Crate and Barrel Reviews 461

For a home accessories and furnishings store, Crate and Barrel really is a fun place to shop and explore. This is a full service retailer that tries very hard a making customers expectations a reality. I especially appreciate the sales they offer throughout the year.
I had one issue in my 6 years of shopping there, and it was resolved quickly. The sales people are helpful and knowledgeable and really seem to enjoy working there.
They are a little pricey at times, but the quality and service in my opinion is worth a few more dollars.

I ordered a couch from Crate and Barrel that was "supposed" to have arrived the end of May for our summer home and it is now backordered until the end of July! We now have no furniture for our guests or ourselves for the 2023 season - Crate and Barrel assured us that our furniture would be here - do not trust this company!

One of the worst customer service experiences ever - it was 100% Crate & Barrels' fault, but they accepted ZERO responsibility, and the store even admitted that online is horrible. We ordered a Christmas gift in November, and after a few weeks, it showed up as backorder with no estimated date. We canceled that order and ordered the item in a different color (in stock). The item was a baby ball pit - it arrived in two separate boxes. The first part (balls) from the original order arrived even though it was canceled (and showed out of stock). We shipped it back (the order was canceled after all). Now six months later, the original pit from the canceled order arrived and was charged to our account. We contacted customer service and were told it was not returnable because it was beyond 30 days! No kidding, it was ordered six months ago and CANCELED! They finally said they would issue a credit but we had to pay to return it ($20) or take it to a store. We took it to the store to ensure the credit was correctly handled. Thirty-mile trip and carrying a huge box from the parking garage into the store...when the store manager said they couldn't return it because, guess what? Beyond 30 days, plus are "not supposed to accept online returns"! He finally realized he could credit my daughter's Apple Pay, so we are no longer stuck with half of an item that we didn't order. All they had to do was admit their system made a mistake shipping the second half of a canceled order and send a return label.

Terrible experience! Very first time ordering from Crate and Barrel and my table arrived with no hardware! They shipped it separately then I had to put it together myself! I will never order from them again.

As a loyal C&B customer (before this experience) I was excited to see this product (Ooni Large modular table) available on C&B's website. Unfortunately, my excitement was short lived and my loyalty to C&B broken. The product was shipped standard delivery via Fedex. There was a shipping exception and the product arrived a few days late in a slightly beat up box. Upon opening the product I discovered the tabletop had a sizable dent. I quickly informed C&B and they put in an order for a replacement with expedited delivery. Product issues happen but I wasnt too enthused with the prospects of repackaging this mammoth product in its damaged box. The replacement arrived a week later and this time the package was even worse shape. It looked like it had been dragged behind a truck. When I opened the box my fears were realized: the tabletop had a significant dent yet again! I did some research and found a few other complaints indicated that Ooni tables arrived dented (see Reddit). Not sure if this is the manufacturer's or C&B's issue but I expect C&B to make it right! Faced with the prospect of returning 2 mammoth damaged packages (the return label for the first had not been sent to me yet), I contacted Crate and Barrel to propose that I ignore the denting and receive a 'final sale' discount rather than risk yet another damaged shipment. I was shocked when the best they could do was $40 off. I'm not trying to be enrich myself but at this point I had spent almost two hours communicating with Customer Service, buying replacement packing materials and repackaging the defective products. I told them the denting was too signifcant to the aesthetic to accept that amount and that I would instead return both boxes for full refunds. As I courtesy for the inadequate shipping materials I asked that their delivery team pickup the items but they refused. This I am now out of pocket about $50 for materials to reship. What a horrible experience. If you are considering purchasing from CB or this product I would advise you to find a local seller so you can personally inspect the items before purchasing and taking possession. This will allow you to avoid the hassle. The convenience that C&B online offers may proof to be an illusion. It certainly was for me

Ordered a Seaton large round storage basket and it came damaged as if someone sat on it crushing it down, even the wiring which holds up the structure is bent and I even posted a picture of the item to put on crate and barrels site of reviews and they want allow it to be posted. They knew the basket was damaged before it was boxed for shipment. It was not damaged during shipment because the box was in excellent condition. If this is their best of service i would hate to see their worst. When a company ships a damaged item and takes my money have no use for them. There’s many other merchants that I have had very very good experiences with. This was my first time in purchasing from crate and barrel and it will be my last. I do have another basket that was ordered before this one and it’s on back order and I had written crate and barrel on Facebook about the item as they continue to show it still for sale and I was told they were in warehouse so if that’s the case why not go ahead and ship it out?? They’re just not reliable. So when I get the time I will call and cancel that order because it will probably come damaged too. I have no trust for crate and barrel..

Ordered a $5,000 cabinet in February we're told it would be here the end of May. Now it's the end of April. My husband's credit card had fraud on it so they canceled it so when crate and barrel went to charge me for the item it wouldn't go through. They sent me an email but it went to my spam so I didn't see it until 2 days after the amount of time I had to give them a new credit card. I called customer service and was told there was nothing they can do and it would be September now before I could get it for customer service

Worst company to work for. CB is more concerned with good ratings and pushing the credit card than they are with their employees and customers. There is no leadership. The systems are broken. We are paid below a living wage. The delivery teams and warehouse people are the cause of most of the damaged furniture problems. CB does not care about anything except their bottom line. Their business practices are highly suspect and shady and as a former employee, I have filed a report with the FTC about what I have been witness to. Do not buy from this company. You'll end up with nothing or you'll be ignored for months, and finally, your purchase will be defective or broken. If it shows up at all.

I ordered a floor lamp on January 1. 2023. The expected delivery date has changed 4 times and I am now looking at end of May. This item was purchased in their store so my credit card was charged immediately.

The item continues to be offered in their catalog and store. When inquiring I was told die to supply chain issues the item is back ordered. I can’t fathom why it is taking so long to get a basic item such as a $400 floor lamp.

I will be limiting future purchases to cash and carry only as this appears to be a consistent problem on larger items.

We purchased 2 bookcases and a media cabinet Jan 2022. The 3 pieces were finally delivered 7 months later, all 3 pieces had damage. Because they were delivered Crate and Barrel charged our credit card for the full purchase. We are now in April 2023 and STILL haven't received all 3 pieces. We were promised multiple times by multiple people that they would be our contact person so we didn't have to explain our situation over and over again. But every time they make a mistake our send us damaged pieces another person tells us "they" will make sure it gets taken care of. We have received our delivery fee back as well as $400 of the $5000 purchase. They have had all our money for 9 months and have made 4 deliveries, 3 of which had damaged goods and the last 1 which only included 2 of the 3 items. Every time you speak to a customer service person you immediately get a survey request regarding the level of service. Are you kidding??? Talk about adding salt to the wound. AND I tried to leave comments on Crate and Barrel for the pieces I received, finally...and it won't let me?! I have asked MANY times to have compensation for the complete lack of service and I was told "you have to wait until all your items get delivered". We have taken way too much time dealing with Crate and Barrel. We were treating ourselves to these items thinking they were coming from a good quality, reputable company. Never again.

The web site is the worst website I've ever used. The customer service rep on the phone are not helpful or knowledgeable. The products are great so just go to a store to purchase.

We had a delivery of five items but only four boxes. The delivery driver convinced me that two of the items were in one of the boxes, so I signed the delivery receipt. When we opened the boxes the fifth item was missing. I called the freight company, and they said that I had signed the delivery receipt there was nothing that they could do. When I contacted Crate and Barrel, they called the freight company and had them do a warehouse search. The item was found! But the amazing thing is that they were willing to replace it even if it wasn't found and it was a $2,000 piece of furniture.

I have never seen such bad service in my life.
I ordered a couch 6 months ago; it came with different legs 2 months ago. The quality of the couch is not so good, but one side is higher than the other one.
The customer service proposed me to either replace the chaise part with the correct legs, or order the legs (as it will come faster)
2 months later... still didn't receive the legs or got a date for the delivery. How difficult it is to ship 4 legs?

I am 6 months in, paid a lot, and received a bad quality couch with the wrong legs (so one part of my couch is higher than the other one)

Every time I reach out to customer service, the only thing they answer is "thank you for understanding... "
I am not, provide me the product I paid for!!!

Two orders to separate individuals with gift cards to let them know who sent the items. Both times no gift card was attached. Not cool!!

The absolute worst customer service in the world. Horrible experience, and flat out lie both on their website and in communication. Expected delivery date is a complete joke, my problem is that they were telling me that my order was delayed but were still promoting online that it was available in a couple weeks. It ended up being 2 months, and then they cancelled my delivery because it arrived to the distribution center broken. They suggested I request a refund and start over. Seriously.....they offered me free delivery as compensation. I will never ever ever buy anything from Crate and Barrel again!

So disappointed I cannot find the words! I ordered a sample of the color for my$4000 entertainment center. Was what I wanted soI ordered it. Said it was being made in Italy so delivery went from November to January to March and back to January. Custom order so you can't cancel. No information from C&B so only information I had was looking it up on my own. Delivery finally set up for Jan 12th. Only bookcases showed up as C&B didn't get media center to shipper. Apparently Italy doesn't know how to stain properly! Stain very inconsistent and not the color of the sample! Media center finally arrived Jan 21st. Once again, inconsistently stained and looks like country farm house kind of stain - no consistent color. So I am stuck. Do not buy from them unless you find something on the floor that you like as they are unreliable in what they ship and will not let you return. Big risk here!!!

Purchased a couch in 2016. The seams on two cushions were slightly wearing. They provided no resolution to fix this issue, instead they said I caused this from "moving residents" and/or "vacuuming" it. Their solution was to purchase an entirely new couch of course through them, or purchase new cushions (IF they still made this couch). This is absolutely ridiculous for the amount of money you spend on products through this company. I will never purchase through them again and do not recommend purchasing through them. The ONLY option for warranty is 30 days after purchase which is very comical. It is truly appalling.

Wish I could give zero stars. Horrible delivery service. Furniture was not properly packaged and when unpacked by the delivery crew it was clearly damaged. We sent it back and when trying to schedule a 2nd delivery they put us again at the end of their delivery route. We canceled the order.
We had a different piece of furniture ordered online and in backlog. After 6 months it got shipped but never delivered to our address. We went to pick it up per their instructions and the first time the package was not there and the second time the store was close during what was supposed to be open hours. We had to go a 3rd time since customer service didn't care.
Horrible service. Only time we got the items ordered on time and in good shape was when we went to their warehouse to pick it up.

I received 3 of one item. Love what I ordered but never again

Would provide zero stars if possible. Ordered 2 couches “In Stock” on website in August only to be delayed until mid September, then October, then November, then December. Ordered a cabinet in December thinking a one off…..delivery date mid January….now mid April. I would NEVER use them again and strongly suggest you don’t either. Their listed inventory is a scam