Crate and Barrel Reviews 460

I purchased a newly designed espresso machine that was an exclusive to one location only and cost $1000. Approximately 3 weeks later it went on sale for $200 off. I contacted cust. service and was told they couldn't help since it was purchased after a month had past. I replied that no it wasn't and to look at my order. They texted back that they couldn't help as I would have had to have contacted them within 7 days of the purchase!! WHAT!! First they say it's over a month and then I'd have to notify them within 7 days!! It wasn't even on sale within 7 days. What kind of dirty handed dealing is this? I might have even accepted "We're sorry but sale credits are only given if purchased within a week but to try this underhanded answers?? Nope I'm done!! This was my first purchase ever to a Crate and Barrel and was excited to start my Christmas shopping there and also to start doing some shopping for my son's recently purchased new house! Well I guess they lost my business for good and a LOT more money than the $200 sale would have cost them! Bye Bye Crate and Barrel!! Never again!!

After receiving a delivery that was supposed to be gift wrapped ( their gift box and simple ribbon ) is really a nice look .... I chatted online and got nowhere with the replacement and return. I ended up calling the C.S. on the phone and Jasmine in customer service fixed the whole problem with a great attitude and smile. I was very impressed.

Delivery charges not easy to see (apparently in T&C's) and charged me without warning.
11 days later they tell me they can't deliver one of the items.
Delivery is scheduled by them 2 weeks later and of course missed, currently by 4 days and counting.
Shambles.

I’m extremely disappointed after waiting four weeks to receive a table that arrived completely broken and appears to be used. This is not what I expected, and I’m shocked that such an item would be sent.

Despite the fact that we spent about $5,000 at the business, the manager showed no empathy for our situation and simply directed us to customer support.

Six weeks after the purchase, they called and requested us to clear everything for delivery. We gave away our sofa and television console. Our television is lying on the floor. This is our TENTH week and we are yet to receive our TV console.

They charged my credit card for Full amount, but when it came to delivering the furniture, they were no where to be found. After multiple failed delivery dates and excuses, I was left without my purchase and no resolution in sight. Despite repeated calls and emails, thy refused to take responsibility .

This business operated with no regard for professionalism or ethics. They made promises they never intended to keep. Communication was evasive and they would often shift blame rather than take accountability. Their shady practices and lack of integrity made it clear that they cared more about profits than their customers or reputation.

After registration the promised promocode does not work. Customer service two times says one or another reason. Apparently, the main goal is to collect the personal info. it's a shame.

I called Crate and Barrel customer service trying to get hardware( screws/ bolts and some specialty parts etc) for a very expensive ( when bought new $999.00) child’s bed that I bought used. The hardware had been lost in the prior owners move. The bed is still in production but because I didn’t have a sales invoice they couldn’t help me. You would think that especially with children’s furniture they would be happy to help since it will obviously it will be passed on at some point and this bed has held up. Not good.

We purchased three items from Crate and Barrel. Two of the three items were so badly damaged in transit, that the delivery team immediately put them back on the truck, they didn't even ask if we wanted to keep them. When the replacement items finally arrived, I should have not taken delivery because the workmanship was so poor. The two pieces both had terrible alignment of components and large panel gaps. Many years ago, C&B made quality furniture. But they seem to be cutting corners everywhere and the quality is terrible.

I am disappointed. I ordered a lamp in April for delivery in September. I contacted crate and barrel and in September to see the status. They canceled the order in August because I did not respond to an email they sent me in August. The email stated they would cancel the order within 4 days. My receipt states orders will be cancelled in 7 days. Crate and barrel should implement courtesy calls before cancelling orders. It might help them increase their sales vs cancelling orders that people want. The lamp is no longer available but luckily kim tracked one down for me. She recovered from this customer service challenge since I was upset that I had waited 4 months for the product and the order was cancelled.

I ordered two fabric placemats and received today from Crate and Barrel. Please note placemats made out of fabric are not breakable. The amount of plastic packaging that came with these two cotton fabric pieces that I ordered is absolutely astounding. They were shipped in a box that was almost entirely plastic bubble wrap, when they could have simply been placed in an envelope with perhaps one of the six - yes six - pieces of plastic bubble wrap. And the company has a statement about sustainability, while they ship 2 little fabric placemats in the most wasteful packaging I have seen in years. We live on a planet that is drowning in plastic garbage. Shameful!

Jodi Selene

Unfortunately, I have to add my one-star review after a disappointing experience of ordering bedding and not receiving it, because the order was "mysteriously cancelled" on Crate and Barrel's side. It's astonishing how a store can stay in business with such poor service. Very disappointing!

I fell in love with the store for its display windows and minimalist merchandise. But when it came to ordering online, that’s where the adventure began. My order was delivered in three separate shipments, with just one item in each, all packed in huge boxes. I waited too long for one of the items, and by the time it arrived, it was no longer relevant.

Crate and Barrel's summer triple points offer feels like a classic bait-and-switch. The promotion seems enticing at first, but the way it's structured leaves customers frustrated. They dangle the 3x points promise, but good luck actually using them—points expire quickly, and it’s nearly impossible to combine them when you want to make a purchase. I spent July trying to build up my points for a purchase in August, only to be stonewalled by four representatives until a supervisor finally informed me that my points wouldn't be available until after the promo ended on September 30th. I ended up losing $400 in points dollars during my first experience with them, and it’s left a sour taste. I wish I had stopped shopping there then!

Worst company I’ve ever had the displeasure purchasing from, stay away!

Terrible and misleading customer service. Also salesperson never returned a call. She was either "on a break" or not in. She never did return our call and after 3 tries we went to customer service. I can only reiterate what many have said here. Read all their bizarre policies. None of them favour the customer. I only got out of an additional $370 delivery charge because my original phone call had been recorded and I asked them to listen to it where the person told me the delivery charge was one flat fee and would cover two deliveries. I needed that because two of the three couches we ordered were delayed. So, their delay, but customer is expected to etiher wait until the whole order is ready or pay an extra delivery fee. Fortunately I was "misinformed" and they had to waive the extra charge. The product and the delivery people were great so I want to be clear about that. But Buyer Beware. They have strange policies and you had better know what they are. I asked if they ever got repeat customers - a question that wasn't appreciated. But I will certainly not be one!

I would give ZERO stars if that were possible. Crate & Barrel has extremely poor customer service. I placed my first order in June 2024, received an order confirmation, and then heard nothing. On the expected delivery date, I discovered my order had been canceled without any notification. It took multiple follow-ups to get my gift card refund, which they eventually sent after over two months.

Hoping for a better experience, I placed another order for in-store pickup with same-day delivery. I placed the order before noon, but three days later, I still haven't received any notification that my order is ready. The store has no record of it.

For a company that claims customers are their priority, this is unacceptable. Crate & Barrel’s service is pathetic, especially given the premium prices they charge. It’s shocking they are still in business.

On May 25th, the CB2 delivery drivers came to my house to deliver some furniture that I had purchased. During the delivery appointment, the delivery people broke a tall vase (Pier 1 brand) that my mother had inherited me, and they stole the remote control of my original orthopedic queen bed, leaving my bed bent at a 90-degree angle and so high that I cannot access it. As a result, my bed is "UNUSABLE", and I have been forced to sleep on my couch for two months because I do not have a bed to sleep in.
I attempted to fix the bed by hiring a technician, who was unable to adjust it to its original position. I then purchased a universal remote control, but it did not work either. The brand of the bed went out of business after the pandemic, and they no longer sell the remote control.
I am a 52-year-old disabled person with a bone tumor in my legs living alone in one bedrrom apartament with one bed, and CB2's negligence to fix my bed has exacerbated my existing health issues. Sleeping on a couch for an extended period of 2 months has caused back and leg pain, and has disrupted my daily functioning and routine.
It is clear that CB2 only cares about making profits without ensuring customer satisfaction. The escalation department of Crate & Barrel, consisting of Barbara Tykane and LaShawn B., handled my complaint unprofessionally and failed to resolve the damage to my property. They didn't want to be responsible and referred the issue to the manager of the warehouse. The manager of the warehouse referred the issue to the manager "Mike of the delivery company Rider Last Mile". The manager Mike of the delivery company Rider Last Mile referred the issue to the truck owner, "Mr. David Rojamin". And the truck owner Mr. David Rojamin referred the issue to the "illegal Mexican delivery driver Ricardo Hernandez" who broke the vase and stole the remote control. However, this driver (beside that he doesn't speak English), refused to take responsibility for the issue, stating that he did not have the money to solve the problem.
I made business with Crate & Barrel, not with the illegal delivery driver, or the truck owner, or the warehouse manager as Crate & Barrel forced me to handle the issue with them. I paid Crate & Barrel directly for their products and delivery service, not their employees.
All these individuals are so unprofessional, and their only response to resolving the issue has been to SHIFT THE BLAME to one another, passing the buck and avoiding accountability. To wash their hands they have repeatedly referred me to new people to talk and seek solution, and I am exhausted and frustrated from repeatedly talking with new people, and begging the company to take responsibility for the damage they caused in my home and me.
Crate & Barrel's lack of integrity, responsibility, and professionalism is evident in their lack of insurance coverage for customer property damage and their treatment of customers, which is akin to treating them like animals rather than human beings.
A reputable company would never damage a customer's property, particularly a handicapped individual, and expect them to sleep on the floor or on a couch like a dog for months without taking immediate action to resolve the issue. Instead, they would take full responsibility for the damage and work to rectify the situation promptly, but this company Crate & Barrel has not even apologized because they don't respect customers. Unfortunately, the Crate & Barrel executive customer service team has also been unresponsive and uncooperative, expecting me to resolve the issue directly with the delivery Mexican man, which is not only inconvenient but also illegal.
I am scheduled to undergo surgery in August and desperately need my bed. I will not allow Crate & Barrel to continue causing me damage. In order to recover my bed and vase, I believe my only recourse is to take legal action against Crate & Barrel, forcing them to face a judge and ultimately hold them accountable for their actions.. - I am so disappointed of Crate & Barrel... do not buy furniture to them.

Where should I begin? Terrible customer service, horrible delivery, pitiful quality on certain items, and awful return policies. Whenever you shop for furniture, no matter how much certainty they give you on delivery dates and times, or if they tell you you will receive a call the day before delivery to schedule your window, and even if you do get that call and you do schedule your window of time, they may still never show up, or will say they did but never did, or if they do, 9 out of 10 times the merchandise will be brutally disfigured and you will have to send it back or worse, figure out how to return it because they will then claim that it was your fault that happened. If you do have the opportunity to own an undamaged piece, the quality can be quite good on certain things such as sofas, beds, etc. but for other items, especially big wooden pieces, beware! This is a company that takes no ownership of its problems and makes it extremely difficult to accomplish the most basic things, such as returning items or refunding the customer correctly. I have been told my item was not returnable because it did not have the sticker, and that is in fact in their policy, but the person right before me had returned several items with no stickers, so which is it? I could go on, but it would bore you to death, maybe... but I won't; just don't shop there.

I left a review a few days ago about my item not being assembled upon delivery and I want to add although I was very disappointed but Hiro from the crate and barrel warehouse was great to follow up with me and arranged time for assembly which took place yesterday so very happy about that ! I would still give the whole experience 3 stars but man the piece of furniture I got is so beautiful I can’t stop looking at it and the 5 stars is for the Evie bookshel! Absolutely gorgeous! I did not see the shelf in the store and blind bought it but I am beyond happy with it !

I purchased a blanket for my bed and was told if I did not like it I could return it within 30 days. After using it for a couple weeks I found it to be way too hot for a light blanket and tried to return it. My return was denied because I used it. I made the point “how do I know if I like it if I can’t use it”? However it was denied and the Manager Lauren in Costs Mess Ca was very short, rude, and unprofessional. I was a loyal C&B shopper but not any more!!!