivered items, and appropriate goodwill (gift card or meaningful non-restricted discount). Documentation available: Crate & Barrel “Order Statement” email for Order 354931029 reflecting “Refund pending: -$253.49.”

Over 4 months and spent over 9K on a few couches. Still waiting. Terrible customer service too

They provide false advertising on products. They get you to sign up for 15% off on your order and when you place the order you do not get the 15% you get "free shipping" which makes zero sense as shpping is free on orders over 149 it states on their website.

Twice I have had to contact Crate and Barrel regarding their 15% off coupon for signing up to their newsletter. Twice I have had horriable responses. Basically putting the blame on me. Telling me the coupon only applies to a regular priced item. (YES I KNOW THAT) The Item I am looking at is NOT on SALE and Coupon should be valid. And around and around we go on their website!

Be very careful when using the online Post Office change-of-address website. You will find that, unless you are very careful, you will have "opted-in" to get promotional emails from Crate and Barrel. They will fill your inbox with junk on a daily basis, and there is no UNSUBSCRIBE link in any of their emails. They just keep sending these advertising emails, and there is no way to turn them off. Very unprofessional and smacks of poor customer service.

Ordered a sofa in May. Cushions didn’t arrive until mid-July after being promised “3–5 days” dozens of times. When they finally came, they were the wrong color.
I re-ordered in mid-July and again was promised “3–5 days.” Weeks later, still nothing. Fed up, I canceled the order two weeks ago. Yet today, huge boxes of cushions showed up anyway — in the same wrong color I had already rejected, even after I sent photos requesting dark grey.
Customer service is awful: 20+ minutes on hold, emails ignored, and voicemails without a callback number. One associate even apologized for delays because she “took days off.” Why should customers suffer for lack of coverage?
This has been dragging on since May with no resolution. Crate & Barrel corporate should be embarrassed by this complete failure of service and quality control. Never again.

This companies' customer service is awful. I was promised that a wedding registry gift was in stock(wooden salad bowl and tongs) and that it would be delivered next day delivery. Apparently, it was out of stock Why lie to get the sale and it made me look like an idiot not having a gift for the shower.
I will never order from them again. I should have gotten something from Anthropology or Target where she is also registered.

Absolutely HORRIFIC customer service and overpriced items. I ordered over $10k of items/furniture for work and items arrived damaged, and it took THREE attempts to deliver until item was eventually discontinued. This is a joke of a company and I will no longer be shopping here. They run you in circles when facing any issues and you can never get a clear answer from anyone that seems like an actual human that speaks English.

I also used them for my registry (prior to the terrible work order experience) and I regret using them. A several hundred dollar silverware set we were gifted rusted and tarnished just over a month th after using it. Customer service’s answer was simply giving cleaning instructions. Obviously useless as the damage was already done, plus I had already been taking the proper cleaning steps. They said because it was “past 30 days” there was nothing they could do. Also found out that the set was marked up nearly 50% of what it was listed for on other retailers websites.

Just a complete and utter SCAM, joke of a company. Not to mentioned the employees in store who heckle you and won’t let you shop in peace, just trying to get a sale.

Purchased a $50 garlic press. Garlic press, a Crate & Barrel exclusive product, broke within a few months. I called customer service and told them about my problem and, while on their website looked up the garlic press I had purchase. It has one star review because (for many) it snapped in half just like it did to me. It’s a piece of junk. I asked customer service for a different garlic press or a gift card so I could buy something else and they gave me the runaround saying they needed an order number. I told them I did not order the garlic press but purchased it at their store. They said, unless I could prove I purchased it, their hands were tied. I ended up finding my credit card statement and sending them proof of purchase and they STILL refused to give me store credit or a different garlic press. I spent over three hours of my time on the phone trying to get a customer service representative to help me. After pointing out to them that the garlic press has horrible reviews, proof of purchase on my part they STILL refused to make it right. I suggest no one buy anything from this company, I told them I would never buy anything from Crate & Barrel again. ABSOLUTELY AWFUL customer service and do not stand by their products.

I will never buy anything from crate & barrel again. Customer service is abysmal.

I ordered a piece of furniture online and scheduled a pickup The whole process felt uneasy. Why would you have me schedule a pick up when you haven't even confirmed that it has shipped or anything? Anyway, I went through the whole process got an email saying the order will be ready for pickup on my scheduled date. 2 weeks later it was delivery day and I get an email saying it isn't there! What the heck?? Are you kidding me? When will it be there? This year... next year? If I don't get it soon I will just process a chargeback on my CC but what a disorganized ordering process. Just stick with their little trinkets and stuff that they have in store. This is ridiculous.

If you are a sadist and want an easy and quick way to torture yourself and endure pain and suffering, buy furniture that needs to be delivered and installed from this mafia. Have fun!

If I could give this company a 0 I would. I have been waiting 3 months for a credit for the incorrect size rug they sent me. The employees don’t speak English, and just don’t care about the customers!! BEWARE!!

Absolutely terrible experience with Crate and Barrel.
I placed and paid for my order in January 2025, and even after nearly six months, they have still not delivered the correct product. The level of service has been shocking — rude, unhelpful, and completely irresponsible. Every time I followed up, I was met with dismissive responses and zero accountability from the team. It honestly feels like I’ve been scammed.

This is by far the worst customer service I’ve encountered — no resolution, no empathy, and no respect for the customer. Avoid Crate and Barrel at all costs. I will never shop here again and strongly advise others to stay away from this brand.

We ordered the Barrett II custom corner sectional in store. It was about $5000. That was the beginning of several critical issues. First, the associate told us it would arrive a particular week which it did not. It arrived a *month* later. When we used their automated scheduling system no one informed us the original schedule date was BUMPED. They failed to mention it. So after all the coordination to be here on arrival day, NO arrival. Had to go through the process all over again! When it finally arrived, the legs are cheap PLASTIC!!! Are you kidding me? For $5000 they couldn’t put on WOODEN LEGS?!? Now I’ve got to order wood legs. We will NEVER order any furniture through Crate & Barrel EVER AGAIN. Wish I had read these first. STAY AWAY!!!

I ordered hampshire dresser from Crate & Barrel in January while I was pregnant, to complete my baby’s nursery. The dresser arrived damaged, with a clear manufacturing defect in the paint finish. I had to chase them for weeks just to get the replacement approved. Then they picked up the damaged one and left me with nothing.

The replacement never arrived. When I called to ask what happened, they said, “Oh, it’ll be here next week.” They said that every single week for over a month. No one ever called me back — I had to keep calling and explaining everything all over again each time. I was the one doing all the work just to get what I paid for.

After months of this, they finally scheduled a delivery but on the delivery day, nothing showed up. They didn’t even notify me. When I called yet again, I was told:
“Sorry, there was a mistake on our end. The dresser won’t be available for another 2 months.”
So now after 5 months, I have a two-month old baby and no nursery. I even missed a professional photo session I had planned around this item.

And after all of this? Crate & Barrel offered me one thing:
“We can cancel your order and give you a refund.”

That’s it. No effort to fix it. No expedited solution. No meaningful apology.

Their customer service is beyond awful — no one takes ownership, no one follows up, and you’ll have to retell your story to a new person every time. It’s exhausting. At this point, it honestly feels like a scam.

Crate & Barrel sells a premium image, but this experience was the opposite. If you’re expecting a baby or furnishing a nursery, do not trust them. I’m heartbroken, angry, and still left with nothing.

We have had our rather expensive sectional 3 years. So far two of the sponge cores have collapsed. No warrenty , no guarantee. Can’t help. Thanks but no thanks. For the last two years we’ve been saying we wish we had never got rid of our old sectional. It lasted 3 times as long and was half the price. Of course one of the sponges is for the sectional piece. And so we can’t swop it for another part of the sofa

I bought two nine inch slate blue cake pans. After the first use I washed them and dried them including under the folded lip. There was rust all around the lip. If I would've used them sooner I would've brought them back but it was already a couple months later. They look nice but they are cheap. So disappointed in Crate and Barrel. I remember when a lot of products came from Europe. That never happens anymore.