Crate and Barrel Reviews 461

Before I bought my couch, I read reviews about C&B customer service but unfortunately I did not listen. I want to warn anyone who is thinking of buying a sofa from C&B: DON’T DO IT! I went to the Pasadena store so I could work directly with a salesperson, decided on a light colored fabric, was a little nervous so I repeatedly asked (over the course of more than 2 hours) if the fabric would hold up. I was assured that I would have no issue with the fabric, and was told I could spill wine on it and there would be no problem.
Nothing was spilled on the couch, very, very light use for the 1st six months, however stains appeared. I was having company over, and was so embarrassed that I turned the cushion over and realized that the entire cushion was discolored. My house is very clean, but this still happened (see photo). Customer service said there was nothing they could do for me and told me to try having it cleaned by a professional. They took no responsibility for what I was told repeatedly in the store by their salesperson.
C&B responded saying this was unusual, but offered nothing to help.

Update:

After contacting C&B customer service, I'm happy to report that they really stepped-up and sorted out my order to my complete satisfaction.

Well done to the C&B team.
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As others have suggested...C&B employs deceptive marketing practices. They're quick to take your money, then delay order fulfillment.

I ordered $900 worth of cookware back in November to prepare for the Christmas holidays. What was promised for 2-Dec delivery, has now been pushed to the 15th.

Looks like C&B will destroy my holiday preparations.

TL;DR: Crate & Barrel sells expensive junk that breaks within months of delivery. Their customer service refuses to repair, exchange, or adequately refund for their low-quality products. They do not prioritize customers, service, or quality. NEVER BUY ANYTHING FROM CRATE AND BARREL.
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Purchased a dresser for almost $1,000. Within 4 months, one of the dresser drawers started breaking at the front/side (front panel falling) and along the side (tracks). Not what I'd expect for a "quality," expensive furniture purchase.

First, I requested Crate & Barrel to send new parts so I could fix the drawer. Customer service said they would send the parts, but they never did.

Next, I followed up requesting a repair technician, since they would not send parts for me to fix the issue myself. The repair person arrived and informed me that Crate & Barrel no longer carries the parts required for the repair. They did their best to fix the issue using the tools and parts available.

Soon after, the drawer started breaking again. I reached out to customer service requesting a refund or a replacement dresser. Crate & Barrel informed me that they cannot send a replacement since they no longer carry the dresser I had purchased. Instead, they sent another repair technician to investigate the issue. The next repair technician told me, once again, that Crate & Barrel no longer carries the parts required for the repair so he did not fix anything.

Then, I followed up with customer service requesting a new dresser of equivalent value. They refused to send one since they no longer carry the dresser I originally purchased.

Finally, I requested a refund for the full purchase price. They refused to issue a full refund. Instead, they offered a final refund of ~$200 in the form of a store credit to Crate & Barrel. First, I do not want a store credit to Crate & Barrel - why would I ever want to buy their low-quality, overpriced junk again? Second, this amount is about 1/5 of what I paid in full for the furniture, tax, and delivery for a product that was broken within 4 months of receipt that Crate & Barrel has repeatedly refused to repair or exchange for me.

Their customer service agents Adrienne Araujo, Enrique G., and Jessica K. were extremely unhelpful and not accommodating.

THIS IS THE WORST EXPERIENCE I HAD IN AGES, THERE CUSTOMER SERVICE IS USELESS, I CALLED 10 TIMES, NO HELP
THE SHIPPING COMPANY THEY ARE USING IS BEYOND USELESS. IVE BEEN SUPER PATIENT UP TO NOW BUT NOW I WONT STOP WRITING REVIEWS EVERYWHERE I CAN UNTIL MY 4000$ SOFA IS FINALY DELIVERED TO MY HOME

I have no problem with the company or its service, BUT. That’s the 5 stars. The problem—which would be 2 stars, is the product. In brief, the Wells 84” leather couch is beautiful—and terribly uncomfortable. You can’t tell that from a store visit. It bottoms out and you just can’t continue to sit there. I move to a love seat. I weigh less than 150. I wouldn’t buy again. Definitely not for you if you’re a larger person.

Spoke with Luis M. From customer service about my package. He asked me to hold and keep me on the phone for 35 minutes without coming back to ask me to hold longer. Worst customer service! Worst part is he did not solve my problem. I will never shop at crate and barrel due to their bad customer service. I will go to William and Sonoma from now on.

Never Again!
I ordered a gift card on their website. Should be easy, right? Nope!
I ordered in sufficient time to get it before a wedding. I watched the order page and it said the card was delivered on 10/13, although the expected window was 10/16-10/18. I waited a day or so to contact them, just in case it still showed up. Nope. So I tried chat. AVOID CHAT AT ALL COSTS!! Got nowhere.
So I called. Despite the fact that THEY said it was already delivered, they still wouldn't cancel the card and refund my money. I had to wait until the 18th and call back to cancel. Which I did. That's the last time I EVER shop for anything at Crate & Barrel. If a future wedding registry is on C&B, the happy couple will be getting cash.
Clearly they have a theft and fraud problem, which they seem oblivious to or just don't care. Luckily, no one cashed the card before the 18th, which I'm sure would have caused them to claim I spent it. Terrible customer service policies!

My recent experience with Crate & Barrel has been infuriating. I ordered a day bed for our nursery and was prompted to purchase a Naturepedic mattress at checkout, as the day bed didn't come with one. Little did I know, this would turn into a costly and frustrating ordeal.

* Lack of Day Bed Dimensions: Crate & Barrel's website failed to provide the dimensions of the day bed, so when the day bed was delivered, it wouldn't fit through the door.. I refused the delivery and immediately requested a refund.
* Misleading Information: Assuming that by refusing the day bed, I was also refusing the mattress, I was shocked when, a week later, the $800 mattress showed up unannounced in our apartment building lobby. Crate & Barrel had never communicated this, leaving me with an expensive and unwanted mattress.
* Non-Returnable Mattress: To add insult to injury, when I called Crate & Barrel to address this issue, they informed me that the mattress was non-returnable. This critical detail was conveniently hidden on their website at the time of purchase. Now, I'm stuck with a perfectly good mattress in its original packaging that they refuse to take back because it shipped from a third party vendor. By the way, they also refuse to connect me said vendor.

This experience has left me deeply frustrated and disappointed with Crate & Barrel. Their lack of transparency, misleading information, and refusal to make things right have cost me $800 and a great deal of time and aggravation. I strongly advise against shopping at Crate & Barrel to avoid being ripped off like I was.

Ordered a number of furniture items which were scheduled for delivery but never received a notification of the delivery time. When attempted to confirm with customer service, they would not change the delivery without a $35 charge and I was told I was notified by voicemail on the delivery time (which I did not receive).

Worst experience. Never used card . But recd a email that I had a late payment . Went online and saw no purchases bought and credit card showed $121 balance (with late fee). I asked fraud to tell me what item was purchased and address it was mailed to ( but couldnt provide ) because it didnt exist . Something not right here . Cancel your cards.

Don’t recommend it for bridal registry. You will get married and bear a couple of children and still won’t receive your items. Horrible! Even in store shopping is not good since items are always out of stock. I’m not sure how they are still in business.

Worst experience ever lasting three months till I canceled everything. Will never go there again. Promised store credits to apply for their credit card through Synchrony. Worst experience ever. Never got the card and got constant run-around. Either they are totally inept or it’s a sham. Never got the credits after buying product because they wouldn’t send me the actual card even though they let me charge the purchase on it. Tried to get them to send it to me more than once. Used to be a fan and now ai have nothing but contempt for them!

So disappointed in crate and barrel. Was supposed to pick up my dining room table and chairs they didn’t have the base to my table then told me to pick up next Saturday luckily because of my gut feeling did I call and check in with them again to find out whoever told me to pick it up the following Saturday was wrong and it showed I picked up the whole order I don’t have a base so then the person had to order me a whole new base and now I can’t get the base to my table till the end of the month. Some of my velvet chairs came with box indentation markings so upset they don’t even understand how expensive there stuff is to people and they don’t care they charge us a arm leg and head for it but to get us the item is a pain in the butt and a horrible experience. So sad I don’t think I’ll go back

Ordered a 16 piece dishware set. One box of 4 place settings. Quality of the finish was not acceptable. Returned the box in its entirety. Received credit for 1 (ONE) plate. Not a place setting and certainly not all four sets. One plate. Took days of customer service to work through. Still not resolved.

Ordered off of gift registry on July 13th for shower on 31st. Order did not arrive. July 20th - Per C&B was lost. They were having it reshipped. July 27th still haven't received. Contacted C&B - now they say is lost again and unavailable.

I recently had a disappointing experience with Crate and Barrel's dispatch team. When my delivery was delayed, I discovered that they had input the wrong phone number in their system, resulting in me not receiving any communication regarding my order. After contacting them for assistance, Juani Hidalgo, a member of their dispatch team, instructed me to hang up and wait for a response within 5 minutes. Unfortunately, I never received a callback, so I had to reach out to them myself.

To my dismay, Juani asked me to wait an additional 30 minutes while they checked if the delivery truck could reverse and complete the delivery. Disappointingly, I did not receive any update during this time, so I called back. To my frustration, Juani answered the call and promptly hung up, completely ignoring me. Determined to resolve the issue, I called from another phone number, but Juani hung up as soon as she recognized my voice.

Needless to say, this experience has left me incredibly frustrated and upset with Crate and Barrel's customer service. It's disheartening to encounter such poor communication and unprofessional behavior from their dispatch team. Regrettably, this has been the worst purchase experience I've had with Crate and Barrel. I strongly advise the company to address these customer service shortcomings and ensure a more satisfactory experience for future customers.

There needs to be a serious reevaluation of this company and its' customer relations, customer service, quality control, communication. I ordered two Keane nightstands in March which were scheduled to be delivered at the end of April i.e. 6-7 weeks. I check back in April and it was pushed until the end of June. I did not make an issue of it. It was then pushed back to July which was not acceptable.

I have dealt with incompetent customer service associates and managers. We originally set up for pickup. The manager offered to provide complimentary delivery services due to the 4 month delay with the nightstands. Weeks later, I am charged for delivery and had to speak to several people to get it refunded.

Delivery day finally comes and one nightstand shows up. I am currently on the phone between customer service and the warehouse. Warehouse first says the second nightstand will be delivered tomorrow. Then comes back and says it is scheduled for pickup. Then says it is not at the warehouse but another location and I need to call customer service. Customer service acknowledges the issue and then says they can schedule delivery for the following week! I am so over this and have literally completed a four story office building window installation (20K square feet) in the time since I ordered these nightstands.

There is so much more but not even worth it.

This is ridiculous. Incompetence at its' finest. NEVER AGAIN. I wish I saw these reviews beforehand and took heed.

I'm not the type of person to leave reviews but honestly, I've never been more disappointed in a company than I am right now with my experience with you. I'm 9 months pregnant and due on Thursday. I ordered a pretty expensive crib and dresser set (which said it would arrive in May) on your website back in February. We paid an outrageous amount in shipping costs to make matters worse. Since then, my order has been delayed on three separate occasions! You have been unable to provide me with any sort of dates of arrival and when you finally got one piece of our order in stock, I was told it could take 1-21 business days for it to arrive and that a third party would contact us.

We got a notification that our dresser had shipped and even got a text saying that it would be delivered, and it was promptly cancelled. When we called to find out what was going on, we got the run around and still have no answers as to where or when we will receive the dresser - which will likely be past my due date. For the amount of time, the cost of the order and shipping, the poor communication, long lead times for delivery, and having to work with an unreliable third-party company to receive an order I was genuinely excited about, has made the designing of my first child's nursey a complete nightmare. I would expect to be reimbursed at the very least, which hasn't been offered but basically what I'm getting at is - DO NOT SHOP here if you are needing something of importance in a reasonable time-frame.

I had to order the couch and pillows that go with the couch. The pillows were back ordered, there was no communication as to them being late, or at all..not once did I receive a phone call or I was not given an email regarding status…. four months later I still don’t have the pillows dispite my calls which were many!!. Now they’re insisting I take the pillows and will not give me a refund/ store credit
. All sales are final, they said… and stated I was sent an email in June but that is not so… terribly rude management combined with horrible customer service. I will never buy anything from them again and if you value quality customer care you may wish to avoid them as well!

Horrible. Literally worst online ordering experience for myself as well as my sister ( two separate purchases) for a registry of family member. Spent hours on phone. Customer service reps are inept and callous. Never again. My sister lost money- never got her refund. Its been months. I lost a part of my soul on the phone for and hour.